Print Page   |   Contact Us   |   Sign In
Online Store - Login to view member pricing: Guides & Tools
Main Storefront

Call Recording (Operations Guide 2014)

Item Options
Sign in for your pricing!
Price: $199.00
Quantity: *

Return Policy

The Compliance Professionals Forum strives to provide compelling, informative, and useful products to the those tasked with compliance efforts in the ARM industry. If you are unsatisfied with any product for any reason, you can return it for a full refund. Please contact or call 240.499.3834.

About the CPF Research Library

The Compliance Professionals Forum's Research Library is one of the most trusted online bookstores for the ARM industry. From reports to tutorials to webinars, our products are designed specifically to put you ahead of the game and the regulators.

As part of its debt industry examination procedures, the Consumer Financial Protection Bureau (CFPB) focuses on four objectives:

  • To assess the quality of the regulated entity’s compliance management systems, including its internal controls and policies and procedures, for its debt collection business.
  • To identify acts or practices that materially increase the risk of violations of Federal consumer financial laws in connection with debt collection.
  • To gather facts that help to determine whether a regulated entity engages in acts or practices that violate the requirements of Federal consumer financial laws.
  • To determine, in accordance with CFPB internal consultation requirements, whether a violation of a Federal consumer financial law has occurred and whether further supervisory or enforcement actions are appropriate.

Towards that goal, the CFPB’s auditors and investigators will want access to a variety of your agency’s policies, procedures, and, when applicable, call recordings.


This Operations Guide comes complete with a link to the full video recording of the webinar -- great for use for all-staff trainings and quarterly in-services -- as well as a Certificate of Completion. This is a great resource for tracking training, allowing regulators and clients to see your agency's commitment to continuing compliance and education!

Product: PDF Download, including link to webinar video and Certificate of Completion

Pages: 71 pp

Published: 12 August 2014

From the CFPB’s “Examination Procedures”:

General Considerations 


Completing the following examination modules will allow examiners to develop a thorough understanding of the regulated entities’ practices and operations. To complete the modules, examiners should obtain and review the following as applicable:

  • Policies and procedures
  • Telephone recordings
  • Monitoring procedures

Table of Contents



  1. Call Recording: The Landscape
  2. Single-Party and All-Party States
  3. Acceptable Forms of Notification
  4. Call Recording: The Business Case
  5. Call Recording: Legal Compliance
  6. Call Recording and the CFPB
  7. Policies and Procedures: Call Retention
  8. Frequently Asked Questions: Call Recording
  9. Appendices
  10. Appendix A: insideOperations: Call Recording Transcript
  11. Appendix B: CFPB Examination Manual
Association Management Software Powered by YourMembership  ::  Legal