A recent article on the ACA International, the Association of Credit and Collection Professionals (ACA) website, revealed that the ACA requested that the Consumer Financial Protection Bureau (CFPB) discontinue the pursuit of the consumer debt collection survey to some 10,000 randomly selected consumers with good reason. Review of the survey seems to slant the outcome in a preconceived direction.
However, a review of the sample survey can also provide a good glimpse of what the CFPB is concerned about. Armed with this information you can make sure that your policies and procedures keep you out of trouble and prepare you for any future audits. As a software and service provider, our goal is to ensure that our customers have the tools they need to properly manage all of their consumer facing interactions, thereby ensuring compliance.
Our solutions provide the ability to ensure compliance. For example, our accounts receivable management system, Beyond ARM, and predictive dialing solution, QwikDial, provide our customers with the ability to prevent calling outside of the calling times by timezone, allows them to control the dispute flow, and provides solutions to control how and when accounts are reported to the credit bureaus.
We also offer many different ways to contact the consumer including phone, letter, email, web portal and text. Many of the concerns in the CFPB survey seem to deal with collection best practice. In this regard, it all comes down to education and having the proper policies and procedures in place. When it comes to dealing with the CFPB, knowledge, as they say, is power.