The Talk-Off: Recent Episodes

Mike Gibb

A weekly talk show for the accounts receivable management industry. A chance to discuss the trends and issues shaping the economy as a whole and their impact on the ARM industry.

Guests:
- Ari Derman, Harris & Harris
- Brent Yarborough, Maurice Wutscher

DISCUSSION TOPICS
- Compliance in the accounts receivable management industry seems like it’s more difficult than ever. Would you agree that the burdens being placed on you are tougher than they have been? What keeps you awake at night?
- Now that we’re a few months past the enactment of Regulation F, do you look back on that as a landmark period for the ARM industry? Like does it feel like the big deal it was meant to be? What will you remember most about that period?
- Hunstein caught the industry off-guard when it came out. Are there any cases/issues that you think could prove to be just as problematic for the industry?
- Since compliance is a part of every decision and every communication, how would you define the term? What does it mean to you?
- Something you read/watched/listened to and would recommend to the audience.

Guests:
- Michael Klutho, Bassford Remele
- Aaron Reiter, InterProse
- Brit Suttell, Barron & Newburger

DISCUSSION TOPICS
- Let’s talk about student loans. There have been reports released and calls for the President to cancel some or all of the outstanding student loan debt in America. Do you think this is a good idea? Will it help the economy and close the racial wealth gap as some think it would? Or is it just a band-aid that helps some people, but doesn’t address the problem of how much it costs to go to university? What do you think the impact of canceling some or all of outstanding student loans would have on the ARM industry?
- We have two attorneys and a service provider on the panel today. Each of you provides insight and advice to companies in the ARM industry. How well do the people you are advising take that information and make what you think is the right decision? How do you stop someone from making terribly bad decisions? Do you have to think of the bigger picture when advising a client, such as if a ruling or decision will impact the industry as a whole? (This makes me think of a line from “The Sum of All Fears” in which the director of the CIA says, “Senators don't like to be surprised. I always give them a hint of what it is I'm going to tell them, then I give them a little time to get used to it. Then I tell them.”
- None of us are running a collection agency, but we all have insights into how they are run. If you were suddenly put in charge of an agency, what is the first change you would make?
- Should employers be doing anything to help employees dealing with inflation?
- Something you have read/watched/listened to and would recommend to the audience.

Guests:
- Jack Gordon, WebRecon
- Mindy Chumbley, Solverity
- LaDonna Bohling

DISCUSSION TOPICS
- Americans are saving less money (https://www.foxbusiness.com/markets/inflation-savings-rate-consumer-spending) and people are dipping into their savings to pay for everyday items. What do you think this means for the ARM industry?
- What can companies in the ARM industry do to help sell their services to prospective customers. Which of these strategies would help most? (https://www.entrepreneur.com/article/425797)
- Nobody will argue that attention spans are getting shorter. How does that impact training and professional development for companies in the ARM industry?
- What are the best ways for companies to recognize top performers? (https://www.fastcompany.com/90755176/how-to-give-genuine-recognition-to-your-employees)
- Something you read/watched/listened to and would recommend

Guests:
- Debra Ciskey, CACi
- Tim Collins, InDebted
- Kelly Parsons-O'Brien, Pacific Credit Services

DISCUSSION TOPICS
- Let’s talk financial literacy. Using the results of this quiz (https://www.fastcompany.com/90754811/most-people-cant-answer-all-5-of-these-basic-financial-literacy-questions-can-you) let’s talk about whether collection agencies should be sharing financial education resources and information with consumers. Is that a job for a collector? Or is it best left to someone else? If a collector should be sharing information, what kind and where would he/she get it from? At the same time we can talk about the perils of financial stress (https://www.fastcompany.com/90754700/financial-stress-is-almost-universal-heres-how-it-affects-you-most) that affects just about everyone.
- Boomerang employees are apparently now a thing (https://www.accountsrecovery.net/2022/05/23/boomerang-employees-offer-new-hiring-pipeline/). Would you consider re-hiring someone who has left? Under what circumstances?
- The CEO of Shopify says working in an office does not provide a competitive advantage (https://fortune.com/2022/05/20/shopify-president-office-life-competitive-advantage-build-work-around-mission-not-headquarters/). Is he right? Why/why not?
- Why isn’t technology making us more productive? (https://www.nytimes.com/2022/05/24/business/technology-productivity-economy.html)
- Something you have watched/read/listened to and would recommend to the audience.

Guests:
- Joann Needleman, Clark Hill
- Chris Repholz, The CCS Companies
- Sara Woggerman, ARM Compliance Business Solutions

DISCUSSION TOPICS
- We’re closing in on the six-month anniversary of the enactment of Regulation F. Would you get it a present? Do you think it has had a positive or negative impact on collections?

