Is there a format for customers to provide feedback or suggest areas where SRA can improve?
Yes. Feedback can be provided through the following channels: By mail, telephone, fax, or through the “CONTACT US” page on this website. Your comments are always welcome.
Do you have a dedicated compliance officer?
Yes. SRA has a full compliance department/quality assurance team.
Do you have an automated compliance program?
Yes. SRA utilizes Entropy as our compliance management system.
Do you record all of your phone calls? For how long are they kept?
Yes. Not only do we record 100% of inbound and outbound phone calls, but they are stored for seven years.
What is your ratio of managers to collectors?
We assign one manager to every four collectors, a ratio much lower than the industry average.
Do you keep graphical dashboards to display KRI (key risk indicators) and KPI (key performance indicators)
Yes. SRA maintains numerous charts and graphs to display necessary and relevant strategic data.
What is your NSF (non-sufficient funds) rate?
Our average NSF rate is under 2 percent; the industry average is 7.5 percent.
Is collector compensation tied to compliance?
Yes. A collector’s compensation is increased, decreased, or eliminated depending upon their compliance score for any given month. Adherence to compliance standards is required for continued employment at SRA.
Has SRA been recognized for outstanding performance?
Yes. SRA has received the following awards:
- Grand Liquidation Champion (multiple times over several tiers)
Best in Class Agency
- Customer Service Excellence
- Agency Partnership
- Lowest NSF Percentage
- Best Audit
- Most Valuable Agency
- Credit Partnership
- Rookie of the Year
- Premium Compensation (multiple awards)
Do you conduct background checks on employees and potential hires?
Yes. All employees and potential hires undergo federal, state, and county background checks.
Where are you licensed to do business?
We are nationally licensed and bonded to perform business throughout the United States and Puerto Rico.
How often are your collectors FDCPA tested?
Our collectors are required to pass bi-annual FDCPA testing.
Is SRA audited by an independent third party?
Yes. SRA undergoes an annual SSAE 16 audit, which is available to clients upon request.
Can SRA Associates provide audited financials?
Yes. These, too, are available to our clients upon request.