Reg F set some companies back on their heels, but not Firstsource. 

Since 2017, Firstsource has been operating using a customer-centric, digital-first collections methodology and they aren’t stopping any time soon. 

In this candid, ranging Q&A with iA Strategy & Tech, Firstsource President of Global Collections Arjun Mitra reflects on why outbound calling is no longer viable as the primary customer outreach strategy, how regulations like Reg F have given companies the green-light to modernize collections, and why increasing recoveries now depends on an optimized digital recovery / collections strategy and elevating the customer experience.

Q: How have you evaluated and prioritized your approach to innovation since the announcement and implementation of Regulation F?

A: Firstsource had already launched a digital platform and solution, which provides consumers with a more convenient and less intrusive way to take care of their debt by presenting options to self-serve on the website. This was ahead of the implementation of Reg F, which with the 7-in-7 and 7-in-1 call restrictions, really reduces the ability to reach consumers. Firstsource deploys an omnichannel approach to better engage consumers via website, email, phone, webchat, SMS. Regulation F has limited the ability to engage with consumers through SMS which is a common communication preference in today’s environment.

We’ve enhanced features on our website providing a more intuitive, comprehensive tool for consumers to have more autonomy and providing customized options tailored for their account. The focus is to move most engagements to digital, not only due to Reg F and state regulations limiting the ability to reach consumers, but technology has become more advanced and will continue to drive communications in the future. 

Q: What does your technology roadmap look like for the next 12-24 months? Why have you decided to go in that direction?  

A: Any technology innovation that we drive at Firstsource is laser focused on two key elements: improving recovery for our clients and elevating the customer experience. 

For our clients – we are working on providing in-app support. This includes simplifying onboarding, enabling custom branding, and integrating additional payment methods. We are also expanding compliant technology support to the UK market, helping companies in other geographies take advantage of digital collections.  

For end customers – we are working on elevating the user experience, from enabling in-email chat to providing one-click pay, so they can take control of their finances and enjoy a hassle-free experience. 

Customer expectations have undergone a dramatic shift over the past few years. Customers no longer answer their phones – 94% of unknown calls went unanswered in 2020.

Q: What is the number one feature your clients are asking for?

A: Without a question, it’s digital. Customer expectations have undergone a dramatic shift over the past few years. Customers no longer answer their phones – 94% of unknown calls went unanswered in 2020. They increasingly prefer to communicate and act through digital channels. At the same time, they expect to be treated with dignity and respect. Traditional collections models that rely on outbound calling are not only intrusive but also out of touch with this reality.  

Our clients understand that designing a sensitive multi-channel contact strategy that customizes communication and payment solutions to individual customers is key to success. Such a strategy requires integrated capabilities and seamless deployment across infrastructure and technologies, including automation, advanced analytics, AI and machine learning. When done right, a digital-first collections strategy offers a path to value creation – it increases returns manifold in terms of efficient and effective recovery and happier customers.  

Q: If a company can only invest in one area of consumer-facing technology, what should that area be? Why?  

A:Self-service through omnichannel outreach – this is where the demand is.  

Debt is a stressful and embarrassing issue for people at the best of times. Traditional collections models make this experience worse. Self-service allows customers to discreetly engage with lenders when and where convenient to them. What’s more, customers can design their own payment plans based on their changing financial situation. Flexible customer journeys and better customer experience translates to deeper customer engagement and better response rates, in turn improving recovery.  

The collections industry needs to embrace the changing behavior patterns and move away from the traditional modes of business. Self-serve platform offers a convenient, individualized and dynamic way to engage with customers and collect better.  

Q: Regulation F makes it clear that consumers are in the driver’s seat. Do you see any risks or limitations in following a process of innovation centered around listening to consumers?  

A: Absolutely not, regulations have been long overdue.

Consumers don’t always know they have options to resolve their debt. Limiting the frequency and methods in which to engage with a consumer affects the ability to find out the consumer’s situation and to create the best path for them individually. It also provides the consumer the ability to provide their communication preference or to explain their dispute or inform of a hardship. Otherwise, if contact is not made the consumer’s account may lead to legal action taken by the creditor which could have been avoided if discussions took place earlier.

Consumers may also encourage regulators to create unintentionally complex and difficult processes for all companies to comply with. For example, the Model B-1 initial demand letter. Smaller clients have not been able to extract the data needed to populate the required details for the initial demand letter. It seems like it should be easy but many have multiple in-house systems, some are very old and do not have the flexibility or technology needed to automatically extract the data. This is just one example.

