Credit Management in Australia - July 2017

Volume 24, No 5 July 2017

The Publication for Credit and Financial Professionals

IN AUSTRALIA

20 years since YCP  Automated  Importance  Best practices for debt collection of privacy engaging debtors PLUS MUCH MORE…

 Search and transition into a new job

Intelligent Communication

Bing is the innovative communication solution that will transform the way you connect and communicate with your customers.

With Bing you can collate, review and send all of your existing outbound correspondence in next to no time, to one recipient, or thousands.

Bing integrates seamlessly with your existing technology platforms, has no setup cost, no minimum quantities, no software or template changes, and is easy to use.

Smart. Simple. Secure.

Nadine Bucher National Sales Manager 1300 309 800 bingmail.com.au

Volume 24, Number 5 – July 2017

44 6

Message from the President

AICM history

NSW Division: YCP Finalists – Joseph Assadourian, James Smith, Jack Elias, Melisa Iovanescu and Elias Danos.

10

YCP Awards To commemorate the 20 years this article looks at Dun & Bradstreet and past winners reflect on what the award means to them and why YCP’s should get involved.

48

Leadership and High Performance

20

Best practices for engaging debtors experiencing hardship

Qld Division: AICM panel: Decia Guttormsen, Althea Thomas, Katheryn Kershaw and Ross Leggett.

By Alexandra Cain

24

How to successfully search for a new role and transition into the job

By Janine Coppeller

Credit Management

26

10 things credit managers regularly do

By Kirk Cheesman

28

What is a credit limit?

51 SA Division: Gail Crowder and Tanya Monro.

By Paul Burgess

Legal Establishing insolvency – not a foregone conclusion

30

By Jeffrey Brown

54

Technology

32

Pathways to growth: Digital disruption

By Robert Samual and John McInerney

WA/NT Division: Adam Mule and Debbie Leo of Equifax.

35

Is automated debt collection the future?

By Adam Stewart

10 Mark Russell

24 Janine Coppeller

30 Jeffrey Brown

37 Adam Stewart

56 Vic/Tas Division: Members and Guests at June Network Night.

DIRECTORS Australian President – James Neate MICM CCE Australian VP, Finance – Gregg Odlum MICM CCE Professional Development – Ben McCallum MICM YCPA & CCE – Trevor Goodwin LICM CCE Legal Affairs – Greg Young MICM CCE Member Services – Jeff Hurst LICM CCE

38

36

Visit by Peoples Republic of China

David Johnson

The importance of privacy

Nick Pilavidis MICM CCE Level 3, Suite 303, 1-9 Chandos Street, St Leonards NSW 2065 PO Box 64, St Leonards NSW 1590 Tel: 1300 560 996, Fax: (02) 9906 5686 Email: nick@aicm.com.au

By David Johnson

Nick Pilavidis | Email: nick@aicm.com.au CONTRIBUTING EDITORS Colin Magee NSW Stacey Woodward QLD Gail Crowder SA Lisa Marr WA Donna Smith Vic/Tas

Do you use your AICM post nominals

Privacy

CHIEF EXECUTIVE OFFICER

EDITOR/PUBLISHER

39

AICM Activity

36

Visit to AICM by Jiangxi Administration for Industry & Commerce Peoples Republic of China

38

Do you use your AICM post nominals?

39

AICM Training news How to motivate employees Recent graduates Course dates

40 41 42

ADVERTISING Andrew Le Marchant LICM CCE Phone Direct 02 8317 5052 or Mob 0418 250 504 Email: andrew@aicm.com.au

Around the States

New Members

44 48 51 54 56 58

Credit Marketplace

60

New South Wales Queensland

EDITING and PRODUCTION

South Australia

Anthea Vandertouw | Ferncliff Productions Tel: 0408 290 440 | Email: ferncliff1@bigpond.com

Western Australia/Northern Territory

THE EDITOR reserves the right to alter or omit any article or advertisement submitted and requires idemnity from the advertisers and contributors against damages or liabilities that may arise from material published. CREDIT MANAGEMENT IN AUSTRALIA is published by the Australian Institute of Credit Management, Level 3, Suite 303, 1-9 Chandos Street, St Leonards NSW 2065. The views expressed in CREDIT MANAGEMENT IN AUSTRALIA are not necessarily those of Australian Institute of Credit Management, which does not expect or invite any person to act or rely on any statement, opinion or advice contained herein (whether in the form of an advertisement or editorial) and neither the Institute or any of its employees, agents or contributors shall be liable for any opinion contained herein. © The Australian Institute of Credit Management, 2017.

JOIN US ON LINKEDIN

Click Here EDITORIAL CONTRIBUTIONS SHOULD BE SENT TO: The Editor, Level 3, Suite 303, 1-9 Chandos Street, St Leonards NSW 2065 or email: nick@aicm.com.au

Victoria/Tasmania

For advertising

opportunities in Credit Management In Australia

Contact: Andrew Le Marchant Ph: 1300 560 996 E: andrew@aicm.com.au

NCI CREDENTIAL Online Credit Application and Assessment System Streamline your credit application process today: • Ensure the details you receive are correct • Receive an adverse check report or an NCI Credit Limit Recommendation • Syncs with your pre-existing trade credit insurance policy NCI Credential, increasing efficiencies, saving time and reducing errors!

CLICK HERE TO WATCH OUR VIDEO

National Credit Insurance (Brokers) Pty Ltd ABN 68 008 090 702 AFS Licence No 233817

P | 1300 654 500 E | info@nci.com.au W | nci.com.au/credential

aicm

From the President

James Neate MICM CCE National President

A

review of the Division calendars shows there have been many events across all States, delivering on the AICM’s promise to its members and the industry, to be THE premier educator, trainer and business

network for the credit profession.

The Women in Credit (WINC) events have again proved popular and are an appropriate recognition of the fact that we now have more female members than male, many in critical and key industry roles. The growing success and energy around the WINC is due to the continued support of WINC committees in each division as well as Equifax as premium sponsor and supporting sponsors NCI and Results Legal who are all true champions for the cause.

At the end of the financial year, we are also pleased to report that our membership grew by approximately 10% as targeted programs reach and engage with industry players to convert them to the benefits of membership.

The WA annual Women in Credit Luncheon at The Crown Perth, 9 June 2017.

6

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

aicm

From the President

In other key news, we are also extremely proud to advise members that the AICM has passed all certifications required for the long-term extension of its Registered Training Organisation status to 2024. The training sector has appropriately been the subject of much scrutiny as unscrupulous and opportunistic players have exploited students by promising much and delivering little. Against that background, it is pleasing that the quality of our systems and training processes, materials and course content have been recognised by this independent long term re-certification. It confirms our position

NSW YCP’s Balveen Sani (2013) Nick Pilavidis (2005) Fiyona Kidenya (2016) Jack Elias (2017) Anna Goulbvea (2014) Kim berley Hale 2015) and Martin Morris.

as the premier credit and financial services training organisation. Apart from qualification

Momentum also builds towards our

courses, the informal training agenda and

National Conference. Details of the program

legislative updates continue to be offered

released to date show a great range of

across all divisions.

speakers with credit focused topics to take

This last period has also been an active

us to the next level. No business can afford

time in the Dun & Bradstreet Young Credit

to not be on top of recent developments,

Professional of the Year Award program with

legislative compliance and industry best

many candidates across all Divisions who

practice. The broad range of experts

have undergone their interviewing. State

and credit specialists who will present at

finalists are largely now chosen and head

the Conference, will allow members to

towards the National Conference in October,

demonstrate that attendance is a must and

full of excitement. A continued thanks to Dun

absence is a real credit risk issue for all

& Bradstreet for their support of this program.

businesses.

I have previously written about the unsung

May I commend the articles from

work done by National Office and key legal

Alexandra Cain, looking at the last 20 years

contributors such as Peter Mills of Thomson

of the Young Credit professional awards

Geer, making submissions on behalf of the

and Paul Burgess, delving into how credit

Institute in respect of legislative reform. That

limits have improved the credit and sales

work continues with further submissions

interactions, as being particularly relevant

being made in respect of Safe Harbour

and topical for a working credit professional.

Provisions to allow directors to “run up the

Remember also the role you play in your

flag” in insolvency and also our consultations

organisation and the power that a positive

with the ATO on their pending disclosure of

mentor can bring to those who are still finding

tax defaults. Our work on improving payment

their way in our broad credit industry.

times also continues with the Minister for

Best of credit to you all,

Small Business MP Michael McCorrmick,

8

currently preparing a response to the

– James Neate MICM CCE

ASBFEO recommendations.

National President

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

Register early to save (Early Bird rate ends August 31)

AICM History

T

he profession is only as strong as those that will come next, this was recognised by the AICM and Dun and Bradstreet over 20 years ago and led to the creation of the Young Credit Professional of the Year Award.

Today the credit industry is strong and has a bright future with many past applicants and winners now leaders in the industry.

To commemorate the 20th anniversary we have interviewed Mark Russell of Dun & Bradstreet and past winners who reflect on what the award means to them.

YCPA sponsor D&B encouraged by innovative candidates

Mark Russell

10

If an organisation has been sponsoring an award every year for 20 years then there must be a very good reason for it. And Dun & Bradstreet, the sponsor of AICM’s Young Credit Professional Award program, has many.

D&B’s association with the AICM dates back many years and Mark Russell, D&B’s Managing Director of Corporate, Insurance and Professional Services, says the award is very close to the company’s heart.

“We’ve been sponsoring the award since it was founded in 1997 and it’s been a great 20 years,” he says. “We love recognising the people coming through and especially love seeing the careers of the applicants flourish over time.”

Russell says D&B has always viewed credit management as critical to organisations. “As credit management evolves, it will be the young people coming up through

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

the ranks that will drive the changes around processes,” Russell says. “And the awards showcase the innovation and initiative that they bring to this important area.”

The YCPA program has had a very positive effect on the credit profession, Russell says, something he has noticed in his many years of presenting the awards. He says one of the key benefits of the program is how it helps young people get a start in terms of where they’re at with their career.

“One question I always ask when presenting the award is for a show of hands from all previous winners,” he says. “It’s fascinating seeing how many people who started, maybe as credit analysts, now have much more demanding roles, such as national credit managers or have risen through the ranks to become a CEO.” The program is also perceived very favourably by the industry,

AICM History

Russell says, which is evident from the number of credit managers who nominate their staff to enter each year.

“Whether the applicant wins or not they benefit from the personal development that results from entering, which is good for them, their organisation and the industry,” he says.

There are a number of things young credit professionals can do to ensure they stand out during the award process. Russell says the first thing is to view it like a job interview.

“If you want a particular job you go into the interview prepared and it’s the same with the YCPA process,” he says. “This means you need to think in advance about the questions you’re going to be asked.”The process is very well defined, with applicants giving a presentation on a topic of their choice and then being asked questions by the judging panel. There are certain things that the panel look for in a winner, such as intelligence, potential and achievements. But Russell says he looks in particular at what the candidate is doing in the industry to make it better.

“Are they driving improvements, harnessing new technology, or showing that they can think one step ahead,” Russell says. “Candidates need to be a leader. That doesn’t mean they have to manage people at their job but they need to be able to lead. They also need to show they are driving their own personal development, which involves highlighting what they are learning from their association with the industry.”

Russell also advises to really listen to the question. He says typically where candidates fall down is that they don’t answer the question that was asked.

“We run a tight rule in how we ask the questions and the type we ask, so all candidates are on a level playing field,” he says. “If you miss just one question it could be the difference between getting through and not getting through, especially in a tight group.”

The presentation that all candidates give should reveal to the judges who you are, Russell says.

“We want to see how you engage a room and an audience and keep them interested regardless of the

topic,” he says. “Once again it’s about preparation and planning. This could include role playing it out with peers, others in the industry or other YCPA winners.”

He adds that each year the standard of candidates continues to lift and therefore candidates need to do more to stand out more. “If you go in unprepared you won’t win,” he says.

“If you go in prepared then you stand a good chance.”

When asked how would he encourage young credit professionals to apply for the award, Russell says he would tell them to “back themselves”.

“Over the years credit has been more of a back office function and sometimes people who work in this area don’t have the confidence to say ‘give me a go at that’,” he says. “My view is get out there – you need to be in it to win it. These awards have given many people the confidence to try new things and expand their horizons. As sponsors of the award we continue to be encouraged by the initiative and innovation the candidates show.

And we look forward to continuing to be amazed.” 

YCP AWARD WINNERS 1997 – 2016 Year

Winner

State

Year

Winner

1997

Craig Dent

1998

Vic/Tas

2008

Jesse Lee

Chris Dunbar

QLD

2009

Maria (Homer) Schandl

QLD

1999

Nicole Payne

Vic/Tas

2010

Gregg Odlum

NSW

2000

Tina Bagnato

SA

2011

Maree Kairl

SA

2001

Nathan Boyd

QLD

2012

Nick Ponitikinas

SA

2002

Tanith Willoughby

QLD

2013

Balveen Sani

NSW

2003

Brooke Varady

WA

2014

Anna Golubeva and

NSW

2004

Rodolfo Duque

NSW

2014

Rebecca Edmiston

SA

2005

Nicolas Pilavidis

NSW

2015

Tate O’Connor

SA

2006

Aynslie McMahon

NSW

2016

Fiyona Kidenya

NSW

2007

Adam Dayeian

NSW

State SA

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

11

AICM History

1997 WINNER

Craig Dent State Trustees

A career in credit was one of the ingredients that enabled Craig Dent, now CEO of State Trustees, Victoria’s Public Trustee, to have a “career of choice” rather than a “career of necessity”.

Dent was the first ever winner of the Young Credit Professional award in 1997. “I think there is something unique about the challenges credit provide that equips you for dealing with really significant issues within organisations,” he says.

When he won the award, Dent was Group Credit Manager at Tyco International. He says he remembers it as being a really important win.

“I remember being surprised and humbled, especially given how impressive and equally deserving the other finalists were,” he says.

“Importantly, the win provided me with a sense of achievement, which professionally up to that point I didn’t think I had. It also provided me with a sense of validation.”

Dent has always been outspoken about credit and recalls at the time of the win being an advocate for credit managers. “I wanted them to be recognised within organisations as being senior managers that were

12

capable of doing far more than just that single functional label of credit,” he says. “With credit, you are dealing with a combination of issues including customer service, product, pricing and liquidity.”

Because of this, Dent says credit managers tend to be the “receiver of all the negatives”. “But you need to be able to negotiate your way through that towards a successful outcome that also requires that you don’t lose the client – the client still needs to feel valued and important,” he says.

“But at the same time you have to remember you are recovering the monies owned to the organisation.”

Since winning the YCP award, Dent worked in several more credit management roles before moving into project management. He was then offered roles in general management and then executive management. He joined State Trustees in 2012 and took on the CEO role in late 2013.

“If I were advising someone on whether to have a career in credit I’d be telling him or her to grab it,” Dent says. “It’s a profession that along with the support of the Institute has allowed me to pursue a career of choice rather than one of necessity. Within the role there is the very real opportunity to make a difference to an organisation. Credit will equip anyone with a unique set of capabilities that can be leveraged for career progression.”

2001 WINNER

Nathan Boyd Bidfood Nathan Boyd well remembers winning the Young Credit Professional award in 2001. “I was ecstatic when I won,” he says. “I never thought that someone who worked for a small rural company could achieve something like that.”

Boyd first won the Queensland YCP and then the National YCP award

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

while he was working as the credit manager for farm supply company JH Williams in Murwillumbah, just south of the NSW-Queensland border.

“After leaving school I went to business college but I wasn’t overly sure what I wanted to do,” he says.

“I basically fell into my role in credit at JH Williams but I very quickly discovered a passion for it.”

Winning the award was a great stepping-stone for his career, Boyd says, and after seven years with the company moved to Sydney to take up new challenges. He’s now National Credit Manager with foodservice distributor Bidfood.

Boyd says the award enhanced his view of credit as a career. “What winning did was open my eyes to the opportunities credit can provide,” he says. “The award showed me how big the industry actually is and provided me with new contacts that I was able to discuss potential opportunities with.”

Since winning the award Boyd has worked with three large companies including industry leaders Dell Computer and Diageo, progressing through different roles each time.

“Being a member of the AICM also helped me with my career progression as it kept me in touch with industry events and news so I could see where new opportunities lay,” he says.

AICM History

Credit is sometimes viewed as something people tend to “fall into” as a career rather than seeking it out, Boyd says. “People can have the impression that credit is just about collecting cash but it’s so much more than that,” he says. “There are so many aspects to it and this is what the award opened my eyes up to.”

Boyd would definitely recommend a career in credit if someone was seeking advice. “I’m a country boy who is now a national credit manager in charge of a large team,” he says.

“Winning the award showed me that such a role was possible for someone like me. The opportunities are there for a fulfilling career in credit and probably much more so now than when I won the award back in 2001.”

