Customer-Driven Collections Is the New ARMs Race – Creditors and Agencies Who Master it Will Win

Published on May 27, 2021 at 3:00 pm

This article is part of the iA Think Differently series. Written by or recorded with members of the iA Innovation Council, the series of articles and videos showcases thought leadership in analytics, communications, payments, and compliance technology for the accounts receivable management industry.

Written By Tim Collins, Chief Customer Officer at InDebted and Le'nore Caldwell, Manager of Audit at Spring Oaks Capital

With new Regulation F rules on consumer preference, the CFPB has given even more power to consumers to determine how creditors and agencies can communicate with them. But this trend towards customer-centric collections is not new. Many of us in accounts receivable saw this coming for at least a decade. It started with the internet and was greatly accelerated by the smartphone. Now we are asking ourselves where does it all end?  

The good news is there is an end in sight. The bad news? Many of you aren't going to like it. 

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