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Government & Higher Education Experts

At CBE, our people make the difference in how we approach solutions for both government entities and higher education institutions. CBE’s industry experts use their extensive knowledge to provide the solutions that provide a better experience for taxpayers and students.

Government Practice: CBE’s professional staff has designed systems, processes, and transactions that have enabled federal, state, and local governments to exceed their objectives and raise the level of service to their constituents through debt collection, contact center operations, and contact tracing.

Higher Education Practice: CBE’s Collegiate Business Experts are industry professionals with over 30 years of experience. From designing campaigns for default prevention, institutional loans, federal loans and nursing loans, to accounts receivable and student fees, CBE has both the technology and strategies to exceed expectations and maintain the relationship with your students. CBE is also one of the first agencies experienced in contact tracing for colleges and universities.

 

Blending Artificial Intelligence with the Human Touch
to Engage Taxpayers and Students

We made it possible for taxpayers and students to deliver a message, make a payment, or speak to a virtual agent any time of day. Taxpayers and students can securely and conveniently resolve their account from their phone, tablet, or laptop in a manner that enables flexibility and strengthens your reputation.

We Operate by the
“Golden Rule”

We Operate by the “Golden Rule”

“Treat others as you want to be treated.” It’s a simple statement and it’s how we approach our work with your customers. It also ensures a great experience between our teams and is foundational for strengthening your company’s reputation. The consumer experience matters—whether it’s customer service or collections—and we maximize collection results without sacrificing integrity.


Collegiate Business Expertise: Education Practice

Colleges and universities benefit from the best practices, resources, and data security of a national collections firm, combined with the hands-on, high-touch approach of a local agency. A relationship with CBE will complement and enhance this goal, based on the following:

Always Working for You CBE’s ARIA, our virtual agent, is an artificial intelligence and interactive communication platform, giving your students the opportunity to resolve their account at any time in multiple languages. This tool reaches students on their terms and on their timetable, 24 hours a day, 7 days a week.

Demonstrated Expertise CBE has decades of direct expertise providing collection strategies for colleges and universities nationwide. We consistently outperform competitors with our expertise in customer service, compliance, collection strategy, technology, and price. In fact, our LocateSmarter skip tracing engine is used by many of the top agencies in the higher education vertical.

A Better Student Experience CBE is a learning organization that strives for continual development of our people, processes, and performance. In 2020, we made a substantial investment to examine the entire borrower ecosystem to improve student engagement. Through focus groups, surveys and analysis, we developed a convenient portal to encourage and support students in achieving their goals. 

Solid Financial and Leadership Stability CBE offers leadership and financial stability to further our education clients’ mission and goals. Our team includes industry experts who are active in the leadership of industry organizations. CBE is financially stable and annually achieves goals to ensure payments to the University. 

Default Aversion: Preventing Loan Defaults Our Student Loan Counseling Service (SLCS) subsidiary has worked since the 1990s to counsel students in repayment best practices and default aversion. Our focus is to help students repay their loans while avoiding the pitfalls of default. This results in lower cohort default rates and increased loan recoveries for your institution.

Primary and Secondary Debt Collection Our advanced technology, intelligent work strategies, and advanced skip tracing resources allow our team to reduce your outstanding debt. Plus, we apply our analytics resources to ensure our workforce contacts your borrowers efficiently and effectively to help them resolve their obligations and shorten your recovery timeline.

We have generated positive results for over 300 universities and colleges ranging in size from 800 to over 50,000 students.

Active in Industry Organizations CBE’s people lend their expertise through leadership positions in national, regional, and state industry organizations such as:

  • Association of Credit and Collection Professionals (ACA International)
  • Better Business Bureau
  • Coalition of Higher Education Assistance Organization (COHEAO)
  • Community College Business Organization (CBBO)
  • Florida Association of Bursars & Student Accounting Administrators (FABSAA) Florida Association
  • Kansas Association of Student Financial Aid Administrators (KASFAA)
  • Minnesota Collection Network
  • National Association of College and University Business Officers (NACUBO)
  • National Council of Higher Education Resources (NCHER)

 

Constituent Business Expertise: Government Practice

Federal, State, and City Government Contracts

How do you become the top-performing agency for the three largest government contracts? Scalability, consistency, and industry expertise. CBE proves our abilities every day working as an extension of many city, state, and federal government entities. From business process outsourcing to collection of fees, fines and taxes, we take a constituent-centric approach to providing the customer service and serving your constituents on their terms and within their timeframe. Federal contracts account for over 64 percent of our active inventory, due to our ability to deliver the highest quality results compared to other agencies.

When we say no one knows government accounts receivable like we do, it’s not a boast. Federal contracts account for over 64 percent of our active inventory, and that is due to our ability to deliver the highest quality results compared to other agencies.

  • We are a repeated top performer on Federal contracts.
  • After-call survey results show 85% of taxpayers rated CBE either a 4 or 5 (on a 1 to 5 scale) for satisfaction.
  • Data and technology driven with secure platforms to insure privacy, consistency, and reliability
  • Continual investment innovative solutions and artificial intelligence
  • The only company that has developed their own skip tracing engine
  • Scalable platforms and staff to handle any size engagement

Whether wer're serving smaller state governments or the largest contracts in the federal government, CBE has the capabilities, flexibility, and know-how to complete any job more effectively than other collections agency. CBE is a thought-leader when it comes to government debt collection; members of our team are regularly called on as industry experts for the Consumer Financial Protection Bureau (CFPB), Federal Trade Commission, industry hearings, and conferences. These industry insights are shared with our clients, providing them the currency of information to keep them ahead of the regulatory curve.

 

    Simply put: When you work with CBE, you are working with the best in government debt collection.

