Archives for January 2014

The Evolution of Debt Collection Industry Conferences


Mike Ginsberg

Mike Ginsberg

The ARM industry conference schedule is heating up and we’re not even out of January yet. With the Polar Vortex in full effect on the East Coast once again, a little heat would be nice right about now.

For many of us in the ARM industry, the Debt Buyers Association’s annual conference marks the first conference of the year that we typically attend. But this year, I have already attended two industry conferences, including the International Association of Commercial Collectors Annual Convention in Miami and insideARM’s Large Market Participant Summit 2014 last week in Washington and I noticed a few themes developing that I wanted to share.

1. The smaller conferences tend to attract the owner/operators. The IACC announced they had record attendance levels of slightly more than 200 participants. I noticed that the vast majority of those in attendance at IACC were agency owners. I guess having the conference in Miami in January doesn’t hurt attendance levels. One of the most popular sessions was a peer-to-peer discussion about hot topics in which owners shared their viewpoints on their own operational challenges and technology advancements. At the insideARM Summit, there were also a large percentage of owners in attendance. The hot topic of regulation attracted the interest of many decision makers who are trying to make sense of this dynamic marketplace.

2. The attendees tend to stay in the sessions. A lot of times when I attend national conferences, I notice the hallways and exhibit halls are a lot more populated than the speaker sessions. This is not typically the case at the smaller conferences. The sessions are very well attended and the level of audience participation during the sessions is quite high. Networking is reserved for the breaks and cocktail receptions. On the second day of the iA Summit, there was a diverse panel that consisted of representatives from a number of consumer advocacy groups, the CFPB Advisory Board and an Associate Professor of Law from the University of Connecticut. This was a very popular session as evidenced by the number of questions raised and the volume of Tweets, which leads me to my next point…

3. Twitter has become an important communication tool at conferences. Contrary to what my teenage sons might think, I don’t live in the Stone Age. I realize that Twitter had a very successful public offering last year and boasts having hundreds of millions of users every day. I am one of them (@mike_ginsberg) although I find that the vast majority of the ARM industry is not comfortable using social media to communicate. What I noticed at the insideARM Summit was the active usage among attendees who were tweeting noteworthy points made during the sessions. Others retweeted these points from their desktops to their following so the connection was made at many different levels. You can check out the posts with #iasummit2014 for yourself. Here are some of the tweets from the IA Summit last week :

NARCA ‏@NARCA_DC – DKaminski moderating panel of consumer advocates at #iasummit2014 – should be interesting!

Mike Ginsberg ‏@mike_ginsberg – CFPB operates with the assumption that all debtor complaints are truthful and accurate #iasummit2014

Dalie Jimenez ‏@daliejimenez – Collector reports that moving to 24hr cooling period between calls led to a record yr; advises firms to look at own data #iASummit2014

Conferences have certainly evolved due to technology advancements but the benefit of human connection at live events is still a compelling reason why many of us continue to attend conferences. Both are worth exploring.

The Evolution of Debt Collection Industry Conferences
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Accounts Receivable Management

Executive Change: Scott Baker Joins JJL Process as Head of Operations


JJL Process, a technology and compliance leader in the process serving industry, is pleased to announce that Scott Baker has joined the company.  Scott Baker’s responsibilities will be to head up operations nationwide implementing operational process and procedural improvements.

Scott Levine, President of JJL Process, said “We are thrilled to have an experienced collection litigation executive like Scott Baker join our organization to bring us to the next level.”

Scott Baker has extensive experience from his previous responsibilities at TRAKAmerica and Zwicker and Associates, P.C. JJL is currently active in twelve states and is expanding nationwide.

With 25 years of industry experience, JJL Process Corporation is a Process Serving Agency that specializes in serving collection papers. Through advanced proprietary technology and forward thinking, JJL has established itself as the technology and compliance leader in process serving.  The difference between JJL and the others is JJL continues to develop advanced proprietary technologies which allow increased client efficiency while offering a level of compliance to clients that are not available with traditional Process Serving agencies.  JJL is SSAE-16 and SOC-1 certified and is in compliance with the Process Serving Standards Summit standards. JJL presently services Alabama, Arizona, Arkansas, Colorado, Florida, Georgia, Maryland, Missouri, Nevada, New Mexico, Tennessee and Washington State with JJL owned and operated offices and continues to expand nationwide.

For more information on JJL Process, please contact Joel Rosenthal at (561) 312-7602 or visit www.jjlprocess.com.

