Daily Digest - October 27 2025

🎉Happy Birthday to: Mike Vogle of Choice Payment Services, Brian Gravitt of Nationwide Credit Corporation, Tracey Bannochie of DCM Services, Aimee Sparkman of Meduit, David Dailey of Stillman Law Office, Kimberly Herrington of Skips Financial Solutions, and Steven M Goldstein of FFAM360 Group of Companies. Happy belated Birthday to: David Whitely of XPAY (Oct. 26), Jackie Seczney of Meduit (Oct. 25), and Steve Haineback of REPAY (Oct. 25).

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🔔 Upcoming Meetings

🚨 **TODAY @3pm ET: Compliance Chat

Tuesday, October 28 @3pm ET: Vendor Roundtable

Thursday, October 30 @3pm ET: Small Agency TechTactics

Judge Denies MTD in FDCPA Case Over ‘Forceful’ Repossession Encounter

• A reminder first about motions to dismiss and judges needing to accept that everything a plaintiff says in a complaint is true. With that in mind, a District Court judge in Michigan has denied a defendant’s motion to dismiss a Fair Debt Collection Practices Act case, ruling that a repossession agent breached the peace when attempting to recover the plaintiff’s vehicle by moving “forcefully” toward the plaintiff, who had placed himself between the tow truck and his vehicle.

• More details here.

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

Healthcare Billing Issues Opens Door for AI Solutions as Collection Delays Mount

• Healthcare providers are drowning in administrative costs and payment delays, creating ripple effects throughout the collection ecosystem, according to a new survey from Smarter Technologies and MedCity News.

• More details here.

Appeals Court Finds No Civil Contempt in Post-Bankruptcy Collection Dispute

• The Court of Appeals for the Eleventh Circuit has upheld rulings from both a District Court and a Bankruptcy Court that denied to hold a defendant in civil contempt for violating a discharge order when attempting to collect on a mortgage debt.

• More details here.

Compliance Digest – October 27

• Score a touchdown by reading excellent insights from seven different experts -- Akeela White, Mike Frost, Leslie Bender, Virginia Bell Flynn, Michael Poncin, Chuck Dodge, and Alex McFall -- as they share important perspectives and make sure you know exactly what you need to know in this week's Compliance Digest.

• More details here.

• This series is sponsored by Bedard Law Group

WORTH NOTING: Despite the proliferation and everyday presence of artificial voices, people still prefer the dulcet tones of humans, according to new research ... JPMorgan Chase is going to start accepting Bitcoin and Ethereum as collateral for loans ... I think the only thing that surprised me about this survey was that not everyone was concerned about this topic ... A summary of different free tools to help fight against robocalls. Good for you as a consumer and for research into how consumers might try to avoid calls from your organization ... How long it takes for the average American to spend one-third of their paycheck ... A quick habit to boost hope and reduce stress ... Insights from experts on how to make rational decisions ... Experts weigh in with advice on how to stop financial fights with your partner.

Music Monday, part I

Music Monday, Part II

Webinar Recap: Building a Digital Response/Engagement Team/Operation

As digital communication becomes the preferred channel for consumers, collection agencies are rethinking how they engage across chat, email, and text. In a recent webinar sponsored by CSS Impact, industry experts Melissa Nash (Checkmark Collections), Justin Metacarpa (Second Order Solutions), and Saket Sahoo (Connect BPS) discussed what it takes to build an effective digital response and engagement team—one that’s empathetic, compliant, and efficient.

Moderator Mike Gibb of AccountsRecovery.net opened the session by emphasizing that digital collections require more than simply asking collectors to “start typing instead of talking.” The panelists agreed that success in digital engagement depends on distinct skill sets, technology, and operational strategy. Sahoo noted that “speaking on the phone and typing or texting are completely different skills,” with written communication demanding clarity, empathy, and multitasking across simultaneous chats.

Metacarpa emphasized the growing role of AI, saying that as automation takes over simpler inquiries, “digital agents must be ready to handle more complex issues—those that require empathy and judgment.” Nash shared her experience blending human and AI communication at Checkmark Collections, revealing that nearly half of her firm’s transactions are fully digital.

The discussion also touched on structuring teams, ensuring QA oversight across digital and voice channels, and creating a culture that rewards excellence in written engagement. As Nash concluded, “No matter how small you are—if you’re not in this space, you’re out of business.”

🧠 Key Takeaways:

• Hire for communication, not just collection skills: Strong writing and emotional intelligence are key in digital channels.

• Use AI strategically: Automate routine inquiries so agents can focus on complex, high-value interactions.

• Adapt incentives and culture: Recognize and reward digital engagement success to drive adoption across your organization.

The Daily Digest is sponsored by TCN