NIME 28 | Debt Collection Service


One of the strategies that note investors use to close out loans is door knocking. It literally means knocking on the door of the borrower’s home with the goal of collecting debt. However, the door knocking business has evolved over time. It’s becoming more and more important that door knockers or debt collection services are compliant with the Fair Debt Collection Practices Act. The National Creditors Connection Inc. is one of the leading third-party servicer in the industry. Monica Carpenter, their Sales and Client Retention Lead, talks about how NCCI is proud of their compliance and how their licensed debt collectors engage with borrowers with respect and professionalism. She also speaks to the productivity of their methods and how they’ve become an instrumental partner for note investors.

Listen to the podcast here:

NCCI: Changing The Perception Towards Debt Collection with Monica Carpenter

We have Monica Carpenter on from NCCI. You can check out my book, Real Estate Note Investing Mentorship. It’s available on Amazon. Monica, welcome to the program.

Thank you, Martin, for having me. It’s a pleasure.

Tell us a little bit about NCCI for those of us who don’t know.

Our CEO started the company many years ago. He came from the door-knocking field services industry. We’ve encompassed that into our day-to-day work environment. We are there to assist and being your eyes and ears out in the field. Any distress loans or properties, nonreciprocating borrowers or anything of that nature, we’re there to assist with being able to make that contact and sufficiently get them on the phone with you as well as report the conditions of the property and their situation.

I know that after using NCCI, I understand the quality that I’ve received. Also more importantly, I understand it’s got to be chaotic to put together a system whereby you have an outreach across the country to have providers go out to do door-knocking on behalf of NCCI.

We are nationwide. We do service anywhere from the one-by-one to the large servicing companies out there. We are definitely accessible to most areas that some find hard to reach such as Alaska, Hawaii and Puerto Rico. It is a very fine line between being able to remain compliant as well as being able to sufficiently reach out to these nonresponsive or distressed loans.

How did you yourself get involved in the business?

I started in the mortgage industry at seventeen. I started as a processor and worked my way into underwriting and then working for some of those larger servicers such as Wells Fargo, US Bank, AMC or Ameriquest at that time and working more on the legal side. Title, those loans that possibly shouldn’t have gone into foreclosure and they had and those escalated type of deals. I’ve been very blessed in being able to keep that going. I did that for about maybe about twenty years. I got out of the industry for about a year and then decided, “How can I get back into the industry without being an underwriter?” My expertise and my niche comes from the mortgage background and distress loans and being able to reach out to either client such as yourself, partners as well as the homeowners themselves. I’ve got a little bit of a different type of background because I worked on the legal and servicing side for quite some time.

You worked yourself up to a big-timer now.

I’d like to think so.

You have a whole team that you’re managing. What’s fascinating about NCCI is when I first connected with you all I thought, “Here’s a company that will go out and perform door-knocking services. They do the two knocks per X amount of dollars and they’ll provide your report a week or so afterwards.” Apparently, you do a whole lot more than that.

We did start out as that traditional verbiage, door-knocking company but we like to think of ourselves as an engagement type of company. We like to make sure that we’re bridging that gap between those that maybe are in a predicament that doesn’t allow them to see past what they’re going through. We definitely have those out in the field that has been with us for twenty plus years in some cases as field rep sets. That’s encouraging to some of our partners as well as to those that you service because that goes to show that they understand what’s going on, they understand what kind of situation we’re dealing with. It is a fine line being able to get those once non-reciprocating borrowers to be able to reengage. That’s where we come in. Being able to stand behind our compliance and our regulations and also those that are regulated across the board between the governments and things of that nature. It’s important to us. We try to make sure that we maintain that higher level of service to make sure that homeowner is in a more comfortable situation and being able to reciprocate.

