In keeping with our Core Value of continuous improvement, The CBE Group, Inc. (CBE) maintains a dedicated Recruiting & Training Department that designs and facilitates professional development opportunities for all employees. Some of the programs that help our employees improve their skills and advance professionally include: Collector Training CBE University Continuing Education

Technology & Process Tools Client Services & Quality Control Professional Development Licensing & Regulatory Compliance Security & Business Continuity

Collector Training

CBE requires all new collectors to complete a comprehensive week of initial training, which includes in-depth instruction and testing on laws governing the accounts receivable management industry. We teach ACA International’s Professional Telephone Collection Techniques and extensively review the Fair Debt Collections Practices Act (FDCPA), in addition to requiring newly hired staff to “shadow” experienced collectors.

Each collector is required to pass a 50-question test that addresses the FDCPA; they must achieve a score that meets ACA International standards prior to working clients’ accounts. We also administer a second, more-detailed exam to test new collectors’ understanding of CBE’s recovery expectations, collection techniques, and accounts receivable management system. FDCPA testing is repeated every six months for even the most experienced collectors.

CBE has also developed extensive course work on the fundamentals of persuasion theory and Neuro-Linguistic Programming. This material is revolutionary to our industry and helps collectors learn how to:

• Be flexible, consider more options, and consequently exert stronger influence
• Manage thoughts and feelings to maintain control when dealing with challenging consumers
• Generate cooperation and commitment when requesting payment in full
• Overcome objections by using telephone rapport-building techniques
  
  

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CBE University

By providing opportunities for employees to acquire a core base of knowledge—supplemented with department-specific information—CBE provides the foundation they need to grow within our organization. Our internal training program, CBE University, offers employees the opportunity to enhance a variety of job skills.

We also support professional advancement through our Management Growth Program, which gives employees the experience, education, and skills necessary to become a part of CBE’s management team. The four stages of this program are Mentor, Team Leader, Supervisor, and Manager.

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In addition to internal training programs, CBE offers employees the opportunity to participate in continuing education seminars, workshops, and conferences offered by national and regional associations and experts. To stay abreast of trends that affect the accounts receivable management industry, we encourage our personnel to acquire and/or maintain professional certifications and affiliations.

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