Thanks to Peak Revenue Learning,
provider of KNOWLEDGESOURCE,
for sponsoring this series
Michael Jeselnik
What should collectors do when consumers claim they are the victims of identity theft?
What should the collector say when the consumer is upset with the services originally provided by the creditor?
What should the collector do when the consumer appears to be nervous or standoffish when speaking on the phone?
What should a collector do when a consumer says they don’t have access to their banking information to make a payment?
Greg Ruffino
What should collectors do when consumers say they can’t make any payment toward a debt?
What should collectors do when consumers say they will repay a debt, but only if it is deleted from their credit report?
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”?
Beth Conklin
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.
What should a collector do when he or she makes a mistake and the consumer doesn’t notice it?
What should collectors say when consumers make the comment that this medical debt can’t be reported on their credit report anymore?
Mindy Chumbley
What should a collector do when he or she makes a mistake and the consumer doesn’t notice it?
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.
What should a collector do when a consumer wants to stretch out the payments for an unreasonable duration of time?
Tony Diaz
What should a collector do when a consumer claims that a debt has already been paid?
Dealing with mean and aggressive consumers
Kelly Parsons-O’Brien
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.”
“I’m not going to pay this debt because it’s not going to show up on my credit report.”