Consumer payment trends have remained largely the same for the past few years (https://www.businessinsider.com/most-popular-payment-methods-in-the-us). For all the talk about agencies accepting payments via Venmo, PayPal, or cryptocurrency, do you see any changes to these trend points for the ARM industry in the next few years? Will debt continue to be the most popular payment method? Is there anything that needs to be done to make improvements?
We’re seeing attacks on a number of different types of debt at the state and federal level. Should companies be steering clear of those types of debt until we see some resolution? Are they more volatile than other types of debt?
During a webinar this week with the Better Business Bureau, one of the panelists told a story about an agency in the industry ignoring complaints that are filed with the BBB. Obviously, this is not something that any of you would recommend. But it's interesting to have the conversation about why companies in the ARM industry should be openly soliciting complaints from consumers. Do you think enough are doing that? What are some of the best ways companies can make sure that consumers know to start with them if they have an issue?
Something you read/watched/listened to and would recommend to the audience.

Guests:
- Rozanne Andersen, Finvi
- Michael Jeselnik, Carter-Young
- Michael Lamm, Corporate Advisory Solutions

DISCUSSION TOPICS
- Inflation isn’t being cited as an issue with consumers having money to pay their debts yet (https://www.accountsrecovery.net/2022/05/09/consumers-still-in-good-position-to-pay-debts-encore-ceo/). But there is a lot of talk about a recession coming. Do you think harder times are on the horizon for the ARM industry? Is there anything they can do to prepare?
- The CEO of Airbnb had some interesting thoughts about the future of the office (https://www.businessinsider.com/airbnb-ceo-brian-chesky-office-anachronistic-from-pre-digital-age-2022-5). One interesting thought exercise - if you could design a collection agency from the ground up, what would it look like? How would it be different than the agency of today?
- We’re closing in on the six-month anniversary of the enactment of Regulation F. Would you get it a present? Do you think it has had a positive or negative impact on collections?
- During a webinar I had on Monday, a lobbyist noted that all of the talk about the medical debt burden being placed on consumers has raised conversations about the burdens of other types of debt, like student loans. Do you think that there is a chance that all of this conversation and rhetoric could become a self-fulfilling prophecy in terms of seeing more laws and regulations governing different types of debt because of all the chatter?
- Something you have read/watched/listened to and would recommend to the audience.

Guests:
- Leslie Bender, Clark Hill
- Aaron Reiter, InterProse
- Jennifer Whipple, Collection Bureau Services

DISCUSSION TOPICS
- Let’s dive into the results of this financial wellness survey (https://www.fnbo.com/insights/newsroom/2022/fnbo-releases-data-from-2022-financial-wellness-survery/index.html). One-quarter of the participants said they have less than $1,000 in savings. 30% are making paying off debt a priority. 25% are getting financial advice from TikTok. What are your takeaways from this information? What surprised you?
- During a webinar I hosted this week, two-third of those who were watching said they are not communicating via text messaging with consumers. Why do you think there is still such a reluctance to engage with consumers via text? What is it going to take to change the minds of people in this industry?
- Empathy from leaders is now a “strategic imperative” (https://youtu.be/5uN4ImhAj7E). Is it easy for leaders in the ARM industry to show empathy because it’s such an important component of success? What are some ways people can show empathy in and around their offices?
- From this report (https://www.census.gov/library/stories/2021/08/student-debt-weighed-heavily-on-millions-even-before-pandemic.html) comes this data point: Of those with student loans, about 23 million (69%) had at least one additional type of debt like credit card, vehicle or medical. How do you collect from someone who may have other debts in collection? How do you convince them to make your debt the priority? How do you decide what’s in the consumer’s best interest?
- Something you have read/watched/listened to and would recommend to the audience.

Guests:
- Katie Borchers, Beyond Green Solutions
- Jack Gordon, WebRecon
- Katherine O'Brien, United Holding Group

DISCUSSION TOPICS
- A survey revealed the extent to which employees want hybrid work schedules (https://www.accountsrecovery.net/2022/04/22/survey-reveals-employees-want-hybrid-work-schedules/). For how long do you think this will be a topic? We went from in the office all the time to home all the time to now who knows. Will we ever see certainty again? How can companies manage themselves without knowing who is going to be working where?
- As a group of people who own or work at small companies, what are the benefits you see to working there instead of at larger companies?
- There are a lot of signs that economic turmoil are on the horizon (https://www.marketwatch.com/story/fed-may-need-to-be-even-more-aggressive-fighting-inflation-as-u-s-household-cash-exceeds-debt-for-first-time-in-three-decades-warns-deutsche-bank-11650474606?mod=home-page). What should people be doing to prepare for the rainy days ahead?
- In honor of Elon Musk buying Twitter, if you could buy any company in the world which would you choose and why?
- Why do you think the CFPB chose not to mention anything about how the complaints it cited in its report on medical debts (https://www.accountsrecovery.net/2022/04/21/cfpb-report-analyzes-consumer-complaints-on-medical-debts-some-feel-forced-to-pay-debts-not-owed/) were responded to by the companies being complained about?
- Something you watched/read/listened to and would recommend to the audience

Guests:
- Dennis Barton, Barton Law Group
- Jeff DiMatteo, American Profit Recovery
- Caren Enloe, Smith Debnam

DISCUSSION TOPICS
- The big news of the week is the White House’s announcement about the medical debt burden and its attempt to protect consumers (https://www.accountsrecovery.net/2022/04/12/white-house-announces-medical-debt-crackdown/). Do you think this will work? Are the days of medical debt collection numbered?

