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Work From Home Checklists & Agreements

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Work From Home Policies & Procedures

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New Agent Onboarding Manuals

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Policies & Procedures: Call Escalation

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Document Packet: FDCPA Tests & Answer Keys

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Policy & Procedure Packet: Anti Money Laundering

Policies & Procedures: Vendor Management

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Policies & Procedures: Outbound Communications

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Policies & Procedures: Disaster Recovery

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Policies & Procedures: UDAAP

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Policies & Procedures: Equal Credit Opportunity Act (ECOA)

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Policies & Procedures: Threats/Abuses Against Collectors

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Compliance and the Debt Industry Board Education Deck: Oct 2018 - Jan 2019

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Document Packet: State-Specific Letter Disclosures

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Document Packet: Employee Credit Checks

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Document Packet: Hardship Policies

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Compliance Workbook: Compliant Conversations with Consumers

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Compliance Workbook: Compliant Payment Cost Reductions

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Compliance Workbook: Letters

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Compliance Workbook: Consent Tracking

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Compliance Workbook: Out-of-Stat Debt

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Compliance and the Debt Industry Board Education Deck: Jul-Sep 2018

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Document Packet: Vetting & Onboarding New Partners

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Industry Benchmark: Outbound Authentication

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Compliance and the Debt Industry Board Education Deck: Apr-Jun 2018

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Industry Benchmark: Vendor Scorecards

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Compliance and the Debt Industry Board Education Deck: Jan-Mar 2018

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Policy & Procedure Packet: Background Checks & Drug Screening

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Industry Benchmark: Collecting Debt Online

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Compliance and the Debt Industry Board Education Deck: Oct-Dec 2017

Policy & Procedure Packet: Statute of Limitations Disclosures

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Industry Benchmark: Convenience Fees

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Q4: Compliance and the Debt Industry Board Education Deck

Industry Benchmark: Credit Reporting

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Escheatment: Policies & Procedures Packet

Q3: Compliance and the Debt Industry Board Education Deck

HIPAA Benchmarking Report

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Mini-Miranda/Written Communication Benchmark Report

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Disparate Impact: CPF Benchmark Report

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Chief Compliance Officer Job Descriptions

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Q2: Compliance and the Debt Industry Board Education Deck

This comprehensive and thorough checklist allows Compliance Professionals Forum members to determine what policies and procedures they need to create or strengthen.

Convenience Fees (Benchmark Report 2017)

This comprehensive and thorough checklist allows Compliance Professionals Forum members to determine what policies and procedures they need to create or strengthen.

Call Monitoring (Benchmark Report 2017)

This comprehensive and thorough checklist allows Compliance Professionals Forum members to determine what policies and procedures they need to create or strengthen.

Q1: Compliance and the Debt Industry Board Education Deck

This comprehensive and thorough checklist allows Compliance Professionals Forum members to determine what policies and procedures they need to create or strengthen.

CFPB's Advice to the Consumer

The Consumer Financial Protection Bureau hosts more than 80 of the most common consumer questions about debt collection on its Ask CFPB website. And since the Bureau was created for the sole purpose of representing and protecting consumers, debt collectors need to know how the CFPB communicates with them. That’s why insideARM compiled the answers to all 88 questions in one user-friendly report. Using the CFPB’s guidance as a model for your own compliance priorities, policies and procedures means your company will be able to keep up with the Bureau before it feels the need to examine your agency.

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Collection Agency Data Security: Policies & Procedures

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Negotiating Service Contracts: Revenue Cycle Management Edition

This reference guide has practical information that you can use that will help you choose the right revenue cycle management partner, and, over time, limit your company’s regulatory exposure and reduce the overall cost of litigation.

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Training: Key Component of Success

This reference guide has practical information that you can use that will help you choose the right revenue cycle management partner, and, over time, limit your company’s regulatory exposure and reduce the overall cost of litigation.

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Revenue Cycle Management Law Overview

This reference guide has practical information that you can use to implement policies and procedures that will help you improve your compliance, and, over time, limit your company’s regulatory exposure and reduce the overall cost of litigation.

