{"id":"collections-compliance","spec":{"title":"Collections Compliance Scorecard","description":"Collections and regulated outbound calls. Compliance criteria are near binary, the disclosure was delivered or it was not, which makes this the easiest template to apply consistently and the costliest one to sample.","source":"template","sections":[{"title":"Right-party contact","description":"Nothing about the debt gets discussed until the right person is confirmed. Third-party disclosure voids the call outright.","items":[{"question":"Did the agent confirm they were speaking with the named consumer before mentioning that the call concerns a debt?","reportingLabel":"Right party confirmed first","points":10,"autoFail":false},{"question":"Did the agent verify at least one identifier, such as date of birth or address, before discussing account details?","reportingLabel":"Identity verified","points":10,"autoFail":false},{"question":"Did the agent avoid disclosing the existence of the debt, the balance, or the creditor's name to anyone other than the confirmed consumer?","reportingLabel":"No third-party disclosure","points":10,"autoFail":true}]},{"title":"Required disclosures","description":"The statements the law or your policy requires on the call. The recording notice refers to your own phone system's recording, where your policy requires one.","items":[{"question":"Did the agent deliver the mini Miranda, identifying the call as an attempt to collect a debt and stating that any information obtained will be used for that purpose?","reportingLabel":"Mini Miranda delivered","points":10,"autoFail":true},{"question":"Did the agent state their own name and the agency's name during the call?","reportingLabel":"Agent and agency identified","points":5,"autoFail":false},{"question":"If this was a first conversation with the consumer, did the agent reference the consumer's validation rights or the validation notice?","reportingLabel":"Validation rights referenced","points":5,"autoFail":false},{"question":"If your phone system records calls and your policy requires a notice, did the agent state that the call may be recorded before discussing account details?","reportingLabel":"Recording notice given","points":5,"autoFail":false}]},{"title":"Prohibited conduct","description":"Statements that must never appear on a collections call. Each gate names the specific prohibited statement so a reviewer or the AI can point at the exact moment.","items":[{"question":"Did the agent avoid stating or implying that nonpayment will lead to arrest, jail, or criminal charges?","reportingLabel":"No criminal threats","points":10,"autoFail":true},{"question":"Did the agent avoid profanity, name calling, and remarks that mock or demean the consumer?","reportingLabel":"No abusive language","points":10,"autoFail":true},{"question":"If the consumer said to stop calling or stated a dispute of the debt, did the agent acknowledge the statement and stop collection pressure for the rest of the call?","reportingLabel":"Cease and dispute honored","points":10,"autoFail":true},{"question":"Did the agent quote a single consistent balance figure throughout the call?","reportingLabel":"Consistent balance quoted","points":5,"autoFail":false}]},{"title":"Negotiation and resolution","description":"The commercial work of the call, done inside the compliance rails above.","items":[{"question":"Did the agent ask for payment in full before offering a payment plan or settlement?","reportingLabel":"Asked for balance in full first","points":5,"autoFail":false},{"question":"If a payment arrangement was made, did the agent state the amount, the date, and the payment method back to the consumer?","reportingLabel":"Arrangement terms restated","points":10,"autoFail":false},{"question":"If no arrangement was reached, did the agent ask what amount or date the consumer could commit to before ending the call?","reportingLabel":"Alternative commitment sought","points":5,"autoFail":false}]},{"title":"Professional conduct","description":"Professionalism scored as observable behavior, not reviewer impression.","items":[{"question":"Did the agent let the consumer finish speaking without talking over them during disputes or complaints?","reportingLabel":"No talk-over","points":5,"autoFail":false},{"question":"Did the agent keep the conversation to the account facts and avoid commentary about the consumer's character, lifestyle, or spending?","reportingLabel":"Stayed on account facts","points":5,"autoFail":false},{"question":"Did the agent close by summarizing what was agreed or what happens next?","reportingLabel":"Outcome summarized","points":5,"autoFail":false}]}]}}