tag:blogger.com,1999:blog-76927454991503979532024-03-15T18:09:42.548-07:00Receivable / AccountsReceivable/AccountsBlair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.comBlogger267125tag:blogger.com,1999:blog-7692745499150397953.post-47272018909852875472023-01-06T11:14:00.003-08:002023-01-06T11:14:32.708-08:00An OCD Way To Manage Collection Calls<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiHyhDAd7yd8mr8whwxXkHXA81l9kAakSj3xXbPtYdhRzJ90n3hgFdqyCaayABRxx9bozxu-zCTQBSas_V2lnT1GyaBfMOm8CKeB595OZvyi_RNfOvqKzdZD2TLHbbl9dFuivNRSR2BssLwIq8zgLTelbSn6LPXBTpRuz4zHvyAmk_DbCZTkOH3FzH7/s650/OCDD.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="428" data-original-width="650" height="264" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiHyhDAd7yd8mr8whwxXkHXA81l9kAakSj3xXbPtYdhRzJ90n3hgFdqyCaayABRxx9bozxu-zCTQBSas_V2lnT1GyaBfMOm8CKeB595OZvyi_RNfOvqKzdZD2TLHbbl9dFuivNRSR2BssLwIq8zgLTelbSn6LPXBTpRuz4zHvyAmk_DbCZTkOH3FzH7/w400-h264/OCDD.jpg" width="400" /></a></div><br /><p><span style="font-family: arial;">One of the things, I’m fairly certain, that has helped me
over the years in collections is an OCD or fanatically methodical method to managing
accounts.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Here’s an overview of how I have
scheduled files for calls over the years, and still do.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It works well for maintaining high
performance on a portfolio.<br /><br />C</span><span style="font-family: arial;">ALLING FILES – every three business days, skipping over
holidays, days off, or what have you.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">When working the files for the day, looking at the last time called, and
if it were a morning call, make the next one an afternoon call. </span><span style="font-family: arial;"> </span><span style="font-family: arial;">By calling every three business days, you won’t
call the person every Monday, for example, maintain a sense of urgency, and
rotate your inventory.<br /><br />C</span><span style="font-family: arial;">ALL BACKS – Obviously call the consumer back right
away!</span><span style="font-family: arial;"> </span><span style="font-family: arial;">But if you get a voicemail, a
post-it from a co-worker, or an email, make that a top priority.<br /><br />N</span><span style="font-family: arial;">O ANSWER CALLS – If you are not managing a large number of
files, don’t diarize no answer calls – leave them for today, and when you
complete your first run through your scheduled calls, go back and try the no
answer calls again.<br /><br />E</span><span style="font-family: arial;">VENING OR SATURDAY CALLS – If you are working a late night,
after 6pm, pull up all your Avoids Contact or No Contact files not worked in 3
days and make them your priority to reach out after business hours.<br /><br /></span><span style="font-family: arial;">REMINDERS FOR UPCOMING PAYMENT – if a debtor says they are
going to pay the account in more than 3 days, schedule the file for a reminder
call the day before the payment.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Call
the debtor or leave a message where you can reminding them of your scheduled
arrangement on ‘X’ date.<br /><br />P</span><span style="font-family: arial;">OSITIVE REINFORCEMENT OF PAYMENTS – If a debtor is making
regular payments by post-dated cheque, EFT, credit card, or what have you, call
the debtor the day after the payment with a positive reinforcement call.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">‘Bob, I see here you have paid another $100
yesterday, bringing your total paid to $3300 and a remaining balance of $854.60,
and your next payment is January 31</span><sup style="font-family: arial;">st</sup><span style="font-family: arial;">.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Do you have any questions?’ By doing this, you keep the debt top of mind, and if a number goes out of service or a debtor is struggling you know that now, not when the payment bounces.<br /><br />N</span><span style="font-family: arial;">SF OR BOUNCED PAYMENTS – Obviously, call the consumer the
day after the bounced payment, and follow up on a three business day turnover.<br /><br />C</span><span style="font-family: arial;">ALLING POSSIBLE LEADS – When calling a trace file with
possible numbers, you don’t need to hammer away at those every three business
days – put those on a 10 business day turnover, and remember not to escalate
the tone of your message – you might not have the right contact number for the
consumer!<br /><br />R</span><span style="font-family: arial;">EVIEW FILES – With broken arrangements, uncooperative
debtors, or consumers that avoid contact rather than simply giving up, I put
the file on a 90 day turnover for a review call. </span><span style="font-family: arial;"> </span><span style="font-family: arial;">‘Bob, I’m just updating your file for the
credit bureau and your balance with interest, have you filed for a consumer proposal,
bankruptcy, or anything I should be aware of?</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Do you have any questions?’<br /><br />W</span><span style="font-family: arial;">hen you manage your accounts in this way, you have effectively
a logic flow chart for how files will move forward after calling, based on
different scenarios.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">On a larger scale,
you can manage whole teams like this, and start tweaking your calling schedule
based on volumes, balances, and liquidation – how many times do you call a
file?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Do you move from a three business
day turnover to four?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">These are things
that can fine tune a team and deliver maximum results.<br /><br />G</span><span style="font-family: arial;">ot any questions?</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Feel free to drop me a line at </span><a href="mailto:blair@receivableaccounts.com" style="font-family: arial;">blair@receivableaccounts.com</a><br /><br /><span style="font-family: arial;">Thanks kindly,<br /></span><span style="font-family: arial;"><br />B</span><span style="font-family: arial;">lair DeMarco-Wettlaufer<br /></span><span style="font-family: arial;">KINGSTON Data & Credit<br />C</span><span style="font-family: arial;">ambridge, Ontario<br />2</span><span style="font-family: arial;">26-946-1730</span></p><p class="MsoNormal"><o:p></o:p></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-86510366848136750412022-05-06T08:52:00.000-07:002022-05-06T08:52:02.390-07:00Getting Hit By A Bus ... Or Break Your Thumb ...<p><span style="font-family: arial;"></span></p><div class="separator" style="clear: both; text-align: center;"><span style="font-family: arial;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjGoOBAi0HdoXGcQeBTp_moPNEbqe-6YgvZsxZKGREgy3HYWijdbI_aFJmuTYtkC4clwrOttkkvJHWfwAj21bWI8ZhvrVSOUhik5avAzhiSx7ZlzaRNNMqsAaAyR_OOSgTo1mmwlIFuhYUJp1bTPTn5ZBR7UVfN-c1v1UXnOy-g7H1JaAe9FKUZRmhL/s732/broken-thumb.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="549" data-original-width="732" height="240" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjGoOBAi0HdoXGcQeBTp_moPNEbqe-6YgvZsxZKGREgy3HYWijdbI_aFJmuTYtkC4clwrOttkkvJHWfwAj21bWI8ZhvrVSOUhik5avAzhiSx7ZlzaRNNMqsAaAyR_OOSgTo1mmwlIFuhYUJp1bTPTn5ZBR7UVfN-c1v1UXnOy-g7H1JaAe9FKUZRmhL/s320/broken-thumb.jpg" width="320" /></a></span></div><span style="font-family: arial;"><br /> </span><p></p><p class="MsoNormal"><b><span style="font-family: arial;">IF YOU GET HIT BY A BUS … OR BREAK YOUR THUMB…<br /><br /></span></b><span style="font-family: arial;">So a little over a month ago, I broke my thumb ….<br /><br />A</span><span style="font-family: arial;">s I spent a great deal of time in emergency rooms, doctor
appointments, pre-surgery and post-surgery appointments, everyone said ‘well it’s
not your writing hand, you’re lucky!’.<br /><br />W</span><span style="font-family: arial;">ho writes any more?</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Sure, I can still sign cheques, but we live in a world of typing.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">And I have to say, my 75 wpm rate was
severely hampered.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">With a two pound cast
and an immobilized thumb, I had to have my IT department swap out my keyboard,
because I had worn the letters off my keyboard, and typing one handed and looking
where I was going, I couldn’t tell which key was exactly which.<br /><br />O</span><span style="font-family: arial;">n top of the inability to type, I was on some serious pain
meds, up till a couple days ago.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So I was
not exactly at my best … I was getting about 10%-20% of my normal day done,
because I was slow, couldn’t concentrate, couldn’t drive, and was dopey.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">But I am really lucky on two counts.<br /><br /></span><span style="font-family: arial;"><br /><b>If I Got Hit By A Bus …<br /><br /></b></span><span style="font-family: arial;">I often talk about ‘what if I get hit by a bus’ when talking
about cross-training, putting in redundancies, delegating to other people …
well, this last month was a test drive.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">I told everyone to go to everyone else, wherever possible.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">And the people who are our management team,
our project managers, and people just willing to step up and give 110% did so,
and nothing caught fire (well, aside from the normal things that just happen in
business every day).<br /><br /><br /></span><b style="font-family: arial;">What’s This Weird Telephone Thing?<br /><br /></b><span style="font-family: arial;">So, people would send me emails, IM chat messages, texts …
and it was really impossible to type anything back aside from a few words (and
typing hurt).</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So I told everyone stop
texting me, start calling me.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I can tell
you, that was a very hard habit for people to break.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">But we started having people lean towards
calling me, which moved me for the last month from an operational touch point
to a strategic touch point – what I mean is people stopped asking me small
picture questions, and started calling me on big picture questions, or things
not easily explained in a chat message or email, touching on company culture.<br /><br /><br /></span><b style="font-family: arial;">Conclusion<br /><br /></b><span style="font-family: arial;">So things go wrong sometimes, and it’s important to be
personally flexible, and have your company be able to roll with the
punches.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">While I wouldn’t recommend
breaking your thumb, I feel validated in my trust for my team – if I got hit by
a bus, they are there to step up.<br /><br />Don't wait to delegate, don't wait to train your team to take leadership roles, don't discourage proactive thinking -- by the time you have a broken thumb, it's too late to put that into place in your company. Start planning now.<br /><br />G</span><span style="font-family: arial;">ot questions about redundancy planning, Agile Management,
or how much it hurts when they pull three pins out of your hand without
anesthetic?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Drop me an email.<br /><br /></span><span style="font-family: arial;">Thanks kindly,<br /><br />B</span><span style="font-family: arial;">lair DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data & Credit<br />C</span><span style="font-family: arial;">ambridge, Ontario<br />2</span><span style="font-family: arial;">26-946-1730</span></p>
<p class="MsoNormal"><a href="mailto:blair@receivableaccounts.com"><span style="font-family: arial;">blair@receivableaccounts.com</span></a>
<o:p></o:p></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com1tag:blogger.com,1999:blog-7692745499150397953.post-89505586951448378222022-03-04T08:23:00.003-08:002022-03-04T08:24:32.663-08:00Collection Tip – Explaining Why You Can’t Explain<p><span style="font-family: arial;"></span></p><div class="separator" style="clear: both; text-align: center;"><span style="font-family: arial;"><a href="https://blogger.googleusercontent.com/img/a/AVvXsEhoN8payHvgS4xAL__4gVplL6cPSW9bKf9eBdh-qrItJZv3tk8EZUgryAE81MfZZtqm1fxiqM-evqZNarbOohzMYqPplIdM0Un4ocILpfzTczAX35BGXsRWH4uJ2I_hyZIpa-CGmJliryHRb7qIphji1J8AX9aavBfDOl3oHbAxJ4c3uOxo0JwsuQsC=s450" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="450" data-original-width="450" height="200" src="https://blogger.googleusercontent.com/img/a/AVvXsEhoN8payHvgS4xAL__4gVplL6cPSW9bKf9eBdh-qrItJZv3tk8EZUgryAE81MfZZtqm1fxiqM-evqZNarbOohzMYqPplIdM0Un4ocILpfzTczAX35BGXsRWH4uJ2I_hyZIpa-CGmJliryHRb7qIphji1J8AX9aavBfDOl3oHbAxJ4c3uOxo0JwsuQsC=w200-h200" width="200" /></a></span></div><span style="font-family: arial;"><br /></span><span style="font-family: arial;"><br />How often do you get
this?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">You call and try to leave a
message for a debtor, and their spouse/roommate/guest at the home asks ‘what’s
this all about?’. </span><span style="font-family: arial;"> </span><span style="font-family: arial;">You obviously can’t tell
them details that would violate privacy rules, but you don’t want to sound
dodgy.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So what do you say?<br /></span><span style="font-family: arial;"><br /></span><p></p>
<p class="MsoNormal" style="background: rgb(197, 224, 179); mso-background-themecolor: accent6; mso-background-themetint: 102;"><span style="font-family: arial;"><i><span style="color: #444444; mso-ansi-language: EN-CA; mso-color-alt: windowtext;">A: ‘If you could take a message, that would be
great.<span style="mso-spacerun: yes;"> </span>I’m authorized to tell you my
name is Blair DeMarco-Wettlaufer, I am calling from Kingston Data & Credit,
and my direct telephone number is 226-946-1730’.</span></i></span></p>
<p class="MsoNormal" style="background: rgb(197, 224, 179); mso-background-themecolor: accent6; mso-background-themetint: 102;"><span style="color: #444444; font-family: arial;"><i><span style="mso-ansi-language: EN-CA; mso-color-alt: windowtext;">A: ‘May I ask your name?<span style="mso-spacerun: yes;"> </span>I’m sorry, but [Bob Smith] hasn’t indicated I’m
allowed to disclose details to that person.<span style="mso-spacerun: yes;">
</span>If they could contact me and indicate I can share information with you,
I would be happy to do so’.</span></i><i><span style="mso-ansi-language: EN-CA;"><o:p></o:p></span></i></span></p>
<p class="MsoNormal"><span style="font-family: arial;"><br />Taking it a step
further, what happens when someone asks pointed questions?</span></p>
<p class="MsoNormal" style="background: rgb(197, 224, 179); mso-background-themecolor: accent6; mso-background-themetint: 102;"><span style="color: #444444;"><span style="font-family: arial;"><i><span style="mso-ansi-language: EN-CA; mso-color-alt: windowtext;">Q: Is this a collection agency?<br /><br />A</span></i></span><i style="font-family: arial;">: Our company provides a number of services – if you
would like to look at our company website, it gives an overview of what
Kingston Data & Credit does. But I
am afraid without [Bob Smith’s] consent to disclose details to you, I can’t
speak to the specific reason I am calling.</i></span></p>
<p class="MsoNormal" style="background: rgb(197, 224, 179); mso-background-themecolor: accent6; mso-background-themetint: 102;"><span style="color: #444444;"><span style="font-family: arial;"><i><span style="mso-ansi-language: EN-CA; mso-color-alt: windowtext;">Q: Why do you want to talk to [Bob Smith]?<br /><br />A</span></i></span><i style="font-family: arial;">: I’m calling regarding a business matter between our
company and [Bob Smith]. Aside from that,
I’m not authorized to disclose details to you without further instructions from
[Bob].</i><span style="background-color: transparent; font-family: arial;"> </span></span></p>
<p class="MsoNormal" style="background: rgb(197, 224, 179); mso-background-themecolor: accent6; mso-background-themetint: 102;"><span style="color: #444444;"><span style="font-family: arial;"><i><span style="mso-ansi-language: EN-CA; mso-color-alt: windowtext;">Q: Is [Bob Smith] in trouble?<br /><br />A</span></i></span><i style="font-family: arial;">: This is a business matter involving [Bob], I’m
afraid I can’t get into further details unless [Bob] authorizes me to disclose details.</i><span style="background-color: transparent; font-family: arial;"> </span></span></p>
<p class="MsoNormal" style="background: rgb(197, 224, 179); mso-background-themecolor: accent6; mso-background-themetint: 102;"><span style="color: #444444;"><span style="font-family: arial;"><i><span style="mso-ansi-language: EN-CA; mso-color-alt: windowtext;">Q: Does [Bob Smith] owe you money?<br /><br />A</span></i></span><i style="font-family: arial;">: I really can’t disclose any information regarding [Bob],
as hasn’t given me authorization to speak to another person regarding this
matter. If he would like to direct me to
speak to you, I can certainly share details with you afterwards.</i></span></p>
<p class="MsoNormal"><span style="font-family: arial;"><br />Now what about someone
who calls in, won’t identify themselves, but want to know who you are and what
you do?</span><span style="font-family: arial;"> </span></p>
<p class="MsoNormal" style="background: rgb(197, 224, 179); mso-background-themecolor: accent6; mso-background-themetint: 102;"><span style="color: #444444;"><span style="font-family: arial;"><i><span style="mso-ansi-language: EN-CA; mso-color-alt: windowtext;">Q: What company is this?<br /><br />A</span></i></span><i style="font-family: arial;">: This is the direct line for myself, Blair DeMarco-Wettlaufer,
and I work at Kingston Data & Credit.