Regulation F gives the green-light to digital collections organizations to modernize their outreach initiatives – enabling them to reach consumers through additional channels like email, phone, text messaging and social media – depending on what works best for the individual customer. This is a huge step towards innovative engagement.

Our focus on innovation is to provide solutions for customers in a setting that best suits them. In fact, we have always centered our product development innovation around driving compliant, empathetic collections – placing customers and their requirements at the core of our solutions. Our digital-first collections solution constantly listens to and responds to the evolving needs of customers. Our goal is to offer positive consumer experiences using digital technologies and tools, making it easier for customers to take control of their finances and fulfill their obligations.

Q: Describe one missed opportunity for innovation that you’ve faced. When did you know it was a missed opportunity, and how did you deal with it? 

A: Machine Learning holds a lot of promise. As consumer preferences evolve in today’s fast-paced world, Machine Learning can help drive flexibility and personalization in the debt collection process. It can turn it into a positive and painless experience – from recovery prioritization to strategy simulation to improved efficiency. We are still working on perfecting our innovation in this area to provide meaningful gains to our clients as well as their end customers. We are going back to the drawing board and redesigning our tools to make our offerings truly data-led with digital, analytics and ML embedded into it. While Machine Learning offers many benefits, we want to remain cognizant of the fact that the human element is still important in collections. Achieving the right balance between Machine Learning and the human touch is key. 

Q: What’s the most innovative decision your company has made? Tell the story behind it.

A: In 2017, we were breaking our heads over the traditional form of collections. We seemed to be constantly juggling multiple elements – editing strategies, competing in a tough, mature industry, struggling with talent attraction and retention, navigating compliance and regulations. I remember thinking, “there has to be a different way, a better way”.

We were fortuitous to be given an opportunity to build a disruptive white-label digital collections product from scratch. It got our creative juices in overdrive and the next 16 weeks were amongst the most memorable in our careers. We utilized a customer-centric and digital-first methodology, and were able to launch a non-invasive, fully automated, and intuitive collections product that we believed would define the future of our industry.

Every key metric from customer experience, negotiations, compliance, data reconciliation, and special circumstance management was mapped against process failures. This product allows us to do away with outbound calling altogether, which is a major milestone for the collections experience! 

Q: What current industry problems do you think will require the most innovative solutions?  

A: The number one area is: innovating how we engage with customers – from the way we reach out to them to the way we communicate with them.  

Conditions are ripe – both in terms of technology availability and customer preferences to transition to a digital-first, customer-driven engagement model in collections. To maximize outcomes, it’s important to ask ourselves if we are putting customers front and center. Are we meeting our customers when and where they want? Are we personalizing the engagement? Is the solution flexible enough to evolve in sync with changing customer needs? 

The second area of focus should be: improving digital engagement rates. When done right, we have seen digital-first collections improve engagement rates by 70% while reducing the cost to collect by 80%.

 

 

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iA Innovation Council is a collaborative working group of product, tech, strategy, and operations thought leaders at the forefront of analytics, communications, payments, and compliance technology. Group members meet in person (and lately, virtually) several times each year to engage in substantive dialogue and whiteboard sessions with the creative thinkers behind the latest innovations for the industry, the regulators who audit and establish guardrails for new technology, and educators, entrepreneurs and innovators from outside the industry who inspire different thinking.

MINNEAPOLIS,
Minn. — DCM Services, Inc. (“DCMS”), a
portfolio company of NMS Capital (“NMS”) announced today that Michael Rosenthal
has been appointed CEO, and former CEO, Tim Bauer, has been appointed to the
DCMS Board of Directors. These new appointments support the company’s vision
for continued excellence and growth.

Bauer commented on these appointments, “I joined DCMS
as CEO in 2017, and the last four and a half years have been the greatest
experience of my career. The Company’s culture of compliance while operating
with empathy, dignity, and respect in all interactions with consumers, is like
no other entity in the ARM space. The entire staff operates with a unified mission:
Inspired to Create Solutions. After 40 years in the industry, now is the right
time for me to retire and allow a new CEO to lead this great group to the next
phase of growth. NMS has been an excellent partner in supporting DCMS and my
transition from CEO to a member of the Board of Directors, and after an
extensive search for my replacement, we are thrilled for Mike to be joining the
Company.”

