The operational environment for collections and recovery is ever-changing. It's more competitive than ever, more price sensitive, demanding and regulated. Traditional collection cost structure, which typically included the primary cost areas of phone, personnel and postage, has expanded to include the cost of compliance adherence. Debt buying continues to consolidate, increased regulation adds complexity to daily operations and litigation costs rise as contingency fees decline. Consumer Finance Protection Bureau (CFPB) oversight demands organizations communicating with consumers to collect debts comply in order to meet more stringent training, reporting and security requirements.
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