Conference in review
From July 13th through the 15th, insideARM held their annual Strategy & Technology conference. As a sponsor and attendee of the event, MRS’s presence couldn’t be missed. Chief Customer Officer, Chris Repholz was also featured on a panel about self service called “The Increasingly Independent Customer,” and Chief Operating Office, Jim Beck spoke on the panel titled “Meeting the CFPB 7×7 with Intelligent Contact Data.”
Repholz’s panel delved into the shift from traditional collection approaches to meeting the customer where they want to be met. Instead of calls, MRS utilizes multiple digital channels to reach a customer, including text, email, chat, interactive voice agents, and a self-service portal. “We believe that customers will gravitate to service providers who give them communication options and those providers will get top of the mind and top of the wallet status,” said Repholz.
With the new CFPB rules implementation date fast approaching, Beck’s panel focused on how to stay efficient and compliant. MRS uses analytics to ensure each contact attempt is at the best time of day and through the best channel for the customer. Beck highlighted that the new rules do not change the way MRS operates, but provide some much needed clarity in policy regarding technological advancements.
The iA Institute is an exceptional thought leader, hosting events like Strategy & Tech that enable industry members to connect and innovate. At MRS, we love participating in these events and sharing our unique approach to collections with the industry. Repholz said, “While we are a 30 year old collection agency with deep roots in the industry, we are very focused on progressive technology that creates automation, better customer experience, and more efficient ways for customer contact.”
MRS thoroughly enjoyed its time at iA’s Strategy & Tech and we’re excited to see what iAST2022 will bring!