Compliance
We Don't Just Meet Standards — We Set Them
Regulatory Compliance
Capital Review Management strictly adheres to all applicable statutes and regulations as documented in our CRM-1.x Regulatory Compliance policies. This includes the FDCPA, FCRA, GLBA, HIPAA, Privacy Act of 1974, PHI protocols, and the TCPA. We enforce a 7-in-7 call frequency rule, maintain 4-year TCPA consent records, and process opt-out requests within 24 hours. Our compliance frameworks are continuously updated to protect both our clients and their consumers.
California-Specific Compliance
Capital Review Management maintains full compliance with all California-specific regulations and licensing requirements as outlined in our CRM-9.x State Compliance Matrices. Our operations strictly adhere to the Rosenthal Fair Debt Collection Practices Act (RFDCPA), providing additional consumer protections beyond the federal FDCPA. We comply with the CCPA and CPRA, ensuring California residents have full transparency and control over their personal information. We also maintain compliance with California's time and place restrictions, validation requirements, and consumer notification obligations, with regular audits of all state-licensed operations.
Staying Ahead of Regulatory Change
Compliance is not static — and at Capital Review Management, our CRM-1.2 Regulatory Monitoring policy ensures we stay ahead. Our Chief Compliance Officer maintains continuous oversight of legal and regulatory developments across the country. We proactively update policies and procedures with a 60-day lead time before renewal deadlines, and enforce 30-day pre-reporting verification windows to ensure your accounts are always handled in a legally sound, fully transparent manner.
Technology-Driven Compliance
Capital Review Management's digital-first compliance infrastructure — governed by CRM-8.x Technology Governance policies — integrates people, processes, and tools to maintain airtight controls at every level. We implement TCPA-compliant dialing systems, PCI DSS-certified payment processing with tokenization, AES-256 encryption, and MFA across all platforms. AI-assisted calls require disclosure per CRM-8.3, with 10 random calls reviewed weekly. Our systems are routinely audited by the nation's most demanding institutional clients.
Industry-Leading Staff Standards
At Capital Review Management, we take hiring as seriously as we take compliance. Per CRM-6.1 and CRM-6.2, every team member undergoes comprehensive background screening before onboarding. Once onboarded, employees must pass our rigorous training program with an 85% minimum score (CRM-6.4), followed by ongoing compliance education and monthly QA performance audits — with a minimum of 5 calls reviewed per specialist each month.
Call Recording, Monitoring & Analytics
Per CRM-2.6 and CRM-6.4, every inbound and outbound call at Capital Review Management is recorded, archived with a 3-year retention period, and subject to real-time monitoring by our QA leadership through the Maxify CRM platform. Clients can access live call sessions for direct oversight. Mini-Miranda compliance is verified on every contact (CRM-2.2), and full post-call analysis ensures our agents deliver professional, compliant experiences at every touchpoint.
Complaint Management
Capital Review Management operates with zero tolerance for consumer mistreatment or process failure. Per CRM-7.1, all complaints are investigated immediately by our Compliance Officer within a 15-day CFPB response window, tracked through a formal compliance lifecycle including written procedures, root-cause analysis, and corrective action. Litigation holds are activated immediately when required (CRM-7.3), with full evidence preservation. We protect your brand like it's our own — because compliance isn't just protection, it's power.