Professional is committed to delivering quality services that exceed the expectations of our clients. We monitor the factors affecting consumers and industries we serve, as well as the regulatory environment in order to provide guidance to our clients and enhance the value of our services and technology on an ongoing basis. Professional’s clients see results that are better than industry averages thanks to our unique methodology that combines consumer-centric services with unsurpassed security, compliance, training, and accreditation.
Security
- Professional maintains an in-house IT team with the experience and certifications needed to stay on top of current security threats.
- As a part of our regular security protocol we undergo internal and external penetration testing, maintain an onsite data center, and do our own hosting.
- SSAE 18 SOC 2 Type II compliant. SSAE 16, an attestation standard issued by the American Institute of Certified Public Accountants, reports on Professional’s controls that support services provided to clients.
Compliance
- IRS 501(r) compliant. We are aware of and committed to upholding the IRS regulations for charitable hospitals. In fact, we’ve helped clients ensure that they, too, are in compliance with 501(r).
- FDCPA compliant. The Fair Debt Collection Practices Act (FDCPA) is a federal law that limits the behavior and actions of third-party debt collectors who are attempting to collect debts on behalf of another person or entity.
- CFPB compliant. The Consumer Financial Protection Bureau (CFPB) is an independent federal agency built to protect consumers. We ensure that our practices always treat consumers respectfully.
- FCRA compliant. In accordance with Federal regulations, we promote the accuracy, fairness, and privacy of consumer information when filing to consumer reporting agencies.
- HIPAA complaint. Health Insurance Portability and Accountability Act is dedicated to protecting the privacy, security, and integrity of protected health information. We support these efforts for patient privacy.
Accreditations and Training
- Collector U, Professional’s expansive training system that provides classroom training, weekly coaching, and testing for every level of promotion throughout a collector’s career.
- Professional Collection Specialist (PCS) Certification from ACA International which requires FDCPA Essentials, Essential Collection Skills and Techniques training with exam scores of 85% or higher which is renewed every 3 years.
- Leader U, Professional’s Leadership and Supervisor training program that requires 28 hours of education for new leaders and 28 annual hours of ongoing education for all leaders, regardless of tenure ensuring management is perpetually improving their skills in management, leadership, supervision, and coaching.
Going the extra mile
In addition to security and compliance efforts, and our high standards for training and professional accreditations, we have implemented several other strategies in order to go the extra mile to provide quality assurance to our clients.
• Dedicated Behavioral and Data Science teams that, with the help of speech analytics technology, constantly monitor agent and consumer behaviors for opportunities to improve processes, ensure compliance and positive consumer interactions— all recording are made available to clients via Client Tools.
• A Consumer Help Desk, led by Wade Isbell, J.D., responds to 100% of consumer complaints/disputes; we are 99.99% complaint free (that’s only one complaint in 17,000 contacts!).
• Bilingual Spanish-speaking staff, Spanish language payment tutorial videos, and real-time translation services with access to 230+ languages are available to ensure we are meeting each consumer on their terms.
• 20+ data vendors who have access to countless databases, which better enables us to reach the right consumers at the right time.