FDCPA Case Law Review for May 2016

insideARM maintains a free FDCPA resources page to provide the ARM community a destination for timely and topical information on the Fair Debt Collection Practices Act (“FDCPA”). This page is generously supported by TransUnionSee the page here or find it in our main navigation bar from any page on insideARM. 

The cornerstone of the page is a chart of significant FDCPA cases. Click on the link in the chart for the complete text of the decision. Where insideARM has already published a story on the case, we provide a link. Case information and analysis is provided by Joann Needleman, a Clark Hill attorney and leader of the firm’s Consumer Financial Services Regulatory & Compliance Group.

FDCPA cases in May 2016 brought both positive and negative outcomes for the ARM industry

Conteh v. Shamrock Community Association

The gist: The 4th Circuit held that the filing of a law suit in this case is not deemed harassment under the FDCPA.

Daubert v. NRA Group, LLC

The gist: The District Court for the Middle District of Pennsylvania held that a barcode is capable of identifying a debtor and account number, that genuine issue of material fact exists, and thus FDCPA claims proceed to trial.

Garcia v. Fry

The gist: Defendant was a state process server who faxed garnishment information to an out-of-state company. The District Court of Connecticut found he was a state officer, exempt under the FDCPA, even though sending the fax was a violation of state law.

Johnson v. Midland Funding, LLC

The gist: The 11th Circuit held the filing of an out-of-stat proof of claim is a violation of FDCPA. The court also found that FDCPA and Bankruptcy Code can co-exist and that FDCPA is not precluded by the Bankruptcy Code.

Lee v. Pep Boys

The gist: The District Court for the Northern District of California held that although theft of services and tortuous interference claims are not debts under the FDCPA, letters seeking collection could be attempts to collect debts based upon a consensual transaction and thus a question of fact.

Lindblom v. Santander Consumer USA, Inc.

The gist: The plaintiff stated a claim that a convenience fee charged by a payment processor (SpeedPay) on behalf of the bank stated a claim under 1692(f)(1). The District Court for the Eastern District of California found that if upon discovery, it is learned that the bank did not collect a portion of that fee, then the claim fails.

Magee v. Portfolio Recovery Associates

The gist: The District Court for the Northern District of Illinois held that statements of “offers to settle” on time-barred debt were misleading without a disclosure that the debt was time-barred.

Mintz v. Transworld Systems

The gist: The District Court for the Eastern District of New York found that a consumer’s failure to advise bankruptcy trustee of FDCPA claim results in a lack of standing to bring a later FDCPA claim.

Montgomery v. Trident Asset Management, LLC

The gist: Two collection letters sent 11 days apart, both with validation notices, did not violate the FDCPA. The District Court of New Jersey found no overshadowing and no confusion on the consumer’s part. Cites New York case which says and “[n]othing in the FDCPA prohibits a debt collector from giving a debtor more than the requisite 30-day validation period.”

Muller v. Midland Funding, LLC

The gist: The District Court for the Western District of Missouri found that the misstatement of less than $1.00 on subsequent collection letters could be material and could state a claim under the FDCPA.

Ramirez v. Morgan & Associates, PC

The gist: The District Court of Kansas held that a complaint stating a claim alleging that a letter to creditor which was passed to law firm was actual knowledge that the consumer was represented by counsel.

Sheriff v. Gillie

The gist: Law firm hired by the state’s attorney general was a state officer and thus had exempt status under the FDCPA. The Supreme Court found the letter was not false and deceptive when it accurately portrayed the law firm and attorney general’s relationship.

Smith v. Discover Bank

The gist: The District Court for the Eastern District of Kentucky found that credit card statements reprinted for state court collection action with the wrong address was immaterial and did not rise to a violation of FDCPA.

St. John v. Cash

The gist: The 7th Circuit held that there is no FDCPA claim for the filing of a lawsuit that is later dismissed or does not otherwise proceed to trial.

Velez v. Enhanced Recovery Company

The gist: The District Court for the Eastern District of Pennsylvanian held that a 1099(c) disclosure in an initial letter was a statement that could mislead or deceive “the least sophisticated consumer” into believing that a certain amount had to be paid in order to avoid IRS reporting, and that there could be adverse consequences for settling a debt.

Wilson v. Receivables Performance Management, LLC

The gist: The District Court for the Northern District of Illinois found the despite a consumer’s deposition testimony that she had not yet retained an attorney, the law firm in question sent a letter on the same day to a debt collector saying that the firm was representing the consumer. Therefore, communications to consumer thereafter violated the FDCPA.

