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Credit and
Collections – Succeeding Through an Economic Crisis
Bob Cooke, Director-Customer Operations, Bass & Company
John Woodward, Consultant, Bass & Company
Tuesday, May 25th
Utilities
are constantly looking at ways to improve their Credit and
Collections policy, processes, and procedures. In today's
market marred with a struggling economy, shrinking resources,
and increased scrutiny, companies must adapt “best practice"
techniques for credit and collections survival. Again this year,
"Credit and Collections - Succeeding Through an Economic
Crisis" will look at economic trends and outlooks, ways you
can optimize your performance, and explore new technology,
practices, and products to enhance your daily operations.
Bob Cooke is
Director of Customer Operations at Bass & Company Management
Consultants, a firm providing consultancy services in the
utility and energy industries. He leads the firm’s Customer
Operations practice which tackles the Meter to Cash issues of
Field Operations, Customer Care, Credit and Collections, and
Billing and Payments. Bob leverages over twenty-five years of
“hands-on” senior leadership experience across the utility,
financial, and telecommunication industries and is a
recognized credit risk expert throughout the utility sector.
His extensive operational background and broad industry
knowledge provides a pragmatic approach to offering “right
now” practical solutions for the most complex issues across
the entire utility enterprise.
John Woodward is a
senior credit and collections professional with over 25 years
experience in both commercial and consumer credit and
collections and receivables management. As CEO and president
of Credit Clearing House, he was responsible for all facets of
the organization including collections, operations, legal
services, outsourcing and consulting services, training,
sales, accounting, IT, and HR. Earlier senior management
positions include VP of billing and collections for
Cablevision, where he oversaw all collections functions for a
$4 billion telecom portfolio, and Long Island Lighting Company
(now National Grid), a $2 billion commercial customer base.
John is a member of the agency section of the Commercial Law
League of America, the ACA, the International Association of
Commercial Collectors and TASA. He is past chairman of the New
York State Utilities Customer Activities.
Learning
Objectives include:
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Economic
Trends, Influences, and Outlooks
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Establishing and Administering Credit Policy
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Credit
Risk Screening
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ID verification, Fraud identification, credit
evaluation, etc.
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Contact management, call control, treatment strategies, and
arrears inventory management
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Campaign strategies, return mail processing, balance transfers
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Account placement and agency management
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Debt
Sales
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Leveraging Automation and Outsourcing
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Credit Risk Performance
Management, Benchmarks, and Statistics
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