Communication and Documentation Flashcards

When a customer makes a promise to pay over the phone, which details are most important to document?

Answer: The amount, the date, and the payment method promised

Specific promise details make follow-up possible and give an accurate record.

Under the Servicemembers Civil Relief Act, what is the maximum interest rate on qualifying pre-service obligations during military service?

Answer: 6%

The SCRA caps interest at 6% on obligations incurred before active duty once the servicemember gives written notice and military orders.

Under the TCPA, what is generally required before placing autodialed or prerecorded calls to a consumer's cell phone?

Answer: Prior express consent from the called party

The TCPA requires prior express consent for autodialed or prerecorded calls to cell phones.

A customer has limited English proficiency. What is the best communication approach?

Answer: Use a qualified interpreter or translated materials and note this in the account

Qualified language help supports accurate understanding and fair treatment, and it should be documented.

Under Regulation F, how long must a debt collector keep records showing its compliance?

Answer: 3 years after the last collection activity on the debt

Regulation F requires keeping compliance records for three years after the last collection activity on a debt.

An adverse action notice based on a consumer report must tell the consumer about which right?

Answer: The right to a free copy of the report from the reporting agency within 60 days

Under the FCRA, the notice must name the CRA and explain the right to a free report if requested within 60 days.

What is the safest practice for recording customer calls across multiple states?

Answer: Disclose at the start of the call that it may be recorded

Some states require consent from all parties, so disclosing at the start protects compliance everywhere.