The year 2020 didn’t just shift the global economy—it transformed how debt collection works, forever. Lockdowns, job loss, and stimulus programs changed consumer behavior overnight. Debt collectors in 2020 found themselves navigating not just delinquent accounts, but a completely new set of laws, expectations, and realities.
For landlords, property managers, healthcare providers, and small businesses trying to recover past-due balances, the post-pandemic era demands a smarter, more adaptive approach to collections.
Let’s break down what changed with debt collectors in 2020 and how the industry has evolved since.
2020: The Disruption That Changed Everything
When the pandemic hit, millions of Americans lost jobs or saw their income reduced. As a result, delinquency rates initially surged. But so did tenant protections, eviction moratoriums, and federal restrictions on debt collection practices.
Agencies had to adapt quickly. Collection tactics that once relied heavily on in-person service or traditional call centers suddenly had to shift toward digital, compliant, and empathetic communication.
This shift forced many agencies to rethink their strategy. Some exited the market. Others adapted. Agencies like Advanced Collection Bureau (ACB) leaned into technology and compliance to support clients through uncertainty.
To see how ACB tailors strategies for changing conditions, check out Debt Recovery Strategies for Apartment Communities with High Turnover Rates.
New Rules and Expectations for Collectors
Debt collectors in 2020 had to pivot quickly to remain compliant and effective. New rules from the CFPB, moratoriums on evictions and collections, and public pressure meant agencies had to strike a balance between recovery and empathy.
Key shifts included:
- Emphasis on FDCPA compliance and digital communication tools.
- Growing use of skip tracing to find mobile or relocated debtors.
- More focus on payment plans and less on aggressive collection.
- Greater demand for transparency and professionalism.
For property owners and managers, these changes meant partnering with a reputable, fully compliant agency became more important than ever. If your previous collection partner was slow to adapt, you likely felt the difference.
Need help understanding how rules have evolved? See Navigating the Legal Landscape of Debt Collection for a detailed breakdown.
How ACB Embraced the Post-2020 Era
At Advanced Collection Bureau, we saw 2020 not as a setback, but a chance to evolve. We invested in skip tracing, digital communication platforms, and twice-monthly credit reporting to increase recovery without increasing pressure.
We also strengthened our contingency model. Our clients still pay nothing unless we collect—a powerful promise that became even more critical during uncertain times. This model removes financial risk and keeps the focus on results.
Want to know how we combine this model with ethical collections? Read How a Debt Collection Agency Can Help Recover Lost Revenue.
The Legacy of 2020 on Today’s Debt Recovery
The events of 2020 permanently altered how consumers respond to debt collection. Today’s debtors expect professional tone, flexible solutions, and clear communication. Agencies must meet those expectations without compromising recovery performance.
For businesses, this means:
- Working with a U.S.-based agency that doesn’t outsource.
- Ensuring your agency uses modern tools to locate and contact debtors.
- Choosing partners who understand both the human and legal side of collections.
ACB continues to lead the way for landlords, property managers, and businesses navigating the post-pandemic recovery process.
Debt collectors in 2020 were forced to evolve—and the best ones did. If you’re looking for a partner who understands the new landscape and can recover debt with professionalism and results, ACB is here to help.
Get started at advancedcb.com/work-with-us and recover more with confidence.