2005 WINNER

Nicolas Pilavidis CEO AICM

Nick Pilavidis is not only the 2005 winner of the Young Credit Professional program but also the current CEO of the AICM, a role he says he never dreamed was possible before entering the YCP program.

“When I won the award I was surprised and honoured,” he says.

“I definitely remember it being

announced and it was a huge moment.”

And while winning the award didn’t change his view of credit, entering the program did. “Before entering the program I hoped to one day be a credit manager of a small organisation,” he says. “But by the end of the program I thought being the manager of one of the biggest in Australia was in the realms of possibility. The program definitely changed my perspective on what I could achieve.”

Before entering the program, Pilavidis said he’d had very little involvement in the industry. “I became a member shortly before entering,” he says. “I had worked in a few different credit roles before but with no particular career direction.

After the program, I saw the possibilities the industry presented and the support available from industry peers.”

Pilavidis says the people he met during the process, including those who mentored him, helped with this change of perspective. “It certainly increased my confidence and I was able to calibrate myself against other professionals to see where I sat,” he says.

With a clearer insight into where he could go with his career, Pilavidis volunteered to work with the NSW branch of the AICM, where he had many opportunities to work with credit professionals. He became AICM’s NSW President, and then a director on the national board before moving into the CEO role in August 2014.

“Prior to moving into the CEO role, my involvement with the AICM also accelerated my career at Ricoh Australia,” Pilavidis says. “In the years after winning the YCP, I was promoted through several roles at Ricoh and ultimately to National Credit Manager, a position I didn’t think possible before entering. I was also recognised as a future leader of the organisation.”

Pilavidis’s advice for those considering a career in credit is simple. “It’s a great career for someone willing to get in and have a go and learn about all areas of business,” he says. “Credit is the backbone of an organisation so a career in this sector provides an opportunity to work in a role that is central to all organisations.”

2007 WINNER

Adam Dayeian Debt Sale Brokers Australia

Adam Dayeian is very much a left-offield winner of the AICM Young Credit Professional Award. He was not a credit manager when he won it, but a purveyor of new technology.

Adam won the award in 2007 working for Premiere Global Services, which at that time was selling outbound IVR and SMS services to the collections industry.

He had already worked in the consumer credit division at Citibank, but felt that this background – and his role in technology – made him ineligible.

“I was under the impression that only trade credit people would apply, and that my consumer background was not strong enough,” he says.

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

13

AICM History

When an AICM committee member approached him, he entered the fray: “Not only was I surprised to win the national award, I was surprised throughout the whole process that I was even there.”

Adam says the award not only opened doors for him, but made him realise how diverse the industry was.

“I knew I was different to the other competitors but it also gave me an edge.

“When I won it, a lot of doors opened and I met a whole new variety of people. Suddenly more people were willing to speak to me. Even 10 years on, people are still bringing it up.”

Adam says the award also helped to advance his knowledge of the business. “I not only realised there was great differences across the credit industry but it was clear that a knowledge of credit could be used anywhere.”

He is a strong advocate of graduates moving into the industry as credit is one of the most fluid positions available in business. “You don’t have to be the smartest person in school. Anyone who is reliable and willing to learn can have an excellent career. Credit is one of the few industries that gives you that opportunity.”

After working at Premiere Global Services, he had a position at Veda (now Equifax), before taking an opportunity in setting up a debt intermediary and advisory business called Debt Sale Brokers Australia, which specialises in assisting credit issuers in selling their bad debt book and maximising their return from the debt buyer market.

“I started out working from home and now I’m trading out of Barrangaroo with a team of three,” Adam says.

“Selling debt is an option for businesses to get the problem off their back, earn back some cash and help to focus resources on more productive tasks.”

14

2008 WINNER

Jesse Lee International Business Support Officer International Education Services Department for Education and Child Development Jesse Lee admits that the credit industry was initially more a means to get through university than a career choice, but winning the 2008 national award has been highly beneficial to his career in international education.

Back in 2007, Jesse was using his job as a credit officer at retailer Harris Scarfe to put himself through a degree in international studies and was happy to do all the sociallyunfriendly shifts – late nights on Thursday and Friday and work throughout the weekend.

His manager encouraged him to apply for the award but he never expected a result. “I’ve never won anything I my life,” Jesse says. “I was sound academically and topped a few subjects at school, but I never really sporty, so never was really a super high achiever.”

It was his focus on the international arena – combining his knowledge of credit with an understanding of the need for micro credit in Third World countries that

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

eventually won him the award. He saw the connection between his work and his intended career and the judges awarded him accordingly.

“Lending poor entrepreneurs small amounts was about helping their communities to thrive,” he says.

“In these poor countries allowing customers to borrow a small amount can bring about very high social benefits.”

Jesse now works for a government agency in the international education sector, and he believes that winning the award gave him a great deal of credibility in his chosen profession.

It marked him out as different and someone with real world skills.

“Credit isn’t always the easiest of work, but it’s good for young people who need to learn and grow with difficult situations. You have to manage situations delicately; make sure the debt is paid – but do it sympathetically and tactfully.”

Jesse was lucky in that Harris Scarfe kept him on after he had won the award in 2008, right at the time the GFC was biting hardest. He was seeking an alternative career in the international arena, but there were few jobs at the time. “I’d tell people interested to go for it, the roles in credit are highly varied and you can apply your skills in so many different industries,” he says. Qualifications are becoming more relevant and credit has the kinds of transferable skills that can be used everywhere, he says: “It will give you mobility in terms of labour. There’s always credit work going, especially in bad economic times.”

2009 WINNER

Maria Schandl National Credit Manager Stoddart Group It took Maria Schandl three attempts to win the coveted AICM Young Credit Professional Award but she has not

AICM History

looked back since. She first attempted it in 2004 and won the Queensland state title. She tried again in 2005 and finally won the national title in 2009.

Winning the state title in 2004 had already opened up many doors for her credit career, and by the time she had won the highest accolade five years later, she was far more experienced and had also worked in the credit field in London.

Maria says winning was not just a “surprise and an honour” but an immediate door-opener. At the very conference where she won it, she was approached about a job as National Credit Manager for the Stoddart Group, a position she took the following year and has grown ever since.

“In 2004 I was just 24 and had absolutely no management experience,” she says. “But by the time I won the nationals I had completed my Diploma in Credit Management through AICM and was already managing a team of six.”

Maria says winning both awards, and staying in close contact with the AICM for the past 13 years has meant great continuity in her career. She has spoken at state events, at national conference and has also judged the YCP award at both state and national level.

Maria says many graduates tend not to think of credit. “It’s one of these

unknown jobs you wouldn’t think of electing at school – most people don’t even know what credit is,” she says.

“But if someone is unsure about a career and is interested in the accounting-commerce-business realm, credit is an excellent way to start from the ground up. It’s key to how a business runs and from it you can easily expand to other areas of the business world.”

Maria has remained involved in the industry: “Any career where you love what you do is a good one. That’s not to say it all goes perfectly all of the time. But I do think you take it to a different level when you really enjoy it.”

Maria runs an expanding team of nine at the Stoddart Group, one of the country’s leading suppliers and installers of products for the residential building industry.

“Since I took the job in January 2010, the role has broadened and developed. I find myself not just doing my job but consulting to other parts of the group.”

2010 WINNER

Gregg Odlum Support services manager, Finance & Administration

“There was too much money overdue. The customers were paying when they wanted and were not complying with payment terms. It was having a serious impact on cash flow and I had to do something about it.”

The gap between the credit and sales divisions was at that time unfathomable. “The sales people feared that every time we called a customer for payment, we would damage the relationship,” he says.

His challenge was to explain to sales that his division could enhance sales support, not damage it.

Gregg’s decision to apply for the Young Credit Manager of the Year award was partly inspired by his belief that credit needed to improve the way it worked within a business and partly inspired by a nudge in the right direction by an AICM member working at Dun and Bradstreet.

“The question for me was how do we make the credit function more important? It meant weekly phone calls with key business people, an understanding of the challenges collections faced, and how its operations impacted on the entire business.”

In the seven years since winning, Gregg has now moved into the shared services arena and is now not only controlling Ecolab’s credit division, but also the firm’s accounts receivable, accounts payable, customer services,

Gregg Odlum cites winning the AICM Young Credit Professional Award in 2010 as a prime influence in overcoming the hardest pressures of the credit industry.

Gregg arrived at industrial cleaning chemicals company Ecolab in 2009, and was asked to turn around a back office function of the company into a business unit that actually had a positive impact on the company’s bottom line.

Part of his initial role at Ecolab was to raise the profile of the credit division, which had “fallen on hard times” and become irrelevant. “Credit was in the dark ages,” he says.

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

15

AICM History

billings and transactional finance business.

Gregg says that one the benefits of winning the award was not confirmation of his turnaround efforts, but the plethora of advice which became available to him.

“When I travelled home after winning the award, I was with a senior AICM board member and I learnt more in an hour with him than with anyone else. I was being taken seriously,” Gregg says.

He has since a coterie of people he can now bounce ideas off to help him in his job. “The award gave me credibility and it gave me respect.” he says.

2011 WINNER

Maree Kairl Senior Credit Consultant National Credit Insurance (Brokers) Pty Ltd

Maree Kairl is one of the many winners of the AICM Young Credit Professional Award who says the experience changed her view not just of the industry, but the larger scope of roles which the profession has to offer.

As the 2011 national winner, she was pleasantly surprised when she won it. She puts her winning down to

16

preparation and sound knowledge of her presentation topic.

It was a turnaround in her thinking. This was an industry which did more than simply chase collections and enforce payment terms. “I immediately noted and appreciated the network of AICM members, which encompassed much more than the trade credit insurance role I was in.”

“The AICM is an institution whose members share their experiences and knowledge of credit to younger members and I was a direct beneficiary. I attend and promote the AICM events and always recommend that some of my younger colleagues, who feel they are capable, should attend the events and also apply for the YCP Award.”

Maree, aged 28 at the time of winning the award, appreciated that her employer, National Credit Insurance Brokers (NCI), was supportive throughout the process.

This initially required a question/ answer interview (with a panel of judges) to win the state award and a question/answer interview and full power point presentation for the national judges. Maree’s choice of topic for the presentation was ‘Effective debtor management’.

Maree has been working at NCI, a specialist in trade credit insurance, for the past eight years. Maree understands its importance in the business world – that even the most rigorous and disciplined credit management inside a business can never fully cover all debts.

The advantage of trade credit insurance, she says, is that a bad debt reserve can never replace the monies lost by a business. Trade credit insurance, by contrast, can actually make up for it.

Maree recommends any proficient young professional to reach for higher ambitions and that the award is one positive way of doing so. “Credit is a vibrant and fast-paced industry.

Opportunities are endless and I have

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

made wonderful connections and lifelong friends. I enjoy networking and educating clients regarding trade credit,” she says.

Maree has become a mother to two daughters since winning, but this has in no way harmed her career prospects.

Last year Maree was promoted from credit services consultant to senior credit services consultant, within the limits team at NCI. The role provides extra responsibilities in addition to a hectic portfolio.

2012 winner

Nick Pontikinas FP&A and Collections Manager Boart Longyear

Nick Pontikinas would have to be classed as a true survivor of the credit industry, having watched his team whittle down to just himself as the mining boom took its toll on his business.

Nick, 32, is the only credit manager left standing at the Australian subsidiary of mining and drilling company Boart Longyear, which is treading water amid the mining services downturn.

When he arrived five years ago, he was in a team of five and he believes that winning the AICM

AICM History

Young Credit Professional Award in 2012 was probably the reason he was never shown the door. In the early days, the award set him apart from others and it may be why he survived the culling across the company. “The company probably recognised the potential I might have had and thought that I might add value in future,” he says.

He now describes himself as not the only credit employee at Boart Longyear but “half a person in credit”. His duties also include management accounting for the company’s maintenance division as well as treasury roles.

These roles also extend into Asian responsibilities.

Nick doesn’t want to go into the company’s troubles – most of which have been well documented – only to say that the simple explanation was that it was “over-leveraged at he wrong time in the mining cycle”.

The award was unexpected and opened his eyes to an industry which he realised was broader and more diverse than he had realised. Prior to winning the award he believes had been operating “inside my own little bubble”.

“I was totally shocked and surprised. After winning the award set in, I felt a fair bit of pride, that this was a great accomplishment. I really did begin to think that I do belong in this area.”

Nick is still heavily involved in AICM activities and sits on the local South Australian council. He says graduates looking for opportunities need to understand that the business is more than just cold calling and collections. If done properly it can work in sync with sales and become a positive asset for a business.

Nick says he has been offered other jobs, but prefers to stay where he is. “I’ve now been here for more than six years and at some point the opportunities will open up. I feel like I’ve come this far and should stay loyal.

“We’ve ridden the cycle down together. I hope I’ll be there to the ride the upturn.”

2013 WINNER

Balveen Saini Solicitor BBW Lawyers

Balveen Saini was the 2013 recipient of the AICM’s Young Credit Professional Award. “Preparing for the award was nerve wracking but rewarding. I devoted a lot of time and effort into the program which was well worth it in the end. It was amazing how much I learned in such a short period of time.”

Balveen says becoming a national finalist for the award really helped broaden her understanding of credit.

“All of a sudden I was introduced to an array of professionals who perused different career paths, but fell under the credit umbrella.

Additionally, I had all these resources available at my disposal, which I previously didn’t even know existed.

The president, vice president, judges and other members of the AICM offered up their free time to assist and mentor me,” she says.

Balveen was completing her law degree when she won the award.

“At the time, although I was working in credit, I was concerned about how I would be able to use this experience and exposure in my career as a lawyer.

“Having won the award, and meeting a lot of the people in the industry, it made me realise how valuable it is to be a part of it,” she says.

“It has provided me with opportunities that have put me ahead of the game, and in an already competitive and cut throat market place, I feel as though it has given me a significant competitive advantage.”

Today, many of Balveen’s clients are referred from credit departments.

“Because I have credit experience I am better able to understand my clients’ needs, deadlines, restraints, restrictions and the challenges they face from internal and external stakeholders.”

Balveen encourages anyone thinking about a career in credit to consider it as a career path.

“Give it a go and immerse yourself in it, because the opportunities are endless. There are professionals from many different disciplines who are working in credit, so there’s a lot of choice in terms of career progression.

It’s limitless, really.”

Balveen has been employed as a solicitor at BBW Lawyers for the past three years, focusing on commercial litigation, insolvency and recovery work.

“Much of my work comes from organisations with credit departments needing advice on contracts and agreements they are about to enter into, or from accountancy firms in personal or corporate insolvency. So I use my understanding of credit in my role on a daily basis.”

Her close association with the credit sector has helped her achieve this and she intends to continue her relationship with the industry as her career develops.

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

17

AICM History

2014 WINNER

Anna Golubeva Financial Analyst Hilti (Aust.) Pty Ltd

Anna Golubeva says winning the AICM Young Credit Professional of the Year Award in 2014 was one of the best experiences of her life.

“When I was on the stage, the audience fully supported me and I felt engaged with every single person in that audience. If someone had told me I would win the award after having been in the country for just for one year – I came to Australia from Russia in 2013 – I would not have believed them. So it was just amazing.”

Anna worked in credit and collections for eight years and is passionate about the credit industry.

“There are so many knowledgeable and inspiring people out there and you can learn from each one. The AICM plays a very big role in the credit community.”

She was looking after a team of seven people when she won the award, having started in a credit manager role in July 2014. Developing and coaching the team was one of the aspects of her role she enjoyed most.

During her time as a credit manager she implemented a number of important projects in the business.

These included a customer loyalty strategy for finance, as well as electronic statements and payment reminders. These initiatives have increased productivity and lowered costs.

Anna has also held a position on the AICM board as a NSW divisional council member. “Seeing how the AICM is run and being involved in organising networking events has been very valuable,” she says.

In October 2016 Anna moved into a financial analyst position. “After eight years in credit it was time for me to move on and develop myself.

I want to learn new things within finance.”

Her current responsibilities include preparing rolling forecasts and reports for management, liaising with stakeholders on a daily basis and coaching the sales force on how their performance impacts the company’s financial results.

Anna encourages anyone thinking of working in credit to explore this path.

“It’s a great industry with many knowledgeable and passionate people. There’s also lots of choice in the industry. If you have strong communication skills and love talking to people you can be credit controller. If you’re more technical you can go into risk assessment or risk management and work with a system to introduce improvements and create more efficient processes.

“If you have a desire to achieve outstanding results and coach people you can aim at being a manager.

There are many other areas where you can develop yourself within the credit industry. The most important thing is to choose something you’re passionate about,” she says.

2015 WINNER

Tate O’Connor Customer Integration Manager Dun & Bradstreet

Tate O’Connor wasn’t expecting to win the Young Practitioner of the Year award in 2015.

But he relished the experience, especially the opportunity to spend a week getting to know the other candidates, which was part of the lead-up to the awards announcement.

“All of the finalists had incredibly strong credentials,” he says.

