Daily Digest - November 20, 2025

🎂 Happy birthday to the following: Steve Taylor of Remitter, Pam Long of EverChain, Joe Lang of Windham Professionals, and Troy Moffatt of ARO Inc.

🎉 Congratulations for starting new positions: Candance Mortensen as Senior Manager, Business Strategies at Discover, Daniel Pastros as Vice President, Portfolio Strategy & Analytics at Phillips & Cohen Associates, and Michael Colotti as Collections Manager at Veolia | North America.

Getting to Know Kristi Loyer of Wilber Group

• There are people who hate the grind, and then there are people like Kristi Loyer who excel in it. Digging deep and finding that internal motivation to keep your head down, stay focused, and get stuff done. She uses her commute to and from work to set herself up, and makes the most of each day. Read on to learn more about Kristi, why you should reach out to her when your kid asks for help with math homework, and how connecting with people is her superpower.

• More details here. 

• This series is sponsored by TEC Services Group

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

Court: Using Registered Alternate Business Name Does Not Violate FDCPA

• In a case that was defended by Rick Perr at Kaufman Dolowich, a state court judge in New Jersey has granted a defendant’s motion for summary judgment in a Fair Debt Collection Practices Act case after the defendant was accused of being deceptive by using an abbreviation for its registered alternative business name in voicemails left with the plaintiff.

• More details here.

Senators Press BNPL Industry for Data as Concerns Grow Over Consumer Debt Stress

• Seven leading Buy Now Pay Later companies are facing new scrutiny from Senate Democrats who have requested detailed information not only on loan origination and usage but also on collection activities, delinquency trends, and repayment behavior. The letters were sent to Affirm, Afterpay, Klarna, PayPal, Sezzle, Zip, and Splitit, highlighting growing concern about consumers’ ability to repay these rapidly expanding forms of credit.

• More details here.

More Denials, Bigger Dollar Amounts: New Report Highlights Revenue Cycle Pressure Points for Providers

• Many consumers are already confused by medical billing, insurance rules, and claim decisions. New industry data suggests providers are feeling just as much strain. A new vendor analysis released this week shows that hospitals and physician groups are facing significantly higher denial amounts, more payer audits, and growing administrative pressure tied to coding, medical necessity, and missing information.

• More details here.

Trump Administration Uses Procedural Nomination to Keep Vought in Place at CFPB

• The White House has nominated Stuart Levenbach to serve as director of the Consumer Financial Protection Bureau, a move that CFPB officials and industry observers widely view as a procedural maneuver designed to extend acting director Russ Vought’s tenure while the administration continues efforts to wind down the agency.

• More details here. 

WORTH NOTING: a new report looks at what is driving the increase in health insurance premiums ... A vast majority of Americans haven't been able to add anything to their emergency savings this year, according to a new report ... A look at the best places to shop on Black Friday ... Teens are turning to AI chatbots for mental health support, but that can be very dangerous, according to new research ... One in three consumers are expected to slip into debt this holiday season ... Creative solutions to help cut down on household waste ... Ten ways to gracefully change the subject during a conversation ... A look at people who drink coffee in the morning.

Top 10 Thursday, part I

Top 10 Thursday, Part II

Webinar Recap: From Click to Commitment: Turning Portal Visits into Payments

In today’s digital-first recovery landscape, self-service portals are essential—but a visit doesn’t guarantee a payment. This webinar, sponsored by Concepts to Code, explored how agencies can convert clicks into commitments by removing friction, aligning digital and human strategies, and using behavioral insights to drive action.

Panelists Mark Reinhard (Concepts to Code), Trey Hall (ELEOS Services), and David Guy shared practical tactics for improving portal performance. Common friction points include login complexity, lack of payment options, and poor mobile optimization. Trey emphasized minimizing “clicks to payment,” noting, “Three clicks is the goal.” David added that inconsistent error messages and device switching often lead to abandonment.

Trust signals—like consistent branding, tone, and offer alignment—play a critical role in consumer confidence. “We had people say our portal looked spammy because the colors didn’t match our website,” Trey shared. Agencies should also track drop-off points and last consumer actions to trigger timely follow-ups and refine workflows.

Mark stressed internal alignment: “Collectors should know what’s available on the portal. Otherwise, it’s a bad consumer experience.” The panel agreed that portal and collector offers should match to avoid confusion and build trust.

Ultimately, the webinar underscored that portals must be intuitive, personalized, and fully integrated into the broader recovery strategy.

🧠 Key Takeaways:

• Audit your portal for friction: test across devices, minimize clicks, and ensure autofill compatibility.

• Align collector scripts and portal offers to avoid confusion and reinforce trust.

• Track consumer behavior (e.g., last action before payment, drop-off points) to trigger follow-ups and refine workflows.

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