Collector - February 2016 - 18


"Collection calls typically
don't go very well
when assumptions
are made on behalf
of the collector."

means you must write out your policies
and procedures surrounding each action
employees take, and then test and audit
them regularly. One process your policies
should specifically address is how you
identify consumers that fall into a protected
status group.
Agencies often get thousands of files
at a time-how can they possibly know
which require special care? The answer is
automated account scrubbing, which is
becoming a must today. Account scrubbing
is easy and affordable-there are thirdparty solutions for almost every type of
scrub. Most collection agencies use some
form of account scrubbing to detect files
that require special legal compliance or to
ensure they are contacting the consumer at
the best location.

While the types of scrubs your company
conducts depend on a number of variables,
including your markets and collection
approach, Warshaw urged all agencies to
continually scrub for:
* Bankruptcies
* Cell phone numbers
* Decreased consumers
* Litigious consumers
* Military members
* Questionable addresses (such as a P.O.
Box, UPS location, prison or military
base address)
These scrubs can help you isolate highrisk files so you can decide how to approach
them before you make a call. Once you have
identified a consumer in a protected status
group, you must make sure collectors are
handling that account properly.

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Table of Contents for the Digital Edition of Collector - February 2016

Collector - February 2016 - Cover1
Collector - February 2016 - Cover2
Collector - February 2016 - 1
Collector - February 2016 - 2
Collector - February 2016 - 3
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