The opportunity to expand his network, and hear many different views on the credit industry, were some of the benefits of winning the award.

Tate was working as a data analyst when he won the prize, and subsequently accepted a management position with Dun & Bradstreet.

This has given him the opportunity to broaden his understanding of third party collection, as well as developing a long-term business strategy and having the opportunity to work with bigger clients.

“I have gone from being very

To find out more about the Young Credit Professional of 18

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

AICM History

hands on with a number of projects and processes to working more in a leadership position with the opportunity to pass on my knowledge.

Being able to foster that learning environment has been an enjoyable transition for me,” Tate explains.

Given his own positive experience, he would encourage other young people to consider a career in credit.

“It’s an expanding industry. If you are currently in the credit industry, there’s a good chance that you have an opportunity to develop a valuable skill set. It’s an industry where people are looking to do things in a smarter way.

“It’s an evolving industry that has significant opportunity and a unique set of people and data sets within it. Working in the credit industry is challenging, but because it’s an evolving field it is really exciting too,” he adds.

Tate encourages other young practitioners to enter this award.

“I was surprised the judging process was more a discussion than a panel interview. It was a really good opportunity to have conversations with people outside of my usual employment about things I was genuinely interested in. It was great to realise other people take an industry interest, as I do too.

“Entering the award wasn’t overbearing or imposing, it was an opportunity to talk about my goals and five-year-plan, as well as think through questions I hadn’t thought about before,” he says.

Regardless of the outcome, Tate says entering the award is an enjoyable and eye-opening process.

“It’s incredibly useful for people under the age of 30 to put themselves in that environment and test themselves and ask questions they may not have the opportunity to pose on a day-to-day basis. There’s huge benefit to being part of this,” he says.

2016 WINNER

Fiyona Kidenya Collections Manager News Corp Australia

Fiyona Kidenya is the 2016 Young Credit Professional of the Year. She was elated at being named as the award winner.

“I am so excited to be a part of the industry and recognised for the work I’ve done,” she says.

For Fiyona, winning the award prompted a sense of responsibility to continue to do well and mentor other young credit professionals.

“I was at a fork in the road when I won the award. It opened my eyes in terms of how big, dynamic and diverse credit is; and this in turn reinvigorated my passion for the industry,” she says.

Since winning, Fiyona has been very heavily involved in the Young Credit Professional of the Year program.

“I’m in charge of scoping the new young credit professionals going through at the state rounds and mentoring them through that process, which has been absolutely great. I’m also co-opted onto the AICM’s council

and actively contribute to initiatives it runs.”

Coordinating and participating in events, she has also been given the opportunity to speak at a trivia night to promote the YCP program.

“The Young Credit Professional award gave me a platform to progress in my career,” says Fiyona. She has subsequently moved from a role as a collections team leader to a position as a collections manager.

“In terms of developing other people, it has allowed me to pinpoint areas in which my team requires development and make sure the up-and-coming people I’m mentoring are worthy competitors going to the YCP program,” she adds.

Fiyona’s advice to other people starting out in credit is to keep your options open and be as agile as possible in your thinking.

“There are so many different roles you don’t really know about when you enter the industry. You gain experience through trying different things. If you get an opportunity to do something different, go for it because the more dynamic and diverse your skillset is in this industry, the further you’ll go,” she advises.

Fiyona also suggests it’s a good idea for young practitioners to make sure they are up-to-date with legislative, procedural, process and technology changes that are the forefront of this industry. “Remain educated and invest in growth and development.”

At the moment Fiyona is collections manager for media firm News Corp. “My work is dynamic and demanding. I have a very young team, with a number of new people to the industry and the company. I’m developing my team to get them to a place where they’re preforming against the objectives the business sets and achieving their career goals.”

the Year Awards visit www.aicm.com.au or CLICK HERE

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

19

Leadership and High Performance

Best practices for engaging debtors experiencing hardship

By Alexandra Cain*

Many of us will face financial hardship in our lives, leaving us unable to pay our bills for a period.

Many people in this situation would like to pay but can’t. So properly engaging this category of debtor increases the likelihood of a positive outcome for them and the business.

Here, we explore best practices for dealing with people and businesses that have defaulted on their financial obligations due to hardship.

Fiona Guthrie, chief executive officer of Financial Counselling Australia, says not being able to pay bills is devastating.

“It translates into stress, health issues and impacts relationships.

It’s very similar for small businesses struggling with cash flow,” she says Guthrie says it’s paramount for credit managers dealing with hardship to treat people with respect.

“It starts with the right culture.

...the idea is to encourage people to contact you. “The earlier people can address financial stress and related issues, the more options they have.”

20

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

Fiona Guthrie Begin with an attitude of what you can do to work with the person.

People stop opening letters because too often they are aggressive and harassing. They are much more inclined to work with a creditor that says they understand that sometimes it’s hard to make ends meet, let’s work with you to help get you back on track,” she explains.

According to Guthrie, the idea is to encourage people to contact you. “The earlier people can address financial stress and related issues, the more options they have.”

Importantly, there is a range of options for dealing with customers suffering financial hardship.

Leadership and High Performance

Sue Fraser Sue Fraser leads Kildonan UnitingCare’s training and consulting team. The organisation works with consumers with complex personal issues, which often include financial hardship.

Fraser says a successful outcome is much more likely when dealing with debtors experiencing financial hardship when the credit team genuinely listens. Part of this involves asking inquiring rather than probing questions.

A probing question is: why haven’t you made payment? In contrast an inquiring question is: has there been some difficulty in making payment? Or: you’re clearly dealing with challenges. What does that mean for how we might work together?

According to Fraser, developing the right practices to deal with customers experiencing hardship is an evolution. “Use action research to help inform how you should work with a customer. Action research is about using information to form the future actions.”

For instance, she says asking for statements of position doesn’t necessarily give creditors the right information on which to base decisions about customers in hardship.

“Instead, get good data by talking to people differently. For instance,

...get good data by talking to people differently... ask at the end of a normal fortnight whether the customer actually has anything left over” you might ask at the end of a normal fortnight whether the customer actually has anything left over,” Fraser explains.

Another useful question might be: if something really dramatic happened and you needed to get money from somewhere, what would you do?

“The idea is to encourage people to problem solve for themselves,” she adds.

Ben McCallum, credit manager for Western Australia’s Water Corporation, has firsthand experience dealing with customers experiencing hardship.

The muted economic conditions in the west have led to a rise in customers experiencing hardship.

As a utility, it’s unsuitable for the

Ben McCallum

organisation to stop providing water to financially stretched customers.

McCallum revamped the way the Water Corporation deals with customers experiencing hardship when he started with the company 18 months ago.

“The first thing we did was look at our policies and processes, which were built around resourcing availability. Many of the processes were manual and we didn’t have enough people to have a really robust, scalable system. Customers would ring our contact centre and all we could offer them was a generic payment arrangement to give them more time and debts continued to grow,” he explains.

The credit team started to explore how it could ensure the customer base is able to service ongoing bills so the debt isn’t growing. It also looked at how it could assist hardship customers with water leaks. Often these people cannot pay to fix the leak, and the use of water subsequently keeps rising, exacerbating the problem.

“We’re trying to be more proactive in our approach. Because if we help them fix the problem in the long run these people will use less of the product and debts become more manageable,” McCallum says.

“From there we have started to explore what flexibility we have with our suite of products to help

“...if we help them fix the problem in the long run these people will use less of the product and debts become more manageable” July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

21

Leadership and High Performance

our customers depending on their circumstances, instead of a one-size fits all approach. It comes down to case managing individual customers and providing them with a solution that can reduce their debt in the long run,” he adds.

Carol Eapen, a financial counsellor with The Salvation Army, explains there’s often a catalyst for why someone is in financial hardship.

This can include ill health, unemployment, moving to look after sick relatives or events like Cyclone Debbie. Working out why someone is in hardship is Eapen’s first step to resolving someone’s financial problems.

“Once we have assessed what we think has gone wrong for them, why they’re in financial difficulties and their capacity to manage on their own, we consider the various options available to them. Whenever possible, our aim is to empower our clients to deal with their own problems,” she says.

Options range from doing nothing to bankruptcy. In the middle of those extremes are other paths, such as short-term financial hardship assistance.

“The most complex negotiations with credit managers occur when the client’s problems are longer term. Short-term financial hardship assistance isn’t enough. But at the same time their problems are not so severe as to mean they can’t pay their debts at all,” explains Eapen.

She says the large banks have codified their hardship procedures, and encourages other financial institutions to do the same.

According to Eapen, problem gamblers are a special category. “You

“Once we have assessed what we think has gone wrong for them, why they’re in financial difficulties and their capacity to manage on their own, we consider the various options available to them.

Carol Eapen can get them to cut up their credit and ATM cards. But ultimately, there is no point in helping until they are ready to give up gambling. This might involve seeking therapeutic help from gambling help counsellors, or other agencies, for the addiction.”

Her advice to credit managers dealing with problem gamblers is to listen to what the financial counsellor is saying and build their recommendations into the approach to dealing with debtors in this category.

Says Eapen: “Once they are committed and engaged in counselling for a few months and

they’ve managed to stay away from gambling and are ready to engage with creditors, treat them the same as any other person.”

Generally, however, she says the challenge for credit managers is deciding when to be tough and when to be flexible. For instance, one option might be to waive fees and interest. The debt suddenly appears more manageable because not every payment is going towards interest, which can encourage the debtor to pay it back.

“They can see they are paying back the principal and if they are motivated, they will keep up with it,” Eapen says.

Credit managers are becoming increasingly sophisticated in dealing with people experiencing financial hardship and this will only improve over time. This will eventually produce better outcomes for people in hardship and the businesses that have provided goods and services to them.

*Alexandra Cain is a freelance finance journalist who has written for many leading Australian and international business publications.

Credit managers are becoming increasingly sophisticated in dealing with people experiencing financial hardship and this will only improve over time.

22

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

LET’S GIVE CREDIT TO GREAT WOMEN IN OUR INDUSTRY

LEARN from inspiring speakers and CONNECT with industry colleagues AT BUSINESS LUNCHES by AICM.

SAVE THE DATE NSW

August 18th

QLD

August 25th

Proudly brought to you by

Premium Sponsor

More info: Call

Supporting Sponsors

1300 560 996

or visit

aicm.com.au

Proudly Supporting

Leadership and High Performance

How to successfully search for a new role and transition into the job 1

Plan out what you are wanting in your career including growth, salary, benefits, location and size of company.

What is the first step I should take to look for a new job?

You need to think about the reasons why you are looking for a new job?

Is this a decision based on an argument with your manager or did you not get the pay rise or promotion you were expecting? Best to search for a new role with a positive mind set.

Plan out what you are wanting in your career including growth, salary, benefits, location and size of company.

Once committed that you are making the right decision update your CV. Make sure you include your main responsibilities and achievements but keep it concise. Most employers and recruiters will only read the first two pages of a CV.

Janine Coppeller

How should I approach a recruiter?

Have your CV ready to go and do some research. Have a look at recruiters that specialise in your industry, Google and job boards can help you with this. I advise to not apply to everything on the internet and make sure it is a role of interest and relevant to you.

However if you are looking to move careers or industries, it is worthwhile to pick the phone up to the recruiter working the role. Unfortunately, if you

By Janine Coppeller*

are applying through a job board for roles which are completely different to your current/last position recruiters will not always call you back as your CV may not show what the vacancy is requiring.

You have already decided you are wanting a new position however make sure you have been clear on the salary from the start. Make sure this is not you trying to get a salary rise when you hand in your notice. Honesty with your recruiter is the best way to avoid disappointment when the offer comes through.

3 zz

2

24

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

Any mistakes to avoid whilst searching for job zz DOUBLE CHECK YOUR RESUME: Make sure all spelling on your CV is correct BE REALISTIC: It is great to have ambition but make sure that your experience matches the requirement and seniority level of the job.

SOCIAL MEDIA: We all like to enjoy our free time but try and keep your profile private and make sure that any public pictures would not be likely to offend any potential future employer.

VOICEMAIL: Keep your greeting message basic and professional.

KEEP ORGANISED: Keep track of where you are applying to. If

zz

zz zz

Leadership and High Performance

applying direct to a company do your research. Get to know their values and what the company actually does.

4 zz

zz

zz

zz

How to have the best interview with a positive outcome?

Research the company and make sure you know the position you are interviewing for.

Do you research on the interviewer, you can find relevant info on LinkedIn. Dress to impress. Unless you are told to wear casual then always wear corporate and be well groomed. If you smoke try and not attend an interview straight after having a cigarette.

Make sure you know where you are going. Give yourself plenty of time. If you can, request the time of day that is best for you.

If you are a morning person try and aim for a morning interview.

Make sure you tell your recruiter this kind of information. We want you to feel positive and at your best.

Should I get the job, how can I resign and still keep a good relationship to my previous employer? zz REMAIN PROFESSIONAL: This can be hard if you are friends with your manager however try to remain professional. Resign face to face in the work place, ideally with a formal letter to hand out. zz PREPARE: It is a good idea to prepare some key points summarizing why you decided to move on and try to anticipate your manager’s objections to be able to respond appropriately. zz REMAIN POSITIVE: On the day stick to the facts on why you are leaving such as career growth etc… and try to keep things positive to leave in the best conditions possible. zz DO THE RIGHT THING by your current employer and work colleagues. Stick to any restrictions in place and do not be offended if you are asked to leave straight away. zz SIGN YOUR NEW CONTRACT FIRST: Do not resign unless you

5

have signed the contract with your new company. zz COMMUNICATE: Keep your recruiter updated with and ask for any advice on how to do this.

Communication is key.

Would you have any advice on how to smoothly transition from my previous role to my new role?

First days can be daunting.

Be prepared, make sure you know your start time and arrive 10 minutes early.

Introduce yourself to co-workers if you have not already been introduced. Start to build relationships within the business and get to know the company culture.

During the first three months in a new role, most things are new and you will come across some obstacles.

Stay positive, anything you are unsure of speak to your line manager.

6

*Janine Coppeller Manager, Sharp & Carter Ph: (02) 8315 8804 or (02) 8315 8800 Email: jcoppeller@sharpandcarter.com.au www.sharpandcarter.com.au

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

25

Credit Management

things credit managers regularly do

By Kirk Cheesman*

After spending over a quarter of a century dealing with credit managers, you see all the good (and not so good) things credit managers do.

There are the standard set tasks of a credit manager such as credit assessment, processing, collecting monies and supporting their business overall. However, I’ve observed some smart, and not so smart things credit managers regularly do, see my list:

5 Smart things:



Training the sales team – the credit team definitely functions much better when the sales team are on board with good credit management practices. Simple elements such as identifying the correct legal entity of who they are selling to, raising the subject of credit as part of the negotiations and acknowledging that a sale isn’t a sale until paid for, goes a long way to improving the credit process and building a strong relationship between sales and credit.



Kirk Cheesman

26

They meet with clients – business is a ‘people game’ and this does not exclude the relationship that client should have with their suppliers credit teams. Building a good rapport (face to face) allows credit managers to have an ‘awkward discussion’ (if needed) regarding late payments or understand their business better to help them through

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

seasonal trading conditions. The clients are likely to tell you more if they have a personal attachment.



Conduct annual credit reviews – I don’t know how many times an insolvency occurs and I hear “but we’ve been trading with them for years and they’ve never skipped a beat”. Constant review of a customer’s capability to pay should be done on an annual basis as a minimum requirement. Owners, shareholders, funding levels, losses, profits, products and markets change on a constant basis and a small change in one of these elements may have a great effect upon your clients ability to pay.



They monitor their customers against adverse information – as an extension from annual reviews, having a ‘third eye’ on your debtors through a monitoring tool can help with early alerts in your ability to react to potential non-payment. There are many tools in the marketplace such as bureaus, mercantile agents and unique databases which can support third party alerts.



They seek security – I realise that in many industries, seeking security from your customer may reduce your competitive edge.

However seeking personal guarantees or registering your security interests on goods supplied, may allow your business to provide more ‹free credit›

Credit Management

to your customers, plus may assist your business in getting paid before others and gain recoveries in the event of an insolvency.

5 not so smart things:



Extend terms – terms of payment or deadlines for payment are a condition in the contract of sale. So why is it ok for customers to continually ask to pay later? Yes, of course there will be circumstances from time to time which justify extending credit.

However, this decision should be made with an informed view.

Extending terms for the time to pay without further reviews supporting a higher credit limit, is placing your business at risk. Normally these decisions are taken in haste with increased pressure bearing down from an “excellent new sales opportunity” or “I know they’re good for it, give them a couple more weeks”.



Don’t listen to their ‘little person’ – if your little person in your head is telling you “something is fishy” about a credit assessment, there probably is something fishy about that credit assessment. It is too late in hindsight for the credit team to say “I knew there was something not right about this business”.

Extending terms for the time to pay without further reviews ... is placing your business at risk.



