Daily Digest - September 16, 2025

 🎉🎂 Happy Birthday to: Amanda Schroeder of Capio, Douglas Dowe of Virginia Credit Union, Jeff Spurgess of American Profit Recovery, and Brian Cox of SouthStar Capital.

🎉 Congratulations to the following for starting their new positions: Andrea Dickson-Rekasi as Senior Compliance Complaint Manager at Prosper Marketplace.

Does anyone know everything about compliance? I don't think anyone would claim that to be true. When it comes to compliance in the credit and collections industry, it takes a village. There is so much that isn't black or white and so much that is open to subjectivity that what smart people do is triangulate. Talk to 10 people and while you may get 10 different answers, it's likely that a theme or consensus will appear and allow you to make an educated decision.

That's what makes events like ComplianceCon so important. It's your triangulation opportunity, your radar screen, your attempt at getting a consensus on all of the important decisions you need to make on a daily basis. It being in hashtag#theroomwhereithappens accomplishes nothing else, it provides important reassurance and guidance.

So come to ComplianceCon and get exposed to the kind of education and expertise that you only dream of when you're not having nightmares about disputes and hallucinating bots, or worse, collectors going off-script. Learn more at https://compliance-con.com.

🔖 🎓 Now with CLE Credits!

Suit Accuses Collector of Denying Convo with Consumer, Receiving Email Seeking Confirmation Debt Wasn’t His

• A collection operation is facing claims it violated the Fair Debt Collection Practices Act and Texas state law after it allegedly denied confirming to the plaintiff that a debt was not his and denied receiving an email from the plaintiff seeking confirmation of that fact when, during a conversation the previous day, a different representative had indicated that the Social Security number attached to the account did not match the plaintiff, who was being contacted about the debt.

• More details here.

• This series is sponsored by WebRecon

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

BFE Defense Not Enough When Debt Collector Relies on Creditor Data, Judge Rules

• A District Court judge in Washington has granted a plaintiff’s motion for partial summary judgment on claims that a collection operation violated the Fair Debt Collection Practices Act when it reported a debt that was not owed by the plaintiff on his credit report, denying the defendant’s attempt to use the bona fide error defense because it relied on the information it was provided by the original creditor.

• More details here.

FTC Steps Into Void Left by CFPB: Report

• The Federal Trade Commission wants to remind everyone in the credit and collection industry that even though the Consumer Financial Protection Bureau may be downsizing, there is still a federal regulator on the beat, according to a published report.

• More details here.

Oregon Enacts Trio of Consumer Protection Laws

• Oregon Gov.Tina Kotek yesterday signed three new consumer protection laws that will reshape how medical debt, online pricing, and auto loan agreements are handled in the state. Each law is set to take effect in 2026 and aims to boost fairness and transparency in common financial transactions.

• More details here.

WORTH NOTING: The average interest rate on retail credit cards is north of 30%, the second-highest APR in two decades ... A look at how members of Gen Z handle their finances and make payments ... A bill has been introduced in the Senate that would prohibit employers from using credit checks as part of the hiring process ... For most consumers, what they take home every paycheck is not enough to cover expenses and save for the future ... When to -- and when not to -- lease a car ... If you're expecting people to tap into their emergency funds to pay off their debts, you're in for a surprise ... Your zodiac sign is 2,000 years out of date because of a "wobble" in the Earth ... Debunking some popular myths about one of my favorite pastimes -- sleep.

Trailer Tuesday, part I

Trailer Tuesday, Part II

Webinar Recap: Payment Plan Design and Offer Optimization

A recent webinar, sponsored by CSS Impact, explored how agencies can optimize payment plans and settlement offers to balance consumer affordability with recovery goals. Panelists Calder Willingham (Creditors Bureau Associates), Amruta Joshi (Mercury Financial), and Aubrey Gohde (State Collection Service) shared insights on using data, digital tools, and collector training to create sustainable and effective repayment strategies.

One theme was the importance of data in driving decisions. With the loss of credit reporting as leverage, agencies increasingly rely on propensity-to-pay models, risk segmentation, and consumer history to shape repayment options. Willingham emphasized, “You really have to rely on your data and make sure you have a vendor that can help you stratify workflows.”

The panel also discussed the tension between standardized policies and customized solutions. While guidelines like “20% down and 10% monthly” provide consistency, collectors must retain flexibility when consumer circumstances warrant it. Gohde explained that State Collection Service starts with a request for payment in full, then works down to the “best possible payment arrangement” that won’t set the consumer up to fail.

Digital channels are reshaping engagement. Joshi highlighted the rise of text, portals, and mobile apps, noting: “There is no single channel…you need omnichannel attributes based on consumer preferences.” Self-service tools like IVAs and online systems allow consumers to manage payments conveniently while supporting revenue recovery.

🧠 Key Takeaways:

• Use data to guide repayment strategies: Incorporate credit attributes, risk tiers, and consumer history to match offers with true ability to pay.

• Balance structure with flexibility: Maintain standard payment frameworks, but empower collectors to adjust when consumer needs or client guidelines call for exceptions.

• Invest in digital engagement: Expand self-service options across channels—text, email, portals, and apps—to meet consumer preferences and boost completion rates.

The panel concluded that optimizing payment plans requires blending science, empathy, and technology to achieve sustainable results for both consumers and clients.

The Daily Digest is sponsored by TCN