20 Common Mistakes in Consumer Collections

Date:

Sep 23, 2025

Register

Borrowers, their attorneys, and regulators are closely monitoring your consumer collection practices for any irregularities.

Therefore, it is important to understand and implement proper collection practices to avoid complaints, liability, and regulatory action. Attend this practical program to learn 20 common collection mistakes and how to steer clear.

Agenda

September 23, 2025
11:00am - 12:30pm EST

Consumer debt collection practices are the major reason for complaints, lawsuits, and enforcement actions against financial institutions. This becomes more complicated with the CFPB’s recent withdrawal of dozens of regulatory guidance documents, including interpretive rules, policy statements, and advisory opinions impacting the Consumer Financial Protection Act of 2010 (CFPA), the Fair Credit Reporting Act (FCRA), the Fair Debt Collection Practices Act (FDCPA), the Equal Credit Opportunity Act (ECOA), the Truth in Lending Act (TILA), and the Military Lending Act (MLA). Notwithstanding the withdrawal of these guidance documents, there are numerous debt collection laws and regulations – and numerous opportunities for errors. Learn 20 of the most common consumer collection mistakes and how to avoid them.

Topics

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

  • Understand the most common mistakes made in the collection process and how to avoid or correct them
  • Identify what the CFPB believes are some of the biggest problems in consumer collections
  • Distinguish between permissible and non-permissible collection activities
  • Explain what constitutes an unfair, deceptive, or abusive act or practice in the collection of consumer debts
  • Use the proper collection activities for the proper situation
Speaker(s)

Shelli Clarkston
Spencer Fane LLP

Shelli Clarkstonis an attorney with Spencer Fane LLP where she provides financial institutions with proactive legal counsel on regulatory and compliance matters. She received her law degrees from the University of Missouri – Kansas City and her undergraduate degree from the University of Nebraska – Lincoln. In addition, she has a master’s degree from Doane University.

Before joining Spencer Fane, Shelli was the Risk and Compliance Officer for a financial services technology platform with one of the world’s largest technology companies. She oversaw the platform’s regulatory compliance and handled all risk-related matters. She also has experience as general counsel for a community bank, where she managed all legal, regulatory, compliance, and corporate matters.

Additional Information

WHO SHOULD ATTEND?

This informative session will benefit consumer loan officers, loan operations personnel, credit administration professionals, collection staff, compliance officers, auditors, attorneys, managers, and others involved in the collection process.

 

TAKE-AWAY TOOLKIT

  • List of interpretive rules, policy statements, and advisory opinions withdrawn by the CFPB in May 2025
  • CFPB’s Debt Collection Rule Small Entity Compliance Guide
  • Employee training log
  • Interactive quiz
  • PDF of slides and speaker’s contact info for follow-up questions
  • Attendance certificate provided to self-report CE credits

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your institution is prohibited. Print materials may be copied for eligible participants only.

Fees

Live Webinar - $255

  • Unlimited connections for your institution
  • Available on desktop, mobile & tablet
  • Take-away toolkit
  • Presenter’s contact info for questions

On-Demand Webinar - $255

  • Unlimited & shareable access starting two business days after live stream
  • Available on desktop, mobile & tablet devices 24/7
  • Take-away toolkit
  • Ability to download webinar video
  • Presenter's contact info for questions

Live + On-Demand - $375

Get the best of both and save when you Bundle the Live & On-Demand Webinar registration! This option includes all the items listed above.

**100% surcharge applied to non-members.

Association Contact

Katie Yates
Education Coordinator
o: 317-387-9380
d: 317-333-7162
kyates@indiana.bank