NADÈGE, FIELD CONCILIATOR, MEETS DEBTORS TO LISTEN TO THEM

Nadège Willems has been a field conciliator at TCM for 18 months. She travels the country with her iPad, but especially with her capacity to listen, and meets debtors. Her art and her skill are to understand, with them, how to solve their unpaid bills. She explains her job to us.

Hello Nadège, what is your academic background?

Studying law seemed interesting to me in many ways. But in fact, I was drawn to the possibility of solving social problems. I wanted to understand the implications of this or that situation and the solutions that were possible or not from a legal point of view. I was especially passionate about civil law (obligations, contracts, sureties, family, patrimonial, etc.). I obtained a Master of Law degree from UCL in 2019.

What were your previous jobs?

I did several student jobs, including Oh Green (plants, decoration, animals) in Louvain-la-Neuve for several years. I’ve worked there in almost every department. The team was very nice, and the very flexible hours allowed me to carry out other activities such as taking classes, performing assignments, and taking exams.

My first professional job is at TCM. After a few weeks of training in the office, I became a “field conciliator”, which means that I visit debtors, both private and businesses, to understand what is preventing them from meeting their payment obligations.

The advertisement for the job, by a temp agency, gave only a very brief description. And I was not familiar with the business of collection agencies. I arrived for the agency job interview unprepared. They gave the name of the recruiting company. After the meeting, I went to the TCM website. I found it quite interesting and looked forward to my interview at TCM to learn more.

The interview with TCM lasted 4 hours and yet it didn’t seem long! What I really appreciated was the very relaxed aspect. I quickly felt in my place. The discussion was very pleasant, there was no feeling of being judged. I felt I could speak freely and perceived my interlocutors to be very attentive and caring. The job was well explained to me and it was explained to me on several occasions that sometimes the situations encountered are difficult. As the interview progressed, I realized that this job was for me. I was openly explained the difficulties which ultimately convinced me even more that it would suit me very well!

You like Edward L. Kramer’s quote: “Don’t wait until you are happy to smile, instead smile to be happy”

There are people who don’t like to be on the road, but I love it! I’m on the move all the time and that’s something I really enjoy. Besides, I have now ridden quite a bit across the country and have found that it is beautiful. Also, I felt less locked down than the others, which made this period easier for me. So, in conclusion, I have a mobile office with a nice decor.

I organize my work very freely, which gives me the impression of being independent while enjoying the benefits of being an employee.

What is most important to me is that I am in contact with a wide variety of people. I enjoy listening to people and helping them find solutions to their problems. I feel useful to these people and it is very gratifying. My job must be done well so that both parties are satisfied and that the commitments made are kept.

I want to achieve better results, learn from my past mistakes, and continually improve the quality of the service I provide.

I feel happy in my life; I am a smiling person. If I can transmit this smile, it makes me very happy. When I go to see debtors, I also like to make them smile if possible. A smile is free and sometimes it can add a lot to someone’s life. A little note of positivity when everything looks dark can work wonders.

What are the essential qualities of the field conciliator?

The need for people to talk has intensified with covid, at least in some people. My visit to debtors sometimes lasts only a few minutes, but it can happen that it lasts an hour!

Because of covid, people feel lonelier. The lock downs, the restrictions on social contacts have caused some people a real disarray, a mixture both of suffering caused by loneliness and also the fear of being a victim of the virus. These people try to compensate by extending exchanges with all possible interlocutors.

Various social support companies and services have eliminated physical appointments and now everything happens over the phone or behind a screen. [Note: TCM also had to interrupt this service during two periods when it was prohibited; but resumed as soon as legally possible.]

All of this has contributed to reinforce the feeling of loneliness in many people. In recent months, when I make my visits, many open their hearts to me, confide in me their fears, their dismay and their uncertainties about the future. Having someone in front of them makes them feel good. On several occasions I have had remarks where people tell me that it has given them warmth and comfort. We must realize that the current situation may have put some people in a fragile situation. It is good for them to have someone present who they can show the reality of their situation to and who they can talk to.

While at the start of the conversation the debtor may be angry, embarrassed, or sad at times, I’m especially happy to finally see a smile. And this happens very often, among consumers or even in business.

Do you have an example?

Recently a gentleman greeted me very coldly. He admitted having to pay a bill, but the debt was linked to his marriage, which ended badly. He was irritated by our emails and phone calls.

I calmly asked him to explain the situation to me. He then told me the thread of his difficulties. Amongst other problems, he had lost his job in the catering industry following the coronavirus measures (“non-essential” trade). He had been able to find a job in the construction sector but had an accident and found himself unable to work, stranded at home. We then spoke more and more freely, especially about his divorce and his children.

This discussion, like many others, enriched me. And I am obviously not talking about the payment of the debt, which we solved easily. But I think I am not mistaken in saying that today this gentleman no longer has the same prejudices about my profession: debt collection.

What is your conclusion

I cannot resolve all of debtors’ personal problems, but the fact that I come to help them resolve at least one issue amicably relieves them.  It makes me happy.

Thank you Nadège.