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Telephone Communication Compliance: The CFPB's Consent Orders

Our Telephone Communication Compliance: The CFPB’s Consent Orders guide is designed to help debt collectors comply with consent orders that hint at telephone communication violations. The report includes easy-to-understand explanations of each consent order and a comprehensive chart of all relevant consent orders, keeping the information you need right at your fingertips! This paper has been excerpted from insideARM's larger "The CFPB's Consent Orders Regulating the ARM Industry" report, available for sale now.

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Staying Compliant – and Out of Court – with the TCPA

This reference guide distills the information presented in our webinar. It comes complete with a link to the full recording of the webinar – great for use for all-staff trainings and quarterly in-services -- as well as the slide deck and full transcript of the webinar. This guide doesn’t just walk through what agencies should and should not be doing, going forward -- it contains the full Q&A from the webinar, too. (This product is approved for DBA International Certification Credit.)

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Regulation E and EFTA: A Guided Tour of the Complex World of Consumer Payments

This reference guide distills the information presented in our webinar. It comes complete with a link to the full recording of the webinar great for use for all-staff trainings and quarterly in-services -- as well as the slide deck and full transcript of the webinar. This guide doesn't just walk through what agencies should and should not be doing, going forward it contains the full Q&A from the webinar, too. (This product is approved for DBA International Certification Credit.)

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Regulation E and EFTA: Policy and Procedure Workbook

This workbook distills the information presented in ou Policies and Procedures webinar. It comes complete with a link to the full recording of the webinar as well as the slide deck and full transcript of the webinar. This workbook doesn't just walk through what agencies should and should not be doing, going forward -- it contains the full Q&A from the webinar, too. (This product is approved for DBA International Certification Credit.)

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Operations Guide: Out of Stat Debt

This Operation Guide distills the information presented in our insideOperations webinar. It comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion and the full transcript of the webinar. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education! (This product is approved for DBA International Certification Credit.)

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To the Point: Technology

This Operations Guide distills the information presented in our insideOperations webinar. It comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion and the full transcript of the webinar. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education! (This product is approved for DBA International Certification Credit.)

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To the Point: Vendor Management

Developed using the insight and expertise of industry experts, this To the Point report delves deep into the importance of and best practices in Vendor Management. This report doesn't just walk through what agencies should and should not be doing, going forward -- it contains the full Q&A from the webinar, too. To the Point: Vendor Management gives your agency insight and a road map of best practices. (This product is approved for DBA International Certification Credit.)

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To the Point: Telephony and Voicemail Messages (Updated for 2014)

From the popular Ask the Attorney webinar series produced by us here at insideARM.com, we've culled the pressing questions and the expert answers into mini-briefs, perfect for when you only need the latest legal thinking on a specific topic. We'll get you up to speed on the following: What is the impact of the recent Meyer v. PRA appeal as it relates to manual dialing of cell numbers? Should first-party collections' departments also have measurements for abandoned call rates? Are there any new changes for auto dialers and cell phones? Can a message for a consumer be left with a live third party? When should the mini-Miranda be used? Should it be used on a dialer call? And if it’s used on the dialer call, how is that not third-party disclosure? Can you leave a message on an attorney’s voicemail?

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To the Point: Written and Verbal Communication

From the popular Ask the Attorney webinar series produced by us here at insideARM.com, we've culled the pressing questions and the expert answers into mini-briefs, perfect for when you only need the latest legal thinking on a specific topic. Youll learn: Is a verbal Cease and Desist as valid as a written Cease and Desist under the FDCPA? Are there any disclosures (FDCPA or state law) that should only appear on the front page, and not on a backer? Is it appropriate to insert “buck slips” in collection letters – i.e., items of interest or incentive programs? When the validation letter sent by a consumer is dated several weeks prior to the postmark on the envelope, what is the best way to respond to these letters?