You sound like a partner almost. From the perspective of the note investor, especially let’s say someone on the newer side, they don’t have their systems in place yet. They’re still learning the flow of asset management and all the steps that are involved. They buy a few notes and they get to the point where they’re like, “I’ve got to get the assignments recorded, I’ve got to get loan servicing setup.” They get led along the process and then they go down the legal road, but where they’re missing a key ally in all of this is NCCI whereby you will partner with them and you will provide not just door-knocking services to go and make contact with the borrower. Tell us about the other types of outreach you do with the borrower to help bring them to the table.

What I think is important to remember is that we’re not just a servicing company. We try to make sure that those that we are servicing, whether they’re the singular note buyer or the large servicer. Some of the services that we provide are for the top ten in the nation. We help the “little guy” and we helped the big guy just the same. Everybody is equal to us because we appreciate the business and the partnership. We’ve partnered up quite a few numbers of times where you sent us over referrals and I’ve been able to consult them and assist them with what their next step might be. As you said, they may be a little green in coming into the note buying industry. However, we’re here to provide that type of partnership. It’s not just us trying to obtain the business.

With that being said, we do what we call borrower outreach, which is your “door knock.” We also do what we call face-to-face. That would be providing a loss mitigation package to the homeowner to allow them and you to understand what their situation and their intent are. What the property condition is and what workout options and settlements that you may have for them. We also provide detailed reporting for property inspections, not for valuations, but it’s more so condition of the property. A picture tells a thousand words, so it’s not just our field rep that’s going out to the location to report what he sees, but also to provide those eyes out in the field so you know what kind of condition your property is dealing with. Should you have to retain it through foreclosure or short sale or anything of that nature.

NIME 28 | Debt Collection Service

Debt Collection Service: It’s a fine line being able to get non-reciprocating borrowers to reciprocate which is why NCCI does more of an engagement approach as opposed to the traditional door-knocking concept.


That’s the bottom line. The property is the collateral backing the promise and you’re trying to get in touch with the borrower so you can reengage on that promise. In the meantime, you want to understand the condition of the property. You’re providing all those services. Now, you can go and pay a realtor $125 to do the drive by and give you comps and everything else. I know what you’re providing is a much more comprehensive package. You’re trying to make a connection with the borrower. You can go and extend the loss mitigation package to the borrower at the time of contact.

You can ask the borrower if it’s okay to call the lender right on the spot, which is a huge service and then they’re going to post that notice on the door and it said, “Contact the lender. He or she needs to talk to you.” You also give all the pictures of the exterior like a realtor would do with the BPO. I would also say that your process is very streamlined and that’s what I’ve always appreciated. You go log in and you set it all up based on answering the questionnaire. I can also give you special instructions, “I like the door knockers go out in evenings or weekends.” From that point, I’ll get progress in a week or two whenever everything occurs, “Can I work with you?”

You hit the nail on the head. I was just going to ask you, “Would you like to have a job?” Because you’ve been able to utilize the service for your own assets. We’ve partnered up several times with some of the referrals that you provided us, which we appreciate. What everybody said, bottom line and hands down and compared to our competitors. Aside from our top of the line compliance and education tools that we provide, we’re also providing that extensive reporting. We are killing two birds with one stone. We’re attempting to make that contact. We’re validating that borrower. We’re getting them on the phone with you folks. It’s a matter of convenience sometimes.

If we have that person right in front of us and we see that they’re reciprocating or they’re open to communication, why don’t we just get Joe on the phone? We’ll dial-up the phone number that’s predetermined and have you guys speak with them. It’s an open door that wasn’t there before. On the flip side, we’re also going to do the background, which is to let you know what type of condition this property is in. That is huge because at the surface of the picture you’re going to see it’s just a home, but are you looking and paying attention to the mail that’s piling up on the front door? Are you paying attention if the garage door is open? Maybe there are a lot of boxes that somebody might be moving or a different license plate that might be on a car. All these things tell a story.

