Government

Partner with the country’s leading government collections agency and efficiently recover taxes, fines, fees, and other government receivables.

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Experts in government debt collection

With 90+ years working with government agencies, CBE leads the industry in recoveries and customer satisfaction. It’s our flexible, out-of-the-box approach to debt solutions that makes us effective. With extensive knowledge in our pockets, and best-practices to guide us, we’re able to provide thoughtful, caring debt collection.

The licensed and qualified staff at CBE designed systems, processes, and transactions to enable federal, state, and local governments to exceed their objectives and raise the level of service to constituents through debt collection, contact center operations, and contact tracing.

 

CBE blends artificial intelligence with human touch to its debt solutions

CBE makes it possible for consumers to send a message, make a payment, or speak to a virtual agent any time of day or night. Constituents can securely and conveniently resolve their debt account from their phone, tablet, or laptop in a manner that enables flexibility and strengthens reputations.

We Operate by the
“Golden Rule”

Great people doing the right thing

At the heart of government debt collection are CBE team members — agents are non-judgmental and caring, applying an ethical approach to debt recovery. It’s the people’s experience that matters, and it’s maximizing results without sacrificing integrity.

Constituent business expertise: federal, state, and city government contracts

How do you become the top collection agency for the three largest government contracts? Scalability, consistency, and industry expertise. 

We work every day 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 citizen-centric approach to providing customer service and serving consumers on their terms and within their timeframe. Federal contracts account for over 64 percent of our active inventory, due to our ability to deliver industry-leading recoveries compared to other agencies.

Here’s how we’re different:

  • We are a top performer on Federal contracts.
  • After-call survey results show 85% of consumers rated CBE either a 4 or 5 (on a 1 to 5 scale) for satisfaction.
  • Data and technology-driven, secure platforms insure privacy, consistency, and reliability.
  • Continued investment in state-of-the-art solutions and artificial intelligence.
  • Proprietary skip tracing enginethe only debt collection agency with this type of innovation
  • Scalable platforms and comprehensive agent training programs supporting any size contract.

Whether we’re serving smaller state governments or the largest contracts in the federal government, we have the capabilities, flexibility, and know-how to complete any job more effectively than other debt collection agencies. 

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 entities 

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, we can recover more outstanding government debt while calling less, and in the end, generating more revenue with less risk for our clients. 

By utilizing the most advanced technology and tools, we deliver consistent, high-quality results:

Operational Technologies

CORE Collection Platform

Our custom account tracking intelligence tool helps us maintain effective operational strategies with our workforce and can be tailored to the exacting requirements of our clients.

EFT Agree

A compliant solution for recurring debit payments. Citizens have access to our interactive voice response (IVR) technology through which they can secure future payments that are compliant with Regulation E.

CallMiner Speech Analytics

We utilize CallMiner speech analytics software to analyze each call for quality assurance and compliance with documented standards.

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.

LocateSmarter 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 citizens.

WebVision Client Portal

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.

Citizen-Facing Technologies

eNoticesPlatform

The eNotice leverages email addresses supplied by our clients and accommodates a preference for electronic communication with links to payment options.

Text Messaging

Compliant one-way SMS text messaging allows for fast delivery of information and provides citizens an opportunity to reach us at a time convenient for them.

Doing the

Right Thing

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

Leading

the way

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Our Impact

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

Robust infrastructure and security protocols that meet rigorous security requirements

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 risk.

The IRS’s regular security reviews affirm that CBE has developed and implemented impressive security controls and methodologies in its business processes. 

CBE Companies’ security certifications:

  • SOC 2 Type II Report
  • PCI-DSS v3.2.1 Report on Compliance
  • Information Security Assessment based on ISO 27002/GLBA
  • Information Security Assessment based on IRS Publication 1075
  • FISMA control requirements related to security requirements 
  • Audited for NIST 800.53 and IRS4812 compliance
  • Certified Receivables Business (CRB) designation by Receivables Management Association International (RMAi)

Industry leading recoveries and customer satisfaction 

We align our capabilities and resources with our client’s priorities of customer satisfaction and experience. In 2019, CBE achieved the following scores: 

  • Second-highest satisfaction score of 93.54 percent 
  • Highest professionalism score of 96.39 percent 
  • Second-highest knowledge score of 96.27 percent

Our industry-leading recoveries and best-in-class customer satisfaction scores exceed 99 percent.

We put our experience and culture of innovation to work for you

Our employees are empowered to execute on new ideas. If current technology won’t meet our needs, we invest in proprietary solutions that are better than what is presently available in the market. This ensures we are proactive to industry changes, and, in the end, gives 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, 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.

 

 

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