How can I be of assistance?</i></span></p>
<p class="MsoNormal" style="background: rgb(197, 224, 179); mso-background-themecolor: accent6; mso-background-themetint: 102;"><span style="color: #444444;"><span style="font-family: arial;"><i><span style="mso-ansi-language: EN-CA; mso-color-alt: windowtext;">Q: Why are you constantly calling my number?<br /><br />A</span></i></span><i style="font-family: arial;">: I’d be happy to assist you – I’d need to know the
number I am calling, and your name, and I can look up why we are calling. </i></span></p>
<p class="MsoNormal" style="background: rgb(197, 224, 179); mso-background-themecolor: accent6; mso-background-themetint: 102;"><span style="color: #444444;"><span style="font-family: arial;"><i><span style="mso-ansi-language: EN-CA; mso-color-alt: windowtext;">Q: I don’t want to tell you anything<br /><br />A</span></i></span><i style="font-family: arial;">: That makes it very hard for me to answer your question
then – I’m happy to assist you, but I will need a little information to get
started.</i></span></p>
<p class="MsoNormal"><span style="font-family: arial;"><br />So what do you do when
someone calls in and gives you a little information showing they know why you
are calling, but you still can’t speak to them regarding the debt?</span><span style="font-family: arial;"> </span></p>
<p class="MsoNormal" style="background: rgb(197, 224, 179); mso-background-themecolor: accent6; mso-background-themetint: 102;"><span style="color: #444444;"><span style="font-family: arial;"><i><span style="mso-ansi-language: EN-CA; mso-color-alt: windowtext;">Q: Can I speak to you about [Bob Smith’s] debt?<span style="mso-spacerun: yes;"> </span>He received a letter from you yesterday, and
I am his wife [Mary Smith].<br /><br />A</span></i></span><i style="font-family: arial;">: [Mary], I’d be happy to assist you, but I don’t
have authorization from [Bob] to speak to you about any file in our
office. If you have general questions
about our company and how we work, I can assist you, but I can’t talk directly
about any of [Bob’s] personal information.</i></span></p>
<p class="MsoNormal"><span style="font-family: arial;">You will notice in all
the examples above, it’s not just a curt ‘I can’t talk to you’, it’s more of ‘here
is what I can say, I am a reasonable person, but here’s what I can’t say’
approach.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">This makes you sound protective
of the debtor’s privacy (which you absolutely should be doing), but responding
in a business-like manner that doesn’t make you sound like a scam.</span></p>
<p class="MsoNormal"><span style="font-family: arial;">The other important
thing is to make sure your name, direct line, and who you are is available
online – don’t let 800notes.com or some other website determine whether you are
reputable or not – make sure you are involved in the conversation about your
team members online.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Here’s a sample for
one of our team members as an example:</span></p>
<p class="MsoNormal"><a href="https://kingstondc.ca/meaghan-rahn/" style="font-family: arial;">Meaghan Rahn - Receivables &
Outreach Manager | Kingston Data & Credit (kingstondc.ca)</a></p><p class="MsoNormal"><span lang="EN-US"><o:p><span style="font-family: arial;">The whole point here is we have a very fine line to walk with confidentiality, but our job is communication -- you can still project an open dialogue without disclosing sensitive information, increasing your chances of a callback or cooperative person.</span></o:p></span></p>
<p class="MsoNormal"><span style="mso-ansi-language: EN-CA;"><o:p><span style="font-family: arial;">Got anything to add to these examples? Feel free to drop me a line or give me a call.<br /></span></o:p></span><span style="font-family: arial;"><br />Thanks kindly,<br /><br />Blair DeMarco-Wettlaufer<br />KINGSTON Data & Credit<br /></span><span style="font-family: arial;">226-946-1730<br />blair@receivableaccounts.com </span></p><br /><p></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-43192698619582393632022-02-04T07:30:00.003-08:002022-02-04T08:07:47.167-08:00On Training For Collections<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/a/AVvXsEicao2CUczV2aOGzl41FIi6z7Ja1wPLqYVQbAGVorbXi5VrDeB6JUeY3KMh5JQkcuvB0sM0557ME77VgruKCjhAJsKWCGGnW6NLnhTKR_wE9ybnJihlJiYcb8vFETEl4mjGCmR8zwgKCC6-JfIsMk4GyI0O3VX_N20g1XLrzoQN6XgEkLv6PZZoNYne=s860" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="672" data-original-width="860" height="250" src="https://blogger.googleusercontent.com/img/a/AVvXsEicao2CUczV2aOGzl41FIi6z7Ja1wPLqYVQbAGVorbXi5VrDeB6JUeY3KMh5JQkcuvB0sM0557ME77VgruKCjhAJsKWCGGnW6NLnhTKR_wE9ybnJihlJiYcb8vFETEl4mjGCmR8zwgKCC6-JfIsMk4GyI0O3VX_N20g1XLrzoQN6XgEkLv6PZZoNYne=s320" width="320" /></a></div><br /><p><span style="font-family: arial;">So we have a lot of
new people starting at our company, and I’m watching training happening around
me, and it brings up a very important topic that I really haven’t addressed in
any of my previous blogs over the last decade – how do you train a new
collector?<br /><br />I</span><span style="font-family: arial;">t’s not like you can
sit someone down, have them watch a 30 minute training video, and let them
loose – collections is a complex thing, with negotiation, tone, empathy,
legislation, privacy, and performance that all get mixed together.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Different collectors have different styles
and strengths.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I’ve always referred to
it as a ‘strange golf bag of skills’ that makes a good collector.<br /><br />As well, i</span><span style="font-family: arial;">t’s not like people
grow up and say ‘I want to be a bill collector when I grow up’, go to bill
collector school, intern at a collection agency, and then get a full time
role.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">People just fall into collections.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I was supposed to end up as an English
teacher when I went to university.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So
when we hire someone, what’s the best way to train them?<br /><br /><br /><b>W</b></span><span style="font-family: arial;"><b>hat Not To Do<br /><br /></b></span><span style="font-family: arial;">Well, I can tell you,
having worked for a number of agencies, the first most important way to *not*
train a collector is sit them next to an experienced collector for half a day,
and then say ‘good luck’ and throw them on the phones.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">But I’ve seen that at numerous agencies.<br /><br />T</span><span style="font-family: arial;">he other way to not
train a collector is sit them in a classroom for 4 weeks to learn about the
FDCPA … crushing their soul and brain, and then *not* hand them the actual
FDCPA, which is 23 pages.<br /><br />I</span><span style="font-family: arial;">t’s also important to
work on walking before running – train on what’s legal and allowed before
getting into the fine points of negotiation.<br /><br /><br /></span><span style="font-family: arial;"><b>The New Collector And Their First Few Days<br /><br /></b></span><span style="font-family: arial;">Starting a new job for
anyone is a daunting experience – there’s a lot to learn, outside the skills needed
for the job – learning everyone’s name, figuring out the culture, learning
software – it’s a huge rush of information, and people will be worn out just from
learning in a compressed time frame.<br /><br />T</span><span style="font-family: arial;">he good thing though,
is their mind is wide open to learning everything – keep that mindset open as
long as you can.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Lay out a roadmap of
what they should learn, and in what order.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">You can have a time frame for them to learn it, but some folks are fast
learners while others take more time – be flexible with the time frame, but
keep the ‘order of operations’ on what to learn as the plan.<br /><br />W</span><span style="font-family: arial;">hen training someone,
try to teach them one thing at a time.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">You can’t learn a software program and negotiation skills and
legislation on collections all at once.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Try to pick one thing at a time, let them master it and feel good about
it, and then move on to the next thing.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">When a new collector is on the phone and does three things not quite
right, try to focus on one thing to fix at a time, so the new person feels they
are accomplishing something.<br /><br />A</span><span style="font-family: arial;">nd while they are on
the phone with a consumer the first while, don’t try to tell them what to do during
the call – their mental energy should be focused on the call itself, and you can
review what went right and wrong after the call ends.<br /><br />M</span><span style="font-family: arial;">ake sure to give
positive feedback – not every account will be collected.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If a consumer is uncooperative but the new
collector says everything right, point that out.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">And of course, when their call results in
collection, make sure they know they did a good job.<br /><br />I</span><span style="font-family: arial;">t’s also important to
make sure you explain the why of what we do, not just the how – sometimes its
legislative, sometimes its learning from experience.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If you explain the why, you are more likely
to gain trust of the new person to be open to the training.<br /><br /><br /></span><span style="font-family: arial;"><b>Learning By Doing, But
Keep a Lifeline There<br /><br /></b></span><span style="font-family: arial;">Sticking someone in a
classroom is my definition of hell – people don’t learn by being told what to
do, they learn best by doing it.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">That doesn’t
mean throwing them to the wolves, but there’s no reason they can’t do the
typing on the software while an experienced collector makes calls for a day, so
they learn that part through experience.</span><span style="font-family: arial;"> <br /><br />I</span><span style="font-family: arial;">t also means getting
them on the phone in a reasonable time frame (my personal preference is day 3
or 4), and let them stumble along for a bit.<br /><br />W</span><span style="font-family: arial;">hile you should have
someone sitting and coaching them for each call, you don’t want to hover over
them for days and days – you want to ease back as the new person gains
confidence.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Will every call be perfect?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Of course not … but you want to keep a mentor
or experienced person nearby to coach them when they hear something slightly
out of line, helping the new person develop good habits.<br /><br /><br /><b>T</b></span><span style="font-family: arial;"><b>he Three Month Crash<br /><br /></b></span><span style="font-family: arial;">When a new person
starts, they are open to learning anything.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">And when they start succeeding, they start to relax – that can also lead
to them not being critical of themselves, and not thinking to themselves after
the call ‘what could I have done better?’.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">That can lead to sloppiness and a crash in results.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Collections requires a sharp mind, and self-reflection
and improvement constantly.<br /><br />W</span><span style="font-family: arial;">hen a new person has their
success slump in their third month or so (and I’ve seen that in my years it
happens in about 50% of inexperienced collectors), make sure you don’t crush
them and tell them they’ve failed, go back to the training process, figure out
where they’ve made a left turn at Albuquerque, and work on fixing those
things.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">And then try to instill that
sharpness, that self-reflection that’s going to be needed in the long run.<br /><br /><br /></span><span style="font-family: arial;"><b>When Experienced People
Start Failing<br /><br /></b></span><span style="font-family: arial;">It’s hard to tell an
experienced person that they are failing without them taking it personally –
but maybe they got sent home during the pandemic, and developed bad habits, or
maybe small bad habits have accumulated over a year or two, where one small
word choice isn’t harmful, but five to ten little things add up to be a problem,
or they’ve become frustrated with the job of collections (which isn’t for
everyone), and it starts coming across in those calls.<br /><br />T</span><span style="font-family: arial;">he important thing is
to have a private conversation with the person, talk about they ‘why’ not the
how … what do they think is failing, talk about statistics and compare them
over the last several months, or to other folks on the team, and make sure they
understand some remedial training is in order, but it’s not a punishment, it’s support
and an outreach of help.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Make sure the
team member opens up their mind and is willing to accept assistance, and not feeling
like their back is against the wall.<br /><br />A</span><span style="font-family: arial;">nd for goodness sake,
get rid of all the soul crushing things at your company that can wreck a person’s
morale like a <a href="https://receivableaccounts.blogspot.com/2015/09/the-collection-agency-whiteboard.html" target="_blank">white board</a>.<br /><br /><br /><b>C</b></span><span style="font-family: arial;"><b>onclusion<br /><br /></b></span><span style="font-family: arial;">Training is really
ongoing for all levels of experience in collections – new portfolios come in,
new legislation is passed, new tools are added to the collector’s arsenal.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">The important thing is keeping them open
minded, and building a win-win scenario where they are happy to work at your
company, and you are there to help them with whatever they need, whether they
are new, experienced, stumbling, or succeeding.<br /><br />G</span><span style="font-family: arial;">ot training tools or
tips?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Success stories?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Leave a comment or drop me a line.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">When we build successful, professional
collection staff, we improve the industry as a whole.<br /><br /></span><span style="font-family: arial;">Thanks kindly,<br /><br />B</span><span style="font-family: arial;">lair
DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data &
Credit<br />L</span><span style="font-family: arial;">argo, FL<br />2</span><span style="font-family: arial;">26-946-1730<br /></span><a href="mailto:blair@receivableaccounts.com" style="font-family: arial;">blair@receivableaccounts.com</a></p>
<p class="MsoNormal"><br /></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-63729792294239132872022-01-21T07:39:00.003-08:002022-01-21T07:39:35.551-08:00Collection Agency Communication and Consent<div style="text-align: left;"><span style="font-family: arial;"> </span></div><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/a/AVvXsEgJSuzwSNkGUwov-cP8f39HmkWXOA1Nb10RjQNI8Yhi2HgWKM3QnvziA9j1FbLwXzcesXrcfzDUkl2ZW-CoZgbrG2TO17esKw1Ha_rQRfDm2HK5Fuab7QPYfkV3FGPObqFNh-6Six-FPXf-VfSas541wsCNInSbKXKrWdhKtOk0uO8TwYD7eTz_dOcg=s400" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><span style="font-family: arial;"><img border="0" data-original-height="400" data-original-width="400" height="320" src="https://blogger.googleusercontent.com/img/a/AVvXsEgJSuzwSNkGUwov-cP8f39HmkWXOA1Nb10RjQNI8Yhi2HgWKM3QnvziA9j1FbLwXzcesXrcfzDUkl2ZW-CoZgbrG2TO17esKw1Ha_rQRfDm2HK5Fuab7QPYfkV3FGPObqFNh-6Six-FPXf-VfSas541wsCNInSbKXKrWdhKtOk0uO8TwYD7eTz_dOcg=s320" width="320" /></span></a></div><p class="MsoNormal"><span style="font-family: arial;">I get asked a lot by
clients and colleagues about consent to communicate with consumers in
collections, especially by email and SMS.
Understandably, there’s a lot of confusion about that, especially with electronic
communication methods like SMS or email.
In Canada, there are a couple guidelines that dictate what can and can’t
be done.<br /><br /></span><b><span style="font-family: arial;"><br />What Do The
Collection Acts Say?<br /><br /></span></b><span style="font-family: arial;">Well, nowhere in the
various provincial or territorial acts does it say that a collection agency has
to ask permission to communicate with consumers.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Now, most of the legislation is built on
foundations written in the 1970’s, so there’s a lot in there about telephone,
letter mail, and occasionally even telegram, but across the board, the various acts
talk about how often you can attempt contact, what hours and days you can
attempt contact, and what can be said in the contact, and to whom you may disclose
information, but doesn’t get into communication methods outside of telephone or
mail.<br /><br />N</span><span style="font-family: arial;">ow, more recent amendments
to the Acts in Ontario, British Columbia and Nova Scotia get into sending
collection notices by email so it’s implied that email is fine for other
communications.<br /><br />T</span><span style="font-family: arial;">he one thing that is
clear in the Acts are options for consumers to opt-out of communications that
cost them money (although the days of pay per text or cell phone minutes are
99% gone), or consumers to opt-out of any communication other than letter mail,
if they send their communication request in writing – it used to be registered
mail, but now it’s any sort of trackable communication such as fax, email, etc.<br /><br />S</span><span style="font-family: arial;">o, creditors can pass
information on to their collection agency and the agency is allowed to use all
methods of communication, until told otherwise. Nowhere in any Act does it say a consumer needs to ask permission to send an SMS, email, or make a telephone call.<br /><br /></span><span style="font-family: arial;">So, unless a consumer
indicates otherwise, consent isn’t needed to sent an SMS or an email.</span></p>
<p class="MsoNormal"><b><span style="font-family: arial;"><br />What Does The Office
of the Privacy Commissioner Say?<br /><br /></span></b><span style="font-family: arial;">The various findings
of the Office of the Privacy Commissioner have a few references to collection
agencies, mostly when collection agents have spoken to consumer’s employers,
faxed items, or generally broadcast information regarding a debt to someone
other than the consumer – that’s really covered under the collection acts,
nothing groundbreaking here.<br /><br /></span><span style="font-family: arial;">There are a few
findings where it was questioned whether a creditor could pass information to
the collection agency – and the general stance is that if that information directly
impacted the collection agency’s role of collecting a debt, it was fine.<br /><br />I</span><span style="font-family: arial;">n general terms for
all businesses, the Privacy Commissioner does have rules about a company having
reasonable precautions to validate the identity of a consumer before disclosing
personal information.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">They don’t specify
how many points of information or needed or what the policy should be, but a
collection agency must have one.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So, for
example, if you call Dave Smith at the telephone number provided by the
creditor, ask for Dave Smith, and get a ‘yes, that’s me’ you’ve technically
confirmed the consumer’s identity by two pieces of information – name and
telephone number.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">That would be sufficient
as far as a policy goes.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Now, if you are
looking for Dave Smith and start pulling names out of Canada411, you’re going
to need another way to validate the identity of the consumer you are calling
(because they are ALL Dave Smith, but not necessarily the right one, and when
you call, you aren’t validating by two pieces of information like the first
example).<br /><br />T</span><span style="font-family: arial;">he same policy should
be applied to email and SMS.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">This might
require some back and forth, but before you get into details of the debt you
should make sure you know who you are talking to.<br /><br /><br /></span><b><span style="font-family: arial;">What Does the
Canada Anti-Spam Legislation (CASL) Say?<br /><br /></span></b><span style="font-family: arial;">Well, CASL is mostly
focused on companies spamming people with emails trying to solicit them, but
there’s a very important exception for ‘enforcement of a right, or pursuit of
enforcement of a right’ so for contacting debtors who owe money, consent is not
required.<br /><br /></span><a href="https://www.fightspam.gc.ca/eic/site/030.nsf/eng/home" style="font-family: arial;">https://www.fightspam.gc.ca/eic/site/030.nsf/eng/home</a><br /><br /><br /><b><span style="font-family: arial;">What Other Considerations
For Communication Should Be Made?<br /><br /></span></b><span style="font-family: arial;">This is where
you can go into the weeds.</span><span style="font-family: arial;"> <br /></span><span style="font-family: arial;"><br />What can you
disclose to whom when you have a judgment, outside of filing a
garnishment?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">What happens when the
consumer has provided the creditor an email address owned by their place of
employment?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">All good questions, and no
black and white answers.</span><span style="font-family: arial;"> <br /></span><span style="font-family: arial;"><br />The important
thing is to approach these processes thoughtfully and use discretion.<br /><br /><br /></span><b><span style="font-family: arial;">Conclusion<br /><br /></span></b><span style="font-family: arial;">I am a huge fan of
modern communication channels, but I get twitchy when folks start talking about
just firing out payment links to a consumer without talking to them, or
reminder for payment SMS messages – that works fine in a direct creditor to
consumer world, but collection agencies that don’t have an established
relationship with the consumer are treading on unproven ground here.</span><span style="font-family: arial;"> If we haven't spoken to the consumer, we don't know we have the right party, so it's not an issue of consent, it's an issue of validation.<br /><br />Sending an email or an SMS to a consumer with information they gave the creditor is certainly fine, as long as that communication is 'call me' or 'is this the right party before we go any further?'.<br /><br />T</span><span style="font-family: arial;">he important thing is
to remember that the collection legislation is paramount, and it has several
warnings about disclosing information to someone other than the consumer.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">While we can’t stop someone from sharing a
personal email account, opening someone else’s mail, or pretending to be the
consumer in question, reasonable processes need to exist to show that the
collection agency is using personal information responsibly.<br /><br />T</span><span style="font-family: arial;">hat’s my two cents
and rant for this week – got some questions or ideas?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I really do appreciate my colleagues reaching
out to discuss these topics, it makes us all better.<br /><br /></span><span style="font-family: arial;">Thanks kindly,<br /><br />B</span><span style="font-family: arial;">lair
DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data &
Credit<br />C</span><span style="font-family: arial;">ambridge, Ontario<br />2</span><span style="font-family: arial;">26-946-1730<br /></span><a href="mailto:blair@receivableaccounts.com" style="font-family: arial;">blair@receivableaccounts.com</a></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-16575631292182003282022-01-07T11:26:00.000-08:002022-01-07T11:26:06.539-08:00The Crisis of Covid and Absenteeism<p></p><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/a/AVvXsEj0SZSiq2-VVKcFlWXEYaZt18tUJriKwbQxxPL57PNhrpwZNqs5iNcSq1GpAWryY26uOE-4Zqq4VpGU-cVK0okOEyYDmW3TIItAhcR8lYcByIhAfhN-ioNA4XyyJ_Z5C_59UQJW1UgJ9QCcTUksyFRLE4BDAvjfVQMIZ5j_6sPGM-QQseYhSpWG33-o=s514" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="491" data-original-width="514" height="191" src="https://blogger.googleusercontent.com/img/a/AVvXsEj0SZSiq2-VVKcFlWXEYaZt18tUJriKwbQxxPL57PNhrpwZNqs5iNcSq1GpAWryY26uOE-4Zqq4VpGU-cVK0okOEyYDmW3TIItAhcR8lYcByIhAfhN-ioNA4XyyJ_Z5C_59UQJW1UgJ9QCcTUksyFRLE4BDAvjfVQMIZ5j_6sPGM-QQseYhSpWG33-o=w200-h191" width="200" /></a></div><br /><span style="font-family: arial;"><br />Here we go again...<br /></span><span style="font-family: arial;"><br />So here we are, the first week of 2022, and
Covid-Omicron is rampaging across the country, and people are getting
sick.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">A lot of people.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I would guess this week that at least 20% of
our team members are sick to some degree, whether it’s Covid or something
else.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">That’s crazy.<br /><br />S</span><span style="font-family: arial;">o, the last two weeks have been a bit
hectic (as the understatement of the year).</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Between Christmas holidays, Christmas vacations that were planned, and
then adding in a lot of people being off unexpectedly, and all the while pushing
everyone back out to working from home as much as possible, the start of 2022
has been less than easy.<br /><br /></span><span style="font-family: arial;">That being said, we’ve been very lucky on a
few fronts, that have made this week only slightly hellish, instead of full
blown emergency.<br /><br />What worked for us? Things we set up long, long ago, in the normal world of pre-2020...<br /><br /><br /></span><b><span lang="EN-US"><span style="font-family: arial;">Flex Schedules to the Rescue!<br /><br /></span></span></b><span style="font-family: arial;">Sometimes setting up a flexible schedule
option for your staff isn’t just about the employee, some times it benefits the
employer.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We’ve got a few folks working from
home and not feeling anywhere near 100% -- so they’re logging in, doing what
they can, logging out, and coming back on later in the day.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Our team members are doing their best, and
covering what needs to be done, so why watch a clock? </span><span style="font-family: arial;"> </span><span style="font-family: arial;">Something to think about if you are holding
your team members to a rigid schedule.<br /><br /><br /></span><b style="font-family: arial;"><span lang="EN-US">Banked Time<br /><br /></span></b><span style="font-family: arial;">A lot of folks at our company have banked
excess time in the past, and we also top up their banked time with 4.5 hours a
month to give them paid time off, so people can take time to get better, not slog
through the day at 20-60% of their normal selves.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">That time they put in previously can be used
now when they need it. It all comes down to respecting boundaries of staff members, and remembering when they put in more than 37.5 hours in a week -- you have to pay it back at some point, like now.<br /><br /><br /></span><b><span lang="EN-US"><span style="font-family: arial;">Cross-Training To The Rescue!<br /><br /></span></span></b><span style="font-family: arial;">Many, many years ago I wrote a blog article about being like Star Trek (the Next Generation, not TOS), about having a company where anyone can slide into another chair to cover tasks
if needed.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Well, it’s working, as we’re
down to a handful of staff in-office, and with a number of people off sick.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Other folks are making sure the mail is run,
client requests are handled, couriers are going out … exactly what I hoped for
when we started setting our company up many years ago.<br /><br /></span><span lang="EN-US"><span style="font-family: arial;"><br /><b>What Can We Learn From This?<br /><br /></b></span></span><span style="font-family: arial;">This isn’t a blog about ‘</span><i style="font-family: arial;">woe is me, 20%
of our staff is off, life is hard</i><span style="font-family: arial;">’ … this is about us getting through the
problem, and at the other end when the dust settles, look back and see if we could
have done anything to make this month’s crisis any smoother.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Should we have cross-trained more?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Did we have too much work piled on a handful
of team members and they couldn’t take the strain of so many people being
off?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">After it’s all over, is everyone
okay, had a chance to decompress, and feel better?<br /><br />C</span><span style="font-family: arial;">ompanies need to be resilient – if things
come toppling down because you remove 1 person, or 12 people, then it’s time to
look at how your company is built, and make it stronger to weather uncertainty
and crises like this.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I’m grateful for the
folks who choose to work at our company, and I want them all to be safe,
healthy and happy as much as I am able to help with that.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I also want our company to be safe, healthy and
happy, and continue to ride the rollercoaster of 2021-2022 – with extreme highs
and lows, that should all balance out.<br /><br />Are you having a rollercoaster 2021-2022? Want to swap war stories and share how we can all get through this together? Drop me an email or give me a call. A rising tide lifts all boats.<br /><br />H</span><span style="font-family: arial;">appy new year!<br /><br />B</span><span style="font-family: arial;">lair DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data & Credit<br />2</span><span style="font-family: arial;">26-946-1730<br /></span><a href="mailto:blair@receivableaccounts.com" style="font-family: arial;">blair@receivableaccounts.com</a><p></p>
<p class="MsoNormal"><span lang="EN-US"><o:p><span style="font-family: arial;"> </span></o:p></span></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-62783770521776080352021-11-26T07:47:00.004-08:002021-11-26T07:48:15.180-08:00Working From Home and Company Culture<div style="text-align: left;"><span style="font-family: arial;"> <div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhEJRCcHzAVeOfmJjWir9TL0OzRiAL1b7kBkqZeR92Vgh41ndZA4Edy0GsXqDKpqvFVXTO8sGfTiEATjR5PzlwmJX3Xgwk7t8E4WgLeUsKXWLklCR7ezuDvSv3Vnlofa1S_LdI_OoSf6iI/s250/red-home.jpg" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="250" data-original-width="238" height="250" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhEJRCcHzAVeOfmJjWir9TL0OzRiAL1b7kBkqZeR92Vgh41ndZA4Edy0GsXqDKpqvFVXTO8sGfTiEATjR5PzlwmJX3Xgwk7t8E4WgLeUsKXWLklCR7ezuDvSv3Vnlofa1S_LdI_OoSf6iI/s0/red-home.jpg" width="238" /></a></div><span style="mso-ansi-language: EN-CA;"><br />Last night we had the
first Credit Institute of Canada dinner meeting to celebrate a graduating
student, and some of the attendees saw each other for the first time in person
in nearly two years.<span style="mso-spacerun: yes;"> </span>One of the
discussions that came up as we caught up in person was talking about our
various work places and the wide variety of work from home policies we each
had.<br /></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;">I feel pretty passionately
about two things – first, work from home is here to stay.<span style="mso-spacerun: yes;"> </span>It’s proven it can work, 90% of our team
continue to work remotely at some degree or other, and I feel it’s kinder and
fairer to our company team members and keeps a work/life balance.<span style="mso-spacerun: yes;"> </span>While we aren’t in a downtown work
environment and most people have a 10-30 minute drive, folks who work in
Toronto often have to suffer a 1.5+ hour drive into work, that’s insane.<span style="mso-spacerun: yes;"> </span>And what about if you need your water heater
replaced at home, or the buses aren’t running for your kids that day?<span style="mso-spacerun: yes;"> <br /> </span></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;">Now that being said, I
don’t think 100% work from home for everyone all the time is sustainable – not because
of the ability to get work done, but because over the pandemic, I’ve seen a few
things fray a bit.<br /></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><b><span style="mso-ansi-language: EN-CA;">The Ease of In