FDCPA Case Law Review for May 2016
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Accounts Receivable Management

DBA International Responds to “Last Week Tonight with John Oliver” Segment on the Debt Buying Industry

SACRAMENTO, Calif.While DBA International disagrees with certain broad characterizations of the debt buying industry contained in the June 5th episode of “Last Week Tonight with John Oliver,” we wholeheartedly agree with the premise of the show that unscrupulous activity within the industry harms consumers.

This position is the core of DBA International’s Receivables Management Certification Program and the reason why the association requires certification of all companies actively purchasing receivable portfolios as a requirement of membership. These standards meet, and often exceed, the already implemented state and federal laws and regulations.

The segment highlighted well-publicized problems from the past instead of discussing industry regulations and reform, benefits to consumers, and contributions to the economy. John Oliver’s producers contacted DBA International and we participated in a lengthy interview in the days before it aired providing extensive background on the industry and the certification program. This information was not incorporated into the show.

It’s important to note that the debt buying industry is one of the most comprehensively regulated financial services industries in the country, both at the federal and state level. The questionable debt collection practices highlighted in John Oliver’s program are not collection tactics – they are prohibited illegal actions.

DBA International member companies work proactively with consumers to resolve their financial condition by customizing payment plans, ending accruing interest, and offering settlements for less than the principal balance. This vital industry assists the credit economy and allows consumers to settle their legal obligations in a safe and compliant manner.  Moreover, DBA International’s certification program ensures that debt buying companies treat consumers fairly and with respect and integrity.

If you have questions in regard to this segment, DBA International’s certification program or the debt buying industry in general, please contact Executive Director Jan Stieger at (916) 482-2462.

About DBA International

DBA International (DBA) is the non-profit trade association that represents more than 550 companies that purchase or support the purchase of performing and non-performing receivables on the secondary market.

DBA’s Receivables Management Certification Program and its Code of Ethics set the “gold standard” within the receivables industry due to its rigorous uniform industry standards of best practices which focus on the protection of the consumer. DBA provides its members with extensive networking, educational, and business development opportunities in asset classes that span numerous industries. DBA continually sets the standard in the receivables management industry through its highly effective grassroots advocacy, conferences, committees, taskforces, publications, webinars, teleconferences, and breaking news alerts. Founded in 1997, DBA International is headquartered in Sacramento, California.

 

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Corrected Press Release: Empereon-Constar Partners With Hampton Pryor Group To Strengthen Regulatory Compliance Program

PHOENIX, Ariz. – Empereon-Constar today announced a correction to its press release issued on June 2, 2016, titled “Empereon-Constar Partners With Hampton Pryor Group To Strengthen Regulatory Compliance Program.” In the press release, the partnership with Hampton Pryor is misstated as being with both Empereon Marketing, LLC and Constar Financial Services, LLC and is corrected to indicate the partnership is with Constar Financial Services, LLC.

The complete, corrected release follows:

Constar Financial Services, LLC Partners With Hampton Pryor Group To Strengthen Regulatory Compliance Program

Compliance is a key business priority. Our partnership with Hampton Pryor Group will provide the industry expertise to build a more robust Comprehensive Compliance Platform for Constar.

Constar Financial Services, LLC (Constar), an affiliate company of Empereon Marketing, LLC, provides comprehensive consumer contact and account support solutions that span the entire lifecycle of a consumer account. Constar announced today its partnership with the Hampton Pryor Group to manage Constar’s compliance program.

The Hampton Pryor Group will provide Constar with in-depth regulatory knowledge to strengthen the Company’s Comprehensive Compliance Platform and ensure compliance requirements are met in a more robust manner. Noted industry expert, Joe Adams, CCCO, CRCP, CIA, and his team at Hampton Pryor Group will be responsible for directing and monitoring Constar’s all-inclusive compliance program. Mr. Adams will also serve as Constar’s Chief Compliance Officer, assuming the role from Martha Hewitt. Ms. Hewitt will continue to manage all Executive Administration functions, including Audit Management (PCI, SSAE) and Corporate Support Services, for Empereon-Constar and its new subsidiary companies.

“Constar considers compliance to be a key business priority,” said Martha Hewitt, Executive Administration Director. “Increasingly complex compliance issues and ongoing regulatory mandates emphasize how critical compliance expertise is to organizational success. The strategic guidance and industry knowledge that Joe Adams and the Hampton Pryor Group provide will be invaluable resource to our company and our clients.”

