Magazine article Business Credit

Team Effort Paves the Way to Make Baltimore Affiliate Excel

Magazine article Business Credit

Team Effort Paves the Way to Make Baltimore Affiliate Excel

Article excerpt

Serving the needs of the credit community in a large metropolitan area is not an easy job. And if you multiply this by three metro areas, you will find that not many organizations are up to the task. But the National Association of Credit Management-Chesapeake Chapter, Inc. prides itself on the fact that when it comes to helping its credit communities, they stand head and shoulders above the competition.

Headquartered in the Maryland suburb of Hunt Valley, the NACM-Chesapeake Chapter provides the businesses of Baltimore with a top-flight credit association. But not only Baltimore reaps the benefits that the organization has to offer. The association also has an office in Philadelphia, Penn., its greater Delaware Valley Region branch. In addition, the association serves the cities of York, Harrisburg, and Lancaster, Penn., through the Hunt Valley office and calls this its Capitol Region.

Making Her Mark

With 16 years of credit experience under her belt, association president Jane Dolan knows what it takes to run a successful operation. Dolan joined the NACM-Chesapeake Chapter in 1979. After serving the association in a number of positions for 10 years, she was promoted to president in December 1989.

In three short years since taking the reins as president, Dolan has already left her mark on the association. She set up the Maryland Institute of Credit, an accreditation program for credit personnel that is run through NACM's educational arm, the Credit Research Foundation.

"This was a major undertaking," says Dolan. "We started out with 15 students in September 1990 and we now have 45 students attending classes in Baltimore and Philadelphia. My next goal is to establish a class in the Capitol Region."

Dolan has also worked hard to increase the association's visibility in its local communities. She has stepped up its participation in the Chamber of Commerce, visited law firms, and intensified her networking, all to inform people of the benefits that the NACM-Chesapeake Chapter has to offer. "I want people to recognize our name as the source for business credit information," she says.

Management Style Makes Contribution

The NACM-Chesapeake Chapter has enjoyed continued success under Dolan's leadership. According to her, a factor which has played a major role in this success is the dedication and professionalism of the association's staff. "We have many employees that have been here for a number of years," notes Dolan, "and they are all extremely customer oriented. Service is the key to success in any business and we bend over backward to satisfy our members and get them the answer that they need."

Dolan's management style has largely contributed to the staff's service-oriented philosophy. "We have an intelligent and highly motivated staff," says Dolan. "I feel very strongly that people grow by taking responsibility and I encourage my staff members to make decisions. The leeway I give the staff has heightened our customer service."

High Expectations

Plans are big and bright for the future of the association under Dolan's guidance. Looking down the road, she has set a goal for the association to own a building within the next five years.

Dolan is also committed to improving and expanding the scope of services that the association provides. They have recently begun to market a new product with their credit reports, a portfolio management tool kit (PMTK). The PMTK is an on-line early warning credit report system that identifies customers with problem accounts.

She also has plans to increase the role of education in the association by expanding the classes offered by the Maryland Institute of Credit. "I would like to implement advanced credit classes in the institute in order to broaden our certification programs," she says. "We place a big emphasis on education because our members specifically ask for it. …

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