Executive Change: Scott Baker Joins JJL Process as Head of Operations
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Accounts Receivable Management

Economy Grows at 3.2 percent Rate in Fourth Quarter of 2013


Real gross domestic product (GDP) increased at an annual rate of 3.2 percent in the fourth quarter of 2013 according to the “advance” estimate released Thursday by the Commerce Department’s Bureau of Economic Analysis (BEA).  In the third quarter of 2013, real GDP increased 4.1 percent.

The combined growth in the last two quarters of 2012 represented the most robust six-month period of economic expansion in two years. The growth rate for Q4 2013 was roughly in-line with analyst and economist expectations.

The BEA said that the main drivers of growth in the fourth quarter was consumer spending and business investment. Consumer spending – the largest single factor in GDP measurement — jumped 3.3 percent while business investment grew 3.8 percent led by a 6.9 percent surge in equipment investment.

The main drags on economic growth were residential investment, which fell 9.8 percent, and federal government spending, down 12.6 percent compared to the third quarter.

The price index for gross domestic purchases, which informs inflation rates, increased 1.2 percent in the fourth quarter, compared with an increase of 1.8 percent in the third.

During 2013 real GDP increased 2.7 percent compared to 2.0 percent during 2012.  Inflation slowed in 2013 with the price index for gross domestic purchases increasing 1.1 percent during 2013, compared with an increase of 1.5 percent in 2012.

GDP-Q4-2013

Economy Grows at 3.2 percent Rate in Fourth Quarter of 2013
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Accounts Receivable Management

Take insideARM’s Annual Operations, Compliance and Technology Survey; Get $5


insideARM.com is conducting an annual survey of Collection Agency Owners & Executives, Collection Operations Staff, and Compliance Professionals to better understand their current economic and compliance challenges; plus their technology needs and requirements. Now in its second year, this year’s survey presents a terrific opportunity to compare results from the 2013 survey to get year-over-year trends in Accounts Receivable Management and chart a course for ongoing trend analysis.

All qualified respondents — Agency Owners & Executives, Collection Operations Staff, and Compliance professionals submitting a business e-mail address (no gmail, Hotmail, etc.) — who complete the questionnaire will receive a $5 Amazon gift code, courtesy of our partner on the survey, BillingTree.

Please take a few minutes to complete the survey. Click here to start right now. But hurry; the survey will close February 28, 2014.

Participants supplying their business email will also receive a benchmark study from insideARM that highlights the results of the survey and provides insight on the top priorities for operations professionals in the collections and debt purchasing business.

Because the survey is being limited to agency owners, executives, compliance, and operations professionals, your individual reply is most important to its success.

Take the survey now at https://www.surveymonkey.com/s/2014insideARM

Your answers will be kept confidential and will be reported only in aggregate with those of the other survey participants.

Take the survey now and get your $5 Amazon gift code!

Take insideARM’s Annual Operations, Compliance and Technology Survey; Get $5
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Accounts Receivable Management

insideARM.com Launches TCPA Resources Page for Debt Collection Industry


Today we are announcing the launch of the latest portal page designed to help the ARM industry navigate the current legal and regulatory environment: TCPA Resources. The TCPA Resources area joins our recently launched FDCPA and CFPB resources pages as one-stop shops that drill down on a specific compliance topic.

The new section features important decisions in court cases claiming violations of the Telephone Consumer Protection Act, documentation from the law’s enforcement agency — the FCC — and the full text of the TCPA. We will be adding plenty more to the section in coming weeks, and if you have any suggestions, please let us know at editor@insidearm.com.

The TCPA presents a very tricky issue for debt collectors. The law was not written with debt collection in mind, rather, it targets telemarketing calls. But due to the fact that collectors use sophisticated telephony products, the industry has been ensnared in the requirements of the law.

Compliance with the TCPA is, unfortunately, a moving target. As we’ve documented for more than a year, consumer attorneys are focusing more and more on TCPA lawsuits against collectors as jurisdictions make contrary rulings.

Did you know that the FCC took a definitive position on autodialer use by debt collectors, only to have a court rule to the contrary only months later? That information and a lot more is on our TCPA Resources page.

