Daily Digest - October 3, 2025

 🎉🎂 Happy Birthday to: Arlynn Flecker of Nationwide Credit Corporation, Gus Demos of TransUnion, and Mike Shaw of MSB Financial Solutions.

🚨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, Jennifer Peck from The Stark Agency breaks down the mindset that it takes to be a successful collector. Thanks to Peak Revenue Learning for sponsoring this series! Click on the image below to view this week’s episode!

Suit Accuses Healthcare Provider, Collector of Contacting Represented Consumer

• Have you ever played the pronoun game? Where you hide the identity of someone by using a neutral pronoun or use “we” instead of “she and I”? Now, I understand that the Fair Debt Collection Practices Act is a strict-liability statute, but it seemed worth pointing out the pronoun game in this complaint, along with the ambiguity that plaintiffs and their attorneys sometimes use. A collection operation and a healthcare provider in Florida are facing claims they violated the FDCPA and the Florida Consumer Collection Practices Act by communicating directly with an individual who was represented by an attorney.

• More details here.

• This series is sponsored by WebRecon

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

Appeals Court Upholds Dismissal of FDCPA Case Over $202 Medical Debt

• Time is money, unless you are seeking standing. The Court of Appeals for the Eleventh Circuit has upheld the dismissal of a Fair Debt Collection Practices Act case against a collection agency and a healthcare provider on the grounds that having to spend time disputing a debt and consulting an attorney does not give the plaintiff standing to sue.

• More details here.

Ohio Bill Seeks to End Property Tax Lien Sales, Days After County Announces $40M Sale

• Just two days after Cuyahoga County announced plans to sell up to $40 million in delinquent property tax liens to a private collector, lawmakers in Columbus introduced a bill that would sunset the practice statewide.

• More details here.

Credit Scoring Disruption: FICO Goes Direct, Bureaus Take a Hit

• The credit-scoring market just underwent its biggest shake-up in decades. Starting October 1, Fair Isaac Corporation, more commonly known as FICO, launched its Mortgage Direct License Program, allowing mortgage lenders and resellers to bypass the major credit bureaus and buy FICO scores directly. The move coincides with regulatory changes that are reshaping credit reporting and access and the financial ripple effects are already being felt.

• More details here.

WORTH NOTING: Increases in the price of coffee are driving people crazy ... A wedding planner weighs in on the four signs at a wedding that a couple is heading for divorce ... AI phishing scams are netting consumers of all ages ... We have reached the age of AI-generated social media content ... The science behind why men live harder and die younger than women ... The five leadership skills that AI will never replace, and how you can harness them ... If you are into EVs, a list of the best vehicles for 2026 ... For all you road warriors -- the best carry-on luggage.

Funny Friday, part I

Funny Friday, Part II

Webinar Recap: How to Budget for Litigation

The webinar “How to Gamify the Customer Experience” examined how gamification can be used in the collections industry to strengthen consumer engagement and increase recovery rates. Panelists Tim Collins (Pay Ready), Blair DeMarco-Wettlaufer (Kingston Data and Credit), and Eric Nevels (TrueAccord) emphasized that gamification is less about “turning debt into a game” and more about creating positive reinforcement, clear progress, and consistent motivation for consumers during the repayment process.

Panelists discussed examples such as badges for completing steps, progress bars for payments, and timely, encouraging messages that recognize consumer actions. As Collins noted, simple tactics like congratulating a consumer for confirming a balance or making a partial payment can drive engagement more effectively than repeated payment demands. DeMarco-Wettlaufer added that collections has “always been a gamification industry,” but today’s focus must extend beyond dollars collected to rewarding behaviors that build trust and consumer cooperation.

Nevels stressed that compliance must guide every gamification effort: “If it looks like Candy Crush, you’ve gone too far.” The goal is not to trivialize debt, but to encourage progress in respectful, compliant, and motivational ways.

🧠 Key Takeaways:

• Start with Simple Wins: Use badges, progress bars, and positive reinforcement messages to make the consumer journey less intimidating and more engaging.

• Consistency Matters: Ensure messaging is unified across portals, emails, texts, and phone conversations so the consumer experiences a seamless journey.

• Measure and Adjust: Track KPIs like payment plan adherence, consumer feedback, and engagement rates. Use this data to refine strategies and avoid “over-gamification” that could alienate consumers.

The Daily Digest is sponsored by TCN