Privacy Law

Consumer Privacy Law has been a hot topic as many states propose new legislation emphasizing data security. As states create more comprehensive plans that grant consumers greater access to information collected about them, it is imperative that the debt collection industry understands and complies with the new regulations.

California

California has been a trailblazer in consumer privacy law, which should be no surprise because the largest technology firms that deal in big data are located in Silicon Valley. In 2023, the California Privacy Rights Act will go into effect, expanding the previous California Consumer Privacy Act. The legislature will give consumers greater control over how businesses use their personal information. As seen below, many states have followed California’s lead, creating similar legislation.

New York

The proposed bill in New York, titled the Consumer Data Privacy Bill of Rights states that consumers should have “the right to access, control, and erase the data collected from them; the right to nondiscrimination from providers for exercising these rights; and the right to equal access to services.” The verbiage remains similar across states proposing privacy laws.

Virginia

The House and Senate both passed the Consumer Data Protection Act that gives consumers more control over their personal data. There is also an opt-in clause for sensitive data and the bill would go into effect starting in 2023.

Washington

The Washington Privacy Act is also concerning privacy, encouraging greater transparency between businesses and consumers. Originally proposed in 2019, this year lawmakers are looking to get it passed in the state House and Senate.

Florida

This year Florida has introduced a consumer privacy protection bill. Once failed, the state will bring House Bill 969 back to the floor in an effort to protect individual data. If enacted, the bill would go into effect in 2022.

Oklahoma

Like all the states listed above, Oklahoma filed a bill to increase protection over consumer data. Earning bipartisan support, this bill would require businesses to gain explicit consent before collecting and selling consumer data. 

gavel on a desk

What does this mean?

Consumer privacy is a widespread topic of interest. In the digital age, we are all too familiar with our data being collected from every website we click on, however where that data goes remains a mystery. These laws aim to allow consumers to increase control and security over their personal data. From the perspective of the debt collection industry, there are several implications. 

Third party collection processes involve contacting a customer on behalf of another company. Understandably, consumers are confused when they get a call from a company that they haven’t heard of. Especially today, with the increased awareness of data breaches and personal information being sold, this can raise alarm bells. 

With these confluence of factors, the new legislation may seem daunting to many collectors. The solution lies in consent. Much like texting and emailing, consent will be applied to data. While this complicates the process of collecting, it is just another piece of compliance regulation that MRS knows it can handle. Even as the complexities increase dramatically as each state draws up its own set of laws, MRS has always adopted a compliance first attitude. 

Privacy laws are checks on big data companies to protect consumers. MRS works to find the best solutions to help consumers resolve debt. As a compliant, consumer oriented business, this legislation will not change how we fundamentally operate.

An Uncertain Future for the Credit Market

TransUnion released an annual report on credit insights for 2021, largely highlighting the positive prediction of a lending rebound. Due to the pandemic, the amount of loans approved in the third and fourth quarters in 2020 was much less than originally expected in a pre-COVID forecast. Still though, in the second half of 2020, the Federal Reserve noted that credit card debt declined by 11%. This can be explained by the stimulus package and the decrease in people going out during the pandemic. In the Q3 of 2020, payments on deficient credit card accounts increased, marking the first time in 30 years that those months saw a drop in debt.  

What does this all mean for the debt collection industry? As noted above, many people are putting their money towards debts and banks and credit lenders are beginning to increase the number of loans that they grant. 

Image of hand holding a few credit cards

“What we saw last year, when the stimulus got passed, was that the additional 600 dollars a week put a lot of extra disposable cash in people’s pockets. And paired with the fact that they couldn’t go anywhere and spend it, a number of consumers in the debt cycle took advantage of that and paid down debt. There was a real increase in liquidity over the summer. That started to drop off in July when the checks ended, and the payments did begin to taper off at the end of the year in 2020,” said Chris Repholz, MRS’s Chief Customer Officer. 

Now, with the next stimulus package that was passed by Congress, 2021 is expected to be a strong year for the debt collections industry.

Repholz said, “We anticipate a really similar effect from the 2021 stimulus package. There’s going to be weekly unemployment payments plus an additional 1,400 dollars sent to everybody who qualifies for it. What we believe is going to happen in the remainder of 2021 is that a lot of people are going to use that stimulus money to pay down some debts. So 2021 looks like a really good year from a collection agency standpoint.”