They fail to keep up with the times – being a credit manager is no different from being an accountant, lawyer or other professions where legislation, conditions and new tools change. Therefore, consistently stay informed with updated or new legislations or tools to help you manage credit. Not only will this save potential issues into the future, but it could also save time and money with new practices available in the credit industry. A typical way of keeping up to date is joining a credit professional body, attending conferences or industry workshops.



Let sales staff override their decisions – Most sales managers have an incentive to make sales.

Therefore why would their ‘conflict of interest’ be allowed to override an impartial, rational credit manager’s position? I’ve seen companies only pay sales incentives once monies have been collected, not purely just on when the sale is made. It changes the sales teams attitude!

Mendelsons National Debt Collection Lawyers provide FIXED PRICE FULLY INCLUSIVE legal action for all Australian states and territories and also provide FIXED PRICE FULLY INCLUSIVE legal enforcement action (including garnishees in all states, bankruptcy and liquidations).



Give problem payers second (or third!) chances – history shows that customers who are consistently poor payers have issues beyond just poor cash flow. When businesses cannot pay on time, there may be management issues, capital issues or just pure disorganisation of the business which will eventually come to a head. After spending extraordinary amounts of time, money and sometimes lengthy legal action, why do credit managers then give business a second (or more) chance?

Credit management, credit managers and the credit team are a critical part to a business. There is no point working so hard on developing products, marketing those products, selling those products, never to be paid.

*Kirk Cheesman is the Managing Director of National Credit Insurance (Brokers) and has been working in the credit industry for over 25 years.

Mendelsons Lawyers are a subsidiary of www.mendelsons.com.au info@mendelsons.com.au Contact our Client Services Team on 1800 641 617 Across Australia

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

27

Credit Management

What is a credit limit?

By Paul Burgess*

What if there was a way to reduce risk and increase sales at the same time? Who could be positioned in an organisation to accomplish such a task? Such a feat?

I have recently run a series of presentations at Steelforce Australia with the theme, ‘What is a credit limit?’ The presentations sought to show the very strong link between the application of risk control and increasing sales, to deliver ‘Sustainable Sales’. Yes, every organisation wants to sell as much as they can for as high a profit as they can, as this speaks to profit and of healthy financial status.

Longevity. However, if this is to the detriment of the customer, than it is self-defeating.

No longer is the credit limit the amount we are prepared to lose, but it is the amount of sales we are prepared to give to a customer to support them being a customer for a longer period of time.

Paul Burgess

28

Adding in one more variable to the profit seeking equation, time, builds further on the profit seeking principle and lowers the risk of it being self-defeating. That is, sell to a particular customer for a longer period creates more profit over time.

Not a new concept. However, enter stage right, credit limits.

Traditionally, we talk about credit limits being the intersection of sales and risk, a way to guarantee a reduction in loss when it happens, and a way to ‘control’ the beast, the sales

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

rep. However, if we reframe our view of the credit limit to understand how it is fundamental to the concept of ‘sustainable sales’ then we broaden the catchment.

If we look at a credit limit as the intersection of the maximum amount of expected sales to the minimum level of risk tolerated, and we add as a risk factor how much the customer can sustain in purchases, we feed directly into the concept of ‘sustainable sales’. No longer is the credit limit the amount we are prepared to lose, but it is the amount of sales we are prepared to give to a customer to support them being a customer for a longer period of time.

This puts a different complexion on the credit department’s view of the credit limit, the risk factors associated with a customer, and the efforts of the sales rep. The credit department becomes a supporter of profit through recognising the impact of credit granted instead of simply a loss prevention department (although this does not take away from this very important role).

Being able to support profit, and dare I say it, use credit limits to both reduce risk and increase profit through ‘sustainable sales’ simultaneously, the credit department moves out of the traditional cost centre role and into the realms of a profit centre. It is no longer a necessary evil but a valued business partner.

This concept blurs the traditional lines between sales and credit, and brings credit out of the mid/back office and to the front office. I am seeing far more credit staff out meeting with customers face to face,

Credit Management

not on collections calls, but on relationship building calls. This relationship provides the credit department with the ability to not only collect debts due now, but to set up a pattern of good payment behaviour over a period of time. It allows the credit manager to gain valuable insights into the heart of the customer’s business, and builds on knowledge that previously was attained second hand. It fills the gap between financial reports and today’s reality.

Through the process of presenting ‘What is a credit limit’ to the Steelforce Sales staff, it has enabled

a sharing of knowledge between the two departments and gives the sales staff the tools to reframe their own thinking to a more holistic view of the business/organisation. ‘Sustainable sales’ becomes a shared goal, and this only has beneficial impacts on the organisation as a whole. As a bonus, when a sales rep is approaching a cold call, they benchmark the potential new customer against the ‘sustainable sales’ concept and can make a preliminary credit or no credit decision before presenting this to the credit department for risk analysis and credit account authorisation.

At the very least, creates a point of discussion that is not combative but constructive. It stops being a yes/no conversation and becomes a ‘what can we do’ conversation.

I get excited by the prospect of the future for the credit world, where recognition of the valuable impact this function has on the organisation will be given freely. It is an exciting time to be involved in credit, and I constantly feel honoured and privileged to be a part of this profession.

I am hoping more credit departments explore the concept of ‘sustainable sales’ with their sales teams and get involved in building relationships.

Where can we be in 5 years? 10 years?

*Paul Burgess BBusCom CPA MICM FAIM National Credit Manager Steelforce Australia Pty Ltd

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

29

Legal

Establishing insolvency – not a foregone conclusion

By Jeffrey Brown*

Jeffrey Brown

30

A recent decision in the Supreme Court of New South Wales serves as a timely reminder that a liquidator must jump through all of the procedural hoops before he can establish that a creditor has received an unfair preference payment.

In Shaw (as liquidator of ACN 166 338 138 Pty Limited) (in Liquidation) (formerly Structural Projects Pty Ltd) v KPR Recruitment Australia Pty Limited [2017] NSWSC539, the Court considered a claim by a liquidator that a creditor of the company in liquidation had, in the six months prior to the company being wound up, received a payment from the company that gave it an unfair preference over other creditors. In such circumstances, the Corporations Act (“the Act”) provides for the liquidator to seek an order that the creditor in question repay such monies for the benefit of all unsecured creditors.

In the present case, the liquidator had little difficulty in establishing that the creditor had received payments from the company in the six months prior to the company being wound up. However, it is an additional element of any unfair preference claim that the liquidator must prove that at the time that the payment transaction is entered into the company is either insolvent, or is rendered insolvent by the transaction (Section 588FC of the Act).

The liquidator here had received

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

almost no assistance from the directors of the company in obtaining financial records which might have gone some way to establishing the solvency of the company. Consequently, the liquidator attempted to rely upon a presumption of insolvency which is available in certain circumstances where a company fails to maintain adequate books and records. As the Court pointed out however, a presumption of insolvency on those grounds is only available where the creditor that received the alleged unfair preference is a related entity of the company in liquidation (Section 588E(7) of the Act).

His Honour Gleeson AJ went on to voice concern that, when faced with the lack of assistance from directors and officers of the company in liquidation, the liquidator did not utilise other available sources of information relevant to the company’s solvency. Such sources could have included banks (statements are usually obtainable by a liquidator from a bank) and the other parties to large transactions entered into by the company (again, such information is usually within the scope of the liquidator’s powers to obtain documents to assist him).

The case sets out a very useful summary of the principals to be taken into account when seeking to prove on a balance of probabilities that a company is insolvent. His Honour

Legal

drew attention to the recognition by the courts of the commercial realities that should be taken into account by a court in assessing a company’s financial position. Quoting with approval from Southern Cross Interiors Pty Limited (in Liquidation) v Deputy Commissioner of Taxation (2001) 53NSWLR213 His Honour pointed out that: “An assessment of solvency requires regard to commercial realities when considering what was resources are available to the company to meet its liabilities as they fall due, whether resources other than cash are realisable by sale or borrowing upon security, and whether such realisations

are achievable. It is proper to have regard to the commercial reality that, in normal circumstances, creditors will not always insist on payment strictly in accordance with their terms of trade, but does not result in the company thereby receiving a cash or credit resource which can be taken into account in determining solvency.”

His Honour declined in the present case to grant the liquidator the orders that they sought, on the basis that he was not satisfied that he had established on the balance of probabilities that the company was insolvent when the creditor received its payment.

The case serves as a timely reminder: zz Firstly, to liquidators to ensure that they undertake the task of establishing solvency with a high degree of rigour; and zz Secondly, to creditors who face a claim for an unfair preference payment to ensure, before they make any concessions to a liquidator, that they are satisfied that the liquidator is able to establish insolvency at the time they received the alleged preference from the company.

*Jeff Brown Chairman of Matthews Folbigg Lawyers and Principal in the Insolvency, Restructuring & Debt Recovery Group.

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

31

Software & Technology

Pathways to growth: Digital disruption

By Robert Samuel and John McInerney*

Robert Samuel

John McInerney

32

In a global environment marked by uncertainty, complexity and swift change, success stories feature the disruptors: businesses that have shaken up their industries, either through innovative products and services or by streamlining systems and processes.

As we seek payment from customers – dramatic changes in customer fortunes are becoming more likely. Disrupters like Amazon entering the market can change whole industries almost overnight.

How can we take an educated view on how a customer of client might be prepared for such disruption?

A recent Grant Thornton survey shows a clear correlation between successful managed growth and the smart use of technology.

Many businesses remain exposed – reluctant to explore the possibilities an integrated technology platform offers. Having guided many mid-size clients through their technological journey, it’s clear to us that successful businesses leverage technology to strengthen their operational core and, ultimately, drive innovation. The path to

embracing a digital transformation is marked by great choices, a singleminded focus on the customer and a strategic outlook. Businesses aiming to consolidate their technology infrastructure and to align their IT investment to business objectives need to develop a new mindset: they need to move from disrupted to disruptor.

Aligning organisational capabilities with customer expectations Fast-growing businesses use technology to better serve their customers. In this data driven age, this could look like striving to understand and predict their customers’ actions and expectations, translating them into a seamless, frequently individualised service experience and reducing the risk of default. This is where technology fundamentally disrupts traditional modes of customer service, with the right platform ensuring consistency highly manual tasks become automated and information driven allowing staff to engage with their clients in more meaningful ways.

“Using digital channels to test the market and determine an optimal investment plan is not only cost-effective resource allocation; it’s smart use of technology.”

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

Software & Technology

HOW WELL-ALIGNED IS YOUR TECHNOLOGY STRATEGY TO YOUR BUSINESS STRATEGY?

DOES YOUR ORGANISATION HAVE A TECHNOLOGY STRATEGY?

Start with strategy It’s no longer an option to leave technology choices solely to the IT department or an executive who ‘understands computers’. With technology critical to future growth, it’s time for boards and C-suite executives to lead their business’ digital transformation, rather than rely on their IT department to lead innovation piecemeal.

Beginning the dialogue, companies need to define a clear strategy that aligns business goals and technology

requirements, with choices guided by a customer-centric approach rather than a technical checklist.

The following are key to this technology blueprint: zz An understanding of customer and business requirements and the IT investment necessary for businesses in the credit industry to grow and succeed. zz A clear view of the technology already in place and of what is still required to support the strategic goals. zz An achievable, costed and governed plan.

In a recent survey conducted by Grant Thornton, only 66% of mid-sized respondents possessed a technology strategy. Worryingly, only two thirds of those believe their technology strategy is aligned with their business objectives. Closing this gap is critical to achieving sustainable growth.

Building a technology platform that delivers With the blueprint completed, the next step is to consolidate existing technology infrastructure and implement an integrated platform that can deliver a consistent customer experience. Decisions will need to be made regarding the necessary

ROADMAP: TURNING TECHNOLOGY INTO A COMPETITIVE ADVANTAGE

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

33

Software & Technology

Credit companies are embracing robotic process automation and debt collection.

DISRUPTION ALERT – CREDIT MANAGEMENT PROVIDES OPPORTUNITIES TO DISRUPT! Why: It’s largely a routine activity performed pursuant to predefined timeframes with a vast increase in available knowledge about creditors business being publically available

software, applications and processes that will deliver: zz Foundation tools that drive efficiency across the business, like core customer, financial and reporting business applications. zz Additional specialist, integrated credit applications that may be required. zz Technology that supports a better way of working. For example, a state-of-the-art forecasting tool will provide less-than-accurate results if operated without the proper training and changes to process required.

How: Use technology to pick up risks in collection patterns 1. Identify delinquent or near delinquent accounts, such as failure to pay within terms or breach of credit limit.

2. Prioritise accounts that need attention by value of outstanding debt and history of payment.

3. Classify customers who either can’t or won’t pay by {{ internal sale volume data to predict industry trends {{ check external credit reporting agency databases for adverse notices {{ Check web for peaks in staff turnover through LinkedIn; negative news and customer feedback on news, review sites and apps, eBay and other channels for indications of too much excess stock being remaindered.

4. Deliver a suggested contact strategy tailored for each account.

Benefits: zz Timely response to delinquent account management and reduction in bad debt zz Improved accuracy and reduction in processing time, cost and errors zz Staff time freed up to focus on strategic value-add activities

Key Consideration: Proper planning and implementation of risk management protocols established from the outset will mitigate deficiencies in the quality of decisions made by the automated system.

Digital disruption and optimisation While delivering a seamless, multichannel customer experience and disrupting their industries may appear a fantasy to some mid-size businesses, for others it’s become a successful reality. Credit companies are embracing robotic process automation and debt collection.

These businesses are able to pick up substantive warning signs (e.g. payments from alternate sources, inability to obtain finance) that assist them in responding to the risk of default or customer loss. With the foundations laid and their technology base strengthened, companies are ready for the next step: a multichannel approach that delivers a unified brand experience. By now digital is no longer a feature of the proper training and changes to process required business model; it’s become organisational DNA.

Opportunity: Its more than simple cost reduction – Grant Thornton can help tailor a solution to do just that but to also improve customer advocacy, retention and revenue.

*Robert Samuel Partner, Technology Advisory and *John McInerney Director, Financial Advisory

Future view:

Grant Thornton Australia Limited ABN 41 127 556 389 Liability limited by a scheme approved under Professional Standards Legislation. Liability is limited in those States where a current scheme applies.

Researchers are looking at using blockchain technology to share live creditor history anonymously between businesses to increase the likelihood of picking

34

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

Software & Technology

Is automated debt collection the future?

By Adam Stewart* Following the recent debacle of Centrelink’s controversial new automated debt recovery methods, I thought it might be timely to consider if this is really the way to go in the future? Or should we still be going for the personal touch?

The answer for you, in your current role, will depend on such factors as the volume of debts you have, how complicated they are, whether they are disputed and the size of your debts.

My feeling about whether or not automation is the future, is, resoundingly, yes. Using the Centrelink example again, Social Services Minister Christian Porter, says that the automated debt collection system put in place raised well over $300 million, from 169,000 letters sent.

Automated debt collection in inevitable. It’s already happening now, within larger debt collection agencies such as Debt Recoveries Australia,

Adam Stewart

who utilise a fully online, web-based portal that automatically sends sms, makes calls, sends emails and letters.

Most large debt collection agencies are already utilising automated debt collection systems, coupled with large out-sourced call centres, to handle volume recoveries. I believe for a debt collection agency to provide a good service and a good recovery rate, we have to be automated. There is no choice. If you haven’t yet got any automated systems in place yet for your in-house collections, now is a good time to start.

Benefits of Automated Debt Collection There are many benefits to automating your in-house collections.

It may appear daunting at first, one of the most significant and immediate benefits to automation is a shift away from the clerical tasks associated with collections and towards the most important value-added time spent working with customers.

Automation removes the need for spreadsheets, makes it easier to maintain consistent communication, send invoices quickly, provide fast follow-up and calculate and analyse kpi’s.

Collection automation eliminates many of these clerical tasks or at a minimum simplifies the tasks, enabling the collector to focus more energy on phone calls and follow-up activities.

It is not unusual for a collector’s productivity to double, triple, or even quadruple after collection automation is in place.

One of the most important benefits of automation programs is the availability of data and information

within the system. Because this data is at everyone’s fingertips, they can be more responsive to customers during their phone contacts.

Value Add for your Company Automated debt collection systems will add value in four key areas.

1. Processing efficiency. Automated solutions improve KPIs and free up time for you.

2. Lower Costs. Automating manual tasks enables you to handle a greater volume of work and concentrate on other tasks.

3. Enhanced Visibility and Control.

Real-time access to complete accounts receivable details and supporting electronic documents facilitates workflow, reporting and analysis by eliminating the need for physical records.

Automated solutions also allow you to better monitor employee activities and adjust workflow and account assignments to ensure performance goals are being met.

4. Adherence to Compliance Requirements. Automated debt collection reduces inaccurate information caused by human error.

Do your homework and don’t rush the process. In the end, when the system is in place and your in-house debt collection process is humming along like a well-tuned machine, you will be glad you automated.