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Time is Running Out: Statute of Limitations for Debt Collection

This handy reference guide is a great addition to your New Employee Welcome Pack, as well as a handy piece of information for your existing collectors.

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A Guide to Negotiating Service Contracts with Collection Agencies, Healthcare Edition

A Guide to Negotiating Service Contracts with Collection Agencies, Healthcare Edition takes you step by step through the process of identifying the right collection agency for your operation, creating a solid Services Agreement that protects you and your patients' privacy and reputation. We'll give you the Top 10 Terms to Include in Your Services Agreement as well as Model Language you can lift and use in your contracts. We've also included a Model HIPAA Business Associate Contract you can repurpose with your own organization in mind. Don't leave money on the table. The stronger your services agreement, the stronger your partnership with your collection agency will be -- guaranteeing success for both of you.

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Compliance Overview: Regulation E

Regulation E, the set of rules enforcing the Electronic Fund Transfer Act, is one of the growing compliance concerns for debt collectors.Compliance Overview: Regulation E is the first report of its kind to provide real-world tools for the debt collection industry to comply with Regulation E. You’ll learn: Who is affected by Regulation E; Best practices for compliance and disclosures; Top industry violations, and how to avoid them; and Consumer liability for unauthorized transfers.

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To the Point: Voicemails and Foti

Looking to get in and out quickly on Voicemails and Foti compliance? You can read all about our attorneys’ answers to the industry’s most pressing compliance questions in To the Point – Voicemails and Foti. We’ve condensed the questions asked at our August Ask the Attorney Webinar into a user-friendly, five-part guide covering: Foti and Zortman voicemails; the latest news in robo-dialing; and much more! We’ve also included two appendixes with the full text of key court cases and regulations cited by our attorneys during the webinar. Hot topics in consideration from this webinar included: voicemail confusion for debt collectors (Which is safer, Foti or Zortman?), state specifics for collection (Why is it so tough to leave a voicemail in New York City?) and more.

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To the Point: The Chase Consent Order

The September 2013 consent order between mega-bank JP Morgan Chase and the Office of the Comptroller of the Currency createsa massive blueprint for bank oversight of their collection agencies, lawyers and debt buyers. Discover how the OCC’s actions against Chase could impact all players in accounts receivable management with this special To the Point: The Chase Consent Order. We’ve compiled the key points from our September 27, 2013 webinar with Maurice & Needleman P.C. to highlight how the Chase consent order applies to debt collectors, debt attorneys, debt buyers and more.

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To the Point: Complaints and Dispute Resolution (UPDATED July 2014)

Consumer complaints are the next hot-button issue that federal regulators are looking to solve. That's why we've honed answers from our popular Ask the Attorney webinar into this finely focused report: to give you a head start on strengthening compliance and best practices.

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Best Places to Work in Collections: Survey Trends From 2008-2013

What’s the one thing that gets you out of bed to go to work every day? Odds are, it’s not just one thing. That’s why our new report – Best Places to Work in Collections: Survey Trends from 2008-2013– examines all the factors that make a collection agency great for employees and employers. Learn how the best companies in the debt collection industry distinguish themselves from everyone else as employee-friendly. Use the data to ensure your company’s policies, practices, philosophy, systems and demographics are on track for excellence in 2014 and beyond.

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Compliance Overview: Fair Credit Reporting Act (FCRA)

The Fair Credit Reporting Act regulates how entities – especially, in the case of this report, collection agencies – can collect, disseminate, and use consumer credit information. The most common way collection agencies can affect a consumer’s credit report is by reporting on the consumer’s debt history. Because collection agencies have the ability to influence a consumer’s creditworthiness, close attention must be paid to FCRA violations.

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To the Point: UDAAP

UDAAP (Unfair, Deceptive or Abusive Acts or Practices) compliance raises the regulatory bar for debt collectors, especially now that the CFPB has explicitly stated that it applies to the industry. Even the best compliance management system for FDCPA is no longer enough. You must be able to prove that your practices don’t harm consumers.

