Debt recovery can be a tricky industry to navigate due to its negative reputation. No one enjoys getting a phone call stating that they owe money. However, there are ways that those working in debt recovery can take proactive steps towards smoother interactions, helping people feel heard and understood. Here are a few practical steps to take to preserve the dignity of the people you contact and show that you are here to offer help.
Adhere to Regulatory Standards
In debt recovery, there are certain standards that debt collectors must follow. The Fair Debt Collection Practices Act (FDCPA) is a federal law that protects those who have debts from being on the receiving end of abusive behavior. This law prohibits debt collectors from using aggressive and manipulative tactics, such as harassment or making threats. It also ensures that the debt and financial information stays private. One way to tell if a debt recovery call is a scam is if the person calling is threatening to tell others about your debts or have you arrested. This goes directly against the standards that debt collectors are required to uphold. The FDCPA also prohibits debt collectors from calling people before 8 a.m. or after 9 p.m. Following these standards helps you remain professional while also helping the person involved feel safe.
Have Clear and Respectful Communication
Communication can be tricky when dealing with complex situations like debt collection. People may respond by being upset or anxious. They may not fully understand what is happening or why they are being contacted. This is why it’s important to lead with respect and be clear in communication. When people are confused, it can lead to further anxiety and defensiveness, escalating an already tense situation. By helping individuals understand what’s going on, you can deescalate communication and provide reassurance that you’re here to help.
Showcase Honesty and Openness
Due to the amount of debt collection scams that circulate, people may have their guard up when receiving communication related to a debt. Nobody wants to be lied to or taken advantage of when it comes to their finances. Along with clear communication, being honest about the situation at hand is key. It’s also important to understand the situation from the person’s perspective. Be open to negotiating a fair solution, such as payment plan options, as well as letting the person know their legal rights in the situation. Showing that you’re open and honest can help put individuals at ease and allow them to open up about any confusion they may still have.
Take Accountability
Last but not least, being accountable for your words and actions is an important part of displaying dignity to the people you’re interacting with. Avoid coming across as arrogant or carrying an attitude that puts the other person down. Be quick to listen to their questions and concerns, and quick to apologize and own up to any mistakes you may make on your end. By doing this, you help build trust with the person on the other end of the phone.
Stepping Toward Solutions
At Viking Client Services, we have a people-first approach in all areas of our business. We do this through our commitment to restoration, leadership, and trust. We believe that putting others ahead of ourselves and treating them with respect is essential to moving forward and building trust. Every situation is unique and has a story behind it. Remembering this helps us to keep humanity front and center in all that we do.