We’ve had several instances where we’ve had a partner come back and say, “This didn’t benefit us.” I said, “Let’s break this down. You gave me the background on this particular borrower and I’ll tell you what I see.” Having somebody who’s been in the industry for fifteen, twenty years and seeing this type of assets and see the different ways that I can piece this puzzle together and pretty much hit the nail on the head. It will help you out to understand, “This is how I need to look at this. I need to go through this with a fine-tooth comb.” Especially those that have never been in the note buying industry before. It’s a very different beast. There’s plentiful. Being able to have that type of outlook and realize that it’s not just a house that you see the number of the street address on. You can see several different things. Is the grass overgrown? It’s probably in distress. We would go to the neighbors to see, “Does Joe next door still live there?” Respecting the Privacy Act, neighbors will open that door for you.

You can have all the systems in place for note investing, but it’s the minute details you need to perceive to know how to proceed. Click To Tweet

I’ve got that message because the people that go out, they leave messages for us in the reports. The message was, “Asked a neighbor and the borrower still lives at the property.” I liked that question block that says “Is the property owner-occupied, tenant-occupied, vacant?” That’s extremely helpful. What’s interesting is you go and you pay your note investor and you’re going to pay $10,000 to $50,000 for this note and you’re going to go and pay all the money to spend all the time to vet it. Pay a retainer for legal to start their process and you’re going to do all these steps that are going to be capital-intensive. How in the world would you not include an NCCI who’s going to provide all these partner type services that will help get the borrower to the table? You guys are not cheap, but you’re affordable given the money that’s at stake.

This is an investment and you have to be able to put in what you want in return. That energy that you put into it, you will get that ROI in return. For some success is viewed in different ways. For me, success is any finality that I can bring this particular loan into. We may not have been able to contact your borrower. It may be a vacant property. However, that’s going to bring finality to you. That’s going to allow you to do what you need to do to move forward. I think that’s a huge misunderstanding sometimes for those that haven’t been in the industry for very long. They think, “Making right party contact, yes that has a particular success to it,” but being able to get these third parties on either side, these neighbors that are able to tell us, “Joe doesn’t live there anymore. I haven’t seen him in months.”

Now, I know how to proceed and what to do. I know that I’m not going to spin my wheels and try to contact this person over and over again when there won’t ever be reciprocation because the guy doesn’t live there. I think those pieces of the puzzle are a very important and pertinent to what it is that you guys are trying to do. Yes, it is an investment. You’re going to be able to see the ROI on either side of it, whether it be that we weren’t able to communicate that the borrower was there, but we were able to see that it’s vacant or that it’s rented out. You know which way you have to go with that or it’s going to be that we reciprocated the conversations with them, we delivered the package to them and they’re ready to proceed with you on a settlement.

I like how you’re mentioning all these little cues and how they need to be interpreted because you can have all these systems in place and the blueprints for note investing and have everything mapped out. At the end of the day, it’s these little minute details, you have to be going, perceiving, and process to give you information on how you need to proceed. I’ll give you an example. One of the NCCI reports was from a borrower. He had no trespassing signs and his house was disguised with all various foliage and trees and everything else. It gave me a clue that this person may not be a person that is going to want to come all nice and friendly. There are different things that can tell you and that’s not something you can know before you get into the investing process. Monica, I have to ask, are you note investing yourself?

No, I’m not.

NIME 28 | Debt Collection Service

Debt Collection Service: Ending a loan after determining that the borrower is no longer reciprocating allows the lender to move forward with what they need to do next.


Are you feeling it’s going to happen at some point?

To be honest with you, that’s always something that I’ve had in the back of my mind because it’s such a fascinating industry to me. At seventeen, I have hooked already in the mortgage industry. I started in telemarketing. I’ve been very fortunate to have mentors that were CEOs of companies. I told him, “I want to do this. I’m fascinated by it. I love numbers. I love people and I love helping people. I just love that gratification.”

