Trent Vieira, ACM Group Ltd.’s (ACM) recently appointed co-CEO is the main architect behind the company’s renewed success and responsible for revising the company’s framework through an internal restructure of the company’s leadership team responsible for driving ongoing quality training, service, compliance and process enhancements for optimal output and efficiencies thereby taking ACM to the forefront of the debt purchasing sector as its new co-CEO.
“I’m glad to be a part of ACM Group Ltd.’s management team, and look forward to continue driving positive change and high quality output along with my new highly engaged and energetic senior management team.”
Trent spoke about the company’s recent achievements vetted through an independent examination of the company’s Training, Governance, Credit Risk and Compliance framework led by Tim Lord (former President, Dun & Bradstreet) of Anteris Consulting (Anteris Consulting were commissioned by the ACCC to undertake a comprehensive review of the Australian Debt Collection Industry on its behalf) in September 2016 that delivered a favourable outcome and result. In particular, it found:
- ACM training models focus on respective communication, active listening, identifying hardship triggers and treating customers fairly resulted in “obvious, positive changes at the frontline”, that was particularly evident in how we handle vulnerable and financially concerned customers.
- ACM Quality Management System (ISO9001:2015) certification provides the framework for our management controls and documentation.
- ACM Compliance Framework of systems, processes and controls are in place to ensure compliance with regulatory requirements.
Our objective with making these organisational changes is to highlight our commitment to delivering enhanced quality service to our clients and customers in adherence with regulatory and company policy guidelines.
ACM in partnership with a well-respected and renowned Australian community service consultancy organisation introduced an exclusive tailored training program in 2014 for all ACM Relationship Managers handling customers with a high level focus on identifying customers’ needs through respective communication, active listening, and offering best suitable solutions for hardship and financially concerned customers for an amicable resolution. In alignment with our enhanced risk appetite, we’ve further re-engineered our Compliance function and rebranded this independent business function ‘Compliance and Ethics’ with sole responsibility in looking after ACM’s risk, control and compliance governance framework. Responsibilities include Internal Dispute Resolution (IDR), External Dispute Resolution (EDR), Internal Audit, External Audit, Call Audits, Sensitive Word Audits and ACM Policy, Procedure framework. Our IT department have developed enhanced system controls within our operation systems platform to track, record and monitor call contacts, privacy and communication in alignment with regulatory requirements.