But as payments and lending is favorable for the immediate future, there are undeniable implications in the payoff cycle. There will always be debt to collect, however the volume will decrease dramatically from 2021 to 2022.

“In 2022, many people predict that there will likely be a constriction in inventory that gets placed in the debt market. Usually, debt goes through a normal aging cycle and continues to get placed before it is paid. But because a lot of debt will be paid off this year, in 2022 there will be a definite decrease in the amount of overall placement value in the marketplace. This means there will be less debt for sale and less debt for placement for agencies.”

While it is expected that the debt and payment cycle will return to normal in 2023, the 2022 year will be integral for agencies. In this scenario, with less debt to place, bottom performing agencies are at risk to be cut by their creditors or consolidated. 2022 will be a year that ‘thins the herd,’ so to speak.

But there’s another side to the story. Some creditors predict exactly the opposite: Post charge off placements will be pushed back to later in the year and into 2022. “Banking clients will eventually cease COVID extensions and deferrals on consumer loan payments which will result in a large number of delinquent accounts rolling into charged off debt,” said Misty Carson, Executive Vice President of Sales and Marketing.

This other perspective asserts that due to credit companies’ understanding during tough pandemic times, the postponing of placing debt will actually increase the volume in 2022. Carson said, “Utilities and telecommunications clients are predicting similar trends for later in the year as they have also offered customers extended payment terms and suspensions of disconnects due to the pandemic.”

Each outlook may mean different things for the collections industry, but regardless, MRS is determined to keep expanding and helping customers and clients alike. “Our focus on innovative technology and quality to ensure that we have best in class results will enable us to safely grow our business in 2022 regardless of whether others are struggling or succeeding,” Repholz said.

With the predictions for the upcoming years, it is important to act now. Repholz said, “2021 is the right time to invest in technology and compliance systems that will enable a company to be first-rate for whatever comes in 2022.”

So, whether a bountiful harvest is in store, or the proverbial “winter is coming,” MRS is confident that our 2022 will remain strong, innovative, and successful.

Work From Home One Year Later

Picture a call center: a large open floor, desks in designated clusters, agents interacting with each other and customers alike. Prior to 2020, there would be nothing wrong with this image. But our newly minted pandemic sensibilities might sound alarm bells at the thought of a populated space.

MRS moved swiftly, prioritizing the health and safety of our employees and their families. By March 20th, 2020, MRS was able to integrate a Virtual Desktop Infrastructure to enable a work from home solution. In just two weeks, MRS achieved 100% deployment of eligible agents working productively and safely from their own homes. MRS’s decisive action came before ‘stay-at-home’ orders were issued, highlighting our trusted innovative drive.  

work from home spelled out in scrabble tiles

Using Amazon Web Services to host our VDI, MRS created a secure and seamless transition from three premises based environments to a work from home solution. Additionally, our agents’ ability to adapt and settle into the new normal was laudable.

MRS employees went above and beyond during such unprecedented times. Chief Operating Officer Jim Beck said, “Our outbound calls, contact rate, and performance exceeded expectations and prior months. The flexibility, understanding, and hard work of our team continues to impress me. The hard work of our agents has been an enormous benefit and value for our clients.” 

Though the pandemic has been incredibly traumatic, we have learned many things about work from home solutions. A study shows that employees are 35% to 40% more productive than when they are in the office. A survey reported that 94% of employers agreed that their company’s productivity was the same or higher since they implemented work from home solutions. 

Within MRS, we saw work from home results including reduced breaktime and not ready time, increased right party contacts, and increased gross collections and payments across the board. MRS has also seen an increase in payment count, which indicates that agents are reaching customers effectively and their interactions are resulting in more regular payments. Additionally, as right party contacts have increased, so has talk time, signifying an enhanced quality of negotiation and conversation with customers. Due to the ease and comfort of working from home, absences have decreased by 30% and employee 6 month tenure has increased by 23%. 

2020 has proved that working from home works. The practice will likely become commonplace, as many companies have seen their employees stay productive and diligent out of the office. While work from home is the only solution at the moment, it is not for everyone. We also predict more hybrid offerings, allowing employees to split time in the office and from their homes. Consequently, a number of state regulators—who also happen to be working from home—have become very receptive to allowing this solution to become an allowable option when the pandemic ends. Several states have already incorporated work from home language into their revised collections statutes. 

MRS has seen the resilience of our employees and their dedication never ceases to impress us. While working from home posed some hurdles, MRS easily surmounted them due to management’s rapid action in the face of a global health crisis and the adaptability of our agents.

