When a consumer calls about a debt tied to someone who has passed away, the situation can be both sensitive and uncertain. Questions around responsibility, authority, and what can be discussed often come into play, making it important to handle the conversation carefully.
DavidLee Richardson from Harris & Harris joins Mike Gibb to walk through how collectors should approach these calls. He shares practical guidance on clarifying the situation, communicating with empathy, and keeping the interaction appropriate and compliant while working toward the right next steps.