Person Teamwork<br /></span></b><b><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></b><span style="mso-ansi-language: EN-CA;">First, it’s more
efficient to turn your chair around or pop into someone’s office to ask a complex
question that have an email chain of messages back and forth, or a quick huddle
to figure out a solution to a problem than organize a Zoom call, get everyone
online, make sure folks aren’t muted, etc.<span style="mso-spacerun: yes;">
</span>Is it worth making everyone drive in every day?<span style="mso-spacerun: yes;"> </span>No, but the ease of teamwork in person can’t
be forgotten.<br /></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><b><span style="mso-ansi-language: EN-CA;">Keyboards Aren’t
Intuitive<br /></span></b><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;">At our company, I can
see a very slow erosion of culture.<span style="mso-spacerun: yes;"> </span>We’re
fine, but we might not be 1-2 years from now.<span style="mso-spacerun: yes;">
</span>People start drifting off of work processes and habits, and there’s no
osmosis to keep company skills flowing from more experienced people to
others.<span style="mso-spacerun: yes;"> </span>A typed email lacks the empathy
an in person meeting might have with facial and body language cues.<span style="mso-spacerun: yes;"> </span>A Zoom conversation isn’t the same as an in
person one, even though you can see each other’s faces.<br /></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><b><span style="mso-ansi-language: EN-CA;">Our New Normal<br /></span></b><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;">Before the pandemic,
many provinces and states wouldn’t dream of having collection staff work
remotely – but, the world has changed.<span style="mso-spacerun: yes;">
</span>Pretty much all are open to remote work, even after the pandemic
ends.<span style="mso-spacerun: yes;"> </span>There hasn’t been a spike in
consumer complaints, or privacy issues, so all seems well compliance wise for
folks being able to continue to work from home.<br /></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;">So how are we going to
handle things now, and in the foreseeable future when Covid is in the rearview
mirror?<span style="mso-spacerun: yes;"> </span>We’re asking our team members who
are settled in to the company, trained, and doing well to come in 4 days a
month.<span style="mso-spacerun: yes;"> </span>We don’t care which 4 days, they get
to pick.<span style="mso-spacerun: yes;"> </span>If they have a role that requires
more hands on work, like IT or payment processing, then it’s 10 days.<span style="mso-spacerun: yes;"> </span>New folks will start in the office full time,
but as they get their feet under them, they can move to working from home.<br /></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;">We started our ‘new
normal’ at the beginning of November, and I’m already seeing a difference – while
our office is by no means full, the people are coming in here and there, and seeing
each other face to face.<span style="mso-spacerun: yes;"> </span>I’m overhearing
joking, venting, sharing experiences, or even talking about their kids or what
they did this past weekend – things that have been missing for the last 18 months.<span style="mso-spacerun: yes;"> </span>I take that as a good sign.<br /></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;">Some folks want to come
in every day, and that’s totally fine – I’m one of them.<span style="mso-spacerun: yes;"> </span>I feel I get more done in the office than working
remotely.<span style="mso-spacerun: yes;"> </span>But I don’t think our company
will ever live in a world where we make everyone come in to the office every
day, ever again.<br /></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><b><span style="mso-ansi-language: EN-CA;">Conclusion<br /></span></b><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;">What’s your experience
with your company and working from home?<span style="mso-spacerun: yes;">
</span>Always interested to hear what other folks are doing, in the credit space
or otherwise.<span style="mso-spacerun: yes;"> </span>Drop me an email or give
me a shout.<br /></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;">Thanks kindly,<br /></span><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span><span style="mso-ansi-language: EN-CA;">Blair DeMarco-Wettlaufer<br /></span><span style="mso-ansi-language: EN-CA;">KINGSTON Data &
Credit<br /></span><span style="mso-ansi-language: EN-CA;">Brantford, Ontario<br /></span><span style="mso-ansi-language: EN-CA;">226-946-1730<br /></span><span style="mso-ansi-language: EN-CA;"><a href="mailto:blair@receivableaccounts.com">blair@receivableaccounts.com</a></span></span></div><p style="text-align: left;">
<br /></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-81886239275362049142021-11-12T06:56:00.002-08:002021-11-12T06:56:06.471-08:00Financial Literacy – Credit Bureau Reports and Monitoring Services <div style="text-align: left;"><span style="font-family: arial;"> <br /><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg7oKuQlvYjopBg6aZpjokarp9mX1vqNdSq7VlXrDe8qiAvG2uVrEg7sTAVrTj6l_HGZVxgfKjvYKkYplXgaeoTZIa_8G6bO3WpjpRebWgEv4bkaoDr51glPHKOM3IHwXbqx44nanfgO-k/s781/financialliteracymonth.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="518" data-original-width="781" height="212" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg7oKuQlvYjopBg6aZpjokarp9mX1vqNdSq7VlXrDe8qiAvG2uVrEg7sTAVrTj6l_HGZVxgfKjvYKkYplXgaeoTZIa_8G6bO3WpjpRebWgEv4bkaoDr51glPHKOM3IHwXbqx44nanfgO-k/s320/financialliteracymonth.jpg" width="320" /></a></div><o:p><br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">So, it’s financial literacy month, and I’m
watching different folks weigh in on Twitter and Linkedin.<span style="mso-spacerun: yes;"> </span>An interesting topic that comes up is credit
reports.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">I’ve mentioned this in the past, and I will
mention it again – you should pull a copy of your credit bureau at least once a
year, to make sure you don’t have any errors on it or things you weren’t aware
of. <span style="mso-spacerun: yes;"> </span>Better to know about an outstanding collection
or judgment now than when you go to buy a car, for example.<span style="mso-spacerun: yes;"> </span>And certainly you want to watch for identity
theft or items opened in your name you weren’t aware of, or joint debts that
you have signed as a guarantor that aren’t being paid by the other person.<span style="mso-spacerun: yes;"> </span>Unsecured debts over 6 years old (7 if they
are a<span style="mso-spacerun: yes;"> </span>judgment) should also not appear
on your bureau.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p><br /><br /><b>Get A Copy Of Your Credit Report Regularly!</b></o:p></span></span></span></div><div style="text-align: left;"><span style="font-family: arial;"><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p><b><br /></b></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">You can request a copy from both credit
bureaus, Equifax and Trans Union, through these links:<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><a href="https://www.transunion.ca/resources/transunion-ca/doc/personal/Consumer_Disclosure_Request_Form_en.pdf"><span style="mso-bookmark: OLE_LINK5;"><span style="mso-ascii-font-family: Calibri; mso-bidi-font-family: Calibri; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-CA; mso-fareast-theme-font: minor-fareast; mso-hansi-font-family: Calibri; mso-no-proof: yes;">https://www.transunion.ca/resources/transunion-ca/doc/personal/Consumer_Disclosure_Request_Form_en.pdf<br /></span></span></a><span style="mso-bookmark: OLE_LINK5;"><span style="mso-ascii-font-family: Calibri; mso-bidi-font-family: Calibri; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-CA; mso-fareast-theme-font: minor-fareast; mso-hansi-font-family: Calibri; mso-no-proof: yes;"><o:p> <br /></o:p></span></span><a href="http://www.equifax.com/ecm/canada/EFXCreditReportRequestForm.pdf"><span style="mso-bookmark: OLE_LINK5;">http://www.equifax.com/ecm/canada/EFXCreditReportRequestForm.pdf<br /></span></a><span style="mso-bookmark: OLE_LINK5;"><span style="mso-ascii-font-family: Calibri; mso-bidi-font-family: Calibri; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-CA; mso-fareast-theme-font: minor-fareast; mso-hansi-font-family: Calibri; mso-no-proof: yes;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">And if there’s something wrong with your credit
report, you can file a dispute at these links below.<span style="mso-spacerun: yes;"> </span>The bureaus are required to investigate the
item and either remove it or get definitive proof the debt is valid on your
behalf.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">And of course, if you dispute something, pull
your credit bureau again in 3 months to see if it was removed or not.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-ascii-font-family: Calibri; mso-bidi-font-family: Calibri; mso-fareast-font-family: "Times New Roman"; mso-fareast-language: EN-CA; mso-fareast-theme-font: minor-fareast; mso-hansi-font-family: Calibri; mso-no-proof: yes;"><o:p> <br /></o:p></span></span><a href="http://www.transunion.ca/ca/personal/creditdisputes_en.page"><span style="mso-bookmark: OLE_LINK5;">http://www.transunion.ca/ca/personal/creditdisputes_en.page</span><span style="mso-bookmark: OLE_LINK5;"></span></a><span style="mso-bookmark: OLE_LINK5;"><u><span style="color: #fff4ec;"> <br /><o:p></o:p></span></u></span><span style="mso-bookmark: OLE_LINK5;"><o:p> <br /></o:p></span><a href="https://www.consumer.equifax.ca/personal/dispute-credit-report/"><span style="mso-bookmark: OLE_LINK5;">Dispute Equifax Credit Report |
Equifax Canada<br /></span></a><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">Now we come to the issue of credit monitoring
services, like Credit Karma and Borrowell.<span style="mso-spacerun: yes;">
</span>Some pundits say they are bad – I think they are good for a few reasons,
but with some caveats.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><b><span lang="EN-US" style="mso-ansi-language: EN-US;">When You Should Sign Up For Credit Monitoring<br /></span></b></span><span style="mso-bookmark: OLE_LINK5;"><b><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></b></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">If you want easy consistent access to your
Trans Union bureau (through Credit Karma) and Equifax bureau (through
Borrowell) then it’s a great option to have an app on your phone to see it, or
get email alerts whenever something drastic like a new collection item appears
on your bureau.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">I can tell you, from a collection agency
perspective, when we upload a new batch of collection items to the bureau,
after not being able to reach a consumer, we get flooded with calls because
their phone alerted them – and in some cases, the debt isn’t valid, we confirm
it with the creditor, and remove it, all in a matter of days before it’s wrongly
holding someone up from a mortgage or car lease.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">In other cases, the alert causes the consumer
to call in, as they were unaware of the debt, resolve it, and again solve it in
a matter of days without putting the consumer in a tight deadline situation or
have the embarrassment of being denied credit.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">But some folks still say Credit Karma and
Borrowell are bad – and in some cases, they are right.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><b><span lang="EN-US" style="mso-ansi-language: EN-US;">When Your Shouldn’t Sign Up For Credit
Monitoring<br /></span></b></span><span style="mso-bookmark: OLE_LINK5;"><b><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></b></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">When you sign up for Credit Karma or Borrowell,
it’s free – why would they do that?<span style="mso-spacerun: yes;">
</span>Well, because you are the product.<span style="mso-spacerun: yes;">
</span>They will try to sell you credit products through their platforms, and
they make a referral fee if you sign up.<span style="mso-spacerun: yes;">
</span>As well, they may directly lend to you, again making money.<span style="mso-spacerun: yes;"> </span>Just like Facebook, you are monetized and
advertised to.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">If you are going to sign up for every credit
product advertised to you, not picking and choosing what credit products are
right for you, and only getting as much credit as you reasonably need don’t
sign up.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">If you are going to stress over your credit
score (which is abstract and will change over time as the formulas are tweaked
by the bureaus or as things age or hit certain thressholds), don’t sign up.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">If you would rather get a completely accurate
and up to date bureau, get it from the bureaus.<span style="mso-spacerun: yes;">
</span>These monitoring services use API interfaces with the bureaus and they
may be slightly out of date or not grab your data properly.<span style="mso-spacerun: yes;"> </span>If you need an official bureau report for whatever
reason, don’t sign up.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><b><span lang="EN-US" style="mso-ansi-language: EN-US;">Conclusion<br /></span></b></span><span style="mso-bookmark: OLE_LINK5;"><b><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></b></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">I am biased here, I personally signed up for
Borrowell and Credit Karma and used it to shop for my mortgage.<span style="mso-spacerun: yes;"> </span>I’ve encouraged my just-adult children <span style="mso-spacerun: yes;"> </span>to sign up for Borrowell to get their first
credit card and establish their credit rating.<span style="mso-spacerun: yes;">
</span>I own a collection agency and a number of consumers pay their accounts
to our clients because of these credit monitoring services – so I see the good
in them.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">But as always, during Financial Literacy Month,
it’s all about education – learn what options you have, and make the best
educated decisions you can make for your personal credit situation.<span style="mso-spacerun: yes;"> </span>Everyone’s circumstances are different, and
everyone’s opinions are different.<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">If you have questions about financial literacy
or want to ask questions about credit and collections, happy to share what I
know.<span style="mso-spacerun: yes;"> </span>Drop me a line at </span></span><a href="mailto:blair@receivableaccounts.com"><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">blair@receivableaccounts.com</span></span><span style="mso-bookmark: OLE_LINK5;"></span></a><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">, or better yet, join us for a
Financial Literacy AMA Google Meet on Tuesday November 23 at 6pm –<br /> <o:p></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><i><u><span lang="EN-US" style="mso-ansi-language: EN-US;">Financial Literacy Month AMA<br /></span></u></i></span><span style="mso-bookmark: OLE_LINK5;"><i><span lang="EN-US" style="mso-ansi-language: EN-US;">Tuesday, November 23 · 6:00 – 7:00pm<br /></span></i></span><span style="mso-bookmark: OLE_LINK5;"><i><span lang="EN-US" style="mso-ansi-language: EN-US;">Google Meet joining info<br /></span></i></span><span style="mso-bookmark: OLE_LINK5;"><i><span lang="EN-US" style="mso-ansi-language: EN-US;">Video call link: </span></i></span><a href="https://meet.google.com/xhm-tora-kma"><span style="mso-bookmark: OLE_LINK5;"><i><span lang="EN-US" style="mso-ansi-language: EN-US;">https://meet.google.com/xhm-tora-kma<br /></span></i></span><span style="mso-bookmark: OLE_LINK5;"></span></a><span style="mso-bookmark: OLE_LINK5;"><i><span lang="EN-US" style="mso-ansi-language: EN-US;">Or dial: (CA) +1 289-948-7791 PIN: 527 202
384#<br /></span></i></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">Thanks kindly,<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">Blair DeMarco-Wettlaufer<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">KINGSTON Data & Credit<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">Cambridge, ON<br /></span></span><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">226-946-1730<br /></span></span><a href="mailto:blair@receivableaccounts.com"><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;">blair@receivableaccounts.com<br /></span></span></a><span style="mso-bookmark: OLE_LINK5;"><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> <br /></o:p></span></span><span lang="EN-US" style="mso-ansi-language: EN-US;"><o:p> </o:p></span></span></div><p style="text-align: left;">
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<br /><p></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-76962948632987604482021-10-22T07:16:00.005-07:002021-10-22T07:16:44.578-07:00Where Did All The Collection Agencies Go?<p><span style="font-family: arial;"></span></p><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhsTcul2LRntnP7GQAMtBck2PPvMzFN6Cwgt48If6eDSdAHav0NvnkxZB0AS_GgZ9bk5k7__efe_59YLIV969X3eD9EfMMaBBknkPQ4qM4RtpvGhlFxCKIhjzN0zWLaB4Od-BBnwp4NWc8/s347/red-customerquestion.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="346" data-original-width="347" height="319" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhsTcul2LRntnP7GQAMtBck2PPvMzFN6Cwgt48If6eDSdAHav0NvnkxZB0AS_GgZ9bk5k7__efe_59YLIV969X3eD9EfMMaBBknkPQ4qM4RtpvGhlFxCKIhjzN0zWLaB4Od-BBnwp4NWc8/s320/red-customerquestion.jpg" width="320" /></a></div><br /><span style="font-family: arial;">About a month or so
ago, I watched an excitable webcast that talked about all the collection
agencies in Canada closing … so I reached out to some of the provincial
registrars.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">And it’s true, I confirmed
that over the last two years, Ontario has gone from just under 400 registered
collection agencies to around 170.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Over
50% are gone.<br /></span><span style="font-family: arial;"><br />What happened to them?<br /><br />W</span><span style="font-family: arial;">ell, I think the
pandemic had a lot to do with it – either it caused stresses on the businesses
that they couldn’t handle, or it accelerated or amplified problems they were
already having.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So they either closed
the doors, or amalgamated with another existing collection agency.<br /><br />I</span><span style="font-family: arial;">’m making an educated
guess here, but I am assuming the bulk of these agencies that disappeared were
smaller companies – 10 employees or less.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Companies that size probably relied on simple technologies, or had all their
revenue tied up in a couple clients.<br /><br /></span><span style="font-family: arial;">Imagine this – the pandemic
hits, and your client calls you and tells you to stop working their
business.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">That happened to us – we have
a client that services mainly from restaurants and bars, so it’s understandable
that they would want to hold off on collections, and that caused us some stress
– but imagine if that was our main client, with 50%+ of our revenue coming from
them?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">All sorts of creditors put the
brakes on, and some still are telling their agencies to hold off.<br /><br />N</span><span style="font-family: arial;">ext, imagine having to
move everyone to home.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We were
incredibly lucky that we built our own collection contact management software
and phone servers and maintained them in house – we had complete control over
our tools and knew how to set it up for remote work.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Now imagine a business owner who is not
tech-savvy trying to navigate the problem of working from home without knowing
what a VPN connection is, how to set up a soft phone application, or find a way
to communicate effectively daily with staff members sitting in their homes.<br /><br /></span><span style="font-family: arial;">Lastly, take into account
how important company culture is – this pandemic hasn’t been a short term
disruption, we’re at 18 months now.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">That’s
a long time to not see people face to face.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">If you didn’t have trust for your team members, or they hadn’t been
encouraged to self-manage, I can only imagine the nightmare of trying to run a
predictive dialer call-center style company with remote staff.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Never mind the ongoing need for people to
actually take pride or enjoyment out of their job, or have camaraderie with
their co-workers or seek greener pastures elsewhere.<br /><br />A</span><span style="font-family: arial;"> lot of companies hit
a brick wall with one or more of these issues, and are now gone.<br /><br />W</span><span style="font-family: arial;">hat does that mean for
the collection agencies that remain?</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Well, I can tell you there is a lot more business out there, creditors
seeking new agencies to partner with, and regulators now open to the concept of
staff working from home, even after this pandemic winds down.</span><span style="font-family: arial;"> <br /><br />B</span><span style="font-family: arial;">ut there are new
challenges – talking to fellow agency owners all across Canada, hiring
candidates is more challenging now with less applicants, and people less
willing to change jobs with an uncertain future.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Other agencies appear to be joining the 21</span><sup style="font-family: arial;">st</sup><span style="font-family: arial;">
century with work from home, flexible schedules, and relying on team members to
self manage.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">These are significant
hurdles to navigate, and it’s going to take a while for agencies to find their
feet, and creditors to understand the ramifications of these changes happening
inside the companies of their agency partners.<br /><br />W</span><span style="font-family: arial;">hat does the future
hold?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Change, and a lot of it.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">With less agencies out there to service
clients, it’s possible that the race to the lowest bidder for contingency rates
might be less prevalent, RFPs may have less bidders, and the fortunate agencies
that remain can be more particular about which creditors to onboard with their
agencies.</span><span style="font-family: arial;"> <br /><br />W</span><span style="font-family: arial;">ith remote work,
experienced collection agents might change to working with another agency that
isn’t geographically near them (or they may move to a more affordable area and keep
their employment with companies in the big city).</span><span style="font-family: arial;"> </span><span style="font-family: arial;">This also means that there needs to be a lot
of trust for how a collector represents a creditor or agency, and won’t deviate
from proper presentation of a debt.<br /><br />T</span><span style="font-family: arial;">his also means that
outdated technologies, like off the shelf contact management software, PBX phone
systems (don’t laugh, I know an agency that still has one of these), and in
person meetings have to give way to new tools, and agencies need to be willing
to embrace them.<br /><br /></span><span style="font-family: arial;">Looking back, I’m
incredibly grateful for some of the decisions we made pre-pandemic on how to
run our business that has helped us weather the rocky ride.<br /><br />W</span><span style="font-family: arial;">ant to talk about
work from home, maintaining culture, or what to do when half your industry
players disappear?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Always happy to chat….<br /><br />T</span><span style="font-family: arial;">hanks kindly,<br /><br />B</span><span style="font-family: arial;">lair DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data & Credit<br />C</span><span style="font-family: arial;">ambridge, Ontario<br /></span><a href="mailto:blair@receivableaccounts.com" style="font-family: arial;">blair@receivableaccounts.com</a><br /><span style="font-family: arial;">226-946-1730</span><p></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-19790913377807870632021-09-17T07:08:00.003-07:002021-09-17T07:08:34.440-07:00 Calling on Insane Collection Balances<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh7V5sj9_K7CHNgbwyi6hCURKBqwKzYMNnxGdQ7zNfHLLnrcbZYwAxZNE_jh_TsLs5bipOqI1GRPbFz5q7DY-Uhj5OHAboj4znN15Upc4LVJ-D437-z8UzqTyfQjVOLDdjAqzTlIzGJPro/s600/insane-debt.jpg" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="496" data-original-width="600" height="265" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEh7V5sj9_K7CHNgbwyi6hCURKBqwKzYMNnxGdQ7zNfHLLnrcbZYwAxZNE_jh_TsLs5bipOqI1GRPbFz5q7DY-Uhj5OHAboj4znN15Upc4LVJ-D437-z8UzqTyfQjVOLDdjAqzTlIzGJPro/s320/insane-debt.jpg" width="320" /></a></div><br /><p><span style="font-family: arial;">Many, many years ago, I was
assigned a collection portfolio – video rental accounts from a national chain.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">They charged $3 per day per movie, right in
the contract.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So imagine, someone lists
an account with a collection agency, the person has rented five movies, and
they are nine months late … that’s $4050.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Crazy right?<br /><br />N</span><span style="font-family: arial;">ow video rentals are
a thing of the past, but over the years there have been all sorts of insane
bills that come in – they are legally binding, but astronomical for the service
provided – unregulated electricity bills in the US, cell phone data plan bills,
payday loans at 59.9% interest compounding monthly, non resident hospital bills
at $2500 per day for the bed, contracts with a punitive ‘exit fee’, the list
goes on … these sorts of accounts will always exist.<br /><br />T</span><span style="font-family: arial;">he important thing is
to present these accounts to the shocked consumers with a modicum of humanity.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Be empathetic in delivering the balance, and
be honest about giving the consumer a chance to deal with it.<br /><br /></span></p><p class="MsoNormal" style="background: rgb(197, 224, 179); mso-background-themecolor: accent6; mso-background-themetint: 102;"><span style="color: #444444;"><span face="Arial, sans-serif">=></span><span face="Arial, sans-serif"> </span><span face="Arial, sans-serif">If the consumer wants a settlement, tell them you are more than willing
to take whatever offer they make back to the client, with whatever
justification they might have for a reduction in the debt – and if they are
willing to pay a lump sum settlement, you will do what you can.<br />
<br />
=> If the consumer wants to make payment arrangements, make sure you
freeze the interest, otherwise they are just treading water.<br /><br />=> </span><span face="Arial, sans-serif" style="text-indent: -24px;">If the consumer is stunned and refuses
to believe they owe the debt, give them the chance to review the contract or
agreement and get back to you. Let them know they have every right
to understand their rights, and if they want to retain a lawyer or paralegal to
assist them or consult on the legality of the debt, they are welcome to do so.<br /><br />=> </span><span face="Arial, sans-serif" style="text-indent: -24px;">If the debt is beyond the consumers ability to repay in 7+ years,
and especially if they have additional debts, you can discuss the option of
filing for a consumer proposal or bankruptcy. Be honest about the
process, the cost of filing with a trustee, and the long term
effects. While it won’t end up in resolving the balance in full, it
is one avenue to solve the consumer’s financial woes.<br /><br />=> </span><span face="Arial, sans-serif" style="text-indent: -24px;">If the consumer refuses to deal with the debt because it’s
astronomical, be honest about what your next steps are (reporting to the credit
bureau, legal action, etc), but leave the door open to call you
back. Try not to make the debt about conflict between the collection
agent and the consumer.</span><span style="text-indent: -24px;"> </span></span></p><div style="text-indent: -24px;"><span style="font-family: arial;"><br />It’s okay for the
collector to say “I totally understand your shock over this” or “I understand
this is a lot of money, but reviewing it, it may not be reasonable, but it
appears to be legally binding” … that shows empathy without undermining their
authority to collect or the creditor’s right to recover their balance.<br /><br />Don’t get into
emotional or potentially derogatory sidebars like “why did you sign a contract
like this then?” or “didn’t you read the contract?”. Just stick to the “here and now” and offer
options for resolution.<br /><br />Oh, and that national
video chain? I collected on those $4000+
balances because I took the time to explain what would happen if I reported it
to the credit bureau, and I sent them copies of the contracts with their
signatures. Once the consumers came to
realize it was legally owing, and because I was reasonable and empathetic, many
consumers worked out arrangements or just paid the account in full.<br /><br />Got questions about high
interest or highly punitive agreements and how to collect on them? Drop me a line.<br /><br />Thanks kindly,<br /><br />Blair
DeMarco-Wettlaufer<br />KINGSTON Data & Credit<br />Cambridge ON<br />226-946-1730<br /><a href="mailto:blair@receivableaccounts.com">blair@receivableaccounts.com</a></span></div>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-13743164070637790912021-09-10T08:04:00.005-07:002021-09-10T08:04:49.365-07:00The Psychology of Collections<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgpPoquk1hAMpqs7p_6VJndKpbJn6xospKban_-1VXYbzQ6faYQVnrzNhwH3cOChPrip1EwM5xeu02aSBzJymxw2ab5p5YsE1QpKLbxlM3nTgNqvrggz2k_Sc-rvhbmNJ3vxCvT2FkC6nQ/s1176/Do+no+evil+2.jpg" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="588" data-original-width="1176" height="200" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgpPoquk1hAMpqs7p_6VJndKpbJn6xospKban_-1VXYbzQ6faYQVnrzNhwH3cOChPrip1EwM5xeu02aSBzJymxw2ab5p5YsE1QpKLbxlM3nTgNqvrggz2k_Sc-rvhbmNJ3vxCvT2FkC6nQ/w400-h200/Do+no+evil+2.jpg" width="400" /></a></div><br /><p><span style="font-family: arial;">A lot of folks look at
collections as a numbers game, a series of financial transactions … but it isn’t.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">Collections is very much about human behaviours.<br /><br />S</span><span style="font-family: arial;">tudying English and psychology
in university helped me far more for my career than my courses in accounting or economics.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">Here’s why.</span><span style="font-family: arial; mso-spacerun: yes;">
</span><span style="font-family: arial;">People who end up in collections are mostly, by and large, decent people
– however, people who end up in financial difficulty react to stress with
emotions.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">They either hide from the problem,
procrastinate, attempt to justify not paying, or even emotionally lash
out.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">Solving these problems are not just
about demanding money.<br /><br />W</span><span style="font-family: arial;">hen I started at my
first agency, the ‘opening dun’ was under a piece of glass on the desk,
demanding payment in full today, no room for excuses, stalling or empathy.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">The basic concept was to create a sense of
urgency and collect the money, but it left no room for creating
communication.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">And collectors, being
told that it was appropriate to stand on their desk and yell, bang their phone
in the garbage can, or come in at 7:00 am to call their ‘breakfast club’ of
consumers with broken arrangements kind of missed the point.<br /><br />I</span><span style="font-family: arial;">’m really glad those
days are far behind us, for me and many other collection agencies – but there are still some people who get into collections lose sight of
the big picture.<br /><br /></span><span style="font-family: arial;">Human beings will
inevitably owe money for reasons in their control, or outside of their control,
and human beings as a whole dislike conflict.</span><span style="font-family: arial; mso-spacerun: yes;">
</span><span style="font-family: arial;">If someone knows that you are calling to yell at them, they now have the
technology and tools to just ignore you.<br /><br />Y</span><span style="font-family: arial;">es, creating a sense
of urgency is important – to a point.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">A