Noel Jeon, Managing Director at NMS added, “We are
extremely grateful for Tim’s leadership of DCMS to record performance, and
Tim’s transition to the Board of DCMS will ensure his experience and knowledge
of the business and industry will continue to benefit the Company in this next chapter.
We are equally excited for Mike to join DCMS as the next CEO. He brings over 25
years of experience in the consumer finance and BPO industries, and we believe
his experience and leadership will add tremendous value to DCMS. We look
forward to working with Mike in the years to come.”

Michael Rosenthal commented, “DCMS has a
long-standing history as the market leader in the ARM industry, specializing in
estate recoveries. The primary reason for the Company’s unparalleled reputation
in the industry is the culture they have built that deeply cares about every
consumer each employee interacts with. I am excited to be a part of DCMS and
remain committed to ensuring that our clients and consumers receive even better
service each new day.”

Mike joins DCMS from Alorica, where he was most recently
Senior Vice President of Alorica Financial Solutions and President of its SST
division. Prior to Alorica, Mike held leadership roles at Radius Global
Solutions, Veldos, TransUnion, and First North American National Bank.

About DCM Services:

Minneapolis-based DCM Services is the industry leader in
estate and specialty account resolution services, maximizing the value of
client portfolios across financial services, healthcare, auto, retail, telecom,
credit union, government, and utilities industries through innovation and
performance. Its recovery solutions offer a full range of services, from
proprietary web-based solutions to full outsourcing, maintaining an unmatched
spectrum of innovative solutions that increase recoveries, protect brand value,
and enhance survivor relationships – with respect and sensitivity. For more
information on all DCM Services’ offerings, please visit www.dcmservices.com.

About NMS Capital:

NMS Capital is a New York headquartered
private investment firm specializing in strategic equity investments and
leveraged buyouts of lower middle market companies. The firm was formed through
the spin-out of a group of portfolio companies from the Goldman Sachs Merchant
Banking Division. NMS focuses on companies headquartered in the U.S. poised to
benefit from sustainable growth trends with particular concentration on
companies in Business Services and Healthcare Services. For additional information on NMS, please visit the
firm’s website at www.nms-capital.com.

On April 12, 2022, in response to the lawsuit filed against it by the CFPB TransUnion issued a statement defending its actions and alleging the CFPB is the party that failed to act within the spirit of the previous consent order between the parties. In its statement, which can also be found here, TransUnion said:

“The claims made by the CFPB against TransUnion and John Danaher, a former executive, are meritless and in no way reflect the consumer-first approach we take to managing all our businesses. 

In January 2017, TransUnion entered into a consent order with the CFPB relating to how it markets TransUnion Credit Monitoring, a subscription product that offers consumers credit monitoring and identity theft protection services, as well as access to their credit scores. Shortly thereafter, as required by the consent order, TransUnion submitted to the CFPB for approval a plan detailing how it would comply with the order. The CFPB ignored the compliance plan, despite being obligated to respond and trigger deadlines for implementation. In the absence of any sort of guidance from the CFPB, TransUnion took affirmative actions to implement the consent order.

We have been in compliance with our obligations and we remain in compliance with the consent order today. Rather than providing any supervisory guidance on this matter and advising TransUnion of its concerns – like a responsible regulator would – the CFPB stayed silent and saved their claims for inclusion in a lawsuit, including naming a former executive in the complaint. Despite TransUnion’s months-long, good faith efforts to resolve this matter, CFPB’s current leadership refused to meet with us and were determined to litigate and seek headlines through press releases and tweets. The CFPB’s unrealistic and unworkable demands have left us with no alternative but to defend ourselves fully.

Over the last several years, and under the direction of new leadership, TransUnion has led the credit reporting industry in making significant changes aimed at benefitting consumers and increasing transparency in the credit reporting process.”

insideARM Perspective:

In addition to accusing TransUnion of “duping consumers”, within the last 60 days the CFPB has called medical debt a “doom loop”, accused auto lenders of holding personal items ransom, said a student loan servicer lied, and referred to credit bureaus as “a cartel“.  It’s hard to tell whether using this inflammatory and divisive rhetoric is merely an attempt to seek headlines or whether there’s some other purpose behind this shift away from civility. 