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To the Point: CFPB Collection Complaints

The Consumer Financial Protection Bureau has received more than 10,000 debt collection complaints since July 2013; that’s nearly 60 consumer complaints per day! That’s why we’ve compiled the key points from our insideCompliancewebinar into one report, To the Point: CFPB Collection Complaints. Get expert insight on what the CFPB’s data means, and how they may use it against the debt collection industry in the future. Learn the top four things your company can do right now to perfect its CMS.

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Compliance Overview: UDAAP

The Compliance Professionals Forum is offering Compliance Overview: UDAAP -- completely revised for 2015. It gives your collection agency functional information about why UDAAP compliance matters and how to master it. Get the top 10 compliance tips, sourced from industry experts, to make sure your agency and vendors are keeping up with UDAAP requirements. Learn how the CFPB identifies and penalizes UDAAP violations with real-world examples. Use our comprehensive checklists to ensure your compliance management system goes above and beyond the requirements for a CFPB examination.

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To the Point: CFPB Audits

We’ve compiled the top questions and expert insight from our insideCompliance webinar into one user-friendly report, To the Point: CFPB Audits. Learn how the CFPB measures accountability, so you can do the same.

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To the Point: CFPB Rulemaking 2014

The regulatory landscape is gearing up for some huge changes in 2014 and beyond. That’s why we compiled the latest news, analysis and debate from our insideCompliance webinar into one user-friendly report. Get ahead of the CFPB as it takes its next steps to collect consumer data and create new rules for debt collection.

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Compliance Overview: GLBA/Regulation P

We’ve compiled the latest legal thinking and real-world compliance tools into our latest Compliance Overview: GLBA/Regulation P. Learn how your company’s relationship with consumers impacts your compliance obligations – before the CFPB has to tell you. Use our model privacy notice outline to draft disclosures that may protect you from legal scrutiny. Understand what the CFPB looks for in an examination before an agent knocks on your company’s door.

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Collection Agency Financial Benchmark Report: 2015

This report, compiled in partnership with Bizminer, will help you to benchmark your financial performance against your peers and competitors. This report is fully updated to include data through Q4 of 2013, in addition to historical data since 2009. Information is drawn from NAICS classification code 561440 and is aggregated from 2,446 collection agencies, across eight size categories with revenues ranging from under $500,000 to $50-$100 million. The report contains 30 graphs showing how key metrics differ across agencies of different size, and over time. Additionally: the Benchmark Report includes the P&L line item "Discretionary Owner Earnings," which is the sum [Officers Comp] + [PreTax Net Profit] + [Amort-Deprec].

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To the Point: Debt Collection Technologies

New participants with new technology solutions are entering the marketplace all the time. That’s why we compiled the latest news, analysis and debate from our insideCompliance webinar into one user-friendly report. Learn how to evaluate compliance tracking software, and how online payment portals can enhance collection operations while still staying compliant.

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Operations Guide: Training

Our Operations Guide: Training lays out the components of a top-notch training program that will get new employees up to speed while also meeting the needs of tenured employees. From operations to compliance, our experts -- Mike Hiller of American Profit Recovery and Sheri Stringer of Account Control Technology, Inc. -- do the heavy lifting for you. This Operations Guide comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education!

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Operations Guide: Hiring

Our Operations Guide: Hiring lays out how to find, interview, hire, and keep top collector talent. Our experts -- John Burke of Sentry Credit and Wally Steele, industry professional and consultant -- do the heavy lifting for you. This Operations Guide comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education!

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CFPB Primer: Compliance Overview

Our CFPB Examination Checklist Primer lays out what you'll need to have prepared for a CFPB Examination or Audit. Though currently, the CFPB is only examining Large Market Participants in the debt collection industry, most LMPs outsource some businesses to smaller agencies, making them affected participants, and likely to be audited by their business partners in a similar fashion to the CFPB. This checklist is a terrific primer to begin preparing for compliance audits of any kind.