Alec Tilley joins the MRS Team as Senior VP of Strategy and Operations

CHERRY HILL, NJ, FEBRUARY 18, 2021 — MRS is pleased to welcome Alec Tilley to the company full time as Senior Vice President of Strategy and Operations. Alec has a long history of success in our industry with over 12 years at ARS and Encore Capital prior to starting his consulting company. Previously, Alec was working with MRS as a consultant to assist with onboarding new clients. Alec will be leading a newly formed team that focuses on analytics, contact management, and letter strategies. Alec’s knowledge and skills pair perfectly with MRS values and vision and the company believes that his transition will be a seamless one.

Chief Operating Officer Jim Beck says, “I am excited to have Alec as part of the team at MRS. Alec brings a wealth of knowledge as well as a ton of experience to the team to help us execute our vision of building  a customer experience that integrates MRS’s cutting edge digital tools with traditional collections to greater financial results.”

Headshot of Alec Tilley

Tilley says, “I’m happy to join the growing MRS team that is winning with clients by leveraging industry-leading digital contact center solutions to provide customers options to communicate in their preferred channels.”

ABOUT MRS BPO, LLC

Founded in 1991, MRS has served the accounts receivable management needs of companies within the Financial Services, Governmental, Student Loans, Telecommunications, and Utility sectors for 26 years.

MRS BPO, LLC is a full service accounts receivable management firm based in Cherry Hill, New Jersey. The company’s unique combination of experience, technology, and compliance management processes allows them to provide industry-leading debt recovery solutions while enhancing their client’s brand and reputation. For more information on MRS BPO, LLC, visit them online at http://www.mrsbpo.com.

Generation Snapshot: how Millennials handle debt

Raised in the digital age, it’s no surprise that Millennials prefer text and email to traditional phone calls. Now many of them are postgraduates in their 20s, beginning to pay off their student loans.

The newly appointed CFPB director, Rohit Chopra, has in-depth experience with student loans and has witnessed the bad actors that pursue aggressive collection tactics. Along with abusive practices by certain agencies, there is a push to empower borrowers and supply them with more market power. Consequently, it is expected that Chopra’s administration will place stricter regulations regarding student loan collections. 

Picture of millennials holding tablets and phones

MRS always has, and always will, prioritize compliance as part of our strategy and we are confident that our digital solutions will be suitable in the proposed CFPB rule era. This means that we can reach our customers through their preferred communication channels, be it text or email, and  remaining loyal to Chopra’s new regulations. 

“MRS places a great deal of importance on customer experience and as we’ve pushed forward progressively with a digital transformation of our business, we have seen how well received it’s been from the end customers,” said Chris Repholz, MRS’s Chief Customer Officer. “While some people may want to still speak with an agent on the phone, the vast majority of them want digital solutions. We strongly believe that providing the customer with multiple communication options is the key to excellent customer experience. Self service via technology is the future of the collection industry,” he stated.

Millennials have almost 5 billion dollars worth of outstanding student loan debt, in addition to debt on credit cards, auto loans and other services. Oftentimes, they are not in a financial place to be making large monthly payments, but they still want to make an effort to settle their debt. MRS offers many solutions with flexible payment plans to suit the needs of each individual customer. Everyone’s situation differs and our goal is to ease the pressure, not add to it.

Overwhelmingly, Millennials want to pay back their student loans, but struggle to find the place to start. But MRS knows that the best way to get in contact with a Millennial is actually pretty simple: send a text. 

MRS Raises $10,000 for the Food Bank of South Jersey

2020 has certainly been an unconventional year, and in the unprecedented times accompanying COVID-19, the need for empathy and philanthropy cannot be overstated. As such, MRS hasn’t wavered from our charitable commitments. Quite the opposite, this year, the MRS family devoted a great deal of time and effort to fundraise and give back to the community.

The Food Bank of South Jersey exists to provide an immediate solution to the urgent problem of hunger by providing food to people in need, teaching them to eat nutritiously, and helping them to find sustainable ways to improve their lives.

Partnering with The Food Bank of South Jersey throughout the year, MRS employees made monthly donations as part of our ongoing charitable giving initiatives. The hard work and overwhelming support from the MRS employees allowed us to raise funds specifically for FBSJ. In addition to that, we took the money budgeted for holiday gifts and cards and donated that to the food bank as well, bringing our fundraising donation to $10,000. On Wednesday, December 16, 2020, many MRS employees donated time to help distribute food in Camden, NJ. 

