Coaching and Development: Key to Increased Collections

Jeremy Roberts, President & CEO at CBS Academy, discusses a wholistic, customer service approach to improving collections that is built on coaching and development.

Jeremy Roberts is CEO of CBS Academy, an operational consulting and training firm that specializes in improving the contact center collections and customer service operations of banks, credit card companies, and consumer lending firms. CBS Academy’s goal is to help clients, by help their customers to keep their cars, stay in their homes and find ways to solve their financial challenges. Prior to joining CBS Academy over 20 years ago, Jeremy was Sales Director for NAREX, now part of FICO. NAREX specialized in providing non-traditional modeling/analytics and software solutions for Collections and Recovery departments for all consumer financial markets.