Archives for September 2016

LocateSmarter to Speak at Midwest Compliance Symposium about Using Call Disposition Data to Mitigate Risk and Improve Performance


CEDAR FALLS, Iowa – Chance Hoskinson, Product Manager of Batch Services at LocateSmarter, will speak at the Midwest Compliance Symposium on Wednesday, September 28 at 8:45am. The event will focus on compliance-related topics surrounding the accounts receivable industry.

During Hoskinson’s session, “Using Disposition Data to Close the Loop,” he will share three examples of collection agencies using call disposition data to reduce wrong numbers, mitigate risk and improve recovery rates through phone behavior analytics.

Hoskinson commented, “The CFPB’s proposals will impact the accounts receivable industry drastically. Businesses will have to get very strategic with their disposition data analysis and use the results to mitigate risk and maximize communication attempts. They will need to know the optimal time of day to dial their numbers and which data providers are returning the best quality data. We can no longer rely on assumption-based models; we need hard facts and analytics.”

LocateSmarter provides its clients with batch and manual skip tracing products as well as analytics professional services. For more information on LocateSmarter’s speaker or their products, please visit www.locatesmarter.com.

The symposium will be held at Ameristar St Charles located near Saint Louis, September 26-28. To view the full conference agenda, visit http://www.cvent.com/events/2016-midwest-compliance-symposium/.

About LocateSmarter®

LocateSmarter, LLC, a subsidiary of CBE Companies, was formed in 2012 with a mission to deliver next generation, cloud-based skip trace solutions for accounts receivable management and collection purposes. The company offers batch skip tracing products, a manual search platform, and analytics professional services.

LocateSmarter has been recognized as an Employer of Choice and received the 2016 Top Collection Product Award. These awards can be attributed to LocateSmarter’s key values:

  • Data Quality – Increasing regulatory compliance and operational efficiency by focusing on accuracy and customization
  • Data Transparency/Analytics – Providing measurable data so businesses can make educated decisions about their skip tracing strategies
  • Agility – Ensuring that businesses are able to quickly adapt and customize their products/processes in order to comply with government regulations and client requirements
  • Efficient Vendor Management – Simplifying vendor management with a full suite of innovative data and compliance solutions, centralized billing, dedicated support and more

For more information on LocateSmarter and its products, please visit www.locatesmarter.com or call 888-254-5501.

 

LocateSmarter to Speak at Midwest Compliance Symposium about Using Call Disposition Data to Mitigate Risk and Improve Performance
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Accounts Receivable Management

3rd Cir. Holds No TCPA Coverage Under Business Owners Insurance Policy


This article was originally published on the Maurice Wutscher blog and is republished here with permission.

The U.S. Court of Appeals for the Third Circuit recently held that a business-owners insurance policy did not cover a class action judgment that arose out of unsolicited advertisement communications in violation of the federal Telephone Consumer Protection Act.

A copy of the opinion in Auto-Owners Insurance Company v. Stevens & Ricci Inc. is available here.

A business was solicited by an advertiser who claimed to have a fax advertising program that complied with the TCPA, 47 U.S.C. § 227. The business allowed the advertiser to fax thousands of advertisements to potential customers on its behalf.

Six years later, a class action lawsuit was filed against the business, claiming that the advertisements violated the TCPA, which prohibits the “use [of] any telephone facsimile machine, computer, or other device to send, to a telephone facsimile machine, an unsolicited advertisement …”

In the class action, the class representative asserted that it had neither invited nor given the business permission to send the faxes, and that the unsolicited faxes had damaged the recipients by causing them to waste paper and toner in the printing process, lose the use of their fax machines when the advertisements were being received, and the faxes had also interrupted the class members’ “privacy interest.”

During the time that the unsolicited faxes were sent to the class members, the business was covered by a business owners insurance policy. The policy obligated the insurer to “pay those sums that the insured becomes legally obligated to pay as damages because of ‘bodily injury’, ‘property damage’, ‘personal injury’ or ‘advertising injury’ to which this insurance applies.”

The insurer agreed to defend the business in the class action, but reserved its right to later challenge whether the sending of unsolicited faxes fell within the terms of the insurance policy’s coverage.

One year later, the class action settled and the parties agreed to entry of judgment in favor of the class against the business for $2 million. The class also agreed to seek recovery of the judgment only from the insurer. The trial court entered an order and final judgment approving the settlement and entering the judgment against the business. In its order, the trial court specifically found that the business “did not willfully or knowingly violate the TCPA.”

By that time, the insurer had already filed a declaratory judgment action against the business to clarify its obligations under the policy and seeking a declaration that the policy did not provide coverage for the claims in the class action and that the insurer did not owe the business any duty to defend or indemnify.

The insurer and the class representative each moved for summary judgment in the declaratory judgment action, and the trial court concluded that the sending of unsolicited faxes to the class members did not cause the sort of injury that fell within the policy’s definition of either “property damage” or “advertising injury.” The trial court granted the insurer’s motion for summary judgment and denied the class representative’s cross-motion. The class representative appealed.

On appeal, the class representative first argued that the trial court did not have jurisdiction to hear the case. The insurer had brought its declaratory relief action under the Declaratory Judgment Act, 28 U.S.C. § 2201.

