Resources Case Studies Action Recovery Online

Action Recovery Online achieves fast payment consent and convenience for consumers

Action Recovery Online, located in Phoenix, Arizona, has been in business for 10 years. They collect on consumer, commercial and medical debt within Arizona and in 18 other states.

Norm Kieffer and his younger brother, Jim, partner to run and operate Action Recovery Online.

Both have been in the debt collection industry since their early twenties. Norm discovered his interest in economics during high school after a teacher recognized his talent in the subject. This talent aids him in his career today.

Norm got his start in collections when working for his father in 1971, selling a pre-paid collection business program. Kieffer worked on both the collection and sales side of the operation and stayed in the business ever since.

PRODUCTS USED

eSignature and Payment Software

INDUSTRY

Debt Collection

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The Challenge

In debt collection, getting a consumer on the phone is challenging and may be the only opportunity to resolve the account.

Action Recovery's main challenge was securing payment or a payment agreement during this first contact with the consumer.

They were also concerned with following compliance regulations without delaying the payment process.

Waiting for written authorizations by mail slows down payment collection. Not getting signed payment consent puts the agency at risk for both compliance violations and chargebacks.

Norm Kieffer
Collection Agency Owner
“The secret of collections is that immediate collection—and that’s what the PDCflow software does. It allows us to make the collection immediately, within minutes, when a consumer is on the phone, to actually process a payment.”

The Solution

Action Recovery Online uses PDCflow software to accept card payments with the ability to set up flexible recurring payment schedules and take online payments through a secure cloud-based portal.

They added the ability to send secure Flow requests or email and SMS requests to the consumer. Through these Flow requests, consumers verify their identity and electronically sign to provide written consent on recurring payment schedules in order to meet Regulation E compliance.

Norm Kieffer
Collection Agency Owner
“The fact that the consumer can agree to the payment arrangement (either one-time payment or a schedule) by signature, is an advantage.”

The Results

Fast Payment Consent

Accepting payments comes with unique compliance concerns for businesses. Using PDCflow software allows Action Recovery agents to send and accept payment consents electronically without slowing down the process of resolving a debt.

CONVENIENCE FOR THE CONSUMER

Built-in convenience within PDCflow software has proven to be a valuable asset for Norm’s business. Offering an online payment portal has captured many payments outside of normal business hours.
Norm Kieffer
Collection Agency Owner
“We missed an incoming call from a debtor that was located outside the state, where we’re here in Arizona. He called in early, we had not arrived to the office yet. He was prepared to make a payment and there was no one here to catch the call. He went to the portal and made a $4,800 payment.”

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A SIMPLE, FLEXIBLE PLATFORM

PDCflow for Payment Collection

Flow + Payments

A continual struggle in AR is turning the promise of a payment into a guaranteed payment.

Flow Technology lets staff send a payment request through email or text. This way, staff can stay on the phone to ensure the payment goes through.

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PDCflow for Compliance

Take agent-assisted payments with Flow.

Staff can send payment terms and a payment request during negotiations. The consumer keys in cardholder details, which are captured and stored outside your company’s systems. This reduces PCI compliance scope and keeps payments secure.

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Recurring Payments

Payment flexibility makes negotiation easier. PDCflow recurring payments let admins control minimum payment amounts and maximum terms.

PDCflow also offers schedules through your company’s online payment page. Let people pay the way that works for them, without the hassle of a live payment negotiation.

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