How to Develop a High-Performance Collections Team 

Employee Spotlight: Dan Moore,
Director of Collections

Peter Drucker, known as the “father of business management,” once said that a company’s profit is secondary to its cash flow.

Any successful business that lends money, sells products, or provides a service knows that the collections team is a key component to keeping the cash flowing and the company operational. But how do you develop and motivate a high-performance collections team?

Meet BARR Credit Services’ Director of Collections

Dan Moore, Director of Collections at BARR Credit Services, has the answer. Through teamwork, BARR Credit Services’ collection rate far exceeds industry standard. He’s been with BARR Credit for eight years and oversees a 17-member team of collectors, half of whom work remotely.

Dan ensures that his team meets its two-week quota by properly working client accounts, following company procedures, and maintaining compliance protocols.

We interviewed Dan to find out how he empowers his team to successfully recover funds for our clients.

How do you develop and motivate your team to reach their quotas every two weeks?

“Cash flow is the lifeblood of any company on the planet, and I’m just trying to collect as much money as possible as fast as possible for our clients. A former CFO of the company gave me a good nugget. He said, ‘You’ve got to touch people and touch them often.’ That’s why I make a point to regularly commend, compliment, and check to see how each team member is doing on both a business and personal level.

Dan Moore, Director of Collections

“For my remote staff, I keep up with my emails. I prefer to have an empty email box, so I respond immediately, or at least attempt to respond immediately. I don’t like to procrastinate. I tend to procrastinate in my personal life, so I try not to do so at work.

“When I see payments are pending, I’ll reach out to my people and tell them, ‘Hey, great job. Got a good flow going. You’re on pace.’ Or if calls are down, I’ll say, ‘Hey, pick it up. Smile and dial.’ The world’s a much better place when you’re smiling.

“The best period at BARR was achieving company quota in seven days and collecting the most in the company history in ten days. I spoke to everyone in the company multiple times during those two weeks.

“My two best days at BARR were when I recovered a single payment of $650,000 for a totally awesome client, and when one of my collectors hit his assigned quota in back-to-back periods – in less than four hours! Also, training collection novices to excel in their work ranks high.”

How do you ensure client accounts are properly managed while maintaining regulatory compliance? 

“There have been changes in the collections industry since Covid. Collecting money is more difficult now because the courts are all backed up. Litigating or pursuing an account legally costs a lot more money for the client. So, it’s more important to do investigative work to find out why a company is in the position it’s in. It’s all about the number of contacts, how many times you’ve contacted them, and how many ways you’re contacting them.

“If a company’s debt is due to cash flow, my focus is to find a way to put that client on top of the list.

“Regarding regulatory compliance, our team stays on top of FDCPA regulations. We always fully comply with the ever-changing regulatory environment, so our clients never have to worry about violating protection or privacy laws.”

On a Personal Level…

A native of Tucson, Dan graduated from the University of Arizona and is the father of two children — his primary motivation for working so hard. In his spare time, Dan spends time with “the world’s greatest dog and best friend.” Our daily walks are adventurous, rattlesnakes, chasing rabbits, and digging to middle earth. Dan loves to attend concerts and enjoys off-roading throughout Arizona. He also “watches way too many movies,” and tries to read 52 books each year.

Dan Moore’s love for his job, combined with his strong team relationship, keeps the BARR Credit collectors performing at their absolute best.

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