"The Power of Expertise: Oversight Perfected"
"The Power of Expertise: Oversight Perfected"
“Eighty-five percent of statistics are made up!” I love that quote. I’ve used it so long, I don’t remember if I saw it somewhere or may it up myself. But, it’s my favorite example of bad information—funny, totally unverifiable, and somehow still quoted with confidence. It’s also a surprisingly good reminder of how easy it is to accept flawed data without thinking twice. In the collections world, where numbers […]
Another Delay Announced The New York City Department of Consumer and Worker Protection (DCWP) has once again postponed the implementation of its revised debt collection rule. Originally set to take effect on December 1, 2024, and later moved to October 1, 2025, the rule now has no set enforcement date. According to the DCWP, a new timeline will be announced no later than three months before the revised effective date. […]
The Federal Trade Commission (FTC) has taken emergency action to shut down a deceptive debt relief operation accused of targeting older Americans and veterans with false promises and fraudulent tactics. The scheme, run by a network of seven companies and three individuals under the name Accelerated Debt Settlement, allegedly misled consumers into believing their unsecured debts could be reduced by up to 75%—or more. According to the FTC’s complaint, the […]
Account reconciliation sounds simple enough—place the account, recall the account, close it out. But if you’ve ever tried to herd cats, you’ll understand just how chaotic things can get when everyone’s not moving in the same direction. In collections, the “cats” are the systems: the creditor’s platform, the collection agency’s software, national forwarders, repossession vendors, and sometimes legal partners. Each one has its own process, its own timing, and its […]
Our most recent Recovery Management Network (RMN) call was the most dynamic session I’ve experienced to date. It opened with a live demo from Bazzuka AI, highlighting tools specifically designed to enhance collection operations—supporting live calls, automating text messages, and streamlining email communications. The conversation didn’t stop there. Eileen Bitterman from Weltman, Weinberg & Reis Co. followed with a valuable discussion about the real-world considerations agencies and creditors must weigh […]
In traditional office environments, collectors benefit from the hum of the floor. They overhear strong talk-offs and tuck those phrases away for future use. They absorb tone, pacing, how to handle objections, and how to close with confidence. It’s casual, constant exposure—and it builds real skill. Think about Po from Kung Fu Panda. No formal training, no polished technique—just wide eyes, raw enthusiasm, and a front-row seat to the masters. […]
At the opening of CRS2025, one story stuck with me: Georgia high school teacher Donelan Andrews booked a trip to England and, unlike most of us, actually read her travel insurance policy. Buried in the legal weeds was a hidden clause promising $10,000 to the first person who spotted it and emailed the company. She did—and she won. The insurer, Squaremouth, later explained it was part of a “Pays to […]
New Jersey is moving forward with implementing its new data privacy legislation by seeking public comments on proposed rules that outline how consumer data must be protected under the state’s recently enacted law. These rules are designed to enforce the New Jersey Data Privacy Act, which was signed into law by Governor Phil Murphy in January 2024 and officially took effect on January 16, 2025. The law applies to businesses […]
The Federal Trade Commission (FTC) is issuing more than $3.5 million in refunds to consumers affected by a deceptive credit-repair scheme known as The Credit Game. The refunds stem from a 2022 enforcement action against the operation’s founders, Michael and Valerie Rando, and their affiliated companies. Background on the FTC Lawsuit According to the FTC’s complaint, the Randos and their businesses charged consumers hundreds or even thousands of dollars for […]
The One Constant in Collections? Change. If you’ve worked in collections for any length of time, you know this: nothing stays the same for long.Cloud infrastructure and collection systems evolve. Cybersecurity threats shift constantly. Regulations update, new oversight rolls in, and client expectations climb higher every year. And consumer behavior? Always adapting—faster than ever. So how do we keep up? The answer, I’ve learned, is simple: Always be learning. Before […]