We would like to thank LexisNexis for their generous support in underwriting the TCPA Resources section. To make navigation to the page as seamless as possible, we will be displaying the banner below on each article we run on the TCPA. Click on it to go to the TCPA Resources page:

insideARM.com Launches TCPA Resources Page for Debt Collection Industry
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Accounts Receivable Management

insideARM Summit Keynote Draws Blueprint for Debt Collection CMS


In her keynote address at the insideARM Large Market Participant Summit Thursday, Linda Gallagher, Managing Director and Global Head of the Consumer Protection Practice at Promontory Financial Group, said the rush towards compliance in the debt collection industry is the fastest she’s seen in her 30 years in the financial services sector. As the industry moves at a breakneck new pace to keep up with the Consumer Financial Protection Bureau and new regulations, the key elements to look out for in building an effective compliance management system are governance and the substantive components of the CMS. There’s a big difference between consumer protection and consumer compliance.

When developing a CMS, create a top-down framework for building accountability. Gallagher stressed how this framework must include board members and agency employees with business acumen.

“I fear that when there’s meetings with boards and training of boards, it’s very technical and they’re not going to get in to those details because it’s painful,” Gallagher said. “Give them context so they’d understand: it’s not just you, it’s everyone.”

When it comes to the substance of compliance, the CFPB has a multi-modular exam manual that explicitly states what they look for at a debt collection firm. But Gallagher says that even the CFPB’s manual is incomplete and doesn’t cover all of what she sees as the six “sticking points” for compliance: learning from customer complaints, assessing risks, testing compliance performance, driving sustainable change, developing compliance expertise and independent audit oversight.

“There is a war for talent in the compliance space today; the compensation norms for compliance talent have just gone crazy,” Gallagher said. “It’s that much harder to get compliance talent in your audit function. It’s a step removed.”

Finally, smart strategies in areas that support your CMS are critical to giving comfort to your business partners and regulators. Creditors and regulators want to know that collectors base their actions in the marketplace on compliance with applicable laws, and that they can prove it.

The insideARM Large Market Participant Summit – generously underwritten by FICO, Interactive Intelligence, and RevSpring — is running through Friday. Check back on insideARM.com for updates throughout today and tomorrow and follow us on Twitter under the hashtag #iasummit2014.

insideARM Summit Keynote Draws Blueprint for Debt Collection CMS
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Accounts Receivable Management

insideARM Summit Kicks Off with Talk on Debt Collection Rulemaking


The second annual Large Market Participant Summit 2014, hosted in Washington, DC by insideARM.com, began Thursday morning with a presentation and Q&A session from Tom Pahl, Managing Counsel in the Office of Regulations at the CFPB.

Pahl will be a key member of the legal team that oversees debt collection rulemaking after the Bureau’s advance notice of proposed rulemaking (ANPR) comment period closes. He discussed the process for debt collection rulemaking and why the CFPB chose this path over other methods of regulation.

First, Pahl noted that rulemaking for debt collection was discretionary for the CFPB under Dodd-Frank, unlike mortgage rulemaking — for example — which was mandated by the legislation. But Pahl said that the Bureau decided to pursue new debt collection rules because consumers have no choice in their dealings with the ARM industry and complaint volumes support additional rules. He also noted that technology gaps between the current environment and the FDCPA, passed in 1977, lends itself to additional clarification.

The process for new rules for the collection industry was laid out. Although no specific timetable was given, Pahl said that after the ANPR comment period closes, his team will be writing regulatory text that will be issued in a Notice of Proposed Rulemaking (NPR), which will also be subject to a comment period. The NPR should contain specific new rules.

In addition to the input from comments, Pahl said the CFPB will be using complaint data, prior government efforts (specifically, the reports issued by the FTC), and consultation with state regulators and enforcers to guide their regulatory language.

Tom Pahl addresses attendees at the insideARM Summit

Tom Pahl addresses attendees at the insideARM Summit

After his remarks, Pahl took questions from the crowd of around 100 gathered at the W Hotel in downtown Washington.

One participant noted that the concept of “strict liability,” which often gives rise to lawsuits over technical violations, was not addressed in the 160+ questions posed by the CFPB in its ANPR. Pahl said that while that was true, the actual rules resulting from the process would indirectly impact strict liability and should help collection agencies with technical violation accusations.

For example, he noted, if the rulemaking process results in standard language for validation notices, as long as ARM firms use the language, there would be “fewer possibilities of technical issues” in the area of validation notices.

Another question dealt with the costs associated with the “shotgun approach” used by the CFPB in civil investigative demands (CIDs). Pahl said that while he is not in the enforcement office of the Bureau, he did spend time in that capacity while at the FTC. He conceded that the CID process could be more targeted, and that the collection, verification, and responses to consumer complaints will help the CFPB become more targeted in its investigations.

