When to Walk Away: The Tough Call on Ending a Collection Agency Relationship 

Deciding when to end a relationship with a collection agency is rarely easy. In some cases, the decision is clear—fraud, non-compliance with regulatory requirements, serious contract violations—these are all non-negotiable deal-breakers. But what about when an agency is simply underperforming? Or when they fail to provide the level of transparency and data you need?  These grayer areas can be tricky to navigate. Do you push for improvements, or do you […]

No Parking, No Street Sweeping…No Clarity? Welcome to Debt Collection Regulations 

The top sign is straightforward enough:  “Tow Away No Parking Except by Permit. Holidays Exempt.” Got it—no parking unless you have a permit, except on holidays.  But right below it, another sign completely disrupts that clarity. When you read the second sign from left to right, it says:  “No Street Sweeping; Parking Tuesday; Except Holidays; 7 a.m. – 11 a.m.”  Wait… what? Does this mean no parking at all? No […]

New Executive Order Expands Presidential Oversight of Federal Agencies 

A recent executive order has expanded presidential supervision over both the executive branch and independent regulatory agencies, such as the Federal Communications Commission (FCC) and the Federal Trade Commission (FTC). The order introduces new oversight measures aimed at ensuring greater accountability and coordination across federal agencies.  Increased Oversight and Regulatory Review  The order, Ensuring Accountability for All Agencies, mandates that all executive departments and independent agencies submit proposed and final […]

You’re Going the Wrong Way! The Right Approach to Collector Feedback 

One of my favorite lines in Planes, Trains and Automobiles is when a car barrels down the highway in the wrong direction, and a frantic husband and wife scream, “You’re going the wrong way!”  Instead of heeding the warning, the driver (John Candy) and passenger (Steve Martin) dismiss them, saying, “How would he know where we’re going?”  Wouldn’t it be nice if a giant “wrong way” sign appeared whenever feedback […]

Mixed Signals: Why Auditing Third-Party Vendors is a Must 

A roadside sign displaying both “Speed Limit 25” and “Speed Limit 35” sends a mixed message. The main point may be clear to some—there’s road construction ahead, so slow down. But the conflicting limits create confusion. Is the speed limit 25 or 35? Or, as my husband so sarcastically put it, I would probably think it meant to add them together for a speed limit of 60. Wow. Harsh… but […]

Who Is the Collection G.O.A.T?

One Bad Game: FYI… G.O.A.T. means Greatest of All Time.  I find it funny how everyone loves to identify the G.O.A.T. in every walk of life. There is a G.O.A.T. for every sport, author, singer, actor, and I would imagine even clubs and communities across the country. The debate usually focuses on someone currently excelling, but what about those who changed the game in their time? Simone Biles is widely […]

Trump Administration Moves to Suspend CFPB Operations Amid Overhaul

The Trump administration took steps over the weekend to significantly limit the operations of the Consumer Financial Protection Bureau (CFPB), an independent agency established to safeguard consumers from corporate fraud. The move is part of a broader effort to restructure federal agencies.  CFPB Ordered to Cease Operations  Russ Vought, the newly confirmed director of the Office of Management and Budget (OMB) and acting head of the CFPB, issued an email […]

Lawmakers Push for Changes to the CFPB’s Funding and Oversight

New proposals introduced last week in both the House and Senate are aiming to cut off the Consumer Financial Protection Bureau’s (CFPB) funding from the Federal Reserve, while reinstating congressional oversight of the agency.  In the Senate, U.S. Sen. Ted Cruz, R-Texas, introduced the Defund the CFPB Act, which would eliminate the transfer of funds from the Federal Reserve to the CFPB. This bill seeks to stop the CFPB from […]

New York City Delays Debt Collector Rules—What You Need to Know 

The New York City Department of Consumer and Worker Protection (DCWP) has once again responded to industry feedback by pushing back the effective date for its new rules affecting debt collectors. This delay follows ongoing requests from the accounts receivable management industry and aims to give everyone more time to adjust to the changes.  On Wednesday, the DCWP announced through the New York City Record that the effective date for […]

Call Monitoring – the Crown Jewel for Monitoring Collector Compliance 

Have you ever woken up and thought, “I hope I get a call from a Collector today”?  It’s unlikely anyone has, but that doesn’t diminish the importance of those conversations. Every call from a collector holds a critical opportunity to understand the customer’s situation and balance two essential goals: customer satisfaction and dollars collected. Third-party collectors represent more than just themselves—they are an extension of the creditor. Yet, in many […]