AI in Collections: Ready or Not, It’s Here 

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 […]

Let Them Hear Greatness: What Po the Panda Can Teach Us About Collector Training 

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. […]

Be the Squirrel: Why Contract Diligence Pays Off 

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 Advances Consumer Data Privacy with Proposed Rulemaking 

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 […]

FTC Sends Over $3.5 Million in Refunds to Victims of Credit-Repair Scheme 

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 […]

“Everything Changes: The Case for Constant Learning in Collections”

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 […]

What New FICO Scores Mean for the Future of Buy Now, Pay Later Loans 

Buy Now, Pay Later (BNPL) has become a major force in consumer finance over the past few years, but how this type of borrowing affects long-term financial health has remained something of a mystery—until now.  This fall, FICO is set to unveil the first credit scores from a major scoring provider that incorporate BNPL data. The new models—FICO Score 10 BNPL and FICO Score 10 T BNPL—are designed to give […]

Oregon Enacts Law Restricting Medical Debt on Credit Reports 

Oregon has passed new legislation aimed at limiting the impact of medical debt on consumer credit reports. Governor Tina Kotek recently signed SB 605 A, a law that will prohibit consumer reporting agencies from including known medical debt on credit reports. Additionally, the law will bar health care providers from reporting the existence or amount of medical debt to credit reporting agencies.  Set to take effect on January 1, 2026, […]

NYC Comptroller Pushes for Stronger Consumer Financial Protections in New Report 

As New York’s 2025 legislative session wraps up, a new report from New York City Comptroller Brad Lander is calling for expanded consumer financial protections across the state. The report, released in early June, urges both city and state leaders to respond to shifting federal regulations by reinforcing local consumer protection laws.  Legislative Developments in Albany  This year’s legislative session included a range of proposals aimed at strengthening protections for […]

FTC Permanently Shuts Down Phantom Debt Collection Scam 

The Federal Trade Commission (FTC) has announced a permanent ban on a fraudulent debt collection operation that deceived consumers into paying debts they didn’t actually owe. The scheme, which operated under several aliases but was primarily known as Blackstone Legal, used intimidation tactics and false claims to extract money from unsuspecting individuals.  According to the FTC, the scammers threatened consumers with fake lawsuits and damage to their credit scores if […]