Your firm is invited to submit a Proposal for the following: The WCB requires third party collection agency services for the collection of past due employer assessments receivable and worker overpayments.
Description of Services
The WCB refers accounts from $100 up to $1,500. Accounts must have received a final collections notice from WCB within the last six (6) months.
The WCB uses third party collection agency services in the collection of past due employer assessments receivable or worker overpayments. The WCB requires the Contractor to perform the following:
a) Provide collection of monies due to the WCB for past due employer assessments receivable or worker overpayments;
b) Exercise due diligence to effect collection of all such accounts referred and employ such lawful means, methods, and procedures as in its judgment, discretion, and experience it believes will effect collections;
c) Provide separate collection data and monthly billing information for employer assessment accounts and worker overpayment accounts;
d) Monies collected shall be remitted on or before the fourth (4th) Business Day of the month following the month of collections;
e) Provide monthly reports to the Supervisor, Collections and Accounts Receivable, no later than the fourth (4th) Business Day of the month;
f) Reporting requirements shall be separate for employer assessments receivables and worker overpayments, including but not limited the following details:
(i) Accounts being recommended for reporting to credit bureaus;
(ii) Accounts paid in full or deemed uncollectible;
(iii) Statement summary report including details on each payment collected;
(iv) Monthly detailed activity including:
i. Accounts assigned;
ii. Debtor's name(s);
iii. WCB account/claim number;
iv. Date assigned;
v. Outstanding balance;
vi. Date and amount of Contractor direct payments;
vii. Commissions earned;
viii. Cumulative totals;
(v) Aged summary of funds received;
(vi) Funds received by account month-of and year-to-date;
(vii) Outstanding accounts;
(viii) Monthly account status including:
i. Debtor's name;
ii. Account/claim number;
iii. Date assigned;
iv. Assigned balance;
v. Amount of last payment;
vi. Total amount recovered;
vii. Recovery rate;
g) Provide other reports, as mutually agreed upon; and
h) Provide recommendation when a debtor account should be closed (e.g. the account has been paid in full, the debtor has filed for bankruptcy, the debtor has passed away, the debt has been deemed uncollectable), supported with documentation.
The Contractor shall be responsible for:
a) Locating the debtor;
b) Collection of all outstanding accounts assigned by the WCB;
c) Collecting the full amount of the debt (e.g. the Contractor cannot negotiate a different amount with the debtor, however, can negotiate payment arrangements); and
d) All collection costs.
The Contractor shall provide effective customer support to the WCB including, but not limited to:
a) An account executive assigned to the WCB to manage the relationship (e.g., expedite and if necessary, escalate issue resolution), and where possible a single customer support point-of-contact should be identified to assist the WCB with its collection needs;
b) Establishing an ongoing communications program and expectations with the WCB;
c) Report complaints received from debtors within twenty-four (24) hours;
d) Attending meetings with WCB, as requested; and
e) Providing services, including correspondence, as required.
The Proposal should include the following information:
a) History of the Vendor's agency and key members of management/collection team (indicate if the Vendor is local, regional, or national in scope);
b) Location of the office from which the Services are to be performed;
c) Description of the Vendor's workers compensation or government agency collections experience;
d) Description of the Vendor's ethical and moral values;
e) Description of the Vendor's knowledge and experience with applicable legislation governing collections;
f) A brief outline of the Vendor's capabilities to provide the Services, including the methods and systems employed;
g) An overview of how the WCB's account will be managed with a description of the Vendor's normal method used to collect accounts, including specific work standards based on balance ranges, and include the number of both written and telephone collection attempts;
h) A sample monthly invoice;
i) Description off the Vendor's data security measures (including software update practices, encryption methods, building security, firewalls, and PCI Compliance) used to ensure the protection of any confidential information; and
j) Samples of all forms/correspondence to be used for collection.
The Contractor must be licensed to act as a collection agent in the Province of Manitoba.
The Contractor and its staff will observe debtor rights within the constraints of all provincial and federal laws, statues, and regulations including The Business Practices Act (Manitoba) and The Consumer Protection Act (Manitoba).
When collecting debts on behalf of the WCB, the Contractor must be honest, fair, and treat debtors with integrity and respect. The Contractor must not, under any circumstances, use any threats, intimidation, or harassment of a debtor in the collection of accounts or violate any government guideline.
The Services shall normally be performed during Business Hours. However, the WCB may request some of the Services to be performed outside Business Hours from time to time, as deemed necessary, in the unfettered discretion of the WCB. The Contractor shall not be entitled to charge overtime rates unless specified in the Fee Schedule.
The Contractor will not be required to have and maintain workers compensation coverage for its workers who will be providing the Services, unless required pursuant to The Workers Compensation Act.
The Services shall normally be provided offsite at the Contractor's facilities located in Canada, as applicable, unless otherwise agreed in writing.
It is expected the Services will be required for a period of five (5) years with a preferred start date of January 3, 2023.