Suffice it to say, TransUnion’s statement paints a completely different picture than the one illustrated by the CFPB’s complaint. It seems TransUnion is ready to get into the ring with the CFPB and make its version of the facts known, and it will be interesting to see what surfaces as the fact-finding portion of this lawsuit commences. We will keep you posted with developments as they occur. 

ROCHESTER, N.Y. — Belvista Software President Christopher Ball is pleased to
announce the promotion of employee Jacob Liddle to Manager of Consulting
Services in what is anticipated to be the company’s first step in the expansion
of its consulting services. Liddle first joined the Belvista Software team in
December of 2021 as a business analyst. He brings with him more than seven
years of experience in the financial services and accounts receivables
industries.

Prior to his work at Belvista Software, Liddle spearheaded
multiple projects with a primary focus of automating workflow and reducing the
need for manual intervention in IT and operational processes. His projects have
included: automating vendor processes, digitization of consumer correspondence
workflow and the creation of tools to replace common ad hoc scripting tasks.

By thoroughly analyzing the end-to-end process, identifying
key deficiencies and developing a solution that addresses both the human and
technological elements, Liddle’s projects have resulted in hundreds of
thousands of dollars in corporate savings, and have enabled the reinvesting of
numerous full-time employees into revenue-generating roles. In his most recent
project, Liddle’s consulting expertise resulted in annual savings of $350,000
and the transition of 10 full-time employees into more value-added positions.

Liddle strives to bring a wholistic approach to technology
and the people it supports by developing tailored strategies that will work for
each individual company’s needs and processes, regardless of scope or size. His
new role is the first of several anticipated additions at Belvista Software as
the company seeks to expand the scope of its consulting services.

Together, Liddle and Ball bring their vast experience
working with a variety of systems of record to help companies streamline their
automation processes, optimize workflow and increase revenue. To learn more
about how Belvista Software can help, or for more information on available
services, interested parties are invited to visit www.belvistasoftware.com or to
reach out through the provided contact information.

About Belvista Software LLC

At Belvista Software, we know that you don’t have to be a
big company to make a big impact. That’s why our comprehensive approach to debt
collection software and IT consulting services provides affordable solutions that
fit every scale and business size. From software development, implementation
and conversion to daily workflow management, we specialize in delivering
industry-leading technology with a human touch. 

On March 18, the District Court for the Southern District of Texas entered an injunction against a credit repair organization, Turbo Solutions, Inc. d/b/a Alex Miller Credit Repair, and its owner Alex Miller for alleged violations of the FTC Act, Credit Repair Organizations Act (CROA), and the FTC’s Telemarketing Sales Rule (TSR). The complaint against Turbo Solutions and Miller alleged multiple violations, including making false promises regarding the company’s ability to improve consumer’s credit scores and unlawfully charging consumers upfront fees for these services.

On March 1, the U.S. Department of Justice, acting on behalf of the FTC, filed a complaint against Turbo Solutions and Miller, alleging that the company operated a deceptive credit repair scheme by claiming to help repair consumers’ credit, but failing to deliver on its promises. Specifically, the complaint alleged that the company’s advertisements and telemarketing practices made false representations about its ability to delete inaccurate and negative accounts from consumer’s credit reports, provide credit improvement results in 40 days, and boost consumer’s credit scores by 50-200 points in violation of the CROA and TSR. The complaint also alleged that the company filed or caused to be filed false identity theft reports through the FTC’s website. Finally, the complaint alleged that the company routinely collected advance fees of $1,500 in violation of the TSR’s prohibition on collecting payment for credit repair services prior to completion of the services, and the company failed to provide required disclosures to consumers regarding its services and cancellation policies.

In its order granting a permanent injunction, the District Court found that the United States had shown, and that the defendants had not contested, that the defendants had engaged in the alleged deceptive conduct. The court’s permanent injunction prohibits Turbo Solutions and Alex Miller from charging advanced fees, making certain promises and statements regarding their ability to improve consumers’ credit, filing identity theft reports on behalf of third parties, and failing to provide required disclosures in connection with credit repair services.

This case follows other enforcement measures taken by the FTC and CFPB against credit repair organizations that have allegedly made false representations regarding credit repair services. Prior articles covering some of these measures can be found here and here. Troutman Pepper will continue to monitor and report on these enforcement actions and other important issues related to the credit repair industry.

PHOENIX, Ariz. — Remitter USA Inc., an AI powered digital communications platform used to improve payment recovery, has appointed leading Accounts Receivables Management professional Holly Balchan to head its Business Integration initiatives.

