How do you handle complaints?
Answer
AMS understands that our company is only as strong as our employees. This is why we work to instill exceptional services qualities in all of our staff. The majority of our clients have never had any complaints over the last 14 years. On the rare occasion that a defendant / offender objects to our collection procedures, AMS will take immediate steps to resolve the problem. Any complaints regarding AMS will be completely resolved to our client’s satisfaction. The following steps will be taken to ensure problem resolution:
- All complaints will be logged in our employee files as well as our client files.
- AMS Management staff is notified on the potential problem. Management will then immediately place a hold on the said case until further review.
- A recording of collector’s call will be pulled and reviewed if available. A recovery manager will interview the collector involved to determine the validity of the claim and provide a resolution.
- Clients will be notified of the potential problem and cases will remain on hold until client gives permission to resume collection activity.