Our Culture: an Exceptional Culture of High Service Standards for Clients Who Wish to Team with a Recovery Agency That Values its Own and its Clients’ Reputations.
RDAC embraces a culture of high service standards for both our clients and consumers. We place supreme value on:
Our clients’ satisfaction with our services is the single most important motivator for us and the benchmark by which we evaluate our work product, customer service achievements, and performance references.
RDAC is committed to lasting and collaborative relationships with our business partners. This commitment is evidenced by our positive and successful long-term relationships with our clients, many of which have been with RDAC since the company’s inception, and by our professional conduct, responsiveness, follow through, and sincere desire to form partnerships based on respect, trust, and mutually beneficial outcomes.
RDAC concentrates on delivering tangible quality at every level of the company’s operations. Internal and external auditing, call analytics and intervention, protected information scrutiny, and security incident monitoring are just some of the quality assurance filters we deploy.
While all RDAC personnel know they must conduct themselves in a professional manner when communicating with our clients and consumers at all times, RDAC differentiates itself from its peers in several ways that are not normally associated with a collection agency. RDAC Recovery Agents are expected to create a non-stressful experience for consumers when they communicate with them by exhibiting demeanor and attitudes that are respectful, not confrontational, maintaining voice tones that are helpful, not badgering, and interacting with consumers in a way that encourages positive resolution of their debts.
Unmatched Results: RDAC Offers Proven Results for Clients Who Wish to Increase Revenue and Establish Long-Term Business Relationships.
RDAC focuses its efforts on achieving the highest returns possible; we are consistently a top performer when measured against our peers. We consistently strive to improve performance with our own internal benchmarking and quality reviews. Highlights of some distinctive results we deliver to our clients include:
RDAC is a top-tier performer when measured against our peers
High Client Satisfaction
The most accurate assessment of client satisfaction can only be determined by what a client says about a recovery agency and whether the client wishes to continue working with that agency. RDAC’s clients typically measure their satisfaction with us through several approval areas: superior security, excellent results, ease of implementation, fast response times, low administrative burden, and, of course, the professional manner in which we represent them. RDAC receives high client satisfaction marks.
Long-Term Client Relationships
Since our formation in 2007, RDAC has made client satisfaction a top priority, a priority to which we have maintained a strong and steadfast commitment. This commitment drives our daily conduct which, when woven together over time, has resulted in many long-term client relationships, several of whom have been with us since our inception. Ultimately, though, a recovery agency’s true measure of success is simply the degree to which clients are satisfied with its services. As our client surveys show, RDAC clients have such a high degree of satisfaction with our services that we are frequently ranked as the agency of choice. Client testimonials are available upon request.
Reputable Customer Service: Progressive, Client Customer Service Experience for Clients Who Wish to receive the highest level of service and support from their partner.
Exceptional client customer service is the basis of RDAC’s strong client relationships, high client satisfaction scores, cooperative and collaborative interactions, and superior work product and results. Some distinguishing characteristics of RDAC’s hallmark client customer service include:
To focus on our clients first, RDAC assigns dedicated representatives who enable our clients to stay in constant contact with us as well as providing dedicated services such as:
Client Service Representative (CSR)
A dedicated RDAC CSR is assigned to each RDAC client. CSR’s manage responsibilities including: onboarding and implementation, responding to client inquiries; investigating account discrepancies and anomalies; coordinating IT, connectivity, and client online access requirements; and submitting reports as prescribed by each client.
Operations Department Manager
A designated Recovery Manager experienced in the rental debt recovery industry is assigned to each client contract to manage collection activities and monitor performance and quality control; enforce client contract performance and regulatory standards, develop job descriptions, and establish work standards; and conduct workflow planning and operational analyses to enhance collection performance.
Resources from our Corporate Compliance, IT, Finance, and Human Resources departments support RDAC’s client contracts. These resources provide additional expertise in their respective knowledge areas to meet general and client-specific contract requirements, including technical and security requirements, trust accounting and remittance transactions, and ongoing recruiting to meet client capacity needs.
Client Access and Collaboration
Sharing information is critical to developing and maintaining successful relationships between business partners. Our Client Portal allows our clients highly secure access to obtain reports, transfer files, or exchange other key information. We also supply our clients with walk-through instructions for using the Client Portal and provide hands-on training to clients as requested.
Enterprise Wide Quality: RDAC Offers Enterprise-Wide Quality for Clients Who Wish to be Certain That Quality Touches Every Process Associated With Servicing Their Portfolio.
In the recovery management business, enterprise-wide quality is a critical ingredient for creating a recipe for success. At RDAC, we achieve the right mix through a comprehensive training, accountability, and recognition and reward system.
Qualifications and Experience
We believe that balancing staffing levels across a range of work histories — younger and older workers, experienced and inexperienced workers — promotes a positive and energetic environment in which personnel can excel individually, as teams, and as a company. This environment also contributes to our high performance by encouraging a positive, stable, flexible, and fully-staffed organization.
