Common use of Training Standards Clause in Contracts

Training Standards. A. Client Procedures Training shall be provided for all new hires and continuous/annual training for all current employees assigned to work on Client’s Referred Accounts. Training must include the following for the line of business stated above: • Employee Handbook • Acceptable Use Policy • Security Awareness • Fair Debt Collection Practices Act • Telephone Consumer Protection Act • GLBA/Privacy and Protection • Submitting Suspicious Activity Reports Procedure • Electronic Funds Transfer Act/Regulation E • Skip Tracing • American Collection Association Code of Ethics Policy • Confidentiality and Non-Disclosure of Client’s Referred Accounts • State Laws governing collections • ID Theft/Fraud Awareness • Unfair, Deceptive or Abusive Act or Practice (UDAAP) • Fair Credit Reporting Act/Regulation • Bankruptcy • Debt Counseling/Financial Hardship Ongoing training or additional line-of-business specific documents will be provided to Agency as needed or determined by Client. Agency will be responsible for compliance of all communicated work standards and account handling. B. Testing on FDCPA and State Laws All Agency collectors and collection managers working on Client’s Referred Accounts are required to be trained and tested on the FDCPA and state laws at hire and on an annual basis. Agency will provide proof of such testing and applicable scores at the request of Client, and shall achieve acceptable passing score as determined by Client. Failure to achieve a passing score shall disqualify an applicant or existing Agency collector or collection manager from continuing to work on any Client’s Referred Accounts; provided that, nothing herein shall prohibit the retaking of any test by an employee who has failed a test and the re-instatement of such employee to performing Client’s Referred Accounts after receiving a passing score. C. Training and Communication Log Agency is required to maintain a training and communication log. Agency shall provide a copy of such training and communication log to Client as reasonably requested from time to time.