Daily Digest - August 29, 2025

 🎉🎂 Happy Birthday to: Dan Ramey of US Collections West and Tory Simpson of NCB Management Services.

🎉 Congratulations to the followingfor starting their new positions: Jake Richards as Vice President of Extended Business Office Operations at State Collection Service and Bryana Watson as Training Manager at Caine & Weiner.

Last Day to Sign Up!

☕️ 💡 Networking & Solutions — all in one place!

Click here to sign up for the group text chat and be placed in a group with other industry professionals. It’s a great chance to get to know others in the industry and get different perspectives and opinions on industry trends and problems. Also, I am launching a new virtual coffee & chat opportunity, where you are randomly paired with someone from the industry and asked to spend 15-20 minutes getting to know one another.

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It should come as no surprise to anyone that there is more attention being paid to what state regulators are doing because federal regulators are "in a coma," according to former CFPB Director Rohit Chopra. But, any hockey fan knows that the best place to pass the puck isn't towards where someone is right now, it's ahead of them, in the direction they are going, so they don't have to slow down or stop and wait for it.

So, the key is not just to know that you need to pay attention to state regulators, but to know what they are on the lookout for. If they come knocking at your door, are they asking to borrow butter or sugar?

ComplianceCon is your best bet to get firsthand knowledge from the experts who are interacting with state regulators on a daily basis. They are the people having conversations and negotiations. They know what regulators are on the lookout for.

Come to ComplianceCon and make sure your radar screen is up-to-date, because, if you're anything like me, you hate surprises.

🔖 🎓 Now with CLE Credits!

Complaint References Google, BBB Reviews as Evidence of TCPA Violations

• This is a case that doesn't involve a company in the credit and collection industry, per se. And the allegations against the defendant have nothing to do with attempting to collect on a debt. But this class-action Telephone Consumer Protection Act suit does have something that I haven't seen much of before, but wouldn't be surprised to see more of later ... Google reviews as a means of substantiating the claims being made by the plaintiff.

• More details here.

• This series is sponsored by WebRecon

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

NJ Appeals Court Upholds Denial of Class Certification in FDCPA Voicemail Case

• A New Jersey appeals court has affirmed a lower court’s ruling denying certification of a class in a Fair Debt Collection Practices Act lawsuit, on the grounds the plaintiff did not have enough evidence that the proposed members of the class received the message in question from the defendant.

• More details here.

Researchers Warn: Medical Debt Persists Long After Cancer Treatment Ends

• A new study in JAMA Oncology shows that cancer survivors in Massachusetts continue to face modest but persistent levels of medical debt in collections for years after diagnosis, even with near-universal insurance coverage.

• More details here.

TransUnion Discloses Breach Affecting 4.5M People

• Credit reporting giant TransUnion says an unauthorized party accessed a third-party application used for its U.S. consumer support operations, exposing personal information for roughly 4.5 million consumers. The company says no credit reports or “core credit information” were involved.

• More details here.

State Announces Multiple Executive Leadership Promotions

• State is pleased to announce two executive leadership promotions. Angie Johnson has been promoted to Vice President of Human Resources, leading this dynamic team through a period of rapid company growth with excellence. She joined the company in 2023 as the Director for Human Resources and has provided outstanding leadership to this department through significant infrastructure and technology upgrades. Her strengths include strategic planning, thoughtfulness, and dedication to the team.

• More details here.

WORTH NOTING: The top 10 artificial intelligence applications shaping the future … Are you one of the many workers who think you don’t need five days to get your work done every week? … “The Wizard of Oz” is getting a glow up, courtesy of artificial intelligence … How better rituals can help foster more disruptive and breakthrough ideas … What Apple is expected to announce at its next big event on September 9 ... Your first cup of coffee does more than just wake you up ... If you are in the market for a trophy ranch, you're in luck ... How to talk to kids about school shootings.

Funny Friday, part I

Funny Friday, Part II

Webinar Recap: Training the Modern Collector

As the collections landscape evolves, so must the skillset of the professionals within it. This webinar, hosted by AccountRecovery.net and sponsored by CSS Impact, brought together seasoned leaders—Beth Conklin, Miranda Jack, Mara Morgan, and Hal Trapp—to explore how agencies can effectively train collectors to thrive in today’s omnichannel, consumer-centric environment.

The panel emphasized that modern collectors must be more than just skilled negotiators—they must be empathetic communicators, tech-savvy multitaskers, and agile problem-solvers. Training programs must reflect this shift, blending regulatory knowledge with real-world simulations, gamification, and cross-functional awareness. Collectors should understand not only how to use tools like dialers, IVRs, and chatbots, but also how consumers interact with them before reaching a live agent.

🧠 Key Takeaways:

1. Modernize Training for a Multichannel Reality
   Collectors must be equipped to handle voice, email, SMS, and chat interactions. Training should include simulations, role-play, and exposure to all consumer touchpoints—not just phone calls.

2. Balance Empathy with Efficiency
   Building rapport is essential, but collectors must also learn to manage call length and stay focused on resolution. Use call reviews, data dashboards, and peer coaching to reinforce this balance.

3. Invest in Continuous Learning and Cross-Training
   Training shouldn’t stop after onboarding. Use workshops, LMS platforms, and ambassador programs to keep staff engaged, informed, and adaptable—especially as technology and compliance demands evolve.

This session was a reminder that the collector of today is a hybrid professional—equal parts communicator, analyst, and tech operator. Agencies that invest in dynamic, personalized training will be best positioned to succeed.

The Daily Digest is sponsored by TCN