Balchan joins the team from Mercantile Adjustment Bureau, which was acquired by Remitter in October 2021, where she headed business development and special projects. She started her career, which includes consulting & advisory services, in ARM directly from college, working for a then leading asset buyer, prior to joining a tier one collection agency heading up its business development.

“I’m excited to make the transition to the Remitter team at a very exciting time for the company, while continuing to work closely with the Mercantile Team. Remitter is a great cultural fit and shares my own philosophy and values when it comes to ensuring the highest standards of the holistic customer experience.  The US market is experiencing significant growth in digital collection strategies and I look forward to assisting Remitter in expanding its North America operations,” said Holly Balchan, EVP Business Integration, Remitter.

Remitter has ambitious plans for growth in the Americas with continued expansion in the USA, Canada, and South America both organically and via acquisition.

“Holly will be an extremely skilled and valuable member of the team as we continue our expansion throughout the US and internationally. She possesses a sound knowledge of the ARM business from the buyer, seller and third-party perspectives and has a strong and diverse network of industry contacts. Holly’s marketing and new market development experience makes her the perfect addition to Remitter’s executive team as we continue to grow the business exponentially” said Brett Luntz, CEO, Remitter.

Remitter is a white-label communications platform, uses AI to optimise customer engagement and enhance the recovery of accounts receivables.

The acquisition of Mercantile, a leader in receivables management services, has increased total headcount to over 200 and added well known premier clients to Remitter’s blue chip customer base.

About Remitter
Remitter is a white-label fintech communications platform which uses artificial intelligence to optimise customer engagement and enhance the recovery of accounts receivables.

SAN DIEGO, Calif. — National Loan Exchange, Inc. (“NLEX”), a division of Heritage Global Inc. (Nasdaq: HGBL) and a leading loan sale advisor of charged off and nonperforming asset portfolios, announced today that Ashley Arens-Yager has joined its team as Assistant Vice President – Sale Operations, where she will interface with the buyer network and support the internal growth initiatives.

For more than 16 years, Ms. Arens-Yager has been in the debt buying industry, where she has engaged in both debt acquisitions of tens of billions and bankruptcy servicing inventory. Most recently she was the New Business Development Officer at Jefferson Capital Systems which is one of the nation’s leading purchasers of secured and unsecured consumer bankruptcies and charged-off receivables. At Jefferson Capital Systems, Ms. Arens-Yager curated and maintained business relationships with clients generating approximately $200 million in portfolio acquisitions annually.

“We couldn’t be more thrilled that Ashley is joining NLEX,” said Chris Jenkins, Senior Vice President – Sale Operations for National Loan Exchange. “She is a seasoned executive equipped with tremendous knowledge and experience in the receivables space which will be a tremendous asset to our team. As NLEX continues to grow, Ashley will be an integral part of our best-in-class service.”

Ms. Arens-Yager has spent majority of her career in operations and business development roles, which have allowed her to gain extensive experience and knowledge to significantly benefit in the debt sale process from start to finish, including contract negotiations and management of the post-sale support process. 

About National Loan Exchange, Inc.

NLEX is a subsidiary of Heritage Global Inc. (NASDAQ: HGBL) and a leading loan sale advisor in the United States and Canada. Over the course of 25 years, NLEX has closed more than 5,000 sales representing over $150 Billion in transactions. Our leadership and sales teams have a combined history in excess of 150 years in the financial services industry. NLEX offerings include national, state, and regional portfolios on behalf of many of the world’s top financial institutions. 

About Heritage Global Inc.

Heritage Global Inc. (NASDAQ: HGBL) is an asset services company specializing in financial and industrial asset transactions. The company provides a full suite of services including market making, acquisitions, dispositions, valuations and secured lending. Heritage Global focuses on identifying, valuing, acquiring and monetizing underlying tangible and intangible assets across twenty-eight global sectors. The company acts as an adviser, as well as a principal, acquiring or brokering turnkey manufacturing facilities, surplus industrial machinery and equipment, industrial inventories, accounts receivable portfolios, intellectual property, and entire business enterprises.

More companies in collections / recovery should be using email as a key consumer communication channel. The reasons are clear. 50% of consumers prefer to receive communication from brands via email, plus email is a cost-effective way to contact consumers, whether it’s used in lieu of a letter or a phone call. So, why aren’t more companies in recovery / collections using email as a major contributor to their digital debt collection consumer contact strategy?

