KSN Implements Dual Point of Contact

On November 15, 2010 the KSN Collection department made significant organizational changes to strengthen Manager and Board relationships and improve service. In response to feedback from Property Managers and Association clients, we implemented Dual Point of Contact (DPC), which channels all Collections-related client communications through two primary KSN contacts: an account representative and court file representative.

Property Management Companies and self-managed Boards will be assigned to a designated employee team, which consists of an account representative, court file representative, and foreclosure paralegal. The account representative and court file representative will serve as primary contact for Collection inquiries and requests. The team will be responsible for handling all of the collection matters for its assigned Property Management Company or Association.

Going forward, the Manager or Board shall direct every Collections-related question, inquiry, and request to the client's assigned account representative or court file representative. The assigned representative will answer the question or provide the information requested. If it is necessary for the assigned representative to investigate or seek information from another team member to answer the inquiry, such as when a foreclosure or bankruptcy is present, the assigned representative will obtain the information and respond or direct another team member to get back to the Manager or Board.

The DPC model will make it easier for Property Managers and Boards to do business with KSN. Property Managers will now have just two contacts who will understand your collection needs and objectives. The account representative will continue to be your primary contact for collection activities that precede the filing of a lawsuit, including first collection letters, turnovers, and activities related to 30-day notices. Your newly assigned court file representative will be your primary contact for all of your collection lawsuits, regardless of where the lawsuits are filed or the stage of the process. By channeling all communications between you and just two KSN contacts, KSN has taken the mystery out of who you should contact when you have a question or need an update on your matters.