good collector creates a sense of importance around a debt and resolving it,
but doesn’t make it about conflict between the collector and consumer.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">They make it about the collector helping the
consumer resolve the problem.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">And
putting blame on the consumer for ending up in collections is the last thing
you want to do.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">It’s important to
address the present, offer options, and come up with a solution.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">Ideally with the consumer paying their debt,
so it’s a win-win-win scenario.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">The
client is paid, the consumer doesn’t suffer a negative credit rating or
accumulating interest or legal action, and the collection agency earns a fee
for collections.<br /><br />A</span><span style="font-family: arial;">lso important is the
psychology inside the collection agency – if you have collection agents that
lack empathy for the consumers they deal with, they start treating the
consumers they call as numbers or obstacles.</span><span style="font-family: arial; mso-spacerun: yes;">
</span><span style="font-family: arial;">They start assuming everyone is lying about promised arrangements, or
purposefully avoiding them.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">They take glee
at a consumers discomfort, and it stops being about solving problems and it
becomes about an ego trip or adrenaline rush when a payment comes in.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">And this often can spill into the workplace
with trying to create a dog-eat-dog environment, unhealthy competition between
collectors, or management creating a work environment of fear and intimidation.<br /><br />W</span><span style="font-family: arial;">e were talking to a
potential client yesterday about the psychology of collections – they completely
got it.</span><span style="font-family: arial; mso-spacerun: yes;"> </span><span style="font-family: arial;">They are looking to resolve
accounts and keep customers for the future.</span><span style="font-family: arial; mso-spacerun: yes;">
</span><span style="font-family: arial;">Collection agencies should be doing the same thing, trying to resolve
accounts and keep their clients’ reputation intact.<br /><br />W</span><span style="font-family: arial;">e reward empathy in a
couple ways – we allow team members to recognize folks who go out of their way
to help their co-workers, we reward positive social media reviews, and
ultimately, we understand that the people who work for us are human beings with
their own personal challenges and a work day is more than just ‘how much did
you collect today’ boiler-room telemarketing nonsense that burns out employees
and spits them out.<br /><br />G</span><span style="font-family: arial;">lad I went for that
Arts degree.</span><span style="font-family: arial; mso-spacerun: yes;"> <br /><br />W</span><span style="font-family: arial;">ant to talk about reinforcing
positive behaviours in your workplace, and empathy and how it’s the most
important driving force in collections?</span><span style="font-family: arial; mso-spacerun: yes;">
</span><span style="font-family: arial;">Drop me an email or give me a call.<br /><br />T</span><span style="font-family: arial;">hanks kindly,<br /><br />B</span><span style="font-family: arial;">lair
DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data &
Credit<br />C</span><span style="font-family: arial;">ambridge, ON<br />2</span><span style="font-family: arial;">26-946-1730<br /></span><a href="mailto:blair@receivableaccounts.com"><span style="font-family: arial;">blair@receivableaccounts.com</span></a></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-37065027376423450722021-09-03T06:52:00.001-07:002021-09-03T06:52:27.717-07:00Master Of Your Own Destiny, Captain Of Your Own Ship<p></p><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjmtYQu6KLKTERP66DrOJUCRn14hlAb8wGoARSJlDiW0RIYlNj9x4UlWn6IHoxhuDHeDetsZAXjg9EbXjrcUkW7mgASGTZnjmQqcz0vP1dtZigrjcFMlTXLWB3siKCkcE7ki029uq4R7z4/s1440/pink-flamingo.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="1440" data-original-width="1440" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjmtYQu6KLKTERP66DrOJUCRn14hlAb8wGoARSJlDiW0RIYlNj9x4UlWn6IHoxhuDHeDetsZAXjg9EbXjrcUkW7mgASGTZnjmQqcz0vP1dtZigrjcFMlTXLWB3siKCkcE7ki029uq4R7z4/s320/pink-flamingo.jpg" width="320" /></a></div><br /><span style="font-family: arial;"><br />This past Tuesday marks
ten years of our company, Kingston Data & Credit, being in business.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We’ve grown from a small one person office in
Elmira, Ontario to six branches across Canada and the US.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">To celebrate, there might have been an ambush/surprise
by a number of our team members, which might have involved a pink flamingo
costume, a tribute video put together by one of our oldest clients involving
disco costumes, and a lot of team members from nearby branch offices dropping
in to celebrate.<br /><br />I</span><span style="font-family: arial;"> might have gotten a
bit verklempt, and spent the last few days looking back on the last ten years, which frankly have been a
blur.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Thinking on it, the thing I am
absolutely most proud of is that we are the masters of our own destiny – here’s
why.<br /><br />I</span><span style="font-family: arial;"> have worked at other
agencies where their entire revenue stream was based on just two clients (and
one got up one day, and decided to let all their contingency agencies go), or one
of their clients arbitrarily decided to reduce their contingency rate with no
notice, or staff felt no loyalty to the company because the owners treated them
like an expendable resource.<br /><br />W</span><span style="font-family: arial;">hen we started this
company, we were determined to not be like other collection agencies, to treat
our clients as equal partners, be as transparent as possible, engage in social media
(where agencies are hated), and treat every single one of our team members as
part of the management team, and I think we have mostly succeeded.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We haven’t compromised on our ethical standards,
we have pushed back when clients have asked for just a little too much, and we’ve
hired people who are pushy, vibrant, and aren’t afraid to say what’s on their
mind.<br /><br />T</span><span style="font-family: arial;">his blog isn’t an ego trip – I'm certain everyone reading this, regardless of where they work, would want the same thing. Who wants to work where their voice isn’t heard?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Who wants to be taken for granted by clients
that think one collection agency is just like another?<br /><br />W</span><span style="font-family: arial;">e’ve done some pretty daring
things – some big, some small.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Cartoon
advertisements, sharing what everyone makes with everyone in the company,
writing blogs where we call out outdated or foolish behaviour from our
industry, letting clients go when it was obvious they wanted ‘leg-breaker’
tactics.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Any one of those decisions
could have been a bad one.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We’re
incredibly lucky to have hired the people we have who have been with us many years and have no intention of leaving, and having those who work with us stick with us through all
the rollercoaster events thrown at us, and we are also incredibly fortunate to have clients that
have faith in us and allow us to speak up and be part of their process.<br /><br />A</span><span style="font-family: arial;"> lot of companies don’t
make it to ten years.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Random things
happen, mistakes are made, wrong people are hired, pandemics come along and
wipe out your clients.</span><span style="font-family: arial;"> I've noticed that a </span><span style="font-family: arial;">lot of
collection agencies have closed their doors over the last couple years, and I’m
grateful we made some good decisions along the way that sometimes were
accidental.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">But sometimes, those
decisions were meaningful.<br /><br />A</span><span style="font-family: arial;"> while ago, we had an
opportunity – a big client, that would have added $50,000-$60,000 a month to
our revenue stream.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We had agreed to
work together, and we just had to do the compliance audit – and the compliance
team came in with their clipboards, surveyed our office, and tisk tisked over
their checklists.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We didn’t have little
lockers to have our staff lock up their cell phones when they came into
work.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We could have compromised our
principles for money, changed our environment and implied to our staff we didn’t
trust them any more, and added to our bottom line.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We didn’t even agonize over the decision and
told the client we weren’t interested in working with them.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">The client ran into me in person later, shocked
we would turn them down – I explained that we had ample business, and our culture
was more important than any contract, and I valued their trust and partnership
over any amount of money.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It’s one of my
favourite moments of my ten years in business, because I got to choose for
myself and my team, and make us the masters of our own destiny, the captains of
our own ship.<br /><br />B</span><span style="font-family: arial;">ut, on the other
hand, that’s how you get a culture where a team member in a pink flamingo costume ambushes you
as you come into the office.<br /><br />W</span><span style="font-family: arial;">ant to have a conversation
about being the master of your own destiny and setting your agency apart from
the cookie cutter competition?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Always
happy to chat.<br /><br />T</span><span style="font-family: arial;">hanks kindly,<br /><br />B</span><span style="font-family: arial;">lair
DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data & Credit<br />C</span><span style="font-family: arial;">ambridge, Ontario<br /></span><span style="font-family: arial;">226-946-1730<br /></span><a href="mailto:blair@receivableaccounts.com"><span style="font-family: arial;">blair@receivableaccounts.com</span></a><p></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-4732880186471503242021-08-27T06:54:00.004-07:002023-01-15T14:32:26.069-08:00Liquidation Strategies in Collections<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhWyetWYhNWIIQmGhgRImV_4zj0DCnRh4FAo6v_CowAEOX7P5_lFmZUOWY2CWhRTqT7Hz7IQhkJa3vRO6rZYogGXniAamBJtiyPZfHYTOqSKFAvrC5QQN-7HaFKMDhkaczLzH2lW1usRTXb39hUG4zLv-WEVf5ouusMZCmd4cIF65WbYBTkun0wQh_6/s612/red-liquidation.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="589" data-original-width="612" height="308" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhWyetWYhNWIIQmGhgRImV_4zj0DCnRh4FAo6v_CowAEOX7P5_lFmZUOWY2CWhRTqT7Hz7IQhkJa3vRO6rZYogGXniAamBJtiyPZfHYTOqSKFAvrC5QQN-7HaFKMDhkaczLzH2lW1usRTXb39hUG4zLv-WEVf5ouusMZCmd4cIF65WbYBTkun0wQh_6/s320/red-liquidation.jpg" width="320" /></a></div><br /><div class="separator" style="clear: both; text-align: center;"><br /></div><br /><p><span style="font-family: arial;">The be-all and end-all
of collection agency effectiveness is liquidation – the percentage of funds
collected out of debts listed.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Very
simple formula:<br /></span><span style="font-family: arial;"><br />$10,000 collected /
$100,000 listed = 0.10 or 10%<br /><br />B</span><span style="font-family: arial;">ut there’s a little
more to it than that.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Liquidation doesn’t
just magically show up – there’s work involved, and some things can skew your
numbers.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Let’s look at some of the
things that can affect it.<br /><br /></span><span style="font-family: arial;"><br /></span><b><span style="font-family: arial;">Targets<br /><br /></span></b><span style="font-family: arial;">So either the client
or the agency will likely have a liquidation target in mind, and it is what the
agency will work towards.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It might be
60% for a commercial program, or 1% for a purchased debt portfolio that’s 3-4
years old … but ultimately this is how effective the agency is.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If there are multiple agencies
representing a client, they will often measure liquidation against each of them
after 6-9 months to see who is the more effective agency.<br /><br />T</span><span style="font-family: arial;">here are a number of things
that an agency can do to maximize liquidation, either with team members
assigned to the program, or paying attention to certain segments of the
assignment.<br /><br /><br /></span><b><span style="font-family: arial;">Liquidation to
Calculate Revenue Per FTE<br /><br /></span></b><span style="font-family: arial;">It would be great if
you could assign just one collector to 10,000 files in a portfolio that
liquidates 60% -- but it doesn’t work that way.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">To achieve liquidation, you need people communicating with consumers and
arranging payment.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">They can be supported
by automation, but it comes down to how many people are effective to achieve
liquidation goals.<br /><br />S</span><span style="font-family: arial;">ome agencies like to
look at revenue per file assigned, I prefer to look at revenue per collector per
month.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Assuming a collection team member
can take 300 new files a month, and the average balance assigned is known, and
the expected liquidation is known, then revenue can be plotted.<br /><br />S</span><span style="font-family: arial;">o, one collector
taking 300 files a month on a commercial program, with an average balance of $800, that liquidates 60%,
at 10% commission would be a good program.<br /><br />3</span><span style="font-family: arial;">00 x $800.00 x 0.60 x
0.10 = $14,400<br /><br />Now, $</span><span style="font-family: arial;">14,400 per month per
FTE isn’t bad at all.<br /><br />T</span><span style="font-family: arial;">his formula can be
used to pro-rate a client that takes anywhere from 10% of an FTE up to 50 FTE,
but ultimately it’s manpower assigned vs revenue achieved. You can use this to gauge whether to add more staff to a program or reduce it, to improve effectiveness.<br /><br /><br /></span><b><span style="font-family: arial;">Liquidation and
Commission Rates<br /><br /></span></b><span style="font-family: arial;">Sadly, many RFPs for collection
services get awarded to the lowest bidder.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Imagine a consumer utilities program being assigned via RFP to an agency
that bid only 12% commission.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">The files
are an average balance of $300, and the program historically liquidated 5% --
why?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Well, because the agency couldn’t
afford to man the program.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Let’s try the
formula above, but assume a 20% liquidation goal.<br /><br />3</span><span style="font-family: arial;">00 x $300.00 x 0.20 x
0.12 =</span><span style="font-family: arial;"> </span><span style="font-family: arial;">$2,160<br /><br />T</span><span style="font-family: arial;">he revenue achieved
by this can’t justify a full person who will cost far more than $2,160 with salary and fringed costs, so the agency has to cut corners or lean
on automation.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">You can throw these files
on an automatic dialer, or reduce it to 1-2 calls, or only work the files over
a balance of $300 to make the manpower effective, but ultimately liquidation is
harmed because the commission rate is insufficient.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So liquidation is the goal, but commission
rates can affect how to get there. <br /><br /><br />(Just a small side rant -- In this scenario above, ultimately the creditor is the one who loses out -- 5% liquidation at 12% contingency is a net back dollar amount of 300 x $300 x 5% liquidation = $4500 less fees x 88% = $3960, versus 300 x $300 x 20% liquidation = $18,000 less a far more reasonable 20% commission or x 80% = $14,400. The difference is more than the Purchasing Manager's monthly salary -- makes you think, doesn't it?)<br /><br /><br /></span><b style="font-family: arial;">The Law of Averages<br /><br /></b><span style="font-family: arial;">If a client assigns a
single file to the collection agency, there’s only really two numbers that you
can arrive at for liquidation – 100% or 0%, there’s no middle ground.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">One collected account makes or breaks success
here.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">The more files you have, the more liquidation
will average out, and the less one single payment can skew the numbers.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If you have 10,000 files, all of which are
$200 (more or less), one collected account can only move your liquidation
0.01%.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">But it means one angry consumer
or one file with bad data can only harm your liquidation by 0.01%.<br /><br />T</span><span style="font-family: arial;">he important thing,
when looking at the law of averages, is to watch for variances – drops or
spikes in liquidation in a monthly assignment, trends month to month if
liquidation is going up or liquidation is going down, or liquidation by
collector on a team that covers a single industry group or client.<br /><br />T</span><span style="font-family: arial;">he law of averages can
be a hard ship to turn if you need to improve performance, depending on the
size of the client, but it all comes down to having a solid process and making
sure everyone on the team understands it.<br /><br /><br /></span><b><span style="font-family: arial;">The Bell Curve<br /><br /></span></b><span style="font-family: arial;">The law of averages
doesn’t happen instantly – you will not achieve on a large program your goal
liquidation in 7 days – some liquidation goals may take 6-9</span><span style="font-family: arial;"> </span><span style="font-family: arial;">months, depending on how many payment
arrangements are needed, or trace or legal work is needed to collect on an
account.<br /><br />L</span><span style="font-family: arial;">ooking at the graph below, you can see that liquidation climbs to 22% over 12 months, but gross
collections doesn’t peak until month 11 (this example has a lot of payment
arrangements).</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It’s important to note
that liquidation on this program kind of stalls on months 4-6, but then continues
to climb.<br /><br />U</span><span style="font-family: arial;">ltimately, if an
agency keeps liquidating on a program, the client should leave it with them.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Only when liquidation sharply drops off
should they look at closing or reassigning files.<br /><br /></span><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjl-ac85yNNjIBJ0S5HEEoOkUMxA9gXL0Ek8rt6cYPr6N1GZfOYPXCSR_8x7zRPpRmqix_VNJ5eathEercVMqnb5NtHKTmCNv3SRwuRBsUh11ABfK7vux4tLbu6jNwGpbWiTaebiDFlCTo/s671/liquidation-bell-curve.png" style="font-family: arial; margin-left: 1em; margin-right: 1em; text-align: center;"><img border="0" data-original-height="332" data-original-width="671" height="317" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjl-ac85yNNjIBJ0S5HEEoOkUMxA9gXL0Ek8rt6cYPr6N1GZfOYPXCSR_8x7zRPpRmqix_VNJ5eathEercVMqnb5NtHKTmCNv3SRwuRBsUh11ABfK7vux4tLbu6jNwGpbWiTaebiDFlCTo/w640-h317/liquidation-bell-curve.png" width="640" /></a></p><p class="MsoNormal"><span style="font-family: arial;"> </span></p>
<p class="MsoNormal"><b><span style="mso-ansi-language: EN-CA;"><span style="font-family: arial;">Liquidation By File
Count vs Liquidation by Dollars<br /><br /></span></span></b><span style="font-family: arial;">This is where I probably stand off in left field on to my competitors … I prefer to look
at liquidation by file count, not dollars. The dollars doesn't matter. Don't pull away, I'm not crazy, let me explain.<br /><br />T</span><span style="font-family: arial;">he reason for this,
is it focuses more on process and file management, less about the one big
payment.<br /><br />L</span><span style="font-family: arial;">ooking at the grid
below, we have 1094 files assigned – of which we have arranged 141 Paid in Full
accounts.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">By file count we are at (141/1094)
12.88%.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">But more importantly, looking at
statuses, I can project what we will liquidate, counting promise payments and
payment arrangements along with those Paid in Full accounts (247/1094) or 22.5%.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">The client’s goal is 20% liquidation, we will
more than achieve that in the long run.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">I can also measure how effective we are on contact with the consumer,
measuring promise payments and payments against all contacts (247/327) or 75%
-- this means when a collection team member makes contact with a consumer,
there’s a 75% of payment, which is an effective use of their time.<br /></span><span style="font-family: arial;"><br />Also we should measure liquidation against correctly assigned files – you will see files below that are marked Listed in Error –
that shouldn’t be held against the collectors if there was a clerical mistake
by the client, so actual projected liquidation is against 1094 files minus 5,
or 1089 (247/1089 = 22.68%).<br /><br />A</span><span style="font-family: arial;">lso, we can drill
down to look at specific agent performance, perform special letter or email messages
on Avoids Contact or No Contact flies, or have the project manager review
Broken Arrangements and Disputes accounts.</span><span style="font-family: arial;"> <br /><br />A</span><span style="font-family: arial;">nd if you are short
of liquidation, this sort of report shows areas for improvement.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Let’s say the client wanted 30% liquidation,
and we needed to find another 7.5% -- it’s not in the files that the collectors
are marking Uncooperative, which only represent 6.76% of the portfolio and 25%
of the agents’ time, but it might be in improving your Trace accounts, or
Avoids Contact and No Contact files, which are close to 23% of the portfolio.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Sometimes it’s not about just pushing the
collectors to ‘do better’.<br /><br />M</span><span style="font-family: arial;">easuring liquidation
by file count and status means you are looking at the sausage machine and how
it works, and if everything runs smoothly, sausage comes out the other end… one big payment or one good month can't possibly skew the liquidation measured by operatoinal process.<br /><br /></span><br /></p>
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<td style="border: none; padding: 2.25pt;"></td>
<td style="border: none; padding: 2.25pt;"></td>
<td style="border: none; padding: 2.25pt;"></td>
<td style="border: none; padding: 2.25pt;"></td>
<td style="border: none; padding: 2.25pt;"></td>
</tr>
<tr style="mso-yfti-irow: 2;">
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">DBStatus</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;"> <o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;"></td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">CC4</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">CC5</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">DB8</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">DB9</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">DJ1</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">DR3</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">JL3</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">MM5</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">NEW</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">PA1</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">SL6</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">SS4</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">XAF</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span style="font-family: arial;"><b><span lang="EN-US">TOTALS</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 3;">
<td style="border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;">Avoids Contact<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">Cnt<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# '' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'CC4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'CC5' • DBBal">79</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'DB8' • DBBal">14</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'DB9' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'DJ1' • DBBal">3</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'DR3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'JL3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'MM5' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'NEW' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'PA1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'SL6' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'SS4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Avoids Contact' • DBColl# 'XAF' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">96<o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 4;">
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Bankrupt</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Cnt</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# '' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'CC4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'CC5' • DBBal">9</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'DB8' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'DB9' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'DJ1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'DR3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'JL3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'MM5' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'NEW' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'PA1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'SL6' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'SS4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Bankrupt' • DBColl# 'XAF' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">9</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 5;">
<td style="border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;">Broken Arrangements<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">Cnt<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# '' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'CC4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'CC5' • DBBal">3</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'DB8' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'DB9' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'DJ1' • DBBal">1</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'DR3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'JL3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'MM5' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'NEW' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'PA1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'SL6' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'SS4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Broken Arrangements' • DBColl# 'XAF' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">4<o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 6;">
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Claims Paid Client</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Cnt</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# '' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'CC4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'CC5' • DBBal">8</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'DB8' • DBBal">1</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'DB9' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'DJ1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'DR3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'JL3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'MM5' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'NEW' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'PA1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'SL6' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'SS4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Claims Paid Client' • DBColl# 'XAF' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">9</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 7;">
<td style="border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;">Contact Attempted<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">Cnt<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# '' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'CC4' • DBBal">1</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'CC5' • DBBal">12</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'DB8' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'DB9' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'DJ1' • DBBal">88</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'DR3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'JL3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'MM5' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'NEW' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'PA1' • DBBal">1</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'SL6' • DBBal">4</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'SS4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Contact Attempted' • DBColl# 'XAF' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">106<o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 8;">
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Cooperative</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Cnt</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# '' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'CC4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'CC5' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'DB8' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'DB9' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'DJ1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'DR3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'JL3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'MM5' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'NEW' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'PA1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'SL6' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'SS4' • DBBal">1</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Cooperative' • DBColl# 'XAF' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">1</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 9;">
<td style="border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;">Deceased<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">Cnt<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# '' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'CC4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'CC5' • DBBal">12</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'DB8' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'DB9' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'DJ1' • DBBal">2</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'DR3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'JL3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'MM5' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'NEW' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'PA1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'SL6' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'SS4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Deceased' • DBColl# 'XAF' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">14<o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 10;">
