Our Leading-Edge Approach
An important mission within Leading Edge Recovery Solutions (LERS) is the pursuit
of a company-wide "total learning culture" encompassing training and ongoing development
programs for Collectors and Account Reps, first-level leaders, senior management,
and executives.
At LERS, your EDGE training team is absolutely committed to your:
- Education – gaining new information about yourself, your work, and
your industry.
- Development – building new skills and skill-levels to achieve performance
Excellence.
- Growth – consistent work toward and realizing personal and professional
goals.
- Experience – becoming a better person, in multiple ways, for having
worked with us.
EDGE Training endeavors to be a "virtual university" within all Leading Edge
offices.
Our mission is to provide all employees high-quality training, professional education
and other skills-development resources. This investment in training helps employees
advance their careers and have a more satisfying work experience. LERS clients benefit
from employees who apply our best practices in customer satisfaction, quality improvement
and the delivery of service Excellence.
More specifically, clients benefit through fewer complaints, positive public relations,
higher customer retention, and a consistently high level of quality production performance.
Our primary goal is to provide excellent collection services to our clients, and
this requires education supported by practical training.
The EDGE programs begin with our new-hire training program (Starting EDGE)
designed for adult learners and catering to the various learning styles of our diverse
employee base. From classroom facilitation and hands-on training support in our
"live" collection Performance Lab
, our commitment is to individual learning based on individual needs to drive individual
success. Eventually, our mission is to offer additional self-help training courses
and materials through various mediums including computer kiosks and via the LERS
intranet.
Our objective for EDGE Training is to continue to raise the bar for
all employees, regardless of role, by delivering the best training available. We
take great pride in the fact that our educational and skills development programs
are completely "organic", from concept to facilitation, to meet the needs of all
clients (external and internal). By designing and developing our own content, we
maintain the Integrity of our leading-edge mission and Innovation is achieved.
Additionally, our "core" training tools are also customizable to meet any need or
situation - - and best address the unique needs of any client or portfolio. Rather
than making a pre-existing tool "fit", creating unique tools to repeat the best
behaviors has become a standard for which we take great Passion.
Achieving an across-the-board awareness of the laws that apply to our industry is
but a minimum standard that we strive to far-exceed at all times. Leading Edge not
only embraces the needs of our clients when dealing with the customers, we foster
an environment of Respect for every individual.
To do so, training regarding the laws that regulate our industry goes well above
and beyond the Fair Debt Collection Practices Act and State Regulations, and includes
Regulatory Awareness, comprised of:
- The Bank Secrecy Act (BSA)
- Equal Credit Opportunity Act (ECOA)
- Fair Credit Reporting Act (FCRA)
- Gramm-Leach-Bliley Act (GLBA)
- Health Insurance Portability and Accountability Act (HIPAA)
- Servicemember’s Civil Relief Act (SCRA)
- Telephone Consumer’s Protection Act (TCPA)
- Truth in Lending Act (TILA)
- Unfair or Deceptive Acts or Practices (UDAP)
Beyond merely digesting the knowledge, all LERS operations and operations–support
staff participate in Quarterly FDCPA/LERS Compliance Testing, requiring 100% Accountability
as a condition of continued employment.
From technical and systems-related training to soft-skills and effective communications,
EDGE Training delivers facilitates learning - - mapping the "Road to Success" for
one and all.