4 Considerations and 13 Steps to Support Compliant Consumer Email Communication

This article first appeared on the Ontario Systems Blog and is republished here with permission.

Your collector is on the phone with a consumer. The conversation is going well. And then the consumer asks if your collector could shoot him an email explaining the payment plan.

Most agencies are ill-equipped to properly handle these kinds of email communications. But it really should come as no surprise that consumers are asking to communicate with debt collectors that way. To add, most ARM executives dream about reducing postage expenses. And fortunately, there is no legal reason why consumers and debt collectors cannot communicate by way of email if the proper steps are taken to protect the consumer’s privacy, prevent unauthorized third-party disclosure of the debt, and obtain the consumer’s express consent.

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