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Disputes</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Cnt</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# '' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'CC4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'CC5' • DBBal">1</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'DB8' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'DB9' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'DJ1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'DR3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'JL3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'MM5' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'NEW' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'PA1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'SL6' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'SS4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Disputes' • DBColl# 'XAF' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">1</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 11;">
<td style="border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;">File Closed<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">Cnt<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# '' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'CC4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'CC5' • DBBal">3</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'DB8' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'DB9' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'DJ1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'DR3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'JL3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'MM5' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'NEW' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'PA1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'SL6' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'SS4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'File Closed' • DBColl# 'XAF' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">3<o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 12;">
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">File on Hold</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Cnt</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# '' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'CC4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'CC5' • DBBal">5</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'DB8' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'DB9' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'DJ1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'DR3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'JL3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'MM5' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'NEW' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'PA1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'SL6' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'SS4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'File on Hold' • DBColl# 'XAF' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">5</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 13;">
<td style="border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;">In Progress<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">Cnt<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# '' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'CC4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'CC5' • DBBal">1</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'DB8' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'DB9' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'DJ1' • DBBal">2</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'DR3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'JL3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'MM5' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'NEW' • DBBal">245</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'PA1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'SL6' • DBBal">1</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'SS4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'In Progress' • DBColl# 'XAF' • DBBal">151</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">400<o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 14;">
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Incarcerated</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Cnt</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# '' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'CC4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'CC5' • DBBal">2</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'DB8' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'DB9' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'DJ1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'DR3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'JL3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'MM5' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'NEW' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'PA1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'SL6' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'SS4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Incarcerated' • DBColl# 'XAF' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">2</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 15;">
<td style="border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;">Listed in Error<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">Cnt<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# '' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'CC4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'CC5' • DBBal">4</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'DB8' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'DB9' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'DJ1' • DBBal">1</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'DR3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'JL3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'MM5' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'NEW' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'PA1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'SL6' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'SS4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Listed in Error' • DBColl# 'XAF' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">5<o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 16;">
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">No Contact</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Cnt</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# '' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'CC4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'CC5' • DBBal">6</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'DB8' • DBBal">7</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'DB9' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'DJ1' • DBBal">13</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'DR3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'JL3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'MM5' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'NEW' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'PA1' • DBBal">1</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'SL6' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'SS4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'No Contact' • DBColl# 'XAF' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">27</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 17;">
<td style="border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;">No Income<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">Cnt<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# '' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'CC4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'CC5' • DBBal">1</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'DB8' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'DB9' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'DJ1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'DR3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'JL3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'MM5' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'NEW' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'PA1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'SL6' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'SS4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'No Income' • DBColl# 'XAF' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">1<o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 18;">
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Paid in Full</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Cnt</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# '' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'CC4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'CC5' • DBBal">92</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'DB8' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'DB9' • DBBal">34</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'DJ1' • DBBal">13</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'DR3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'JL3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'MM5' • DBBal">1</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'NEW' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'PA1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'SL6' • DBBal">1</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'SS4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Paid in Full' • DBColl# 'XAF' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">141</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 19;">
<td style="border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;">Partial Payment<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">Cnt<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# '' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'CC4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'CC5' • DBBal">44</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'DB8' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'DB9' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'DJ1' • DBBal">10</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'DR3' • DBBal">2</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'JL3' • DBBal">1</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'MM5' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'NEW' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'PA1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'SL6' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'SS4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Partial Payment' • DBColl# 'XAF' • DBBal">20</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">77<o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 20;">
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Payment Arrangement</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Cnt</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# '' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'CC4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'CC5' • DBBal">1</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'DB8' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'DB9' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'DJ1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'DR3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'JL3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'MM5' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'NEW' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'PA1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'SL6' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'SS4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Payment Arrangement' • DBColl# 'XAF' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">1</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 21;">
<td style="border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;">Post Dated Cheques<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">Cnt<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# '' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'CC4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'CC5' • DBBal">3</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'DB8' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'DB9' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'DJ1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'DR3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'JL3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'MM5' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'NEW' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'PA1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'SL6' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'SS4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Post Dated Cheques' • DBColl# 'XAF' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">3<o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 22;">
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Pre-Authorized Payments</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Cnt</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# '' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'CC4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'CC5' • DBBal">10</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'DB8' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'DB9' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'DJ1' • DBBal">1</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'DR3' • DBBal">1</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'JL3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'MM5' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'NEW' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'PA1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'SL6' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'SS4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Pre-Authorized Payments' • DBColl# 'XAF' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">12</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 23;">
<td style="border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;">Promise Payment<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">Cnt<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# '' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'CC4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'CC5' • DBBal">2</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'DB8' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'DB9' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'DJ1' • DBBal">1</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'DR3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'JL3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'MM5' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'NEW' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'PA1' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'SL6' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'SS4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Promise Payment' • DBColl# 'XAF' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">3<o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 24;">
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Trace</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">Cnt</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# '' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'CC4' • DBBal">3</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'CC5' • DBBal">91</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'DB8' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'DB9' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'DJ1' • DBBal">5</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'DR3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'JL3' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'MM5' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'NEW' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'PA1' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'SL6' • DBBal">1</a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'SS4' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;"><a title="DBStatus 'Trace' • DBColl# 'XAF' • DBBal"> </a></span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US" style="color: black;">100</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 25;">
<td style="border: 1pt inset silver; padding: 2.25pt;" valign="top">
<p class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly;"><span lang="EN-US"><span style="font-family: arial;">Uncooperative<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">Cnt<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# '' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'CC4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'CC5' • DBBal">49</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'DB8' • DBBal">13</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'DB9' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'DJ1' • DBBal">9</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'DR3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'JL3' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'MM5' • DBBal">1</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'NEW' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'PA1' • DBBal">2</a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'SL6' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'SS4' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;"><a title="DBStatus 'Uncooperative' • DBColl# 'XAF' • DBBal"> </a><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">74<o:p></o:p></span></span></p>
</td>
</tr>
<tr style="mso-yfti-irow: 26;">
<td style="background: rgb(232, 255, 232); border: 1pt inset silver; padding: 2.25pt;" valign="top"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
<td style="background: rgb(232, 255, 232); border: none; padding: 2.25pt;"></td>
</tr>
<tr style="mso-yfti-irow: 27;">
<td colspan="17" style="border: 1pt inset silver; padding: 2.25pt;">
<div align="center" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: center;"><span lang="EN-US"><span style="font-family: arial;">
<hr align="center" noshade="" size="1" style="color: black;" width="100%" />
</span></span></div>
</td>
</tr>
<tr style="mso-yfti-irow: 28; mso-yfti-lastrow: yes;">
<td colspan="2" style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><b><span lang="EN-US">TOTAL
COUNT</span></b><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;"></td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span style="font-family: arial;"><span lang="EN-US">4</span><span lang="EN-US"><o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">438<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">35<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">34<o:p></o:p></span></span></p>
</td>
<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">149<o:p></o:p></span></span></p>
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<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">3<o:p></o:p></span></span></p>
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<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">1<o:p></o:p></span></span></p>
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<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">2<o:p></o:p></span></span></p>
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<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">7<o:p></o:p></span></span></p>
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<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">1<o:p></o:p></span></span></p>
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<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">171<o:p></o:p></span></span></p>
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<td style="border: 1pt inset silver; padding: 2.25pt;">
<p align="right" class="MsoNormal" style="mso-element-anchor-horizontal: column; mso-element-anchor-vertical: paragraph; mso-element-frame-hspace: 9.0pt; mso-element-wrap: around; mso-element: frame; mso-height-rule: exactly; text-align: right;"><span lang="EN-US"><span style="font-family: arial;">1094<o:p></o:p></span></span></p>
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<p class="MsoNormal"><span style="mso-ansi-language: EN-CA;"><o:p><span style="font-family: arial;"> </span></o:p></span></p>
<p class="MsoNormal"><b><span style="font-family: arial;">Conclusion<br /><br /></span></b><span style="font-family: arial;">So ultimately the important
thing is to know what goal you are working towards, and how to measure it.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Every client measures liquidation a little
differently, as does every agency – the important thing is to look at what you
are doing, and make smart changes, support your collection team, and have
realistic goals.<br /><br />G</span><span style="font-family: arial;">ot questions about liquidation,
areas for improvement? Drop me an email, happy to talk strategy.<br /><br />T</span><span style="font-family: arial;">hanks kindly,<br /><br />B</span><span style="font-family: arial;">lair DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data &
Credit<br />C</span><span style="font-family: arial;">ambridge ON<br />2</span><span style="font-family: arial;">26-946-1730<br /></span><a href="mailto:blair@receivableaccounts.com" style="font-family: arial;">blair@receivableaccounts.com</a><span style="font-family: arial;"> </span></p>
<p class="MsoNormal"><span style="mso-ansi-language: EN-CA;"><o:p><span style="font-family: arial;"> </span></o:p></span></p>
<p class="MsoNormal"><span style="mso-ansi-language: EN-CA;"><o:p><span style="font-family: arial;"> </span></o:p></span></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-24528159591407739102021-08-20T07:10:00.004-07:002021-08-20T07:10:47.581-07:00Being In Debt Doesn't Make You A Failure<p></p><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi8M1CnEa_SqHkgOfqZDzAouCcvTa0yxSyQ2VFyAyUIA2h6-DVe1LwExdx_ykAVSrwgxVO4uxWNH_8ooytrPfeAlYYwbvZJzNv9sc3srj-pxd9sqR6TocoU_xyWdJLmP80WE2IrRQxDv-g/s396/debt-ladder.jpeg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="303" data-original-width="396" height="245" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEi8M1CnEa_SqHkgOfqZDzAouCcvTa0yxSyQ2VFyAyUIA2h6-DVe1LwExdx_ykAVSrwgxVO4uxWNH_8ooytrPfeAlYYwbvZJzNv9sc3srj-pxd9sqR6TocoU_xyWdJLmP80WE2IrRQxDv-g/s320/debt-ladder.jpeg" width="320" /></a></div><br /><span style="font-family: arial;"><br />So at a recent network
event, I was talking with a professional outside the collection industry how we
try to make collecting from consumers a process where they keep their dignity
and are treated like a human being.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">She
responded saying ‘being in debt doesn’t make you a failure’.<br /><br />A</span><span style="font-family: arial;">nd she was absolutely right.<br /><br />I</span><span style="font-family: arial;">magine playing some
form of poker – and they don’t explain the rules to you until the third
hand.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">And the people explaining are your
opponents, who all want to win.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Oh, and
occasionally the dealer sets some of your poker chips on fire.<br /><br />M</span><span style="font-family: arial;">any consumers who
have a net worth of $0 or less are working at a disadvantage – they aren’t taught
real, practical financial literacy by the schools or their parents, and the
information online is all skewed by creditors, lawyers, collection agencies,
insolvency trustees, all of which are looking to generate profit from the
consumer.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">On top of that, human behaviour
is monetized with installment plans, tap debit, $0 down, pay later plans, targeted
advertising and so on.</span><span style="font-family: arial;"> </span><span style="font-family: arial;"> </span><span style="font-family: arial;">Everyone seems to learn the hard way.<br /><br />H</span><span style="font-family: arial;">ow many people learn
the hard way?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Talking to a trustee,
about 100,000-150,000 people file for bankruptcy or a consumer proposal every
year – over the last 8 years, that’s 1 million people.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Assuming that people need a few years as an
adult to rack up enough debt to file with a trustee, let’s estimate 25 million
people in Canada over 20 … so 1 in 25 people having the worst of the worst financial
experiences.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Now looking at hydro
utility companies, cable companies, internet companies, fitness companies, etc,
they have a bad debt write off of around 4%, so also 1 in 25 people, but often
an agency has very little overlap – I would guess that 1 in 5 people have been
in collections at some point, maybe more.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">That’s a huge number, millions of people.<br /><br /></span><span style="font-family: arial;">So when we attempt, as
a collection agency to collect from consumers, we want to have a little
empathy.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We also have the benefit of
hindsight, we see everything that has gone wrong – the consumer didn’t understand
the contract, didn’t realize that 59.9% interest roughly doubles the debt every
year, didn’t think that us reporting a debt to the credit bureau would affect them
2-3 years down the road … and while 9 out 10 consumers are good people, bad
things happen to them like job losses or illness, or personality quirks impact
them financially – procrastination, the desire to hide from stressful events or
emotionally lash out.</span><span style="font-family: arial;"> <br /><br />S</span><span style="font-family: arial;">o what do we do about
this?<br /><br /></span><span style="font-family: arial;">First and foremost, we
need to remember that the people we are dealing with in debt, no matter what,
have been dealt some sort of bad hand, and they didn’t intentionally expect to
end up getting collection calls, wage garnishments, or liens on their property.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Life just happened.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We can berate them, intimidate them, or we
can give them a hand up, educate them and solve the problem at hand if
possible.<br /><br />A</span><span style="font-family: arial;">nd we can advocate
for real, practical advice.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Not just abstract
math to teach people how compound interest works, and fun little exercises with
nickels and quarters – big scary presentations in Grade 12 where we explain
what happens if you don’t pay for your car and it’s repossessed, leaving you
with an empty parking spot and a huge deficiency balance on your car loan that
you still owe.<br /><br />M</span><span style="font-family: arial;">y advice for
consumers?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Read everything you can – books
like ‘Straight Talk On Your Money’, ‘The Wealthy Barber’ or ‘The Pig and The
Python’.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Even skewed books like ‘The
Wolf At The Door’ … and take all the viewpoints.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Watch Youtube videos on how to manage a mortgage,
ask questions online and with friends and relatives, whether they are in good
financial shape or not.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Learn the rules
of the game, before the dealer comes and sets your poker chips on fire with
unexpected circumstances, bad luck, or financial decisions that seemed like a
good idea at the time.<br /><br />B</span><span style="font-family: arial;">eing in debt doesn’t
make you a failure – it happens to more people than you think.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Just solve one problem in front of you, and
then another, until you make it to $0 in debt.<br /><br />I</span><span style="font-family: arial;"> run a collection
agency, and I know it’s odd, but I actually work hard to have positive experiences
with consumers and help them where we can.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I started this blog back in 2010 offering help and information to consumers
in Canada, and I still stand by that 11 years later.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If you don’t know where to turn, I recently started
a debt settlement arm of our company, for free, to help folks in Ontario – you can
find the link here: </span><a href="https://kingstondc.ca/debt-settlement/" style="font-family: arial;">https://kingstondc.ca/debt-settlement/</a><span style="font-family: arial;">
… and if you aren’t in Ontario, or your problem is bigger than what we can help you with, feel free
to reach out and we’ll try to point you in the right direction of someone in
your province or state.<br /><br />T</span><span style="font-family: arial;">hanks kindly,<br /><br />B</span><span style="font-family: arial;">lair
DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data & Credit<br />C</span><span style="font-family: arial;">ambridge ON<br />2</span><span style="font-family: arial;">26-946-1730<br /></span><a href="mailto:blair@receivableaccounts.com"><span style="font-family: arial;">blair@receivableaccounts.com</span></a><p></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com1tag:blogger.com,1999:blog-7692745499150397953.post-5606697549940486352021-08-13T05:57:00.003-07:002021-08-13T05:57:26.219-07:00Broadening Your Collection Team Horizons<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgPcWmDSoC0Bs3EZfFJR63HFNyrzo2YraSqf1tkparN5hPHHup5ZNgY7wkFOP0DYHcybgdg5xWpsmEo-A6Ugiu5z1AF8es3YQCy2m0SN6grwLVgMcRvErEtmTIILUg-AEFhKHRwsOS4MC4/s709/project-management.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="375" data-original-width="709" height="211" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgPcWmDSoC0Bs3EZfFJR63HFNyrzo2YraSqf1tkparN5hPHHup5ZNgY7wkFOP0DYHcybgdg5xWpsmEo-A6Ugiu5z1AF8es3YQCy2m0SN6grwLVgMcRvErEtmTIILUg-AEFhKHRwsOS4MC4/w400-h211/project-management.png" width="400" /></a></div><br /><p><span style="font-family: arial;">If you run a
collection agency, the most important element of your operation would be your
collection team.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">What are you doing to
mentor them?<br /><br />I</span><span style="font-family: arial;">t’s often said in the
credit industry that credit managers are the last of the ‘general managers’ …
meaning that while many managers specialize their roles, credit managers are
required to be a little bit of a sales manager, a little bit accounting
manager, a little bit customer support manager, etc.<br /><br />Y</span><span style="font-family: arial;">our collection team
is no different.<br /><br />I</span><span style="font-family: arial;">’ve worked in all
sorts of collection environments over the last three decades, and while there
might be a generic ‘collection officer’ title, many really great team members
specialize their roles.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">A client needs a
fancy excel spreadsheet report with formulas?</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Someone on the team can do that.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Got an escalated call that needs diffusing?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">The team knows who to forward the call
to.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Someone is a great trainer for new
staff.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Someone becomes a morale booster for
the team that everyone leans on as an unofficial leader.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Someone is great with database
queries.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Someone is great with
collection strategy.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">The list goes on.<br /><br /></span><span style="font-family: arial;">Most collection
agencies ignore these talents, give everyone a cubicle and a headset, and tell
them to do their job and only their job.<br /><br /></span><span style="font-family: arial;">This limiting
behaviour, is of course, insane.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">No
other industry limits growth, development, and mentoring of their team members
like this.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Collections, it seems, is
often stuck emulating the Mad Men television series, acting like it’s still the
1960’s.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Either agency owners are
disconnected with their team members, are afraid of developing staff who might
leave to go to a competing company, or are limited by their clients or stifling
security policies, where everything is ‘need to know’.<br /><br />A</span><span style="font-family: arial;">s a collector, I can
tell you some of the best parts of my career were when I was challenged.</span><span style="font-family: arial;"> I built a database. I learned how to set up a VOIP phone system. I went to conferences, and met with clients. It helped me become the person I am today -- without those rare opportunities, that frankly I often had to fight to take, I wouldn't be where I am. </span><span style="font-family: arial;">No one wants to sit in a cubicle for eight
hours a day, wear a headset, and grind out the same day every day.<br /><br /></span><span style="font-family: arial;">Ask your team members,
