Customer Service

August 13, 2025 by Auriemma Roundtables in Customer Service

Fraud After Environmental Disasters: How Financial Institutions Are Adapting to a Surge in Opportunistic Attacks

Natural disasters don’t just disrupt infrastructure – they destabilize the normal patterns banks rely on to detect fraud. When systems are down, impacted branches are closed, customers are displaced, and...

March 20, 2025 by Sheldon Stewart in Compliance

Guardrails matter, despite regulatory uncertainty

When I was a 10-year-old boy, my parents loved taking me and my siblings camping or on weekend drives. Many of these trips led us along steep, unimproved mountain roads...

grey windows on a building in a regular pattern

November 14, 2024 by Keith Barnett in CFPB

CFPB Proposes Amendments to Disclosure Requirements Under Remittance Transfer Rule

On September 20, the Consumer Financial Protection Bureau (CFPB or Bureau) announced a proposed rule aimed at amending the disclosure requirements for international money transfers, commonly known as remittances. The proposed amendment is aimed...

October 22, 2024 by Sheldon Stewart in Customer Service

Subprime Borrowers More Likely to Abandon Auto Loans: How Lower Interest Rates Result in Increased Repossessions

Declining interest rates have prompted unexpected trends in the subprime market. For the last two months, Auto Collections Roundtable members have reported a growing number of borrowers intentionally halting payments...

October 17, 2024 by Massie P. Cooper in Arbitration

Fourth Circuit Affirms Denial of Motion to Compel Arbitration Finding Duty to Read a Contract Does Not Encompass Scrolling Through Multiple Pages of Hyperlinks in a Digital Agreement

The U.S. Court of Appeals for the Fourth Circuit recently affirmed a district court’s decision denying a defendant’s motion to compel arbitration, underscoring the importance of clear and conspicuous notice...

October 3, 2024 by Sheldon Stewart in Collections Strategy

The Risks of Debt Settlement Companies and the Benefits of Direct Negotiation

Debt settlement companies often promise to help consumers negotiate with creditors to reduce their overall debt load, but they frequently fall short of delivering real benefits. In fact, analysis of...

April 24, 2024 by Mike Olsen in AI

AI Chatbots in Banking: 5 Tips to Monitor Effectiveness

AI-powered chatbots are poised to bring efficiency to banks and streamlined service to customers. Here’s what you should keep in mind when it comes to a new technology like AI...

June 2, 2023 by Lynne Cox in Customer Service

Boost Collections Success with a Positive Customer Experience

Over half of all customers will experience collections. So the customer experience you provide is vital to creating customer engagement that results in improved collection rates and ultimately, long term...

April 3, 2023 by Erin Kerr in Collections Strategy

3 Serious Challenges with Collecting Past-Due Debt and How to Solve Them

Americans’ financial situations are worse than expected in early 2023, and 79% of consumers report that they are living paycheck to paycheck, up from 64% in early 2022. While consumers...

October 26, 2022 by Kristyn Leffler in Collections Strategy

3 Steps to Preserve Customer Loyalty through a Delinquency Cycle

It’s at least 5x more expensive to acquire a new customer than to retain an existing customer. As the layoffs mount in the tech and fintech sector and public financial institutions...