At Modero, there are not only judicial officers. Our network counts also more than 300 enthusiast employees. They work at different departments, but they all have one thing in common: they look for the best solution for both our contractors and their customers. Do you already know what they do for you? Today, we take a look at team Province.
Dynamic
Modero helps the Provence of Antwerp to collect its annual provincial taxes. Unpaid invoices from provincial institutions or domains are also collected by Modero. For example, we help the Provincial Institute of Food Companies in Antwerp (PIVA) and the Provincial Recreation Domain De Schorre. In 2019, a few employees were united to form team Province. Stephanie, Gentiana and Delphie form a dynamic team under the wing of team coach Deborah. They manage the provincial files during the entire collection procedure. From receipt of the file to the successful closure of the file. Since they handle these files from A to Z, they can optimally support both the Province of Antwerp and the citizen or company throughout the procedure.
The Province of Antwerp is an atypical client. It only sends its files to Modero twice a year. This happens in October and November. Before the collection procedure can be started, this large number of files must be processed quickly, efficiently and correctly. That is why the team can count on the support of the department Cities & Municipalities. This approach works! For example, they achieve a recovery rate of more than 75 percent. How do these ladies find that many payment solutions for all parties involved? They’re happy to tell you themselves.
Understanding and helpfulness
For Gentiana everything starts with an understanding attitude. “Nobody likes to be contacted by a judicial officer, but there is always a reason. When I started working at Modero, I had the opportunity to spend a day with a judicial officer. I was confronted with both the sloppy administration of some people and the harrowing living conditions of others. This opened my eyes. After all, a debt file is not always about not wanting to pay. Sometimes they simply cannot pay their outstanding invoices. These people must receive targeted help so that they can reduce their debts and ultimately pay them off in full. Our judicial officers therefore assist them with professional advice and a listening ear. This changed my view of judicial enforcement in a positive sense. When we start an open and honest conversation with the debtor, we can find a payment solution faster. Our contractor also benefits from this.”
Solution based on solvency
Deborah also agrees that it is extremely important to start a conversation. “Sometimes people seem to think that small amounts will not be recovered, but that is not true. All outstanding invoices can be collected, regardless of the size of the total amount. This also applies to provincial taxes, because only thanks to this income the Province of Antwerp can offer its citizens and companies an optimal service. And I can assure you that the Province of Antwerp does a lot of work. For example, it focuses on affordable quality education and maintains various provincial domains. In the meantime, she also builds bicycle highways and carries out many necessary works, which are not always visible. Consider, for example, the prevention of flooding.”
So, anyone who can pay has to pay. Stephanie explains how her team finds payment solutions. “Even small amounts are a stumbling block for some. That is why our team scrutinizes every file. It is a true art to gain timely insight into the debt accumulation of citizens and businesses. This allows us to province a realistic payment solution more quickly. A lot of work precedes such a solution. First, we examine what the debtor’s solvency (or payment option) is. We calculate this on the basis of our Solid-score and the home visit of the judicial officer. Based on that score, the outstanding balance, the phase of collection and the conversation between Modero and the citizen or company, we decide how we can collect the debt. For example, can immediate payment be requested or is it more realistic to discuss a payment plan? When the living conditions of a citizen are a very difficult, we enlist the help of debt mediation, a collective debt settlement or One. This way we try to find a payment solution that benefits all parties involved.”
Teamwork
“Modero was built on teamwork like this”, says Delphie. “We show our helpful attitude not only in our files, but also in dealing with other internal services, customers and contractors. Every Modero file manager is active in our call center for several hours in a month. This way we come in contact with questions from other customers and various debt recovery procedures. We continuously learn from this. Which also benefits our files. It’s never boring, I assure you. I like that challenge and the teamwork at Modero. Especially when you can go home at the end of the day with the feeling that you have had a positive impact on someone’s life.”
You can only receive such a result if you, as a team, consistently use a correct and accessible method. Gentiana has already experienced the impact of this. “When we answer the phone, we are sometimes confronted with an angry person. Certainly, if that person has not answered Modero’s letters for several months, he or she runs the risk that additional costs will be charged on top of the original invoice. That seems obvious, but not everyone seems to know this. At that point, it is important that we let them express that frustration. Afterwards, we inform them correctly and actively search for a solution. A lot of people are then pleasantly surprised. At the end of the call, they often apologize for their outburst.”
“As long as citizens are open to an honest discussion about their financial situation, we will do everything we can to achieve a realistic solution,” adds Stephanie. “We are always consistent. No matter who answers the call, that person will always be helped in the same way. I am therefore proud of this close-knot team. We got to know each other well. We respond to each other’s strengths and allow each other room to grow.”
“That cohesion among colleagues works really well and is very motivating!” Delphie concludes.
You hear it, our employees are ready to listen to your concerns and advice you on possible options. Modero invariably finds a solution in consultation with all parties involved.
Contact a Modero office in your area so that we can help you in an appropriate way.