*Adam Stewart Debt Collection Expert and owner of Debt Recoveries Australia and ADC Legal Mobile: +61 403 429 951 Skype: debtrecoveries www.debtrecoveries.com.au www.adclegal.com.au

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

35

Privacy

Privacy issues to consider

when managing personally identifiable information with data suppliers

By David Johnson*

David Johnson

36

Why should you care about privacy in dealing with a data supplier?

Privacy is a topic that is typically at the forefront of most commercial discussions since 2014 when the new APP Guidelines (Australian Privacy Principles Guidelines) came into effect.

For businesses like our own, privacy is always an important consideration because we manage large consumer databases. We must confirm that the use of data from any database must be compliant with the Privacy Act before we can consider adding it to any of our data quality products. This is why we focus primarily on databases that are publicly available and databases that have very clear privacy statements regarding the use of the data.

If you belong to an organisation that stores and manages a consumer customer database, the polices that are adopted when managing the database are critical to ensuring that you operate within the Privacy Act. The Privacy Act can be quite complicated depending upon your organisation and its imperatives.

The purpose of this article is not to provide you with advice regarding how to manage your own privacy obligations, rather to assist in

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

equipping you to be able to ask the right questions when dealing with information companies like our own.

Our product offerings can be used to enhance, correct, de-duplicate, and append additional information to B2B and B2C customer files using the reference databases that we manage. This capability provides you with a convenient and extremely costeffective mechanism for resolving your obligations under APP 10 – Quality of Personal Information, which requires entities to take reasonable steps to ensure that the personal information it collects is accurate, up-to-date and complete. However, it also raises risks and concerns around what will happen to that data when you disclose it to your supplier and whether the data being referenced can be used in accordance with the Privacy Act.

How will the supplier use your personal information?

If personal information that you have collected for the purpose of managing your business imperatives finds its way into another company’s database, then you will be in breach of APP 6 – Use or disclosure of personal information unless you disclosed that you would use the information for this purpose (which is not likely).

Privacy

Unfortunately in recent times it appears that some data suppliers are increasingly using their customer data files for the purpose of enhancing their own. This data is then on sold to the rest of their customers. In an increasingly competitive market place where match rates are king this becomes an attractive business proposition because it bring into play many records that legitimate operators cannot use.

Ultimately if you discover that your customer data has been disclosed in contravention of the Privacy Act then you have a data breach on your hands. The office of the Australian Information Commissioner has a document that outlines the steps that you should take once you have realised that this has occurred https:// www.oaic.gov.au/agencies-andorganisations/guides/data-breachnotification-a-guide-to-handlingpersonal-information-securitybreaches.

Are the supplier data sources privacy compliant?

The next issue that you need to think about is whether the data that you

are being provided with is compliant with the Privacy Act. Obviously, the supplier of the earlier scenario is selling data that is not Privacy Compliant, so if you were in receipt of this data how does it affect you?

The answer is it depends.

For example if you are a debt collector and you found a person’s contact details from a database where privacy compliance was not assured, I suspect that you would find it difficult to find a judge that would find a judgement against a debtor in this case.

Another example might be that you contact a customer using an unlisted number for which the client had not permitted disclosure. How would you address this customer in such a way as to maintain their patronage?

What happens when the supplier is located overseas?

This is where it gets interesting from an enforcement perspective.

Ultimately if a company is in breach of the Privacy Act, then they are responsible for any breach of the Act. However, if the company that is in

breach is outside of the jurisdiction of the Office of the Australian Information Commissioner, then APP 8 – Cross border disclosure of personal information provides for the Australian discloser of the information to be in breach of the Australian Privacy Principles.

Conclusion Ultimately if you are disclosing your customers Personal Information for the purpose of improving your customer database you need to understand: 1. where that information is going, 2. what it will be used for 3. whether the data suppliers database is privacy compliant 4. how the information is secured If these questions cannot be answered such that you are comfortable with your own compliance with the Privacy Act, then you should be avoiding that supplier. *David Johnson, Director, Acceleon Pty Ltd Level 11, 350 Collins St, Melbourne, VIC, 3000 E: contact@acceleon.com.au www.acceleon.com.au Ph: (03) 9670 9797

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

37

AICM activity

Visit to AICM by Jiangxi Administration for Industry & Commerce Peoples Republic of China On Friday 5 May AICM was pleased to host a delegation from Jiangxi Administration for Industry & Commerce Peoples Republic of China.

AICM has been fortunate to receive a number of visits from provinces of PRC who are keen to learn more about credit and especially how credit professionals meet and discuss debts.

A key learning they would like to understand and hopefully replicate within their provinces state owned firms is increased structure and rigour around the credit process which is evident in open markets in countries such as Australia.

Central to the questions was the delegates desire to understand how the AICM has been successful in its mission to connect, educate and represent the Australian credit profession.

A very well informed team asked AICM CEO Nick Pilavidis and Member Engagement Manager Andrew Le Marchant a wide range of questions and both groups concluded that the meeting was very worthwhile and that AICM and the province could learn more about trading in different countries through mutual co-operation.

AICM thanks Deputy Director General Shen Quinzhong and Director Bao Jianyong and the team for taking the time to visit our office and for the special gift of a Jingdezhen porcelain plate.

38

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

Deputy Director General Shen Quinzhong presenting a Jingdezhen porcelain plate to AICM CEO Nick Pilavidis.

AICM activity

Do you use your AICM post nominals?

As a member of the AICM you’re entitled to use the post nominals MICM (Member of the Institute of Credit Management).

Our institute is 2,500+ members strong and growing. We continue our investment in training courses, representation with government and recognition of credit professional achievements through structured awards and events. We give opportunity to the industry to stop and celebrate our achievements at local, state and national events.

Every time we interact with colleagues in commerce using our post nominals we reinforce the reach of credit professionals and the importance of our roles to our organisations.

There are pathways to grow 1. MICM is just the start Once you’ve joined your peers this is the entry into a pathway that upon service and involvement offers the opportunity for elevation of your membership to Fellow (FICM) or even Life (LICM) 2. Get your knowledge recognised through Certified Credit Executive (CCE) Our CCE program is structured for credit professionals and gives you the perfect opportunity to shine and rightly sit with your peers within the industry.

We review your industry knowledge to best practice and through the straight

forward review process you’ll be able to add these post nominals to your signature.

Examples in your daily activities where post nominals will assist If you’re asked to appear in court you’ll need to demonstrate your industry expertise, knowledge and seniority to the judge. Your defendant will be keen to paint a picture of your lack of appropriate training and skills.

Through your AICM membership and attainment of CCE there is an implicit demonstration and validation of a deep understanding of credit.

When recruiting, many prospective employees assess the employer for their desire to improve the team’s skills plus look to their potential manager as a mentor and role model for progression. Ensure you have that ‘point of difference’ and recruit the best team.

A credit professionals interactions are varied and can be across the business functions and customer facing, your post nominals afford you the ability to immediately demonstrate your investment in your career and differentiate you from colleagues.

Every time we interact with colleagues in commerce using our post nominals we reinforce the reach of credit professionals and the importance of our roles to our organisations.

Places to use your post nominals 3.

4.

5.

6.

Business Cards Email signature LinkedIn Resume

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

39

aicm Training News How to motivate employees In this issue of the AICM Magazine we will explore how to motivate employees using the PERFORM model.

How to motivate employees to PERFORM

How to motivate employees Knowing how to motivate employees is one of the most important aspects of a manager’s job. An excellent tool to help you develop your motivational skills is the PERFORM model. Use this model to help you create and manage the conditions for improved performance in the workplace.

This series on performance management outlines the PERFORM framework as a whole. The Dictionary definitions of the word “perform” refer to things that are accomplished or fulfilled.

All too often, though, performance management is about a narrow interpretation of these definitions, such as just ensuring targets are met, or that processes are adhered to. Performance management is now often seen as a corrective action, something we do to manage poor performance.

We need to set goals, and we need processes to provide structure. However, these should not be a main focus of management, and certainly not at the expense of encouraging people to realise their potential. You should be talking about performance management as something to help people accomplish something significant. Perhaps you should think about fulfilment in terms of realising results, but also realising potential. Surely that is how to motivate employees.

Anything significant or worthwhile will involve the management of skills, attitudes and potential. It will also require the deployment of resources and a focus on achieving goals. Motivating people is not necessarily an easy function of management, but it is one area where good management really can make a difference.

Motivating people is not necessarily an easy function of management, but it is one area where good management really can make a difference.

40

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

The PERFORM Model Regardless of how performance management processes are designed in your organisation, or of the culture within which they’re embedded, how you interpret and use performance management techniques is up to you.

What is most important is the need to manage the factors that contribute to employee motivation, and to create the conditions for people to perform and realise their potential.

The tool to help you develop these management skills is the PERFORM model. It stands for: zz P – Potential – foster a positive attitude towards developing potential in your people zz E – Expertise – abilities, experience and attitudes needed to perform a job zz R – Results – for individuals, for their teams, and for their organisations zz F – Focus – on worthwhile, challenging, personal goals that relate to wider objectives zz O – Opportunities – to achieve, advance and grow zz R – Resources – needed in order to support people and to help them perform zz M – Motivation – making work interesting and challenging When considering this model, it’s important to remember that all of the factors are interdependent. For example, the absence of proper job training will affect a person’s expertise.

This will probably affect their motivation, and quite likely their opportunity to progress. The absence of opportunity to develop may have a negative impact on their motivation, and their desire to learn or apply themselves.

aicm Training News Potential

Opportunities

Learning how to motivate employees begins with helping people to reach their potential. If we are to find ways to raise performance up to the next level, then we need to find ways to convert potential into performance. Motivating employees to perform must begin with helping them to realise their potential.

Without opportunities, a performance management plan will only ever be just that: a plan. Knowing how to motivate employees is not enough. That knowledge must be combined with a willingness to give people opportunities to perform.

Resources Expertise By expertise we mean the skills, knowledge and behaviour that people must possesses, or need to possess, in order to do their job.

Results If performance is about contribution, then support must be linked to results. There needs to be clarity about what results you want to achieve, and an assessment of what results are actually achieved.

Focus Performance needs focus. It is one thing to do something well, but it’s equally important to ensure the right things that are done well. Individual performances can be counter-productive if it does not contribute to the wider goals of the team and organisation. Controlling requires good planning and good management.

Performance based management is about more than ambition, words or ideas. To encourage employees to perform you need to support them with the right resources. These resources must then be allocated and managed in order to ensure they are most effectively used.

Having provided opportunities for people to perform, it is crucial to understand the importance of resourcing performance based management.

Motivation Of course, just knowing how to motivate employees is not enough. Motivation is important but it’s not effective without energy. Whilst motivation is considered to be the intent or desire to act, energy can be defined as the capacity to perform work. If you want to know how to motivate employees properly, use the PERFORM model.

It will help you combine the intent or desire of motivation, with the capacity and capability to achieve.

Recent graduates Statement of Attainments Issued Caroline Tataru

WA

FNSCRD502 Manage factoring and invoice discounting arrangements

Allison Parry

NSW

Anja Bonnard

WA

Michael Pearse

NSW

FNSCRD401 Assess credit applications

Michael Pearse

NSW

FNSCRD504 Manage the credit relationship

Mohtashim Tahir

NSW

FNSCRD502 Manage factoring and invoice discounting arrangements

Brian Mills

QLD

FNSCRD502 Manage factoring and invoice discounting arrangements

William Rainey

NSW

BSBRSK501, FNSORG502, FNSORG401 & FNSINC401

Anja Bonnard

WA

Didi Merchant

NSW

David Mackintosh

VIC

FNSORG502 Develop and monitor policy and procedures FNSCRD501 Respond to personal insolvency situations

FNSCRD505 Respond to corporate insolvency situations FNSCRD502 Manage factoring and invoice discounting arrangements FNSCRD403 Manage and recover bad and doubtful debts

Beenu Murali

NSW

FNSCRD502 Manage factoring and invoice discounting arrangements

Lukka Davis

WA

FNSCRD502 Manage factoring and invoice discounting arrangements

NSW

FNSCRD502 Manage factoring and invoice discounting arrangements

Riana Ivaneza Gabriella Maiuto Terence Costa

VIC NSW

FNSINC401 Apply principles of professional practice to work in the financial service industry BSBRSK501 Manage Risk

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

41

aicm Training News Recent graduates continued Qualification Issued FNS51515 Diploma of Credit Management zz Jodie Nicol

zz Kim Mansfield zz Gemma Poore

In-House Training

FNS40115 Certificate IV in Credit Management zz Josie Jones zz Thersia Cilliers zz Geoff Pabst zz Erin Stewart

zz zz zz zz zz

Erin Stewart and Gemma Poore of Stoddart Group receive their Certificate IV in Credit Management.

Cheryl McPherson and Laurie Beltran of Baiada receive their Certificate IV.

BOC Baiada Australia Scottish Pacific NSW Health South Western Sydney Local Health District Transurban

Save the dates for training: Melbourne:

Sydney:

22nd & 23rd August – Manage Factoring and Invoice Discounting (E,D) 24th August – Assess credit applications (C,4) 12th September – Manage Organisational Change (E,D) 13th September – Manage risk (C,D) 26th October – Resolve disputes (C,4) 8th November – Establish and maintain appropriate security (C,4) 9th &10th November – Manage Factoring and Invoice Discounting (E,D)

15th & 16th August – Manage Factoring and Invoice Discounting (E,D) 17th August – Assess credit applications (C,4) 5th September – Manage Organisational Change (E,D) 6th September – Manage risk (C,D) 18th October – Resolve disputes (C,4) 15th & 16th November – Manage Factoring and Invoice Discounting (E,D) 17th November – Establish and maintain appropriate security (C,4) 5th & 6th December – Legal Compliance (C,4,D)

Brisbane: 8th & 9th August – Manage Factoring & Invoice Dis. (E,D) 10th August – Assess credit applications (C,4) 19th September – Manage Organisational Change (E,D) 20th September – Manage risk (C,D) 6th October – Resolve disputes (C,4) 21st & 22nd November – Manage Factoring and Invoice Discounting (E,D) 23rd November – Establish and Maintain Appropriate Security (C,4) 12th & 13th December – Legal Compliance (C,4,D)

42

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

Table of Explanation: C = Core Unit D = Diploma

E = Elective Unit, 4 = Certificate IV

Please register you interest early, as there is a minimum requirement of 8 students to conduct face to face training.

To speak to AICM about these or any other learning or development, call 1300 560 996 or email andrew@aicm.com.au or debby@aicm.com.au

Unlock the potential in your credit career credit staff

Consider an AICM Qualification course If you aspire to achieve greater heights in your credit career or want to get the best from your credit staff, then a qualification course can help you achieve your targets. Offered nation wide, you can study in your own time (24/7), with support available.

If you have industry experience or prior education, you may be eligible for Recognition of Prior Learning (RPL) credits to fast-track your qualification. If you’re an employer, you may qualify for a training grant. Talk to AICM today to discover your course options.

Diploma of Credit Management

Certificate IV in Credit Management

Certificate III in Mercantile Agents

Key credit issues such as personal & corporate insolvency, developing credit policies & compliance.

Issues relating to credit applications & securitisation, compliance, managing bad & doubtful debt & customer service.

All aspects of enforcing payment obligations & obligations of mercantile agent & debt collection activities.

Take the first step to a better career & talk to AICM today

Call 1300 560 996 or vist aicm.com.au

AROUND THE STATES

New South Wales

Jack Elias and colleagues from CFMG.

President’s Report Since our last publication, so much has changed for New South Wales. Sadly, our much respected, and loved, NSW President Colin Magee and Head of Business Development at CFMG; was diagnosed with cancer and given 3-6 months to live. In this day and age anything can happen with medical and scientific advancements so we will never lose hope.

However, Colin has been an unstoppable driver of the AICM for numerous years, and developed many close relationships.

I have always maintained the position that the AICM community continues to go above and beyond, and it is no different for Colin. Immediately the AICM National Board assessed Colin’s contributions to date and awarded him a Lifetime Member of the AICM. He was presented with the honour, and humbly accepted whilst receiving treatment in hospital.

On 13 July 2017, a benefit will be held for the Magee family to assist them during this time. The credit industry, friends and family of Colin will come together to recognise his contributions to the industry, raise funds for the Magee family, and above all, have a great party – in true Col style!

I have been asked by Colin to specifically mention, that he would like to thank each and every one of you who have reached out, sent messages and offered support to him and his family. He continues to express how extremely humbled and grateful he is for the comradery that is the AICM. As such, in the interim I am trying to step up, as NSW Vice President, and fill the big shoes of Colin as we approach the end of the financial year. The NSW Council have always had a strong bond, but this has just brought us all closer together as councilors are working tirelessly to maintain the momentum and excitement of the AICM which Colin so easily brings.

Needless to say, the show must go on and we have had, an overwhelming attendance and participation at the following events: 1. On 18 May 2017, we hosted the Trivia Night which resulted in a sellout crowd with over 120 members, and non-members, having registered. Congratulations all those who were involved in the night and a special thank you to our event supporters- Austral, Elite Collection Services, Curwoods, Trace Personnel and Sharp & Carter.

