PCS Telephone Collection Communication 3 — Questions and Answers
Question 1: A consumer uses profanity and becomes verbally abusive on the phone. What is the best course of action for the collector?
- Match the consumer's tone to regain control of the call
- Calmly warn the consumer that the call will be ended if the behavior continues, then end it if it does (Correct answer)
- Immediately report the consumer to law enforcement
- Place the consumer on hold indefinitely
Correct answer: Calmly warn the consumer that the call will be ended if the behavior continues, then end it if it does
Collectors should warn abusive consumers that the call will be terminated if behavior continues, then end the call professionally to maintain compliance and safety.
Question 2: Which of the following is an example of a prohibited third-party disclosure under the FDCPA?
- Telling the consumer's spouse the account balance when the spouse is a co-debtor
- Telling a neighbor that you are calling about a debt when trying to locate the consumer (Correct answer)
- Leaving a message with the consumer's adult child who lives in the same household
- Confirming the consumer's name to their attorney
Correct answer: Telling a neighbor that you are calling about a debt when trying to locate the consumer
Disclosing debt information to a third party such as a neighbor violates the FDCPA prohibition on unauthorized third-party disclosures.
Question 3: What does 'call cadence' refer to in professional collection operations?
- The tone of voice used during collection calls
- The frequency and timing pattern of outbound collection calls to a consumer (Correct answer)
- The legal script read at the beginning of each call
- The process of escalating a call to a supervisor
Correct answer: The frequency and timing pattern of outbound collection calls to a consumer
Call cadence describes the structured schedule of when and how often collectors attempt contact with consumers to maximize connection rates while remaining compliant.
Question 4: If a consumer says 'I need to speak with my attorney before discussing this,' what must the collector do?
- Explain the full debt details before ending the call
- Cease communication with the consumer and direct future contact to the attorney (Correct answer)
- Continue the call because attorney representation is not yet confirmed
- Call the attorney directly without the consumer's permission
Correct answer: Cease communication with the consumer and direct future contact to the attorney
Once a consumer invokes attorney representation, the FDCPA requires the collector to stop communicating directly with the consumer and contact only the attorney.
Question 5: Which approach best handles a consumer who claims the debt was already paid?
- Insist payment records show otherwise and demand immediate re-payment
- Acknowledge the claim, request proof of payment, and place collection activity on hold pending investigation (Correct answer)
- Continue collection efforts since the consumer has no documented proof
- Transfer the debt to another collector
Correct answer: Acknowledge the claim, request proof of payment, and place collection activity on hold pending investigation
When a consumer claims prior payment, the professional response is to pause collection activity, request documentation, and investigate before proceeding.
Question 6: The FDCPA's prohibition on 'oppressive' conduct primarily covers:
- Using formal legal language that confuses consumers
- Repeated calls intended to annoy, abuse, or harass the consumer (Correct answer)
- Offering payment plans without supervisor approval
- Calling consumers before 10 a.m. local time
Correct answer: Repeated calls intended to annoy, abuse, or harass the consumer
The FDCPA specifically prohibits conduct intended to harass, oppress, or abuse consumers, including repeated or continuous phone calls designed to annoy.
Question 7: When negotiating a payment arrangement by phone, what should a collector always do before ending the call?
- Transfer the consumer to a supervisor for approval
- Summarize the agreed terms clearly and confirm the consumer understands and accepts them (Correct answer)
- Immediately charge the first installment to the consumer's card
- Record the call without the consumer's knowledge
Correct answer: Summarize the agreed terms clearly and confirm the consumer understands and accepts them
Verbally confirming all terms before hanging up reduces misunderstandings and creates a clear record of what was agreed upon.
PCS Telephone Collection Communication 3
A consumer uses profanity and becomes verbally abusive on the phone.
What is the best course of action for the collector?