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Lanette Miller doesn’t ask her staff to do anything she isn’t willing to do on her own. That probably explains why her department consistently improves its collection totals year after year, because the 35-year veteran of the industry has no problem getting on the phones or doing some skiptracing. Read on to learn more about Lanette, why she puts authority into her voice during collection calls, and why she welcomes challenges.
Name: Lanette Miller
Job Title: Collections Manager
Company: Heritage Acceptance Corp.
Length of time at current company: 30 years
Length of time in industry: 35 years
How did you get your start in the industry?
I lived in Houston at the time and responded to a customer service position ad. I had no idea it was collections until I showed up for the interview. I went through two weeks of training off the floor and then started making calls on charged-off credit cards placed with our third-party agency.
What is your career highlight so far?
Growing our collections department revenue every single year, keeping my staff motivated, and focused on the ultimate goal of getting to $500,000 in one month. We are currently averaging $448k per month this year. Our 2023 monthly average was $404k. We are a subprime auto finance company, and my department handles all charged-off accounts.
When or how are you most productive?
In the morning, I try to arrive before my team comes in and get things going.
Which industry professional do you admire most?
Irene Hoheusle. Any training I have seen of hers has been relatable, no nonsense, and I think her presentation of information is top notch.
What is one thing you do better than everyone else?
My work ethic, my willingness to jump in when the department needs it by answering phones, doing skip work, giving leads on accounts to help us hit goals, etc. I don’t ask my staff to do anything I am not willing to do.
What do you like most about this industry?
Seems to be something new every day, New wrinkle, customer excuse, obstacle to overcome, etc. Never boring.
What is one thing you wish you could change about this industry?
Expense of skip tracing tools
If you weren’t in this industry, what would you be doing?
When I was younger I wanted to be a teacher or a lawyer.
Describe a typical work day.
Reviewing accounts, running statistical reports, answering account reps questions, meetings, updating manual policies, and training.
What is your guilty pleasure?
Recently, TikTok
What is the best advice you have ever received?
When I started in the business, a coworker told me to put more authority in my voice when talking to customers, I sounded scared … and I was. It made the difference to me to take each call believing I could handle whatever they threw at me.
What are you currently reading?
“Control Girl: Lessons on Surrendering Your Burden of Control“
What is one fact you’d like everyone in the industry to know about you?
I enjoy a good challenge; I find them to be fun and a great learning experience about myself and my team.
Who else would you like to see answer these questions?
Anyone that is working in the subprime collection industry.