Howard Ten has said you’re a smart lady. He likes you already. Howard Ten is one of the smartest guys I know. He’s out in Orange County as well. What he does is he lends to note investors. If you ever want to learn that angle of it, it might be less capital intensive. It may be the more risk-averse type of investing. I’m not going to rest until you get in the game because you are surrounded by it.

My first leads, the gentleman that I was referring to, he told me he wasn’t going to give me a lead. He wanted me to penetrate an industry that he hadn’t seen at his company yet. I had to go out there and to knock door-to-door in different to places, and I ended up landing on a great project with those individuals that are with bail bonds. That’s how I started my door to door process and trying to get in. I appreciate the distressed side of the industry.

I’ve got to tell you in all honesty, it’s a male-heavy industry. We need more women in the industry.

Note investing is a male-dominated industry that can benefit from diversity. Click To Tweet

I think that’s what drives me too though.

How did NCCI start? Did they start with a debt collection component and then they evolved it to this comprehensive outreach approach?

You’ll be quite surprised. It was the opposite. Our CEO is very active in the business itself. He still goes out to visit clients. He’s very in tune. He started on the credit union side. He was a field rep at one point in time and he did that for many years and knew that he could provide something that would last a lifetime. Many years later, here we are. With a credit union, they’re a very personable and community-driven type of organization. That’s the route that we go, whether it be that large servicer or investor. We’re dealing with investors as well, down to the credit union or those note buyers. We try to provide an equal service to everybody. We did start there and then from there got our collections licensing. We expanded from being out in the field to where we are.

With your debt collector’s license, there are no states you’re prohibited like North Carolina. You’re good to go.

In every required state, we have our license.

NIME 28 | Debt Collection Service

Debt Collection Service: NCCI makes sure that they treat their clients as partners no matter what their business size is.


What is your ideal client?

Our ideal client is somebody who’s going to provide a partnership with us. It doesn’t matter whether it’s one or whether it’s tens of thousands that we receive a month. We’re closing approximately 40,000-plus transactions every single month. That goes to show where we’re at in the industry. We don’t choose the big guy over the little guy by any means. We try to make sure we understand that those folks that get involved with us are partners. You’re not just the client to us. You’re not just a number and you’re not a lone number either. We are an extension of you. We try to make sure that we let that be known right away.

What a great philosophy to have.

It’s a great company to be a part of it. We are an evolving company too. We don’t just keep you in a box and we don’t just keep ourselves in a box. We’re constantly trying to get out there, attend several different conferences that are going to help us educate ourselves as well as educate you folks in the industry. Sometimes we miss like anybody else, but those are growing pains that you learn from. It’s a benefit I think to everybody because the type of service that we provide is an extension of you so we have to respect that.

I view the mark of success for a large organization is when you treat the little guy as if they’re the large guy. That little guy feels like he or she is being treated like one of the bigger players and you do that. I’ve always felt like a valued customer yet I may be only one of the 40,000 for the month. That’s a whole testament to you guys in what you do. I like that mantra that you have where you are looking to partner with people. You’re looking to build a relationship with a client to play. Where do you see NCCI? Are you going to increase your market share within the space and grow through branding and all of that?

We’re constantly growing. Every conference that I’ve been to, we’ve been able to maintain a pretty huge following, which I think speaks volumes. Not only on our ownership but the type of personnel that we have here. I think where we’re at, we’ve seen a huge growth pattern for us internally, which also lends to that evolutionary process. It’s important to understand that because your industry is changing all the time and we don’t just deal with mortgages. We deal with auto finance and SBA. Understanding where these three different realms come from and how we can fit into your space is the most important piece because that’s what we need to do. We need to fit into your space. We’re definitely growing internally and externally. Our partnerships are growing constantly. We’re going deeper and wider with a lot of these larger folks that have five or six types of services and it’s not just one or where their number one vendor. At one point we were their number three go-to guy and now we’re their number one. We see those changes happening every day.

