Call Center (Sales and Customer Service)
VP Compliance Services’ Compliance Certified Vender program is an extensive review and audit of a Call Center’s policies, procedures, training, background and more. A Compliance Certified Call Center is a Call Center a lender can trust when looking to consummate a relationship with a Call Center.
VPCS will display all Certified Call Center’s audit and review results. Interested parties may reach the Call Center’s certification page by clicking the VPCS Certified Vendor logo on the Call Center’s website.
VPCS’ Vendor Certification program is not recommended to replace a lender’s own vendor review program. It may be used to help select a new Call Center lender will select for consideration.
For more information on VPCS’ Vendor Certification program please contact William “Rick” Wittwer at wrw@vpcs.biz.
| Call Center Certification | |
| Certifications & Accreditations | Description |
| Online Lenders (OLA) Accreditation | Certification |
| Debt Buyers Association | Certification |
| American Collectors Association | Accredidation |
| ISO | Certification |
| CLLA | Certification |
| SAS70 | Certification |
| Company Background Check | Comments |
| Liens, Actions, Fines, Investigations | Lexus Nexus Company Background Check |
| CFPB, FTC, & State AGs | Regulator Check |
| Licensing, Registrations, Bonds, and Insurance | Comments |
| State Licenses and Bonds | Review |
| Errors & Ommissions Insurance | Coverage Levels |
| Contract Review | Comments |
| Client Placement Agreement | Review of key elements of the agreements |
| Polices and Procedures | Comments |
| Fair Lending | Review of Policy (does one exist and is it complete?) |
| Identity Authentication | Review of Policy (does one exist and is it complete?) |
| GLBA | Review of Policy (does one exist and is it complete?) |
| Privacy | Review of Policy (does one exist and is it complete?) |
| Record Retention | Review of Policy (does one exist and is it complete?) |
| SCRA / MLA | Review of Policy (does one exist and is it complete?) |
| UDAAP | Review of Policy (does one exist and is it complete?) |
| TILA | Review of Policy (does one exist and is it complete?) |
| Vendor Management | Review of Policy (does one exist and is it complete?) |
| TCPA | Review of Policy (does one exist and is it complete?) |
| Information Security | Review of Policy (does one exist and is it complete?) |
| Information Security (GLBA) | Comments |
| Written Security Program | Review of Policy (does one exist and is it complete?) |
| Information Encryption used when transferring data | Review of Policy (does one exist and is it complete?) |
| Network Monitoring | Is 3rd party vendor performing? |
| Firewalls installed | Reviewed firewall technology and vendor |
| Default passwords and Security Parameters updated | Review of Policy (does one exist and is it complete?) |
| Protection against system attacks | Technology exists and is utilized |
| Restricted access to Sensitive Information | Review of Policy (does one exist and is it complete?) |
| Secure development of system and applications | Review of Policy (does one exist and is it complete?) |
| Physical Security | Review of Policy (does one exist and is it complete?) |
| Clean Desk Policy | Review of Policy (does one exist and is it complete?) |
| Facility Access Monitoring | Review of Policy (does one exist and is it complete?) |
| Audits | Comments |
| 3rd Party | Review of any 3rd party audits performed |
| Client Initiated | Review of any 3rd party audits performed |
| Training (Employee) | Comments |
| TCPA | Review of adequacy and frequency of training |
| UDAAP | Review of adequacy and frequency of training |
| FDCPA | Review of adequacy and frequency of training |
| New Client On-Boarding | Comments |
| On Boarding | Review of Prospective Client Questionnaire, Contract Review, Background checks, & References |
| Underwriting | Review of Quantitative Decision Criteria Utilized |
| Compliance Management Program | Comments |
| Oversight | Reviewed organizational structure, authority, and personnel |
| Monitoring | Reviewed monitoring programs for adequacy and frequency |
| Training | Reviewed training programs |
| Complaint Management Program | Comments |
| Written Policies and Procedures | Review of Policy (does one exist and is it complete?) |
| Public Internet Search | Performed to identify additional areas of concern |
| CFPB Complaint Database | Debt Buyer |
For more information on how our services can benefit your organization contact us at (877) 350-9933 X2 or sales@vpcs.biz