Banks are getting a bad grade at providing personalized service to their customers (https://www.businessinsider.com/report-finds-that-bank-customers-are-dissatisfied-with-personalization-2022-4). How important is it for companies in the ARM industry to provide personalized service? Banks are being called out for not using the data they have to bolster the customer experience. How can collection companies accomplish that?
Bad reviews might not be bad for your business (https://www.fastcompany.com/90739993/bad-reviews-what-to-do). Is this good news for companies in the ARM industry?
Americans are being called out for being bad at taking time off (https://www.washingtonpost.com/business/2022/04/07/why-americans-dont-take-time-off-work/). Is it bad to be bad at taking time off? Is it really such a bad thing?
Something you read/watched/listened to and would recommend to the audience.

Guests:
- Ashley Campanella, Arbeit
- Patrick Newman, Bassford Remele
- William Marohn, Tobin & Marohn

DISCUSSION TOPICS
- The California legislature is considering a bill to lower the work week to 32 hours and require overtime for anyone working more than that (https://www.foxbusiness.com/politics/california-lawmakers-consider-4-day-work-week). Other than maybe making California a less-appealing place to run a business, what does this mean for companies in the ARM industry? Should they buy into the eventual reality of the four-day workweek?

Companies are pulling out all the stops to try and convince and persuade people to come back to the office. But a poll revealed that the number one reason why people like going back to the office is to socialize with their co-workers (https://fortune.com/2022/04/13/return-to-office-work-friend-pizza-party-fomo-concerts-socializing/). Does this mean companies can abandon all the bells and whistles in favor of a regular happy hour to keep employees happy?
We all have a personal brand (https://www.entrepreneur.com/article/422990). Is it important to cultivate that brand and be perceived as a thought leader or subject-matter expert? How can people in the ARM industry accomplish that?
Something you have read/watched/listened to and would recommend to the audience

Guests:
- Michael Jeselnik, Carter-Young
- Melissa Nash, Checkmark Collections
- Harry Strausser, Applied Innovation

DISCUSSION TOPICS
- During a webinar this week, leaders from ACA International, National Creditors Bar Association, and RMA International talked about the importance of people in the industry getting involved and proactively trying to meet and establish relationships with lawmakers and regulators. Is that easier said than done? How do you go about it? People may say, “I’m just one person. What kind of impact can I have on a lawmaker?” How would you answer that question?
- In a McKinsey study (https://www.mckinsey.com/industries/healthcare-systems-and-services/our-insights/returning-to-work-keys-to-a-psychologically-safer-workplace) of more than 2,900 people last year, one-third of those who had just returned to the office said going back had negatively affected their mental health. The will-they-won’t-they saga of office reopenings hasn’t helped, making it tough to prepare for a new routine. Supervisors are finding that they are called on to help people navigate personal challenges, whether or not they have the training to do so. How should companies be training supervisors?
- The government has extended the student loan payment moratorium for four more months (https://www.accountsrecovery.net/2022/04/06/white-house-to-extend-student-loan-payment-moratorium-until-september/). Is this a good thing or a bad thing for the industry?
- What is the best way to write a job description for a job in the ARM industry? (https://www.fastcompany.com/90736047/7-things-companies-get-wrong-when-writing-job-descriptions)
- Something you have read/watched/listened to and would recommend to the audience.

Guests:
- Mindy Chumbley, Solverity
- Heath Morgan, Malone Frost Martin
- Lauren Valenzuela, Actuate Law

DISCUSSION TOPICS
- Overall consumer pessimism is at its lowest point since before the pandemic. And people are expecting things to get worse (https://www.marketwatch.com/story/high-u-s-inflation-leaves-consumer-sentiment-stuck-at-almost-11-year-low-11648217381?mod=home-page). What do you think this means for the ARM industry?
- Rohit Chopra has gone on record saying that regulators will be taking harder stances against repeat offenders, and some companies may risk losing their license(https://www.accountsrecovery.net/2022/03/29/repeat-violators-risk-losing-licenses-chopra-warns/). How worried should the ARM industry be over these remarks?
- A state AG has forced a healthcare provider to start using a collection agency after it was accused of sending threatening letters(https://www.accountsrecovery.net/2022/03/28/vermont-ag-settles-with-healthcare-provider-over-threatening-letters-sent-to-patients/). Is there a way for companies in the ARM industry to use this news as a way to win more business?
- Many companies are experimenting with hybrid work instead of fully remote or 100% back in the office (https://www.theguardian.com/us-news/2022/mar/29/hybrid-work-experiment-post-pandemic). Do you think this model could work in the ARM industry? Do you see the industry going back to fully in the office? When? Do the layout of collection agencies need to change in the wake of more companies allowing employees to work a hybrid schedule?
- The amount that people are tipping is dropping (https://www.foxbusiness.com/lifestyle/tips-shrink-inflation-covid-ends). Are you tipping less? Why do you think this is?
- Something you have read/watched/listened to and would recommend to the audience.