“Constar is committed to implementing strong compliance and risk management programs, which are an essential component of business success at this time,” stated Mr. Adams. “The Hampton Pryor Group looks forward to assisting Constar continue and further improve their compliance program.”

About Empereon-Constar

Empereon-Constar delivers comprehensive consumer contact center and account support solutions spanning the entire lifecycle of a consumer account, for each touchpoint of the consumer’s journey. Through two distinct, but affiliated, privately held entities, Empereon-Constar provides end-to-end customer solutions for many leading companies representing the finance, telecommunications, entertainment media, satellite, broadband, e-commerce, consumer loan, bankcard, and underbanked business sectors. Working in partnership with each client, the companies develop innovative consumer contact solutions designed to achieve client business goals, ensure brand recognition, optimize customer satisfaction, and enhance the customer experience. Results are achieved through a combination of management expertise, extensive experience in developing highly skilled teams, and advanced technologies, which allows Empereon-Constar to deliver measurable value to its clients. To learn more about Empereon-Constar, email Yvonne Torrijos at Yvonne.Torrijos@constarfinancial.com.

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Accounts Receivable Management

Mammoth CFPB Payday Rule Would Dramatically Change the Lending Marketplace

Jane Luxton

Jane Luxton

In a 1300+ page proposal, exclusive of attachments, the Consumer Financial Protection Bureau (CFPB) laid out its plan June 2 to force a sweeping redesign of the short-term payday, auto title, and longer-term installment lending markets.

The proposed rule follows the same basic approach the CFPB foreshadowed in its April 2015 Outline of Proposals, which would impose requirements on payday (and single-payment auto title) lenders to make rigorous ability to repay determinations or provide loans only under specified low-risk situations, where borrowers would be limited in the amounts they could reborrow and length of time they could be in debt.  Covered installment loans (those with interest rates above 36%) would also be subject to demanding ability to repay determinations, with refinancing restricted to situations involving substantially smaller payments or lowered total loan costs.  Additional provisions would bar lenders from attempting to collect payment from debtors’ accounts without additional notice and authorization, an idea that was floated in the Outline, but which would now be part of the regulation.

The proposal’s key elements are:

  • Requirements for determining affordability:
    • For payday and single-payment auto title loans, a “full payment test,” that is, an ability to repay determination under which a lender would have to ascertain/verify the borrower’s income, major financial obligations, and living expenses and establish the borrower’s ability to meet these responsibilities during the timeframe of the loan and for 30 days after paying it off
    • For covered installment loans, similar requirements would apply to ensure that the borrower can make all loan payments in addition to meeting other financial obligations and living expenses
  • Requirements for renewing or extending loans:
    • For payday and single-payment auto title loans, roll overs or additional loans within 30 days of paid off previous short-term debt would be permitted only if the borrower could demonstrate his or her financial situation had materially improved since the prior loan period.  The same test would apply for a third loan, and after a third loan, a mandatory 30-day cooling off period would apply.  (The 2015 Outline would have imposed a 60-day cooling off period.)
    • For covered installment loans, refinancing would not be allowed unless a borrower demonstrated significantly improved financial conditions; in addition, the lender could offer to refinance under terms involving substantially smaller payments or reduced total cost of the consumer’s loan.
  • Principal payoff alternative for certain short-term loans:
    • Lenders could forgo using the ability to repay requirements and offer a short-term loan for up to $500 to consumers with no outstanding short-term or balloon payment debt who can show they have not had short-term loans for more than 90 days in the prior 12 months; lenders could not take auto titles as collateral or structure the loan as open-ended credit.
    • Repayment extensions could be extended up to two times, but only if the borrower paid off at least one third of the principal with each extension.
    • The lender would have to provide notice of the specifics of this option to potential borrowers.
  • Reporting requirements.  All lenders operating under these rules would have to use credit reporting systems to report and obtain loan information.  These reporting systems would be considered consumer reporting companies under federal law and must be registered with the CFPB.
  • Less risky longer-term loan alternative
    • Lenders could avoid following the ability to pay underwriting requirements on longer-term installments loans if they adhered to the parameters of the National Credit Union Administration’s “payday alternative loans” program, with an interest rate cap of 28% and an application fee of no more than $20.  Alternatively, lenders could offer loans requiring roughly equal payments, an all-in cost of no more than 36%, and a “reasonable” origination fee, so long as the lenders’ projected default rate stays below 5% on these loans.  If the projected default rate goes above 5% for any year, the lender would have to refund the origination fee for that year.  Total loan limits would apply to these loans.
  • Penalty fee prevention.  Lenders would be prohibited from collection attempts on a consumer’s account without proving three days’ advance written notice and would be limited to two unsuccessful attempts, unless the borrower provided specific, additional authorization.