One of the things that changed in the industry is the speed at which you transact. Whether it’s engaging with the seller or closing on the transaction promptly or it’s minimizing the time it takes to do a workout so you can take advantage of the time, the value of money and all those other factors. One should be doing as much as possible to get in contact with the borrower if your objective is to get a loan modification or some type of exit through the borrower. Which conferences are you going to up and coming?

There’s a lot. We submitted our wish list, all of us in retention and sales. That is to be determined still. We have a few of our outside sales reps that are constantly out on the road. They’re going to all of them. We’re always out there. We’re not a closed book. We don’t just say no. We will always entertain or take a look and see what’s worthwhile for us to go out there. If you guys have any suggestions or Martin, if you had suggestions, which you’re constantly throwing at me, so we appreciate that.

My only suggestion is plain and simple. If you see Monica Carpenter at an expo, you need to do whatever possible to buy her steak dinner that night and spend much time as possible with Monica. For anyone that’s reading, she spends her whole work-life talking to other investors, top ten banks and various credit unions. She has deep insight into these industries as well as deep insight with her Rolodex. I know it’s nice to hang out with all the mainstream exchanges out there and see what they have floating around inventory-wise, but dig a little deeper and spend time with players that are truly in the weeds on a day-to-day basis and that’s Monica.

Thank you. I appreciate that, Martin. I’m very friendly, so if anybody wants to come over and say hello, you don’t have to buy me that steak dinner. I’m interested to see what you folks are doing because we’re trying to learn from you guys too. Those that have been in the industry for quite some time. We try to be as innovative as possible. We’re open to suggestions, to new partnerships and consulting always. We are reaching out to various types of clients. You can pick our brain and we can pick yours.

NIME 28 | Debt Collection Service

Debt Collection Service: Partnership is the mark of a good note investor. The ones that are partnering and making groups are the ones that are successful.


A partnership is what I feel is the mark of a good note investor nowadays. It’s the ones that are partnering, forming buying groups and forming action partners that are connecting together to go after deals upstream, those are the ones that are successful. You need partners and that support mechanism like NCCI can provide. I’m not getting paid for this. Monica has no affiliation program. There’s not one penny that comes to me on this. I’m just telling you based on my experience with NCCI and what I know of the industry. The note investors that are having the most difficulty are the ones that are not building their identity. They’re not forming partnerships and leveraging that to go after larger action. They’re still waiting for tapes to come their way and they’re in reactive mode for the most part.

Proactive versus reactive. I say that all the time and they always tell me, “What did you do? Read a Tony Robbins book?” I am a firm believer in that because taking the proactive approach, you’re going to fall down a couple of times and get some scuff marks. The thing is that you’re going to learn from it and you’re going to know. This is an investment for you. Ultimately, it’s going to pay your bottom line and your overhead. You have to not only invest in it financially but emotionally and professionally. I think that’s where a lot of people think there’s a high-priced dollar in this, but on the flip side of that, it’s also your time, your efforts and partnership is huge.

For myself, even though I’m not directly in the industry anymore, I network like crazy to make sure that I’m maintaining those partnerships that I’ve had since I was seventeen for many years plus years. New partnerships that have come on, like with Martin, and others that he’s brought to us that we’re still engaging and working with. I think that it’s a test of time. You end up developing friendships. The network becomes a spider web and you become a force in the industry. That’s a huge key for those that want to be successful.

That’s a great roadmap you laid out. I will say you’re well-worth the steak dinner. I’m just going to go back to that. That way you get one-on-one time with Monica. When she starts dropping knowledge on you, you’re going to have other people coming around and taking notes and everything else. Someone like Monica, you want to get one-on-one. We spend a little time at the IMN Conference and I learned a great deal from making that connection. You’re out in Orange County too, I believe. We have a lot of West Coast players in the note space. There is much love going out that way.

