Consumer Experience - Professional

Professional’s dedication to ensuring a positive consumer experience is a big part of what sets us apart from other A/R management companies. We understand that consumer relationships are essential to the continuity of any business, so we take care to provide financial services that are respectful, convenient, and compassionate. We’ve coined this collaborative approach to account management our New Deal and the principles it outlines, of utilizing technology and science to deliver consumer-centric services, are at the core of our mission.

Omnichannel Engagement

Omni-channel engagement designed to reach consumers via their preferred channel for more effective communications.

Consumers can choose to interact with Professional and their accounts through a variety of channels; traditional calls, IVR, direct mail, text messaging, push notifications, email, live chat, and a consumer portal or mobile app.

Learn more about Professional’s Omnichannel Strategy

Online Portal & Mobile App

Self-Service online portal and mobile app offer 24-hour account access.

Account transparency— convenient account view shows all account details in one place.

Payment estimator tools that assist consumers in determining the best payment plan for their budget and how interest will impact the life of their account.

Messaging and chat features offer help from an agent with just one click.

Positive approach to interactions

Respectful, highly trained team members engage people positively and are required to be ACA International-certified by the end of their first year of employment.

Collaborative approach results in effective interactions with hardly any bad experiences

99.99% complaint-free. That’s one complaint in 17,000 contacts

A+ rating from BBB

Consumers are connected to financial assistance when necessary.

The use of science and analytics helps ensure that every consumer we call is the correct party, contacted at the right time, and in the right manner.

Better discussions through science and analytics

The use of speech analytics software allows calls to be flagged and supervisors to be alerted when certain words and phrases are used, or when the tone or volume may indicate that additional help is required to resolve a financial issue.

Call auditing and call recording provide an opportunity to understand context and behaviors to improve discussions and to stay compliant with regulations designed to protect the rights of consumers.

Lean approach to continuous improvement helps us improve how efficiently and effectively we address people’s needs.

Continuous monitoring of accounts ensure accurate consumer financial information and eliminate miscommunication.

Learn more about Professional’s technology