Daily Digest - March 12, 2026

🎂 Happy Birthday to the following: Todd Hinrichs of Phin Solutions, and Jason Skelton of Corebridge Financial.

🎉 Congratulations for starting new positions: Kyle Simpson as SVP, Strategic Initiatives at TRAKAmerica, and Susi Melican as Senior Consultant at Revigate.

Getting to Know Scott Walterbach of Bessine Walterbach

• Scott Walterbach may not have it all figured out, but he’s pretty close if he’s not already there. Between understanding the importance of balancing work and home — and practicing it — to his dedication to doing things the right way, Scott is one of those people who embraces and embodies fulfillment. Read on to learn more about Scott, how he manages the chaos of being in a big family, and how he models his office after a doctor’s office.

• More details here.

• This series is sponsored by TEC Services Group

A MESSAGE FROM TCN

TODAY’S WEBINAR

UPCOMING WEBINARS

Michigan Senate Advances Sweeping Medical Debt Reform Package

• Michigan lawmakers are moving closer to reshaping how medical debt is reported and collected in the state. Yesterday, the Michigan Senate passed a bipartisan package of bills aimed at reducing the financial burden of medical debt on residents. The legislation would keep medical debt off consumer credit reports, cap interest and late fees, and limit certain collection actions.

• More details here.

Judge Sends FCRA Suit Back to State Court For Lack of Standing

• A District Court judge in New York has granted a plaintiff’s motion to remand a Fair Credit Reporting Act case back to state court where it was originally filed, ruling the plaintiff did not suffer a concrete injury when she alleged that eight different creditors and three credit reporting agencies over how a number of different debts appeared on her credit report.

• More details here.

Judge Dismisses FDCPA Case Challenging Collection Lawsuit but Declines to Sanction Plaintiff

• A District Court judge in New Jersey has granted a defendant’s motion to dismiss a Fair Debt Collection Practices Act, while denying the defendant’s motion for sanctions against the plaintiff, who claimed the debt was void and the defendant violated the statute for filing a collection lawsuit seeking to recover the debt.

• More details here.

GAO: Ed. Dept. Stopped Monitoring Loan Servicer Accuracy and Call Quality

• A new federal watchdog report is raising concerns about how closely the Department of Education is monitoring companies responsible for managing the nation’s $1.6 trillion federal student loan portfolio. The report warns that oversight gaps could expose borrowers to inaccurate billing, incorrect repayment statuses, and poor customer service at a time when the student loan system is undergoing major changes.

• More details here.

WORTH NOTING: investors trust banks more than any other entity to protect them from fraud, according to a new survey … How the judiciary is going to modernize its case management system ...Expenses at hospitals grew twice as fast as their prices last year, according to the American Hospital Association ... The best charger for those who need juice when their laptop dies and they aren't near an outlet ... Five tips to help you resist the urge to keep looking at your phone … Why wouldn't the NFL be looking at Wednesday night games now? ... Google has added new Gemini capabilities to its Docs, Sheets, Slides, and Drive ... The number one mistake first-time homebuyers make, according to a real estate agent.

Top 10 Thursday, part I

Top 10 Thursday, Part II

Webinar Recap: Conflict Management Skills for Collectors & Collections Leaders

Conflict is inevitable in collections, but effective management can transform tension into stronger relationships and better outcomes. In this webinar moderated by Dennis Barton, panelists Irene Hoheusle, Ken Peck, Greg Reffner, and Jake Richards shared practical strategies for recognizing, addressing, and resolving conflict among collectors, managers, and consumers.

The discussion highlighted early warning signs such as silence, withdrawal, or subtle cues like eye rolls and whispers. Panelists emphasized the importance of leaders knowing their staff’s normal demeanor to spot changes and prevent issues from escalating. In remote environments, intentional engagement through technology and informal check-ins becomes critical.

A recurring theme was the need for a culture of candor and fairness. As Greg Reffner noted, “Don’t be afraid of friction—hard conversations are how relationships get better.” Leaders must adapt their communication style to individual personalities, ensuring feedback is constructive and not perceived as rude or accusatory. Techniques like “summarize and validate” and using “I feel” statements instead of “you are” can de-escalate tense situations.

Ultimately, conflict management is not just about resolution—it’s about building trust, fostering open communication, and strengthening organizational culture.

🧠 Key Takeaways:

• Recognize early signs of conflict: Silence, withdrawal, or subtle behavioral changes often signal brewing issues. Leaders must stay engaged and observant.

• Adapt leadership styles: Treat people how they want to be treated. Tailor feedback and communication to individual personalities to avoid unnecessary tension.

• Foster candor and fairness: Encourage honesty, validate concerns, and ensure recognition and feedback are consistent to prevent resentment.

This webinar underscored that conflict, when managed well, can be a catalyst for stronger teams, better consumer interactions, and improved results across collection operations.

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