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The CFPB’s Q3 Complaint Results are In – How Does Your Agency Compare?

By: Rozanne Andersen | December 18, 2014

If your agency is like most, it is probably doing a pretty good job handling consumer complaints generated by the CFPB’s portal, and other key sources like the BBB, state attorneys general, and consumers themselves. You process and respond to the complaints promptly. You log them on your spread sheet or enter them into your complaint tracking software system* and tally the grand total every month. But analysis is the next crucial step in effective complaint remediation. You must review the complaints to identify deficient policies, practices, and procedures that trigger complaints against your agency, and take appropriate remedial action. Perhaps more importantly, it’s simply good business to compare your agency’s complaint performance to your competition. To find this information just log on to the CFPB’s complaint portal at and consider the following:
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Successful Voicemail Campaigns Start Here

By: Steve Stone | December 11, 2014

“What does success look like when running a campaign that leaves voicemail messages?” The answer is more complicated than just a few numbers might indicate – After all, every operation has different goals, expectations, and KPIs. But a few of them are more common than others.
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Private Vs. Federal Student Loans - The Fractured Market

By: Chris Beebe | December 8, 2014

Diving head-first into the student loan market has been a goal for many collection agencies over the last year or two. But what does that effort actually entail? It’s a fractured one – Which creates a number of truly difficult complications.
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Foti Out? Zortman In? What’s Up With Voicemail Messaging?

By: Rozanne Andersen | December 4, 2014

Ask any collection agency executive about their top three compliance issues, and “voicemail messages” will most likely be among them. The reason? The Fair Debt Collection Practices Act (FDCPA) can present agencies with a real Catch 22. Under the Act’s Section 805(b), debt collectors are prohibited from disclosing the existence of a debt to a third party without the debtor’s consent. At the same time, Sections 806(6) and 807(11) of the FDCPA require debt collectors to meaningfully disclose their identity when communicating with a consumer, along with the purpose of the call, and how any information obtained will be used by the collector to collect the debt. So leaving a voicemail that complies with 806(6) and 807(11) leaves you at risk of violating 805(b), and vice versa.
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The Student Loan Market: Why Your Collectors Need to Be Teachers

By: Chris Beebe | November 25, 2014

Many students and their families are woefully uninformed about how complex their loans can be. Truthfully, much of the education surrounding their debt is left up to agencies working to collect it. What are some of the key issues your agents should be prepared to address?
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3 Ways to Enhance Patient Connectivity and Raise Healthcare Reimbursement

By: Rip Harris | November 12, 2014

Patient satisfaction is truly the crux of the Affordable Care Act: The law ties Medicare reimbursement to patient satisfaction metrics, plans are in the works to link the physician’s pay to the quality of their care, and the HCAHPS will soon become the U.S. government’s most important tool to provide objective and meaningful comparison between hospitals. As consumers continue to enroll in high-deductible health plans, the number of working-aged American adults with problems paying their medical bills – 75 million, 41% of the population – will continue to grow. That means government assistance will too. It’s for those reasons that patient satisfaction has become, and should be, the primary focus for high-growth, well-fueled health systems. Patient feedback will account for approximately one-third of a provider’s Medicare reimbursement score, and that reaction is usually based on the patient’s most recent interaction with the provider: Billing. So the way you go about connecting with them during that process has an immediate, and direct impact not only on their willingness to work with you expediently, but the amount you’ll be reimbursed.
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Connecting with Millennials: What to Consider When Collecting Student Loan Debt

By: Chris Beebe | November 10, 2014

As ARM agencies ponder tapping into one of the most promising lines of debt collection in the accounts receivable management industry today, many are finding that opening a student loan division isn’t as simple as setting up a few dialing campaigns and hiring a few extra agents. The student loan market’s demographics and complexity make it a much different, more involved animal than many other types of debt. Over the next several weeks, I will discuss a few of the most critical challenges facing those who choose get involved in the student loan industry, starting with: The Student Loan Market is Millennial.
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Employee Wellness – 8 Ways to Get, Stay, and Live Well

By: Jill Lehman | October 23, 2014

Despite spending more per capita on health care than any other nation – nearly a fifth of our spending – the U.S. ranks disappointingly low on basic measures of good health like disability and life expectancy. It’s a hard pill to swallow for HR executives, responsible for health benefits and wellness programs. The troubling state of our country’s physical well-being keeps us up at night because we know it often reflects the organizations we serve. There’s a lot of research to suggest the best way to impact that discouraging statistic is to get, stay, and live well as a means to alleviate or prevent chronic conditions. According to the CDC, 84 percent of health care spending is associated with issues like diabetes, heart disease, arthritis, and cancer. Many of those are preventable, with obesity leading as a major factor. Obesity is a serious health concern with more than one-third of adults, approximately 78 million people affected. Nearly 1 in 5 youths aged 2-19 are as well. Our health is a precious gift and resource, yet we don’t always treat it that way or give it the time and attention it deserves. We simply take it for granted, making decisions every day that impact our overall health and general quality of life.
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The Word on PowerUp 2014

By: Casey Stanley | October 10, 2014

In the age of email, Twitter, Facebook, LinkedIn, Instagram, smartphones, FaceTime, Skype, ello (for a few months at least) and WebEx, it’s easy to forget how great it is to meet face-to-face with the friends you know mostly as screen names and text on a monitor. There’s something about actually talking to someone that brings fellowship and comradery to a conversation, especially for those whose profession often revolves around phone calls and letters. PowerUp is our occasion to make a few days out of just that sentiment.
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Conclusion - Vendor Management is Not Just for the Big Guys

By: Rozanne Andersen | October 2, 2014

We have said it before, and we will say it again: Regardless of size or market segment, every receivables operation – in one way or another – is affected by the CFPB’s authority. The Bureau has made it clear that vendor and service provider oversight lands within their purview. So it stands to reason it should fall within yours.

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