New Washington Law Redefines Medical Debt and Strengthens Consumer Protections 

Washington state has taken a major step toward protecting consumers from the harmful effects of medical debt. This week, Governor Bob Ferguson signed Senate Bill 5480 into law, introducing new safeguards around how medical debt is defined and reported.  What the New Law Does  At its core, the legislation aims to shield Washington residents from the long-term financial harm that can result from medical debt appearing on credit reports. Among […]

Judge Temporarily Blocks Mass Layoffs at the CFPB Amid Union Lawsuit 

A federal judge has halted the planned layoffs of more than 1,500 employees at the Consumer Financial Protection Bureau (CFPB), pausing what would be one of the most significant workforce reductions in the agency’s history.  U.S. District Judge Amy Berman Jackson issued the order ahead of an April 28 hearing in response to a lawsuit brought by the National Treasury Employees Union and other groups. The judge’s decision freezes the […]

Butt Seriously, Let’s Talk About Audits: How Collection Agencies and Repo Vendors Can Save Themselves with Better Testing 

Nobody cheers when audit season rolls around… except me.  While collection agencies groan and repossession vendors brace for impact, I’m over here reviewing contractual requirements and queuing up spreadsheets to test results. And the creditors? They don’t exactly relish the role of audit police either. But here’s the truth: it’s not about catching someone doing something wrong—it’s about preventing wrong from happening at all.  Whether a creditor makes up 1% […]

Washington Legislature Passes Medical Debt Reform Bill 

Washington’s Senate has approved Senate Bill 5480, a measure designed to reform how medical debt is treated, particularly in relation to credit reporting. The bill now heads to the governor’s desk for final approval, marking a significant shift in consumer debt protections within the state.  A major focus of the bill is to redefine and regulate how medical debt is reported. An updated amendment now defines medical debt as a […]

What a Great Shovel, Rake and Trowel Taught Me About Recognition 

Rewarding Exceptional Performance – The Challenges  Not every reward needs to be glamorous to be meaningful. Years ago, early in my career, I earned a set of garden tools through a performance incentive program. It wasn’t a bonus check or a flashy plaque—but to this day, I still remember that heavy-duty rake, shovel, and trowel with ergonomic grips and a matching carrying bag. Why? Because it felt personal. It was […]

The Elephant in the Mirror: Self-Awareness in Debt Collection Audits 

Just like elephants recognizing their own reflection—a sign of intelligence and self-awareness—collection agencies and repossession vendors must be able to see themselves clearly through audits. A strong audit process isn’t about playing “gotcha” or simply checking boxes. It’s about recognizing weaknesses, strengths, and blind spots.  Embracing the Audit as a Mirror  Let’s face it: no one enjoys being audited. Especially when the auditor is an outsider. It can feel intrusive, […]

Can a Goat be a Great Collector? 

After exploring the Plastic Owl and Antelope Theories, I began thinking about what other animals could join our wildlife-inspired series on workplace behavior. Naturally, I turned to what I know best: collection calls.  Over the years, I have listened to thousands of them. And if there is one universal truth, it is this—customers want to be heard, not judged. They want to be understood, offered solutions that fit their situation, […]

Financial Education Reimagined: Reaching Customers Who Don’t Answer the Phone, Text, or Email? 

One of the most persistent frustrations in consumer finance—especially with subprime portfolios—is figuring out how to educate customers about their financial responsibilities, credit behavior, or available support… when they won’t pick up the phone, reply to texts, or open emails. Maybe the issue isn’t that they don’t care—maybe it’s that we’re not reaching them in the right way.  Consider the financial education required during Chapter 7 bankruptcy. This is a […]

Federal Judge Blocks Efforts to Dismantle the Consumer Financial Protection Bureau

In a significant legal ruling, U.S. District Judge Amy Berman Jackson has issued a preliminary injunction preventing several actions that she determined would undermine the Consumer Financial Protection Bureau (CFPB). This decision comes in response to a lawsuit filed by the National Treasury Employees Union and other organizations challenging measures implemented by CFPB Acting Director Russell Vought under the Trump administration.  Court Ruling and Legal Justification  Judge Jackson’s 112-page opinion […]

CFPB Shifts Focus Away from Payday Lending Rule Enforcement 

The Consumer Financial Protection Bureau (CFPB) has announced that it will not prioritize enforcement of its regulation on payday, vehicle title, and certain high-cost installment loans, which is set to take effect on March 30, 2025.  Background on the Rule  Originally adopted in 2017, the rule was initially scheduled for implementation in 2019 but faced legal challenges that delayed its enforcement. A major court ruling in May 2024 upheld the […]