There is little doubt these provisions would result in far-reaching changes in the marketplace.  In one of the few hard numbers offered, the CFPB estimates the regulation would eliminate 70% of revenue for payday lenders – and that impact is for the less draconian “alternative” that is provided, as opposed to the primary approach, as to which the CFPB acknowledged in the April 2015 Outline that “relatively few loans could be made under the ability to repay requirement.”

The proposal further recognizes that “a large number of storefronts would close if the proposed rules were adopted” and that the market will become more highly concentrated in some geographic areas.  Nonetheless, in addressing statutory requirements regarding consumers’ and rural borrowers’ access to credit, the proposal says that “consumers’ geographic access to stores would not be significantly affected in most areas,” and that 93-95% of borrowers will not have to travel more than an additional five miles to find a lender.

The CFPB does not attempt to quantify the benefits to consumers of the proposal, instead relying on repeated expressions along the lines of “it appears to the Bureau” or that the “Bureau believes” that “the amount of injury that is caused by the unfair practices, in the aggregate, appears to be extremely high.”  The proposal cites numerous reports and studies to justify these views, but does not include any metrics in its analysis of benefits and costs in its discussion of these issues in Section VI.

The proposal makes passing reference to the Small Business Regulatory Enforcement Fairness (SBREFA) process it conducted in 2015, but rejects multiple small entity representative (SER) and other recommendations that the CFPB consider existing state regulation as a baseline or model for federal action.  While noting that 36 states employ a variety of approaches to regulate the market, the Bureau states that none of these measures has significantly reduced the rate of reborrowing, and therefore strong federal intervention is needed.

Given the length of the proposed rule, the scale of the changes the CFPB seeks to impose, and the justifications offered in support, we can expect a lively debate to emerge during the comment period.  Comments are due by September 14, 2016.

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CFPB Issues Proposed Rule to End Payday Lending “Debt Traps”

Today the Consumer Financial Protection Bureau (CFPB) announced that it is proposing new regulations to protect consumers from predatory lending practices that the CFPB’s Director, Richard Cordray calls “debt traps” by requiring lenders to take steps to make sure consumers have the ability to repay their loans.

The cornerstone of the announcement is a nearly 1,500 page proposal outlining protections that would cover payday loans, auto title loans, deposit advance products, and certain high-cost installment and open-end loans. The CFPB also announced that it is launching an inquiry into other products and practices that may harm consumers facing cash shortfalls.

The full press release announcing the rule can be found here.

The complete proposal can be found here. Comments are due by Sept. 14, 2016.

Loans covered by the proposal include:

  • Payday and other short-term credit products: Payday loans are generally due on the borrower’s next payday, which most often is within two weeks, and typically have an annual percentage rate of around 390 percent or even higher. Single-payment auto title loans, which require borrowers to use their vehicle title for collateral, are usually due in 30 days with a typical annual percentage rate of about 300 percent.
  • High-cost installment loans: The proposal would cover loans for which the lender charges a total, all-in annual percentage rate that exceeds 36 percent, including add-on charges, and either collects payment by accessing the consumer’s account or paycheck or secures the loan by holding the title to the consumer’s vehicle as collateral. Some of the installment loans covered by the proposal have balloon, or lump-sum, payments required after a number of interest-only payments.

The Bureau proposes to exclude certain types of consumer credit from the scope of the proposal, including:

  • loans extended solely to finance the purchase of a car or other consumer good in which the good secures the loan
  • home mortgages and other loans secured by real property or a dwelling if recorded or perfected
  • credit cards
  • student loans
  • non-recourse pawn loans
  • overdraft services and lines of credit.

The proposed ability-to-repay protections include a “full-payment” test that would require lenders to determine upfront that consumers can afford to repay their loans without reborrowing. The proposal includes a “principal payoff option” for certain short-term loans and two less risky longer-term lending options so that borrowers who may not meet the full-payment test can access credit without getting trapped in debt.

Lenders would be required to use credit reporting systems to report and obtain information on certain loans covered by the proposal. The proposal would also limit repeated debit attempts that can rack up fees and may make it harder for consumers to get out of debt.