That’s why I always try to get to the DME out in Orange County because I know it’s a whole other group of strong players that exist out there. The idea of the foreclosure timeline and if you’re basing your turnaround time based on that, you have states like Georgia where you’re going to get the property back in 45 days uncontested. You need to think about how you can work with Monica on a close level so that way you can send the door-knockers out more so, versus that once every two months. It can’t be an afterthought to use Monica.

Engaging and developing friendships is the key to becoming a force in the note investing industry. Click To Tweet

The timing is huge, Martin. I can’t tell you how many times that we have engaged with a potential partner and they give us their timeline. Although, we understand that these are families that have been affected one way or another and the bottom line is they’re not able to pay. We understand that but we also understand that as a business. We also understand that there are regulations that protect you and there are regulations that protect the homeowner. We try to help you understand what that timeline means for you. There’s a lot of room for interpretation on a lot of these different regulations and rules. That’s why we’re here. There have been plenty of times where I’ve been speaking on the phone with the partner and we’re in the initial stages of discussing our services and they’re like, “This is what I do.”

I’m here to open the door and to remind you that it’s not just this little picture that you’re looking at. I’m here to remind you that I look at the entire picture. That’s what NCCI does. Sometimes not being in the front lines means that we’re a little bit out of touch and that’s okay. We’re here to remind you that there are these little things that we can do or these not so much loopholes because we like to make sure everything’s out in the open and very transparent. These are different avenues that you can go to. I was on the phone with a very large investor. They were telling me, “We want you to go out during business hours because we want to make sure that we have personnel here in the office accessible to make that call.” I said, “That’s great. I respect that.”

However, if at one point this person was a nonresponsive borrower and we have our field rep out there and this individual is open to a warm call transfer, which is us dialing up, then why would you shut them down and close that door and say, “No, we’re not going to do a warm call transfer because we don’t have somebody there.” To me, allowing that homeowner who was nonreciprocating to leave a message and say, “This is the good call time. I tried reaching you.” That’s opened that door again. We’re here to remind you that it’s not just that little box or that little circle that you have to fit in. To me, that is a success because they began to see, “Maybe they are.” It changed their frame of mind and it changed your frame of mind because you’re not saying, “I want them to be accessible and go out during eight to five because that’s what I have available.”

You have to treat things like a business owner at the end of the day. What’s interesting is accessibility on that same topic. NCC I did a door-knocking for one of my protégés on a note that they owned in Delaware. The borrower had been nonresponsive to that point, but it hit the borrower the reality of the situation when the NCCI door-knocker came to the person’s home. They accepted talking to the lender on the phone, which was one of my protégés. As a result, a $10,000 check was issued towards past-due interest arrears and a loan modification was the end result of that door-knocking. Whereas in Delaware, legal can be a pretty penny. $4,000 out for the attorney to start the foreclosure and the cost of the note and everything else, but it’s the $100 door-knocking or whatever the cost was for that door-knocking that brought borrower to the table for resolution.

The other thing too is we are interested in the residual. We like to hear that feedback. For myself, the clients and the partners that I work with personally, I asked for that information. It could be that the residual reciprocation could come 60 days down the line, but you never know. If we were out there, we would hand-deliver this letter. We attempted to talk to your borrower. That’s three pieces of communication that we’ve provided. In addition to that, because we are a compliant third-party servicer and we are licensed debt collectors, we have to abide by the FDCPA letters. We also send a fourth form of communication.

NIME 28 | Debt Collection Service

Debt Collection Service: Note investing deals with debt which is a personal issue, but at the end of the day, you still have to treat it as a business.


The likelihood of us being able to help that borrower understand. You’ve got to get in the frame of mind of the borrower, “They know where I live, but they put somebody out on the street to talk to me. They’ve already provided me with two different letters. Maybe it’s time.” For those clients that I touched base monthly and I’m talking to on a day-to-day basis, I’m interested in knowing why? What? happened? Was this a remedy for you? How do you feel about that? I’m interested in that. That’s why we do not just have our sales team out there, but we have our client retention team that tries to maintain that understanding. How are we affecting you positively or adversely? How can we make this change so that we fit into your realm?