Guests:
- Michael Klutho, Bassford Remele
- Sara Woggerman, ARM Compliance Business Solutions

DISCUSSION TOPIC
- I found the data in this presentation to be very interesting (https://www.accountsrecovery.net/2022/03/21/speech-analytics-and-collector-survey-details-how-reg-f-has-changed-collections/). What other tests/surveys should collectors be doing to assess the impact of Regulation F on their operation?
- A new negotiation tactic is being promoted (https://www.businessinsider.com/split-the-pie-book-how-to-negotiate-tactics-barry-nalebuff-2022-3). Are there implications for the ARM industry and negotiating debt payments with consumers?
- We talk a lot about the bad actors causing many of the problems for the legitimate companies in the ARM industry. Why do the bad actors (example here: https://www.accountsrecovery.net/2022/03/17/non-profit-sues-companies-for-allegedly-engaging-in-sewer-service/) think they can get away with it? In today’s world of nothing staying private, how can these types of companies think they can fly under the radar?
- How should collection agencies be training collectors to answer questions about the new medical debt credit reporting requirements?
- Are you for or against Netflix charging you for sharing your password with other people (https://www.npr.org/2022/03/17/1087133199/netflix-plans-to-start-charging-for-password-sharing-and-customers-arent-happy)
- Something you have read/watched/listened to and would recommend

Guests:
- Jay Gonsalves, Action Collection Agencies
- Mark Neeb, Freede
- Rick Perr, Kaufman Dolowich & Voluck

DISCUSSION TOPICS
- Report from Ignite Conference in Las Vegas (Mark and Mike)
- First, it was COVID. Now, rising gas prices are keeping employees from going back to work (https://www.foxbusiness.com/lifestyle/will-rising-gas-costs-impact-return-to-work). How can companies bring people back to the office while still being sensitive to inflation and rising gas prices?
- Given the issues going on at the Internal Revenue Service (https://www.cnn.com/2022/03/09/success/frustrations-tax-filing/index.html), should companies in the ARM industry be putting as much emphasis as usual on income tax season?
- Is there a way for smaller-sized collection agencies to succeed? Or is the consolidation of the industry going to mean the death of the small agency?
- The National Consumer Law Center has called for a ban on placing medical debts with collection agencies (https://www.accountsrecovery.net/2022/03/15/nclc-calls-for-ban-on-placing-medical-debt-with-third-party-agencies/). On top of the reports the CFPB (https://www.accountsrecovery.net/2022/03/02/cfpb-publishes-report-on-credit-reporting-and-medical-debts-vows-to-take-action-against-questionable-medical-bills/) and Kaiser Family Foundation (https://www.accountsrecovery.net/2022/03/11/new-report-pegs-unpaid-medical-debts-at-195b/) have recently issued, what should the ARM industry be doing?
- Something you have read/watched/listened to and would recommend to the audience?

Guests:
- LaDonna Bohling
- Michael Jeselnik, Carter-Young
- Aaron Reiter, InterProse

DISCUSSION TOPICS
- The average tax return is 15% higher this year than last year. While it is still early in tax season, does this match with what you are seeing? People had been expecting tax season to be less bountiful as previous years, but that might not be the case. How should companies in the ARM industry be trying to take advantage of this?
- 50% of employees would rather have access to unlimited PTO then earning a higher salary (https://fortune.com/2022/03/03/unlimited-paid-time-off-is-more-popular-than-salary/). Should companies be taking advantage of this? What are the pros and cons to offering unlimited PTO?
- Do you think rising gas prices and other inflation-related increases will leave people with less money to pay their debts?
- We’re in the middle of National Consumer Protection Week. Many law enforcement agencies are publishing tips and ideas to help consumers from being scammed. Reading some of the tips on this list (https://www.justice.gov/usao-wdnc/pr/us-attorneys-office-kicks-national-consumer-protection-week) — ignore unknown callers and block numbers, don’t give out personal or financial information, etc. - how can companies in the ARM industry ensure they do not look like a scammer when attempting to contact a consumer?
- Something you have read/watched/listened to and would recommend to the audience

Guests:
- Jeff DiMatteo, American Profit Recovery
- Michael Lamm, Corporate Advisory Solutions
- Chris Repholz, The CCS Companies

DISCUSSION TOPICS
- Michael Lamm - recap from C-100
- What defines “aggressive” collections? UDAAP deals with Unfair, Deceptive, and Abusive, and the FDCPA covers harassing behavior, but what does it mean when someone is collecting aggressively? (https://www.accountsrecovery.net/2022/02/25/wash-ag-sues-hospitals-over-aggressive-collection-efforts/). Is this something the industry should be worried about?
- Ending up in debt collection the fourth-most popular financial regret among consumers, behind not starting a retirement plan, not paying attention to their credit score, and buying cheap goods. What is your biggest financial worry? Is there any way for data like this to influence collection strategies?
- What is the best piece of advice you have ever received and what is the story behind it?
- Given all the increased attention being paid to credit reporting disputes, do you think the value of credit reporting has been diminished in recent months over fears of increased regulatory scrutiny?
- Something you read/watched/listened to and would recommend to the audience.