There are several common compliance myths related to debt collection email best practices holding the industry back. Here are three of them. Don’t let them dissuade you from using email more extensively to improve your digital debt collection strategy.

 

Myth #1: Creditors must send a handoff letter or email to consumers before a third-party collector can use the email address for collection emails.

Reg F outlines how to use email to reach out to consumers once the debt is passed to a third party debt collector, and it places a lot of the onus on the creditor.

Reg F does discuss creditors sending a hand-off letter or email to the consumer before passing the email address to a third party agency. However, the process outlined in Reg F is a safe harbor, not a mandate.

Based on a recent survey of Consumer Relations Consortium members, many creditors have elected not to take this extra step. That doesn’t necessarily preclude a collection agency from communicating with a consumer via email. Whether or not an agency elects to communicate via email without a handoff letter will depend on risk aversion. Operating outside of the procedure provided in Regulation F may present the risk of an (alleged) third-party disclosure; however there is nothing prohibiting agencies from using email without a handoff letter.

This concern only applies in the case of email addresses passed from creditor to agency. Agencies can also take steps to get consent from consumers themselves. That starts with soliciting consent and preference any time a consumer is interacting with your organization, whether that is on the phone or via your self-service portal.

Learn more about how creditors can mitigate compliance risk in collection emails here.

Myth #2: Collection emails only take the place of physical letters.

Sending an email in place of a physical letter is a great place to start when it comes to developing a functional email process. But you shouldn’t stop there.

According to Drew Marston, Senior Director of Digital Integration at Resurgent Capital Services, you absolutely should start developing your email process using “transactional emails.” This includes emailing administrative documents to consumers, like payment confirmations, for example.

Starting with sending that information via email will help your organization build a successful email process. Then, you can build on that process.

Because emails are a low cost way to contact consumers, emails can (and should) be integrated into your digital debt collection strategy not as a substitute for physical letters, but as a discrete third option in addition to phone calls. 75% of consumers report using their cell phones to check email. Using varied, marketing-style email content opens up a new way to reach consumers, and is a great way to drive consumers to your self-service portal, where they can handle their account anytime, anywhere. (PS – this is a good time to remind you that your self-service portal has to be mobile friendly!) 

 

Myth #3: There is no limit to the number of collection emails you can send to consumers.

On the other end of this spectrum, there is a belief that because there are no explicit restrictions on the number of emails you can send to a consumer, emails can be sent as frequently as you want. But sending too many emails presents at least two major risks:

• A potential (alleged) violation of the FDCPA due to perceived harassment
  
• SPAM labeling due to, well, spamming the customer (which results in a poor email reputation)
  

The strategy behind email is using it at the right frequency and with the right messaging. This will vary not only based on the type of account you’re servicing and the kind of consumer you’re trying to reach, but based on your organization’s technical abilities and content management strategy. Without a library of email content, sending frequent emails doesn’t make much sense. Organizations should develop a wide array of emails, and test them to determine what kind of messaging works for account populations.

DENVER, Colo.  — Harvest Strategy Group, Inc. (Harvest) today announced that Rob Yarmo, the company’s Executive Vice President, has retired effective April 1, 2022. Yarmo served in this role for more than 10 years, since October 2011, and oversaw the company’s sales and business development. Jamie Welsh, Harvest’s Vice President of Business Development since 2019, has assumed Rob’s responsibilities.

During Rob’s tenure, he played a critical role in company growth, was instrumental in the acquisition of numerous long-term client relationships, and helped solidify Harvest’s reputation as a leader in the accounts receivable management space.

“Rob not only contributed significantly to the growth of the company, but did so while embodying Harvest’s core values of honesty, integrity and teamwork. I want to thank Rob for the lasting legacy he has left on our company. We will always consider him part of our family,” said David Ravin, Harvest’s Vice Chairman and Executive Vice President.

Yarmo is a 40 year veteran of the credit and collections industry, beginning his career with Creditel in 1981. 

About Harvest Strategy Group

Harvest Strategy Group Inc. provides single-point-of-contact, nationwide recovery management services for banks, finance companies, debt buyers, and credit unions. The company fosters an entrepreneurial environment and encourages its staff to challenge boundaries, think outside the box, and feel a sense of ownership and accountability for results. Harvest’s mission is to lead the accounts receivable management industry through strength in partnerships, exceptional service, and the delivery of superior results.