A Culture of Service

The RDAC EDGE Embraces a Culture of “Culture” and “Service."

The words “culture” and “service” are rarely put together and associated with debt collection agencies these days. RDAC has kept them together over the years because we believe integrating “culture” and “service” produces a different kind of recovery agency, one that places supreme value on:

  • Company Culture. A company’s culture says just about everything about how that company and its employees will conduct themselves not only on a day-to-day basis but also year over year for the long haul. Professional attitude, personal demeanor, posture, tone of voice, and preparation, these are the building blocks that make our interaction with consumers more successful, generate fewer complaints, and result in more recoveries. 
  • Client Customer Service. We take client customer service beyond merely responding to inquiries: we view each client as a business partner, a business partner with which we work collaboratively to provide the best all-around level of service, including valuable portfolio recommendations and consultations to achieve the maximum rate of return on the client’s portfolio. 
  • Consumer Customer Service. Consumers have a range of customer service needs, including respectful and helpful assistance, convenience, and an impartial mechanism though which they can seek and obtain help. RDAC Recovery Agents are taught to conduct themselves professionally and are held accountable for their treatment of consumers. In addition, assigning accounts to specific Recovery Agents and offering multiple ways in which to contact RDAC provides consumers with more options that are convenient for them. Lastly, independent consumer assistance is made available via a unique toll-free consumer hotline. 
  • Toll-Free Consumer Hotline. All collection agencies have, or should have, a toll-free number through which they can be contacted at no cost to the client or consumer. Very few agencies have a separate hotline dedicated to providing positive, non-collection interaction for consumer inquiries, disputes, or grievances. RDAC has a separate line just for these types of consumer calls. Consumers who call seeking assistance are greeted respectfully and in a manner that genuinely helps them resolve their issues.