The insideARM Large Market Participant Summit – generously underwritten by FICO, Interactive Intelligence, and RevSpring — is running through Friday. Check back on insideARM.com for updates throughout today and tomorrow and follow us on Twitter under the hashtag #iasummit2014.

 

insideARM Summit Kicks Off with Talk on Debt Collection Rulemaking
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Accounts Receivable Management

Collection Agency, NFL Teams Among 12 Settling FTC International Safe Harbor Charges


Twelve U.S. businesses have agreed to settle Federal Trade Commission charges that they falsely claimed they were abiding by an international privacy framework known as the U.S.-EU Safe Harbor that enables U.S. companies to transfer consumer data from the European Union to the United States in compliance with EU law.

The companies settling with the FTC represent a cross-section of industries, including retail, professional sports, laboratory science, data broker, debt collection, and information security. The companies handle a variety of consumer information, including in some instances sensitive data about health and employment. The twelve companies are:

“Enforcement of the U.S.-EU Safe Harbor Framework is a Commission priority. These twelve cases help ensure the integrity of the Safe Harbor Framework and send the signal to companies that they cannot falsely claim participation in the program,” said FTC Chairwoman Edith Ramirez.

According to the twelve complaints filed by the FTC, the companies deceptively claimed they held current certifications under the U.S.-EU Safe Harbor framework and, in three of the complaints, also deceptively claimed certifications under the U.S.-Swiss Safe Harbor framework. The U.S.-EU and U.S.-Swiss Safe Harbor frameworks are voluntary programs administered by the U.S. Department of Commerce in consultation with the European Commission and Switzerland, respectively.  To participate, a company must self-certify annually to the Department of Commerce that it complies with the seven privacy principles required to meet the EU’s adequacy standard: notice, choice, onward transfer, security, data integrity, access, and enforcement. A participant in the U.S.-EU Safe Harbor framework may also highlight for consumers its compliance with the Safe Harbor by displaying the Safe Harbor certification mark on its website.

The FTC complaints charge each company with representing, through statements in their privacy policies or display of the Safe Harbor certification mark, that they held current Safe Harbor certifications, even though the companies had allowed their certifications to lapse. The Commission alleged that this conduct violated Section 5 of the FTC Act. However, this does not necessarily mean that the company committed any substantive violations of the privacy principles of the Safe Harbor frameworks.

Under the proposed settlement agreements, which are subject to public comment, the companies are prohibited from misrepresenting the extent to which they participate in any privacy or data security program sponsored by the government or any other self-regulatory or standard-setting organization.

Consumers who want to know whether a U.S. company is a participant in the U.S-EU or U.S.-Swiss Safe Harbor program may visit http://export.gov/safeharbor to see if the company holds a current self-certification.

These cases are being brought with the valuable assistance of the U.S. Department of Commerce. These companies were also the subject of complaints filed in 2013 by Chris Connolly and Galexia, Inc.

The Commission votes to accept the consent agreement packages containing the proposed consent orders for public comment were 4-0. The FTC will publish descriptions of the consent agreement packages in the Federal Register shortly. The agreements will be subject to public comment for 30 days, beginning today and continuing through Feb. 20, 2014, after which the Commission will decide whether to make the proposed consent orders final. Interested parties can submit written comments electronically or in paper form by following the instructions in the “Invitation To Comment” part of the “Supplementary Information” section. Comments in electronic form should be submitted using the following Web links:

Comments in paper form should be mailed or delivered to: Federal Trade Commission, Office of the Secretary, Room H-113, 600 Pennsylvania Avenue, N.W., Washington, DC 20580. The FTC is requesting that any comment filed in paper form near the end of the public comment period be sent by courier or overnight service, if possible, because U.S. postal mail in the Washington area and at the Commission is subject to delay due to heightened security precautions.

Collection Agency, NFL Teams Among 12 Settling FTC International Safe Harbor Charges
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Accounts Receivable Management

Resurgent Capital Services Implements CallMiner Speech Analytics to Maintain Compliance


CallMiner, the leader in speech analytics and compliance solutions for contact centers, and Resurgent Capital Services, a leading manager and servicer of consumer debt portfolios, today announced that Resurgent has implemented the CallMiner Eureka  speech analytics solution to ensure continued oversight, compliance and customer satisfaction.

