FDCPA Compliance for FL Law Firm

The Problem – A law firm approached us with a need to improve their FDCPA/TCPA compliance policies and procedures and reduce their audit deficiencies. Through our needs assessment conversation, the AssenTerra team also identified a need to update their existing policies and procedures portfolio.

The Action – AssenTerra developed a customized inbound and outbound communication policy and training document that included example phone conversations for inbound and outbound calls. These documents were supplemented with a “Quick Tips” guide and inbound and outbound call process flow diagrams for collectors to use as a daily quick reference tools. Further, the team updated the written communication policy documents to comport with the most recent legal interpretation of the regulations within the risk profile established by the managing partners. Lastly, the team cleansed, updated, and standardized all other firm policies and procedures providing firm employees with a complete listing of these policies and procedures that are now available electronically. Upon completion, in-person training was provided to all firm employees to complete the knowledge transfer process.

The Results – AssenTerra developed the customized communication policy, training document, “Quick Tips” guide, and process flow diagrams within 45 days of the initial meeting. Subsequently, these documents were audited on multiple occasions with no deficiencies noted by the auditing client. AssenTerra successfully cleansed the more than 40 collection agency compliance policies into an organized electronic format eliminating policy redundancy by 20% and improving internal staff knowledge of company policies.