Client Relationship Management Flashcards

In a champion/challenger arrangement, how does a creditor client usually decide which agency gets more future placements?

Answer: Comparing agency performance on similar placements against set KPIs

Clients split similar inventory between agencies and reward the better performer with more placements.

Which contract clause shifts liability to the agency for losses caused by its own FDCPA violations?

Answer: Indemnification clause

Indemnification requires one party to cover losses caused by its own acts or omissions.

A consumer disputes a debt in writing within the validation period. What should the agency do before resuming collection?

Answer: Pause collection and get verification from the client before resuming

Under the FDCPA, collection must stop until verification is mailed to the consumer, which requires the client's help.

What is a quarterly business review (QBR) mainly used for in client relationship management?

Answer: Reviewing performance, compliance, and strategy with the client to align on goals

QBRs are planned meetings to review results and plan improvements with the client.

An agency receives accounts as a secondary placement. What does this usually mean?

Answer: The accounts were already worked by another agency without full recovery

Secondary placements come after a primary agency's work, so recovery is harder and contingency rates are usually higher.

Which practice best protects client data an agency receives during onboarding?

Answer: Using encrypted transfer such as SFTP with role-based access controls

Encrypted transfer and least-privilege access meet common client security and GLBA requirements.

A client complains that collectors are too aggressive with its customers. What is the most appropriate agency response?

Answer: Review call recordings, address any issues found, and report findings to the client

Investigating with evidence and fixing problems protects consumers, the client's brand, and the relationship.