As you may recall, the DJA does not itself create an independent basis for federal jurisdiction, but instead provides a remedy for controversies otherwise properly within the court’s subject matter jurisdiction. Skelly Oil Co. v. Phillips Petroleum Co., 339 U.S. 667, 671-72 (1950). Declaratory judgment actions do not directly involve the award of monetary damages, but “it is well established that the amount in controversy [in such actions] is measured by the value of the object of the litigation.” Hunt v. Wash. State Apple Advert. Comm’n, 432 U.S. 333, 347 (1977).

In bringing its declaratory judgment action, the insurer had invoked diversity jurisdiction, which requires that the parties must be completely diverse, meaning that “no plaintiff can be a citizen of the same state as any of the defendants,” and that the “matter in controversy exceeds the sum or value of $75,000.” 28 U.S.C. § 1332.

Here, there was no dispute that the parties were completely diverse, because the insurer was based and incorporated in Michigan, while the business was based and incorporated in Arizona, and the class representative was based and incorporated in Pennsylvania.

However, although the business and the class representative were ultimately fighting over the insurer’s obligation to pay a $2 million judgment against the business, that judgment was based on the settlement of the underlying class action lawsuit in which the individual claims of each class member fell well below the $75,000 amount-in-controversy threshold.

In general, the distinct claims of separate plaintiffs cannot be aggregated when determining the amount in controversy. Werwinski v. Ford Motor Co., 286 F.3d 661, 666 (3d Cir. 2002).

The class representative argued that the insurer, by adding up the potential damages owed to each of the various class members, improperly aggregated those claims to cross the jurisdictional threshold. The class representative argued that this action was a multi-party dispute between the insurer and the multiplicity of class claimants.

The insurer disagreed, arguing that the case was only between it and its insured — the business. The insurer argued that in coverage litigation commenced by an insurer, the focus is on the amount the insurer will owe to its insured or the value of its coverage obligation.

Given those two competing positions, the Third Circuit had to decide whether the case was a dispute between the insurer and the many class members (which would give rise to aggregation problems) or a dispute between the insurer and its insured concerning its overall obligation to defend and indemnify under the policy.

The Court had never previously addressed this question, and therefore relied on the opinion of the U.S. Court of Appeals for the Seventh Circuit in Meridian Security Insurance Company v. Sadowski, 441 F.3d 536 (7th Cir. 2006). There, much like this case, an insurer sought a declaratory judgment against its insured to avoid any obligation to defend a class action alleging that the insured had sent unsolicited fax advertisements in violation of the TCPA.

In Sadowski, as in this case, the underlying class action was still pending at the time the declaratory judgment action was filed. In Sadowski, the Seventh Circuit concluded that the district court indeed had diversity jurisdiction, and rejected the very same argument that the class representative advanced in this case.

According to Sadowski, the “insurer [had] not aggregated multiple parties’ claims. From its perspective there was only one claim – by its insured, for the sum of defense and indemnity costs.” The Seventh Circuit thus held that “the anti-aggregation rule does not apply … just because the unitary controversy between these parties reflects the sum of many smaller controversies.”

The Third Circuit adopted the Sadowski reasoning. Viewing this case from the perspective of the insurer at the time of filing of the declaratory judgment complaint, the Court held that the insurer’s quarrel was with the business regarding its indemnity obligation under the policy. According to the Court, the only “amount in controversy” that the insurer was then concerned with was its total indemnity and defense obligation. Thus, the Court held that the insurer’s dispute was thus with its insured, not the class, and its overall liability was not legally certain to fall below the jurisdictional minimum.

Accordingly, the Third Circuit held that satisfaction of the amount-in-controversy requirement did not violate the anti-aggregation rule, and the trial court had diversity jurisdiction under 28 U.S.C. § 1332.

The ultimate question was whether the sending of the faxes fell under the policy’s definition of either “property damage” or “advertising injury,” as a matter of state law.

First, however, the Court of Appeal had to determine which state’s law to apply. Chamberlain v. Giampapa, 210 F.3d 154, 158 (3d Cir. 2000).

Because the policy did not contain a choice-of-law provision, the Court of Appeals had to apply the choice of law rules of the forum state to determine which state’s substantive law applied. Kruzits v. Okuma Mach. Tool, Inc., 40 F.3d 52, 55 (3d Cir. 1994). As in all applications of state law, the Court’s task was to predict how the state Supreme Court would rule if it were deciding the case. Norfolk S. Ry. Co. v. Basell USA Inc., 512 F.3d 86, 91-92 (3d Cir. 2008).

The insurer urged the Court of Appeal to apply Pennsylvania law, because Pennsylvania was the forum state for both the declaratory judgment case and the class action.

The class representative, however, argued that Arizona law should apply, emphasizing the many connections between the policy and that state – i.e., the business was based and incorporated there; the underwriting file on the policy indicates that the insurance quote was by an agency based in Arizona; the application for insurance was submitted to the insurer’s branch in Arizona and reviewed by an underwriter there; and the decision to insure the business was made entirely within the Mesa, Arizona branch. Essentially, the class representative argued that Arizona law should apply because that is where the insurance contract was formed.

