Collector – November 2019 - 14
8 Collection Call Checkpoints
A classic checklist for both beginner and experienced collectors.
By Angela Czerlanis
hile there may never be a "perfect"
collection call, certain things
should happen every time. In
ACA International's new Essentials course,
we've reimagined the classic call checkpoints
to help keep your conversations compliant
and productive. The first two checkpoints
happen at the beginning of each call to
maintain compliance with your Fair Debt
Collection Practices Act obligations, but the
rest can unfold per your agency's guidelines.
1. VERIFY THE CONSUMER OR
Consumers and right-party contacts are
people with whom you may discuss a debt
without danger of compromising privacy.
Your company and clients will have
you verify a consumer's identity using a
combination of identifiers like full name,
partial Social Security number and address.
This is challenging! You are asking
people to give sensitive information
before they know who you are.
Many consumers are afraid
of identity theft. If the
party on the phone
will not verify
company's policies about having them visit
your website or place an inbound call to
confirm you are legitimate.
This checkpoint is a hard stop. If you
can't obtain verification, you can't continue
the call. Skip to Checkpoint 8.
2. IDENTIFY YOURSELF
Thank the party for providing
identification and then identify yourself
and provide the mini-Miranda disclosure.
The FDCPA requires you to disclose the
purpose of your call.
3. REQUEST PAYMENT IN FULL
This reminds the consumer of the total
amount due. Never overshadow the FDCPA
by demanding payment due within the
consumer's 30-day validation period.
It's time for you to stop talking and let the
consumer process your information. Let
the consumer break the silence after a few
ready to give
100% of your
to their answer.
The pause is an
important part of any
conversation. If neither
party stops for a moment to
think, you won't accomplish
5. ASK ABOUT AND
LISTEN FOR CHALLENGES
Did you hear clues about
the consumer's reason
for nonpayment? Ask
questions to learn more
about the circumstances
debt. This information will help you craft
payment plans. Did you hear a dispute or
request to cease communication? What
about bankruptcy information or attorney
involvement? Remember to clearly document
this information in the account notes and
follow your next FDCPA steps.
6. NEGOTIATE SOLUTIONS
Once you have obtained information that
is as full and complete as possible, give the
consumer reasonable choices for payment
options that are suitable for you and
the client. Again, never overshadow the
FDCPA validation period.
7. CONFIRM ARRANGEMENTS
If you've reached a payment agreement,
review all the information with the
consumer. Encourage them to take notes
and repeat the plan back to you to make sure
both of you understood each other. If you
didn't reach an agreement, tell the consumer
how you will follow-up (according to your
company and client policies).
8. CLOSE THE CALL
End the call as politely and professionally
as you began. Thank the consumer for
their time and information. Finish your
notes. Update any contact information
and other facts you learned about the
consumer and the debt.
You can use these checkpoints to track
your progress through your calls and
develop your flow. They are also a great
reminder of your compliance obligations.
Angela Czerlanis is ACA International's
compliance education specialist.
ACA International is celebrating its new
Essentials courses! To learn more, visit www.
Collector – November 2019
Table of Contents for the Digital Edition of Collector – November 2019
Do Your Policies Measure Up?
The Life-Changing Magic of Tidying Up Your Call Evaluations
The (Slow) Race to Clarify the TCPA
ACA’s LevelUp Leadership Experience
Lead the Next Generation Through Mentorship
Texas Tackles the TCPA
Never Give Up
A Resource Every Member Needs
Rising to the Top
Collector – November 2019 - Cover1
Collector – November 2019 - Cover2
Collector – November 2019 - 1
Collector – November 2019 - 2
Collector – November 2019 - 3
Collector – November 2019 - Upfront
Collector – November 2019 - 5
Collector – November 2019 - Industry News
Collector – November 2019 - 7
Collector – November 2019 - 8
Collector – November 2019 - 9
Collector – November 2019 - Best Practices
Collector – November 2019 - 11
Collector – November 2019 - FYI
Collector – November 2019 - 13
Collector – November 2019 - Collection Tips
Collector – November 2019 - 15
Collector – November 2019 - Do Your Policies Measure Up?
Collector – November 2019 - 17
Collector – November 2019 - 18
Collector – November 2019 - 19
Collector – November 2019 - The Life-Changing Magic of Tidying Up Your Call Evaluations
Collector – November 2019 - 21
Collector – November 2019 - 22
Collector – November 2019 - 23
Collector – November 2019 - The (Slow) Race to Clarify the TCPA
Collector – November 2019 - 25
Collector – November 2019 - 26
Collector – November 2019 - 27
Collector – November 2019 - 28
Collector – November 2019 - 29
Collector – November 2019 - 30
Collector – November 2019 - Honor Roll
Collector – November 2019 - Calendar
Collector – November 2019 - 33
Collector – November 2019 - Education Spotlight
Collector – November 2019 - 35
Collector – November 2019 - ACA’s LevelUp Leadership Experience
Collector – November 2019 - 37
Collector – November 2019 - Lead the Next Generation Through Mentorship
Collector – November 2019 - 39
Collector – November 2019 - Texas Tackles the TCPA
Collector – November 2019 - 41
Collector – November 2019 - Never Give Up
Collector – November 2019 - 43
Collector – November 2019 - A Resource Every Member Needs
Collector – November 2019 - 45
Collector – November 2019 - Rising to the Top
Collector – November 2019 - 47
Collector – November 2019 - ACA SearchPoint
Collector – November 2019 - Ad Index
Collector – November 2019 - Membership
Collector – November 2019 - 51
Collector – November 2019 - Last Word
Collector – November 2019 - Cover3
Collector – November 2019 - Cover4