Webinars teach CBO partners how to help clients deal with debt collectors

Consumer Action and the Consumer Relations Consortium (CRC) cohosted two June debt collection webinars for Consumer Action’s network partners and professionals affiliated with the Association for Financial Counseling & Planning Education (AFCPE). The webinars, entitled When a collector calls: An insider’s guide to responding to debt collectors, provided participants with an opportunity to learn from experts from the CRC as well as Consumer Action staff. The webinars offer community-based organizers who work directly with consumers an “insider’s perspective” on how to start a dialogue with a legitimate debt collector, and how to spot a scam.

The CRC is a group of 30+ debt collection firms that care about collecting the right amount, from the right person, the right way, according to Stephanie Eidelman, co-executive director of the Consumer Relations Consortium. A total of 125 community partners participated in the webinars.

“We are thrilled to be able to partner with Consumer Action to bring educational resources that give truly practical insight into how to talk with collectors, who are also regular human beings,” Eidelman said. “If we can demystify what is undoubtedly a scary situation for consumers, it will make for a much less intimidating interaction for all involved.”

Leslie Bender of BCA Financial Services and Katie Neill of ARS National Services Inc. provided the insider prospective on how to effectively communicate with legitimate collectors, protect one’s rights and avoid scams. The collection experts played two sample calls during the webinar to show attendees what a successful call sounds like and how failing to provide pertinent information can result in an unsuccessful call and additional collection activity for consumers.

“We appreciate the opportunity to partner with Consumer Relations Consortium to train our community partners on how to communicate effectively with legitimate debt collectors,” said Consumer Action’s Audrey Perrott. “The webinar included a high level of interaction and the presenters provided insight on effective and ineffective strategies for working with collectors.”

Consumer Action’s Nelson Santiago provided information on the related educational resources offered by the organization, including:

• When a collector calls: An insider’s guide to responding to debt collectors;
• Debt collection companion slides;
• The debt collection training module;
• Our Money Management 1-2-3 module;
• Our Credit Scores in the U.S. fact sheet; and
• Consumer Action’s complaint hotline and comprehensive website.

Consumer Action developed its When a collector calls: An insider’s guide to responding to debt collectors publication in partnership with CRC in 2015. The publication is available in English and Spanish.

Participants were surveyed following the webinar. A full 96 percent said they found the webinar helpful and they’d like to receive further online training on debt collection.

To listen to the webinar recording, click here.