Because the action was filed in the Eastern District of Pennsylvania, the Third Circuit applied Pennsylvania choice-of-law rules.

Before 1964, Pennsylvania courts applied the law of the place where the contract was formed (“lex loci contractus”). That stood in contrast to the rule in tort cases, which required application of the law of the place where the injury occurred (“lex loci delicti”). In Griffith v. United Air Lines, Inc., the Pennsylvania Supreme Court abandoned the “lex loci delicti” rule for torts “in favor of a more flexible rule which permits analysis of the policies and interests underlying the particular issue before the court.”

The Griffith court did not address whether its new flexible approach to choice-of-law questions would also apply to contract claims, thus also displacing the “lex loci contractus” rule. Nor had the Supreme Court of Pennsylvania ever addressed that issue.

The Third Circuit had, however, addressed this issue twice before. Almost 40 years ago, in Melville v. Am. Home Assurance Co., 584 F.2d 1306, 1312 (3d Cir. 1978), it predicted that Pennsylvania would extend its Griffith methodology to contract actions.

More recently, in Hammersmith v. TIG Insurance Co., 480 F.3d 220, 226-29 (3d Cir. 2007), the Third Circuit again concluded that Pennsylvania would apply Griffith’s flexible approach to choice-of-law questions in contract cases, noting that in Budtel Associates, LP v. Continental Casualty Company, the Pennsylvania Superior Court had concluded that the Commonwealth’s precedents mandated that it follow the Griffith rule in the contract law context.

The class representative argued that the previous “lex loci contractus” rule should control and that the Third Circuit should apply Arizona law. The Court rejected the class representative’s arguments, noting that the class representative cited no intervening Pennsylvania authority that called the Court’s prediction in Hammersmith into question. Accordingly, the Court applied Griffith’s flexible choice-of-law analysis.

Under the Griffith approach, “the first step in a choice of law analysis under Pennsylvania law is to determine whether a conflict exists between the laws of the competing states.” If there are no relevant differences between the laws of the two states, the court need not engage in further choice-of-law analysis, and may instead refer to the states’ laws interchangeably.

To determine whether a conflict existed, the Third Circuit had to decide whether Arizona and Pennsylvania law disagreed on the proper scope of the coverage applicable in this case.

The class representative argued that there were two significant conflicts between Arizona and Pennsylvania substantive law. First, it argued that a basic Pennsylvania principle of contract interpretation – that courts enforce unambiguous policy language – did not apply to the interpretation of insurance contracts under Arizona law. Instead, the class representative argued that Arizona courts interpret insurance contracts by looking to the reasonable expectations of the insured.

According to the class representative, in Arizona, even clear and unambiguous boilerplate language is ineffective if it contravenes the insured’s reasonable expectations.

The Third Circuit observed that the class representative was using the “reasonable expectation” test to conduct a 50-state legal survey and to argue that Arizona’s law must be whatever the prevailing legal theory was across the country since that prevailing law is inherently “reasonable.”

The class representative argued that in order for the insurer to show that its policy interpretation was consistent with a reasonable insured’s expectations, the insurer must demonstrate that the interpretation adopted explicitly or implicitly by courts nationwide is unreasonable.

The Third Circuit rejected the class representative’s argument. To begin with, the Court did not agree with the class representative that there was a conflict, noting that both states gave dispositive weight to clear and unambiguous insurance contract language. But, even if a conflict had existed, the court held that the class representative failed to explain how or why using the “reasonable expectation” test would result in a conflict in the applicable substantive law.

Therefore, the Court rejected the class representative’s argument, noting that the argument misstated the nature of the Court’s inquiry. When sitting in diversity and conducting a choice-of-law analysis pursuant to Pennsylvania conflict principles, the Court’s job is only to evaluate any conflict between the laws of Arizona and Pennsylvania.

The class representative, however, had failed to argue that those two states’ laws were different in any way that actually changed the meaning of either of the relevant terms of the policy: “property damage” or “advertising injury.”

The Court noted that the class representative’s argument was thus not only wrong on the law (the states’ laws did not conflict in how they interpreted insurance contracts), but was also irrelevant because it failed to connect the purported conflict to the applicable law.

The class representative’s second alleged conflict was more tenable and related to the differing interpretations of Arizona and Pennsylvania courts as to the meaning of “property damage.”

The policy required that any covered “property damage” be caused by an “occurrence,” which is defined as an “accident.” The policy did not define the term “accident,” although it did exclude from coverage any property damage “expected or intended from the standpoint of the insured.”

The class representative argued that the two states define an “accident” differently. It argued that the two states’ laws conflicted over whether an insurance policy that covers “accidents” would extend to the “unintended consequences of intentional acts,” in this instance, damage to a fax recipient from an intentionally sent fax.

The class representative argued that Pennsylvania law would result in such damages being excluded from coverage, whereas Arizona law would cover its claim as an “accident.”

Once again, the Court rejected the class representative’s argument, noting that under both Pennsylvania and Arizona law the claim would be excluded from coverage.