Using the CallMiner Eureka post-call analytics platform, Resurgent enhances its oversight efforts by expanding and improving its call monitoring system.  This investment continues Resurgent’s track record of striving to stay at the front of the industry in terms of customer service and compliance. By monitoring and scoring phone calls with CallMiner, Resurgent can increase the efficiency and depth of its monitoring efforts in a manner that maximizes performance and compliance.

“We have a unique monitoring opportunity because we are integrating and reviewing calls from several different locations, and it’s important that we maintain a consistently high level of customer service across the board.” said Ken Hamill, Senior Vice President of Compliance, Oversight, and Improvement at Resurgent. “We selected CallMiner because their solution is perfectly positioned to help us with this multi-site group of agents and challenges associated with it.”

“Resurgent understands the importance of maintaining compliance and using the best available technologies in an increasingly complex regulatory environment,” said Terry Leahy, Chief Executive Officer at CallMiner. “They are also focused on providing excellent customer service, and that is one of the most important factors for a successful speech analytics implementation. All of us at CallMiner are very excited to work with Resurgent.”

CallMiner will be exhibiting at the DBA International Conference in Las Vegas, February 5-7.

CallMiner is the market leading cloud-based solution for improving agent performance through Voice of the Customer analytics across all channels. CallMiner Eureka automates the overwhelming process of monitoring information from 100% of interactions – calls/audio, chat, email, surveys and social – to uncover consistent and reliable information about agent performance. Real time business intelligence can be leveraged by enterprises to dramatically improve customer service and sales, reduce the cost of service delivery, mitigate risk, and identify areas for process and product improvements. For more information, please contact CallMiner at (781) 547-5666, or visit www.callminer.com.

Resurgent Capital Services is an industry leading manager and servicer of consumer debt portfolios who manages accounts for a variety of affiliated and non-affiliated creditors nationwide.  With significant compliance, legal and audit resources, Resurgent has prided itself on a robust compliance program and fair customer treatment since it was founded in 1998.

Resurgent Capital Services Implements CallMiner Speech Analytics to Maintain Compliance
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Accounts Receivable Management

NGM Celebrates 10-Year Anniversary by Offering 10 Free Leads to New Clients in 2014


Net Gain Marketing, Inc. (NGM) today announced that it will offer ten free leads to new clients in 2014 to celebrate the company’s ten years in business.  Any company that signs a new contract with NGM during 2014 can take advantage of this offer at any time.

The company’s core service offerings are information services about government and student loan contracts at www.mygovwatch.com, proposal writing and consulting services, web development and technology integration services, and a program to help companies pursue Federal subcontracting opportunities offered through a related company, Fed Cetera, LLC.

In the last year, NGM has achieved the following major milestones.

April 2013: MyGovWatch.com topped $50 billion in government and student loan contracting opportunities tracked and monitored through the website.

May 2013: NGM broadened its focus with the hire of a new Director of Technology.

November 2013: Clients using NGM’s SOLARIS proposal writing program have exceeded $100 million in fees resulting from RFP wins authored by NGM.

December 2013: Clients of Fed Cetera, a related entity, exceeded $25 million in fees they have billed as subcontractors to Federal Private Collection Agencies.

NGM was founded in December 2003 by Nick Bernardo in Philadelphia, PA. The company was incorporated in the State of New Jersey on October 1, 2007. It moved to its current location in Collingswood, New Jersey, in May 2010.  NGM clients are located throughout the English-speaking world, including the U.S., Canada, and the UK. In 2009 Nick Bernardo founded ARMing Heroes (www.armingheroes.org), a charity devoted to helping military veterans with financial problems and job opportunities. The nonprofit operates from the same location. NGM has been cited as a source in publications including Smart Money, The Wall Street Journal Magazine, The Philadelphia Business Journal, and a host of other industry-specific trade journals, on topics ranging from government contracting issues to various marketing topics.

“Time flies when you’re having fun, as they say,” said Nick Bernardo, continuing, “I hope our next decade in business allows me to work with as many energetic and hard-working people as the first.  I want to thank anyone who has ever given us the chance to serve their needs, and I look forward to working with you again in 2014.”

NGM is a full-service marketing agency operating primarily within the call center and credit and collection industries, with core competencies in sales and marketing planning, communications consulting, technology solutions, public relations, RFP/RFI response, government contracting consulting, web design, and email marketing.

NGM Celebrates 10-Year Anniversary by Offering 10 Free Leads to New Clients in 2014
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Accounts Receivable Management