Client Relationship Management Flashcards

Under Regulation F, what is the presumed call frequency limit per debt?

Answer: 7 calls in 7 days, and no call within 7 days after a phone conversation

Reg F presumes compliance at no more than 7 call attempts in 7 days and no call within 7 days after a conversation about the debt.

Why should an agency give clients a compliance dashboard along with recovery reports?

Answer: It shows the client that recoveries are achieved without regulatory or reputational risk

Clients judge vendors on compliance as well as recoveries because they share the risk.

Which item is most important to define in a client service level agreement (SLA)?

Answer: Measurable standards like remittance timing, reporting frequency, and complaint response times

SLAs set measurable service commitments that both sides can track.

A client asks the agency to use a collection practice that would violate the FDCPA. What should the agency do?

Answer: Decline, explain the legal risk, and propose a compliant alternative

The agency remains liable under the FDCPA no matter what the client instructs.

What is 'forwarding' in the collection industry?

Answer: Referring accounts to an agency or attorney in another jurisdiction for collection or suit

Forwarding sends accounts to out-of-area agencies or attorneys, often through a forwarding network.

An agency's remittance to a client is late due to an internal error. What is the best way to keep the client's trust?

Answer: Notify the client quickly, explain the cause, remit right away, and describe the fix

Quick disclosure and correction show integrity and accountability.

Which KPI measures how often collectors actually reach the person who owes the debt?

Answer: Right-party contact (RPC) rate

RPC rate tracks successful contacts with the actual debtor or an authorized party.