Position at TCS

Senior Account Manager

Years with TCS

44 years

What does a day at TCS look like for you?

The first thing I do is review my payment made report so that I know which accounts have been paid (that’s the reason I am here after all) and I call my clients to deliver any good news. Next, I like to review any of the new matters that have been referred so that I can action those asap and then I review any other accounts that need to be followed up. What I know is that the sooner an overdue matter is actioned the better chance I have of collecting it, this is something I tell my clients, if the account is referred to TCS early, we have a much better chance of achieving a good result for them.

In the end I am passionate about what I do, and I believe this contributes enormously to my results however, I am part of the broader TCS network of stakeholders who are really important to our outcomes, from our Solicitors at Butler McIntyre and Butler and the court appointed Bailiffs through to our agent’s interstate, they all play a pivotal part in the success of a collection matter.

What aspect of your role do you find the most rewarding?

I spend a lot of time coaching my teammates and when I see them obtain great results for a client, I get a huge sense of achievement from knowing that my coaching assisted in the result.

I also value the relationships I have built with clients and knowing that my actions have made a difference to the bottom line of their business.

Describe a time when you achieved an unexpected result for a client.

A significant debt was referred to TCS in 2017 and I proceeded with Legal action and managed to get a Claim served. At this point the customer moved so I couldn’t issue an enforcement action at that time. However, I knew it would only be a matter of time until they re-emerged so I recommended that my client obtain Default Judgment which would give at least a further 6 years to locate them, with the intention of issuing our enforcement action then. So, I waited, and continually reviewed the file until eventually I located them.

To cut a long story short, I issued the enforcement action, and the debt was paid in full this week. It does not always work out like this, each case is different,
however the one thing that is always the same is that I don’t give up when I believe I can collect a debt for my client.