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Create an Empathetic Path to Cure in Collections

Emotional intelligence and making connections are at the heart of empathy. An empathetic approach to debt collection relies on the ability to recognize customer triggers. We teach this as having the awareness to understand someone’s emotions. Once you understand the emotions, you adapt your communications style to make a connection.

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Updated: Credit Industry Trends at-a-Glance

New from TransUnion - the Q2 Monthly Credit Industry Snapshot breaks down key credit metrics and explains how the pandemic, inflation and overseas conflict have affected consumer credit.


This report includes:

  • Key credit metrics for credit card, auto finance, mortgage and unsecured personal loans

  • The status of accounts in hardship for each line of business by risk tier

  • Trends regarding average loan amounts, bankcard balances, delinquency rates

  • Macroeconomic indicators on the current economic environment for the consumer market

Get the free report here.

insideARM is grateful to our 2022 Strategic Supporters:

NCB Crown Asset Management Spring Oaks Capital TransUnion Provana

County of Santa Clara Launches CSS IMPACT! Financial Cloud

SAN JOSE, Calif. -- The County of Santa Clara, the home of the “Silicon Valley”, has officially launched phase-one of the implementations of their new Cloud Collections Financial Ecosystem, a major milestone in the consolidation and integration of three disparate legacy systems to “CSS IMPACT! HD™ 2.0”. CSS, Inc., the developers of “IMPACT! HD™ 2.0,” is the leading provider of “NextGen” Cloud Financial Ecosystem platforms for enterprises and government.

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ConServe Lends Support to Ibero-American Action League, Inc. (Ibero)

ROCHESTER, N.Y. -- Continental Service Group, Inc., d/b/a ConServe, together with its team of dedicated employees, proudly supported the Ibero-American Action League, Inc. through their ConServe Cares program in July.  Additionally, the funds raised by the employees' generosity is supplemented by the organization's "Matching Gift Program."  This ongoing initiative symbolizes ConServe's commitment to its corporate mission of helping to improve the human condition.

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Your Problems Come on Two Legs: Managing Consumer Complaints [Podcast]

Please join Consumer Financial Services Partner Chris Willis and his guests, fellow Partner Alan Wingfield and special guest Tom Kline, as they discuss effective consumer complaint management. They’ll touch on the CFPB’s position on complaint management, the elements and benefits of an effective complaint management system, as well as the potential consequences of not having a complaint management system in place. They conclude the podcast by providing practical tips for handling consumer complaints.

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Phillips & Cohen Associates Hires Saima Hassan as Director of Operations for The Estate Registry UK.

WILMINGTON, Del -- Phillips & Cohen Associates, Ltd. (PCA), the global leader in deceased account care servicing and technology solutions, servicing clients in the United States, Canada, United Kingdom, Ireland, Australia, New Zealand, Spain, and Germany, is pleased to announce that Saima Hassan has joined as the UK Director of Operations for The Estate Registry UK (TER).

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FTC Seeks Input for Potential Data Privacy and Security Rulemaking

On Aug. 11, 2022, the Federal Trade Commission issued an Advance Notice of Proposed Rulemaking seeking input that will shape potential rules “to crack down on harmful commercial surveillance and lax data security.”

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Overcoming Communication Barriers to Reach Your Accounts

14 September 2022 at 02:00 p.m.

In the seven-in-seven Regulation F era, every call counts. Transformation is needed in collection practices to become more precise on how to reach consumers – and precision does not mean making just one call a day.

What if you knew who to contact; what number to use and the best time to connect with consumers?  Phone Behavior Intelligence enables organizations to plan their outreach campaigns to connect with their customers by identifying the most active numbers to call and better align with the timeframes when individual consumers are using their phones.

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