MRS has always believed in giving back, hosting and participating in many charitable drives throughout the year. Philanthropy is central to the company’s family values and MRS is deeply moved by our employees’ dedication to lend a hand to those in need.

Chief Personnel Officer Regina Weir said, “The Chief Development Officer at the Food Bank called the MRS Team ‘hunger hero rock stars.’ It was our sincere pleasure to have partnered with this amazing group of volunteers and we look forward to continuing our work with them in 2021!”

On behalf of everyone at MRS, we’d like to wish you a happy and safe holiday season. 2020 brought many unexpected challenges, and MRS is glad to punctuate the year by giving back to the community. We are excited to welcome 2021 and everything that the new year will bring!

Baskets Full of Thanks

Fortunately, pandemics like COVID-19 are usually once in a century occurrences. The last time one of this severity happened, it was the climax of World War I and the Spanish Flu wreaked havoc across the globe. Medicine and scientific knowledge have made massive strides forward and our hope is a vaccine will be available soon for everyone.  

The Collection industry really wasn’t affected by the Spanish Flu because it didn’t exist in 1918, but came into existence not long after, in the middle of the Great Depression. While Collections has come a long way via the use of technology and analytics, one challenge for which it was woefully unprepared was a contagious health crisis that required people to shelter in place and work from their homes. Sure, the technology to work from home has been utilized for decades, but it has seldom been used by collection agencies, using work-from-home agent populations, and many were caught unaware, scrambling for a solution. 

MRS prepared ourselves for this pandemic in the months and weeks before it hit the shores of America. Needing a better remote access solution to connect with our first party clients and an offshore partner, we developed a cloud-based VDI which enabled us to get over 500 collection agents from three call centers to a work-from-home setting in under three weeks! 

The hard part was done by the third week in March. Everyone was home. Now what? 

We found ourselves in uncharted waters. Our management team had never managed a remote workforce. They were accustomed to being 10 feet away from their team and able to evaluate their daily performance and provide remediation with face-to-face coaching. 

Our Operations teams quickly adapted to this new reality and settled into the rhythms of no face-to-face communications, instead relying on cell phone calls, chats and text messages to stay in close communication with their agents and to provide the support they were accustomed to receiving in the call center. 

Throughout the summer, results were positive and we paid a lot of attention to employee morale and made sure that MRS performance recognition traditions and compliant business practices were not interrupted. The formality may have changed a bit, but we still observed them. For example: we hold an annual Gold Club dinner for members of our elite club that recognizes outstanding achievement in collections results. Since that wasn’t possible this year, we created an MRS Gold Club knapsack full of goodies including a $50 Visa gift card and scheduled every member to come to the building throughout the day for a picture, facemasks and all, with Saul and Jeff Freedman, the company’s owners. 

We also created a new tradition born of the pandemic: gift baskets. The occasion: great performance during a once-in-a-lifetime pandemic. 

Kelly Feoli, MRS’s Senior Vice President of Third Party Operations wanted to reward top performers who have been consistent and productive through the first six months of COVID-19, so she created gift baskets full of treats, food, stationery and other gifts and identified the top performer of each client group or unit and told them that they were going to receive an award. The winner’s selected demonstrated high productivity, achieved or exceeded monthly performance goals and maintained exceptional call quality. What she didn’t tell them was that it would be delivered personally by the company’s owners and herself to show their appreciation for their amazing contribution. 

“I love my agents and respect their hard work and dedication and just cannot believe the results they’ve achieved over the past six months,” said Feoli. “When this started, we had no idea how long this was going to last, or if it would even work at all. Here we are, almost a year into this with no end in sight and I’m amazed by the results of this fantastic and very dedicated team.” 

Winning agents were notified and authorized a home delivery but what they did not know, they would be receiving a delivery on a scheduled day and surprised to see Saul and Jeff standing at their front door with a basket in hand. 

“Many of these agents have been with us for over ten years and they’re the key to our long term success. I am so proud of them and the way they’ve responded to this challenge,” said Co-CEO Saul Freedman. “Plus, I miss seeing them!” 

MRS’s operations floor is a vibrant and energetic environment, where senior management often engages with the collection agents and everyone’s name is known, stories about family are shared, sports rivalries are discussed, kidded and exalted, so this past six months has been a unique and challenging time for both management and the agents who are accustomed to seeing their co-workers every day. 