I have to imagine in your position, you hear more of the bad stories, “I don’t think the doorknocker went to the home or the pictures were bad.”

There is none of that.

You don’t hear enough about, “The doorknocker did a great job and I got a loan modification as a result.”

It’s one of those things. I wanted to touch wide on that. In most cases, human nature is to complain rather than to appreciate verbally. We understand that, but that’s our retention team’s job. Our job is to make sure that we do not just hear the bad, that we hear the good. We’re out there reaching out to every single client that we have with NCCI. We don’t just man our own pipelines, but we man the entire fort as far as communication. We have to be able to translate in operational terms to our operations team, to our vendor management team, to our executive team and then back down to our clients and our partners.

Human nature is to complain rather than to appreciate. Click To Tweet

What we do is we are the support team for the entire company. We do get to hear those success stories. There’s one individual that you had referred over to us and we’ve had a partnership with. It was very funny because he had told me he had been doing this for quite some time and he was going to try to give this a shot because he had worked with another door-knocking company. He was like, “You came highly recommended. Thank you.” He’s like, “I just want to see what you guys are about.” He provided us with two loans to go out to. In those two loans, thankfully we did have a high success rate.

We were able to make the right party contact. We were able to have the borrower put on a phone call with this individual. Later on, about three or four months down the line and I don’t even know if it’s the same person you were referring to, but we got a call saying, “They brought their loan current and we were able to settle with them but to us, it’s current because we did do a settlement and we’re moving forward.” I said, “That’s great news.” We understand that our piece of the pie is based on delinquency. If you have a low delinquency rate, we’re going to congratulate you because we can appreciate that. Even though it’s decreasing in our volume and revenue, that’s okay. We understand the balance between what we do, what your efforts are and what your bottom-line goal is.

What’s the percentage you’re seeing the warm transfer happening?

With our right party contact on a singular attempt, we’re looking at 22%. With our warm call transfer rate, that’s about 22%. Our average turn time for the singular attempt is three to five business days. On our two attempts, we have a 27% right party contact rate and a 50% warm call transfer rates. That’s about fourteen days turnaround time. In most cases, these turnaround times are just across the board. Remember, we’re servicing 40,000 singular individuals. We do have some of our partners that we’re grandfathered into the three attempts. That has a great success rate too. We have a 35% success rate on right party contact and about 15% of warm call transfer rate. That’s about 20 to 30 calendar days for turnaround time.

Let’s say that the foreclosure timeline is six months in the state, how many times should they have NCCI go out in your opinion?

NIME 28 | Debt Collection Service

Debt Collection Service: You can do what you want so long as you’re respectful to everyone else.


I personally feel that it’s an escalation process. Whenever I talked to anybody, I asked them what they’re doing first. My suggestion is always you don’t want to put the vinegar out there. You want to put the honey out there. I suggest starting out with possibly a letter delivery or even just that door knock. The initial attempt is welcoming them, telling them, and getting that warm fuzzy feeling trying to flow. Remember, they’ve been in distress for quite some time, which is why you’re here. They’ve been getting negative outreach for the last several months. Changing that thought process and starting from scratch, sending out that letter, introducing yourself, letting them know that you understand their situation and telling them, “Give us a call. Let’s see what we can work on with you.”

I would do that probably about the 35 to 45-day range from the time that you received that asset. Remember every time you reach out to them, you have to give 30 days for a response. When you’re hitting your 60 to about almost at the 90-day range you want to send out that initial or first person to person contact. Whether you do it as a singular attempt or multiple attempts. You are engaging them at that time because it’s like a child. You tell your child once, “Don’t do that. I’m going to let this one go.” The child comes back and does the same thing a few weeks later. You’re like, “Now you have consequences because I’ve already told you not to do it.” It’s the same approach that you want to handle.

