COLLECTORS SHARE TIPS TO HELP ESTABLISH CONNECTIONS WITH CONSUMERS
- Conversations between collectors and consumers are like snowflakes, in that each of them are unique and one-of-a-kind in their own way. Consumers can be hostile, skittish, uncertain, embarrassed, aggressive, confused, or some combination of any or all of those emotions. Making any of those types of consumers feel comfortable is no small feat. And it’s usually the collectors who do less talking and more listening that are able to bridge those gaps, establish connections with consumers, and get them to pay their debts. A panel of training experts recently talked about the skills needed for collectors to establish connections with consumers during a webinar that was sponsored by Peak Revenue Learning.
APPEALS COURT AFFIRMS RULING IN FDCPA FEES-ON-FEES CASE
- The Court of Appeals for the Seventh Circuit has affirmed a lower court’s ruling that a collector did not violate the Fair Debt Collection Practices Act by attempting to collect attorney’s fees and fees-on-fees after filing a collection lawsuit against an individual.
CALIFORNIA LEGISLATURE PASSES AB1020
- The California state Senate has followed the Assembly in passing AB1020, a bill that would restrict hospitals from selling certain patient debts, require collectors to certify that patients have been screened for public programs and financial assistance before filing a collection lawsuit, and extend the period before a debt could be placed with a collection agency until 180 days after the initial billing, among other provisions.
LAWMAKERS, REGULATORS PRAISE ED. DEPT.’S NEW OVERSIGHT GUIDANCE
- Lawmakers, state Attorneys General, and state regulators — including those that regulate collection agencies — are praising a decision by the Department of Education to undo a Trump-era rule regulating debt collectors and servicers of federal student loans. The Education Department last month sought to repeal a rule that was enacted in 2018 preventing states from accessing records needed to investigate student loan servicers and debt collectors.
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The Daily Digest is sponsored by TCN. Today, contact centers need to do more with less. TCN’s cloud-based predictive dialing tools and services help clients to leverage the most sophisticated inbound, outbound, and blended calling technologies available. TCN’s award-winning platform offers multiple features to assist in compliance while improving performance with no hardware, no monthly minimums, or maintenance fees. Call 866-745-1900 or visit tcn.com today.