44

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

NSW Finalists: Joseph Assadourian – Open Colleagues, James Smith – Australian Recoveries Mercantile Agents, Jack Elias – CFMG, Melisa Iovanescu – Newscorp and Elias Danos – Newscorp.

Guests enjoying the entertainment.

2. The Young Credit Professional (YCP) Dinner was held on 22 June 2017, where the young, bright and talented professionals of NSW were introduced to the Division.

In its 20th year, there was a buzz which circulated around the room as we celebrated past and present winners of the YCP Award.

Unfortunately there must be only be one winner, and Jack Elias who is the Head of Compliance for CFMG was awarded NSW’s YCP for 2017. Thank you to Dun & Bradstreet for your continual sponsorship of this prestigious award and our judges Martin Morris – Dun & Bradstreet, Grant Morris – Southern Steel Group, David Hunt – Fujifilm Australia and Peter Morgan – Byron Thomas Recruitment for making yourselves available on the judging panel.

3. After having rescheduled the Golf Day for the third time, it finally went ahead, in full steam, on 16 June 2017. Thank you to our hole sponsors, players, teams and supporters for attending and in contributing to a great day.

We look forward to the excitement which the next six months will bring, and more importantly seeing you all in October at the National Conference in Canberra.

Wishing you warmest regards from all of us here in NSW, – Balveen Saini

New South Wales

NSW YCP’s Balveen Sani (2013) Nick Pilavidis (2005) Fiyona Kidenya (2016) Jack Elias (2017) Anna Goulbvea (2014) Kim berley Hale 2015) and Martin Morris.

2016 NSW and National YCP Fiyona Kidenya passes the NSW YCP title to Jack Elias 2017 NSW YCP.

David Dogden and volunteers, Amanda Borland, James Smith and Treacy Lewis.

NSW Masterclass and YCP Awards dinner Following high demand for half day seminars in combination with awards dinners a masterclass preceded this years YCP awards dinner.

Masterclass With the Harbour Bridge as the backdrop, attendees of the master-class networked over a light lunch before gaining insights from the 3 topics and Q&A sessions. Insights from the sessions included: zz Developments in current defenses to preference claims zz New defenses that are getting great results for informed credit professionals. zz The how, what and when of the ATO’s disclosure of business tax debts zz What the Insolvency Law Reform will mean to credit professionals zz How to get the best result from an insolvency

AROUND THE STATES

Martin Morris (D&B) and Jack Elias NSW 2017 YCP.

zz What to do when you suspect the Liquidator/Administrator is doing all they can for the creditors.

Thank you to the presenters: Dajana Malnersic and Kylie Tate of Polczynski Lawyers, Adam Lysle and Kevin Cotter of Veritas Advisory and Nick Pilavidis of AICM.

YCP Awards dinner SPONSORED BY DUN AND BRADSTREET 2017 is not only the 50th anniversary of the AICM but also the 20th anniversary of the Young Credit Professional of the Year. The NSW awards dinner celebrated this anniversary in style with several past national winners in attendance as well as Michael Devine who has been a member for over 40 years and is a life member of the institute.

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

45

AROUND THE STATES

New South Wales

Balveen Sani and Andrew Smith.

Events Calendar

Friday 18 August 2017

WINC Luncheon

8-11 September 2017

Online CCE Exam – ONLINE Tuesday 12 September 2017

Court procedures and mock court hearing CITY, DOWNING CENTRE

Tuesday 10 October 2017

National Golf Day

Team Creditor Watch.

The 2017 NSW Finalists Elias Danos – Newscorp, Jack Elias – CFMG, James Smith – Australian Recoveries Mercantile Agents, Joseph Assadourian – Open Colleagues and Melisa Iovanescu – Newscorp were introduced prior to the entertainment.

Magician and Mentalist David Dogden took the stage wowing many with tricks utlising cards, 9 inch nails and the spirit of his uncle.

After building the tension for the finalists, Martin Morris of Dun & Bradstreet announced the 2017 NSW YCP is Jack Elias, Head of Compliance for CFMG! Thank you to Dun & Bradstreet for sponsoring this prestigious award which continues to uncover the best and brightest of the next generation for our industry. Thank you also to Balveen Sani for being a world class MC for the evening.

Keep an eye out for Jack at upcoming events as he prepares to win the title for NSW at the National Conference in October, congratulations Jack.

CANBERRA

11-13 October 2017

AICM 2017 National Conference Join us at the QT Canberra for the biggest credit and finance event of the year CANBERRA

Thursday 16 November 2017

YCP Barefoot Bowling NEUTRAL BAY

Thursday 7 December 2017

Pinnacle Awards VENUE: TBC

46

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

NSW YCPA Trivia 1. Which state has the most National YCPA winners?

2. How many winners has NSW had?

ANSWERS 1. NSW see winners here 2. 7.5 ( joint winners in 2015)

New South Wales AROUND THE STATES

Team ARMA.

Mark Logue on the BBQ.

2017 NSW Golf Day After 2 rain delays and with the Bureau of Meteorology predicating a 3rd the 2017 NSW Golf day was worth the wait.

With over 110 players over 2 dozen sponsors and supporters it was also one of the biggest.

The only thing missing was Big Col Magee, who was the driving force behind this event, as he has been for the previous 4 years. His absence was definitely missed with Amanda (AICM), Andrew Smith (ARMA), James Smith (ARMA), Balveen Saini (BBW) and Gregg Odlum (Ecolab) plus a host of others were required to fill the gap.

Thank you to those that contributed to the fundraising for Col’s family almost $1,800 was raised. Thanks go to all of the sponsors and supporters of the day: Naming day sponsors: Creditorwatch and ARMA. Thank you also for the assistance in the organisation and running of the day.

Premium sponsors: Turks Legal on the putting green, AMPAC on the BBQ and Sharp & Carter drinks cart sponsors.

Premium hole sponsors: Austral, Bing, Byron Thomas, CFMG, Corporate Traveller, CPA, Hall Chadwick, Jones Partners, Stone Recruitment, TIMG Australia, Equifax (2 holes), Veritas Advisory and Wise McGrath.

Standard hole sponsors: Commercial Credit Services, Dun & Bradstreet and Matthewsfolbigg.

Lunch pack sponsor: Detective Desk NAGA sponsor: Force Legal Welcoming Pack: Trace Personnel Thank you to all other sponsors that contributed to the packs There were a host of winners of Nearest to Pin’s, Drive and Pitch, Longest Drives, straightest drives and the fastest swing, with photos of them and some of the action on the website.

The overall winners of the day were Team Jones Partners which included Daniel Sore, Bruce Gleeson, Alan Topp and Greg Rouland.

We look forward to seeing all of you at the National Conference Golf day in Canberra on 10 October, email aicm@aicm.com.au if you would like information on sponsorship opportunities.

The Australian Institute of Credit Management welcomes our Partners for 2017.

National Partners

Divisional Partners

Professional Partner

Official Division Supporting Sponsors

Our National, Divisional and Professional Partners support and work with the AICM to promote the Institute’s activities, represent the Credit Industry and develop the careers of all Credit Professionals. As these organisations support your Institute and your Industry please consider them when you require assistance.

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

47

AROUND THE STATES

Queensland

AICM panel: Decia Guttormsen, Althea Thomas, Katheryn Kershaw and Ross Leggett.

Credit Symposium: Damien Davis from Vincent’s.

President’s report I can’t believe we’ve completed 2017’s financial year, I’m surprised how quickly days seem to rush past. And with that it’s always a good time to look back at the goings on since the last update.

We held an evening seminar “the customer is not the problem you are” which had a good number of experienced credit professionals open up and share their thoughts and present case studies on how they improved internal relationships to improve external ones. MC Ross Leggett helped facilitate a lot of honest dialogue with the group which was mostly credit managers. It’s always rewarding to have events that get members talking and sharing! As we look to provide more of what you ask for, we also ask that you bring along your team members as well.

After a break we also had our first CCE breakfast in June.

It was well received and thanks to Decia Guttormsen for her event organisation and speaker Matt Toomey who shared interesting stories helping all attendees start their day with a bit of a bounce in their step. We look forward to making this a regular occurrence as we look to do more for our CCE’s.

Our Credit Symposium in June was a hit! We sold out a week before the event and was very well received. A big thank you to all that contributed time and resources to help make this a success. It was also good to see our councillors Mark Harley and Peter Mills take to the stage and share some of their expertise with members. I would also like to say thank you to Decia and Felicity Ford on all the work behind the scenes.

With that I announce that due to a change in roles, Felicity will be stepping down from council. I thank her for all the wonderful work she has done for the AICM in Queensland.

I remind members that if any of you are interested in being a part of the Queensland council, please don’t hesitate to ask us about it. I figure, who best to help credit professionals than other credit professionals?

Last but not least, looking forward, we are set to have a busy couple of months with our annual AGM and YCP night in July. Please join us in recognising our young up and coming credit professionals as we celebrate them and select who will represent us at the National Conference (Go QLD!). On the same day we will be hosting a half day workshop. More details to follow. We will also have our Annual Golf Day on the 11th of August, hole sponsorships are going fast! If you are 48

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

Credit Symposium: Peter Mills, Mark Harley – Boss Lawyers, Roger Masamvu and Darren Greentree – Chandler.

interested in sponsoring a hole, or attending, please have a look on the website calendar for more details (or contact any of your councillors). Thanks to Greg Young for putting that together. The other big event in August is our Women in Credit Luncheon, this has proven to be a hit year on year and I look forward to seeing you there.

Thank you to our sponsors both National and State for all the help and support you continue to provide. A lot of what we do relies on our partnering with these excellent supporters. Please ensure you support those who support your institute.

Thanks also to all our councillors, you do good work (and a bang up job of making me look good!). I am glad to be working with you and look forward to continue advancing the AICM. And to our members, without you all of this will not work.

– Roger Masamvu, QLD State President

Credit Networking Night – 10 May 2017 THE CUSTOMER IS NOT THE PROBLEM – YOU ARE! QLD Division AICM held a successful Credit Networking Night on Wednesday 10 May, kindly supported by Randstad with the use of their offices for the event.

With an emphasis on creating relaxed networking experience attendees were highly engaged and excellent

Queensland

feedback was received on the focus topic ‘The Customer is not the Problem, You Are!’.

Conducted as an interactive panel discussion, members and new faces were provided insights to the common problems that frequently arise and the strategic fixes that can be applied within suppliers businesses that impede the smooth payment of client accounts. Chairing the night was Ross Leggett from the Queensland Rural Assistance Authority and supported by experienced panel members; Decia Guttormsen, University of Queensland, Althea Thomas, NewsCorp and Katheryn Kershaw, Randstad.’

– Stacey Woodward

Credit Symposium: Peter Mills, Nick Humzy-Hancock – Results Legal, Mark Harley – Boss Lawyers, Damien Davis – Vincents and Roger Masamvu.

Events Calendar

Friday 21 July 2017

YCP Dinner and AGM

Divisional winner of the Young Credit Professionals Announced

QLD Credit Symposium This very successful event was sold out a week early! Sponsors, Austral Mercantile provided the venue and Felicity Ford was our fabulous hostess, ensuring everything worked according to plan.

A huge thank you to the presenters who provided excellent updates and insights to a broad range of topics including ‘Insolvency Reforms’, ‘Unfair Preference Claims’, Debtor Funding, Unfair Contract Terms’ and ‘Dealing with Trust Assets’: zz Damien Davis from Vincent’s (Sponsor) zz Mark Harley from Boss Lawyers zz Paul Tonges from Invoice Management Solutions zz Nick Humzy-Hancock from Results Legal (Sponsor) Peter Mills did a great job adjudicating as the MC and Darren Greentree from Chandler Communication Solutions provided the lucky door prize; a bottle of Verve-Clicquot.

To avoid disappointment when registering for events make sure you get in early.

Wednesday 9 August 2017

Evening Seminar

Friday 11 August 2017

QLD Annual Golf Day

Prepare to tee off for the annual golf day!

Friday 25 August 2017

Women In Credit Luncheon (WINC) 8 – 11 September 2017

Online CCE Exam Become a Certified Credit Executive Wednesday 13 September 2017

Youth Credit Community Event Bowling Night 11-13 October 2017

AICM 2017 National Conference

QLD YNN – Trivia Competition Thanks to the following sponsors; Dun and Bradstreet, Vincent’s, Results Legal and Randstad; for making the Trivia event held on Friday 7th April at the Foundry in the Valley, the success it was.

Five teams of 8 battled out the competition to the end with ‘UQ Legal’ winning the finale by one only point, closely contended by the second team whose recall of the names of all of the 7 dwarfs failed them!

Join us at the QT Canberra for the biggest credit and finance event of the year CANBERRA

Friday 24 November 2017

Pinnacle Awards Celebrate Credit Professionals who have excelled in 2017

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

49

AROUND THE STATES

Credit Symposium: Paul Tonges from Invoice Management Solutions.

AROUND THE STATES

Queensland

CCE Breakfast.

CCE Breakfast.

to discuss the process and ask questions as well as receive assistance registering for the exam to achieve the highest qualification AICM members can obtain.

Go to the link to read more about becoming a CCE and enhancing your credit profile – http://aicm.com.au/trainingprofessional-development/certified-credit-executive/ – Decia Guttormsen QLD CCE Portfolio Manager uqdgutto@uq.edu.au, Ph: 0437 558 711.

Maria Schandl, Roger Masamvu, Simon Dawson and Greg Young.

Martin Morris from Dun and Bradstreet attended, contributing to the revelry, and ensuring the high performance teams remained hydrated and fed.

Phil Smith from Randstad delivered a grand performance as the Trivia Competition Orator and thanks to Felicity Ford from Austral Mercantile who did a sterling job as MC, ensuring the event ran to timetable and no one cheated.

Lucky door prizes included zz $100 Myer voucher and bottle of Sparkling wine from Results Legal. zz $100 voucher from The Foundry.

Members of the winning team each won a bottle of wine and a deck of cards provided by Vincent’s.

CCE Breakfast An intimate group of CCE members gathered for breakfast in May jostling for elbow room with sweaty, fruit salad, lycra-clad cyclists in a trendy café just south of the CBD. The speaker for the event was renowned ABC radio personality and golfer, Matt Toomey from the www.thefilmpie. com who kept us all entertained about his career as a film critique, the celebrities he has interviewed and met, and some of the best movies he has seen in recent times.

Members thinking of sitting the on-line or class room CCE exam in September, please contact your CCE portfolio manager 50

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

The Australian Institute of Credit Management welcomes our Partners for 2017.

National Partners

Divisional Partners

Official Division Supporting Sponsors

Our National and Divisional Partners support and work with the AICM to promote the Institute’s activities, represent the Credit Industry and develop the careers of all Credit Professionals.

As these organisations support your Institute and your Industry please consider them when you require assistance.

South Australia AROUND THE STATES

Debbie Leo, Equifax and guests.

Gail Crowder and Tanya Monro.

Networking at Women in Credit luncheon – Glenda Burgess, Tammy Di Giacomo, Jan Marciano and Sarah Rech.

Networking at Women in Credit luncheon – Kathleen Lenton and Daniel McIntosh from NCI with their guests.

President’s Report

last years’ event. A big thank you to Equifax, Results Legal and NCI on a national basis. But also to our local raffle donators: Mercantile CPA, Samantha Wills, Kemps Credit Solutions, Results Legal, Anne Wilkins and Worrells. Everyone likes to go home with a prize!

What a Quiz Night! These events take a lot to coordinate but always worth the fun. Thank you to a long list of supporters and councillors – we could not make these such a great success without you.

Our Senator Cory Bernardi breakfast is our next event. High profile speakers take time to come to fruition but we have eventually locked in Thursday 27th July with the Senator. This is going to keep everyone on their toes! I am sure there will be many questions arising from his speech. I look forward to hearing the feedback from the attendees.

Congratulations to our two new CCE’s Ratibor Mirkovic and Ericson Malvar. We look forward to seeing you continue to attend our educational events and trust this accreditation aids your career over the years ahead.

It is hard to have fun or be happy knowing that Col (Colin) Magee NSW AICM President is terminally ill. When I received the news I could have been blown over with a feather. Larger than life in character, Col has probably befriended every one of us at some point in time. His enthusiasm for the AICM is

South Australia has had a busy few months! Keeping busy seems to be the best way to keep warm around this time of the year as the days get shorter and the chill sets in before dark.

Instead of rushing home to put the tracksuit and ugg boots on we have been holding networking events, running a quiz night and hosting a credit manager’s feedback evening. Well done to the SA councillors for keeping up the pace!

Our Winter Warmer’s networking event was cosy and intimate. Great to see 3 of the 4 candidates entering the YCP this year able to attend. We trust the knowledge of some of our long standing members and previous YCP winners aids our SA candidates to reach for the stars! Support and encouragement is important for these ambitious and talented young credit professionals.