    Innovative Technology Drives Collection Success for Government & Higher Education
     

    Our in-house technology development allows us to add value no one else can—from lower wrong number rates to the independence gained by our unique ability to customize our systems—which means we can recover more while calling less, generating more revenue and less risk for our clients.

    Additionally, CBE’s partnerships with leading technology providers allows us do things the right way. Our improved outcomes are good for performance, and they also meaningfully improve the taxpayer and student experience. Examples of our innovative technology include the following:

    CORE Collection Platform — CBE developed  CORE, a proprietary collection software tailored to the exacting requirements of our clients. CORE is a powerful, flexible, and highly scalable system that uses intelligent decision-making to support effective operational strategies. Since CBE created this system internally and owns the copyright, our in-house IT department continually modifies and enhances the software, making CORE one most powerful systems in the collection industry today.

    LiveVox HCI Platform — CBE calls ALL phones using the LiveVox HCI platform with human intervention to eliminate any risk of potential Telephone Consumer Protection Act (TCPA) issues. This reduces wrong numbers and ensures compliance with the TCPA.

    Skip Tracing — Skip tracing is primarily performed through our patented, highly sophisticated and refined LocateSmarter automatic skip trace waterfall process, designed to identify and locate even the hardest- to-find taxpayers and students. CBE stands out from other agencies through our skip tracing capabilities and our subsidiary skip tracing firm. Not only did LocateSmarter get its start as a proprietary tool for CBE, but today LocateSmarter sells that solution to some of CBE’s largest competitors.

    We partner with several other data enrichment firms and pare the results with those found in our proprietary LocateSmarter engine. Our skip tracing technology and data analytics ensures we have extremely high Right Party Contact rates, allowing us to talk to taxpayers and students sooner than any other agency. The result is both higher consumer satisfaction and increased recovery performance.

    Speech Analytics — CBE leverages CallMiner to analyze every phone interaction with taxpayers and students. We evaluate calls based on a variety of attributes such as expected phrases or the lack thereof, speech pacing, tone, raised voice, and proper discussion of benefits and consequences. They also contribute to compliance monitoring efforts by ensuring CBE is adhering to all relevant regulations.

    Intelligent Virtual Agent (ARIA) — ARIA can assist taxpayers and students who wish to resolve their accounts without speaking to an associate 24 hours a day, seven days a week. ARIA can verify and authenticate the identity of the taxpayer or student and set up payments to resolve the account. ARIA is highly successful in securing higher and more frequent payments than a traditional IVR. If desired, taxpayers and students can reach a live associate during business hours. 

    WebVision — Available 24 hours a day, seven days a week, WebVision is our highly secure client platform that allows our clients to review key account details, communicate securely, and view and download reports, invoices, and other documents.

    PayCBEGroup.com Consumer Portal — Our consumer payment portal, PayCBEGroup.com, is designed to be user-friendly and compatible with mobile devices. This flexibility results in an enhanced experience for taxpayers and students, and faster recoveries for our partners.

    eNotices — CBE utilizes email for notices through our eNotice strategy. The eNotice leverages email addresses supplied by our clients and accommodates a preference for electronic communication with links to payment options.

    Text Messaging — CBE uses compliant one-way SMS text messaging which allows for fast delivery of information and provides taxpayers and students an opportunity to reach us at a time convenient for them.

     

    Creative Business Equipment: Tools that Drive Success
     

    • EFT Agree A compliant solution for recurring debit payments. Taxpayers and students have access to our interactive voice response (IVR) technology through which they can secure future payments that are compliant with Regulation E.
       
    • CallMiner We utilize this speech analytics software to analyze each call for quality assurance and compliance with documented standards.
       
    • Online Consumer Portal with Negotiation Engine A 24/7 self-service platform that allows taxpayers and students to make payments on their own terms utilizing negotiation technology to determine repayment and settlement options.
       
    • CORE  This custom account tracking intelligence tool helps us maintain effective operational strategies with our workforce.
    Doing the Right Thing

    Doing the
    Right Thing

    We conduct our business in accordance with the highest standards of professional behavior and ethics.

    Leading the Way

    Leading
    the Way

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    Our Impact

    Rating Quote

    Over the years CBE has consistently performed at a high level, and has achieved solid recovery rates on first and second placements for student loans and delinquent student receivables. Aside from the bottom line collection results attained by CBE, the most impressive characteristic is its knowledgeable, professional and courteous staff. It may be best, however, to summarize our University’s confidence in CBE by recognizing that it is CBE’s commitment to education and the financial aid industry that separates it from its competitors.”

    -Supervisor of Student Loans, Major University with over 30,000 students

    “When selecting CBE several years ago, we were impressed with their approach to collections. They were very cognizant of how people should be treated and seemed to attribute more value on relationships with customers than I had experienced with agencies. CBE is consistently outperforming other competitive agencies and the overall scorecard results prove that CBE’s level of performance is second to none.”

    -Leading Nationwide Service Provider

     
     


    We Put our Experience and Culture of Innovation to Work for You
     

    Over the years, CBE has gained diverse experience working on complex contracts in some of the most highly regulated industries, and as a result the processes we put into practice adhere to stringent security standards and compliance guidelines to mitigate your risk.

    Our employees are empowered to execute on new ideas. If current technology won’t meet our needs, we invest in a proprietary solution that is better than what is presently available in the market. This ensures we are proactive to industry changes, giving you a competitive advantage.

    Finally, we believe your business is our business. Our “cultural immersion sessions” allow us to gain a thorough understanding of your unique business, taxpayer or student demographics, and culture with either an on-site or virtual visit. Aligning your culture with our core values provides a stronger bond for a mutually beneficial experience.

     

    Sales Contact:


    John Schwarm

    John Schwarm, MBA, DBA
    Sales Director
    Cell: (319) 505-7055
    john.schwarm@cbecompanies.com