Specifically, the proposal includes the following protections:

  • Full-payment test: Under the proposed full-payment test, lenders would be required to determine whether the borrower can afford the full amount of each payment when it’s due and still meet basic living expenses and major financial obligations. For short-term loans and installment loans with a balloon payment, full payment means affording the total loan amount and all the fees and finance charges without having to reborrow within the next thirty days. For payday and auto title installment loans without a balloon payment, full payment means affording all of the payments when due. The proposal would further protect against debt traps by making it difficult for lenders to push distressed borrowers into reborrowing or refinancing the same debt. The proposal also would cap the number of short-term loans that can be made in quick succession.
  • Principal payoff option for certain short-term loans: Under the proposal, consumers could borrow a short-term loan up to $500 without the full-payment test as part of the principal payoff option that is directly structured to keep consumers from being trapped in debt. Lenders would be barred from offering this option to consumers who have outstanding short-term or balloon-payment loans or have been in debt on short-term loans more than 90 days in a rolling 12-month period. Lenders would also be barred from taking an auto title as collateral. As part of the principal payoff option, a lender could offer a borrower up to two extensions of the loan, but only if the borrower pays off at least one-third of the principal with each extension.
  • Less risky longer-term lending options: The proposal would also permit lenders to offer two longer-term loan options with more flexible underwriting, but only if they pose less risk by adhering to certain restrictions. The first option would be offering loans that generally meet the parameters of the National Credit Union Administration “payday alternative loans” program where interest rates are capped at 28 percent and the application fee is no more than $20. The other option would be offering loans that are payable in roughly equal payments with terms not to exceed two years and with an all-in cost of 36 percent or less, not including a reasonable origination fee, so long as the lender’s projected default rate on these loans is 5 percent or less. The lender would have to refund the origination fees any year that the default rate exceeds 5 percent. Lenders would be limited as to how many of either type of loan they could make per consumer per year.
  • Debit attempt cutoff: Under the proposal, lenders would have to give consumers written notice before attempting to debit the consumer’s account to collect payment for any loan covered by the proposed rule. After two straight unsuccessful attempts, the lender would be prohibited from debiting the account again unless the lender gets a new and specific authorization from the borrower. Repeated unsuccessful withdrawal attempts by lenders to collect payment from consumers’ accounts pile on insufficient fund fees from the bank or credit union, and can result in returned payment fees from the lender.

The Bureau studied the payday/short-term lending industry before proceeding. The CFPB research on these loans can be found here.

Industry, consumer groups, and legislators have issued initial statements on the proposal

The Independent Community Bankers of America® (ICBA):

“ICBA acknowledges the CFPB’s willingness to work with community banks to understand the processes and practices of responsible community bank character lending.  We continue to strongly urge that the rule include meaningful options for reliable lenders whose personal loans exhibit lower risk situations and excellent performance. The rule must allow community banks to continue to have the flexibility to provide access to small-dollar credit, free of numerical and costly requirements in the underwriting process. The CFPB should encourage responsible sources of small-dollar credit to consumers. Main Street community banks are very familiar with their customers’ financial condition, history and ability to repay loans and do not steer consumers to unaffordable loan products. ICBA looks forward to continuing to work with the bureau on this proposed rule.”

The PICO National Network (a national network of faith-based community organizations working to create innovative solutions to problems facing urban, suburban and rural communities):

“I have heard far too many stories about the impact of payday lending on my congregants, and the bottom line is this: Our faith instructs us very clearly that charging outrageously high interest rates is simply wrong. The regulation of predatory lending practices is not just an economic issue, it is an issue of morality and justice,” says Pastor Wes Helm, Associate Pastor at Springcreek Church in Garland, Texas. His first introduction to payday lending was an elderly man on a fixed income seeking help with his rent. He was paying $1,000 a month to cover the interest and fees.

The National Consumer Law Center (NCLC)

Lauren Saunders, associate director of NCLC, said: “It is sad that we need a rule to get lenders to be responsible, but high-priced payday and installment loans shouldn’t generate profits while plunging families into an unaffordable debt trap. The CFPB’s proposal should make loans significantly safer as long as it is tightened to prevent evasions. However, the proposal has worrisome loopholes. Lenders could make up to three back-to-back payday loans and could start the sequence again after only 31 days. Longer term loans could also have balloon payments that trigger re-borrowing. “All loans should meet ability to pay requirements, and reborrowing in only 31 days indicates a debt trap.”

The Pew Charitable Trusts

Nick Bourke, director of Pew’s small-dollar loans project, said: “Payday loan reform is urgently needed, but without changes, the CFPB’s draft regulation misses the mark. Pew’s research shows that borrowers want three things: lower prices, manageable installment payments, and quick loan approval. The CFPB proposal goes 0 for 3… “The rule also lacks the clear, simple guidance that would pave the way for better alternatives from banks and credit unions. Banks were preparing to offer loans at prices six times lower than payday lenders, but without the regulatory certainty of a clear product safety standard the CFPB’s proposal will stop that pro-consumer innovation in its tracks. As a result, the CFPB is missing an historic opportunity to save millions of borrowers billions of dollars.”

