Collector - December 2017 - 27

W

hen the dust settles
after a natural
disaster-like the two
category 4 hurricanes
that made landfall
in the U.S. in August
and September or
the wildfires that burned more than a
million acres in the Western states over the
summer and fall-recovery for people in
the affected areas can be long and painful.
Many must grapple with ruined homes,
costly injuries, loss of income and the
frustrating, tedious process of rebuilding a
life from the ground up.
And there you are, a debt collector, right
in the middle of it. In these situations, it
can be difficult to know how to proceed.
When it comes to contacting consumers
after a natural disaster, what are your legal
obligations, what do your clients expect
and what is the right thing to do as a
compassionate business owner?
Here we take a look at some best practices to
help you navigate these muddy waters.

COLLECTOR 12.17

FROM A CLIENT PERSPECTIVE
Depending on the type of disaster that
has occurred, some of your collection
efforts may have to stop for a period of
time, while others may continue-albeit
modified. Your main goal is to not
further inconvenience consumers who
live in the affected areas.
First you need to clearly understand what
your clients expect. A few may have these
emergency communication expectations
spelled out formally in a contract or they
may proactively send over ZIP codes
that should be put on hold, but most
likely you'll need to do some research on
what's happening in the area, draft some
recommendations and reach out to discuss.
Large financial institutions may be well
versed in this exercise, but other entities, like
colleges and universities, will likely rely on
your expert opinion.
Doug Schultz, chairman of ContactRelief,
LLC, a company that advises call centers

27



Table of Contents for the Digital Edition of Collector - December 2017

President’s Page
Industry News
Best Practices
FYI
Collection Tips
Stronger Together
Taking a Layered Approach
Lines of Communication
Calendar
Honor Roll
Collective Intelligence
CFPB Issues Final Rule for Small Dollar Lending Market
Ask the Experts: Training Advice
Court Rules Voicemail is a “Communication" and Disclosing Name of Collection Agency Provides “Meaningful Disclosure” Under FDCPA
Compliance
ACA SearchPoint
Last Word
Collector - December 2017 - Cover1
Collector - December 2017 - Cover2
Collector - December 2017 - 1
Collector - December 2017 - 2
Collector - December 2017 - President’s Page
Collector - December 2017 - Industry News
Collector - December 2017 - 5
Collector - December 2017 - 6
Collector - December 2017 - 7
Collector - December 2017 - Best Practices
Collector - December 2017 - 9
Collector - December 2017 - FYI
Collector - December 2017 - 11
Collector - December 2017 - Collection Tips
Collector - December 2017 - 13
Collector - December 2017 - Stronger Together
Collector - December 2017 - 15
Collector - December 2017 - 16
Collector - December 2017 - 17
Collector - December 2017 - 18
Collector - December 2017 - 19
Collector - December 2017 - Taking a Layered Approach
Collector - December 2017 - 21
Collector - December 2017 - 22
Collector - December 2017 - 23
Collector - December 2017 - 24
Collector - December 2017 - 25
Collector - December 2017 - Lines of Communication
Collector - December 2017 - 27
Collector - December 2017 - 28
Collector - December 2017 - 29
Collector - December 2017 - 30
Collector - December 2017 - 31
Collector - December 2017 - 32
Collector - December 2017 - 33
Collector - December 2017 - Calendar
Collector - December 2017 - Honor Roll
Collector - December 2017 - Collective Intelligence
Collector - December 2017 - 37
Collector - December 2017 - CFPB Issues Final Rule for Small Dollar Lending Market
Collector - December 2017 - 39
Collector - December 2017 - Ask the Experts: Training Advice
Collector - December 2017 - 41
Collector - December 2017 - Court Rules Voicemail is a “Communication" and Disclosing Name of Collection Agency Provides “Meaningful Disclosure” Under FDCPA
Collector - December 2017 - 43
Collector - December 2017 - Compliance
Collector - December 2017 - 45
Collector - December 2017 - ACA SearchPoint
Collector - December 2017 - 47
Collector - December 2017 - Last Word
Collector - December 2017 - Cover3
Collector - December 2017 - Cover4
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