How about a few minutes later the child comes back and does it?

You still have to give them time to process the information. For the outreach as you’re going through this timeline, 30 to 45 days, you’re going to hit them with a warm fuzzy letter. In 60 to 90 days, you’re going to hit them with your first attempt. For those that are in pretty bad shape, you want to hit them just before you’re getting into that foreclosure range. You’re still pre-foreclosure, but you’re just right there at that cusp. What I would suggest sending someone out there, not to make contact but to do a property inspection. Now they see they need to stop this because it’s going to start to snowball on them and a lot of times that lights a fire under them. I feel that it should be done in stages.

I love what you’re saying because this is in conjunction to any legal effort you’re doing, to the loan servicer sending out loan account statements to any kind of outreach that you’re doing as a note investor. It’s all a comprehensive effort to make a connection with the borrower and bring them back to the table. We have a very important question, Monica, “Can you explain about being grandfathered into the three contact attempts?”

At one point, we were offering three attempts to anybody who wanted them. It’s few and far between that we have anybody asking for three attempts because of the length of time that it takes to be out there. We’re going to do one during a week and one on the weekend and then we’re going to do one during the week or on the weekend again. Just because of the length of time, some feel that, “We need to get this rolling.” It’s a loosely used term as far as the grandfather because we don’t have very many of those that are being asked.

Hats off to NCCI and to you, Monica for an incredibly successful career in our industry. It’s great to see the culture that NCCI has. The systems are phenomenal. I’ve never had an issue with NCCI. I’ve always felt like a valued customer. You are my go-to people to refer people to you. I truly appreciate everything you guys are about. I’ll ask one final question. What are some of the rituals you have in your daily routine that help lead you to your success? I’m talking personally.

I pray every day. That’s my go-to. The moment I wake up, I put my daily devotions, my good word, the good energy and the goodbyes out there because I feel everybody’s got a place. I feel like if I can put good energy out there, I’ll get it in return. I make sure that no matter what I do, whether I was a loan officer or I was out there trying to make a buck for myself, I always try to make sure that I was in an industry or at least reachable and accessible to those that needed help. That’s what’s kept me going. In this case, it changes. It has been an evolutionary process for myself. At one point, I was helping borrowers directly and now I’m helping partners that are much larger than myself and some of those that are newer and any type of knowledge that I can provide and put out there, I try to.

You don’t have to apologize for spirituality. One of the things I end with God bless and everything else. One of the reasons I do it is because I’ve built freedom in my life. It’s a reminder that you can do what you want as long as you’re respectful to everyone else. You can do what you want because I’ve built that for myself. Monica Carpenter with NCCI, thank you. Thank you, everyone. Check out for some more information. God Bless.

Thank you, Martin. I appreciate it.

Until next time.

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About Monica Carpenter

NIME 28 | Debt Collection ServiceFor the last several years, I have been very blessed to be working with a great group of talented individuals and such an amazing company. NCCI is based out of Orange County, Ca. and provides services across the United States, including Alaska, Hawaii, and Puerto Rico. At NCCI, we specialize in providing Field Call services ranging from Borrower/Member Outreach, Property Inspections, Loss Mitigation services, Document Delivery, Collateral Inspections, and Business to Business Validation services that will allow your organization to minimize loss and leverage your return on investment.

I have been tied to the mortgage industry for close to 20 years now, and I love what I do. I was very fortunate to start at a company (Metropolitan Home Mortgage) that was able to mold me and I have enjoyed it ever since. I have worked for large banking institutions specializing in Residential Portfolio Management, Loss Mitigations, Record Retention, REO Solutions, Default Management with Foreclosure and Bankruptcy, Title Procurement, Collections, Asset Recovery, Sr Underwriting, and Sales.

Over the course of my career, I have been very blessed to have assisted with start-up businesses and to have several successful side ventures that have allowed me the opportunity to understand the importance of self-accountability and compassion for customers regardless of their circumstance.