Daily Digest - September 9, 2025

 🎉🎂 Happy Birthday to: Laura Jensen of Absolute Resolutions, Luis Lopez of Orions Management Group, Tom Perrotta of Penn Credit, Neno Nastevski of Atlantic Recovery Solutions, and David Gelinas of National Legal Center.

🎉 Congratulations to the following for starting their new positions: Christine Scrivener as Head of Internal Audit & Regulatory Exams at Spring Oaks Capital.

Unfortunately, this would likely not meet the definition for reasonable investigation. So, that means you're going to have to do some actual work. Why not see how your peers from across the credit and collection industry investigate the different types disputes that they are seeing in their files every day?

That's just one of two dozen sessions at ComplianceCon. If you can find a way to save a few minutes on each investigation, or learn about a new tool that can help, think of how that will multiply across all of the investigations you have to do. The insights from this one session alone can pay for the cost of attending the event.

🔖 🎓 Now with CLE Credits!

Class-Action Accuses Collector of Making Call Day After Receiving Cease Request

• One phone call. That is all it can take to face a class-action lawsuit. A collection operation is facing claims it violated the Fair Debt Collection Practices Act, the Telephone Consumer Protection Act, and state law in Florida because it placed a phone call to the plaintiff’s cell phone after the plaintiff sent a letter to the defendant requesting validation of the debt and asking the defendant not to contact the plaintiff until the validity of the debt was confirmed.

• More details here.

• This series is sponsored by WebRecon

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

California Appeals Court Says Font Size Error Enough for Rosenthal Act Standing

• A California Appeals Court has reversed a summary judgment ruling in favor of a defendant that was sued for violating the Rosenthal Fair Debt Collection Practices Act because of the font size of a disclosure in a letter that was sent to the plaintiff, ruling that standing, when seeking statutory damages, “arises from a debt collector’s violation of those statutes, not from the plaintiff’s suffering of actual injury.”

• More details here.

CFPB Publishes Rulemaking Agenda

• For an agency that is supposedly not doing much, the regulatory agenda for the Consumer Financial Protection Bureau looks pretty full. The federal government released its long-awaited agenda of rulemaking and administrative actions, and the CFPB’s portion contains two dozen different rules in stages of development.

• More details here.

Credit Card Debt Edges Higher, But Risk Metrics Cool

• Consumers added roughly $28 billion to credit card balances in the second quarter of 2025, pushing total outstanding card debt to about $1.32 trillion, according to data released yesterday by the Federal Reserve Bank of New York and Wallethub. That sits 2% below the all-time nominal record and 13% below the record after inflation. Early July readings show balances 0.4% higher year over year after inflation and at a new nominal July high without inflation adjustment.

• More details here.

WORTH NOTING: How to artfully handle financial dealings when out with friends ... An AI offering called Hello Patient has raised $22 million to help healthcare providers with patient engagement ... Why you may want to stay away from artificial sweeteners ... Members of Gen Alpha, who are between 11 and 14 years old, are "running the show" according to new research ... More and more people are tuning out the news ... A list of surprising things you can and can't put in your dishwasher ... If you're having problems sleeping at night, cheese may be the culprit ... Nearly half of the country has already started shopping for the holidays.

Trailer Tuesday, part I

Trailer Tuesday, Part II

Webinar Recap: What is Your Secret Sauce. What Sets You Apart?

In a recent webinar sponsored by CSS Impact, a panel of seasoned industry leaders shared their perspectives on what makes agencies stand out in the crowded credit and collections space. While many companies use similar tools and processes, the panel emphasized that differentiation often comes down to culture, adaptability, service, and leveraging technology to enhance—not replace—the human element.

Panelists Mindy Chumbley, John Erickson, Debbie Frank, and Terry Merrell all agreed that a company’s “secret sauce” lies less in broad strategies and more in the small, consistent practices that build trust with clients, motivate employees, and create long-term resilience. Whether through strong legislative advocacy, community-focused service, innovation in operations, or commitment to employee growth, each panelist demonstrated how unique approaches can deepen client relationships and drive sustainable success.

The conversation also highlighted the growing importance of data and technology. While automation and AI tools can streamline processes, the panel warned against losing the human connection with consumers. Instead, agencies should balance digital capabilities with personalized service to stand out in an increasingly competitive market.

🧠 Key Takeaways:

1. Leverage Culture as a Differentiator
   Build a culture that empowers employees, encourages collaboration, and delivers exceptional service. Even small agencies can turn culture into a superpower.

2. Balance Technology with Human Connection
   Use automation, RPA, and AI to handle repetitive tasks so employees can focus on building relationships and solving complex problems.

3. Turn Data Into Strategy
   Track performance metrics—such as unit yield, client retention, and digital engagement—and use that data to refine workflows, improve profitability, and strengthen client satisfaction.

By identifying and amplifying their “secret sauce,” agencies can set themselves apart in ways that resonate with clients, employees, and consumers alike.

The Daily Digest is sponsored by TCN