The Court relied on the Supreme Court of Pennsylvania case of Donegal Mutual Insurance Co. v. Baumhammers, 938 A.2d 286, 292 (Pa. 2007), where the Supreme Court of Pennsylvania said that when “accident” is undefined in an insurance policy, Pennsylvania courts should treat the term as “refer[ing] to an unexpected and undesirable event occurring unintentionally ….”

Baumhammers stood for the premise that even intentional acts of third parties could still be a covered “accident.” Baumhammers involved a killing spree perpetrated by the son of the insured. The estates of several of the victims sued both the son and his parents, alleging, among other claims, negligence on the part of the parents “in failing to take possession of [his] gun and/or alert law enforcement authorities or mental health care providers about [their son’s] dangerous propensities.” The parents sought coverage under their insurance, which covered claims for bodily injury caused by an “accident.”

The Supreme Court of Pennsylvania held that, with respect to the insured parents, the shootings qualified as an “accident” under the policy, because “[t]he extraordinary shooting spree embarked upon by [the son] resulting in injuries to [the victims] cannot be said to be the natural and expected result of [his parent’s] alleged acts of negligence.” Thus, the injuries were caused by an event so unexpected, undersigned, and fortuitous as to qualify as accidental within the terms of the policy.

Here, by contrast, the Third Circuit noted that the class representative’s claimed injury was the use of ink, toner, and time that was caused by the receipt of junk faxes, which were the natural and expected result of the intentional sending of faxes, a far cry from Pennsylvania’s definition of an “accident.”

Although it did not intend injury, the business clearly intended for the third-party advertiser to send the fax advertisements to the members of the class. The Court, concluding that Pennsylvania courts would reject coverage of the claim, observed that any sender of a fax knows that its recipient will need to consume paper and toner and will temporarily lose the use of its fax line.

The Court rejected the class representative’s argument that Arizona law would cover its claim as an “accident,” noting that Arizona law defines an “accident” much the same as Pennsylvania law, relying on Lennar Corp. v. Auto-Owners Ins. Co., 151 P.3d 538, 547 (Ariz. Ct. App. 2007), and Lennar Corp. v. Auto-Owners Ins. Co., 151 P.3d 538, 547 (Ariz. Ct. App. 2007).

Thus, the Court concluded that there was no conflict between Pennsylvania and Arizona law on the question of whether the damage to the class members was covered under the policy’s definition of “property damage,” holding that under either state’s law, there is no coverage because the alleged injury was not the result of an “accident.” It was the foreseeable result of the intentional sending of faxes to the class recipients.

Finally, the class representative argued that coverage was available because the damage to class members from receipt of the junk faxes qualified as “advertising injury” under the policy. Because the class representative did not contend that the Arizona definition of “advertising injury” differed from Pennsylvania, the Court looked solely to Pennsylvania law to answer that question.

The Court again rejected the class representative’s argument, concluding that the claimed injury fell outside of the scope of the policy’s coverage.

The policy defined “advertising injury” as, among other things: “Oral or written publication of material that violates a person’s right of privacy.” Although the policy did not define the term “privacy,” numerous state and federal courts have considered whether violations of the TCPA are covered by insurance policies that include similar or identical language to that at issue.

The Third Circuit relied on the Pennsylvania Superior Court case of Telecommunications Network Design v. Brethren Mutual Insurance Co., which divided “right of privacy” into two broad categories: the privacy interest in secrecy and the privacy interest in seclusion. Secrecy-based privacy rights protect private information, while seclusion-based privacy rights protect the right to be left alone.

Citing Melrose Hotel Co. v. St. Paul Fire & Marine Ins. Co., 432 F. Supp. 2d 488, 502 (E.D. Pa. 2006),aff’d, 503 F.3d 339 (3d Cir. 2007), the Court noted that the TCPA protects only the privacy interest in seclusion by shielding people from unsolicited messages. The content of the messages is immaterial under the TCPA.

Observing that an unsolicited fax intrudes upon the right to be free from nuisance, the Third Circuit held that the purpose of the TCPA is consistent with the type of injury that the class representative alleged in its complaint.

The Court found, however, that the policy’s protection of the “right of privacy” was limited to a privacy interest the infringement of which depends upon the content of the advertisements: in other words, the privacy right to secrecy.

The Court relied on the Pennsylvania Superior Court case of Telecommunications Network Design v. Brethren – a case involving the exact same questions: identical policy language; identical underlying TCPA violation, and identical claimed damages for that violation – in which the state court ruled that the policy did not cover that injury, because the class representative’s allegations in the class action did not relate to the content of the faxed advertisements. According to the state court in Brethren, the faxes caused the alleged damage because they were received without permission, not because of their content. At no point did the class representative allege that the unsolicited faxes included confidential or otherwise secret information about any of the class members.

Thus, the Third Circuit found that the class representative’s claims were not covered under the policy, and affirmed the judgment of the District Court.

3rd Cir. Holds No TCPA Coverage Under Business Owners Insurance Policy
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Accounts Receivable Management

RMP and Wheeler Mission Ministries – Working Together to Make the World a Better Place


wheeler-3INDIANAPOLIS, Ind. – IMC Credit Services (IMC), an Indianapolis-based accounts receivable and collection service under the Receivables Management Partners (RMP) brand of companies, is holding up RMP’s vision to make the world a better place through their work with a local social services organization, Wheeler Mission Ministries.

