At LCSTM Financial, our goal is to maximize recoveries in a professional and ethical manner and to remain accessible and responsive to our clients and their customers. By coaching employees according to our core values and to our client's established goals, we deliver on our promise of quality service and customer care.
Client Care
From our executive team to our managers, collectors, and trainers, we ensure that our promise of quality and customer care resonates with each individual:
- Train account managers on client and company policies, procedures and performance thresholds
- Deliver custom designed reports at monthly or quarterly intervals, or upon request
- Utilize score-cards and phone audits to regularly monitor employee performance
- Provide continued employee education and coaching on compliance, software proficiency, collection techniques and borrower communication
Borrower Care
We explore every opportunity to aid borrowers who are seeking assistance and are willing to work on ways to resolve their indebtedness:
- Extended office hours to increase our availability to borrowers coast-to-coast
- Employ multilingual collectors to ensure clear communication
- Simplify the payment process using virtual collector models, ACH and location-based payments
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