Leadership & Team Management Flashcards

A manager is introducing a new collection software platform and staff resist the change. What is the best leadership approach?

Answer: Communicate the reasons, involve key users early, and provide training and support

Explaining why, involving users, and supporting them reduces resistance to change.

Which practice best supports a culture of compliance on a collection floor?

Answer: Leaders modeling compliant behavior and reinforcing it in coaching, scorecards, and incentives

Compliance culture is built when leadership models and rewards compliant conduct consistently.

A collector receives a consumer complaint alleging harassment. What should the manager do first?

Answer: Preserve the call recording and account notes and investigate per complaint policy

Preserving evidence and following the complaint procedure ensures a fair and compliant investigation.

When scheduling collectors, which factor most improves contact rates?

Answer: Aligning staffing with peak right-party contact times such as evenings and weekends within permitted hours

Matching staffing to when consumers are reachable, within FDCPA-permitted times, maximizes contacts.

Under Regulation F, how many call attempts within seven days to a person about a particular debt create a presumption of harassment?

Answer: More than seven

Reg F presumes a violation when a collector calls more than seven times within seven days about a particular debt.

Which is the best way for a manager to identify training needs on the team?

Answer: Analyze QA scores, compliance findings, and performance data to find skill gaps

Data-driven needs analysis targets training where gaps actually exist.

A manager praises a collector publicly for an excellent compliant hardship negotiation. What principle is being applied?

Answer: Positive reinforcement of desired behavior

Recognizing desired behavior increases the likelihood it will be repeated.