Interview: Bette Capaldo, SVP of Accounting Operations, NCO Financial Systems, Inc.

Are you looking to read a positive ARM story? I have been searching for a few, and in my opinion, it’s like looking for a needle in a haystack. That was until I read of a former long-term collegues’ recent promotion, and thought to myself, now that would make for a good story. Several months prior, I was asked by insideARM’s Publisher Stephanie Eidelman if I would like to contribute an article. Sometimes, the pieces just fit together perfectly. As my soon to be 104 year old Grandmother would say–"just meant to be." Thanks Stephanie for the opportunity to share a more personal side of the ARM Industry.  – Gina McNaughton

Question (Gina McNaughton): Bette, thank you for taking the time to be interviewed. Currently you are a Senior Vice President for Accounting Operations at NCO Financial Systems, Inc. Can you be specific about your current position?

Answer (Bette Capaldo): I have senior management responsibility for multiple teams of Accounting Operations professionals operating globally.  Most of my days are spent focusing on administration of critical business initiatives related to Payment Processing, Client Accounting, and Investor Reporting.  My pursuit of ways to improve productivity and cost control measures — without compromising company, client, federal, and state regulations — is a never-ending challenge that I embrace daily.

Q: Can you describe for us what your day as a SVP at NCO looks like?

A: One of the things I enjoy most about my job is that every day is different. When I walk through the door each morning I am never sure what challenge I will find waiting for me on the other side. Each day presents new opportunities to learn and improve myself, my team, and the services that we provide.

Q: What other positions have you held at NCO?

A: Throughout my tenure with NCO, I have held numerous positions in Operations and Shared Services. Starting in an entry level position, I worked my way through the ranks holding a variety of positions that include: Administrative Support Representative, Dialer Operations Coordinator, Supervisor of Operations, Client Services and COBRA Outsourcing Manger, in addition to various leadership roles in the Payment Processing and Client Accounting arena. This diversity allowed me the opportunity to expand my knowledge base of the ARM industry and contribute to NCO’s growth from a small collection agency into a global BPO provider.

Q: Nineteen years at one employer is remarkable, how do you continue to stay focused, and stay on the cutting-edge?

A:  Self discipline and organization are keys to my ability to stay focused.  I also believe it is important to constantly re-evaluate your situation and look for new and better ways to do things.  Change is a given under my leadership.  I always raise the bar for both myself and my team and never settle for status quo.

Q: Was there a defining moment for you when you realized that the ARM industry was going to be your long-term career?

A: When I started in this business 19 years ago I couldn’t have imagined where it would take me.  I can’t pinpoint one defining moment; rather it was an evolution for me.

Q: Centralizing processes from many branches is very difficult, especially from a payment perspective. What can you attribute your success in this area to?

A: Centralizing processes did present a unique set of challenges initially; however with diligent planning, creative thinking and a dedicated team we were able to develop a solution that overcame the obstacles at hand. The centralization of payment processing has enabled us to deploy state of the art technology that rivals some large financial institutions. As a result, we have dramatically reduced administrative headaches while delivering consistent results.  Centralized processing provides a cost effective and controlled environment, which has played a critical role in supporting the rapid growth of NCO.