In the most recent episode of “Closing the Books” by IC System, host Gabrielle Bejarano spoke with Lynn Krenz, an Operations Manager at IC System responsible for the government sector of business.
Krenz explains her journey in the collections industry and the unique position of her company in the government collections space. She shares that most employees at IC System, including herself, begin as collection agents, gaining valuable frontline experience with consumers. This direct engagement is foundational to understanding and effectively managing collections, a perspective that Krenz suggests is a significant strength of IC System. Celebrating 85 years in the business, with over half a century serving government clients, she takes pride in the company’s historical presence in the market, which she believes is unmatched by competitors.
Krenz emphasizes IC System’s adaptability to various governmental regulations and its investment in automated systems, training, and support materials tailored to meet the specific needs of individual clients. She highlights the organization’s capacity to provide online tools for clients, especially smaller municipalities, allowing them to access up-to-date data and analysis for their collections accounts. The company’s checks and balances, bolstered by stringent security protocols, are particularly vital for handling sensitive financial information.
Krenz also touches on the challenges faced by smaller government entities in staffing and resource allocation, noting how outsourcing collections can free up their staff for other tasks and contribute vital revenue.
Finally, Krenz passionately talks about the ethics of collections, countering the stigma with the advocacy and customer service provided by IC System. She stresses the role of collections in educating and providing options to individuals, thus aiding them in making informed decisions about their debts. Proud of the organization’s core values, she notes that an independent survey reveals high satisfaction rates among those contacted by IC System, reflecting the company’s commitment to professionalism and courtesy. “I’m really proud to say that I’m part of an organization for which this is part of our core values,” she states.