what do they want to learn?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">How do they
want to grow?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If they are interested in
sales or marketing, send them to a trade show.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">If they are interested in database management, train them to help with
tasks that would normally bottleneck on the IT team.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If you have someone naturally inclined to
build rapport with your client contacts, make them a project manager and client
liaison.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If one of the team gets
strategy and liquidation, let them report on a project.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">And if you have team members that aren’t
inclined, at least open the door and offer them opportunities to grow and
challenge themselves.<br /><br />W</span><span style="font-family: arial;">hen everyone starts
learning new things, your company will be stronger, your team more engaged, and
your overall company will become more skilled over time.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Will some folks leave to go to the
competition?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Some might … but if you
build an environment where people can grow and learn, that will encourage most people
to stay.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Will some folks sometimes
stumble or fail in their new projects?</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Yes, but you can take your time for them to grow into the role, or you
can always try again until you find something that fits their abilities
better.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It’s trial and error, but no one
will ever say ‘you know, I had this awful job once where they let me pick new
tasks and roles’.<br /><br />T</span><span style="font-family: arial;">ime to get out of the
1960’s, and look how technology companies like Hubspot mentor their team
members.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Time to engage 100% of your
team member’s abilities.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Give them a
chance to grow.<br /><br />W</span><span style="font-family: arial;">ant to know how we
assign project management roles at our agency?</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Got ideas about mentoring you want to share?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Drop me an email, always happy to chat.<br /><br />T</span><span style="font-family: arial;">hanks kindly,<br /><br />B</span><span style="font-family: arial;">lair DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data & Credit<br />C</span><span style="font-family: arial;">ambridge, ON<br />2</span><span style="font-family: arial;">26-946-1730<br /></span><a href="mailto:blair@receivableaccounts.com"><span style="font-family: arial;">blair@receivableaccounts.com</span></a></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com1tag:blogger.com,1999:blog-7692745499150397953.post-3912118032592197052021-08-06T05:12:00.000-07:002021-08-06T05:12:28.646-07:00Back To (The New) Normal<p style="text-align: left;"></p><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhMM03Y-ikiI0FLoNx55oJPe2Aa-e-6rZ_LuBSnpfunfDzEqrhLjKKtIoNT68ehPUy1k42jJ2MrgQUs9ZIY6rX8bPR-wylWcv8aQjKfhScNnvnyuJ7qHZJb4tm-hE_N5dHrHntwGU9tlF0/s1000/new-normal.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="600" data-original-width="1000" height="192" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhMM03Y-ikiI0FLoNx55oJPe2Aa-e-6rZ_LuBSnpfunfDzEqrhLjKKtIoNT68ehPUy1k42jJ2MrgQUs9ZIY6rX8bPR-wylWcv8aQjKfhScNnvnyuJ7qHZJb4tm-hE_N5dHrHntwGU9tlF0/s320/new-normal.jpg" width="320" /></a></div><br /><span style="font-family: arial;"><br />Here in Ontario,
there’s a light at the end of the tunnel – Covid infections have dropped and
flattened out, vaccination rates are climbing, and maybe, just maybe, ‘N-Day’
is coming in August, the day that most Covid restrictions are lifted in the
province and everything goes back to normal.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">For our branches in British Columbia and Quebec, things are on a similar
track.<br /><br />B</span><span style="font-family: arial;">ut not
everything will be all “2019 Normal” ever again.<br /><br />I</span><span style="font-family: arial;">n March of
2020, when the pandemic hit Canada, we scrambled to move everyone out of the
office – it was a huge shock to our collective system, and a huge change to the
way we do things.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It was hard in the beginning,
not just from a tech support standpoint, but for culture and organization of
how we do things.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We’ve coped over the
last 15 months, and it hasn’t always been easy, but we’ve had it better than
some companies, we’ve hung in there and even grown a bit.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I don’t mind saying, folks giving 110% from
home, some superhuman efforts by our IT team, having a multi-branch environment
and way too much internet bandwidth, along with Slack already being used for internal
messaging, made it all possible.<br /><br />S</span><span style="font-family: arial;">o, now
that N-Day is almost here, do we ring a bell on August 15 and call everyone
back into the office again, full time, like nothing’s happened?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Of course not – we’ve had people step up,
take on new challenges, train new people, and launch new initiatives, all while
isolated in their basements or home offices.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Almost everyone excelled at working from home, so why not continue it?<br /><br />W</span><span style="font-family: arial;">ell, some
things need to return to normal to some degree – mail and faxes physically
arrive, banking needs to be done in person, our IT folks are a little strung
out maintaining an extra layer of complexity with everyone’s remote connection,
and our culture and new staff training has strained a bit, because some things
are just better handled face-to-face.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">On
top of that, some people are going a little squirrely, and want to come back
into the office for a change of scenery.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">As well, we are waiting for what the provincial and state regulators are
going to say about WFH and what’s allowed in our industry.<br /><br />B</span><span style="font-family: arial;">ut let’s
say we get our own way and no one forces us to bring everyone back – folks should
be able to work from home more than from the office.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We don’t need them physically inside our four
walls, they’ve reinforced their already proven trustworthiness and ability to
self manage.</span><span style="font-family: arial;"> <br /><br />W</span><span style="font-family: arial;">e’re working
on a plan on how much time folks need to work from home, when new staff can
transition from in the office to mostly from home (should they choose), and
when to call people back in if they are struggling – and we’re going to make it
clear, simple, and kind to people.<br /><br />Our plan will be to outline how many days a month they should be in the office, and leave it up to the individual team members to manage when they work in the office, and when they work from home. New people can move to work from home as soon as they get a positive monthly review. Simple. </span><span style="font-family: arial;">Trust folks to manage themselves, give them a support network, a dedicated work area (not a shared computer like an internet café), set a minimum amount of face time required to maintain training and culture and connection, and the rest of the time, leave everyone to do what they are good at.</span><br style="font-family: arial;" /><span style="font-family: arial;"><br />I</span><span style="font-family: arial;"> talked to
someone in our collection industry, and they said they knew that their staff will revolt and many will leave their company when
they call folks back because it means 2+ hours of commuting a day ... but it sounds like they will call people back anyway.</span><span style="font-family: arial;"> <br /></span><span style="font-family: arial;"><br />H</span><span style="font-family: arial;">indsight
is 20/20 …. we should have been doing this all along.<br /><br /></span><span style="font-family: arial;">Change is
upon us, whether we like it or not.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">New
employees looking for work are going to want a WFH option, and it will be as
important to their wellbeing and happiness as a pension or flexible schedule.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">People work to live, not live to work, and if
we can balance it with the in person stuff that needs to happen, they’ll stay
with us, long term.<br /><br />T</span><span style="font-family: arial;">houghts on
work from home plans, and what our new normal will be?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Interested in other folks in our industry and
what they are going to do in the near future…<br /><br /></span><span style="font-family: arial;">Thanks kindly,<br /><br />B</span><span style="font-family: arial;">lair DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON
Data & Credit<br />C</span><span style="font-family: arial;">ambridge,
Ontario<br /></span><span style="font-family: arial;">226-946-1730<br /></span><a href="mailto:blair@receivableaccounts.com" style="font-family: arial;">blair@receivableaccounts.com</a><p></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com1tag:blogger.com,1999:blog-7692745499150397953.post-71236614694082108142021-06-11T07:48:00.002-07:002021-06-11T07:48:09.043-07:00Targets, Goals and Feeling Good About It<p><span style="font-family: arial;"> </span></p><div class="separator" style="clear: both; text-align: center;"><span style="font-family: arial;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiVuM0Zg0-b92cDXGSkX1RGWLPNOp-PYUy8j5oSfuFMxtPpdKcYyoLcQLM_RvvWuuGnCNyltdGI3R7KTXoFr_bf6dGda7rlRwec2UqP0B9WEAhrqZn0TLU1QpbvBzl7AE6j-DJggGjNEe4/s1300/company-targets.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="945" data-original-width="1300" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEiVuM0Zg0-b92cDXGSkX1RGWLPNOp-PYUy8j5oSfuFMxtPpdKcYyoLcQLM_RvvWuuGnCNyltdGI3R7KTXoFr_bf6dGda7rlRwec2UqP0B9WEAhrqZn0TLU1QpbvBzl7AE6j-DJggGjNEe4/s320/company-targets.jpg" width="320" /></a></span></div><p></p><p class="MsoNormal"><span style="font-family: arial;">Yesterday was the 7</span><sup style="font-family: arial;">th</sup><span style="font-family: arial;"> business day of the month,
with a total of 22 days this month.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Like
many other collection agencies, we set a target for the company, and for individual
team members to make up that company target, and break it down by business day
to see if we are ahead or behind where we should be at this point of the
month.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Yesterday, five of our collection
team members have already hit their monthly targets.<br /><br /></span><span style="font-family: arial;">Now many collection managers would be pulling away from me right now, saying ‘that means
your targets are way too low’!</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I beg to
disagree.</span><span style="font-family: arial;"> <br /><br />A</span><span style="font-family: arial;"> target, by it’s very definition is something your company
looks to achieve.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Many collection agencies
set unachievable monthly targets for their company or their staff, and it’s a
bad idea.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Let’s talk about why that is.<br /></span><span style="font-family: arial;"><br /><br /></span><b><span style="font-family: arial;">Who Sets The Target?<br /><br /></span></b><span style="font-family: arial;">Well, it’s a bit of a tug of war from everyone – the agency
needs to set a target to cover costs and make a reasonable profit margin.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Files assigned by the creditor might come
with an expectation from them on long term liquidation or monthly gross
collections, and targets might be set based on what staff need to achieve to
meet a bonus or commission scheme.<br /><br />I</span><span style="font-family: arial;"> set my targets based on revenue, not gross
collections.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">For a new, inexperienced
staff member in their first month I might set a target of $2000.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">For someone up to speed, I would set their
target at $6000.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">For staff with wildly
high historical revenue or higher salaries (which carry higher commission
targets) I might go as high as $9000.<br /><br />N</span><span style="font-family: arial;">ow, to any large agency or agency that deals with commercial
accounts, they will think that’s ridiculously low.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">But it’s not – here’s why.<br /><br />T</span><span style="font-family: arial;">he target or goal of any company is to be profitable.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Now, it doesn’t matter if you set $10,000 goals
for your collectors, but you run a 5% profit margin because you are top heavy
with executives, sales managers, software licensing costs, etc … what matters
is breaking down your base cost.<br /><br />S</span><span style="font-family: arial;">ince our company’s base cost per collection team member is about $4300, and we carry about 10% of our overall employees are non-collectors, that
means we should generate about $4800 per staff member to just break even.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Add in unexpected but necessary expenses and
a target 15% profit margin, that’s about $6000 per staff member.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">And that’s our target, and what we model our
business on.<br /><br /></span><span style="font-family: arial;">Obviously as we over-perform on our team members, our costs go
up as we have commissions and bonuses to pay, but ultimately, we could run a
profitable company if everyone did $6000.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Now if someone consistently does $17,000 per month in revenues, I might
increase their target slightly, to $9000, but not any higher.<br /><br /></span><span style="font-family: arial;"><br /></span><b><span style="font-family: arial;">The Emotional Side of Targets<br /><br /></span></b><span style="font-family: arial;">If someone misses their target, they can feel like they
failed – failed themselves, failed the company, what have you.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">That’s not ideal.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If you set a target of $10,000, and the staff
member does $8,000, still receives a bonus and the company still has a profit
margin in there, why have a mechanism in place to tell them ‘not good enough’?<br /><br />I</span><span style="font-family: arial;"> can tell you, the folks who have already hit their monthly
target are still striving to do better, but they feel confident, relaxed, and hopefully
valued.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">You want to set targets that
everyone can exceed.<br /><br />If 70% of our team hits their personal targets every month, and the company hits their overall target 95% of the time, that gives us a solid baseline to plan for the future, and tell everyone that we're okay, and the company is in good shape.<br /><br /><br /></span><b><span style="font-family: arial;">The Math Side of Targets<br /><br /></span></b><span style="font-family: arial;">So, I’ve seen many agencies tie commissions for collection
agents to targets – and that’s a terrible, terrible idea.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Because targets can be arbitrarily set each
month, that means a manager on a whim can affect someone’s take home pay.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I’ve always believed that targets should be
tied to a percentage of salary – it’s consistent, and won’t skew too far from
costs.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">As well, we use a tiered
commission rate, so the higher the percentage ratio of revenue to salary, the
higher percentage the collection staff receive as commissions, so it builds a
reward that’s commensurate with success.<br /><br /></span><span style="font-family: arial;">Yes, the math of what clients expect is part of things, but
it should only influence targets, not set them – if a client sets a target and
you have to throw 100 collectors at it to hit that goal, and you aren’t running
a profit, that’s dangerous.<br /><br /></span><span style="font-family: arial;">Now, you can look at the number of files a collector can
handle, the average balance, the contingency, and the expected liquidation, to
figure out a baseline client expectation – but that should set up the process
that a collector can follow, not just be dumped on the collector to figure it
out.<br /><br /></span><span style="font-family: arial;">Example #1: Small Balance Canadian Hospital Accounts – 300
files x $45 avg bal x 25% contingency x 30% liquidation = $1012 revenue.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">You can’t possibly have a collector manually
collect on just $45 files and succeed.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">You need to give them SMS notices, mailed letters, emailed notices and
web payments for them to increase the number of files worked, or payments on
accounts they haven’t even touched (see my other blog on how house payments are
stupid).<br /><br />E</span><span style="font-family: arial;">xample #2: Fitness Accounts – 300 files x $600 avg bal x
28% contingency x 20% liquidation = $10,800 revenue.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">That’s more like it.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If a client demands 25% liquidation, you can
assign more bodies, pay for more trace tools, review or rework uncooperative or
avoids contact files, and still be profitable.<br /><br />I</span><span style="font-family: arial;">t’s unlikely to ever have a huge volume of high balance
accounts with high commission and high liquidation all at the same time –
usually you will only get a good 1-2 values, and you have to compensate the
other 2-3 to make a winning formula.<br /><br />A</span><span style="font-family: arial;">nd when in doubt, remember there is a math to targets, but
it doesn’t hurt to influence it with human behaviour and treat it a little bit like
an art form.<br /><br /></span><span style="font-family: arial;"><br /><b>More Than One Level Of Target<br /><br /></b></span><span style="font-family: arial;">So you can have a single target as a pass/fail, but I always
believe in being transparent, so not only do I set a target, I share with our
team our overall overhead, so they can see if they miss target by a bit, but other
members of the team hit or everyone’s just a little shy and the company meets
costs, yes it’s a shortfall to what we wanted to do, but there’s no danger –
there isn’t that Sword of Damocles hanging over their head where they think the
company is in trouble or their job is in jeopardy.<br /><br /></span><span style="font-family: arial;"><br /><b>When Things Go Wrong<br /><br /></b></span><span style="font-family: arial;">Let’s face it, any collector can have a bad month.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">On high balance portfolios, a successful
month might be 30 payments, and if 5 go sideways, it can equate to a missed target.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">And outside influences can affect performance
– down time, less working days in a month, clients failing to list accounts, or
accounts being listed with bad or missing data. Our company has missed it's target once in the last three years -- but it wasn't the end of the world.<br /><br />N</span><span style="font-family: arial;">ow, people who set the targets can start yelling and
throwing things, or they can make a change – what we do is if a collector starts
falling behind 3+ days to their target, we try to drill down and see if they
need help – we’ll audit their KPIs, their calls, and the quality of their
business, before things get worse.<br /><br />A</span><span style="font-family: arial;">nd at the end of the month, if we haven’t succeeded to the
level that we wanted, we have an end-of-cycle retrospective scrum meeting or report
to review what went wrong and what we can do about it.<br /><br /><br /></span><b><span style="font-family: arial;">When Things Go Right<br /><br /></span></b><span style="font-family: arial;">This is the most important thing – you want to succeed.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">You want your collectors to succeed.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">You want everyone to be high fiving each
other in the halls (when such a thing is allowed).</span><span style="font-family: arial;"> </span><span style="font-family: arial;">When your company breaks through targets this
is the moment you can set up your company for future success.<br /><br />F</span><span style="font-family: arial;">irst, don’t just raise targets for next month!</span><span style="font-family: arial;">
</span><span style="font-family: arial;">That’s telling staff that yes, we did reasonably well this month, but it's not good enough, this month’s success was
temporary, and whatever they did, they need to do more of it to meet
expectations.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If you are running a 20%+ profit
margin (which in collections, is pretty healthy) then those targets are more
than sufficient, and let the team members bask in their success.<br /><br />N</span><span style="font-family: arial;">ext, have an end-of-cycle retrospective scrum meeting and
go over what went right – what can you duplicate for future months?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Discount the big payments that fell from the
sky, or the lucky breaks – look at the repeating processes, the lower balance
payments, what can be bottled and done again.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">And in that meeting, ask your team members what can be done with any
company profits to make the company better.<br /><br />A</span><span style="font-family: arial;">nd lastly, make sure you are rewarding your staff – if your
commission or bonus scheme breaks because someone had a monumental month, make
sure you aren’t coming across as a selfish company owner or manager, who drives
a fancy convertible sports car to work after a great month, and leaves everyone
who did the hard work at the same wages, with minimal bonuses, or without even
some appreciation and gratitude. That is not just buying them lunch -- really, do something meaningful. Increase health coverage, give large bonuses across the company, hand out raises to everyone if you've wildly exceeded targets several months in a row. Show them through actions their team successes will feed back to them.<br /><br /><br /></span><b><span style="font-family: arial;">Conclusion<br /><br /></span></b><span style="font-family: arial;">As we speak, we are an unheard of 7+ days ahead of target
for the company, from a combination of some process changes, some new clients
coming onboard, and more than a few lucky breaks.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I can tell you that for June 15</span><sup style="font-family: arial;">th</sup><span style="font-family: arial;">,
we did some spontaneous bonuses over and above regular commissions from our May
revenue, and we’ll likely be doing it again at the end of the month.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We are paying attention to what is going right,
and we are asking the team members what we can do in July to make it like June.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">And we’re being clear that we are succeeding
because of their efforts.<br /><br />G</span><span style="font-family: arial;">ot any questions about targets?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Drop me a line, happy to chat.<br /><br /></span><span style="font-family: arial;">Thanks kindly,<br /><br />B</span><span style="font-family: arial;">lair DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data & Credit<br />2</span><span style="font-family: arial;">26-946-1730<br /></span><a href="mailto:blair@receivableaccounts.com" style="font-family: arial;">blair@receivableaccounts.com</a></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com2tag:blogger.com,1999:blog-7692745499150397953.post-83569638434502173862021-05-28T07:03:00.005-07:002021-05-28T08:38:30.320-07:00Zombie Debt<div style="text-align: left;"><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjDPJGN3m5GHV0UaiatG3erBuO-1mwlNHDTCg9ntyYOVH7HNg8at6Tv96ZSRTm-hu2BbhO_cUE-M73nn68r4ML40itA-b_xyKyavOePsGp42C24U5RmWzlRKp6q4Z8F8hl5AGYY6j63vOk/s540/Beware-the-walking-debt.png" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="540" data-original-width="540" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjDPJGN3m5GHV0UaiatG3erBuO-1mwlNHDTCg9ntyYOVH7HNg8at6Tv96ZSRTm-hu2BbhO_cUE-M73nn68r4ML40itA-b_xyKyavOePsGp42C24U5RmWzlRKp6q4Z8F8hl5AGYY6j63vOk/s320/Beware-the-walking-debt.png" /></a></div><br /><div class="separator" style="clear: both; text-align: center;"><br /></div><span style="font-family: arial;"><br />Yesterday there was an
<a href="https://www.hoyes.com/blog/how-long-can-a-collection-agency-collect-on-a-debt-in-canada/" target="_blank">article</a> from an insolvency trustee firm
Hoyes & Michalos about collection agencies, and that they can pursue debts
forever.<br /><o:p></o:p><o:p> <br /></o:p>Well, yes they can,
but that’s stupid of the agency to do so.<span style="mso-spacerun: yes;"> <br />
</span><o:p> <br /></o:p>I’ve heard and used the
phrase ‘zombie debt’ over the years – that’s debt that has no purpose walking
around, but does.<span style="mso-spacerun: yes;"> </span>It’s past the statute
of limitations for legal action, it’s past the statute of limitations for credit
reporting, it’s not something that should survive beyond that because it’s a
judgment, student loan, credit union wage assignment, or something like
that.<span style="mso-spacerun: yes;"> </span>Really, after 6 years, there’s no
point in calling a consumer – the window of opportunity is closed.<br /><o:p> <br /></o:p>First of all, it’s a waste
of manpower.<span style="mso-spacerun: yes;"> </span>The odds of someone paying
an account that’s 90 days old are much higher than calling someone on a debt
that’s 12 years old.<span style="mso-spacerun: yes;"> </span>Collection agents
have to be paid wages, and there is a cost to making collection attempts beyond
that (licensing, insurance, software, lettering, etc).<span style="mso-spacerun: yes;"> <br /> </span><o:p> <br /></o:p>Secondly, there are no
consequences.<span style="mso-spacerun: yes;"> </span>A collection agency
usually will offer consumers the opportunity to pay to avoid interest
accumulating, reporting to the credit bureau as a registered item, or even
legal action.<span style="mso-spacerun: yes;"> </span>But after the window of
opportunity to bring these consequences to bear, the agency is now
toothless.<span style="mso-spacerun: yes;"> </span>Sure, they could appeal to
the consumer to repay the debt on moral grounds (‘it’s the right thing to do ‘)
or by being annoying (‘these calls will continue until this debt is paid’) but
no one wins there – it’s not going to work for an educated consumer, and it
just brings the reputation of our industry down.<br /><o:p> <br /></o:p>Lastly a consumer that
isn’t going to suffer any consequences can just ask for the calls to stop – an email,
fax, registered letter, or SMS is all it takes to stop an agency collecting zombie
debt in it’s tracks.<br /><o:p> <br /></o:p>Now a few agencies are
bad actors, and they try to scare people into paying old debts – they’ll lie
and threaten legal action, they’ll attempt to reset the debt’s age so they can
report to the credit bureaus, or other unsavory tactics … but fortunately,
those old school agency tactics are dying out.<span style="mso-spacerun: yes;">
</span>Of the 178 licensed agencies in Ontario, I would guess there are less than
10 that would do such a thing – but of course, they are using tactics from
20-30 years ago and continue to give our industry a bad reputation.<br /><o:p> <br /></o:p>Every province and
territory has a law governing collection agencies, and every single one says an
agency cannot threaten action they are not legally entitled to take – if you are
a consumer and think your rights are being violated, or you need to make a
complaint, here are some useful provincial links:<br /><o:p> <br /></o:p>Alberta -- <span lang="EN-US"><a href="https://www.alberta.ca/information-collection-agencies-debt-repayment.aspx">Creditors,
collection agencies and debt repayment | Alberta.ca<br /></a></span>British Columbia -- <span lang="EN-US"><a href="https://www.consumerprotectionbc.ca/consumer-help/debt-collection/">Debt
collection - Consumer Protection BC<br /></a></span>Ontario -- <span lang="EN-US"><a href="https://www.ontario.ca/page/stop-collection-agency-calls">Stop
collection agency calls | Ontario.ca<br /></a> <o:p></o:p></span><span lang="EN-US">Quebec -- <a href="https://educaloi.qc.ca/en/capsules/debt-collection-agencies/">Debt
Collection Agencies | Éducaloi (educaloi.qc.ca)<br /></a></span><span lang="EN-US"><o:p> <br /></o:p></span><span lang="EN-US">Worth mentioning -- in many provinces, courts were closed or suspended during the pandemic of 2020-2021, so the statute of limitations for legal action may be extended 6-12 months, depending where you live.</span></span></div><div style="text-align: left;"><span style="font-family: arial;"><span lang="EN-US"><br /></span></span></div><div style="text-align: left;"><span style="font-family: arial;"><span lang="EN-US">Also, worth noting, in the provinces of
Alberta and Manitoba, it is expressly against the collection acts and regulator policies to
call on a debt past the statute of limitations.<br /></span><span lang="EN-US"><o:p> <br /></o:p></span><span lang="EN-US">As well, if you have a debt on your credit
bureau that’s over six years old (seven if there is a judgment) you can dispute
the debt<br /></span><o:p> <br /></o:p><span lang="EN-US"><a href="https://www.consumer.equifax.ca/personal/dispute-credit-report/">Dispute
Equifax Credit Report | Equifax Canada<br /></a></span><u><span lang="EN-US" style="color: #fff4ec;"><a href="http://www.transunion.ca/ca/personal/creditdisputes_en.page">http://www.transunion.ca/ca/personal/creditdisputes_en.page</a>
<br /></span></u><o:p> <br /></o:p>This is the twenty
first century – many collection agencies have adapted to the times, and work
with strict compliance guidelines, care about their reputation on social media,
and have an open dialog with the regulators.<span style="mso-spacerun: yes;">
</span>It’s time to stamp out the hard pursuit of zombie debt.<br /><o:p> <br /></o:p>While my company is a
collection agency, we’re happy to help consumers fight debts that aren’t legal
or legitimate – if you need advice or help, feel free to reach out to us at <span lang="EN-US"><a href="https://kingstondc.com/debt-settlement/">Debt Settlement |
Kingston Data & Credit (kingstondc.com)<br /></a><o:p></o:p></span><span lang="EN-US"><o:p> <br /></o:p></span><span lang="EN-US">And if you have questions, are an industry
colleague who want to make things better, or one of the bad actors that want to
yell at me for calling out their bad behaviour, feel free to drop me a line.<br /></span><span lang="EN-US"><o:p> <br /></o:p></span><span lang="EN-US">Thanks kindly,<br /></span><span lang="EN-US"><o:p> <br /></o:p></span><span lang="EN-US">Blair DeMarco-Wettlaufer<br /></span><span lang="EN-US">KINGSTON Data & Credit<br /></span><span lang="EN-US">Cambridge, Ontario<br /></span><span lang="EN-US">226-946-1730<br /></span><span lang="EN-US"><a href="mailto:blair@receivableaccounts.com">blair@receivableaccounts.com</a></span></span><br /></div>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com1tag:blogger.com,1999:blog-7692745499150397953.post-2843552918012598252021-05-07T07:46:00.004-07:002021-05-07T07:47:06.109-07:00Telegraphing Your Blows<div class="separator" style="clear: both; text-align: center;"><span style="font-family: arial;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg68zMspEuE72uvqVJKngZxCbpAWS3VdyCL6m4-MJOtOZSFrGFWjF53woClEWcKOIHonmY-W6fIFeislY7rAXVUFP4egGnI4aNw8EJP_AdyvKonfbCKeBjCiUf86ugpPZob3IKOhJzU6JQ/s1579/boxing-gloves-red.png" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="1579" data-original-width="1200" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg68zMspEuE72uvqVJKngZxCbpAWS3VdyCL6m4-MJOtOZSFrGFWjF53woClEWcKOIHonmY-W6fIFeislY7rAXVUFP4egGnI4aNw8EJP_AdyvKonfbCKeBjCiUf86ugpPZob3IKOhJzU6JQ/s320/boxing-gloves-red.png" /></a></span></div><span style="font-family: arial;"><br /></span><p></p><p class="MsoNormal"><span style="font-family: arial;">In boxing and other similar
