The following standards apply to all affiliates and sales agents presenting Resolution Processing's services. These expectations must be reflected in all sales scripts, training materials, client presentations, and recorded sales calls.
Agents must clearly explain the nature of the program near the beginning of the conversation — before discussing potential payments, savings, or enrollment. Disclosures may not be delayed until the end of the call, and agents may not rely solely on the enrollment agreement to explain the nature of the service.
This is not a loan or loan product. The client is not being approved for financing.
The service is a legal debt resolution or debt validation program — this must be stated clearly.
Results depend on the client's individual accounts, circumstances, participation, and other factors.
Enrollment does not guarantee a particular result. This must be communicated early and plainly.
Before asking the client to enroll, agents must provide a clear and accurate explanation of the program. A lower monthly payment cannot be used as a substitute for a complete program explanation. Agents must not lead with a reduced monthly payment, supposed savings, or a specific result before gathering sufficient information about the client's debts, financial circumstances, goals, and ability to participate.
The full explanation must cover: how the program works, the approximate program term, which accounts may be eligible, the client's estimated monthly payment, applicable fees and costs, the expected progression of the program, the client's responsibilities, material risks and limitations, and factors that may affect the timeline or outcome.
Agents are strictly prohibited from promising or guaranteeing any specific outcome. The following are explicitly forbidden:
Never promise a debt will be eliminated, invalidated, reduced, or resolved, or that a creditor will accept a particular outcome.
Never promise negative items will be removed from a credit report or that the client's credit score will increase.
Never promise the client will pay only a specific percentage or dollar amount, or achieve a specific amount of savings.
Never promise the client cannot be sued, contacted, or otherwise pursued by a creditor or collector.
Agents must not rush from qualification directly into payment collection or contract execution. Payment information must never be collected simply because the client expressed interest in a lower payment. The agent must first establish that the client is making a fully informed decision.
Each of these steps must be completed in sequence before banking or payment credentials are requested. Skipping or compressing any step is a compliance violation.
All affiliates must submit their sales scripts, talk tracks, rebuttals, disclosures, and material program explanations to Resolution Processing for review and approval prior to use. This requirement applies to all languages, call types, and communication channels — including English, Spanish, and any other language; inbound and outbound calls; lead-generation, qualification, follow-up, and closing calls; objection-handling language; and text, email, and other written sales presentations.
Agents are not necessarily required to read the approved script word for word. However, all required disclosures, core messaging, program explanations, and representations must remain materially consistent with the approved version. Resolution Processing may review recorded sales calls to verify adherence. Material deviation from an approved script may result in coaching, corrective action, enrollment restrictions, agent suspension, affiliate suspension, or termination.
A signed agreement does not, by itself, prove that the client understood the program. Agents must not treat an electronic agreement as a sequence of boxes, initials, and signatures that simply needs to be completed. A simple "Do you understand?" is not always sufficient — particularly when the client has shown signs of confusion.
Give the client a reasonable opportunity to review the agreement and explain the purpose of material disclosures and authorizations.
Avoid clicking through or rushing the client through required fields. Pause to answer questions and provide additional explanation when the client appears confused or uncertain.
Whenever appropriate, ask the client to explain the program in their own words. Confirm understanding before the agreement is completed.
All information presented to the client must remain accurate, consistent, and clearly documented. If account balances, totals, payment amounts, or included accounts change during the call, the agent must stop and clearly explain the change. Agents must never guess about an account, characterize an account without adequate information, or pressure a client to include an account the client does not want enrolled.
Before enrollment, the agent must confirm the client's identity, each account being enrolled, the creditor or collector associated with each account, the approximate balance of each account, the total enrolled debt, the estimated monthly payment, the estimated program term, the scheduled payment date, and any account the client specifically does not want included. The client must receive a final, understandable summary of exactly what is being enrolled before signing or providing payment authorization.
Agents must make a reasonable effort to determine whether the program and proposed monthly payment are appropriate for the client's circumstances. A client should not be enrolled in an automatic monthly payment that the agent has reason to believe may be unaffordable or unsustainable. Agents must not treat hardship merely as a sales opportunity.
Assess income, employment status, and dependence on irregular or seasonal income before proceeding.
Consider essential household expenses and existing automatic payments that may compete with the proposed monthly payment.
Account for medical or disability-related limitations, recent bereavement, and other major life changes that affect financial capacity.
When a client describes severe hardship, confusion, vulnerability, or unstable income, the agent must slow down and conduct additional review before proceeding.
Additional care is required when a consumer is elderly, has recently lost a spouse or family member, has a serious illness or disability, has limited income, appears confused or overwhelmed, has difficulty reading or understanding documents, has limited English proficiency, or is under significant emotional or financial distress.
In these circumstances, agents must slow the process down, use plain language, verify comprehension, and give the client sufficient time to make an informed decision. The client's vulnerability must never be used to create urgency or accelerate enrollment.
If a sales call is conducted in Spanish or another language, all material explanations and disclosures must be communicated accurately in that language. Agents must not rely on English-language buttons, instructions, or documents when the client cannot reasonably understand them without assistance.
Translated scripts must preserve the meaning and compliance requirements of the approved English-language script. Agents may not use alternate language to soften disclosures, exaggerate benefits, or introduce promises that would not be permitted in English.
Before completing enrollment, the agent must be able to confirm that the client understands each of the following. If any of these points remain unclear, enrollment should pause until the client receives an adequate explanation.
What type of program this is, that it is not a loan, and how the program generally works.
Which accounts are being included, the total enrolled debt, and any accounts the client does not want included.
The estimated monthly payment, the approximate program term, and all applicable fees and costs.
The client's responsibilities, the material risks and limitations, and that no specific result is promised or guaranteed.
What the client is signing and authorizing — confirmed with genuine understanding, not just a completed signature sequence.
Resolution Processing will evaluate affiliate scripts and recorded sales calls for compliance with these standards. Misrepresentations, guarantees, material omissions, unauthorized scripts, and conduct that prevents informed consumer consent may warrant immediate escalation.
Depending on the nature, severity, frequency, and consumer impact of a violation, corrective action may include any of the following:
Required script revisions, increased call monitoring, and corrective-action plans for initial or minor violations.
Restrictions on individual agents, enrollment caps, or suspension of an agent pending review.
Suspension of the affiliate relationship for serious, repeated, or high-impact violations.
Termination of the affiliate relationship for the most severe violations or patterns of non-compliance.
Core Sales Agent & Scripting Expectations