Guests:
- Beth Conklin, State Collection Service
- Bill Marohn, Tobin & Marohn
- John Redding, Alston & Bird

DISCUSSION TOPICS
- A lot of employees say they are considering quitting their jobs if their values don’t align with the values of their employers (https://www.foxbusiness.com/lifestyle/4-reasons-why-many-americans-are-quitting-their-jobs). How can companies, especially those in the ARM industry make sure that the expectations of employees are in sync with the company’s direction and culture?
- There are a lot of variables and components of income tax season that are different this year than they have ever been (https://www.accountsrecovery.net/2022/02/22/trying-to-read-the-tax-season-tea-leaves/). How should companies be adapting their collection strategies to not miss out on income tax season?
- Psychologists say that almost everyone uses some form of deception to get a job (https://www.nytimes.com/2022/02/17/business/jobs-hiring-fraud.html). Even resumes are being singled out for not being helpful (https://www.bloomberg.com/news/articles/2022-02-21/removing-work-r-sum-s-from-job-hiring-process-can-improve-candidate-diversity?srnd=premium) Is this something companies need to be mindful of in the hiring process?
- There are movie directors who let actors improvise and make changes to their lines and there are directors who want actors to read exactly what is written. When it comes to collection calls, is one strategy better than the other?
- Something you read/watched/listened to and would recommend to the audience.

Guests:
- Jim Beck, MRS BPO
- Misty Carson, MRS BPO
- Kelly Feoli, MRS BPO

Guests:
- Caren Enloe, Smith Debnam
- Jack Gordon, WebRecon
- Brit Suttell, Barron & Newburger

DISCUSSION TOPICS
- The Eleventh Circuit will hear arguments in the Hunstein case next Tuesday. What should the industry be on the lookout for during and after the hearing?
- A panel of consumer attorneys told a webinar audience this week that all they have to do is follow what the FDCPA and CFPB say to do in order to not get sued. This means, for example, not messing around with the Model Validation Notice. Hearing that, why would companies make the decision to make changes to the MVN?
- Cultivating empathy has been identified as a a key skill to being a good leader (https://www.entrepreneur.com/article/413324). People working in the ARM industry are taught the importance of empathy from Day One on the job. Does that mean that most in this industry would make good leaders?
- The key to The Great Resignation is paying people fairly, according to one expert (https://fortune.com/2022/02/10/the-best-way-to-show-your-employees-respect/). And inflation is actually hurting wages (https://www.foxbusiness.com/economy/hottest-inflation-in-40-years-eating-away-at-americans-wage-gains). Should companies in the ARM industry be adjusting their business models to account for this changing dynamic?
- What have you found is the best way to promote yourself on social media? (https://www.fastcompany.com/90719543/7-ways-to-promote-yourself-on-social-media-without-bragging)
- Something you have watched/read/listened to and would recommend to the audience

Guests:
- Jeff DiMatteo, American Profit Recovery
- Michael Lamm, Corporate Advisory Solutions
- Brit Suttell, Barron & Newburger

DISCUSSION TOPICS
- I’ve written a couple of stories this week about consumer payment trends (https://www.accountsrecovery.net/2022/01/31/consumers-continue-abandoning-cash-checks-for-digital-payment-options/). Do you think the ARM industry is being proactive enough on this front? Consumers are using Venmo and other digital payment platforms, but many collectors are shying away from using them.
- Many companies in the ARM industry have had problems getting applicants to show up for virtual or in-person job interviews. Is there anything that can be done to get people to show up for their interviews?
- The National Association of Consumer Advocates is arguing that the statutory penalties under the FDCPA and FCRA should be increased because they have not kept pace with inflation (https://www.accountsrecovery.net/2022/01/14/naca-calls-for-fdcpa-fcra-penalties-to-be-increased/). What do you think?
- Now that there are signs that people who use Buy Now, Pay Later services are starting to miss their payments (https://www.accountsrecovery.net/2022/01/24/bnpl-continues-to-grow-as-more-consumers-start-missing-payments/), do you think this is a good market for the ARM industry to explore for possible business opportunities?
- A lawsuit has been filed in New York seeking to allow trained volunteers to help individuals who have been sued in debt collection lawsuits (https://www.accountsrecovery.net/2022/01/26/group-sues-n-y-to-allow-non-lawyer-volunteers-to-represent-consumers-in-collection-suits/). Do you think this is a good idea or a bad idea?
- If someone butt dialed you, would you listen to the whole message, including the part after you realized it was a butt dial?
- Something you read/watched/listened to and would recommend to the audience.