Wheeler Mission Ministries is a non-denominational Christian social services organization that provides critically needed goods and services to the homeless, poor, and needy of central Indiana. Founded in 1893, Wheeler has nine locations, dozens of ministries and is the oldest, largest, and most diverse continuously operating ministry of its kind in the state. Their mission is to provide Christ-centered programs and services to the homeless and those in need. The organization provides emergency services and residential programs to men, women, and children, including short and long term shelter, nutritious meals, medical services, and addiction support.

The IMC Charity Committee, Taking it to the Streets, has been organizing volunteer projects in coordination with Wheeler Mission for nearly three years. IMC employees volunteer on a monthly, and sometimes bimonthly, basis serving dinner to hundreds of less-fortunate men from the Indianapolis area. IMC also regularly donates cash and supplies collected in the office. “Seeing so many in need makes me feel so fortunate for what I have been given and inspires me to help others,” said Nikki Hudgens, one of the Taking it to the Streets chairpersons.

“IMC Credit Services has been a great partner for Wheeler Mission,” said Brian Crispin, Director of Marketing for Wheeler Mission Ministries. “In 2016 IMC was a sponsor of our 100 Holes for the Homeless golf fundraiser, and they frequently bring in volunteer groups to help us to serve the hundreds of homeless men, women, and children coming through our doors seeking shelter. Wheeler is extremely grateful for IMC’s support.”

The mission at RMP is to provide the highest quality accounts receivables management services through an industry best standard of professionalism while preserving the dignity and integrity of all members of the community. The company’s vision is to do the right thing, 100 percent of the time, not only for employees and clients, but also for the members of the communities in which they live and work. IMC’s work with Wheeler Mission is just one example of how RMP employees are working every day to make the world a better place.

IMC is dedicated to maintaining its relationship with Wheeler Mission Ministries, and provides each new employee with the opportunity to serve their community at one of their monthly events. One of IMC’s newest team members, CuRonda Shelby, had this to say of her first experience: “I now see how it makes people feel to be able to go somewhere and get a meal. I was touched. I will be volunteering more often and I feel that I was able to make someone happy. That makes me feel grateful for the experience.”

Wheeler Mission Ministries is always looking for more support from the community. You can lend a hand to those in need in Indianapolis by donating money and supplies, or volunteering your time. For more ways you can get involved, visit http://wheelermission.org/.

About RMP

Receivables Management Partners (RMP) is a financial services firm that enables leading healthcare providers to focus on patients instead of payments. Known for its innovative culture and compassionate approach to collections, RMP has grown to over 520 people in nine offices across the U.S. The company proudly serves over 200 hospitals and roughly 30,000 physicians nationwide.

For more information, please visit ReceiveMoreRMP.com

Contacts

 

Karla Wittgren, Marketing Operations Manager

765-744-8456

karla.wittgren@ReceiveMoreRMP.com

 

Ali Bechtel, Digital Marketing Manager

610-916-7247

ali.bechtel@ReceiveMoreRMP.com

 

Alissa Boardman, Charity Committee Facilitator

317-849-6933 x.3188

aboardman@imccreditservices.com

 

RMP and Wheeler Mission Ministries – Working Together to Make the World a Better Place
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Accounts Receivable Management

New NACHA Limits Drive ACH Return Payments off a Cliff (Sponsored)


Archery is an exact sport. Competitors must hit a 122-centimeter (4-foot) target from a distance of 70 meters or 230 feet. That’s the distance of one and half Olympic size swimming pools or hitting the field goal posts from the 20-yard line on your opponent’s side of the football field. Hitting the bulls-eye is even more challenging at only 12.2 centimeters or 4.8 inches, from that same distance. Debt Collection Agencies face similar challenges. They must find customers, get them to agree to payments, and then collect on those payments over time. All from customers who traditionally don’t pay their bills.

New NACHA ACH Return Payments Changes

Now, as of August 26, 2016, NACHA announced that, as of August 26 they are cutting the 4.8-inch bullseye in half. Instead of allowing for a 1% return in unauthorized debits, the number will be cut to 0.5 % of all transactions. They have also reduced the acceptable occurrences of returned administrative debits due to closed or invalid accounts to 3%, and overall debit returns to 15%.

The goal of NACHA’s changes is to improve ACH networks, but in the effort, they are driving the debt collection industry toward remotely created checks (RCCs) to bypass the new, tighter standards, due to fewer tracking restrictions for remotely cleared payments. When almost 100% of your clients struggle to hit the target at all, shrinking the size of the bulls-eye, hurts everyone involved. Consumers with late payments have money going out of their accounts faster than they are earning. Naturally creating a higher percentage of returned payments. Tighter scrutiny with regard to returns will make it harder for consumers to make payments and much harder for the collection industry to remain compliant.

When the FTC banned RCCs in the Telemarketing industry last fall it opened the door for a broader sweep of regulation potentially eliminating this payment arm in debt collections, just as agencies have an increased need for more RCC transactions, due to changes in NACHA regulations.

