What makes someone a legend? What makes someone the best at what they do? Oftentimes, it’s doing things just a little bit better than everyone else. The difference between a .300 and .350 hitter in Major League Baseball is one extra hit per week over the course of a season. It’s the focus on the fundamentals. And even after a long and storied career in the ARM industry, Leslie Bender still enjoys the fundamentals of collecting, like call calibration sessions with collectors. It’s that kind of dedication and focus that makes her a legend in the ARM industry.
Now at Eversheds-Sutherland, Bender is a former president of ACA International and a former member of the association’s Board of Directors. She is considered to be one of the preeminent experts in the industry on HIPAA and privacy, and is very much known for her willingness to share her expertise and knowledge with anyone, anytime.
The ARM industry has evolved from collecting debts to a focus on customer service and problem solving, and that is how collectors should approach every interaction with consumers, she says during an interview with American Profit Recovery’s Jeff DiMatteo.
“In every second of a call, we are either taking or not taking a chance,” she said. “We have a chance to solve the customer’s problem. And I love that mindset.”
Watch the video to hear more about this and other interesting tidbits that Bender has learned during her career in the ARM industry, why she loves listening to people’s stories, and why the future may be a “little bit scary” for collectors.
Each month, a new video will be posted. Each legend will be interviewed by an industry professional. If you are interested in conducting an interview, or if you have someone you think should be considered a legend, please shoot me an email (mike@accountsrecovery.net) and let me know. See all of the Legends of the ARM Industry videos here. This series is sponsored by Applied Innovation