Guests:
- Rozanne Andersen, Finvi
- John Bedard, Bedard Law Group
- Irene Hoheusle, Account Recovery Specialists

DISCUSSION TOPICS
- Workplace rudeness is on the rise and becoming more of a problem, especially in hybrid/remote work situations (https://www.fastcompany.com/90714691/youre-not-imagining-it-people-are-more-rude-at-work-here-are-4-ways-to-fight-it). What should companies be doing about it?
- Now that there are signs that people who use Buy Now, Pay Later services are starting to miss their payments (https://www.accountsrecovery.net/2022/01/24/bnpl-continues-to-grow-as-more-consumers-start-missing-payments/), do you think this is a good market for the ARM industry to explore for possible business opportunities?
- The National Association of Consumer Advocates is arguing that the statutory penalties under the FDCPA and FCRA should be increased because they have not kept pace with inflation (https://www.accountsrecovery.net/2022/01/14/naca-calls-for-fdcpa-fcra-penalties-to-be-increased/). What do you think?
- A lawsuit has been filed in New York seeking to allow trained volunteers to help individuals who have been sued in debt collection lawsuits (https://www.accountsrecovery.net/2022/01/26/group-sues-n-y-to-allow-non-lawyer-volunteers-to-represent-consumers-in-collection-suits/). Do you think this is a good idea or a bad idea?
- Is it ok to listen to a butt dial message?
- Something you watched/heard/read that you would recommend to the audience.

Guests:
- Patrick Newman, Bassford Remele
- Katherine O'Brien, United Holding Group
- Aaron Reiter, InterProse

DISCUSSION TOPICS
- I recently published an article, sharing some of the goals that people in the industry have set for themselves and their companies in 2022 (https://www.accountsrecovery.net/2022/01/18/industry-vets-share-their-goals-for-2022/). What are your goals? What should the industry’s goals be?

The average consumer worries about money six times a day (https://www.accountsrecovery.net/2022/01/17/consumers-worry-about-money-6-times-a-day-survey/). How should the industry take that into account when attempting to collect debts? Sidebar: A lot of people said they would give up things like sex or drinking alcohol if they could retire right now. What would you give up to be able to retire?
Would you cover a $46 bill at Starbucks to keep a pay-it-forward streak going? (https://www.foxnews.com/lifestyle/starbucks-customer-breaks-23-car-pay-forward-streak)
What are your thoughts about the CFPB’s medical debt bulletin (https://www.accountsrecovery.net/2022/01/14/cfpb-warns-medical-debt-collectors-about-not-complying-with-no-surprises-act/). Is this a precursor to enforcement actions?
One-in-three companies is boosting its salaries this year (https://www.usatoday.com/story/money/2022/01/13/jobs-pay-raises-salary-employers-2022/9186674002/). What does that mean for companies in the ARM industry and their business models?
Something you have read/watched/listened to and would recommend.

Guests:
- Dennis Barton, The Barton Law Group
- Beth Conklin, State Collection Service
- Harry Strausser, Applied Innovation

DISCUSSION TOPICS
- Collector.Live! 2022 — Why is this such an important event for the industry? Why do you choose to participate? Why should companies sign up? Why is it important to get additional outside training to help collectors?
- COVID is running rampant across the country and across the ARM industry. Do you think companies are doing a better job of managing the situation now than they did in the past? Are there any long-term changes that are going to occur in the ARM industry as a result of COVID?
- The IRS is going to start accepting income tax returns 17 days earlier than usual. Will this have any impact on the ARM industry? The IRS is also worried about other challenges, such as people reporting the correct amounts because of funds that may have been received through the Economic Impact Payment or Child Tax Credit. What impact do you think that will have on tax season for the ARM industry?
- There is a debate online about whether it is ok to use a gift card when leaving a tip for a server/waitstaff. What are your thoughts? Should companies in the ARM industry take payments via gift cards?
- Something that you read/watched/listened to and would recommend to the audience.

Guests:
- Leslie Bender, Clark Hill
- Ashley Campanella, Arbeit
- Mary Shores, Mary Shores Communications

DISCUSSION TOPICS
- Any New Year’s resolutions you want to share? If the industry were going to make New Year’s resolutions, what would they be?

Companies are giving out COVID rapid tests as a perk/benefit (https://fortune.com/2021/12/30/at-home-rapid-covid-tests-free-employees-google-kroger-tiaa-goldman-sachs/). What do you think about this idea? Would it be a good idea for companies in the ARM industry to follow suit?
Should companies be pivoting back to allowing employees to work from home, in the wake of the rising number of COVID cases?
Do you think the staffing/labor issues that many companies in the industry have had in recent months will continue into 2022? Why/why not?
Collector.Live! 2022 — Why is this such an important event for the industry? Why do you choose to participate? Why should companies sign up?
Given the continuing stats about people leaving the workforce – should/could we talk about why/how we see the role of a debt collector as a problem solver / helping professional – and some ideas about how to cultivate a culture of debt collector AS consumers’ helper?
Something you have watched/read/listened to and would recommend.

Guests:
- LaDonna Bohling
- Joann Needleman, Clark Hill
- Ken Peck, Valor Intelligent Processing

DISCUSSION TOPICS
- What will you remember 2021 for when you look back on this year? What are you most looking forward to in 2022?
- One-fifth of patients would rather go to the DMV than try to pay a medical bill online (https://www.accountsrecovery.net/2021/12/20/data-details-disturbing-trend-for-healthcare-providers/). What can the ARM industry do to make paying bills online easier? Where are the friction points? Where are there opportunities for improvement?
- There are published reports that Boomers are responsible for the labor shortage (https://www.cnn.com/2021/12/18/business/labor-shortage-boomers-millennials-nightcap/index.html). But collection agencies are still having a difficult time finding new employees. Why do you think that is?
- Is this time of year a good time to try and collect? Or should collectors wait until after the holidays are over?
- Something you have read/watched/listened to and would recommend to the audience.

