Daily Digest - May 8, 2026

🎂Happy Birthday to: Ben Comston of Vera.credit, Mike Tornatore of Arvest Bank, Steven Barenbrugge of Pipeline Debt Acquisitions, Nicholas Wheeler of Remitter, and Melissa Meyers of Harris & Harris.

🎉Congratulations for starting new positions: Kenneth R. Wake as Chief Compliance Officer & Partner at Rausch Sturm.

🚨New Training Bytes Video Released!

Check out the newest Training Bytes video! Each week, an expert from the accounts receivable management industry will share how he or she would handle different scenarios that collectors often face. This week, Wade Isbell from Professional Credit shares how to respond to social media and sovereign citizen complaints from consumers without inflaming the situation. Thanks to Peak Revenue Learning for sponsoring this series! Click on the image below to view this week’s episode!

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.

More Suits Alleging Omission of California License Numbers

• It’s not sexy or salacious, but it’s definitely something that is popping up more and more on the dockets of federal judges in California; a collection operation is facing claims it violated the Fair Debt Collection Practices Act and Rosenthal Fair Debt Collection Practices Act for sending communications to the plaintiff that did not include the defendant’s license number for California.

• More details here.

• This series is sponsored by WebRecon

A MESSAGE FROM TCN

TODAY’S WEBINAR

UPCOMING WEBINARS

New Jersey Court Dismisses FCRA and FDCPA Claims Tied to Account Transfer

• A federal judge in New Jersey has dismissed a pro se lawsuit accusing a debt buyer and loan servicer of violating the Fair Credit Reporting Act, Fair Debt Collection Practices Act, and New Jersey Consumer Fraud Act over the reporting and transfer of an account.

• More details here.

Judge Rejects FCRA Claims Over Conflicting Payment Dates and Charge Off Reporting

• A District Court judge in Illinois has granted summary judgment in favor of a furnisher in a Fair Credit Reporting Act case after finding that the company reasonably investigated a dispute over conflicting payment dates and properly corrected inaccurate information with one credit reporting agency. The judge also addressed common misconceptions about charged off accounts, IRS Form 1099-C reporting, and whether automation alone can create FCRA liability.

• More details here.

PRA Group Details AI, Legal Collection, and Offshore Strategy Behind Strong Q1 Results

• PRA Group yesterday reported net income of $28.2 million, or $0.73 per share, compared to $3.7 million, or $0.09 per share, during the same period last year, as the company continued to lean heavily into legal collections, digital engagement strategies, and technology modernization efforts. Revenue increased 17% year-over-year to $314.5 million, while cash collections climbed 11% to $551.9 million. Company executives said during a call with analysts that investments in legal collections, AI initiatives, offshore resources, and digital channels are beginning to generate stronger operating leverage and improved recoveries across both the U.S. and Europe.

• More details here.

CFPB: Nearly 40% of Consumers Carry Hidden Household Debt Exposure

• A new report from the Consumer Financial Protection Bureau suggests that millions of Americans may be carrying significantly more household debt risk than traditional credit reporting models reveal, a finding that could reshape how lenders, collectors, and financial institutions think about consumer financial health. According to the CFPB, nearly 38% of consumers with a credit record are “credit-linked,” meaning they share financial obligations with another consumer in a way that creates hidden household-level exposure.

• More details here.

Nordis Technologies Promotes Nicole Miller to President

• Nordis Technologies, a fast-growing leader in omnichannel customer communications management and payments technology solutions, has named Chief Operating Officer Nicole Miller to the additional role of President.

• More details here.

WORTH NOTING: Non-traditional Mother's Day gift ideas that resonate ... A look at just how much credit card debt American consumers are carrying these days ... How one tiny habit can help you save thousands of dollars ... Why you can never get your doctor to call you back ... Just how much of a price tag Americans are putting on having "peace of mind" ... Think a conversation is going to be boring? Scientists say you should think again ... Is your morning cup of coffee actually making you more tired? ... Researchers asked moms what they wanted for Mother's Day. Their answers may surprise you.

Funny Friday, part I

Funny Friday, Part II

Webinar Recap: Feel-Felt-Found and Other Tools to Communicate with Empathy

The webinar “Feel, Felt, Found and Other Tools to Communicate with Empathy”, sponsored by Halsted Financial, underscored that empathy is now a core competency in collections, not a soft skill. Sponsored by Halstead Financial, the session featured leaders from Credit Control Corporation, Radius Global Solutions, ARS National Services, and Cedar Financial. Panelists agreed that empathy builds trust, reduces resistance, and improves recovery rates by shifting conversations from transactional to relational.

Techniques such as Feel, Felt, Found, paraphrase‑purpose‑probe, and labeling were highlighted as practical frameworks to validate consumer emotions and guide them toward solutions. Panelists stressed that empathy must be genuine, not scripted, and that collectors should focus on active listening, personalization, and reframing conversations with positive language. As one panelist quoted Maya Angelou: “People will forget what you said… but people will never forget how you made them feel.”

The discussion also addressed the limits of empathy, noting that some consumers may resist emotional appeals. In those cases, segmentation tools like consumer quadrants and time‑bound call rules help agents decide when to persist and when to escalate. Overall, the session reinforced that empathy is both a compliance safeguard and a strategic driver of recovery.

🧠 Key Takeaways:

• Embed empathy frameworks in training: Use Feel, Felt, Found and paraphrasing techniques to build authentic consumer connections and improve right‑party contacts.

• Reframe with positive language: Avoid words like “can’t” or “won’t.” Instead, couple concessions with benefits and highlight solutions that reduce isolation and build trust.

• Balance empathy with efficiency: Apply consumer segmentation (willing/able quadrants) and time‑bound rules (5‑10‑15 minutes) to identify when empathy is effective and when to move on.

This recap positions empathy as a strategic advantage for agencies, creditors, and fintechs seeking stronger consumer engagement and sustainable recovery outcomes.

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