Collection agencies are facing a double-edged sword with tighter scrutiny in payment methods and new regulations reducing the acceptable ratio regarding the occurrence of returns, which are very common among this client class. It is like punishing an archery supply company for carrying arrows. If your clients could easily pay their bills, they would not be clients. Regulators have lost sight of the important role debt servicing companies play in the lending industry. When financial institutions are unable to collect payments, they stop lending to that class of consumer due to the profitability profile.

PDCflow can help you hit the compliance bulls-eye with our suite of products designed to drive inbound payments and keep you compliant all in one easy work flow. Download our ACH Authorization Requirement Guideline HERE or Contact PDCflow today to learn more. 877-732-4814

New NACHA Limits Drive ACH Return Payments off a Cliff (Sponsored)
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Accounts Receivable Management

ACI Completes Buildout of Corporate Offices, Adds Capacity to Support Growth


ACI’s redesigned office space supports current and future growth for collections, customer service, quality assurance and client servicing departments.

AMHERST, N.Y. — American Coradius International LLC (www.acillc.us), a leader in 1st and 3rd party debt collection services, has announced that they have completed a total redesign and build out in their corporate offices in Amherst, NY.  ACI partnered with Buffalo based   Millington Lockwood Business Interiors to build out 200 work stations; increasing operating capacity by 15%. The build out increased capacity for all areas of operations including collections, client services and quality assurance.

“ACI’s redesigned office space will allow us to increase our servicing capabilities in key areas that align with our current and future growth plans.  The new space will allow us to expand our core teams to support the ongoing growth that we are experiencing; while giving us dedicated areas to host team meetings and client audit staff.” said Robert Duggan, VP and Chief Operating Officer for ACI. “Our team is excited about the growth; and this move represents a continued commitment to build on the successes of our team. We are very proud of our updated office space and hope our clients and employees will share in our excitement.”

About American Coradius International LLC

Founded in 1989, American Coradius International is an Amherst, NY based leader in 1st and 3rd party account receivable management and customer service. ACI services a number of the country’s largest national and regional banks, auto lenders and finance companies. ACI has operations at its corporate offices in Amherst, NY and a satellite office in Hamburg, NY.

About Millington Lockwood

Founded in 1884, Millington Lockwood has the distinction of being one of Buffalo’s oldest companies.  Millington Lockwood is a distributor of commercial furnishings and architectural products for business, education, healthcare, and government markets.  In addition, they provide a menu of facility support services that include interior design, space planning, project management, delivery & installation, pre-owned furniture, and much more.

ACI Completes Buildout of Corporate Offices, Adds Capacity to Support Growth
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Accounts Receivable Management

House Committee Approves Dodd-Frank Replacement Bill


This article previously appeared on Ballard Spahr’s CFPB Monitor and is re-published here with permission.

Barbara Mishkin

Barbara Mishkin

By a vote of 30-26 last week, the House Financial Services Committee approved the “The Financial CHOICE Act of 2016 (H.R. 5983), the bill released in July 2016 by Committee Chairman Jeb Hensarling to replace the Dodd-Frank Act.  All Democrats on the Committee voted against the bill as did one Republican member.  No amendments were offered by Democratic members.

The sections of the bill dealing with the CFPB are found in Title III, entitled “Empowering Americans to Achieve Financial Independence.”  Subtitles A and B entitled, respectively, “Separation of Powers and Liberty Enhancements” and “Administrative Enhancements,” contain provisions that would change the CFPB’s structure, funding, and operation. For example, such provisions would change the CFPB’s name to the “Consumer Financial Opportunity Commission,” replace the current single director with a bipartisan, five-member commission, fund the commission through the appropriations process, require the commission to verify consumer complaint information before making it publicly available, and require the commission to establish a procedure for issuing written advisory opinions.

Subtitle C, entitled “Policy Enhancements,” contains provisions directed at the CFPB’s regulatory authority.  For example, such provisions would repeal the CFPB’s authority to prohibit consumer financial services or products it deems “abusive” and to prohibit the use of arbitration agreements, repeal the CFPB’s indirect auto lending guidance and require use of the notice and comment process for any new proposed guidance, and authorize the commission to grant a 5-year waiver from a payday lending rule to any state or federally-recognized Indian tribe that requests such a waiver.

While the bill is not expected to be passed by Congress this year, depending on the outcome of the Presidential election, it could serve as a roadmap for future legislative change.

House Committee Approves Dodd-Frank Replacement Bill
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Accounts Receivable Management

California Amends Requirements for Debt Collectors Responding to Consumer Claims of Identity Theft


The State of California legislature has amended its requirements for debt collectors who receive consumer claims of identity theft.

The law, labeled the Identity Theft Resolution Act, was signed by the Governor on September 16, 2016. The law becomes effective on Jan. 1, 2017. A complete copy of the final text of the bill can be seen here.

Current Law

Current law requires a debt collector to cease collection of a debt upon receipt of a police report filed by a consumer and a written statement alleging identity theft regarding the debt at issue. However, the current law had no time frame for when a debt collector must investigate a consumer’s claim of ID theft, or when it was required to notify the claim of identity theft to the creditor associated with the account or any Consumer Credit Reporting Agency (CCRA) to which the debt has been reported.

