Congress enacts Dodd-Frank with a generalized mission. No industry really wants more help from the Government. Most in the collections industry are left asking themselves what this means to our business and practices? Some have gone as far as invent dysfunctional practices in anticipation of......

Recently the CFPB (Consumer Financial Protection Bureau) launched its online consumer complaint website for credit card customers – we can be sure that similar tools will be made available for consumers to easily document their dissatisfaction with collection efforts across most loan products. We can......

April 27, 2020 With the Covid-19, our employees have experienced a great deal of change in a short period of time. And although some have adapted to the change on the outside, there are a lot of moving parts and uncertainty for our people. In......

A serious issue in the industry is lack of good contact information when accounts roll past due and it is time to speak with the customer. This problem is particularly pronounced in situations where the servicing group was not part of the origination process. Examples......

With the establishment of the National Do Not Call List, it is much more difficult to get new products in front of customers. Most companies are turning to their own customer service operation to offer new products, up-sell or sell products as part of cooperative......

April 7, 2020 We are in unprecedented times right now. Everyone is feeling this pandemic one way or another. This includes both your employees as well as your customers.  Thus, the challenge is to be empathetic to what is going on but not sympathetic. If......

May 4, 2020 As Collectors, we are in a period where the use of excellent Bridging skills is essential, as all of our customers; and all of us, are all in the storm of this Covid-19. It is more important than ever to use the......