Daily Digest - April 14, 2026

🎂 Happy Birthday to the following: Erin Kerr of Kredit, Melony Frizzell of Revco Solutions, and Gwyneth Borden of Remynt.

Logo Madness is Here!

It’s time to crown the best logo in the industry. Full bracket available here so you can track the competition. Click on the link underneath the logo to choose your winner. Voting is open for 24 hours.

Collector Facing TCPA Class Action Over Wrong Number Voicemails

• A collection operation is facing a class-action lawsuit alleging it violated the Telephone Consumer Protection Act by leaving voicemail messages allegedly using a prerecorded voice for someone other than the owner of the phone number where the messages were left. The details of the case aren’t necessarily that unusual, but this is illustrative of the type of TCPA lawsuits that companies in the credit and collection industry are facing today.

• More details here.

• This series is sponsored by WebRecon

A MESSAGE FROM TCN

TODAY’S WEBINAR

UPCOMING WEBINARS

Collection Agency to Provide $1.5M in Debt Relief in Settlement Over Medical Debt Disclosures

• A Washington collection agency will provide at least $1.5 million in debt relief and pay $1 million to the state to resolve allegations it failed to disclose key consumer rights tied to medical debt, closing the loop on a case centered on more than 400,000 collection notices sent over a five-year period.

• More details here.

Judge Refuses to Lift Arbitration Stay in FCRA Dispute Over Who Must Initiate Proceedings

• A District Court judge in Washington has denied a plaintiff’s motion to lift an arbitration stay in a Fair Credit Reporting Act case in which both sides say it was the other’s responsibility to initiate the arbitration in the first place.

• More details here.

Court Allows FCRA Claims to Proceed Over Payments on Charged Off Loan

• A District Court judge in California has granted a defendant’s motion to dismiss claims it violated the Fair Debt Collection Practices Act while denying the motion on claims it violated the Fair Credit Reporting Act because it accepted payments for two years after charging off the loan balance.

• More details here.

Cedar Expands AI Platform as Patient Payments Become Primary Revenue Driver for Providers

• Healthcare providers are facing a rapidly shifting financial reality where patients are becoming the primary source of payment, but many are still navigating billing experiences that were never designed for them. Against that backdrop, Cedar has announced a major expansion of its AI-powered platform aimed at personalizing the patient financial journey in real time. The move comes as new data shows growing dissatisfaction with medical billing experiences, particularly among financially at-risk patients, raising questions about how providers and their partners engage consumers moving forward.

• More details here.

WORTH NOTING: Apple is working on its first type of smart glasses, which could debut as early as next year ... The airline that topped the list of Wallethub's best airlines in 2026 may surprise you ... How to build the best employee motivation incentives ... A tech expert walks you through how to block spam calls (also worth reading to see how consumers might be blocking your calls) ... Ranking more than 80 different healthcare systems by their revenue ... When asking AI to diagnose a health issue, don't rely on it's first answer, according to new research ... People who are out of work are finding it hard to stay motivated to find a job ... Researchers have uncovered some hidden side effects to GLP-1 drugs.

Trailer Tuesday, part I

Trailer Tuesday, Part II

Webinar Recap: The Different Levels of Feedback

Hosted by Mike Gibb and moderated by Dennis Barton, this webinar, sponsored by Halsted Financial, brought together industry leaders to discuss how feedback drives compliance, performance, and long-term development in credit and collection operations.

Panelists emphasized that feedback is not uniform: compliance issues require immediate correction, performance improvement demands ongoing coaching, and long-term growth depends on building trust and psychological safety. Emotional intelligence and timing were highlighted as critical skills for leaders managing high-pressure environments.

Jennifer Peck noted, “Compliance feedback is a one-and-done conversation… performance improvement compounds over time.” Crystal Plump stressed the importance of setting clear expectations and timelines, while David Lee Richardson underscored the need for leaders to invest in emotional intelligence training to manage their own triggers.

🧠 Key Takeaways:

• Prioritize Compliance Feedback: Address compliance risks immediately to protect client relationships and contractual obligations.

• Balance Feedback Frequency: Avoid over-coaching; give employees autonomy to learn and improve while reinforcing positive behaviors.

• Develop Emotional Intelligence: Leaders should seek training in self-awareness and situational awareness to regulate emotions and foster psychological safety.

Webinar Recap: What is Your Risk Profile?

This webinar, sponsored by Halsted Financial, offered a focused exploration of risk management tailored for professionals in credit and collections, including agencies, debt buyers, fintechs, banks, credit unions, consumer finance companies, and healthcare providers. Experts emphasized the necessity of balancing compliance, operational maturity, and consumer protection to navigate the complex risk landscape effectively.

🧠 Key Takeaways:

• Proactively Identify and Manage Risks: Understand your organization's unique operational, regulatory, and reputational risks. Establish clear risk tolerance frameworks aligned with leadership to guide decision-making and mitigate potential harm.

• Strengthen Operational and Technological Controls: Enhance your operational maturity by improving documentation, vendor oversight, and escalation processes. Regularly test technology systems such as APIs and cybersecurity measures to prevent vulnerabilities and data breaches.

• Leverage Compliance as a Strategic Partner: Shift the perception of compliance teams from gatekeepers to enablers of innovation. This mindset supports the strategic adoption of emerging communication channels like email, text, and AI while maintaining regulatory adherence.

The session underscored that comprehensive risk management must integrate operational, regulatory, reputational, and technological dimensions to protect consumer trust and ensure sustainable growth. Attendees were encouraged to continuously monitor evolving regulations, rigorously evaluate vendor risks, and maintain human oversight in AI-driven processes. Ultimately, defining and aligning your organization's risk profile is essential for resilience in a rapidly evolving industry.

Did you know you can get full access to all of my past webinars, along with transcripts and summaries of each, for only $29/month? Sign up to be a premium subscriber today!

The Daily Digest is sponsored by TCN