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Customer-Driven Collections Is the New ARMs Race - Creditors and Agencies Who Master it Will Win

With new Regulation F rules on consumer preference, the CFPB has given even more power to consumers to determine how creditors and agencies can communicate with them. But this trend towards customer-centric collections is not new. Many of us in accounts receivable saw this coming for at least a decade. It started with the internet and was greatly accelerated by the smartphone. Now we are asking ourselves where does it all end?

The good news is there is an end in sight. The bad news? Many of you aren't going to like it. 

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Ask the Researcher!

  1. What advice can you give us about collection notices? Read the answer here!

  2. Does anyone have any COVID-specific scripting they’re using with consumers? Read the answer here!

  3. How are you attempting to mitigate card chargebacks? Read the answer here!

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insideARM is grateful to our 2021 Strategic Supporters:

NCB MRS Crown Asset Management Spring Oaks Capital TransUnion

Hunstein: Defendant files Petition for Rehearing En Banc

Yesterday, as expected, in the case of Hunstein vs. Preferred Collection & Management Services, Inc, 994 F.3d 1341 (11th Cir. 2021), counsel for Preferred filed its Petition for Rehearing en banc. The Petition asserts that the Hunstein panel of judges reached the wrong result in its April 21, 2021 decision and requests that the full panel of 11th Circuit judges rehear the matter.

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TCN Launches Voice Analytics for Improving Agent Performance and Increasing Efficiency of Contact Center Operations

ST. GEORGE, UT -- TCN, Inc., a global provider of a comprehensive cloud-based call center platform for enterprises, contact centers, BPOs, and collection agencies, today announced the launch of its Voice Analytics, a set of advanced tools for search and discovery combined with automated call transcription and reduction. The new set of tools, offered initially as a free 60-day trial, includes a highly flexible search engine for quickly and easily finding and retrieving calls through free-form combinations of keywords, phrases, acoustic measures and call metadata.

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Spring Oaks Hires Wyatt Shaw as Director of Partnership Services

CHESAPEAKE, Va. -- Spring Oaks Capital, LLC has hired Wyatt Shaw as Director of Partnership Services. Wyatt will report to Chief Operating Officer Jason Collins

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Executive Q&A: Katabat CEO Shares Charge-Off Predictions and Thoughts About the Future

In this episode, Stephanie Eidelman, insideARM President & CEO, interviews Ray Peloso, CEO of Katabat, about what he thinks will happen with charge-offs, and what he believes will be essential to success in the future. Watch Stephanie's conversation with Ray, or read it below.

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HUNSTEIN UPDATE: Court in Illinois Cites Hunstein with Approval While Distinguishing It

We’re keeping a close eye on the impact of the big Hunstein ruling from the Eleventh Circuit.

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TransUnion Presents: The Evolving Legal Landscape in Light of Hunstein

9 June 2021 at 01:00 p.m.

For debt collectors, the recent Hunstein decision may have altered the vendor-client relationship forever. Join this webinar to get an analysis of the amicus briefs filed by the industry in support of overturning Hunstein.

Event Details »