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About Mercantile Adjustment Bureau

Read our Executive Management Bios

Mercantile Adjustment Bureau, LLC (Mercantile) was founded in 1934 as an accounts receivable management firm servicing Western New York healthcare providers. While remaining loyal to the healthcare business that gave us our start, Mercantile has significantly diversified the services we offer, as well as the local and nationally renowned client base we service.

As a result of strategic changes, restructuring of the Company’s infrastructure, strong organic growth, significant capital investment and selective acquisitions, Mercantile is recognized as one of the ARM and Call Center Industry’s leading companies.

We are strongly positioned to facilitate the compliance, service and performance requirements of our existing client partners, while supporting the on-going growth from new and prospective clients. Mercantile employees operate from our corporate office and main call center operation in Williamsville, NY, (Buffalo, NY) and our call center in Rochester, NY, both suburbs in Western New York.

Our operations are supported by integrated data and telephony technology that allows us to function transparently between various locations and seamlessly with our client partners. CUBS is our collection system as well as the system of record for all account information. It is integrated with our automated dialer system (Dial Connection), which is a 400 station virtual system with expansion capability. We also interface with our client and vendor partner platforms to perform pre-charge off and post-charge off servicing and customer care work.

Mercantile is an employer of choice in both of the locations where we have a presence. We have achieved this reputation from a combination of a fair compensation program and a developmental environment that fosters growth, creativity and healthy competition. This enables us to attract and retain experienced call center representatives and managers. Training consists of classroom sessions and a mentoring program that provides inexperienced new hires with the skills and knowledge necessary to become successful collectors. Our below industry average turn-over rate is indicative of the time, effort and investment we have made in creating a quality work experience for our employees.

The Company’s executive leadership includes two executives each whom have long tenure in the ARM Industry within the creditor and third-party sides of the business. Our senior management leaders either have a long history in the ARM Industry or they possess seasoned and successful experience within their job discipline from outside the Industry.

We are proud of our Company’s heritage, position in the Industry and giving back to the communities where we live and operate. Mercantile is the recipient of Industry, Client and Community awards.

Mercantile’s commitment to achieving our client partners goals, while safe-guarding their reputation, remains as strong today as it has for over the past 80+ years.

Mercantile Adjustment Bureau - Certifications

  • Title IV Certified
  • SSAE16 Certified
  • PCI Compliant

Mercantile Adjustment Bureau - Memberships

  • New York State Organization of Bursars & Business Administrators (NYSOBBA)
  • ACA International
  • Professional Development Group (PDG)
  • Coalition of Higher Education Assistance Organizations (COHEAO)
  • Florida Association of Bursar and Student Accounting Administrators (FABSAA)
  • Debt Buyers Association (DBA)
  • Leadership Council Center For Excellence in Financial Counseling
  • Institute for Financial Literary
  • American Bar Association
  • American Bankruptcy Institute
  • National Conference of Bankruptcy Judges
  • National Association of Bankruptcy Trustees
  • HFMA

Who We Are - Executive Management

Bruce H. Gray – President

  • 30 years of experience in the ARM Industry
  • Background includes having spent 18 years and 12 years respectively, on the creditor and third-party side of the business
  • Held senior and executive level management positions running large scale and multi functional operations
  • Started out in Utility collections and then moved on to work for Citibank, First Chicago and Fleet Boston, having managed large collection and recovery groups
  • Prior to joining Mercantile served as President, CEO of Creditors Interchange, a top 20 collection agency

Lance Della Mea – Chief Operating Officer

  • 24 years collection leadership experience with leading issuers and agencies
  • Most recently served as President of Firstsource Advantage, the collection arm of global BPO Firstsource Solutions. Was instrumental in building the collection business from 300 to nearly 1,000 agents in the US and India over a five year span. His client base at FSA included six of the top ten issuers
  • Served prior as Vice President of Operations at Risk Management Alternatives, with responsibility for 700 FTE across multiple sites dedicated to RMA’s largest client
  • Served prior as Vice President of Operations for PNC National Bank, with responsibility for pre charge-off collections, recovery and loan sales