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To the Point: Closeout with the CFPB

There are a lot of misconceptions when it comes to CFPB supervisory exams. That's why we compiled the key points from our insideCompliance webinar into one user-friendly report, To the Point: Closeout with the CFPB. Learn how to successfully survive an investigation or examination and build a culture of compliance that will withstand CFPB scrutiny. Get insider tips for being your own best advocate with easy-to-use charts and checklists.

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Operations Guide: Call Volume

Our Operations Guide: Call Volume will offer clarity and guidance around how many times might be too many times to attempt to contact a consumer. Our experts -- John Rossman and Mike Poncin of Moss & Barnett; and Ron Cater of The Law Offices of Ron Canter, LLC -- help make sense of the conflicting and opaque regulations affecting the debt industry. This Operations Guide comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education!

operations accounts-receivable-management collection-technology

To the Point: Compliance Management Systems

A compliance management system (CMS) isn’t a product; it’s a process. That’s why we compiled the key points from our webinar “Building the Foundation of a Solid CMS” into one user-friendly report that outlines the key operational functions the CFPB looks for in a CMS, and how your whole organization can work towards a larger culture of compliance. Includes full video of the insideCompliance webinar, too!

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Compliance Guide: 1099-c

Our Compliance Guide: 1099-c provides convient clarity and guidance around when and how 1099-c forms -- forms that effectively discharge a consumer's debt -- should be filed with the Internal Revenue Service. The guide is easy to read and informative, keeping the information you need right at your fingertips!

accounts-receivable-management collection-laws-and-regulations

To the Point: CFPB Audits – Debt Buyers

Debt purchasers, probably more than any other type of business, are in the sights of the Consumer Financial Protection Bureau because they work in what was once the most overlooked area of accounts receivable management. That’s why we compiled the key insights and latest legal thinking from our insideCompliance series into one user-friendly report, To the Point: CFPB Audits – Debt Buyers. This report contains top CFPB concerns for debt buyers, real-world tips for building a culture of compliance and much more! Includes full video of the insideCompliance webinar, too!

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Student Loans - A Primer

Student Loans – A Primer provides a snapshot of the student loan industry so that collectors can see where there is the greatest opportunity for growth in the market, and how compliance and “consumer first” thinking are mindsets that can ultimately boost ROI.

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To the Point: Lawsuit and Complaint Data

Get the latest in-depth data about complaint and courtroom trends for 2014 in To the Point: Lawsuit and Complaint Data. Learn how to identify “repeat offenders,” or consumers and attorneys known for filing multiple lawsuits against collection agencies. Build a holistic compliance management system that can adapt to new legal realities without losing sight of compliance fundamentals. Includes full video of the insideCompliance webinar, too!

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Operations Guide: Call Recording

Our Operations Guide: Call Recording presents the case -- and best practices -- around both recording all calls with consumers, and, in some cases, not recording your calls with consumers. Our experts -- Paul Maggioli of Castel; and Anita Tolani of Weinberg, Jacobs & Tolani, LLP -- help make sense of the conflicting and opaque regulations affecting the debt industry. This Operations Guide comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education!

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What Now?: Missing the Miranda Disclosure

Our What Now? Missing the Miranda Disclosure report is designed to help you prepare and strategize for the inevitable. If you’re the owner, Chief Executive Officer, Chief Operations Officer, Compliance Officer, or Trainer, know this: some of your collectors are going to forget to give the Miranda Disclosure. Our guide gives you best practices for your Policies & Procedures manual for how to give the initial Miranda Disclosure, how to recognize patterns of lapses, and strategies on how to train and -- if necessary -- discipline those who continually miss the mark.

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Operations Guide: Collection Letters

We enlisted the help of two industry experts to develop our Operations Guide: Collection Letters. It provides your agency with insight into best practices for effective written consumer communications. Additionally, we take a look at the legal and compliance landscape, focusing on specific questions (more found on product page). This Operations Guide comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education!