Newly Amended Law

Under the newly amended law, a specific time frame for reviewing claims of identity theft has been specified. Once the debt collector receives the aforementioned police report, written statement, and other information required under the law, it will have 10 business days to start an investigation of the dispute.

The amended law also requires specific affirmative action by the debt collector if the debt collector had previously furnished information about the debt to a CCRA. In that event the debt collector must also notify the CCRA of the dispute within 10 days.

After concluding its review, the debt collector must send the results of its investigation to the consumer within 10 business days. There is no specific time frame for how quickly the debt collector must complete its review.

Per the new law:

“The debt collector may recommence debt collection activities only upon making a good faith determination that the information does not establish that the debtor is not responsible for the specific debt in question. The debt collector’s determination shall be made in a manner consistent with the provisions of subsection (1) of Section 1692 of Title 15 of the United States Code, as incorporated by Section 1788.17 of this code. The debt collector shall notify the debtor in writing of that determination and the basis for that determination before proceeding with any further collection activities. The debt collector’s determination shall be based on all of the information provided by the debtor and other information available to the debt collector in its file or from the creditor.”

insideARM Perspective

insideARM recommends that all ARM companies immediately modify existing policies and procedures in their Compliance Management Systems to reflect the new law in California. Though the law does not become effective until January 1, 2017, it makes sense to implement the change immediately.

Though the section above on recommencing debt collection activities (which includes a double negative) would make my 8th grade English teacher cringe, the intent seems clear – you may only recommence collection activities if the information provided does not confirm the consumer’s claim of identity theft.

California Amends Requirements for Debt Collectors Responding to Consumer Claims of Identity Theft
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NACS Employees Work to Stop Soldier Suicide


CHATTANOOGA, Tenn. – North American Credit Services is working to Stop Soldier Suicide, as part of a national campaign. “Sometimes our service men and women come home wounded inside and out,” said CEO Dallas Bunton. “Possibly while in other countries America’s heroes have lost wives, families and their sense of being a part of life. Too many times these brave service members become drained of the will to live and turn to suicide.”

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The employees and executive management at NACS and Medical Services in Chattanooga supported the mission of the Stop Soldier Suicide (SSS) Foundation, in empowering veterans for life, with multiple fund-raising activities last week. NACS owners Dallas S. Bunton, Sr. and Beverly J. Bunton committed to match dollar-for- dollar, plus a company donation of $3,000 over and above what was raised for a grand 2016 total of $5,800.

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According to a 2012 Department of Veterans Affairs report, it’s estimated that 22 soldiers take their lives each day. There are nearly 23 million Veterans of war in the U.S. and 1.5 million active duty military men and women. Also reported in 2014 by the Center for Public Integrity, the suicide rate for Veterans far exceeds that of the civilian population. Additionally, the Stop Soldier Suicide Foundation estimates that over 400,000 Veterans suffer from Post-Traumatic Stress (PTS) along with 40% from Traumatic Brain Injury (TBI), both being reported as leading indicators of military suicide. “For way to long these heroes that have served our country and kept us safe, have often lost everything for themselves in the process,” states Mr. Bunton, a Veteran having served in Korea during the Pueblo Crisis with the 7th Infantry Division on the DMZ.

Wounded warrior Andrew Smith was a special guest along with his father Todd at Friday’s benefit luncheon, held in NACS employee pavilion as shown in photo with Dallas S. Bunton, Sr. Both Sgt. Smith and Mr. Bunton were able to share their personal testimonials in support of the cause, thanks to the local NBC-TV affiliate. You can see the video here: www.wrcbtv.com/story/33115386/chattanoogas-nacs-employees-work-to-stop-soldier-suicide

All campaign donations will directly benefit the Stop Solider Suicide Foundation, www.stopsoldiersuicide.org/.

NACS Employees Work to Stop Soldier Suicide
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TopLine Employees and Members Donate Nearly 1,100 School Supply Items


MAPLE GROVE, Minn., Sept. 21, 2016 (GLOBE NEWSWIRE) — During the months of July and  August, the Community Emergency Assistance Programs (CEAP) and Keystone Community Services benefited by receiving donations from TopLine Federal Credit Union’s 13th Annual Back-to-School Supply Drive. TopLine employees and members donated over 1,100 items and nearly $1,000 to help students start the school year.

CEAP distributed school supplies to over 800 children in grades K-8 in northwestern Hennepin and all of Anoka counties. Keystone Community Services collected and distributed brand-new backpacks filled with school supplies to more than 415 youth in the St. Paul area.  The supplies in greatest need were backpacks, notebooks, pocket folders, pencils, pens, crayons, pencil boxes, glue, markers, watercolors, rulers and scissors.

TopLine employees were recognized for their charitable back-to-school donations by being able to wear jeans to work on specific days during the four-week program.

“TopLine’s school supply drive is an example of the generosity shown by our employees and members each year by helping families in need send their kids back to school with the much needed supplies for a successful year,” says Tom Smith, TopLine President and CEO. “Our donations benefit our local non-profit partner organizations CEAP and Keystone.”