We continue to request input from our members, work colleagues and associates. As a result of this consistent follow up we arranged to host a Credit Manager’s feedback evening.

Although we did not receive all the attendees we had hoped for the report to follow has shown some clear areas to focus on.

I hope this will help all states to re visit some of the same issues we all face.

The quality of our Women In Credit Luncheon surpassed

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

51

AROUND THE STATES

South Australia

The winning Quiz team of Jones Harley Toole.

infectious! We can only try to step into his shoes…. I hope our support and input to help his family through the months and years ahead gives a little comfort whilst they go through so many emotions. Looking forward to the Benefit Bash and sharing some laughs and stories about Col’s career in credit on 13 July in Sydney.

Well done to the SA councillors for all their time and passion put into the year delivering events whilst juggling the work/life balance. It is not easy and I thank you.

I hope the end of financial year is not too overwhelming for our credit colleagues. Hang in there and we look forward to seeing you at an event soon!

– Gail Crowder SA Division President

Credit Managers Networking and Brainstorming Evening The SA Division of the AICM held a networking and brainstorming evening at Jones Harley Toole Lawyers on Thursday 8 June 2017.

The evening was organised because the SA Council are continually striving to maintain its relevance to members and

Events Calendar

8th – 11th September 2017

CCE Exam

11-13 October 2017

AICM 2017 National Conference

Join us at the QT Canberra for the biggest credit and finance event of the year CANBERRA

52

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

Staff of NCI enjoying the Quiz night.

provide services that are of benefit to its membership. The purpose was to determine what professional development topics and social events our membership are interested in, in order that we can better plan events over the next 12 to 24 months.

It was a relaxed evening and our National President, James Neate kicked off the evening by providing an opening address to the group highlighting the purpose of the meeting.

Attendees were open, frank and constructive in their comments and a number of interesting and insightful discussions were had about what the AICM at national and state level are currently offering… or not offering in some cases. A brainstorming session of smaller groups was held at the end of the session which resulted in a number of suggestions for training topics and social events.

We thank those members who attended this event and your input and ideas will assist the SA Council planning future events.

– Josh Richards and Suzi O’Connor Professional Development Portfolio

SA Women in Credit Luncheon – Friday 16th June The drizzling rain did not dampen the spirits of those who attended this year’s Women in Credit (WINC) luncheon held at the beautiful Playford Hotel. It was the second WINC function in Adelaide which proved to be a fabulous success.

Like minded colleagues had the opportunity to meet, chew the fat and share ideas before settling down to the main event.

It was a terrific networking occasion with delicious canapés and drinks served upon arrival followed by a sumptuous meal, more fine wine and of course the tantalising desserts. The highlight though was our fabulous keynote speaker, Tanya Monro, Deputy Vice Chancellor, Research and Innovation at the University of South Australia. Tanya has had a stellar

South Australia

Des Munro of BRI Ferrier with Quizmaster Trevor Goodwin.

career thus far, attaining many prestigious awards throughout her professional life including South Australia’s “Australian of the Year” in 2011. We were taken through an amazing journey as Tanya shared her trials and tribulations, forging her career through a very male dominated, scientific world. Tanya spoke with immense passion and her determination to break through stereotypical barriers was truly inspirational.

This year we partnered with the McGrath Foundation.

Generous gifts were donated by numerous, wonderful supporters which were raffled on the day, raising $708 for this very worthy cause.

Our thanks extend to our wonderful sponsors Equifax, NCI and Results Legal for ensuring the WINC was a triumph.

zz Worrells Solvency and Forensic Accountants zz Lynch Meyer Lawyers zz BRI Ferrier zz Jones Harley Toole zz National Credit Insurance (Brokers) zz Anne Wilkins

– Suzi O’Connor

– Trevor Goodwin Functions

The Australian Institute of Credit Management welcomes our Partners for 2017.

National Partners

Quiz Night The SA Division’s Quiz night was held on Friday 23 June at the Unley Community Hall. It was a fun and entertaining evening and the hall was the perfect size for our group of 60 people.

The quizmaster for the evening was Trevor Goodwin who entertained attendees with an array of interesting questions.

Anne Wilkins assisted as scorer, while Gail Crowder roamed around the tables razzing up the crowd. Games held on the evening included “Heads and Tails” and “Throw the Money” at a bottle of Chivas Regal. We were also fortunate to have a magician entertain us with a card trick during the evening.

After an evenly fought contest the team of “Jones Harley Toole” came out winners. Congratulations to the winning team!

Through the kind generosity of sponsors we were able to raffle a number of great prizes on the night.

We thank the following sponsors for their donations: zz R M Williams zz Bickfords Australia zz Samuel Smith & Son zz Toro Australia zz Pernod Ricard Winemakers zz Endota Spa zz Milton Graham Lawyers zz Kemps Credit Solutions

Divisional Partners

Official Division Supporting Sponsors

Our National and Divisional Partners support and work with the AICM to promote the Institute’s activities, represent the Credit Industry and develop the careers of all Credit Professionals.

As these organisations support your Institute and your Industry please consider them when you require assistance.

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

53

AROUND THE STATES

Attending their first Network night – Amy Oliver and Georgina Thorp from Elders Rural Services.

AROUND THE STATES

Western Australia/Northern Territory

WA WINC guests.

WA WINC guests.

Winter in Perth 2017 The cool weather is finally making its way to WA. However the rain is needed for our regions. In saying that, we have been lucky to have the sun shine here in the West on some great events.

During June, the WA Credit Community hosted the Women in Credit event for 2017. We were honored that the Leader of the WA Nationals, Mia Davies accepted our invitation to be our key note speaker. Mia’s address was impressive and her story inspiring. Her encouraging words recommending women to Lean in and Step Up can only serve to motivate women to share their knowledge and ideas and join the “big table” where decisions are made. This year’s fundraising focus was The McGrath Foundation. The work the organisation does to support women with breast cancer is amazing. On the day, we had a presentations by the Foundation and Moira Waters, a Breast Care nurse to share her story.

WA WINC guests.

Coming up on the Perth horizon…

While we are all heartily celebrating the first 50 years of our establishment, we look forward to finding the talented youth that will take us forward into the next 50 years. The Young Credit Professional Award is not far away for us here in Perth.

Each year we search for the one to represent our state at the National Conference. This opportunity affords us as members and leaders the chance to look within our businesses to the next generation. These credit officers, insolvency practitioners, lawyers and team leaders are the ones who will carry on our work into the future. Their great ideas and savvy use of technology will enhance their ability to take credit management forward. WA Council looks forward to presenting our State Finalists on 14th July at Crown Perth.

With ever changing business needs, our ability to maintain good relations in collections can be a struggle. Following on from Cynthia Thomas’ previous presentation on Driving Culture in the Workplace, she will discuss influences affecting us, how we can embrace changes and direct us on how to get assistance. The WA Council invite you to join us for an outward look at what is happening in the credit environment and how we can best adapt to get the results we want on 9th August at Matilda Bay. 54

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

To our WA Credit Community…

Renewal invoices have been issued to all Members.

Continuing Membership to AICM is important to your professional development and it ensures your organisation fulfils its business offering. It would be appreciated if members pay their membership promptly. If you have not recently received your renewal, kindly contact the National office.

Alternatively, if you or others you know would like to become a member, please also call our friendly National staff as they would be only too happy to help.

Your WA Council plays an important role to ensure relevant events and educational presentations are delivered. We are always on the lookout for new contributors to take us into the future. If you have some time to spare we would very much welcome your participation in driving the WA AICM forward.

Current councillor profiles are on the website. If you want more information, I am available anytime.

Until next edition, stay well and remember June 30 is only a date…..

– Lisa Marr WA Division State President

Western Australia/NT AROUND THE STATES

Events Calendar

14th July 2017

YCPA Dinner August 2017

Breakfast club

September 2017

Golf Day

October 2017

Adam Mule and Debbie Leo of Equifax.

Breakfast Club

Women in Credit Lunch, 9 June 2017

11-13 October 2017

The annual Women in Credit Luncheon was held at The Crown Perth on 9 June 2017. The main speaker was Mia Davies, the leader of the National Party Western Australia.

Mia spoke about her journey into politics and becoming party leader, recounting some funny incidents along the way. She recounted her different approach to taking on challenges and how to make it happen.

The next speaker was Moira Waters from the McGrath Foundation, who spoke on an unexpected topic but was welcomed by all once the story unfolded about how the Foundation operates, the history and the good work they bring to women which of course resinated in the mostly female audience.

Lisa Marr, the President of the AICM WA, wrapped the afternoon up thanking our speakers, sponsors and most importantly the Women in Credit who have a great future in the Credit industry in Australia. Thank you to Debbie Leo and Equifax for your sponsorship of the event.

Join us at the QT Canberra for the biggest credit and finance event of the year

AICM Credit Toolbox – Collect with Confidence, 23 June 2017 AICM Division Councillor Troy Mulder MICM CCE held a captive audience at bay for the best part of 3 hours on 23 June where he delivered the AICM Credit Toolbox 2 – Collect With Confidence.

Held at the new headquarters of the Bunnings Group in Rivervale, and with an exceptional number of attendees, Troy was able to share his extensive collections knowledge and experience with the group as they took part in an interactive and informative workshop on how to collect effectively, with confidence and maintain brand, reputation and good customer relationships while having those difficult credit conversations.

Highlights of the session were the discussion around some of the common (and not so common) excuses around nonpayment and account delinquency, a practical guide on how best to use and interpret the Debt Collection guidelines and the short case studies in best and worst practice.

The AICM wishes to thank Beth Blackwell and Bunnings Group for their hospitality and use of their facilities.

AICM 2017 National Conference CANBERRA

December

Goodbye to 2017 Sundowner

The Australian Institute of Credit Management welcomes our Partners for 2017.

National Partners

Divisional Partners

Official Division Supporting Sponsors

Our National and Divisional Partners support and work with the AICM to promote the Institute’s activities, represent the Credit Industry and develop the careers of all Credit Professionals.

As these organisations support your Institute and your Industry please consider them when you require assistance.

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

55

AROUND THE STATES

Victoria/Tasmania

Members and Guests at June Network Night.

President’s Report The Victorian/Tasmania division of the AICM continues to roll out new initiatives and updated network sessions.

Our Professional Development sessions have been well attended with new and very topical presentations. The breakfast sessions introduced this year have proved especially popular.

Young credit professional award night in July will see some of the Victorian/Tasmania Divisions great young credit talent, please come along and show your support. Good luck to all who have applied and who made it to the interview stage for the final announcement at the Young credit professional award dinner to be held at the RACV club on the 13th of July.

The successful candidate will be representing the Victorian/ Tasmania division at the National Conference in Canberra.

We also welcome all the new members to the AICM credit family. Our membership numbers have grown strongly from the previous membership year, we are finding more companies are taking up the group membership offering to ensure their whole team is able to advance their careers and stay up to date.

On a very sad note a good friend and past NSW State President Colin Magee has been diagnosed with an aggressive, advanced and incurable cancer. Our hearts Col Magee and prayers go out to Colin. There is a charity event for Colin in Sydney (refer to this link) if you can make it I am sure Colin would greatly appreciate it. All funds raised will go to Colin’s Family.

– Lou Caldararo Victoria/Tasmanian State President

Network Event – Customer Service THURSDAY 18TH MAY 2017 Once again we have the opportunity to hear one of our Division’s favourite presenters, Jason McCutcheon, and on this occasion he covered the topic of Customer Service. Some may 56

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

Damien Arena of IODM.

say what has this to do with Credit Management? Jason helped us understand that customer service has a great deal to do with Credit Management and in fact, he demonstrated that customer service is an integral part of the whole customer journey; it begins even before the sale process and carries on right to the very end after the account is paid.

During the interactive 45 minute presentation, Jason lead members and guests on a thought provoking journey, discussing the customer service experiences that we have all faced at some stage, from dealing with the local shop keeper, to restaurant staff and the often dreaded telephone marketers.

It was a truly entertaining presentation which got us all thinking about our own organisations and how our systems and processes (or lack thereof) might be affective our customer’s perceptions.

Far too often we as customers only see one side of the story and fail to see all the other different aspects to Customer Service, no matter the department involved.

Do our external and internal customers really receive the attention they expect from all our departments? Do we in our credit departments let our customers and our organisations down? From not hearing what the customer is really seeking, to simply not reacting in a manner that is expected; all these aspects can affect the customer’s perceptions and can ultimately damage the image of the company and its brand.

By the conclusion of the presentation we all had a far better understanding and appreciation of the importance of serving our customers better.

Thank you to Jason for donating his time and expertise, we look forward to seeing Jason presenting again at one of our future Network Sessions.

Please check out our diary page on the VIC/ TAS Calendar of events and make sure you join other Credit Professional at least one of these Network Sessions in 2017/2018.

– Jeff Hurst

Victoria/Tasmania AROUND THE STATES

Events Calendar

13th July 2017

YCP Awards Dinner

Divisional winner of the Young Credit Professionals Announced 17th August 2017

Network Event

Telephone collection techniques 7th September 2017

Half Day Seminar See you in Court!

Damien Arena and some statistics on Small Debt Collections.

8th – 11th September 2017

CCE Exam Online exam

Becoming a CCE has never been easier!

With the new open book exam, becoming a Certified Credit Executive (CCE) has never been simpler. Nationally 44 members have become CCE’s in the past year and there is another online exam coming up on 8 – 11 September so get on board!

I personally undertook the exam in Donna Smith September of 2016 and to my surprise it was actually not as hard and stressful as I thought. I found that I knew most of the information, but having the reassurance that I could refer to articles from past magazines helped me feel more relaxed, and the process was actually quite simple. I have to tell the readers that I resisted doing the exam for a long time because I thought that it would be really hard and I feared that it would put me under great pressure, but it was the exact opposite. Sherif Hussein the Vic/ Tas CCE Chair made me feel extremely comfortable sitting the exam and it was simple and stress free. I now wished that I had done it sooner, and after coming out the other side I wonder what it was that I was so afraid of.

What I have discovered is that becoming a CCE is an investment in my credit knowledge. Now I feel privileged because I get to attend the two (2) annual Vic/Tas CCE events and the CCE lunch at the National Conference, restricted solely to CCE’s. But the greatest benefit of this process has been the personal validation I feel from passing the exam and the recognition I now receive from the industry as a certified credit professional.

AICM members can become CCE’s if they hold a MICM level of membership for at least 1 year, acquire at least 100 CCE points and pass the CCE online examination. For those of you who want to reach for the pinnacle of CCE, to qualify for Dux, you also need to submit a professional paper. A CCE then needs to accumulate a further 30 points every 3 years

20th September 2017

Network Breakfast Negotiations techniques 11-13 October 2017

AICM 2017 National Conference Join us at the QT Canberra for the biggest credit and finance event of the year CANBERRA

27th October 2017

Trivia Night – Telephone Techniques 10th November 2017

CCE Breakfast – A breakfast for CCE members 17th November 2017

Network Event Working with difficult customers 1st December 2017

Pinnacle Awards

to be re-certified, but that is easy. If you do a combination of going to several network and/or educational events, reading the magazine and/or attending the National Conference you will have no trouble staying certified. For further information visit the AICM website http://aicm.com.au/training-professionaldevelopment/certified-credit-executive or contact Sherif Hussein via email sherifhussein27@hotmail.com today and become a CCE this year.

– Donna Smith July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

57

AROUND THE STATES

Victoria/Tasmania Network Event – Small Debt Collections THURSDAY 15TH JUNE 2017 The event name might not have been all that inspiring but the IODM accounts receivable management software is. Damian Arena, Managing Director and cofounder of IODM delivered an interesting and informative presentation on how software and automated contacts and processing can improve your collection rates.

Let us face the hard facts that margins are getting tighter and tighter in business and all too often it is the credit department that often feels the cuts when they come, however getting smart about processes and automating what you can is the way of the future. Damien’s presentation concentrated on the benefits of collecting the easy debts, people who just require regular reminding.

Much of our manual effort is spent on repetitive processes.

Automation relieves the staff of this workload and provides processes that free your collectors up to make the more important skills calls to those customers who are ignoring opportunities to pay your accounts.

The Australian Institute of Credit Management welcomes our Partners for 2017.

National Partners

Divisional Partners

Professional Partners

Official Division Supporting Sponsors

– Donna Smith

Inspirational Quote “Progress is impossible without change, and those who cannot change their minds cannot change anything.”

– George Bernard Shaw (Irish Playwright)

Our National, Divisional and Professional Partners support and work with the AICM to promote the Institute’s activities, represent the Credit Industry and develop the careers of all Credit Professionals. As these organisations support your Institute and your Industry please consider them when you require assistance.

New Members The Institute welcomes the following credit professionals who were admitted to membership in May and June.

