The “Getting to Know” series is sponsored by Arbeit Software. Arbeit is a powerful, and easy to use communications platform that empowers businesses to reach more consumers. Innovative by nature, we are constantly listening to and understanding the businesses we partner with and developing long term industry relationships that allow us to be proactive in anticipating industry needs.
How fortunate is it when someone is asked about their dream job and answers that they are already working in it. That’s when you know someone is exactly where they should be. That is definitely the case with Roxanne Elkins. Read on to learn more about Roxanne, what she loves about taking ballroom dancing lessons, and why she is known for her early morning emails.
Name: Roxanne Elkins
Company: Vision Financial Recovery, Inc.
Length of time at current position: Fifteen years.
Length of time in industry: Twenty-five years.
How did you get your start in the industry?
I started in Check Protection Collections and then moved to third-party collections.
What is your career highlight so far?
Achieving my CCCO (Credit and Collection Compliance Officer) designation through ACA International. I really stepped out of my comfort zone when I ventured into the compliance arena. Also, being sworn in on the Board of Directors for ICA, the Indiana Collectors Association.
When or how are you most productive?
I am most productive first thing in the morning. People are never surprised when they see an email from me at 3am or 4am.
Which industry professional do you admire most?
There have been so many through the years, but currently it’s Rozanne Andersen from Ontario Systems. I have been in her compliance webinars and Rozanne communicates compliance compassionately and with understanding.
What is one thing you do better than everyone else?
Providing support. People need to feel supported in their day-to-day work, and I think I give that to our Client Services and Compliance teams.
What do you like most about this industry?
The relationship-building, whether it’s with a client or consumer I’m assisting. Everyone falls on hard times, but knowing that there are people willing to help makes a difference.
What is one thing you wish you could change about this industry?
The unnecessary lawsuits that are regularly filed against the industry. Instead of consumers holding themselves accountable and working with an agency, they are working with attorneys who promise financial gain or removal of the debtor’s responsibilities. This not only hurts the industry and the people who work in them, but also our clients that provide a services in the consumer’s time of need.
If you weren’t in this industry, what would you be doing?
I can’t imagine doing anything else, anywhere else.
Describe a typical work day.
I start my day before the rest of the staff comes in by reviewing my lists of tasks and identifying the top three items that need to be completed that day. (They are normally tasks for projects or upcoming meetings.) Then I read all the daily notifications I receive. I review any follow-up emails that I had flagged the previous day. I review milestones and updates on any projects I am responsible for and delegate any client emails I receive to our internal team. I try to set aside some time for creative thinking regarding internal processes or ways to improve efficiencies within our operating system. I am also working on our Compliance Management System.
What is your guilty pleasure?
Dancing!! My husband and I started taking ballroom dance lessons when our youngest child turned 18. We are not professionals by any means, but I love that my husband leads me into moves, and I follow without hesitation.
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What is the best advice you’ve ever received?
“You can’t care more than they do.” I have used that quote in my professional and personal life and it has carried me out of some frustrating situations.
What are you currently reading?
“Two Factor Theory of Customer Service” by David L Elwood
What is one fact you’d like everyone in the industry to know about you?
I am always honest.
Who else would you like to see answer these questions?
If she has not already participated, Rozanne Andersen.
The “Getting to Know” series is sponsored by Arbeit Software. Arbeit is a powerful, and easy to use communications platform that empowers businesses to reach more consumers. Innovative by nature, we are constantly listening to and understanding the businesses we partner with and developing long term industry relationships that allow us to be proactive in anticipating industry needs.
