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Collections & Disconnects Conference
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9/18/2019 to 9/19/2019
When: September 18 - 19, 2019
See event details.
Where: Courtyard by Marriott
404 W. St. Germain St.
St. Cloud, Minnesota  56301
United States
Contact: Karen Miller, Event & Membership Coordinator
763-424-7245


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Collections and Disconnects Conference
September 18-19, 2019 (W 9-4, Th 8:30-11:30)
Courtyard Marriott, St. Cloud

Pre-conference:
Dealing with difficult customers - Service survival: Handling demanding and difficult customers, September 17, 9-4

Who should attend
Utility employees with credit and collection responsibilities, member service representatives

 

Customer Service Collections and Disconnects are truly one of the most challenging tasks in your co-op. You have to collect a delinquent account from a member who is probably already experiencing financial stresses from other collectors, a dealing with "life’s worries."  How to combine customer service with the "get-it done” demands of your position are often a great challenge. In past years, we have offered credit and collections training, skip tracing, customer service training and policy comparison. The group has recently expressed the desire for a conference style session, to also include the valuable round-table time.


Day 1 – Wednesday, September 18

8:30      Continental breakfast, registration

9:00      Conference welcome and introductions

9:15      PUC cold weather rule – Sally Anne McShane, Consumer Mediator, Consumer Affairs Office, Minnesota Public Utilities Commission

10:15    Networking beak

10:30    Energy Assistance Program overview, season preview and software update - Jon Brown, Energy Vendor Manager, Minnesota Department of Commerce

11:30    Table discussion - What services do you refer? Discuss best practices when working with local service providers (CAP Agencies). Things like communication methods, use of eHEAT, etc.

12:00    Lunch

1:00      Ask the co-op attorney - Jeff Dobberpuhl, attorney at law
2:15     
Break 

2:30      Security and Safety Practices for the front office - Craig Muchison, FPC Services, LLC

4:00      Adjourn – Networking Anyone? You can decide as a group if people have interest in getting together at the Green Mill (at the hotel) or another nearby St. Cloud restaurant.

6:00      Networking and on-your-own as a group dinner

Day 2 – Thursday, September 19: Open Roundtable

7:30      Breakfast

8:30      Session resumes with open roundtable – Facilitated by Shannon Klinker, senior billing & collections clerk, Cooperative Light & Power

We will come together to have a full roundtable discussion. Overall topics that are important to our group include:

·         Cold Weather Law

·         Pre-paid Metering and how co-ops can develop programs that still follow the cold weather rule

·         Landlord / Tenant rules

·         Bankruptcy

·         Medically Necessary Equipment 

What’s working and what’s not at your cooperative? Attendees will drive the conversation. Whether it is policies and procedures or new and upcoming trends – let’s talk about it.

10:00    Networking Break

11:30    Adjourn

Also, for year-round questions & support, don’t forget – MREA has a private discussion forum.

LOGIN to Collections & Disconnects Forum: http://www.mrea.coop/group/CollectDisconnectNET.


Price
Education Program Members: $296
Non-Education Program Members: $362


Hotel
Courtyard by Marriott
404 W. St. Germain St.
St. Cloud
(320) 654-1661 ask for Katie or Kaytlin

$119/night.



 




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