Added Co-CEO Jeff Freedman, “Our agents continue to inspire us. This is a very strange and unprecedented time for our country and for MRS, and our agents adapted to it without missing a beat. We cannot thank them enough for their hard work and dedication.” 

It’s be a crazy year for all of us. Working-from-home with new technology and juggling other responsibilities like child care, homeschool and hybrid education has created a situation that will push the best to their limits. But at MRS, our best agents have traded their stress for a basket full of rewards, because recognition is the keystone of MRS’s culture. We know that this pandemic will eventually fade and we’ll get back to being together in the call center, but when that will happen is unknown. What is known though: MRS values its people and is always looking for new ways to show it. 

Positive Customer & Client Feedback

MRS believes in the power of positive and persistent customer service. Every day, our goal is to go out of our way to help our customers. We especially love it when they share feedback about a positive experience they had with us. Here are some real examples.

“We the public are quick to criticize but slow to praise, so I would like to share with you the excellent customer service I have received from employee [DS]. Each and every time I have spoken with [DS], she is very professional, courteous and knowledgeable, and patient as she LISTENS to the customer. This employee shows empathy for the customer and even asks if there is anything she and MRS can do to assist.

[DS], you have always displayed not only SERVICE, but that customers are a PRIORITY for you and MRS. Best in class!”

-BP, MRS Credit Card Customer

“Having gone through tough times in the past few years, I had owed a debt that I wanted to pay off. MRS BPO actually makes the experience pleasurable. Everyone that I have spoken to in the past couple of months have been nothing but wonderful. Thank you for not making it intimidating and scary!”

-Carole K, MRS Credit Card Customer

“I wish I could remember the name of the person who helped me when I called about my credit card bill, but she was amazing. I called in early July and I was so scared and stressed, but she was kind and understanding and patient with me which was so unexpectedly wonderful. I just really appreciated it! I just fulfilled my last payment and it feels awesome. Thank you.”

-Michaela T., MRS Credit Card Customer

“Good Morning (from the west coast), 

I just wanted to let you know that your debt collector on the behalf of my closed account, Tiece ., was so patient, informative, and kind! She did a great job with walking me through the process of paying off my account. I appreciate good customer service and wanted to let you know that even though she has a hard job, she does wonderfully!” 

-Andrea, MRS Telecom client customer

“I am finally in a position to start paying back my creditors and I really like the way your website is set up.  Its very user friendly and easy to navigate.”

-Sandi C., MRS customer 

Recently, we had an issue with files getting from the processor to you all.  This happened yesterday and we needed your team’s help.  I gotta say, I felt like I was the only client in the world based on the response I got from William, Nina and Jordan. They did an awesome job of working with our processor whom as you know can be challenging.  


I am grateful and wanted to share how MRS showed the true spirit of partnership.  To me, it always means “we will treat your business like it’s ours because it is our business.”  You all did that today. I am impressed.   

Tom G., Operations Leader, Fintech Card Issuer (and MRS client)

“To whom it may regard, 

I wanted to reach out and give positive feedbank on a representative i had the pleasure of talking with today 5/5. I am a nurse working 7 days a week at the moment and have fallen behind on payments. 

I called to see what i had to do/pay to get my vehicle loan current. I spoke with Gianna. She was calm, pleasant, listened to my inquiries and answered each question thoroughly as well as educated me on how to better manage payments in the future. 

With trying times for all of us at the moment of wonder and uncertainity, I wanted to take the time to provide my feedback. Working in the medical field myself, is not always positivity and healing. Complaints seem to come in more than thankfulness and I feel it is my duty to give forth the recognition she deserves.”

Courtney F., auto loan client

“I would like to praise Ms. Alexander’s service. She was very helpful and answered all my questions in the best manner. From the minute she picked up the phone til she hung up, she kept a high standard of respect and had a great tone. I didn’t want her service to go unnoticed.”

Sarim S, telecomm customer

“I’ve tried for weeks to get my dispute setting with {Client}. They said I owed them $46.19 when didn’t owe them anything. Finally, I was able to reach an MRS rep. (David Jones) who explained to me that on February 12, {Client} contacted MRS and said to stop collections. David told me I had a ZERO balance due, which was correct. My beef was with {Client’s} poor billing department but MRS and their fine agent David, gave me the good news . Thanks to MRS for stepping up and helping me.”

Bob M., telecomm customer