Guests:
- Michael Lamm, Corporate Advisory Solutions
- Harry Strausser, Applied Innovation
- Brit Suttell, Barron & Newburger

DISCUSSION TOPICS
- How to make sense of the fact that companies are still having a hard time finding employees, at a time when savings among consumers are dwindling (https://www.accountsrecovery.net/2021/12/14/financial-cushions-for-americans-getting-thinner-heading-into-2022/). How are people surviving? What happens once they have to start repaying their student loans again (https://www.accountsrecovery.net/2021/12/10/lawmakers-ramping-up-calls-to-extend-student-loan-payment-moratorium/)?
- Companies are giving up on bringing employees back to work, claims this article (https://www.axios.com/post-pandemic-future-of-work-hybrid-mystery-742f87a2-7771-4433-90ec-f1d8202be905.html) at the same time that calls to reshape the 9-to-5 workday (https://www.npr.org/2021/12/13/1062991645/out-of-office-author-ann-helen-petersen) are being made. How do these trends reconcile with one another? Can include information from this survey, too (https://www.fastcompany.com/90703579/we-surveyed-6000-employees-about-the-future-of-work-heres-what-they-want).
- The federal government issued an Executive Order to improve its customer experience (https://www.whitehouse.gov/briefing-room/presidential-actions/2021/12/13/executive-order-on-transforming-federal-customer-experience-and-service-delivery-to-rebuild-trust-in-government/?utm_content=191188381&utm_medium=social&utm_source=linkedin&hss_channel=lcp-59730). How can companies in the ARM industry improve their customer experience?
- How should companies be celebrating the holiday season? What holiday tradition do you look forward to the most every year?
- Something you have read/watched/listened to and would recommend.

Guests:
- Judd Peak, Capital Accounts
- William Marohn, Tobin & Marohn
- Katie Zugsay, Finexus Insurance Agency

Topics:
DISCUSSION TOPICS
- A newspaper in New York has called on the state legislature to enact a licensing law as a means of protecting consumers. Is there any data to substantiate that claim? Are consumers better protected in states with licensing laws? It seems to me that if you're going to try and scam someone, you probably didn't stop to get your license on the way.

More Americans are feeling pessimistic about their financial futures (https://www.accountsrecovery.net/2021/12/03/encore-capital-survey-details-negative-financial-outlook-for-consumers/). As we head into income tax season, what do you think that means for the ARM industry?
A lot of the mainstream media is picking up the "collectors are going to use social media to collect from you" scent. What should collectors say if a consumer asks them about it on a collection call? Should agencies be proactively reaching out to their local media to try and educate them about the rule?
One company in the U.K. is giving employees total flexibility over their work schedules (https://www.fastcompany.com/90700780/this-company-gives-employees-total-flexibility-over-their-schedules). Do you think that is something that would work here in the United States?
Something you read/watched/listened to and would recommend.

Guests:
- Katie Borchers, Beyond Green Solutions
- Tim Collins, InDebted
- Michael Jeselnik, Carter-Young

Topics:
DISCUSSION TOPICS
- Has the enactment of Regulation F been anticlimactic on some level? Months were spent getting ready for it, yet the first couple days seem to have been underwhelming. Is that how you feel? Maybe underwhelming is a good thing.
- Was anyone else disappointed that there was no fanfare of any kind from the CFPB to mark the enactment of Regulation F?
- During a webinar, an owner of a collection agency said he expected that there would likely be something that was missed inside his shop with respect to complying with Regulation F. What do you think is the most likely area where something may have been overlooked?
- Do you think the 2022 tax season will be better or worse than previous years?
- What area of their development do collectors need the most help? What is the part of the job in which collectors tend to struggle the most?
- Something you have read/watched/heard or something you are thankful for.

Guests:
- Beth Conklin - State Collection Service
- Jack Gordon - WebRecon
- Heath Morgan - Malone Frost Martin
- Chris Repholz - The CCS Companies

Topics:
DISCUSSION TOPICS
- Training collectors on Regulation F. Are you finding that collectors are ready for next week? What do you think is going to be the biggest problem area for collectors once Regulation F goes into effect? How should agencies be untraining collectors after they have spent years learning a certain way to do things?
- More companies are embracing the four-day workweek (https://www.nytimes.com/2021/11/23/business/dealbook/four-day-workweek.html). What are the pros and cons for the ARM industry?
- Is networking still as important today as it was in the past? What are some of your tips for being a successful networker (https://www.cnn.com/2021/11/16/success/network-get-job-feseries/index.html)
- Compliance has become a competitive differentiator in the ARM industry; companies are using their approach or legal record as a tool to win new business. How should companies incorporate their compliance with Regulation F into that discussion?
- Something you have read/watched/heard or something you are thankful for.