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Since 2002, TopLine Federal Credit Union employees and members have been involved in several programs each year to benefit CEAP and Keystone, including drives for food and household supplies, children’s back-to-school supplies, adult and children’s clothing, helping with holiday donations to families in need, volunteering to assist elderly individuals with yard work and involvement with Meals on Wheels.

CEAP (Community Emergency Assistance Program), serving Hennepin and Anoka Counties, is a community-based, non-profit agency that partners with other resources to assist people in need.  The mission of CEAP is to stabilize individuals and families in financial distress and to maximize their ability to live independently and with dignity.  Learn more at www.ceap.org.

Keystone Community Services, named for the strong connecting stone at the center of an arch, is a nonprofit organization that provides high-quality human services and programs in the community and in neighborhood gathering places to support and strengthen individuals, families and communities.  Keystone serves more than 25,000 people at seven community locations with the help of more than 2,000 dedicated volunteers.  Learn more at www.keystoneservices.org.

TopLine Federal Credit Union, a Twin Cities-based credit union, is Minnesota’s 13th largest, with assets of more than $385 million.  Established in 1935, the not-for-profit cooperative offers a complete line of financial services, as well as auto and home insurance, from its five branch locations — in Bloomington, Brooklyn Park, Maple Grove, Plymouth and in St. Paul’s Como Park — as well as by phone, mobile app and online at www.TopLinecu.com.  Membership is available to anyone who lives, works, worships, attends school or volunteers in Anoka, Carver, Dakota, Hennepin, Ramsey, Scott or Washington Counties and their immediate family members.

TopLine Employees and Members Donate Nearly 1,100 School Supply Items
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Senate and Congressional Hearings – Lots of Noise, but What Impact?


Senate and Congressional hearings provide great headlines and terrific soundbites for media coverage. However, often the hearings have little actual impact. Today, insideARM discusses two examples of upcoming hearings.

Well Fargo CEO to Testify Before the Senate Banking Committee

Today Wells Fargo & Co. CEO John Stumpf appears before the Senate Banking Committee to testify about the bank’s $185 million settlement with the Consumer Financial Protection Bureau (CFPB), the Los Angeles City Attorney, and the Office of the Comptroller of the Currency (OCC) for creating accounts for unwitting customers. The CFPB alleged that the activity was caused by Wells Fargo employees secretly opening unauthorized accounts to hit sales targets and receive bonuses. See the insideARM September 9, 2016 story on the settlement.

The settlement has received significant press coverage over the past 11 days including this article published online by Fortune on September 12, 2016. The article indicates that a Wells Fargo senior executive (Carrie Tolstedt) who was in charge of the unit where Wells Fargo employees opened more than 2 million largely unauthorized customer accounts, will leave the bank with an enormous pay day—$124.6 million. Per the article:

“When Tolstedt leaves Wells Fargo later this year, on top of the $1.7 million in salary she has received over the past few years, she will be walking away with $124.6 million in stock, options, and restricted Wells Fargo shares. Some of that hasn’t vested yet.”

You can be certain that members of the Banking Committee will grill Mr. Stumpf on that payout and on bonuses paid to other employees based upon the conduct that led to the settlement. Senators will be clamoring for a “clawback” of those bonuses.

For additional insight on this hearing please see this article, detailing a former regulator’s thoughts on the hearing and its import.

House Subcommittee to Hold Hearing to Discuss TCPA

The U.S. House of Representatives Energy and Commerce Committee’s Subcommittee on Communications and Technology will discuss the Telephone Consumer Protection Act during a hearing at 11 a.m. (EST) on Thursday, Sept. 22. The hearing is entitled: “Modernizing the Telephone Consumer Protection Act.”

Per the Press Release announcing the hearing:

“The subcommittee will examine the impact the Telephone Consumer Protection Act (TCPA) has had on consumers and the legitimate businesses that are trying to contact them. Technology has changed dramatically in the years since its enactment in 1991 and so has the technology for making unwanted calls. As a result, the TCPA is both failing to keep consumers from receiving unwanted robocalls and making it more difficult to legitimately contact people for reasons of health, safety, employment, and education.

“As technology evolves, so too should our laws. The TCPA should be ensuring Americans receive the calls they want without being harassed by calls they don’t. Instead, it’s a prime example of an outdated law that lags behind modern communications technology and consumer preferences,” said Chairman Greg Walden (R-OR). “Next week, we will focus on the impact the law is having on folks and examine ways in which we can modernize this law for 21st century.”

The Majority Memorandum, a witness list, and witness testimony will be available here as they are posted.”

While the ARM industry would love to see the TCPA modernized it is unlikely that any such legislation could pass both the House and Senate in the immediate future. Consumer groups and the FCC have made the term “Robocalls” radioactive. Calls by debt collectors have been lumped into the broader group of “Robocalls”. Consumer rights groups and Trial Lawyers have banded together and will fight to preserve the lucrative consumer litigation under the TCPA. November election results could impact potential legislative activity, but as of this time, significant, pro-business change to the TCPA appears unlikely.

insideARM Perspective

insideARM will monitor both of these hearings and provide additional coverage as appropriate.  However, as we noted in our initial paragraph, these two hearings may have little practical impact to the ARM industry.

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