Four-Levels of Review Ensure Quality and Compliance
ACT successfully mitigates risks for our clients through ethical collection practices and strict adherence to governing federal and state laws.
Compliant with Federal Regulations and Licensed in All States
ACT is a debt collection agency with a compliance program geared towards full compliance with the Fair Debt Collection Practices Act (FDCPA) as well as other federal, state and municipal regulations. The company maintains proper licensing and authorizations allowing us to perform collection recovery services in all 50 states and U.S. territories. Insurance and bonds valued well over industry standards are further assurance of ACT’s commitment to protect clients from risk.
Responsive to Today’s Compliance Needs
Today, heightened scrutiny by the Consumer Financial Protection Bureau (CFPB) makes it clear that creditors need to ensure their outsourced service providers are in compliance with all laws and regulations. This means you must carefully evaluate collection agencies because their business practices could put you at legal risk as well as damage your institution’s reputation.
The issue you may face is that many collection agencies do not have the staff, procedures and resources in place to prove their compliance and adherence to industry standards. ACT’s processes are regularly audited internally and by outside agencies, and our preparedness and compliance has been judged to be among the best.
Four-Level Quality Assurance
At ACT, our four-level quality assurance and compliance process is among the most innovative and comprehensive in the industry, tailored towards strict compliance with laws, regulations, client contracts and ethical standards. Here is what it entails:
Collection Operations Managed by ACA Certified Professionals
Collectors are trained on industry regulations and proper procedures by ACA-certified Professional Collection Specialists and Trainer Specialists. Collection managers are also required to be ACA Certified. Teams are provided numerous tools to ensure compliance.
Innovative Quality Team
ACT is the only agency to invest in a formal, dedicated peer review program that provides feedback, coaching and mentorship to reinforce desired behaviors and results.
Quality Assurance Department
ACT's fully staffed QA Department provides unbiased assessments of collector performance to ensure consistent compliance, process documentation, and adherence to client contracts.
ACT's experienced lawyers and staff audit all levels of the organization to ensure ACT is abiding by laws and internal ethics. In addition, the team monitors complaints and assures they are addressed in a timely manner as recommended by industry, service and federal standards.
Mandatory ACA Certifications
ACT requires various ACA International certifications for key job roles. These certifications add credibility to our core staff by confirming the breadth and depth of their FDCPA knowledge.
- Professional Collection Specialist (PCS) Certification - Required for all collection managers and training staff and must be renewed every three (3) years.
- Credit & Collection Compliance Officer Certification - Required for all compliance staff and must be renewed annually.
- Trainer Specialist Certification - Required for all training staff and must be renewed every three (3) years.