5 October 2021

NADÈGE, FIELD CONCILIATOR, MEETS DEBTORS TO LISTEN TO THEM

Nadège Willems has been a field conciliator at TCM for 18 months. She travels the country with her iPad, but especially with her capacity to listen, and meets debtors. Her art and her skill are to understand, with them, how to solve their unpaid bills. She explains her job to us.

Hello Nadège, what is your academic background?

Studying law seemed interesting to me in many ways. But in fact, I was drawn to the possibility of solving social problems. I wanted to understand the implications of this or that situation and the solutions that were possible or not from a legal point of view. I was especially passionate about civil law (obligations, contracts, sureties, family, patrimonial, etc.). I obtained a Master of Law degree from UCL in 2019.

What were your previous jobs?

I did several student jobs, including Oh Green (plants, decoration, animals) in Louvain-la-Neuve for several years. I’ve worked there in almost every department. The team was very nice, and the very flexible hours allowed me to carry out other activities such as taking classes, performing assignments, and taking exams.

My first professional job is at TCM. After a few weeks of training in the office, I became a “field conciliator”, which means that I visit debtors, both private and businesses, to understand what is preventing them from meeting their payment obligations.

The advertisement for the job, by a temp agency, gave only a very brief description. And I was not familiar with the business of collection agencies. I arrived for the agency job interview unprepared. They gave the name of the recruiting company. After the meeting, I went to the TCM website. I found it quite interesting and looked forward to my interview at TCM to learn more.

The interview with TCM lasted 4 hours and yet it didn’t seem long! What I really appreciated was the very relaxed aspect. I quickly felt in my place. The discussion was very pleasant, there was no feeling of being judged. I felt I could speak freely and perceived my interlocutors to be very attentive and caring. The job was well explained to me and it was explained to me on several occasions that sometimes the situations encountered are difficult. As the interview progressed, I realized that this job was for me. I was openly explained the difficulties which ultimately convinced me even more that it would suit me very well!

You like Edward L. Kramer’s quote: “Don’t wait until you are happy to smile, instead smile to be happy”

There are people who don’t like to be on the road, but I love it! I’m on the move all the time and that’s something I really enjoy. Besides, I have now ridden quite a bit across the country and have found that it is beautiful. Also, I felt less locked down than the others, which made this period easier for me. So, in conclusion, I have a mobile office with a nice decor.

I organize my work very freely, which gives me the impression of being independent while enjoying the benefits of being an employee.

What is most important to me is that I am in contact with a wide variety of people. I enjoy listening to people and helping them find solutions to their problems. I feel useful to these people and it is very gratifying. My job must be done well so that both parties are satisfied and that the commitments made are kept.

I want to achieve better results, learn from my past mistakes, and continually improve the quality of the service I provide.

I feel happy in my life; I am a smiling person. If I can transmit this smile, it makes me very happy. When I go to see debtors, I also like to make them smile if possible. A smile is free and sometimes it can add a lot to someone’s life. A little note of positivity when everything looks dark can work wonders.

What are the essential qualities of the field conciliator?

The need for people to talk has intensified with covid, at least in some people. My visit to debtors sometimes lasts only a few minutes, but it can happen that it lasts an hour!

Because of covid, people feel lonelier. The lock downs, the restrictions on social contacts have caused some people a real disarray, a mixture both of suffering caused by loneliness and also the fear of being a victim of the virus. These people try to compensate by extending exchanges with all possible interlocutors.

Various social support companies and services have eliminated physical appointments and now everything happens over the phone or behind a screen. [Note: TCM also had to interrupt this service during two periods when it was prohibited; but resumed as soon as legally possible.]

All of this has contributed to reinforce the feeling of loneliness in many people. In recent months, when I make my visits, many open their hearts to me, confide in me their fears, their dismay and their uncertainties about the future. Having someone in front of them makes them feel good. On several occasions I have had remarks where people tell me that it has given them warmth and comfort. We must realize that the current situation may have put some people in a fragile situation. It is good for them to have someone present who they can show the reality of their situation to and who they can talk to.

While at the start of the conversation the debtor may be angry, embarrassed, or sad at times, I’m especially happy to finally see a smile. And this happens very often, among consumers or even in business.

Do you have an example?

Recently a gentleman greeted me very coldly. He admitted having to pay a bill, but the debt was linked to his marriage, which ended badly. He was irritated by our emails and phone calls.

I calmly asked him to explain the situation to me. He then told me the thread of his difficulties. Amongst other problems, he had lost his job in the catering industry following the coronavirus measures (“non-essential” trade). He had been able to find a job in the construction sector but had an accident and found himself unable to work, stranded at home. We then spoke more and more freely, especially about his divorce and his children.

This discussion, like many others, enriched me. And I am obviously not talking about the payment of the debt, which we solved easily. But I think I am not mistaken in saying that today this gentleman no longer has the same prejudices about my profession: debt collection.

What is your conclusion

I cannot resolve all of debtors’ personal problems, but the fact that I come to help them resolve at least one issue amicably relieves them.  It makes me happy.

Thank you Nadège.

5 October 2021