sports, there’s a phrase, ‘telegraphing your blow’ … basically it means that
your body movement tells your opponent that a punch is coming before it’s
actually thrown.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It gives the opponent
the chance to dodge the shot with plenty of warning.<br /><br /></span><span style="font-family: arial;">When I started in collections,
people around me with little experience or understanding of how other people
think would get frustrated on a collection call and blurt out “if you aren’t
going to work with me on this account, I guess I will sue you today!”.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Aside from this likely being untrue, it comes
across as a schoolyard taunt, “Oh yeah?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Well
my big brother will beat you up!”.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We want
to avoid “Oh yeah?” statements at all costs … because it sounds as childish and
tempramental as it looks on paper.<br /><br /></span><span style="font-family: arial;">In collections, you
should always telegraph your blow.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Nothing should be a surprise to a consumer or business – consequences or
actions should be warned in advance, so if it comes to pass that you have to
cancel a service, send a file to collections, affect someone’s credit, or issue
a garnishment, the phone call or email you send the consumer should not be the
first time they hear about it.<br /><br />I</span><span style="font-family: arial;"> prefer to get the
consequences out, up front, in the first collection call … it motivates the
consumer to resolve the account, and it clearly lays out an A-B choice for them
to either work with you or have the consequences come to pass – it’s less of a
threat and more of an option for the consumer to choose.<br /><br />H</span><span style="font-family: arial;">ere are a few phrases
that will help you ‘telegraph your blow’<br /></span></p>
<p class="MsoNormal" style="background: rgb(197, 224, 179); mso-background-themecolor: accent6; mso-background-themetint: 102;"><span style="color: #444444;"><span style="font-family: arial;">"Bob, I am calling you from a collection agency that reports to the credit bureau, and before we affect your credit rating for six years, I wanted to give you a courtesy call to see what your side of the story is".<br /><br />“Susan, please understand that you have promised to
mail a cheque to our office three times now, I need to let you know that if I
don’t have a cheque in hand by this coming Friday, I have no choice but to send
your file to our collection agency."<br /><br /></span><o:p><span style="font-family: arial;">"</span></o:p><span style="font-family: arial;">Adam, please understand that I am holding off on
filing this garnishment until Monday at 4pm – if your payment is here by then,
I will happily tear this application to the court up, but if not, I will be
walking it down to the court on Tuesday morning."<br /><br /></span><span style="font-family: arial;">“Alice, unfortunately our time is up – as I indicated
to you in our first call, if I didn’t have this account resolved by the 30</span><sup style="font-family: arial;">th</sup><span style="font-family: arial;">
of the month, I would have no choice but to suspend your account, which I will
be doing today.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If you have any questions,
I would be happy to answer them.”</span></span></p>
<p class="MsoNormal"><span style="font-family: arial;">Make sure that every action
has been mentioned in a previous call or correspondence … this way, you are
just following through, making you appear consistent and professional, not arbitrary
and emotional. And aside from being professional, you are being kinder and giving the consumer every opportunity to avoid those consequences.<br /><br />G</span><span style="font-family: arial;">ot questions about delivering consequences to consumers?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Drop me a line …<br /><br />T</span><span style="font-family: arial;">hanks kindly,<br /><br />B</span><span style="font-family: arial;">lair
DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data &
Credit<br />Cambridge, ON<br />226-946-1730<br />blair@receivableaccounts.com </span></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-27113019009811136252021-04-16T06:09:00.005-07:002021-04-16T06:18:23.067-07:00Staying Sane At Work During A Pandemic<div><span style="font-family: arial;"><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><b><span style="mso-ansi-language: EN-CA;"><o:p><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEitIiyYxnapsCzhdGboMloXhnavPXZ0lVimKR9HZMmi45RExODxEs0EjfcjoGeOUGVsCIskTzVFRD5MNzIYS3JzkTOegav5P_HlaJVHbrs7AnjKfoMcZiNM8xLlcPbfIGq69YKHJduDAVY/s688/all-work-and-no-play-makes-homer-something-something.jpg" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="387" data-original-width="688" height="225" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEitIiyYxnapsCzhdGboMloXhnavPXZ0lVimKR9HZMmi45RExODxEs0EjfcjoGeOUGVsCIskTzVFRD5MNzIYS3JzkTOegav5P_HlaJVHbrs7AnjKfoMcZiNM8xLlcPbfIGq69YKHJduDAVY/w400-h225/all-work-and-no-play-makes-homer-something-something.jpg" width="400" /></a></div><br /></o:p></span></b></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">So here we
are, in the third wave of the pandemic in Ontario, over a year into this world changing issue, and I can tell talking to my
team members some folks who are normally rock solid and self-confident are
having a rough time.<span style="mso-spacerun: yes;"> </span>They aren’t the
only ones – articles are popping up all over titled ‘Burnout Working from Home’
and ‘The Stress of Isolation’.<span style="mso-spacerun: yes;"> </span>I’m not
surprised, the future is uncertain, we’re all tired of being stuck inside, it’s
easy to feel cut off from your fellow employees working remotely from home.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">Moving to
remote work a year ago was the easy part.<span style="mso-spacerun: yes;"> </span>Keeping
your company culture alive and well is the hard part, because its ephemeral and
has it’s own ebbs and flows.<span style="mso-spacerun: yes;"> </span>While the current
commute is great, some of the things that make work enjoyable are missing right
now.<span style="mso-spacerun: yes;"> </span>Here’s some advice for my colleagues,
and how we are trying to cope ….<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><b><span style="mso-ansi-language: EN-CA;">Home Is
Home, Work Is Work<br /></span></b></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><b><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></b></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">When I first
started the company with Jason Kingston, I didn’t want to commute 45 minutes to
just be at the office by myself, so I worked from home a lot the first year –
but to have a work/life balance, I still went through the routine of ‘going to
work’.<span style="mso-spacerun: yes;"> </span>I put on work clothes, went to a separate
area of the house, did my work, took a break for lunch, worked till 5, and then
walked away.<span style="mso-spacerun: yes;"> </span>It kept me focused an on a
schedule.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">Now fast
forward ten years to the beginning of the pandemic, both my wife and were working
from home, and some times, we’d be sick of being in a specific room we’ve
worked in all day, so we had this weird little dance where we would rotate our
work room, and then not go back to that room for the rest of the day.<span style="mso-spacerun: yes;"> </span>It’s just a sign you need to have boundaries –
set a work area just for work, and when you aren’t working, get the heck out of
there.<span style="mso-spacerun: yes;"> </span>You’re going to feel cooped up
spending eight hours at work, and then another bunch of hours after work in the
same room.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">Also, don’t
work just because you are bored.<span style="mso-spacerun: yes;"> </span>Set
boundaries.<span style="mso-spacerun: yes;"> </span>Don’t start working at 7am
just because you have nothing else to do, or look at work emails late at night
because you have watched everything on Netflix three times.<span style="mso-spacerun: yes;"> </span>Unless something is on fire, get away from
work and have personal time.<span style="mso-spacerun: yes;"> </span>If you work
60 hours a week because you are bored, it will seem harmless at first, but
eventually you will burn out and crack.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">Having
things like chat messages like Slack is great, but when you are done work, turn
them off – don’t let work bleed into your personal time.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">One of the
things we do at our company is use a flex time program … anyone who spends more
than 37.5 hours a week banks that time (and there is a cap, so they don’t work themselves
into oblivion), and we owe them that time, and they can take it whenever they want.<span style="mso-spacerun: yes;"> </span>So they want to start at 10am the next
day?<span style="mso-spacerun: yes;"> </span>Sure!<span style="mso-spacerun: yes;"> </span>Want to take a day off to recharge?<span style="mso-spacerun: yes;"> </span>Sure!<span style="mso-spacerun: yes;">
</span>Want to take a 2 hour break in the middle of the day?<span style="mso-spacerun: yes;"> </span>As long as they communicate to others they
are stepping away, and get someone to cover anything critical while they are gone,
it’s their time.<span style="mso-spacerun: yes;"> </span>It was originally put
in place to make sure we weren’t taking advantage of our IT staff working late
into the night on some server emergency and then being expected to put in 40
hours of work in the next week.<span style="mso-spacerun: yes;"> </span>The same
philosophy applies to all our staff, and it’s self managed – they get to decide
when they take time off, because we trust them.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">Also, we’ve
been chasing people to take their vacation time – I know there’s nowhere to go
right now, but taking a week away from work is healthy, or a series of long
weekends to recharge.<span style="mso-spacerun: yes;"> </span>The company won’t
burn down while they are off, and it’s important to not eat, sleep and drink
work.<span style="mso-spacerun: yes;"> </span>Sitting in a hammock on your back reading
a book is better than no vacation at all.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><b><span style="mso-ansi-language: EN-CA;">Does
Working From Home Suck Sometimes?<br /></span></b></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><b><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></b></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">For the
first month of the pandemic, I squinted at a small laptop screen and lived with
laggy intermittent rural internet.<span style="mso-spacerun: yes;"> </span>Drove
me nuts.<span style="mso-spacerun: yes;"> </span>I eventually hooked up a monitor
to my laptop, put it at a real desk instead of a coffee table, and built a real
work area.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">When my
internet would cut out or I’d start feeling frustrated or burning out from
working late at night, because nothing is quite as efficient with most of the
company working remotely, I’d message folks saying I was coming in later in the
morning the next day, or I’d step away from my computer to eat lunch on my
porch, or walk down to the mailbox, or just get away from my keyboard.<span style="mso-spacerun: yes;"> </span>See the signs of when things are getting rough,
and take care of yourself.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">As
employers, we need to bend to current circumstances – someone needs to take off
from 9:00 to 10:00 to get kids ready for remote learning?<span style="mso-spacerun: yes;"> </span>Let them.<span style="mso-spacerun: yes;">
</span>The lockdown is over, and you give your staff members the option to come
back into the office, but someone doesn’t want to because they take public
transit and don’t feel safe?<span style="mso-spacerun: yes;"> </span>Try to accommodate
them.<span style="mso-spacerun: yes;"> </span>Someone feels overwhelmed because
all their administrative tasks are 20% harder because they aren’t sitting in an
office where the mail comes, and they have the company printer, or someone they
can turn to?<span style="mso-spacerun: yes;"> </span>Be understanding about
deadlines and try to share the load.<span style="mso-spacerun: yes;"> </span>New
staff member is struggling, but they are working remotely and don’t have the
support and training they would normally have?<span style="mso-spacerun: yes;">
</span>Reach out and talk, don’t just hold them to a regular measuring stick or
staff review and think it’s good as-is.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">It’s easy
to feel isolated, even though you are one of many people working at the same
time at the same company.<span style="mso-spacerun: yes;"> </span>We have a #random
channel on Slack for folks to goof around, talk about the latest sportsball game
score, post a meme, or joke about something … and I think that helps us feel
like there are other human beings out there, out of sight, all working together.<span style="mso-spacerun: yes;"> </span>Pick up the phone to hear a voice, or if you
can take a breath and spend 5 minutes of your day with someone you work with *not*
talking about a technical support emergency or a pivot table report.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">Try to share
positive news … I’ll send out an email thanking people, or post on Slack “we
just landed client X!” to share something good, or try to recognize people – we
had our best month ever in March 2021, so over and above our regular profit
sharing we do with our staff, we gave everyone an unexpected bonus, just
because we did so well … money isn’t everything about work, but it doesn’t
hurt, and the thank you that went with the bonus will mean a lot to people.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><b><span style="mso-ansi-language: EN-CA;">You
Aren’t Alone<br /></span></b></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><b><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></b></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">Ultimately,
if you feel the signs of burnout, reach out and tell someone, don’t wait until
you crack.<span style="mso-spacerun: yes;"> </span>This is a hard time, and
nothing is normal.<span style="mso-spacerun: yes;"> </span>We have an Employee
Asssistance Program at our company for people to call anonymously if they need someone to talk
to, but not every company has that luxury.<span style="mso-spacerun: yes;">
</span>There’s a free service at </span></span></span></span></span></span><a href="https://reachout247.ca/"><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">https://reachout247.ca</span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"></span></span></span></span></span></a><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"> in Ontario for anyone who needs someone to talk to.<br /><o:p></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><a name="OLE_LINK7"><span style="mso-bookmark: OLE_LINK6;"><span style="mso-ansi-language: EN-CA;">If you
feel the stress of work, and you need a hard break to not think or worry about
what’s happening in the company, turn off your cell phone, log out of the IM
program, and let people know you won’t be reachable for a day, three days, or a
week, and take time off.<span style="mso-spacerun: yes;"> </span>Just because
the line is blurry between your home and your home office doesn’t mean you can’t
draw a line and step back like we would in a pre-pandemic world.<br /></span></span></a></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">We’re
almost there – the road ahead is shorter than the road behind.<span style="mso-spacerun: yes;"> </span>Approximately 1 in 4 Canadians has had their
first vaccination shot, and while we are in a lockdown till the end of April, if
we can hang on a little longer things are going to get better.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">If you
need some uplifting pandemic-themed comedy to make you feel like this will all
get better, I recommend Youtube's channel for Brittlestar --- </span></span></span></span></span></span><a href="https://www.youtube.com/user/brittletube"><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">https://www.youtube.com/user/brittletube</span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"></span></span></span></span></span></a><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">.<br /><o:p></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">Got any
ideas how to make the lockdown and pandemic more tolerable at work, and not
melt down while we wait for something that looks a little more like
normal?<span style="mso-spacerun: yes;"> </span>Feel free to drop me a
line.<span style="mso-spacerun: yes;"> </span>We can all help each other and get
through this.<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">Thanks
kindly,<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"><o:p> <br /></o:p></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">Blair
DeMarco-Wettlaufer<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">KINGSTON
Data & Credit<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">Cambridge,
ON<br /></span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">226-946-1730<br />
</span></span></span></span></span></span><a href="mailto:blair@receivableaccounts.com"><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;">blair@receivableaccounts.com</span></span></span></span></span></span><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"></span></span></span></span></span></a><span style="mso-bookmark: OLE_LINK5;"><span style="mso-bookmark: OLE_LINK4;"><span style="mso-bookmark: OLE_LINK3;"><span style="mso-bookmark: OLE_LINK2;"><span style="mso-bookmark: OLE_LINK1;"><span style="mso-ansi-language: EN-CA;"> <span style="mso-spacerun: yes;"> <br /></span><o:p></o:p></span></span></span></span></span></span><span style="mso-ansi-language: EN-CA;"><o:p> </o:p></span></span><br /></div><p></p><p class="MsoNormal"><a name="OLE_LINK1"></a></p>
<span style="mso-bookmark: OLE_LINK6;"></span><span style="mso-bookmark: OLE_LINK7;"></span>
<span style="mso-bookmark: OLE_LINK1;"></span><span style="mso-bookmark: OLE_LINK2;"></span><span style="mso-bookmark: OLE_LINK3;"></span><span style="mso-bookmark: OLE_LINK4;"></span><span style="mso-bookmark: OLE_LINK5;"></span>
<p></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com1tag:blogger.com,1999:blog-7692745499150397953.post-25976930297321259122021-03-12T07:57:00.000-08:002021-03-12T07:57:35.520-08:00Broadcasting Messages In Commercial Collections<p><span style="font-family: arial;"></span></p><div class="separator" style="clear: both; text-align: center;"><span style="font-family: arial;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjmNivtW-Q9pQZ-9O6CRkf5J0Q0CBHbLSIGidvJ-4jjmmglMaAOEmF76iLy-XhGJ-XFf4fTqRIzwFs_scXtsIV_lXUm_hhzdsfR3zCzrXkoar_CCAMx6OBE6vbMxTs3yGMhxclwzOA1qFg/s512/fax-collections.png" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="512" data-original-width="512" height="320" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjmNivtW-Q9pQZ-9O6CRkf5J0Q0CBHbLSIGidvJ-4jjmmglMaAOEmF76iLy-XhGJ-XFf4fTqRIzwFs_scXtsIV_lXUm_hhzdsfR3zCzrXkoar_CCAMx6OBE6vbMxTs3yGMhxclwzOA1qFg/s320/fax-collections.png" /></a></span></div><span style="font-family: arial;"><br />Many years ago, I was
a collector on a commercial credit card portfolio assigned to me … and every
single file was listed with a fax number.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">So what I would do is print two collection notices the day the files
came into our agency.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">The first copy I
would mail, the second copy I would put in a stack on my desk … and if I didn’t
get a call back by the seventh day, I would sit by the fax machine for a couple
hours, and fax the remaining copies of those letters, without a cover sheet
over to that company.<br /><br />M</span><span style="font-family: arial;">y phone would ring
off the hook … mostly from the debtor company owners.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">By broadcasting loudly to the company they
were in collections, whomever managed the fax tray would run the notice up to
someone in charge, who would in turn call me to resolve the matter.<br /><br />I</span><span style="font-family: arial;">n commercial
collections, it’s often about sending the right message to the right
person.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Affecting a company’s Dun & Bradstreet
rating or Equifax commercial bureau score might not matter to an accounting
clerk who just started 6-12 months ago, but a CFO or principal of the
corporation will understand that’s a big deal.<br /><br />B</span><span style="font-family: arial;">ecause the commercial
debt is owed by the corporation, sharing details of the debt with individuals
inside the company isn’t a privacy concern.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">And creating a sense of urgency is often
needed to start the conversation.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Once
they reach out, and are willing to work with you, you can tackle issues like
cash flow problems, disputed invoices or interest charges, or get authorization
for a cheque to be cut.<br /><br />S</span><span style="font-family: arial;">o if you have a
hostile gatekeeper, and apathetic accounts payable contact, or the company is avoiding
contact with your agency, here are a couple tips for broadcasting at a company
to get their attention:</span><p></p>
<p class="MsoNormal"><o:p></o:p></p><p class="MsoNormal" style="text-indent: 0px;"><span style="font-family: Wingdings;">q</span><span style="font-family: arial; text-indent: -18pt;"><span style="font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><span style="font-family: arial; text-indent: -18pt;">Look at the Legal/Contact sections of the
debtor company’s website for a direct contact, compliance telephone number, or
email address.<br /></span></p><p class="MsoNormal"><span style="font-family: Wingdings; mso-ansi-language: EN-CA; mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-char-type: symbol; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-symbol-font-family: Wingdings;">q</span><span style="font-family: arial; text-indent: -18pt;"><span style="font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><span style="font-family: arial; text-indent: -18pt;">Look up the principal of the company on Manta
or Zoominfo and send them a direct email.<br /></span></p><p class="MsoNormal"><span style="font-family: Wingdings; mso-ansi-language: EN-CA; mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-char-type: symbol; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-symbol-font-family: Wingdings;">q</span><span style="font-family: arial; text-indent: -18pt;"><span style="font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><span style="font-family: arial; text-indent: -18pt;">Send a courier or registered letter to the
principal, signature required with a collection notice.<br /></span></p><p class="MsoNormal"><span style="font-family: Wingdings; mso-ansi-language: EN-CA; mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-char-type: symbol; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-symbol-font-family: Wingdings;">q</span><span style="font-family: arial; text-indent: -18pt;"><span style="font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><span style="font-family: arial; text-indent: -18pt;">Find the CFO or principal on Linkedin and send
a InMail requesting a call.<br /></span></p><p class="MsoNormal"><span style="font-family: Wingdings; mso-ansi-language: EN-CA; mso-ascii-font-family: Calibri; mso-ascii-theme-font: minor-latin; mso-char-type: symbol; mso-hansi-font-family: Calibri; mso-hansi-theme-font: minor-latin; mso-symbol-font-family: Wingdings;">q</span><span style="font-family: arial; text-indent: -18pt;"><span style="font-size: 7pt; font-stretch: normal; font-variant-east-asian: normal; font-variant-numeric: normal; line-height: normal;"> </span></span><span style="font-family: arial; text-indent: -18pt;">Look up their website on WhoIs and send the
collection notice to their webmin or admin email account that is advertised in
the registry.<br /><br />I</span><span style="font-family: arial;">f all else fails,
find their fax number, if they have one, print a collection notice, and send it
over like it’s still 1990.<br /><br />R</span><span style="font-family: arial;">emember that collections
is about communication, and commercial collections is about diplomatic
communication, and things have changed in collections tactics over the years – only use these broadcast methods if you hit a brick wall and
you’ve tried polite contact attempts first without a response.</span><span style="font-family: arial;"><br /><br /></span><span style="font-family: arial;">Want to chat about
commercial collections?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Drop me a
line.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I promise I will respond and a fax
won’t be necessary.<br /><br />R</span><span style="font-family: arial;">egards,<br /></span><span style="font-family: arial;"><br />B</span><span style="font-family: arial;">lair DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data &
Credit<br />B</span><span style="font-family: arial;">rantford, Ontario<br />2</span><span style="font-family: arial;">26-946-1730<br /></span><a href="mailto:blair@receivableaccounts.com" style="font-family: arial;">blair@receivableaccounts.com</a></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-50730435704135952342021-02-23T13:00:00.011-08:002021-02-23T13:00:00.188-08:00Importance of Positive Reinforcement<p></p><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjWMCs5qIc00Wy8fMgZQ-_A6jjC9ROzMfev-0cH-PrGNVMa9qzmTvnp06pJQqA_lCSWfGNdn2LoQR0Uhe7nUgw94dzD0aKj8v9hh27dkvRXrx4wb9TmfY5zqeuk1k3j2NklncWxwOfisRY/" style="margin-left: 1em; margin-right: 1em;"><img alt="" data-original-height="266" data-original-width="400" height="213" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjWMCs5qIc00Wy8fMgZQ-_A6jjC9ROzMfev-0cH-PrGNVMa9qzmTvnp06pJQqA_lCSWfGNdn2LoQR0Uhe7nUgw94dzD0aKj8v9hh27dkvRXrx4wb9TmfY5zqeuk1k3j2NklncWxwOfisRY/" width="320" /></a></div><div class="separator" style="clear: both; text-align: center;"><br /></div><p></p><div class="separator" style="clear: both;">As we communicate with consumers, we have to remember they come to each conversation with their own experiences shaping how they interact with us from the start. From the beginning, this shapes how they perceive the direction of our conservation related to their debt.</div><div class="separator" style="clear: both;"><div class="separator" style="clear: both;"><br /></div><div class="separator" style="clear: both;">A key aspect of any interaction is how to reinforce the positive, so the interaction results in a positive experience for all involved or as some may say both sides. Both sides, however, can be a dangerous term as it already indicates conflict or a fight. Take for instance the collections industry, ultimately, we want both sides, or all involved, to have a successful resolution to the unpaid debt. It shouldn't be an "us versus them" mentality. Instead, we want to think collaboratively as we work with the consumer on the outstanding debt.</div><div class="separator" style="clear: both;"><br /></div><div class="separator" style="clear: both;">How does that happen then? Through positive reinforcement of what the consumer has done right. That aspect may be small or large, but it is important to determine what the consumer has done right in the situation. That becomes the focus of positive reinforcement, even if everything else seems to be the opposite. This may come from something you notice in their file or learn in conversation with them.</div><div class="separator" style="clear: both;"><br /></div><div class="separator" style="clear: both;">Let's look at an example. Let's take Sean who has outstanding debt. While he has had this large debt amount, he is making payments, which has allowed us to freeze the interest and keep it from accumulating. That is a positive aspect to reinforce with him. The same could apply to those who have made good faith payments, or maintained communication efforts as they seek financing or employment or information about the debt. It may take work, but that positive behavior is important to reinforce.</div><div class="separator" style="clear: both;"><br /></div><div class="separator" style="clear: both;">What if you focused on the negative instead? Sean would hear about all the debt he can't tackle. The person who doesn't make large payments would start to feel even worse about their small progress. That person who has stayed in contact but struggled to pay any bills might feel the need to shut down completely. We could also throw blame around or mistakes made by the consumer. Where is the collaborative progress on any of that? It doesn't exist!</div><div class="separator" style="clear: both;"><br /></div><div class="separator" style="clear: both;">When we focus on positive collaborative efforts, we - both sides - make progress. We encourage Sean so that he continues to tackle that debt as we praise him for not adding to it. We encourage that person that is making small payments, along with seeing if they can make little increases to them. We tell the consumer that they are doing the right thing by willingly being in continual communication. All of those work together to accomplish our goals and the goals of the consumer as we have a collaborative conversation.</div><div class="separator" style="clear: both;"><br /></div><div class="separator" style="clear: both;">We recognize that this collaborative effort makes the difference and sets us apart as a collection agency. We've done speaking presentations about eliminating conflict from the collection process, and if you would like a copy of our power point presentations, or would like to speak to one of our collection management team members, drop us a line.</div><div class="separator" style="clear: both;"><br /></div><div class="separator" style="clear: both;">All the best,</div><div class="separator" style="clear: both;"><br /></div><div class="separator" style="clear: both;">Jessica</div><div class="separator" style="clear: both;">Kingston Data & Credit</div><div class="separator" style="clear: both;">Cambridge, Ontario</div><div class="separator" style="clear: both;">1-888-908-3151, Ext. 3003</div><div class="separator" style="clear: both;">support@kingstondc.com</div></div><p><br /> </p>Kingston Data and Credithttp://www.blogger.com/profile/11873952346783349509noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-84401177316879739672021-02-19T09:53:00.001-08:002021-02-19T09:53:23.538-08:00Senior Collectors and Junior Collectors Could Be Poisoning Your Agency Culture<p><span style="font-family: arial;"> </span></p><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhwow2Xf2n2fY-H11rV2sFonpu_NcOpNe0Okx6Ag25tSO6Jsq1NnsadN15Ntml9IGycTilic2GXb4zkc6kijstnc8WBrWLUtbXjk0RuyBxVipDdDh87-ZoJiGAliQd-jmK_ueZV7XRipz4/s861/senior-junior-collectors.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><span style="font-family: arial;"><img border="0" data-original-height="410" data-original-width="861" height="190" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhwow2Xf2n2fY-H11rV2sFonpu_NcOpNe0Okx6Ag25tSO6Jsq1NnsadN15Ntml9IGycTilic2GXb4zkc6kijstnc8WBrWLUtbXjk0RuyBxVipDdDh87-ZoJiGAliQd-jmK_ueZV7XRipz4/w400-h190/senior-junior-collectors.jpg" width="400" /></span></a></div><span style="font-family: arial;"><br /></span><p></p>
<p class="MsoNormal"><span style="font-family: arial;"><span style="mso-ansi-language: EN-CA;">Since I am on a rant
from last week, why not continue it?<span style="mso-spacerun: yes;"> </span>I
was talking to a colleague yesterday and he referred to ‘senior collectors’ in
his agency.<span style="mso-spacerun: yes;"> This is a trigger for me, because I have seen this title in action in previous work places, and nothing good has ever come from it. As our company grows and thrives, </span>I see other collection agencies advertising
for ‘senior collectors’ all the time … and that wouldn’t be horrible, if it
weren’t for the underlying culture problems that can cause.<br /><br />A</span>n accounting firm
might have a junior partner. A law firm
might have a senior lawyer. It reflects
their experience and role in the company, and that’s okay. And a senior collector or junior collector,
if used that way might be okay … but it’s not.<br /><br />What ends up happening
is a ‘senior collector’ is told ‘you don’t have to work this portfolio, it’s
not important enough for your time’, or ‘you don’t have to trace your own files, we have other people for
that’ … and if you were maximizing an experienced collector’s skill, sure, that
makes sense. But what ends up happening
is you create a tier of second class citizens in your agency … the ‘junior
collectors’ end up working aged paper and doing manual trace work, watching the
‘senior collectors’ sail by their targets.