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Operations Guide: Call Monitoring

Our Operations Guide: Call Monitoring gives you a head start with guidance and best practices around what to monitor, how to monitor, and communicating your findings up the ladder. Our expert -- Renee Bogar -- helps make sense of the conflicting and opaque regulations affecting the debt industry. This Operations Guide comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education!

operations accounts-receivable-management compliance-management collection-technology

Customizable Policies & Procedures Developed by Ontario Systems

Industry advisor Rozanne Andersen has written a complete set of model compliance policies, drafted specifically for collection agencies, debt buyers and collection law firms. Combining best practices by industry experts, CFPB guidance materials, and recent case law, this set of 48 policies can be customized for your organization and will save you thousands of dollars in research and drafting costs. Purchase them today and enhance your compliance program immediately!

operations compliance-management

To the Point: Call Baiting

The Compliance Professionals Forum's insideCompliance webinar series turned to legal and industry experts to answer your burning questions around call baiting. We gathered these insights into To the Point: Call Baiting, a handy and insightful report that will keep you ahead of the competition. Includes the full video of the webinar, the slide deck, and the transcript as well!

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Compliance Call Scripts

The Compliance Professionals Forum is pleased to offer peer-reviewed call scripts. They're a terrific addition to any compliance program, as well as valuable training tools not only for new-hires, but for ongoing in-services.

operations accounts-receivable-management compliance-management

Conducting an Internal Audit: Collection Agency Edition

The CFPB is looking to make sure you have a reasonable and realistic compliance management system. More importantly, however: the CFPB wants to make sure that your agency is actively auditing yourself with regards to your CMS. Has your CMS been green-lighted by your Board of Directors? Have you adopted policies to ensure compliance with your CMS?

operations compliance-management

To the Point: SCRA

Our To the Point reports get you into the issue, give you the take-aways, and gets you out. These reports are created and compiled from our popular insideCompliance and insideOperations webinars. This report on the SCRA includes: 1) Full walk-through of the law, 2) A download link to the webinar, for rebroadcasting on your own computer, 3) The full transcript of the webinar, and 4) The complete PowerPoint. (This product is approved for DBA International Certification Credit.)

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To the Point: TCPA (Updated 2015)

With a law that causes this much confusion, you want to make sure you have the latest information. Your business and your bottom line depend on it!

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Account Lifecycle Checklist

Our Lifecycle Checklist allows an agency to review an account from every angle -- from initial placement to return -- much like the CFPB or other regulator would conduct. This downloadable Excel spreadsheet is the perfect tool for conducting internal gap assessments and examination preparations.

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To the Point: CFPB Exam Prep

Currently, only Large Market Participants are under the purview of CFPB examinations. However, any agency that works for one of the LMPs as an outsourced associate can expect to be affected by a CFPB examination. This To the Point document walks you through what you can expect to encounter during one of these examinations. (This product is approved for DBA International Certification Credit.)

compliance-management cfpb

Operations Guide: Account Documentation

This Operations Guide on account documentation comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion and the full transcript of the webinar. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education! (This product is approved for DBA International Certification Credit.)

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To the Point: 501(r), an Introduction and Explanation

This To the Point distills the information presented in our insideCompliance webinar. It comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion and the full transcript of the webinar. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education! (This product is approved for DBA International Certification Credit.)

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Operations Guide: Consumer Disputes

We enlisted the help of three industry experts to develop our Operations Guide: Consumer Disputes. It provides your agency with insight into best practices for handling this tricky FDCPA issue. This Operations Guide comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education!

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Updated 2015: Collection Call Compliance

This is the resource to have on hand for questions regarding collection call compliance. Thoroughly updated and vetted for 2015 by the Editorial Review Board of the Compliance Professionals Forum, this To the Point from insideARM.com's Ask the Attorney webinar covers: some of the big dos and don’ts when calling consumers; What is the industry doing to combat the challenges of contacting consumers on their cell phones; how often to scrub your cell phone list to confirm valid numbers; what to do when the phone area code indicates a different time zone than the physical address; how the CFPB registers and recognizes first-party collectors; and some best practices and sample language for out-of-statute and bankruptcy notices. (This product is approved for DBA International Certification Credit.)

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