Rachel Frady has been promoted to the Chief Compliance Officer of Stellar Recovery, Inc. Rachel has over 13 years of experience in the collection industry, with extensive knowledge of every department as she has held management roles in Quality Assurance, Client Services, Administration, and Compliance.
Prior to joining Stellar Recovery, Rachel was with a leading BPO and Third Party agency where she oversaw multiple departments including Administration and Quality Assurance. Rachel led the implementation and oversite of auditing procedures to ensure compliance with client contractual requirements and government regulations. Additionally, Rachel was responsible for communicating all audit findings to executive management and worked directly with specific departmental management teams to correct audit defects.
As the Chief Compliance Officer at Stellar Recovery, Rachel will oversee the Compliance, Quality Assurance, and Training Departments. Her first initiatives for Stellar Recovery will include:
- Undertaking an exhaustive review of all existing compliance-related policies and procedures
- Developing and implementing new and revised policies and procedures designed to strengthen and enhance Stellar’s Compliance Management System (CMS)
- Closely monitor and stay abreast of all collection industry-specific legal and regulatory requirements to ensure compliance in all aspects of the business
The compliance department is set up to make sure consumers, clients, and Stellar Recovery are all protected while giving the best in class customer experience to consumers, best in class customer service and brand protection to clients, and best in class policies and procedures to Stellar operations personnel. Rachel also works hand in hand with Assurance Law Group, Stellar Recovery’s Captive Law Firm.
Under Rachel’s leadership, the Compliance Department, managed by Valle Martin, Director of Compliance, is responsible for complaint handling and tracking, policy review, and compliance auditing. The Training Department is led by Amanda Marcum Nolan, Trainer, which includes new hire training, continuous training and development with current call center agents and management staff. The Quality Assurance Department is under the direction of Yahaira Cruz and Michelle DeSalvo, who along with several quality assurance analysts are responsible for call monitoring, account auditing, and production audits.
Rachel commented that “Stellar Recovery understands the importance of Compliance and as a company, and individuals, we are committed to a standard of excellence in everything we do when it comes to consumer experience, client relationships, and employee support.”
Stellar Recovery, Inc. Corporate Headquarters is located in Jacksonville, Florida, with a satellite office in Kalispell, Montana. Please visit our website at www.stellarrecoveryinc.com.