The “Getting to Know” series is sponsored by Applied Innovation. Applied Innovation is helping to shape the future of accounts receivable management. Product development is driven by customer feedback, agency profitability and compliance and includes platforms addressing client portal access, document management, payment negotiation, Regulation E focused electronic payment authorizations and TCPA communication authorization platforms. Partner with a company who understands your business challenges and evolves to provide cutting edge technology to overcome those challenges and achieve success.
Is there a parallel that can be drawn between someone who trains collectors, but said that if she weren’t in this industry, she would be teaching second graders? All kidding aside, the accolades are piling up for Nickole Fratz, the latest in a line of family members who have worked in the collection and recovery industry. Read on to learn more about her, the touching words she has for her first boss, to whom she credits her success in collections, and how she thrives by having more to do.
Name: Nickole Fratz
Current Role/Job Title: Recruiter/Quality Assurance Development
Company: FBCS, Inc.
Length of time at current company: Four years
Length of time in industry: Eight years
How did you get your start in the industry?
My family has been in the industry for 30+ years, so it was a natural progression. I started in the Quality Assurance Department for a company that a family member worked for.
What is your career highlight so far?
Shortly after I started, Chase Bank awarded me with an Excellence Award. I was still newer to quality assurance, so it had a huge impact on my desire to continue in collections.
When or how are you most productive?
I am most productive in the afternoons and with a deadline. The more I have to do the more productive I am.
Which industry professional do you admire most?
My first boss, Don DeVault. He, unfortunately, is no longer with us. Don was never too busy to stop and speak with an agent. He gave me my start, and I will forever be grateful. Don was key to my success in collections.
Next, I would have to say Joe Neary, Sr., the founder of FBCS, Inc. He started the company 40 years ago, and it is still going strong. I have to admire and thank him for taking the risk all those years ago.
What is one thing you do better than everyone else?
I don’t think there is one thing I do better than others. There is always going to be someone that can teach you how to be a little better at something.
What do you like most about this industry?
The way so many individuals are willing to share their knowledge. There is a camaraderie that is evident throughout the industry.
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What is one thing you wish you could change about this industry?
The negative perception of the industry. I would love for people to see how many people we really are able to help.
If you weren’t in this industry, what would you be doing?
I have my degree in Elementary Education, so I would definitely be teaching preferably 2nd grade.
Describe a typical work day
First thing is to get my caffeine. I then make sure to respond to any emails that need to be addressed. Next, I prepare reports for quality assurance, review resumes and schedule interviews. By 10, I am on to conference calls, interviews, and coaching agents. In between, I am responding to quality assurance questions and reviewing calls to assist our agents. A typical day, I can review 10 to 50 calls on top of everything else. Having dual positions keeps me on my toes.
What is your guilty pleasure?
Definitely reality TV. I am a Real Housewives Fan.
What is the best advice you’ve ever received?
Never stop reading and learning. I was an avid reader from and early age. I took this to heart and never stopped reading.
What are you currently reading?
I am currently reading “All the Light We Cannot See” by Anthony Doerr and “Maladies of Empire How Colonialism, Slavery and War Transformed Medicine” by Jim Downs.
What is one fact you’d like everyone in the industry to know about you?
I would say it would have to be how thankful for all the professionals along the way that took time to teach me and trusted me. Without them, I wouldn’t be here today. I would say the same to those that share their knowledge and expertise on webinars or in training materials. We all have the ability to help each other, and it is appreciated.
Who else would you like to see answer these questions?
I would love to see Alexis Trinacria, our Compliance Manager, answer these.
The “Getting to Know” series is sponsored by Applied Innovation. Applied Innovation is helping to shape the future of accounts receivable management. Product development is driven by customer feedback, agency profitability and compliance and includes platforms addressing client portal access, document management, payment negotiation, Regulation E focused electronic payment authorizations and TCPA communication authorization platforms. Partner with a company who understands your business challenges and evolves to provide cutting edge technology to overcome those challenges and achieve success