They don’t see the skill and experience, they see the preferential treatment.<br /><br />Titles matter to
people. They shouldn’t matter as much as
they do, but a lot of people pin their career progress or standing in the
company on a nameplate or email signature line.
What should matter is the trust and role they fulfil, and if they are
appreciated. <br /><br />Our collection team members are all fighting the same battle – representing our clients well, recovering what we
can, and helping keep the company running.
We don’t need to pin a special title on who does what. We have staff working bank paper who can hit
their monthly target with 5 payments, but those files require herculean
efforts, and we have other staff working low balance commercial paper or retail
credit paper that generates dozens of payments per collector per day, which
cover the costs of the company and keep everything running so the collectors
covering bank paper don’t have to sweat bullets. On top of that the sales and marketing folks
help and support the collectors, and keep focus on projects and client needs,
not dictate from an armchair general position.
It’s all a symbiotic relationship from a revenue standpoint. We can recognize staff in meaningful ways other than titles -- recognition, bonuses, responsibilities, things that don't require a new business card.<br /><br />Sometimes a collector
might be horrible at one kind of industry paper, but excel at another. Many, many years ago I hired someone with no collection
experience and a heavy accent – in the interview I saw drive in her, and an amazing work
ethic. We started her on video rental and telco trace collection files (that tells you how long ago this was) ... but we gave her new opportunities and within six months, she was
collecting circles around me on landlord-tenant paper, and became a team lead I
heavily relied on – we built the role to suit the individual over time, and leaned into her skills and abilities, not just pinned a
title on her and demanded results. I believe that everyone, regardless of seniority or experience level, should be given opportunities to grow and improve, and take on new responsibilities. That's how this was a success story with a new staff member, not someone who was stuck in a cubicle, labelled a 'Junior Collector'.</span></p><p class="MsoNormal"><span style="font-family: arial;">Every leader should be
someone willing to roll up their sleeves and do the same work as their
team. Every role model should be a
person willing to share their skills.
Every project manager should be willing to maximize their team’s effectiveness,
pairing the right work with the right person. <br /><br />It’s for this reason
every collection staff member in our company has one title – Receivables Manager. It projects an image of professionalism, and
tells the world they are part of managing our company in some way. That title doesn’t change, and doesn’t have ‘Junior’
or ‘Senior’ in front of it – it isn’t necessary, and doesn’t convey a message
internally that one staff member is valued with a different measuring stick
than another person.<br /><br />Thoughts? Comments?
Drop me a line.<br /><br />Thanks kindly,<br /><br />Blair
DeMarco-Wettlaufer<br />KINGSTON Data & Credit<br />Cambridge, Ontario<br />226-946-1730<br /></span><a href="mailto:blair@receivableaccounts.com" style="font-family: arial;">blair@receivableaccounts.com</a><span style="font-family: arial;"> </span></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com0tag:blogger.com,1999:blog-7692745499150397953.post-75367195821993704622021-02-12T12:35:00.005-08:002021-02-12T12:35:40.278-08:00Why I Hate Predictive Dialers<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgNa2r12xS6f_fJaRV0Pc96CX0Jcbz4yuH64h9ndss1h0aaxv_X5n7HPFfHVIi8PiBO4TvTv7eaclF9yEjan_bM05ONYCIULOHT8VTttRCSwd2w1Oj2uffLooHisLL9pvvskbaet-bfPl4/s850/predictive-dialers-suck.jpg" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="480" data-original-width="850" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEgNa2r12xS6f_fJaRV0Pc96CX0Jcbz4yuH64h9ndss1h0aaxv_X5n7HPFfHVIi8PiBO4TvTv7eaclF9yEjan_bM05ONYCIULOHT8VTttRCSwd2w1Oj2uffLooHisLL9pvvskbaet-bfPl4/s320/predictive-dialers-suck.jpg" width="320" /></a></div><br /><p><span style="font-family: arial;">So, it’s come up a few
times this week – I hate predictive dialers when used for collections.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Like, really hate them.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I say this with full knowledge of how they
work.</span><span style="font-family: arial;"> I've been a collector on one, </span><span style="font-family: arial;">I’ve then years later built one, and I was also forced
into a situation to manage one for 5 years.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">I made it the best system I could with the time I had, and I still hated
it at the end.<br /></span><span style="font-family: arial;"><br />Allow me to explain my extreme dislike.</span></p>
<p class="MsoNormal"><o:p><span style="font-family: arial;"><br /></span></o:p><b><span style="font-family: arial;">Hello? Hello?<br /><br /></span></b><span style="font-family: arial;">We all receive
predictive dialer calls now – trying to sell us a cruise, a time share, a collection
agency calling a wrong number, a message telling us how to vote, and so
on.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">The problem is, you pick up the
phone, and say hello, and there’s dead air.<br /><br />T</span><span style="font-family: arial;">he issue is a
predictive dialer, by it’s very nature, makes multiple calls per agent.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Most are set at a fixed rate of somewhere between
2-4 calls per agent simultaneously.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It
leaves pre-recorded answering machine messages, it notes no answer calls, not
in service numbers, and busy signals.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">And
it can call 200-400 calls per day per agent, rather than someone manually
dialing 100 calls.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">That seems great,
right?<br /><br />I</span><span style="font-family: arial;">t’s great, until
someone picks up.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Or more specifically,
45 people pick up.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Most folks using a
predictive dialer crank it into overdrive, to maximize agent time spent talking
to consumers – but there’s a lot of bad calls in that wake, people who pick up
and can’t be transferred to an agent, because they are all engaged on a call,
and there’s no one free.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">This is called
a dead or dropped call.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Many agencies
run a 10-15% drop rate.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So if you call
150,000 people a day, and you get a 0.4% right party contact rate, that’s 600
consumers reached, and 60-90 of them are bad calls.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">That’s not a good look, and that’s 60-90
aggravated people who won’t pick up again.<br /><br /><br /></span><b><span style="font-family: arial;">This Is Jessica Speaking,
How May I Help You?<br /><br /></span></b><span style="font-family: arial;">So you get a
contact!</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Hooray!</span><span style="font-family: arial;"> </span><span style="font-family: arial;">The call is routed to Jesscia.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Then the agency calls again, and it goes to Mary.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Consumer calls back, and now they get
Brian.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">A predictive dialer is inevitably
a pooled environment, so you can’t build rapport, you can’t hold a consumer accountable
to a professional collector with arrangements made.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Now you are relying on notes skimmed over in
a few seconds while the call happens, your experienced collectors are hampered
by less experienced collectors making follow up calls on promises or broken
arrangements.<br /><br /></span><span style="font-family: arial;">As a secondary and more insidious problem,
a pooled environment creates less pride in workmanship, inside fighting over
file ownership and payments coming in, and a generally heartless cubicle farm
environment where you can only expect so much quality of work and expertise, because
who wants to be plugged into a predictive dialer for the next 5-10 years at the
same company?<br /><br /><br /></span><b style="font-family: arial;">Excuse Me, Did You
Say 0.4% Contact Rate A Minute Ago?<br /><br /></b><span style="font-family: arial;">Yep!</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If you get an automated call from a number
the odds of you picking up after the first call go down – the law of
diminishing returns.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So you have 150,000
files and you call them once, great!</span><span style="font-family: arial;"> </span><span style="font-family: arial;">You
will probably get a 4-5% contact rate (oh, except for those dropped calls we talked about), and
then the second time through you’ll get a 1-2% contact rate, etc, etc.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Just because you go fishing with a machine gun
doesn’t mean the fish will swim towards the bullets.</span><span style="font-family: arial;"> <br /><br />V</span><span style="font-family: arial;">ery loopy metaphors aside,
we are human beings and we have patterns in behaviour.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It doesn’t matter how old we are, whether we
are employed, or what kind of car we drive, we all for the most part have
mobile phones now.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">When we get a call
and the call display doesn’t show our mom, our best friend, or our auto
mechanic, we have a natural disinclination to answer the phone – and if that
number calls back every day, or 2-3 times a day we get aggravated and answer
the phone </span><u style="font-family: arial;">less</u><span style="font-family: arial;">.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So where’s the
advantage in building a machine to ruin consumer engagement through battering
away?<br /><br /></span><span style="font-family: arial;"><br /><b>Can’t You Make A Dialer
Better?<br /><br /></b></span><span style="font-family: arial;">Sure you can.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I worked at an agency with a team of 25 collectors
representing a client who sent us about 40,000 files a month.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I was told to build a predictive dialer, and
I had to in order to keep up with that volume.</span><span style="font-family: arial;"> Over five years, I sat and made calls with my collectors to learn what would work best, and </span><span style="font-family: arial;">I lalso earned from my IT team how to code in SQL and write back end code to
try to make the predictive dialer behave more like a human collector manually
making calls.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Here’s what I did:<br /><br />I</span><span style="font-family: arial;"> changed the call
ratio to fluctuate.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It was set more or
less to 2.5 calls per agent not on the phone at the time.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So when all the agents were on calls, the
pace of the dialer slowed down, and when they all got free it would speed
up.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">There was a lag, as calls are
already in progress when agents are on the phone, but I got my drop call rate
down to about 20 calls a day out of 140,000 calls.<br /><br />I</span><span style="font-family: arial;"> also wrote some back end
code to set call backs at different rates.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Most predictive dialers have a giant reset button, and you can just call
the whole list over again.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Or others you
upload a new list to call each day.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I
wrote code to call a file less – it would track the number of times each file
had been called, ant at 1-7 times, it would call every 3 business days.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">After that it would call less and less
(because you could focus calls on newer files, but still occasionally tap at older
ones, in a priority sorting).<br /><br />I</span><span style="font-family: arial;"> also set the code to
call files based on behaviours.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">File
statused Promise Payment?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Okay, don’t
call it for a week.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Call is Busy?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Okay try back in 10 minutes, but only 2-3
times in a day.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Call was no answer?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Call it back in exactly 18 hours, so an
afternoon no answer became a morning call next time, etc.<br /><br />Finally, </span><span style="font-family: arial;">I focused on
inbound calls.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If someone got a message
from our dialer, and they were calling in, I wanted to make sure that someone
answered.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Everything about outbound
calls became secondary to inbound …. Once a file called in, it was given
special treatment by the coding to prioritize it over everything else. And I measured the bell curve of inbound calls which started at 2:00 pm eastern time, maxed at 5:30pm, and trailed off to 10:00pm, and set the outbound call ratio to take a back seat to the wave of inbound.<br /><br />T</span><span style="font-family: arial;">hat was five years of experimentation and about 1,200
lines of SQL coding that took 30 minutes to run every morning reorganizing over and over, about 3 million files.<br /><br />W</span><span style="font-family: arial;">e had 24 agents, a
series of computer servers, enough T1 lines to allow 80 phone lines to run simultaneously for this team,
and we paid our Telco about $11,000 a month back in 2006-2007 to run this.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">The collectors squeaked out $5,500 in collection
revenue per month, and after Telco costs it was a net $5000 per collector.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">The client was happy,
we outcollected our competitors, we made sure we were as professional as
possible to the consumers we talked to … and it was only marginally profitable.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It was soulless work for our staff jacked
into the system, and we were only as good as the least experienced member of
the team.<br /><br />T</span><span style="font-family: arial;">here is something to
be said about quality over quantity.<br /><br /><br /></span><b><span style="font-family: arial;">A Small Confession …<br /><br /></span></b><span style="font-family: arial;">So I'm on a full rant here, but I want to come
clean.</span><span style="font-family: arial;"> <br /><br />M</span><span style="font-family: arial;">y company's phone software
has the capability to be a predictive dialer, and I still have all the coding I
learned years ago.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I don’t use it … well,
I almost don’t use it.</span><span style="font-family: arial;"> <br /><br /></span><span style="font-family: arial;">I do sparingly use an
IVR (Interactive Voice Response) calling files we have identified as Avoids Contact
or No Contact.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">To be more accurate, I
have an IVR for each collection team member in our company.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">So it makes maybe 20-60 outbound calls per
collector per day on telephone numbers we have habitually got a no answer or
answering machine, and never spoken to the person.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It calls the number once every 1-2
weeks.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">We don’t leave a canned answering
machine message, but if a human being picks up, it recognizes a voice and plays
a message from the individual collector calling and offers the consumer to
press “1” to be transferred to that collector – if they press 1, the collector’s
direct line rings.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It costs us almost
nothing, and generates us maybe 18 right party contacts a day. </span><span style="font-family: arial;"> </span><span style="font-family: arial;">And these are people we couldn’t contact by
manually calling first … it’s not a primary method of communication, it’s just
a supplementary tool for a small subset of our files.<br /><br />S</span><span style="font-family: arial;">o when I say I hate
predictive dialers, it doesn’t mean I didn’t try to take a little bit of the
code that made it work as best I could, and use it as a small supplementary
tool.<br /><br /><br /></span><b style="font-family: arial;">Remember, The Phone
Is The Least Used App On Your Phone<br /><br /></b><span style="font-family: arial;">I could give you a
study showing how many times you look at your phone in a day (average is 90), or
how many people under the age of 50 no longer have a landline (approximately 75%),
or talk about the dopamine released by your brain when</span><span style="font-family: arial;"> </span><span style="font-family: arial;">you respond to a text (it’s roughly the same dosage as a person having sex), but forget studies and statistics … how do you use your
phone personally?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Right now?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">While you are reading this blog?</span><span style="font-family: arial;"> </span><span style="font-family: arial;">If you like it, you’ll share it by email or
Messenger or Twitter.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">You will not call
your friends to tell them about my amazing yet humble writing style.</span><span style="font-family: arial;"> <br /><br />L</span><span style="font-family: arial;">et’s face it, I use
my phone when I am driving to check in with my wife on what groceries we need this week, or to call my mother.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">That’s it.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">Maybe 15 calls a month.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">I send
about 500 Messenger messages a month, and about 100 SMS texts, and I don’t want
to even think about the number of emails I send from my poor, battered Blackberry.<br /><br />T</span><span style="font-family: arial;">hink about being your
target audience.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">Communicate with them
the way they want to be communicated with.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">How do you want to be communicated with?<br /><br /></span><span style="font-family: arial;"><br /></span><b><span style="font-family: arial;">Welcome To The
Future<br /><br /></span></b><span style="font-family: arial;">The predictive dialer
was cutting edge technology when I started in collections in the 80s.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It’s time is over.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It’s time to look at how we communicate as
human beings outside our collection agency offices, and realize how consumers
want to be communicated with.<br /><br />O</span><span style="font-family: arial;">h, and shut down your
predictive dialer.</span><span style="font-family: arial;"> </span><span style="font-family: arial;">It’s not helping you,
our industry, or the consumers we call.</span><span style="font-family: arial;">
</span><span style="font-family: arial;">There’s a better way to do it.<br /><br />T</span><span style="font-family: arial;">hat’s my rant, if
anyone wants to talk shop, or you are a collection manager trapped in a
predictive dialer environment and you have no choice because a client is
sending you 30,000 files a month, give me a shout, happy to share what I have
learned and what you can do to make your environment a little bit better if possible.<br /><br />T</span><span style="font-family: arial;">hanks kindly,<br /><br />B</span><span style="font-family: arial;">lair DeMarco-Wettlaufer<br />K</span><span style="font-family: arial;">INGSTON Data &
Credit<br />C</span><span style="font-family: arial;">ambridge, Ontario<br />2</span><span style="font-family: arial;">26-946-1730<br /></span><a href="mailto:bwettlaufer@kingstondc.com"><span style="font-family: arial;">bwettlaufer@kingstondc.com</span></a></p>Blair DeMarco-Wettlauferhttp://www.blogger.com/profile/16245761648713304429noreply@blogger.com1tag:blogger.com,1999:blog-7692745499150397953.post-39217165661448359082021-02-09T09:00:00.002-08:002021-02-10T12:37:31.424-08:00Hospital Accounts, Medical Debt and Collection Tips<p></p><div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj5c_7TWvAapUspVOXr34DPd1RT2KHSVeYCbr-24KEvkw4gzdbOKXe74U1c0PGv049SpmtiPjNNgKFeIqIR21InPHnoejRQS4M2fTBKXlJ7rBjGArrHbCEdUy-6sSpGSG9zsEQmPwRuL0I/" style="margin-left: 1em; margin-right: 1em;"><img alt="" data-original-height="266" data-original-width="400" height="213" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj5c_7TWvAapUspVOXr34DPd1RT2KHSVeYCbr-24KEvkw4gzdbOKXe74U1c0PGv049SpmtiPjNNgKFeIqIR21InPHnoejRQS4M2fTBKXlJ7rBjGArrHbCEdUy-6sSpGSG9zsEQmPwRuL0I/" width="320" /></a></div><br /><span style="font-family: arial;">Outstanding medical bills always come with their own complex situations. As these bills pile up, so do the emotions of those responsible for not only the bills, but the continued care of the individual.</span><p></p><p><span style="font-family: arial;">It’s important to take a step back as we look at medical bills and at the receivables of a hospital or medical facility. The bills they process can range from small to large; they can range from medications, crutches or casts, procedures, ambulance rides, or even longer stays. As invoices are created, they can rarely all be managed by the medical facility’s teams. Therefore, many of the bills go directly to a collection agency to handle.</span></p><p><span style="font-family: arial;">Then a call is made to the person responsible, who may not even know about the amount due. They may also question the amount, ask for verification or even verify insurance was processed properly. All of this while they are also recovering themselves or managing extended care and all the stressors that go with it.</span></p><p><span style="font-family: arial;">As a result, these calls should be made with compassion, patience and care. Most patients know they owe and want to pay their balances. Some may just need payment options. Some just need to know the amount of the bill as they haven't seen it yet. They may have even already thought of and are likely stressing over, how they can repay the bills</span></p><p><span style="font-family: arial;">Along with the emotions involved, don’t forget there are issues with minors who may be listed on bills within collections as well as medical privacy. In other words, the collection agent shouldn’t know specific medical information. Instead, the collections agency should only know the identification number of the patient for the visit, the date of the visits, the balance owed, and nothing more.</span></p><p><span style="font-family: arial;">Again, the accounting teams in medical facilities are often overworked themselves. It is why these small and large bills end up with collection agencies from the facility. We have worked with dozens of hospitals over the years. We understand the importance of having bills paid but also maintaining a community reputation for the medical facility as they provide care. It is a fine line to balance as a collection agent.</span></p><p><span style="font-family: arial;">Just always remember to approach these situations differently than someone behind payments on a credit card or an auto loan. It takes care and empathy as you work with the responsible party, some of whom would rather communicate over email or SMS as their time is likely limited with all the responsibilities since the medical intervention.</span></p><p><span style="font-family: arial;">We are always willing to talk about the challenges of debt collection, medical or not. Feel free to reach out to me as listed below.</span></p><div><span style="font-family: arial;">All the best,</span></div><div><span style="font-family: arial;"><br /></span></div><div><span style="font-family: arial;">Jessica</span></div><div><span style="font-family: arial;">Kingston Data & Credit</span></div><div><span style="font-family: arial;">Cambridge, Ontario</span></div><div><span style="font-family: arial;">1-888-908-3151, Ext. 3003</span></div><div><span style="font-family: arial;">support@kingstondc.com</span></div>Kingston Data and Credithttp://www.blogger.com/profile/11873952346783349509noreply@blogger.com0