Daily Digest - March 31, 2026

🎂 Happy Birthday to the following: Danen Shiek of A.R.M. Solutions, Pete Bonnikson of E-Loan, David Hensley of Southwood Financial, Jody Kistaitis of Kore.ai, and Nathan D. Willner of National Creditors Bar Association.

🎉 Congratulations for starting new positions: Alina Valentin as Systems Manager at Spring Oaks Capital, Steve Stone as Head of Credit and Collections at EchoStar Corporation, Shelby Morlock as Vice President Operations at Shepherd Outsourcing, and Jim Wilhelm as Account Executive at PMG.net.

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.

NEW: Digital Communications Survey

✅ Click here and take a quick digital communications and benchmarking survey

Collector Facing TCPA Class-Action for Allegedly Leaving Prerecorded LCM

• A collection operation is facing a class-action lawsuit in Indiana federal court for allegedly violating the Telephone Consumer Protection Act by leaving what appears to be a limited-content message on an individual’d cell phone using a prerecorded voice.

• More details here.

• This series is sponsored by WebRecon

A MESSAGE FROM TCN

TODAY’S WEBINAR

UPCOMING WEBINARS

Republicans Coming to Terms That CFPB Might Not be Going Anywhere

• After more than a year of legal setbacks, efforts to eliminate the Consumer Financial Protection Bureau are losing momentum and a new strategy is emerging that could have equally significant implications for the credit and collection industry. House Republicans and the Trump Administration appear to be acknowledging what courts have repeatedly made clear: the CFPB cannot be shut down without an act of Congress. Instead, attention is shifting toward reshaping the agency from within through targeted rulemaking and oversight.

• More details here.

Judge Dismisses FDCPA Claims Against Auto Lenders, Flags AI ‘Hallucinated’ Case Citations

• A District Court judge in Massachusetts has granted a motion to dismiss claims that a pair of auto lenders violated the Fair Debt Collection Practices Act, while also calling out the plaintiffs for citing nonexistent cases in what may be a case of hallucinating artificial intelligence. The decision offers a clear reminder for companies across credit and collections that creditor status still matters under the FDCPA, while also highlighting a growing issue courts are beginning to confront: unreliable AI-generated legal filings.

• More details here.

Most Consumers Aren’t Building Wealth, They’re Just Trying to Stay Afloat

• A new study from MX Technologies suggests that for most consumers, financial success isn’t about building wealth, it’s about staying afloat. With 62% of Americans living paycheck to paycheck and nearly one in five focused simply on covering monthly bills, the data paints a clear picture: many households remain stuck at the base of financial stability. Yet, despite the pressure, optimism remains high.

• More details here.

Five-Day Delinquency Dispute and Account Date Reporting Fall Short for Plaintiff in FCRA Ruling

• A District Court judge in Illinois has granted a defendant’s motion for summary judgment in a Fair Credit Reporting Act case that accused it of reporting inaccurate information, such as the date of first delinquency, to the credit reporting agencies.

• More details here.

WORTH NOTING: a look at how states are managing the issue of rounding as the penny gets phased out ... A new survey reveals that one in seven Americans would be willing to work for an AI boss ... A look at the state of the credit card landscape across the country ... The Supreme Court has declined to consider an appeal from an organization that sought to have non-lawyers represent consumers in collection lawsuits ... Reef sharks in the Bahamas appear to do a lot of partying ... JPMorgan is committing $80 billion to help small businesses across the country ... A handful of habits to keep burnt-out managers from destroying teams ... The average price of gasoline crossed the $4 threshold yesterday.

Trailer Tuesday, part I

Trailer Tuesday, Part II

Webinar Recap: Building Confidence for Collectors

Confidence is often the dividing line between an average and a successful collector. In this webinar, moderated by Dennis Barton of Barton Law Group, industry leaders explored how confidence can be built, sustained, and reinforced in the face of rejection and challenging conversations. Panelists included Michael Jeselnik, David Mitchell, Sheika Walker, and Roger Weiss, each bringing unique perspectives from training, compliance, and leadership roles.

The discussion emphasized that confidence and competence are interdependent. As Sheika Walker noted, “Confidence should come first… it gets you started.” Jeselnik cautioned against the Dunning-Kruger effect, where overconfidence masks lack of skill, while Mitchell stressed that competence—knowledge of products and processes—naturally builds confidence. Weiss highlighted the importance of distinguishing confidence from cockiness: confidence means being willing to learn, while cockiness resists growth.

Panelists agreed that repetition, coaching, and conditioning are key. Confidence is not simply taught but developed through practice, feedback, and reinforcement. For tenured collectors, burnout and resistance to change can erode confidence. Leaders must provide recognition, new responsibilities, and ongoing training to re‑energize staff. As Weiss put it, “You can’t necessarily teach confidence, but you can build confidence.”

🧠 Key Takeaways:

• Repetition builds confidence: Encourage collectors to practice consistently—“21 times” was cited as a benchmark for mastery.

• Leadership matters: Promote managers with frontline experience who can coach effectively, empathize with staff, and balance support with accountability.

• Support tenured staff: Combat burnout by checking in regularly, offering new challenges, and recognizing achievements to sustain confidence over time.

This session underscored that confidence is both a mindset and a skill, cultivated through preparation, practice, and strong leadership. For organizations, investing in confidence-building strategies is essential to improving collector performance and resilience.

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