PCS Telephone Collection Communication 3

Question 1

A consumer uses profanity and becomes verbally abusive on the phone. What is the best course of action for the collector?

Accepted Answer

Calmly warn the consumer that the call will be ended if the behavior continues, then end it if it does

Answer

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?

Accepted Answer

Telling a neighbor that you are calling about a debt when trying to locate the consumer

Answer

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?

Accepted Answer

The frequency and timing pattern of outbound collection calls to a consumer

Answer

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?

Accepted Answer

Cease communication with the consumer and direct future contact to the attorney

Answer

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?

Accepted Answer

Acknowledge the claim, request proof of payment, and place collection activity on hold pending investigation

Answer

When a consumer claims prior payment, the professional response is to pause collection activity, request documentation, and investigate before proceeding.

(PCS) Professional Collection Specialist Practice Test

(PCS) Professional Collection Specialist Practice Test

PCS Telephone Collection Communication 3