Guests:
- Caren Enloe, Smith Debnam
- Melissa Nash, Checkmark Collections
- Rick Perr, Kaufman Dolowich & Voluck

Topics:
- An update on Hunstein v. Preferred Management & Collection Services
- As November 30 approaches, looking back on the past eight years — from when the CFPB announced its plan to issue a debt collection rule — what has been the biggest surprise to you? What will you remember most about the rulemaking process and preparing for Regulation F's enactment?
- Scientists have identified a link between lying and technology (https://www.fastcompany.com/90695650/science-reveals-the-fascinating-link-between-lying-and-technology). How does this impact interactions between consumers and collectors? If people are more likely to lie on the phone than they are over email, should collectors focus more on communicating via email?
- A survey revealed that 88% of people think the holidays is the most stressful time of the year (https://www.businessinsider.com/manager-can-support-stressed-out-workers-during-holidays-2021-11). What should companies in the ARM industry be doing to help their employees manage that stress? Is it worse this year?
- Something you have watched/listened to/read that you would recommend to the audience

Guests:
- Rozanne Andersen, Finvi
- Misty Carson, MRS BPO
- Michael Lamm, Corporate Advisory Solutions
- Harry Strausser, Applied Innovation

Topics:
- Corporate Advisory Solutions' 3Q newsletter is out. Michael Lamm will share the highlights, followed by a discussion on the state of the ARM industry and M&A activity. Will consolidation continue? Is that a good thing?
- The perks that job seekers are most interested in today. How can companies in the ARM industry continue to attract top talent? Is it getting harder?
- Today is Veteran's Day. How can companies in the ARM industry pay tribute and celebrate this important day?
- We saw a lot of talk about Aaron Rodger's comments regarding his vaccination status as well as reports that employees would report coworkers for violating vaccine mandates. How can and should companies walk this tightrope?

Guests:
- LaDonna Bohling
- Jack Gordon, WebRecon
- Stefanie Jackman, Ballard Spahr

Topics:
DISCUSSION TOPICS
- A new survey indicates that only 68% of people are satisfied in their jobs, down from 84% a year ago. Why do you think that is? What should companies in the ARM industry be doing to keep that number as high as possible?
- I have heard a number of accounts from people who have not yet started getting ready for the enactment of Regulation F. Why do you think that is? What can they do about it at this point? Can they get ready in time?
- Rohit Chopra is making quite the impression during his first month as Director of the CFPB. What do you think of what he has done/said so far and what do you think it means for the ARM industry?
- Everyone has been seen or heard the news about what happened with Alec Baldwin accidentally killing a crew member on the set of a movie. One of the lessons that may may emerge from this tragedy is questioning the status quo. Too often, we follow the "if it's not broken, don't fix it," mentality, even though there might be a better way of doing things. How can companies force themselves to be open to new ideas and ways of thinking?
- Something you saw/heard/watched and would recommend.

Guests:
- Katherine O'Brien, United Holding Group
- Aaron Reiter, InterProse
- Nathan Willner, NCBA

Topics:
- It's been a week since the new Hunstein decision was released. How has your initial reaction to the new ruling changed in the past 7 days? Do you think the outcome of this particular case will have any impact on the thousands of Hunstein lawsuits that have been filed across the country?
- Recapping Rohit Chopra's appearances before the House Financial Services Committee and the Senate Banking Committee. Is anyone surprised by how his first month on the job has gone?
- What should the industry make of this statistic? 33% of workers (both part- and full-time) who get health insurance through their employer would be very or somewhat likely to quit if that weren’t the case. (https://qz.com/2082849/one-in-three-americans-would-quit-if-it-wasnt-for-healthcare/amp/). Why are people leaving and how can companies keep that from happening? - Constant notifications are making us too anxious (https://www.theguardian.com/lifeandstyle/2021/nov/01/phones-texting-anxiety-messages-communication). What should we do about it?
- Something you have read/watched/heard and would recommend to your peers and colleagues.

Guests:
- Dennis Barton, Barton Law Group
- Scott Morris, Tromberg Morris & Poulin

Discussion Topics:
- Recapping NCBA's Fall Conference
- How can people be sure they are getting good advice when they get a referral for a product or service?
- Why are people in certain states more likely to complain or dispute or sue than people in other states
- Do you think it's going to be easier or harder for collection attorneys to comply with Regulation F than it is for collection agencies?
- Something you have seen/read/heard and want to recommend to our audience.

Guests:
- Ashley Campanella, Arbeit
- Michael Lamm, Corporate Advisory Solutions
- Patrick Newman, Bassford Remele

TOPICS:
- How will the ARM industry feel the impact of the CFPB's new director?
- What are some of the ways that companies in the ARM industry support their clients without coming close to crossing the line of pay-to-play?
- Consumers are angrier now than they may have ever been, and workers are not standing for it. Are you seeing this dynamic in the ARM industry and what can be done about it?
- How can you make sure that what you say today won't come back and bite you 10 years from now?