Case Study: a national financial institution achieves Reg. F compliance and payment efficiency with Customer Dynamics SAFE SELECT and C3 Payment

National Financial Institution utilizing a BPO for Collections

Customer Dynamics worked with a national financial institution that used a BPO to place collection calls on past-due accounts and needed to ensure all borrower communications complied with Reg. F (FDCPA). The challenge was to control voice, text, and email outreach within regulatory limits while also respecting borrower-specific contact preferences and communication windows.

Customer Dynamics implemented SAFE SELECT, integrated through standard API with the institution’s lending system, to track all contact activity on a profile basis and suppress noncompliant attempts. The solution also included embedded PCI/DSS Level 1 certified C3 Payment for secure payment collection, along with agentless SMS campaigns and payment links, helping the institution and its BPO operate nationally, improve payment efficiency, reduce agent workload, and achieve significant ROI.