Communication & Stakeholder Engagement Flashcards

Under the FDCPA, unless the consumer agrees otherwise, which time window is presumed convenient for collection calls?

Answer: 8:00 a.m. to 9:00 p.m. consumer's local time

FDCPA Section 805(a)(1) presumes 8 a.m. to 9 p.m. at the consumer's location is convenient.

Regulation F presumes a debt collector violates call-frequency limits when it places more than how many calls within seven consecutive days about a particular debt?

Answer: Seven

Reg F's 7-in-7 rule presumes harassment after more than seven call attempts in seven days per debt.

After a collector has a telephone conversation with a consumer about a debt, how long must it generally wait before calling again about that debt under Regulation F?

Answer: Seven days

Reg F presumes a violation if the collector calls within seven days after a phone conversation about the debt.

A commercial customer's AP clerk keeps promising payment that never arrives. What is the most effective next communication step for a collection manager?

Answer: Escalate to the customer's controller or decision-maker with a documented payment commitment request

Escalating to someone with payment authority breaks the cycle of broken promises from a contact without authority.

Which communication technique best confirms a debtor's understanding of an agreed payment plan?

Answer: Summarizing the terms and asking the debtor to restate them

Paraphrasing and having the debtor restate terms verifies mutual understanding and reduces broken promises.

Under the FDCPA, a debt collector contacting a third party solely to obtain location information generally may NOT do which of the following?

Answer: State that the consumer owes a debt

Section 804 prohibits stating that the consumer owes any debt when seeking location information.

When the sales department wants to keep shipping to a customer who is 90 days past due, what should the collection manager do first?

Answer: Meet with sales to review the account's risk and agree on terms such as a credit hold or payment plan

Collaborating with sales on a shared, risk-based decision protects both revenue and receivables.