American Banker: How CFPB Exams Will Change the Debt Collection Industry

by Jeff Sovern

Here (behind a paywall, unfortunately). The article implies that the Bureau will listen to collector phone calls (at least, that's how I interpret the statement that the Bureau will audit the "handling of phone calls").  That contrasts with what Fred Williams reported in his book Fight Back Against Unfair Debt Collection Practices (which I blogged about here), when he wrote that collectors were told when the firm's compliance department was listening to their calls, in response to which the collectors would tone down their behavior.

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