GETTING TO KNOW AMY MERTZ BROWN OF GURSTEL LAW FIRM
- Amy Mertz Brown is the type of person you never want to see across from you at the poker table. Anyone who says his or her greatest skill is “reading people,” is someone to be avoided when a deck of cards is in the room. But it’s a great skill for someone who, until recently, spent her career in public service, helping build the Consumer Financial Protection Bureau. Read on to learn more about Amy and how serendipity led her to the accounts receivable management industry. This series is sponsored by Applied Innovation.
WHY COLLECTORS WANT TO AVOID THE ‘FRIEND’ ZONE
- There are likely only two outcomes for every collection call. Either a collector creates a connection with a consumer or creates conflict. The goal, obviously, is to create a connection, because that is far more likely to result in a payment than creating conflict ever will. In this episode of “Training Bytes,” Mary Shores from Mary Shores Communications shares the five different zones that a collection call can progress through, and shares her tips for helping collectors keep their calls in the “connection” zone while avoiding the “conflict” zone, the “deception” zone, and the dreaded “friend” zone.
MASS. AG SETTLES LAWSUIT WITH STUDENT LOAN SERVICER
- The Attorney General of Massachusetts has announced a “first-of-its-kind” settlement with a student loan servicer that had been sued for allegedly engaging in unfair and deceptive practices that will require it to audit all 200,000 of its accounts in the state to determine if an error or misrepresentation was made and restore borrowers “to their rightful statuses” under a federal loan forgiveness program. If that is not possible, then the servicer — Pennsylvania Higher Education Assistance Agency (PHEAA) — must make monetary payments to borrowers.
GROUPS ASK FCC TO FIX APPARENT ERROR RELATED TO ORDER LIMITING CALLS TO LANDLINES WITHOUT CONSENT
- In a development that was first published at TCPAWorld.com, a coalition of trade groups, including ACA International, have asked the Federal Communications Commission to correct an apparent error that “inadvertently” imposes a prior written consent requirement on informational prerecorded or artificial voice calls to residential numbers.
UEJIO SAYS CFPB IS COMING FOR THOSE ‘WHO HAVE BEEN’ LAX IN RESPONDING TO CONSUMER COMPLAINTS
- Dave Uejio, the Acting Director of the Consumer Financial Protection Bureau has published another blog post, this time sharing the directions he has given to the agency’s Consumer Education and External Affairs unit, including calling out companies who “have been lax” in responding to consumer complaints in a timely fashion, and “aggressively rebuild[ing] and repair[ing] out relationships” with consumer advocacy groups.
WORTH NOTING: The CDC is now calling for people to wear two masks to reduce the spread of COVID-19 … You’ve likely seen the last of Cara Dune on “The Mandalorian” … Why you can’t find the cat filter that a Texas attorney made famous … What to do when you can’t trust a co-worker … What it costs to retire in every state … Fans of Hi-C can relax — McDonald’s is bringing back the drink … Salesforce is making some big changes to how its employees work … Why you need to stop feeling guilty if you feel lazy.
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How re-thinking can help you
The Daily Digest is sponsored by TCN. Today, contact centers need to do more with less. TCN’s cloud-based predictive dialing tools and services help clients to leverage the most sophisticated inbound, outbound, and blended calling technologies available. TCN’s award-winning platform offers multiple features to assist in compliance while improving performance with no hardware, no monthly minimums, or maintenance fees. Call 866-745-1900 or visit tcn.com today.
