Event Profile

Credit and Collections During the COVID-19 Pandemic

September 17 — 29, 2020
Vancouver, WA 98662 


Thank you for your interest in this event. Registration for this webinar is now closed. For questions or to learn about future opportunities please contact Roy Cevallos at (360) 816-1446 or roy@nwppa.org.

Who Should Attend:

Customer and member service representatives wanting to improve their skills in credit, collections, and working with challenging situations with customers/members. In addition, those interested in calculating the impact of various decisions, outcomes, and situations regarding accounts receivable will benefit from attending.

Webinar Overview:

Has COVID-19 done a number on your accounts receivable balances? Are you looking for guidance on how to work with and through the challenging impacts of the pandemic with customers/members? This workshop will cover repayment options and terms, working with challenging situations, and maximizing technology as we find new ways to meet the needs of the members and the utility.

Extending credit to our customers and collecting past-due balances are truly challenging tasks. Combining exceptional customer service with the duties and demands of your position is often a stressful balancing act. This series will help you measure your collection effectiveness, comply with laws, and maintain good customer/member relations.

Through class time and assignments, attendees will be encouraged to review current policies/procedures, performance metrics, and discover ways to reduce negative factors in our processes. We will share and compare successes and difficulties. All three webinars include discussions and sharing of what’s working and what’s not at your utility so we can all learn from each other.

Webinar Topics:

Day 1

  • COVID-19 survival kit: build a pandemic plan for current and future past-due balances
  • Impact calculations
  • Policies and procedures: best practices to mitigate collection challenges
  • Assignment: policy and procedure questionnaire

Day 2

  • Assignment review: preventative techniques, policy guidance, and process improvement
  • Bankruptcy notifications and best practices
  • Financial impacts and legal considerations
  • Assignment: self-assessment of techniques and approaches

Day 3

  • Tough conversations mastered
  • Effective verbal and written communication: notifications, automation, technology
  • When collections attempts fail: write offs, outside collections, capital credits

Webinar Instructor:

Teri Wallis, Owner, Terilyn Wallis Consulting

Webinar Schedule:

The webinars will be held on September 17, 24, and 29 from 2-3:30 p.m. Pacific Time. Attendees will be admitted 15 minutes before the webinar begins. 

How to Participate:

Instructions will be emailed to attendees 12 hours before the webinar and we recommend that you test the link to the meeting as soon as you get the instructions. The webinar is best viewed using Chrome as your browser. We recommend that you use a landline for both your phone and your internet connections.

This registration is for one person to attend. We manage our webinars on an honor-system basis; if more than one person from a utility wishes to attend, each is to register separately. The course is only available live; no recording will be made available.

Webinar Fees:

Utility Member Rate: $270
Associate Member Rate: $405
Non-Member Rate: $810

Cancellation Policy:

Cancellations are accepted, with full refund, if request is made at least 30 days prior to the course. Within 30 days, fees are as follows: 15-29 days, $100; 1-14 days or no show, 100% of registration fee. When possible, please send a substitute instead of canceling; NWPPA does not charge a fee for substitutions.

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For More Information:

To find out more about this course, to register, or to learn about other events, view the Training and Event Catalog.