House Financial Services Committee chairman Jeb Hensarling (R-Texas)

“Just days after the Federal Reserve reported that almost half of American families say they would struggle to pay for emergency expenses of $400, here comes Director Cordray to make their struggle even harder.  Accountable to no one, he alone decides for all Americans whether they can take out a small-dollar loan to meet emergency needs.”

insideARM Perspective

This topic is highly controversial, with finger-pointing everywhere. The fact is that many consumers have little to no ability to respond to a short-term financial “crisis” to repair a car, repair or replace critical appliances, or pay unexpected medical bills. Consumers need access to credit to respond to emergencies.

It will be interesting to follow the causal effect, should the proposed rules become final.  For instance,

  • Will the new regulations be a boon for the aforementioned National Credit Union Administration “payday alternative loans” program?
  • While a given lender may be forbidden from making additional loans to the same consumer, will that consumer simply be able to go to a different lender?
  • Will tougher rules governing these types of loans lead to a dramatic increase in sub-prime credit cards?
  • Or, worst case, will consumers be forced to deal with illegal, unregulated “loan sharks” to obtain the necessary funds to respond to an immediate need for a loan?

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Alorica to Acquire EGS to Provide Exponentially More Scalable Customer Experience Solutions on a Global Scale for the World’s Leading Brands

IRVINE, Calif. — Alorica Inc. (Alorica) has entered into a stock purchase agreement to acquire Expert Global Solutions (EGS) to form a new global customer experience organization. In 2015, these businesses generated an aggregate of approximately $2.3 billion in revenue. Going to market under the Alorica brand, the new Alorica will be staffed by 52,000 industry experts in North America (including 6,000 Work-at-Home employees) and more than 38,000 across the globe, with 26,300 based in the Philippines and 11,800 in Latin America. These professionals will be engaging customers in more than 30 languages in all channels. The combined company will integrate strengths from both companies with an emphasis on transforming the customer experience through data-driven insights.

Andy Lee, founder of Alorica, will be CEO and Chairman of the new organization, based in Irvine, Calif. He will also be the majority shareholder. “This blend of talent allows us to better serve customers because of our substantial global footprint, broad and deep vertical expertise and industry-leading solutions. More importantly, we share the same commitment to our people, passion for our clients and integrity in our business.”

Bob Segert, President and Chief Executive Officer of EGS, addressed the acquisition, saying: “I’m proud of the transformation EGS has achieved in recent years. Our people have worked hard to earn the trust of our clients and become a valued service partner. The combination of our companies creates innovative capabilities to deliver world-class customer experiences, with an even broader suite of solutions.”

The new Alorica will serve more than 600 clients, supporting customers through every channel, including voice, mobile, chat, social media and video. For these and future clients, the timing of the acquisition is also critical. “Increasingly more companies are looking for industry-specific customer experience solutions,” said Lee. “With our domain expertise in nine major verticals, particularly in healthcare, communications, retail and financial services, we’ll be well positioned to tailor the right mix of talent, capacity, analytics and technology to deliver solutions for every client.”

This acquisition is subject to customary closing conditions, including applicable regulatory requirements. The companies expect to complete the transaction with regulators’ approval by early Q3 2016. When the transaction is finalized, the possibilities, says Lee, are endless: “Creating insanely great customer experiences that surpass expectations is what Alorica is all about. The new Alorica will make countless lives better across nearly every continent, one customer interaction at a time.”

EGS’ shareholders will continue to be meaningful minority shareholders in Alorica. EGS is a portfolio company managed by One Equity Partners (OEP). OEP is a leading middle-market private equity firm with $4.3 billion under management and offices in New York and Chicago, and advisory offices in Frankfurt and São Paulo.

Credit Suisse and M/Cap Advisors acted as financial advisors to Alorica and Latham & Watkins LLP served as Alorica’s legal counsel. J.P. Morgan Securities LLC acted as sole financial advisor to One Equity Partners and Dechert LLP served as EGS’ legal counsel. In conjunction with this transaction, Credit Suisse, Bank of America Merrill Lynch, Bank of the West, BNP Paribas and Wells Fargo provided financing commitments to expand Alorica’s term loan and revolving credit facility to $1.1 billion. McGuireWoods LLP served as counsel to Alorica and its subsidiaries in connection with the financing.

