In PDCflow’s ongoing interview series, Thriving in Third Party, we shine a spotlight on agency owners and managers like Kelly Parsons-O’Brien, Aron Tomko, Cathie Bustos and others who are flourishing within their businesses. 

We also like to speak to ARM educators and experts such as Harry Strausser III and Joann Needleman, to get a different perspective of the industry’s challenges. We’re closing out 2019 with another such industry expert interview. Take a few moments and get to know a little more about Jan Stieger – CAE, CMP, Executive Director of Receivables Management Association, International.

1. How long have you been at RMAI? What led you to the ARM Industry?

I started at DBA International (the name prior to changing it to RMAI in 2017) in January 2011. I came to the ARM industry in an unusual way, although maybe just unique, as I don’t think anyone goes to Kindergarten and answers the question of what you want to be when you grow up with “I want to work in the receivables management industry!”  

I started my career right out of college working for the California Optometric Association as an intern in their government affairs division. I stayed there for 15 years and worked my way up to senior management. I left and went to work at the California Pharmacists Association for six years. Then a friend called and let me know she was leaving her position as the Executive Director of the California Association of Collectors (CAC). After being at CAC for 10 years, in order to grow professionally in the association management field without having to learn another profession, I was lucky enough to become the Executive Director of DBA International.

2. What changes have you seen in this industry in your career?

Well, this question could be multiple pages long! Change is a constant in many professions. But I have to believe the ARM industry leads them all with the changes that have occurred in the industry since 2010. Between the creation of the CFPB, and technology, not much hasn’t changed. 

While living through the changes has sometimes been difficult and frustrating, I think that the results we are seeing are positive. The issuance of the CFPB NPRM debt collection rule is a prime example of how years of educating regulators coupled with the importance of the industry “self-regulating” will have a positive effect on the industry possibly for decades to come.

3. How has the RMAI adapted?

One of the things I enjoy most about working at RMAI is the nimbleness and willingness to adapt the association to best meet industry and member needs. Starting in 2011, the Board took a bold step to change the management structure of the association and has continued with bold steps going forward. 

The creation and implementation of the RMAI Certification program (which establishes best practices in the industry) was only possible because the Board was willing to hold themselves and all RMAI members to a higher standard. Another example was the name change, which was a natural “next step” after the Certification program. The new name better reflects who we are and the broad membership that we represent.

4. The RMAI holds a conference every February. Why should professionals in the industry attend? What do you think will be the focus and/or highlight of your 2020 conference?

It is, of course, the best conference of the year! Being the first major event of the year, industry professionals come together and truly set the tone for the year. With growing attendance now for the last three years and the growth in our exhibit hall and networking events, the conference just simply gets better every year.  

New for 2020 will be “The Buzz” – a technology lab providing hands-on assistance with establishing social media accounts and learning how they can grow your business. We've added networking events – including bringing golf back by popular demand. Educationally, clearly data privacy/security and electronic communications will be areas of focus. I’m thrilled that we will have a truly international panel with representatives from Europe, the UK, Australia, and for the first time, Africa.

5. What is your proudest moment in business?

I’m very proud of the relationship we have built at the Federal level, especially with the CFPB. The references to the RMAI Certification Standards in both the SBREFA outline and the NPRM demonstrate that consistently taking the right action, quietly promoting the value, and being thoughtful and deliberate in our actions, pays dividends in the long run.

6. In life?

Wow, hard to say. But whether personally or professionally, I live my life the same way. I consider myself a generous and caring person and value my friends and family. I’m never the “life of the party,” but I am a sincere and caring friend – and for that, I guess I’m most proud of the circle of friends I have.