I am thrilled to announce that the “Getting to Know” series is now being sponsored by TCN. TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as SMS, email, predictive dialer, IVR, call recording, and business analytics required to optimize operations while adhering to callers requests. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.
Reading through the answers from Chuck Riter, it is easy to see how much passion he has for the credit and collection industry and how much devotion he has to his employees. While he might not be an industry lifer, his commitment to helping those around him and his peers and colleagues is exactly the type of person that makes this industry such a great place to work. Read on to learn more about Chuck and why, even in Pennsylvania, it is always grilling season for him.
Name: Charles “Chuck” Riter
Company: Emergent Business Group
Length of time at current position: 19 months
Length of time in industry: 17 years
How did you get your start in the industry?
I had recently closed a family business, which at that time was the oldest family-owned wholesale heating and air-conditioning company in the county, where I was the 4th generation to work there and had been involved/employed for over 21 years. Then, I briefly got involved in an international network marketing company. After these two endeavors I was looking for a position, in the financial industry, that was fast-paced, and I could use my people skills. I answered a job posting from NCO Financial and the rest is history. I started there as a collector, worked my way to managing part of their Purchased Portfolio Department in Horsham, Penn., and then was offered a position in compliance; I have been involved in compliance-related positions for the last 8 ½ years.
What is your career highlight so far?
I have several highlights. I am proud that I have survived and personally grown during my time in the industry and assisted a number of the collectors that I have worked with, over the years, become more successful both in their collection techniques and compliance. It is humbling when your colleagues and those you work with respect you. Another highlight is having the opportunity to become vice president of MACA and, in turn, a Council of Delegates representative of ACA international so that I have the opportunity to further get involved in our great industry.
When or how are you most productive?
I am most productive in the morning as I try to get in by 6:30am so that I can check emails, see what is already on my schedule, and see if there were any compliance-related items that I need to address from the night before. I like to get that all done before the team arrives and the hustle and bustle of the day starts.
Which industry professional do you admire most?
There are a number of industry professionals that I admire but three of them would have to be John Bedard of the Bedard Law Group, Harry Strausser III with ACA and Joann Needleman of Clark Hill PLC. I have learned a great deal from these three individuals over the years.
What is one thing you do better than everyone else?
I do not believe that I do anything better than anyone else, but I have been known to be good at time management, excellent at multi-tasking, and am a people person. I like building relationships and connecting with people.
What do you like most about this industry?
I know that it has been said before but the individuals that are involved in the industry, their resiliency, and their determination to succeed under all the challenges that we face and that the majority of us truly want to understand and help individuals resolve their debts in a compliant matter. Our core values here at Emergent Business Group are “We Care About The Why.”
What is one thing you wish you could change about this industry?
The public perception. The general public does not know or understand the importance of our industry to the economy and to family households. As well, they do now know that most of the individuals and companies involved are compliant and ethical.
If you weren’t in this industry, what would you be doing?
I love this industry but, if I was not in this industry, I probably would be working in the non-profit sector, assisting in grant-writing and fundraising.
Describe a typical work day.
As we are a growing company and many of us wear multiple hats no day is typical. If I had to generalize, my day would involve getting into the office early, seeing what transpired the night before, replying to emails, replying to consumer correspondence, working with some of the collectors as I review with them their call monitors, updating the collection staff on any regulatory changes and company policies, and listening to webinars from either ACA, AccountsRecovery.net, RMAI or InsideARM. Other than this I deal with whatever comes my way.
What is your guilty pleasure?
I have two guilty pleasures, I love to barbeque, with real hardwood charcoal, 12 months of the year. There is nothing like barbequing outside, with snow on the ground and my portable propane flame heater keeping me warm; while I am wearing shorts. In addition, vacationing with my family in the New York Adirondack Mountains on 4th Lake in Old Forge, N.Y.
The Getting to Know Series is Sponsored By:
What is the best advice you’ve ever received?
Always do your best, do not stop learning, TEAM does not have an “I” in it, always do the right thing and you will never need to look over your shoulder.
What are you currently reading?
The Inn by James Patterson. I love James Patterson and after a day/week at work there is nothing like a good novel.
What is one fact you’d like everyone in the industry to know about you?
I truly love our industry, but my passion is spending time with my wife, younger son, older son, daughter-in-law, and our first grandchild/granddaughter.
Who else would you like to see answer these questions?
Leah Dempsey.
I am thrilled to announce that the “Getting to Know” series is now being sponsored by TCN. TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as SMS, email, predictive dialer, IVR, call recording, and business analytics required to optimize operations while adhering to callers requests. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries, including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing.