New South Wales Edgardo Amador Joel Ambrey Marianne Andrejas Kim Arevalo Mark Austria Peter Bailey Umang Bhalla Vivien Botsikas Emily Brazier Keiran Breckenridge Ben Bronzon Natalie Bros Deborah Carroll Ray Chartres Hunter Clavan David Creais Angela Curic Maria Deligiannis Nicholas Devenny Lalitha Devineni 58

Mitsubishi Electric Australia Snap-On Tools Australia Pty Ltd Mitsubishi Electric Australia Pty Ltd Manpower Services Pty Ltd Thrifty Car Rentals Southern Sheet & Coil Pty Ltd Veritas Recruitment Bartier Perry Pty Ltd Benedict Industries Pty Ltd McInnes Wilson Lawyers Turks Legal News Limited Brickworks Building Products CMS Pty Ltd Multi Channel Network Bartier Perry Pty Ltd Southern Steel Supplies Pty Ltd SJ & Black Pearl News Corp Australia Australia On A Plate

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

Nicholas Donaldson Stewart Ewing Gregory Farmer Leanne Fizzell Andrea Fulton Debbie Hannaford Ben Hardy Zakir Hossain Simone Jacob Magdalena Jaouhara Rachel Jones Delos Joselito Emma Kirkham Kylee Kiss Kabill Kulane Katharine Lambert Amanda Layton Melissa Liu Renee Lloyd Ruth Malsawmsangi Stephen Mansfield

Ruralco Holdings Ltd Kingmill Pty Ltd T/As Thrifty Car Rental Laminex Group Pty Ltd Manpower Group Manassen Foods Australia Veritas Recruitment Bartier Perry Pty Ltd BOC Limited Snap-On Tools Australia Pty Ltd Manpower Services Pty Ltd RJE Pty Ltd Kingmill Pty Ltd t/a Thrifty Car & Truck Rental Ruralco Holdings Limited Southern Steel Supplies Pty Ltd Bureau Van Dijk Shield Mercantile Pty Ltd QBE Insurance Turks Legal ICare BOC Ltd QBE Workers Compensation (NSW) Ltd

New Members Manpower Services (Australia) Pty Ltd CHEP Australia Vinidex Pty Ltd Manpower Services Bureau Van Dijk Manassen Foods Australia Manpower Group Bartier Perry Pty Ltd Byron Thomas Recruitment Vodafone Veritas Recruitment Bartier Perry Pty Ltd BOC Mitsubishi Electric Australia Pty Ltd Byron Thomas Recruitment EC Credit Control Pty Ltd QBE Insurance Southern Steel Supplies Pty Ltd Manpower Services Kingmill Pty Ltd T/As Thrifty Car Rental Turks Legal Manassen Foods Australia Bartier Perry Pty Ltd

Queensland Leann Badowski Julie Cuskelly Carla Eldridge Marguerite Freney Tracey-Lee Haggett Mitch Hindle Cindy Hinds Timothy James Nick Lancaster Carol Lowe Chris Olford Rachel Ramsay Greg Sellick Victoria Sprecak Tessa Stevenson Jeslin Thing Paul Tweedie Max Wagner Amanda Wolfenden

Metcash Food and Grocery Australian Liquor Marketers Australian Liquor Marketers Australian Liquor Marketers Southern Queensland Steel Pty Ltd WorkPac Pty Ltd Australian Liquor Marketers Turks Legal Rodgers Reidy Nexxa Portfolio Management Pty Ltd Australian Liquor Marketers Rollpress Proplate Group Pty Ltd Southern Queensland Steel Pty Ltd Australian Liquor Marketers Rodgers Reidy EC Credit Control Nexxa Portfolio Management Pty Ltd Australian Liquor Marketers

South Australia Andrea Clovicko Natasha Elliott Vickie Hodgson Tricia Horne Katarzywa Jaruzelska David Keast Rowan Malcik Kelsey Pepper Nick Pontikinas Daniel Quan Stephanie Sikand Stacey Smith Debbie Stanton Lucricia van der Berg Nicole Willcourt

CGU Insurance CGU Insurance Vinidex Pty Ltd Vinidex Pty Ltd EMT Legal Brice Metals Australia Pty Ltd Worrells Solvency National Credit Insurance (Brokers) P/L Boart Longyear Australia Pty Ltd Milton Graham Lawyers Creditsoft Solutions Ferrocut Australia Pty Ltd CGU Insurance Scottish Pacific Business Finance Ferrocut Australia Pty Ltd

Victoria Mark Answerth Collection House Limited Damian Arena IODM Limited Elena Bernery Bunzl Outsourcing Services Aparna Biswas CGU Insurance Sean Brasher Holcim (Australia) Pty Ltd Jennifer Convento Goodyear & Dunlop Tyres Phillip Cooke Reece Pty Ltd Dina Coutsodimitropoulous CGU Insurance Rebecca Dooley Manassen Foods Australia Denice Fraser Recoveries Corp Sheryl Gajo Goodyear & Dunlop Tyres Toby Heal Australia Post Kevin Heri IHG Grace Hudson Bunzl Outsourcing Services Rose Irwin Australia Post Johnny Koutrigaros Sharp & Carter Katrina Kusi Techtronic Industries Australia Gina Laroco Goodyear & Dunlop Tyres Jacqui Larsen Reece Australia Pty Ltd Elizabeth Limnios Australian Rollforming Manufacturers P/L Jeanne McArthur McArthur Specialist Commercial Recoveries Ross McDermott Reece Pty Ltd Anjali Munjal City Wide Arjonn Padilla Goodyear & Dunlop Tyres Caval Peters Techtronic Industries Australia Michelle Powell GWA Group Limited Sheryl-Lee Raggatt Goodyear & Dunlop Tyres Gabrielle Reynolds IG Design Group Australia Pty Limited Dale Rhall EC Credit Control Jodie Robinson Reece Pty Ltd Christopher Rowlands Collection House Limited Alice Ruhe SellersMuldoonBenton Kimberly Sette Techtronic Industries Australia Sunanda Sharma Holcim (Australia) Pty Ltd Anna Sitilidis CGU Insurance Nikolce Srbinovski QBE Trade Credit Andrew Steele IHG Roberto Sulfaro Andrea Taffe Goodyear & Dunlop Tyres Anthony Tesoriero Surdex Steel Pty Ltd Shane Thompson Simplot Australia Pty Limited Tangikina Tuungahala Soulfresh Group Pty Ltd Olivera Umiljendic Higgins Coatings Pty Ltd Michelle Van Niekerk Mason Black Lawyers Linton Webster Recoveries Corporation Pty Ltd Lesley Wilkinson Elliott Engineering Pty Ltd Adam Wood Global Credit Solutions Pty Ltd Daphne Zevgaras Reece Pty Ltd

Western Australia Pere Apoleski Rebecca Cant Amy Clifford Michal Henderson William Montana Belinda Parkinson Anna Riley Paula Risk Farhan Shahabuddin Amarjit Singh

Wesfarmers Kleenheat Gas Kleenheat Wesfarmers Kleenhaet Gas Pty Ltd Capricorn Society Ltd Kleenheat Veolia Australia and New Zealand Kleenheat Gas Southern Steel (WA) Pty Ltd Wesfarmers Kleenheat Gas RAC Finance Limited

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

59

AROUND THE STATES

Bree-Anna McFarlane Aynslie McMahon Michelle McRae Joanne Mensitieri Polly O’Callaghan Kathrine Paino Mark Poile Snezana Roskov Federico Santinelli Brad Scoble Keryn Speck Gavin Stuart Aotoa Taupau Meloney Thompson Alika Thompson Greg Trappett Talia Tukere David Vassallo Hiten Vinchhi Jingying Wang Joshua Wood Glen Woodhouse Elias Yamine

AICM Marketplace Directory of services For information, options and pricing please contact Andrew Le Marchant on +61 2 8317 5052 or E: andrew@aicm.com.au COLLECTIONS AICM Divisional Partner

AMPAC Debt Recovery Level 5, 35 Clarence Street Sydney NSW 2000 Tel: 1300 426 722 Email: info@4ampac.com.au Web: www.4ampac.com.au Trust AMPAC, we guarantee to give you the right advice……

AMPAC provides a complete range of debt recovery and receivables management services to big business, government and thousands of SME’s nationally, so next time you are deciding how to deal with that difficult customer, pick up the phone and call us. We are ready to help you too.

DEBT COLLECTION

INFORMATION

AICM National Partner

Austral Payment Management Services Tel: 1300 422 665 Email: info@australmercantile.com.au Web: www.australmercantile.com.au Austral provides complete credit management services and works closely with our clients to understand their business and provide the solutions they require. Our experienced team works hard to deliver a consistently good experience and are always looking for ways to improve processes to help ensure your business has a continuous cash flow. So while we work on helping your debtors stay in the black, you can focus on what you do best and grow your business with confidence.

AICM National Partner

Dun & Bradstreet Tel: 13 23 33 Web: www.dnb.com.au Established in 1841, Dun & Bradstreet is the world’s leading source of commercial information and insight. Backed by our extensive credit and commercial databases, we help Australian businesses to make informed sales, risk and debt management decisions, and consumers to access personal credit information. Dun & Bradstreet transforms data into complete and actionable business information. Quality data is the foundation for all of critical decisions, whether in sales & marketing, risk management, business growth, debt collection or consumer credit.

COLLECTION SYSTEMS AICM Divisional Partner

OnGuard Tel: 1800 123 613 Web: www.onguard.com OnGuard’s Credit management solution will help you hit your collection targets – each and every month.

By working smarter and providing better visibility, OnGuard will help you reduce your DSOs. Why not give your staff a friendly solution that will make their life so much easier.

Contact us to show you how OnGuard has made life a whole lot easier for our customers.

CONSULTANCY

AICM National Partner

AICM Divisional Partner

Kemps Credit Solutions

Equifax

50 Grenfell Street Adelaide 5000 Tel: 08 8418 1450 Email: gcrowder@kemps.com.au Web: www.creditsolutions.net.au/kemps

Tel: 13 83 32 Web: www.equifax.com.au

Kemps Credit Solutions. A debt collection partner you can trust. Working with some of the country’s leading providers of information management and data intelligence solutions.

Since 1965 Kemps Credit Solutions has set the benchmark for providing quality collection and recovery services to South Australian businesses and government.

Equifax powers the financial future of individuals and organisations around the world. Using the combined strength of unique trusted data, technology and innovative analytics, Equifax helps its customers make informed decisions.

Headquartered in Atlanta, Ga., Equifax operates or has investments in 24 countries in North, Central and South America, Europe and more recently in the Asia Pacific region, with the acquisition of Veda, a data analytics company and the leading provider of credit information and analysis in Australia and New Zealand.

DEBT PURCHASING

Trade Bureaux Australia EDX Tel: 03 9028 8278 Email: enquiries@edxppsr.com.au Web: www.edxppsr.com.au EDX is the market leader in PPSA consultancy and registration, with over 15 years’ experience in Australia and New Zealand. We have helped hundreds of Australian businesses adjust to the PPSA by providing no-nonsense practical advice, coupled with first class PPSR registration capability and registry management. Whether you have high volumes and need a software solution or simply wish to outsource, EDX has a solution to meet your needs.

60

Debt Sale Brokers Australia Tel: 1300 896 122 Email: adam@dsba.com.au Web: www.dsba.com.au Debt Sale Brokers Australia represents credit issuers across banking/finance, utilities, telecommunications, trade credit and mercantile agents with services to maximise returns on non performing debt ledgers.

Contact Adam Dayien to find out more on how you can turn your non performing debts into cash.

CREDIT MANAGEMENT IN AUSTRALIA • July 2017

PO Box 473, South Morang VIC 3355 Tel: 03 9303 8900 Email: tba@bigpond.net.au Web: www.tba.net.au Trade Bureaux Australia P/L provides secretarial and chairperson facilities for Industry Credit groups within Australia. Operating since March 1998 we are independent and cater for over 25% of the Australian Credit Bureaux market.

Our members work together to strengthen their credit knowledge and reduce their company’s investment in working capital and bad debts.

Contact Jeff Hurst to find out about forming or joining one of our industry groups.

AICM MARKETPLACE

AICM Marketplace Directory of services For information, options and pricing please contact Andrew Le Marchant on +61 2 8317 5052 or E: andrew@aicm.com.au INSOLVENCY AICM Divisional Partner

INSOLVENCY

RECRUITMENT

AICM Divisional Partner

Sharp & Carter

Vincents BRI Ferrier Adelaide Level 4, 12 Pirie Street Adelaide SA 5000 GPO Box 952, Adelaide SA 5001 Tel: 08 8233 9900 Fax: 08 8211 6644 Web: www.briferrier.com.au BRI Ferrier Adelaide provides recovery, insolvency, advisory and forensic accounting services to businesses throughout South Australia and beyond. We have a wealth of in-house technical expertise as well as the support of our specialist professionals from BRI Ferrier’s unrivalled national and international network.

AICM Divisional Partner

Level 34 Santos Place, 32 Turbot Street Brisbane QLD 4000 Tel: 1300 VINCENTS

(07) 3228 4000 Web: www.vincents.com.au We live in a world of increasing complexities; the need for true expert advice is now more evident than ever. Established for more than 25 years Vincents is an Australian firm of accounting experts and business advisers specialising in assurance & risk advisory, business advisory, corporate advisory, financial advisory, forensic services, and insolvency & reconstruction. Gain insight and take control with Vincents.

AICM Divisional Partner

Web: www.sharpandcarter.com.au For any assistance with Credit recruitment, please call Melbourne – Chris Belegrinos on 03 9616 2622 Email: cbelegrinos@sharpandcarter.com.au Sydney – Janine Coppeller on 02 8315 8804 Email: jcoppeller@sharpandcarter.com.au Sharp & Carter will tailor candidate sourcing strategies to suit your company’s needs, taking into account factors such as time frame, budget, level of role and availability of candidates in the market.

We are committed to achieving a successful outcome for every assignment on which we work.

TRADE CREDIT INSURANCE National Supporting Sponsor

AICM Divisional Partner

Worrells

Ferrier Hodgson Level 28, 108 St George’s Terrace Perth WA 6000 Tel: 08 9214 1444 Email: perth@fh.com.au Web: www.fh.com.au As a leading independent financial advisory and restructuring provider, Ferrier Hodgson solves complex problems with commercial solutions.

AICM Divisional Partner

Suite 1103, Level 11, 147 Pirie Street Adelaide SA 5000 Tel: 08 8214 0500 Email: adelaide@worrells.net.au Web: www.worrells.com.au Worrells is dedicated to solvency management, insolvency administration and forensic investigation. Worrells have been providing high quality corporate and personal insolvency services for over 40 years. We pride ourselves on offering reliable and practical solutions to those burdened with debt. With 24 partners and over 100 staff in 26 locations across Australia we are resourced nationally but focussed locally.

Tel: 1800 882 820 (freecall) Email: info@nci.com.au Web: www.nci.com.au National Credit Insurance Brokers (NCI) has established itself as the premier trade credit insurance broker in Australia, New Zealand and Singapore. Trade credit insurance is a highly specialised area of insurance and, with its 30 years of experience, National Credit Insurance Brokers has developed an unmatched depth of expertise in arranging the right protection at the best price for your particular trading needs.

LEGAL AICM Divisional Partner

FTI Consulting

Results Legal

Tel: 08 9321 8533 Web: www.fticonsulting.com

Level 4, 183 North Quay Brisbane QLD 4000 Tel: 1300 757 534 Web: www.resultslegal.com.au

FTI Consulting is an independent global business advisory firm dedicated to helping organisations manage change, mitigate risk and resolve disputes: financial, legal, operational, political & regulatory, reputational and transactional. Collectively, FTI Consulting offers a comprehensive suite of services designed to assist clients across the business cycle – from proactive risk management to the ability to respond rapidly to unexpected events and dynamic environments.

National Credit Insurance Brokers

Results Legal is a national firm with a focus on promoting and protecting the rights of trade creditors.

Our clients are some of Australia’s largest trade credit companies who rely on our assistance for legal recovery, dispute resolution, preference claim defence and PPSA rights. Results Legal are the obvious first choice for companies seeking a national solution to resolve commercial disputes and pursue swift, successful and cost effective legal recovery action.

AICM MARKETPLACE

AICM Marketplace – our new initiative Welcome to our new marketplace.

We’re proud of the AICM and we want to let all credit professionals know those businesses that support the AICM. Thank you to these companies for their continued support and please consider them first when you’re looking for assistance in your business. We’ll also include these sponsors on our website so you can be sure to find them easily.

For more information contact:

Andrew Le Marchant Direct: +61 2 8317 5052 Email: andrew@aicm.com.au Tel: 1300 560 996

July 2017 • CREDIT MANAGEMENT IN AUSTRALIA

61

The Publication for Credit and Financial Professionals

IN AUSTRALIA

Level 3, Suite 303 1-9 Chandos Street St Leonards NSW 2065 PO Box 64 St Leonards NSW 1590 Tel: 1300 560 996 Fax: (02) 9906 5686 www.aicm.com.au