About Alorica

At Alorica, we only do one thing — we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to customer care and support, Alorica provides a host of world class services, including customer relationship management and back office support. We’re proud to passionately serve clients as diverse as we are — including communications, financial services, healthcare, retail and tech companies, many in the Fortune 500. We call the OC home, headquartered in Irvine, CA, with more than 53,000 employees in 71 locations across the globe. Intrigued? Learn more at www.alorica.com.

About Expert Global Solutions

Expert Global Solutions (EGS) is a global customer service organization, delivering leading outsourced solutions, for customer and financial care. Serving the world’s leading companies, EGS helps decision-makers delight their customers and deepen brand engagement. With revenues of $1.1B, EGS has over 40,000 employees in more than 70 locations across 11 countries.

EGS customer care support services, delivered through voice, text, chat and email, span the customer management experience. From answering product-related questions and technical support, to up-selling and cross-selling, to social care. For financial care, EGS supports critical financial management functions, such as first party accounts receivable management, revenue cycle management, and order to cash.

EGS has deep vertical expertise, with a unique understanding of industry-specific needs, including healthcare, financial services, logistics, online retail, technology, telecommunications and utilities. An award winning company and equal opportunity employer, EGS is committed to delivering an exceptional customer experience, in every interaction. Find out more at www.egscorp.com.

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Accounts Receivable Management

PDCflow Achieves PCI-DSS Level 1 Certification

OGDEN, Utah – PDCflow, a leader in account receivables payment and compliance automation, announced the completion of it’s PCI-DSS Audit for Level 1 Compliance, the most rigorous, industry-recognized payment-card security standard available globally. PCI Compliance is an ongoing process and PDCflow maintaining this level of PCI Compliance means that all businesses and healthcare facilities utilizing PDCflow’s web based payment and compliance system can be confident that PDCflow adheres to rigorous security standards, including maintaining the proper security policies, procedures and regulations, all of which reduce credit card theft and fraud.

“Data Security and Compliance is one of PDCflow’s top priorities in today’s regulated payment environment”, said Matthew Snedden, COO of PDCflow. “It is essential that we offer all our clients the most secure environment for their employees and customers to enter credit card information and personal data.  Achieving and maintaining this level of security demonstrates our ongoing commitment and investment in providing simplified, streamlined payment processing for the end user.”

  • PDCflow achieved its recertification as a Payment Card Industry-Data Security Standard (PCI DSS) Level 1 Service Provider following a detailed audit to ensure credit card data is stored, processed and transmitted in a secure and protected manner.
  • PDCflow works with PCI Compliance assessor Trustwave, the leading provider of on-demand data security and payment card industry compliance management solutions to businesses and organizations throughout the world.
  • The annual comprehensive audit includes document collection and analysis, vulnerability scanning and penetration testing as well as regularly recurring scans throughout the year.

PDCflow is a cloud based, Level 1 PCI Compliant Accounts Receivables Automation System founded in 2005 located in Ogden, Utah. PDCflow streamlines payment processing and business compliance requirements with integrated solutions, which include, electronic document/invoice presentment, esignatures, electronic payment authorizations, and multiple payment processing options. For more information please visit: http://www.pdcflow.com/

PDCflow Achieves PCI-DSS Level 1 Certification
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Accounts Receivable Management

Empereon-Constar Partners With Hampton Pryor Group To Strengthen Regulatory Compliance Program

Compliance is a key business priority. Our partnership with Hampton Pryor Group will provide the industry expertise to build a more robust Comprehensive Compliance Platform.

PHOENIX, Ariz. – Empereon-Constar, a leading provider of comprehensive consumer contact and account support solutions that span the entire lifecycle of a consumer account, announced today its partnership with the Hampton Pryor Group to manage the Company’s compliance program.

The Hampton Pryor Group will provide Empereon-Constar with in-depth regulatory knowledge to strengthen the Company’s Comprehensive Compliance Platform and ensure compliance requirements are met in a more robust manner.  Noted industry expert, Joe Adams, CCCO, CRCP, CIA, and his team at Hampton Pryor Group will be responsible for directing and monitoring Empereon-Constar’s overall compliance program.  Mr. Adams will also serve as Constar’s Chief Compliance Officer, taking over the role from Martha Hewitt.  Ms. Hewitt will continue to manage all Executive Administration functions, including Audit Management (PCI, SSAE) and Corporate Support Services, for Empereon-Constar and its new subsidiary companies.

