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insideARM Weekly Recap- Week of April 1, 2024

Last week our editorial team picked out the most relevant news for ARM industry professionals trying to stay on top of the ever-changing debt collection landscape. This included an article warning nonbanks to plan for CFPB oversight, a breakdown of the impacts of the CFPB’s late fee rule, and a notice to compliance professionals regarding consumer complaints. Read on to see a synopsis of everything we highlighted during the week and why our editorial team thinks you should know about it.

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New: How AI-powered Multichannel Outreach Is Transforming the Collections Industry 

Industry-leading agencies have been using Interactive Assistants powered by Conversational AI to automate collection calls with consumers across multiple channels—voice, email, chat, and text. Offering consumers the option to communicate via their preferred channels is crucial. In this new white paper from Skit.ai, you'll learn: 

  • What industry leaders who have been using Conversational AI are saying 
  • What the latest regulatory updates mean for Conversational AI users 
  • How AI can help you reduce delinquencies and charge-offs and collect faster 
  • The benefits of adopting AI now vs. Later 

Download Now

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[Video] Unlocking a Consumer's True Capacity to Pay

Did you know that a consumer’s credit score isn’t the most indicative measure of their capacity to pay? Credit scores lag, they don’t provide a full picture, and they can’t be monitored daily. By focusing on capacity to pay instead of a credit score, many in the collections industry are seeing an uptick in their paying accounts. But what is capacity to pay, and why does it matter?

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A Friendly Reminder of the Importance of Robust Consumer Complaint Handling Processes

On February 27, 2024, the California Department of Financial Protection and Innovation (the Department) entered into a public consent order with a company that provides consumer financial services to California residents. The consent order alleges that between January 2020 and September 2022, the Department received complaints from consumers raising concerns about their accounts and customer service interactions with the company, which the Department forwarded to the company for investigation and response. The Department also investigated the company’s handling of those consumer complaints.

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Latitude by Genesys' Cris Bjelajac Tries to Make a Difference with Guaranteed Voting Access

MENLO PARK, CA -- It's easy to overlook the significance of grassroots engagement and local participation in the democratic process—however, leaders like the Sr. Director of Business Operations at Latitude by Genesys, Cris Bjelajac, are setting an example by actively participating in their local elections. Bjelajac volunteered as a Precinct Officer for his local elections on Super Tuesday, March 5th.

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Operational Impacts of the New CFPB Credit Card Late Fee Rule

On March 5, 2024, the Consumer Financial Protection Bureau (“CFPB”) issued its final credit card late fee rule (the “Final Rule”), which, amongst other things, significantly reduces the late fee safe harbor cap for issuers other than “smaller card issuers” from the currently permitted $30 (and $41 for repeat violations) to a flat fee of $8 for all violations. In prior blogs, we have discussed the Final Rule and how it compares to Regulation Z and the previously Proposed Rule, and a legal challenge to the Final Rule brought by financial industry trade associations in a lawsuit and motion for preliminary injunction. Below, we discuss some of the operational impacts we expect to see when the Final Rule becomes effective.

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ConServe Cares Program Announces March Donation

ROCHESTER, N.Y. -- Continental Service Group, LLC d/b/a ConServe, in conjunction with the company’s “Matching Gift Program”, donated its March ConServe Cares proceeds to the American Heart Association. The ConServe team supports and funds the efforts of numerous local non-profit agencies that strive to make a difference. Due to the kindness and generosity of their employees, numerous lives in their community have been positively impacted and enriched.

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