1. Prioritize Monitoring, Reviews, and Updates
Ground Level: Compliance Gap Assessments
From 30,000 Feet: Annual Risk Assessments
Who should be responsible for writing/revising policies and procedures?
- Enlist a dedicated document specialist.
- Have a mediation auditor meet with managers to write procedural changes and get approvals on the spot.
- Use fill-in-the-blank templates.
What if you’ve let assessments slide, or you’ve never had a formal program in place?
- An agent took a call, but no notes are listed.
- An agent took a payment but didn’t get a correct address.
- An agent added a credit card or Social Security number to the notes.
2. Make Policies and Procedures Easily Accessible
3. Have a Formal System in Place for Reporting and Addressing Issues
4. Equip Your Team to Manage Compliance Effectively
- The board and director provide continual oversight, review assessment and risk review findings, and revisit policies and procedures on a regular basis.
- Collectors receive timely feedback on their calls.
- Operations leaders are instantly notified of exceptions related to call frequency limitations, allowable call times, calls made to cell phones without express consent, etc., with speech analytics helping to identify other types of nonconformities.
- Complaint management and dispute tracking occur automatically.
- IT teams are notified of systemic nonconformities and readily respond with any necessary changes.
Disclaimer: Ontario Systems is a technology company and provides this blog article solely for general informational and marketing purposes. You should not rely on the content of this material for any other purpose or as specific guidance for your company. Ontario Systems’ advice, services, tools and products described herein do not guarantee compliance with any law or industry standard. You are ultimately responsible for your own company’s actions and compliance efforts. Because everyone’s situation is different, you must consult your own attorneys, accountants, and/or other advisors to obtain specific advice on your company’s compliance, legal, tax, regulatory and/or other business needs. Despite Ontario Systems’ efforts to provide current and up-to-date information, you need to recognize that the information contained herein may become outdated quickly and may contain errors and/or other inaccuracies.
© 2019 Ontario Systems, LLC. All rights reserved. Information contained in this document is subject to change. Reproduction of this publication is not permitted without the express permission of Ontario Systems, LLC.
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