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Consumer Collections 101

This presentation will discuss the brave new world of consumer collections and how best to navigate the current challenges facing lenders so that you can effectively resolve delinquent and charged off accounts.
Upcoming
DATE

Monday, August 31, 2026
2:30 pm - 4:00 pm

INSTRUCTOR

Matthew Urban

FORMAT

Webinar

$299.00 or 1 Token

Includes: Live Access, 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Collections
  • Compliance
  • Risk Management/Legal
  • Bank Legal Counsel
  • Compliance Officer
  • Consumer Lender/Retail Banker
  • Loan Operations Manager/Specialist
  • Risk Manager
  • Senior Management
  • Training Manager
  • Trainer

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Consumer collections used to be rather straightforward. When a consumer went delinquent, their lender typically picked up the telephone and the parties came up with a plan to bring the account current. However, times have changed, and it is more difficult than ever to simply reach out to a delinquent customer to discuss their account. Now, consumers are ignoring your phone calls or not giving you consent to contact them on their cell phones.

Consumer attorneys are parsing your collection letters to see if they are in violation of a myriad of consumer protection laws, and individuals are employing the services of out-of-state debt settlement/consolidation companies.

During this informative 90-minute presentation there will be a wide-ranging discussion of topics faced by all lenders engaging in the world of consumer collections. These topics will range from early default prevention and resolution tips to enhancing collections through the legal process.

Other areas to be discussed include specific topics such as repossession letter requirements, SCRA protections, TCPA due diligence, FCRA compliance, and the impact of bankruptcy on the collections process.

What You'll Learn

  • Default Prevention and Resolution
  • Cease and Desist Letters
  • Debt Settlement Companies
  • Enhancing Collections Through the Legal Process
  • Repossessions and Repossession Letters
  • SCRA Protections
  • TCPA Due Diligence
  • FCRA Compliance
  • Bankruptcy and Collections

Who Should Attend

This program is ideal for individuals who are regularly involved in the consumer collection process, including vice presidents of lending, lending managers, collection managers, and collection representatives/agents. Other individuals such as in-house counsel and compliance officers who establish and oversee collection polices will also benefit from this broad-based presentation.
Matthew Urban

Instructor Bio

Matthew D. Urban is a shareholder who manages the Pittsburgh Local Law Office and oversees credit union work across Pennsylvania. In addition, he practices in the area of Consumer Collections, focusing on a wide variety of collection and compliance matters. Matt regularly speaks on issues such FCRA compliance and the proper handling of writs of executions. Matt earned a B.A. magna cum laude in History from West Virginia University in 2000, and a J.D. from Duquesne University School of Law in 2003. He is licensed in Pennsylvania and is admitted to practice before the U.S. District Court for the Western and Middle Districts of Pennsylvania. He serves on the Board of Directors for the Pennsylvania Creditors' Bar Association.

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