Daily Digest - July 2, 2025

📝 EDITOR’S NOTE: Scroll down to the bottom for a recap and highlights from yesterday’s webinar.

🥳 🎂 Happy Birthday to: Crystal Barajas of Westerra Credit Union and Lucas Brown of Saige Analytics.

🙌 🎉 Congratulations to: Denice Smith, who was named AVP of Collections and Loan Servicing at Gesa Credit Union, and Robbie Myers, who was promoted to Compliance Analyst at Cascade365.

The early bird registration deadline for ComplianceCon expires this week! Sign up now and save $100 off the registration price!

Click here to register

📅 July Meeting Schedule

On top of the daily webinars, I am excited to continue a series of monthly meetings on a variety of topics. These meetings offer an opportunity to network and collaborate with your peers. See the schedule and registration links below.

Appeals Court Affirms Ruling for Plaintiff in FDCPA Workers’ Comp Case

• The Court of Appeals for the Eleventh Circuit has affirmed a ruling for a plaintiff in a Fair Debt Collection Practices Act case, rejecting the defendant’s arguments that the plaintiff’s medical bills did not meet the statute’s definition of a debt and that it should be entitled to the statute’s bona fide error defense because of the policies it had in place to try and prevent these types of situations.

• More details here.

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

Colorado Supreme Court to Hear Arguments in Collection Case

• The Colorado Supreme Court has granted a petition filed by a consumer to hear arguments in a case she filed against a collection operation, alleging it violated Colorado’s Fair Debt Collection Practices Act when it attempted to recover an unpaid debt it had purchased from the original creditor. The Supreme Court will also decide whether the state court judge erred when it ordered a District Attorney’s office to pay the collection operations costs when responding to requests from the prosecutor.

• More details here.

CFPB Terminates $95M Enforcement Order with Credit Union

• The Consumer Financial Protection Bureau has officially canceled a $95 million settlement with Navy Federal Credit Union, reversing its prior enforcement action over overdraft fees that the agency previously labeled as illegal. The move marks the latest in a series of settlements and consent orders the Bureau has withdrawn in recent months under new leadership.

• More details here.

28 Companies Looking for Collection Talent

• Which creditor is looking for someone to run its credit reporting department? Which collection operations are looking for a new trainer? Which creditor is looking for someone to help with its modeling and analytics? Find out the answers to those questions and dozens more by checking out this week's job listings summary.

• More details here.

WORTH NOTING: Which activities are the most quintessential of the summer? Perhaps not surprisingly, many have to do with food ... If you are going to eat barbecue this weekend, you need to know where the word comes from ... Chick-fil-A is the fast food restaurant with the highest customer satisfaction for the eleventh year in a row ... Tinder wants you to prove you are a human if you are going to start swiping on its app ... What you may want to cut back on, especially late in the day, if you suffer from nightmares ... Why office gossip may actually be a good thing for your workplace ... Americans are living longer than ever. Here is how to make the most of it ... You're going to start seeing even more ads when you go to the movies.

Wisdom Wednesday, part I

Wisdom Wednesday, Part II

Webinar Recap: How to Reignite Collectors Who Are Burnt Out

Collector burnout is real—and costly. In today’s competitive hiring environment, retaining talent is often more efficient than replacing it. In this webinar, panelists Kristi Loyer (Wilber Group) and Greg Ruffino (InterProse) offered candid insights into how burnout shows up in collection operations, what managers can do to prevent it, and how to reignite struggling collectors.

Why it matters

Collectors face a high-stress environment, frequent rejection, and repetitive tasks. If burnout isn’t addressed, it can spiral into performance dips, compliance risks, and expensive turnover.

Key Takeaways

1. Build proactive engagement habits.
Burnout often starts with subtle changes—withdrawal from team chats, disinterest in contests, declining appearance, or missed goals. “You won’t see these things unless you’re actively engaging with staff,” Ruffino said. Regular one-on-ones (weekly or monthly) can help catch issues early. Remote staff require even more intentional check-ins to stay connected.

2. Sell the ROI of engagement to upper management.
Leadership buy-in is critical. “Replacing a burned-out employee costs more than investing in retaining them,” Ruffino explained. Presenting a clear, cost-saving plan—like a mentorship program, career pathing, or regular pulse checks—can get executive support.

3. Make culture and growth part of the job.
Creating a fun, mission-driven environment helps collectors stay motivated. From ice cream days to referral bonuses, even small efforts can go far. Loyer emphasized, “You’re more than just numbers on a board.” Offer peer mentorship, involve collectors in engagement planning, and support career development—even for those who don’t see collections as a forever job.

Bonus Insight:
Not every collector can or should be saved. If someone repeatedly crashes, lacks accountability, or doesn't respond to support, “it's okay to help them walk themselves out the door,” said Ruffino. Still, burnout alone isn’t a reason to give up on someone.

Sponsored by CSS Impact, which showcased its AI-powered debt collection platform designed to boost collector efficiency with real-time answers and automation. Learn more at cssimpact.com.

Did you know that premium subscribers get full access to transcripts, summaries, more highlights, and full recordings of every webinar? That’s thousands of hours of content, available for just $29/month for an individual subscription or $99/month for a company subscription. Click here to subscribe as an individual or email me to sign up your company.

The Daily Digest is sponsored by TCN