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Ethical Considerations When Collecting from Vulnerable Customers

Understand the ethical approaches that matter when collections are necessary with vulnerable customers.

This topic will examine different ethical approaches to a variety of consumer collection situations that arise with particular groups of people like active duty military, disabled, elderly, or ill consumers. The content will provide examples of specific policies and procedures that can be incorporated into your Compliance Management System (CMS) to prepare your agents to address vulnerable consumers in an ethical manner. In this material you will learn: 1) how to define ethics, 2) ethical principles in use in the financial services industry, 3) ways to implement ethics into your CMS, 4) the cost benefits of implementing high ethical standards, 5) what types of collection issues certain groups of consumers face and 6) ethical models to implement in working with vulnerable consumers. Whatever stage of development your CMS is at, you can benefit from this in-depth look at the practice of ethics-driven compliance management systems to successfully interact with all consumers.

Runtime: 58 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Part One: Setting Ethical Standards for Collections

  • Defining Ethics

- Golden Rule

- Company Values/Morals

  • Ethics in the Compliance Management System

- Policies and Procedures

- Ethical Risk Assessment

- Employee Engagement (Making Ethics a Part of the Day to Day)

  • Ethical Approaches to Consumer Collection Situations

- Active Duty Military

- Death

- Disability

- Disparate Impact

- Elder Consumers

- Financial Distress

- Hospitalization

- Suicide

Part Two: Cost Benefit of High Ethical Standards

  • Reputational Cost

- Public Perspective

- Client Perspective

- Employee Perspective

  • Financial Cost

- CFPB/State Regulator

- Lawsuits

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on February 27, 2018.

Call 1-866-352-9540 for further credit information.

  • AL CPE
     
  • This course is acceptable for 1.0 live credit hour(s) through the Alabama State Board of Public Accountancy.
     

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

Audio & Reference Manual

  • Arizona CLE 1.0
     
  • CA MCLE 1.0
     
  • CT CLE 1.0
     
  • GA CLE 1.0
     
  • HI CLE 1.0
     
  • IL CLE 1.0
     
  • ME CLE 1.0
     
  • MO CLE 1.2
     
  • MT CLE 1.0
     
  • NJ CLE 1.2
     
  • NV CLE 1.0
     
  • VT CLE 1.0
     
  • WA CLE 1.0
     
  • WV MCLE 1.2
     
The CLE Code is ONLY a requirement when applying for CLE Credit in California (for participatory credit), Kansas, New Jersey or New York. Other states do not need to supply the CLE Code to apply for CLE credit.

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

MP3 Download

  • Arizona CLE 1.0
     
  • CA MCLE 1.0
     
  • CT CLE 1.0
     
  • HI CLE 1.0
     
  • IL CLE 1.0
     
  • ME CLE 1.0
     
  • MO CLE 1.2
     
  • MT CLE 1.0
     
  • NJ CLE 1.2
     
  • NV CLE 1.0
     
  • VT CLE 1.0
     
  • WA CLE 1.0
     
  • WV MCLE 1.2
     
The CLE Code is ONLY a requirement when applying for CLE Credit in California (for participatory credit), Kansas, New Jersey or New York. Other states do not need to supply the CLE Code to apply for CLE credit.

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

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More Program Information

Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Kelly Knepper-Stephens

Kelly Knepper-Stephens

Stoneleigh Recovery Associates, LLC

  • General counsel and chief compliance officer at Stoneleigh Recovery Associates, LLC
  • Practice emphasizes all aspects of government regulation, compliance, and civil litigation; advising on the FDCPA, FCRA, TCPA, GLBA, HIPAA, and other federal and state regulations
  • Conducts seminars and workshops regarding FDCPA, TCPA, HIPAA, ethics and professional responsibility
  • Member and Certified Receivables Compliance Professional of Debt Buyer’s Association International; member MAP Attorney Program and Credit & Collection Compliance Officer designation of the American Collectors Association; member InsideARM Compliance Professional’s Forum
  • Named one of the Top 25 Women in Collections by Collection Advisor magazine in 2016
  • Barred in California, D.C., Illinois and Maryland
  • J.D. degree, George Washington University Law School
  • Can be contacted at 630-396-8087 or [email protected]
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Pay once and get a full year of unlimited training in any format, any time!

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Product ID: 401513
Published 2018
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