I am thrilled to announce that the “Getting to Know” series is now being sponsored by TCN. TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as SMS, email, predictive dialer, IVR, call recording, and business analytics required to optimize operations while adhering to callers requests. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.
For too long, technology has been a four-letter word in the credit and collection industry. But Mark Boich is one of a new generation of industry executives who are actively harnessing the power of technology to help improve themselves and their operations. That’s one reason why he was inducted into the Ontario Systems Hall of Fame. Read on to learn more about Mark and how being a morning person might be great for his career, but not so great for his marriage.
Name: Mark Boich
Company: JP Recovery Services, Inc.
Length of time at current position: 8 years
Length of time in industry: 18 years
How did you get your start in the industry?
I stumbled upon an opening for an entry-level collector position at OSI Collections Services after I graduated from college. Frankly, I was looking for a full-time job that would provide health insurance. However, after some initial coaching and development, it turned out I had a knack for talking to consumers.
What is your career highlight so far?
I’m still employed – does that count? Receiving the Ontario Systems Hall of Fame Award for Innovation was one high point for me. I firmly believe in advancing our industry through innovative technologies that enable us to adapt to evolving consumer preferences and regulatory requirements.
When or how are you most productive?
I’m a morning person, much to the chagrin of my wife. I’m also a planner. I have a morning routine to which I adhere religiously. I schedule any tasks that may take an extended amount of time to complete. Of course, I’ve found that I have to be flexible as well.
Which industry professional do you admire most?
Terry Kulow – he took a genuine interest in coaching and developing in me many of the skills sets I use today. Thanks, Terry!
What is one thing you do better than everyone else?
While I have quite a few strengths (and areas of opportunity!) I’ve consistently found that my time management is excellent.
What do you like most about this industry?
The resilient people that work in our industry. No matter what challenge we face, we’re determined to succeed.
What is one thing you wish you could change about this industry?
The public perception of our industry. We provide valuable services to both creditors and consumers – not only the consumers we call, but also the consumers we do not call.
If you weren’t in this industry, what would you be doing?
I enjoy process planning and improvement; so, I’d probably be in a process improvement role anywhere where I could leverage my skills sets.
Describe a typical work day.
My role recently changed within my organization. I’m still getting a handle on what my typical day will look like. However, I still have time dedicated to client meetings and process improvement projects.
What is your guilty pleasure?
Heading off to California wine country with my wife after we leave our munchkin with her grandparents.
The Getting to Know Series is Sponsored By:
What is the best advice you’ve ever received?
Just be you.
What are you currently reading?
Financial & Managerial Accounting for MBA’s.
What is one fact you’d like everyone in the industry to know about you?
I enjoy learning new things. I believe this trait has enabled me to advance within our industry.
Who else would you like to see answer these questions?
Terry Kulow from Harris & Harris.
I am thrilled to announce that the “Getting to Know” series is now being sponsored by TCN. TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as SMS, email, predictive dialer, IVR, call recording, and business analytics required to optimize operations while adhering to callers requests. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.
