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......

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......

Agencies are under a lot of pressure in their post charge- off placements and purchased paper. It is a tougher market place. CBS has developed a management operating system especially for third party collections. The system includes a third party call model, a set of......