Daily Digest - May 18, 2026

🎂 Happy Birthday to: Maxim Mutyev of Finstar Financial Group and Isela Villanueva of Citi. Happy belated Birthday to: Brent Winter of Nuvei (May 17), Tatiana Pomar of hiSofi (May 17), Nadim Hajje of SuccessKPI (May 17), Pragas Nanthakumar of FinanceOps (May 17), Paula Fox of Southwood Financial (May 17), Skip Foster of America's Recovery Solutions (May 17), Morgan Deaton of Connexus Credit Union (May 16), Achintya Singh Negi of Provana (May 16), and Johnny Krueger of Clerkie (May 16).

🎉Congratulations for starting new positions: Jose Iregui as Principal Vice President Indirect lending at Lafayette Federal Credit Union, and Chris Wydo as SVP of Business Development & Marketing at UCB.

Logo Madness!

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.

Judge Dismisses FDCPA and FCRA Claims Over Undelivered Pool Table

• We’ve all had transactions go sideways. Products we purchased take longer to be shipped or received. They don’t look like they did on the website. Or, sometimes, they never make it to you for one reason or another. It can be upsetting. But upset consumers still need to direct their anger in the right direction. A District Court judge in Louisiana has dismissed a lawsuit accusing a fintech lender of violating the Fair Debt Collection Practices Act and Fair Credit Reporting Act after a dispute involving a financed pool table that allegedly was never delivered.

• More details here.

A MESSAGE FROM TCN

TODAY’S WEBINAR

UPCOMING WEBINARS

Airbnb Resolving 40% of Customer Issues Without Humans

• Airbnb’s latest earnings call offered more than a travel industry update. It provided a detailed look at how a global consumer-facing company is deploying artificial intelligence to reduce human interaction, improve self-service outcomes, and lower operational costs at scale. For companies across the credit and collection industry exploring AI-powered servicing, digital collections, and automated consumer engagement, there were several notable takeaways.

• More details here.

When the Government Collects Private Debt: Scholars Raise Due Process Concerns

• A paper scheduled to be published in the University of Pennsylvania Law Review argues that state governments are increasingly acting as debt collectors for private companies, often using powers that private creditors themselves could never access directly.

• More details here.

Judge Lets FCRA Claims Against Student Loan Furnisher Move Forward

• A District Court judge in Illinois has refused to dismiss Fair Credit Reporting Act claims against a student loan furnisher, even after previously dismissing nearly identical claims against a credit reporting agency in the same case, creating an important distinction for furnishers responding to bankruptcy-related disputes involving student loans.

• More details here.

Digital Wallets and Pay by Bank Gain Ground as Consumers Shift Away From Physical Cards

• Consumers are becoming increasingly comfortable managing money without physical cards or human assistance, creating new opportunities for companies focused on driving self-service engagement.

• More details here.

Compliance Digest – May 18

• Check out this week’s Compliance Digest, featuring Mike Frost on the growing distinction courts are drawing between mere “contact” and a qualifying FDCPA “communication,” Stefanie Jackman on Washington’s expansion of charity care notice requirements to collection agencies, and Heath Morgan on why identity theft disputes continue to receive heightened scrutiny from regulators and courts. Skip Kohlmyer highlights the risks of removing FDCPA cases to federal court without clearly establishing Article III standing, while Nabil Foster breaks down a New Jersey ruling dismissing FCRA and FDCPA claims tied to disputed vehicle lease charges and collection texts.

• More details here.

• This series is sponsored by Frost Echols

WORTH NOTING: To the average American, summer starts this week ... I have started watching a lot of his stuff and I regret not doing it sooner and will miss him when he leaves this week ... A fitness expert on the simple habit to help get people back in shape (and to the guy who told me he could do seven pushups a month ago and can now do 65, go get it!) ... The secret to ending arguments faster ... Gen Z is single-handedly bringing shopping malls back to life ... Why saying "thank you" to ChatGPT isn't crazy, according to researchers ... Questions to ask before committing to your next work goal ... Are you "doomjobbing" while looking for work?

Music Monday, part I

Music Monday, Part II

Webinar Recap: Can Small Collection Operations Compete?

In this session, sponsored by CSS Impact, panelists explored how smaller collection agencies can remain competitive against industry giants. While large firms benefit from scale, technology, and expansive portfolios, smaller operations thrive through agility, responsiveness, and strong client relationships. As Gordon Beck noted, “Every client we have is life or death,” underscoring the personal touch that distinguishes smaller agencies. Dennis Barton emphasized the importance of knowing one’s limitations—“Know thyself”—when pursuing clients, while Tessa Foote highlighted the value of being practical and strategic in client selection. Technology, particularly AI and IVA tools, is rapidly leveling the playing field, enabling smaller firms to deliver outcomes once reserved for larger competitors.

🧠 Key Takeaways:

• Leverage Technology to Scale Efficiently: Affordable AI, IVA, and digital communication tools allow small agencies to reduce costs, increase efficiency, and compete with larger firms without massive headcounts.

• Be Strategic in Client Selection: Avoid overselling capabilities. Choose clients aligned with your resources and infrastructure to protect reputation and ensure sustainable growth.

• Differentiate Through Responsiveness and Relationships: Smaller agencies can win by offering accessibility and personalized service that larger firms often cannot match, strengthening trust and retention..

This webinar reinforced that size is no longer the defining factor in competitiveness. With the right mix of technology, strategy, and client focus, small collection operations can not only compete—but thrive.

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