2019 Economic Impact Study: State of the ARM Industry
Progress: 
  
48.

What was the total amount collected in dollars of early out debts placed at your agency?

 

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49.
What was the total amount of payments earned in dollars by your agency on early out accounts referred to you for collection as a commission or fee? This includes any commissions, per account fees, placement fees, etc. For example, if your efforts on a particular account resulted in collection of $100, of which your agency kept $20 as a fee or commission, you would only report the $20 here.
 

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50.

What was the total face value in dollars of bad debt placed at your agency?

 

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51.

What was the total amount collected in dollars of bad debt placed at your agency?

 

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52.
What was the total amount of payments earned in dollars by your agency on bad debt accounts referred to you for collection as a commission or fee? This includes any commissions, per account fees, placement fees, etc. For example, if your efforts on a particular account resulted in collection of $100, of which your agency kept $20 as a fee or commission, you would only report the $20 here.
 

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53.

What percentage of your clients could be classified as small businesses?

 

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54.

Which of the following methods do you use in your collection operations? Select all that apply.

Email
Fax
Letters
Social media
Text or SMS
Call recording
Manual dialer
Mobile payment systems
Non-manual dialer
Online (non-mobile) payment systems
VoIP calling/ringless voicemail
Credit reporting
Legal action
55.

What percentage of consumer accounts contacted resulted in a request for verification by the consumer?

 

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56.

What percentage of consumer accounts contacted resulted in a consumer dispute?

 

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57.

What percentage of all consumer disputes were found to be valid?

 

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58.

What percentage of consumer disputes were resolved in the consumer's favor?

 

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59.

How many consumer accounts contacted resulted in the consumer/attorney filing a lawsuit against your firm?

 

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60.

How many consumer accounts contacted resulted in your company filing a lawsuit against the consumer?

 

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61.

What percentage of the total number of consumers accounts placed with your agency were resolved with a payment from a consumer (e.g., payment received, settled)?

 

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62.

What percentage of the total number of consumers accounts placed with your agency were closed for a reason other than payment from a consumer (e.g., valid dispute, wrong person, etc.)?

 

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63.

In addition to your efforts to recover consumer debt, please let us know what other services are provided by your company. Select all that apply.

Third-party billing
Subrogation recovery
Skip tracing
Consulting services
Medical assistance qualifications
Letter service
Call center services
Consumer/credit reporting agency
Insurance follow-up
Child support collections
Other  
64.

How many full-time employees did your organization employ as of December 31, 2018?

 

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65.

How many part-time employees did your organization employ as of December 31, 2018?

 

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66.

How many contract employees did your organization employ as of December 31, 2018?

 

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67.

How many on-shore (e.g., U.S. mainland) collectors (counting each employee who communications with consumers for any reason) did your organization employ as of December 31, 2018?

 

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68.
What was the total compensation paid in dollars to all on-shore collectors? For total compensation, please include payments made for salary, bonus, employee benefits, fringe benefits, health insurance payments, 401(k) contributions, payroll taxes, etc. Do not include proprietor/owner distributions, except for salary paid to any such individuals. 
 

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69.

How many near-shore (e.g., Latin America, Caribbean Islands) collectors (counting each employee who communicates with consumers for any reason) did your organization employ as of December 31, 2018?

 

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70.
What was the total compensation paid in dollars to all near-shore collectors? For total compensation, please include payments made for salary, bonus, employee benefits, fringe benefits, health insurance payments, 401(k) contributions, payroll taxes, etc. Do not include proprietor/owner distributions, except for salary paid to any such individuals.
 

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71.
How many off-shore (e.g., Asia, Africa) collectors (counting each employee who communicates with consumers for any reason) did your organization employ as of December 31, 2018? 
 

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72.
What was the total compensation paid in dollars to all off-shore collectors? For total compensation, please include payments made for salary, bonus, employee benefits, fringe benefits, health insurance payments, 401(k) contributions, payroll taxes, etc. Do not include proprietor/owner distributions, except for salary paid to any such individuals. 
 

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73.

What was your organization's turnover rate at 3 months for new hires in 2018?

 

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74.

What was your organization's turnover rate at 6 months for new hires in 2018?

 

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75.

What was your organization's turnover rate at 12 months for new hires in 2018?

 

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76.

What's the average tenure in months for a collector at your organization?

 

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77.
What was your organization's average revenue per collector in dollars in 2018?
 

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78.

What do your average annual revenues (or net fees) total?

Under $1 million
Between $1 million - $5 million
Between $5 million - $15 million
Between $15 million - $25 million
More than $25 million
79.

Does your organization have any special designations? Select all that apply.

Small disadvantaged business
Women-owned small business
Minority-owned small business
Service disabled veteran-owned small business
Small business in a historically underutilized business zone (HUBZone)
Other  
80.

How many women owners does your organization employ?

 

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81.

How many women non-owners does your organization employ?

 

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82.

How many owners that are people of color does your organization employ?

 

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83.

How many employees that are people of color does your organization employ?

 

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84.

What were your total non-labor operation expenses in dollars in 2018? Do not include tax paid - you will report that in a subsequent question.

 

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85.

To the best of your abilities, what was the estimated total compliance cost/burdens in dollars associated with the new CFPB rules?

 

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86.

If your agency underwent a federal examination in 2018, what was the total amount of man-hours lost as a result?

 

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87.

If your agency underwent a federal examination in 2018, what was the total monetary cost in dollars you incurred as a result?

 

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88.

If your agency underwent a state examination in 2018, what was the total amount of man-hours lost as a result?

 

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89.

If your agency underwent a state examination in 2018, what was the total monetary cost in dollars you incurred as a result?

 

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90.

If your agency underwent a joint examination (both federal and state) in 2018, what was the total amount of man-hours lost as a result?

 

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91.

If your agency underwent a joint examination (both federal and state) examination in 2018, what was the total monetary cost in dollars you incurred as a result?

 

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92.
What was the total amount in dollars of federal corporate income or business entity tax, if any, paid in 2018? Note: please provide tax liabilities of the collection agency only. For pass-through businesses, such as LLCs, S-corps, and partnerships, DO NOT include individual income tax liabilities of owners, members, or partners.
 

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93.
What was the total amount in dollars of state and local corporate income or business entity tax, if any, paid in 2018? Note: please provide tax liabilities of the collection agency only. For pass-through businesses, such as LLCs, S-corps, and partnerships, DO NOT include individual income tax liabilities of owners, members, or partners. 
 

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94.

What was the total amount in dollars of charitable contributions made by your company to local, state, or national organizations?

 

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95.

How many total hours did employees at your company spend volunteering for local, state, or national non-profit organizations?

 

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96.

What was the total number of hours your employees volunteered at company-sponsored charitable activities for community organizations/events, if available?

 

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