telephone calls, are going kinder and gentler at more banks, accelerating a trend that began about five years ago.

Fast disappearing are the days when bill collectors used heavy-handed threats to coerce debtors. Today's collection agents may be called "relationship managers" or "financial counselors," and their job is not only to collect payments, but also to cross-sell products to delinquent customers.

Subscribe Now

Access to authoritative analysis and perspective and our data-driven report series.

14-Day Free Trial

No credit card required. Complete access to articles, breaking news and industry data.