“Empereon-Constar considers compliance to be a key business priority,” said Martha Hewitt, Executive Administration Director.  “Increasingly complex compliance issues and ongoing regulatory mandates emphasize how critical compliance expertise is to organizational success.  The strategic guidance and industry knowledge that Joe Adams and the Hampton Pryor Group provide will be invaluable resource to our company and our clients.”

“Empereon-Constar is committed to implementing strong compliance and risk management programs, which are an essential component of business success at this time,” stated Mr. Adams. “The Hampton Pryor Group looks forward to assisting Empereon-Constar continue and further improve their compliance program.”

About Empereon-Constar 

Empereon-Constar delivers comprehensive consumer contact center and account support solutions spanning the entire lifecycle of a consumer account, for each touchpoint of the consumer’s journey.  Through two distinct, but affiliated, privately held entities, Empereon-Constar provides end-to-end customer solutions for many leading companies representing the finance, telecommunications, entertainment media, satellite, broadband, e-commerce, consumer loan, bankcard, and underbanked business sectors.

Working in partnership with each client, the companies develop innovative consumer contact solutions designed to achieve client business goals, ensure brand recognition, optimize customer satisfaction, and enhance the customer experience.  Results are achieved through a combination of management expertise, extensive experience in developing highly skilled teams, and advanced technologies, which allows Empereon-Constar to deliver measurable value to its clients.  To learn more about Empereon-Constar, email Yvonne Torrijos at Yvonne.Torrijos@constarfinancial.com.

Empereon-Constar Partners With Hampton Pryor Group To Strengthen Regulatory Compliance Program
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Accounts Receivable Management

Executive Change: The Intelitech Group Announces the Hiring of Rodney A. Riley as Associate Partner

Company looks to expand its sales and support staff in an effort to bring analytic solutions to ARM industry.

CAMAS, Wash. – The Intelitech Group, a premiere analytics provider and consulting service in the ARM industry, has hired consultant Rodney Riley as an Associate Partner. Riley will be focusing on new clients utilizing The Intelitech Group’s analytics and benchmarking solutions which are designed to help agencies work smarter through data intelligence and automation.

The Intelitech Group aims to utilize Riley’s expertise in order to find and resolve gaps in agency operations as they relate to analytics. Riley will focus on how The Intelitech Group’s services can assist in closing those identifiable divides.

Riley has over a decade of ARM industry experience working in positions such as Senior Client Relations Executive for Columbia Ultimate, a leading collection software provider, in this capacity Riley was responsible for assuring client needs were met.

“We are excited to have Rodney be a part of The Intelitech Group. His knowledge and experience working with clients will coincide with our mission to help agencies work smarter”, said Bryan Houston, managing partner at The Intelitech Group. “Riley brings an additional amount of energy to analytics that those who work with him will really enjoy,” said Houston

If you’d like to meet Riley and learn about his new role, he will be attending ACA’s Annual Convention and Expo in June. You can also reach him at 360-260-9780 or check out his online profile on LinkedIn.

About The Intelitech Group

The Intelitech Group™, a premiere analytics provider for the collections industry, provides consulting and technology solutions to help agencies work smarter to achieve optimal results. Leveraging industry expertise and market intelligence with latest technology innovations, The Intelitech Group brings extensive knowledge, insights and practical tools to help agencies delve deep into all facets of the organization to measure, analyze and implement results-oriented solutions. For additional information, visit www.intelitechgroup.com.

Executive Change: The Intelitech Group Announces the Hiring of Rodney A. Riley as Associate Partner
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Accounts Receivable Management

House Financial Services Committee Chairman to Unveil Details on Plan to Replace Dodd-Frank

In a Press Release issued yesterday, the House of Representatives Financial Services Committee Chairman Jeb Hensarling (R-TX) announced that he will unveil details about the Republican plan to replace the Dodd-Frank Act and promote economic growth during a speech to the Economic Club of New York on Tuesday, June 7.

The event is open to the press.  The speech will begin at approximately 8 a.m. EDT.

The Economic Club of New York’s meeting will take place at The Penn Club, 30 West 44th Street, in the President’s and Provost’s Room on the second floor.

The Chairman’s speech will also be livestreamed at www.financialservices.house.gov/live.

insideARM Perspective

While this announcement is sure to garner significant interest from the Business Community, particularly from the Financial Services and ARM segments, it probably has little significance unless a Republican wins the presidential election and the Republican party controls both the House and Senate.

Still, the speech should be interesting.

House Financial Services Committee Chairman to Unveil Details on Plan to Replace Dodd-Frank
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Accounts Receivable Management