Thanks to Peak Revenue Learning, provider of KNOWLEDGESOURCE, for sponsoring this series
Episode 1: What should collectors do when consumers claim they are the victims of identity theft?
Episode 2: What should collectors do when consumers say they can’t make any payment toward a debt?
Episode 3: What should collectors do when they receive an inbound call from someone who is calling because he or she didn’t recognize the number and wants to know what the call is regarding.
Episode 4: What should a collector do when he or she makes a mistake and the consumer doesn’t notice it?
Episode 5: What should the collector say when the consumer is upset with the services originally provided by the creditor?
Episode 6: What should collectors do when consumers say they will repay a debt, but only if it is deleted from their credit report?
Episode 7: What should a collector do when he or she makes a mistake and the consumer doesn’t notice it?
Episode 8: What should a collector do when answering an inbound phone call from a consumer who received a call from the collection agency, but didn’t answer it, and is calling back to see what the call was regarding.
Episode 9: What should the collector do when the consumer appears to be nervous or standoffish when speaking on the phone?
Episode 10: What should collectors do when a consumer calls in and says “I want to buy a house and I need to get this item off my credit report”?
Episode 11: What should collectors say when consumers make the comment that this medical debt can’t be reported on their credit report anymore?
Episode 12: What should a collector do when a consumer wants to stretch out the payments for an unreasonable duration of time?
Episode 13: What should a collector do when a consumer says they don’t have access to their banking information to make a payment?
Episode 14: What should a collector do when a consumer claims that a debt has already been paid?
Episode 15: How should a collector respond when a consumer says, “I am just going to call the original creditor and take care of this with them.”
Episode 16: Dealing with mean and aggressive consumers
Episode 17: “I’m not going to pay this debt because it’s not going to show up on my credit report.”
Episode 18: I thought this debt was going to be covered by my health insurance.
Episode 19: I got a letter in the mail and it says to call if I want to dispute the debt
Episode 20: I got a notice and it says “as of April 28, I owe $453.14.” What can you tell me about it?
Episode 21: The consumer asks if you’re going to sue him/her for the debt
Episode 22: I am on a fixed income and I don’t have anything to spare.
Episode 23: What are the signs to look out for when a consumer may be trying to bait a collector?
Episode 24: How to capture cell phone numbers and email addresses from a consumer when he or she is reluctant or unwilling to provide it?
Episode 25: What should a collector say/do when a consumer claims a debt is not his/hers?
Episode 26: How do you handle a call where the consumer has no idea what the debt is about?
Episode 27. Answering questions about credit reporting.
Episode 28: I can’t pay my debt because I am spending more on gas and food and have nothing left in my budget.
Episode 29: How should a collector respond when a consumer says he or she is waiting for their income tax refund.
Episode 30: How to respond when a consumer says, “I’m not paying this unless it shows up on my credit report.”
Episode 31: What should a collector do after a debt has been verified/validated and the consumer still disagrees about the balance that is owed?
Episode 32: What to do when accused of being mean or rude during a call.
Episode 33: The consumer sounds like he or she is being coached by someone.
Episode 34: The consumer claims to be the victim of identity theft.
Episode 35: The consumer refuses to pay the debt
Episode 36: The consumer uses obscene or abusive language on the phone with the collector
Episode 37: What is the single most important lesson that a new collector must learn?