CSB

Performance                PEOPLE
                                     PROCESS
                                     TECHNOLOGY

We believe that one of the principal reasons for our success has been our people. We value our people highly and this has resulted in CSB having one of the lowest turnovers in the Account Receivables Management industry. In particular, CSB focuses on:

Stringent Recruiting and Controlled Growth
Proactive Management supervision and Mentoring
Continuous Training
Clear Career Development Plan
Clearly Defined Performance Metrics and Compensation Plans

These steps result in CSB having the lowest employee turnover in the industry. Our clients benefit because their accounts are worked by highly experienced staff leading to superior revenue recovery for them at excellent service levels.

Training

In an industry and era of dynamic change, it is imperative to maintain an on-going training program for the entire collection staff. All CSB collectors are trained to American Collectors Association standards on the Federal Fair Debt Collection Practices Act. Regular staff training sessions are conducted by the Collection Manager or Supervisor to cover state and federal collection laws (including industry specific regulations such as HIPAA), collection techniques and procedures, litigation, customer service and other professionally related topics. All new CSB employees also receive orientation training relating to the Company's policies, procedures and practices.

CSB further uses video training materials to improve service skills. These training videos help reinforce the company mission goals of respect and professionalism. Telephone and file reviews are performed monthly by the Collection Manager or Supervisor and are utilized for training and improving the employee's telephone and collection skills. Telephone reviews are used to monitor collector compliance with the FDCPA telephone communication requirements and other basic collection/communication techniques. File reviews are utilized to review account activity, collection procedure and controlling the file size.