Recruiting & Screening
RDAC’s recruiters access a large number of resources through which they advertise and attract potential new employees, including online, at job fairs, at trade shows, and in print media. All recruits, regardless of the position they will hold within RDAC, are thoroughly screened prior to being extended an offer of employment, which includes a criminal background check, initially and annually thereafter.
Training & Development
While a comprehensive training program is critical for providing new hires with the baseline from which they will be required to perform their job responsibilities, ongoing employee development provides the follow-through to improve the daily performance of all personnel. RDAC provides its employees with the tools and opportunities to take charge of their individual career development.
Management & Oversight
Workforce management is more than just directing and overseeing work responsibilities, perusing job performance reports, and handing out regular performance reviews. It is also about knowledge transfer from shoulder to shoulder collaboration between supervisors and their direct reports, quality feedback and from mechanisms for continuous improvement.
Data Security: Comprehensive Security for Clients Who Wish to be Confident That Their Confidential Data is Protected.
Security has moved to the forefront of every organization due to advances in technology and the move toward an increasingly complex data environment that includes various parties sharing, transferring, handling, storing, and archiving consumer data. Security also requires large infrastructure investments to protect data and to comply with government regulatory mandates, private sector requirements, and consumer demands for confidentiality. As users and holders of client data, we understand the seriousness of our responsibility to protect client and consumer data and to ensure compliance with all federal and state regulatory mandates as well as our clients’ security requirements.
True and defensible data security requires many layers of protection — external and internal, networks, systems, telecommunications, physical, personnel, and documentation — to establish defensive postures to protect data; assess and test data access and vulnerability; and respond quickly, decisively, and appropriately to attempted breaches. RDAC has implemented and maintains a comprehensive menu of security measures designed to combat the everyday and the extreme threats affecting security.
Extensive Security Compliance
Security compliance requirements are extensive considering the inclusive and sometimes overlapping mandates issued by federal, state, and local governments; external, private-sector businesses; and internal information technology best practices. These programs, combined with RDAC’s formal security policies and training, form a security compliance regimen that ensures RDAC exceeds industry standards.
RDAC has taken several steps to ensure broad comprehensive security compliance and certification that include:
SSAE-16 Type II (SOC 1) audit
Biannual internal and external PEN testing by 3rd party auditor
Monthly Network Scans
Risk Assessment and Treatment
Documented Security Policies
Organization of Information Security
Human Resources Security
Physical and Environmental Security
Information Security Incident Management
Business Continuity Management
Governance, Risk Management & Compliance: Incorporating critical elements of regulatory compliance, quality assurance, security, and disaster preparation and recovery throughout our collection operations.
Quality is implemented, documented, measured, audited, and evaluated across RDAC’s entire business. Treating quality as a formal process has several advantages that benefit RDAC and its clients, including ensuring adherence to regulatory compliance requirements, client contract and service requirements, and RDAC’s own internal work standards. In addition, internal and external auditing is performed to provide a double layer of assurance that RDAC is meeting its quality standards. RDAC Compliance Team focuses on:
Regulatory compliance applies to nearly all processes associated with debt collection operations and covers a multitude of laws, rules, and regulations issued by federal and state governing bodies, including debt collection.
Stringent Internal Audits
RDAC has developed and implemented a detailed internal audit program. RDAC’s Quality Assurance department conducts monthly and annual audits that evaluate business operations against core areas that cover data security, legal and regulatory compliance, operations management, data storage and account records, policies and processes, job responsibilities, training, internal controls, targeted audits, and remediation of any findings. Audits are conducted against an internally developed and maintained program that factors legal and regulatory requirements, industry standards and best practices – and is constantly being evaluated for improvement in efficiency and accuracy.
Multiple Third-Party Audits
RDAC uses a number of independent firms to provide third-party auditing services for our organization. External audits provide an independent assessment of the effectiveness and compliance of RDAC’s quality program. They also provide validation and proof, frequently via certifications backed by recognized subject-matter authorities, that RDAC is adhering to its quality program.
Experience: Since 2007, RDAC has been a premiere provider of receivables management services for the rental industry. Our experience not only include strong recovery but system integration to reduce the workload on our clients while driving revenue.
In 2005, a group of experienced apartment industry executives joined forces to create RentDebt, Inc. (RDI), a collection agency specifically geared to the multifamily industry with a strong focus on exceptional customer-service knowledge and expertise in the multifamily arena. Within two short years, RDI had gained such momentum within the industry that the leadership team realized they could further capitalize on the company’s success by strengthening its collection experience.
So in 2007, RDI approached Automated Collection Services, Inc. (ACSI), a company with a proven record of dedicated collection experience since 1988, including a solid background in multifamily, to explore the possibility of combining the two companies’ strengths. RDAC was formed that same year, offering an exclusive multifamily company specializing in providing collection services for a variety of property management companies across the country.
Today, we provide nationwide collection services to assist our clients in recovering delinquent debts for: