Daily Digest - January 28, 2026

🎉Congratulations for starting new positions: Anthony Kelly as Founder and CEO of ControlCredit.ie, and Jen Monteleone as Director of Talent Acquisition at Coast Professional.

Court Narrows FCRA Case Over COVID Forbearance Reporting, Dismisses Most Claims

• A District Court judge in Washington has largely granted a defendant’s motion to dismiss claims it violated the Fair Credit Reporting Act related to how it reported information about the plaintiff’s mortgage, which was in forbearance, during the COVID-19 pandemic. The ruling pares back a wide-ranging complaint that accused the defendant of improperly reporting mortgage delinquencies during and after pandemic-related forbearance periods, while allowing a narrow portion of the FCRA claims tied to earlier reporting activity to move forward.

• More details here.

A MESSAGE FROM TCN

TODAY’S WEBINARS

UPCOMING WEBINARS

Misidentified Creditor in Bankruptcy Claim Not Enough for FDCPA Liability

• A District Court judge in Illinois has affirmed a bankruptcy court’s ruling in a Fair Debt Collection Practices Act case involving attorneys, a bankruptcy filing, and an unpaid sanctions award.

• More details here.

What the End of Grad PLUS Means for Lenders, Servicers, and Student Loan Collections

• The Consumer Bankers Association has released a new white paper outlining how the student lending market will change as the federal Grad PLUS loan program is phased out, a shift that could reshape how graduate education is financed starting this July. The report analyzes how private lenders may step in to fill the gap, estimates that roughly 75% of borrowers who would have relied on Grad PLUS could still access private credit, and lays out policy recommendations aimed at improving transparency, underwriting, and borrower outcomes as the market transitions. For organizations that service, collect, or otherwise engage with borrowers carrying student loan debt, the paper offers an early look at how repayment dynamics and borrower profiles may evolve.

• More details here.

FTC Shuts Down Credit Repair Scheme, Imposes Lifetime Bans and $48.6M Judgments

• The Federal Trade Commission yesterday announced a settlement that permanently bans the operators behind the Growth Cave enterprise from marketing or selling credit repair services or business opportunities, capping a case the agency says caused nearly $50 million in consumer harm. The orders impose lifetime industry bans, require the liquidation of high-value personal assets, and enter judgments totaling $48.6 million.

• More details here.

39 Companies Seeking Collection Talent

• Which debt collection agency is looking for a new head of compliance? Which creditors are looking for collection directors? Which creditor is looking for a Chief Technology Officer? Get the answers to those questions and see nearly three dozen other job openings in this week's job listings summary.

• More details here.

WORTH NOTING: The housing market is in hibernation and home prices aren't changing ... Why lawmakers across the country are looking to cut back on property taxes ... A look at the best hotel rewards programs ... Healthcare systems are hiring chief AI officers. Here are the lessons they have learned so far ... A four-question test to tell if you are overindulging your kids ... Industry groups weigh in on a proposal to change mortgage credit score rules ... UPS said it is cutting up to 30,000 jobs nationwide ... "Cold call with me" is the latest TikTok trend

Wisdom Wednesday, part I

Wisdom Wednesday, Part II

Webinar Recap: The Multi-Generational Workforce Challenge: When Boomers, Gen X, Millennials, and Gen Z Collect Together

In a recent AccountsRecovery.net webinar sponsored by CSS Impact, panelists John Bejger (Foundever) and Steve Gayheart (Revco Solutions) tackled the complexities of managing a workforce that spans Boomers, Gen X, Millennials, and Gen Z.

The discussion highlighted how generational differences in technology adoption, empathy, and motivation shape collection operations. While younger workers are adept at apps and digital platforms, seasoned collectors often excel in process discipline and critical thinking. Tools like agent assist and auto QA can bridge gaps, but panelists cautioned against over-reliance, stressing the importance of human mentorship and individualized coaching.

Empathy emerged as a key differentiator: older collectors often draw from lived experiences, while younger ones lean into emotional validation. Both approaches require reinforcement to balance compassion with accountability. Motivation also varies—Boomers may value stability and duty, while Millennials and Gen Z seek recognition, growth, and emotional paychecks. As Bejger noted, “Motivation absolutely varies by generation, and it can be a mistake assuming one incentive model works for everyone.”

Ultimately, the panel emphasized blending incentives, explaining the “why” behind processes, and fostering a culture of purpose and pride to unify diverse teams.

🧠 Key Takeaways:

• Blend Incentives Across Generations: Recognize performance through layered rewards—individual metrics, team goals, QA scores, and recognition programs.

• Balance Technology with Human Mentorship: Use agent assist and AI coaching to accelerate training, but pair new hires with experienced collectors to transfer practical skills.

• Train Empathy with Generational Awareness: Reinforce empathy consistently, tailoring approaches to generational strengths—steady, practical empathy from older workers and emotional awareness from younger ones.

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