Monday, July 11, Sessions
Tuesday, July 12, Sessions
Wednesday, July 13, Sessions
Thursday, July 14, Sessions
Friday, July 15, Sessions
Download the convention session grid to view sessions by topic.
Sessions & Workshops
Tentative agenda subject to change.
Monday, July 11, 2011
8:00 a.m. - 5:15 p.m.
**Professional Practices Management System (PPMS) Seminar & Lunch – Day One (Registration at 7:30 a.m.) Pre-registration required. Space is limited.
Cut down on mistakes and improve your daily operations with this two-day training seminar on ACA’s Professional Practices Management System (PPMS). More than 600 agencies are already benefiting from this training, which is designed to streamline internal processes. You will learn to develop and implement industry-specific professional practices that fit your company’s unique needs.
Presenters:
Pam Kelleher, ACA Certified Instructor, vice president, privacy & compliance officer, ConServe, Fairport, N.Y., USA
Therese Yakel, chief executive officer-operations, General Service Bureau Inc., Omaha, Neb., USA
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Tuesday, July 12, 2011
8:00 a.m. Shotgun Start!
**Optional Event: ACA of Texas Education Foundation Golf Tournament Cowboys Golf Club, Grapevine, Texas
8:00 a.m. - 5:15 p.m
**ACA’s PPMS Seminar & Lunch Day Two
1:00 p.m. - 5:00 p.m.
**Litigation Strategies for the Collection Industry Seminar
(Registration at 12:30 p.m.) Pre-registration required. Space is limited.
Litigation against the debt collection industry has been on the rise during the past few years. An ounce of prevention is worth a pound of cure. Two prominent ACA MAP defense attorneys will discuss tactics your agency can undertake to avoid litigation, including compliance training, identifying serial filers, tracking trends in lawsuits and more.
You will also learn what you do in the event you receive a settlement demand from a plaintiff’s attorney or become a party to a lawsuit.
Presenters:
John Bedard Jr., Esq., attorney at law, Bedard Law Group PC, Duluth, Ga., USA
Michael Klutho, Esq., ACA Certified Instructor, attorney at law, Bassford Remele, Minneapolis, USA
4:00 p.m. - 6:00 p.m.
International Meet & Greet
6:00 p.m. - 7:00 p.m.
Board of Directors Reception
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Wednesday, July 13, 2011
8:00 a.m. - 2:00 p.m.
Board of Directors Meeting & Lunch
8:00 a.m. - 4:30 p.m.
*Credit & Collection Compliance Officer (CCCO) Seminar & Lunch SEMINAR FULL!
Seats may become available on-site and will be filled on a first-come, first-served basis. Plan to arrive at 7:30 a.m. if you are interested in taking an open seat. We cannot guarantee seats will be available.
(Registration at 7:30 a.m.) Pre-registration required. Space is limited.
The Credit and Collection Compliance Officer (CCCO) seminar is designed for credit and collection professionals working in a compliance-related position. This hands-on training was designed to help you create a compliance program for your company that works. You will learn to:
- Define the roles and responsibilities of compliance professionals.
- Make risk assessments on operations.
- Handle complaints and disputes.
- Implement effective documenting policies, procedures and work instructions.
Presenters:
Wendy Badger, Esq., ACA Certified Instructor, attorney at law, Morrison Fenske & Sund, P.A., Minnetonka, Minn., USA
Beth Conklin, ACA Certified Instructor, manager of regulatory compliance & training, National Enterprise Systems Inc., Solon, Ohio, USA
8:00 a.m. - 5:00 p.m.
Exhibitor Set-up
12:30 p.m. - 1:45 p.m.
Concurrent Sessions
A02: What’s in a Name? Branding Relevance
The accounts receivables industry is not the first industry you would look at for examples of strong branding, but it should be. Learn about the importance of your company’s brand from a legal perspective within the collection industry and hear from an agency owner that is in the process of rebranding his business. You will learn the legal and practical issues involved with branding your business, including the hidden legal costs in sticking with the old, the effect of social media on undistinguished businesses and how to differentiate yourself from other agencies.
Presenters:
Tricia Olson, Esq., ACA Certified Instructor, attorney at law, Olson IP & Business Consulting, LLC, Minneapolis, USA
Brian Watkins, CCAE, ACA Certified Instructor, president, Southern Oregon Credit Service, Inc., Medford, Ore., USA
B02: Attorneys General in the Industry
Make no mistake, attorneys general have recently engaged aggressively on debt collection related issues. This panel will provide background on the growing relationship between attorneys general and the credit and collection industry, an in-depth discussion of the key issues affecting the industry in which attorneys general have engaged, and consideration of how the industry must continue to diligently improve reputation management capabilities to counter misperceptions from policymakers.
Presenters:
Constance Campanella, president and CEO, Stateside Associates Inc., Arlington, Va., USA
David Cherner, Esq., corporate counsel, director of state government affairs, ACA International, Minneapolis, USA
2:15 p.m. - 3:30 p.m.
Concurrent Sessions
A03: Ask the Attorney
This session will cover areas of compliance such as the FCRA, FDCPA (including the bona fide error defense) and TCPA, as well as litigation strategies, offers of judgment and technology implications in collections.
Presenters:
Michael Klutho, Esq., partner, Bassford, Remele PA, Minneapolis, USA
David Schultz, Esq., partner, Hinshaw & Culbertson, LLP, Chicago, USA
Jeffrey Turner, Esq., partner, Surdyk, Dowd & Turner Co., LPA, Miamisburg, Ohio, USA
A04: Rock Star Selling
Professional selling has changed. A new era has emerged where more sophisticated and demanding buyers carefully guard their time and approach any purchasing decision with caution, scrutiny and rigor that simply didn’t exist a few years ago. Earning attention, opportunity and partnership with today’s buyer requires advanced sales skill and a shift in strategy. Today’s sellers have to be better than good—they must be “rock star” good! This session will help you create customers for life.
Presenter:
Ryan Estis, chief experience officer, Ryan Estis & Associates, Minneapolis, USA
A05: E-mailing Responsible Parties in the Real World
Interest in e-mail communication with responsible parties continues to grow. This interactive panel will provide a practical discussion on the pitfalls to avoid and how to make this industry-changing communication channel work for you.
Presenters:
John Bedard Jr., Esq., attorney at law, Bedard Law Group, P.C., Duluth, Ga., USA
Brian Cutler, director of product management, Collect Savvy, Ontario Systems, Muncie, Ind., USA
Jeff Hunter, vice president, operations officer, ER Solutions, Renton, Wash., USA
Jason Melton, IT director, Merchants Credit Adjusters, Omaha, Neb., USA
Rich Turner, vice president of sales and marketing, DANTOM Systems, Wixom, Mich., USA
Mike Wright, product manager, Columbia Ultimate, Vancouver, Wash., USA
3:30 p.m. - 4:30 p.m.
ABD Reception
3:30 p.m. - 4:30 p.m.
Creditors International Meet and Greet
3:30 p.m. - 4:30 p.m.
First-Timers Welcome
5:00 p.m. - 7:00 p.m.
Opening General Session
A06: ACA International Awards and Keynote Presentation: The Five Best Business Decisions The Beatles Ever Made...and Why You Should Make Them Too!
Business The Beatles’ way? Take a few tips from four of the most successful people in modern history. Beatles expert Bill Stainton says the band’s success wasn’t just a fortunate mix of genius and luck—it was a function of conscious decisions.
This presentation focuses on five of those decisions covering areas such as leadership, teamwork, attitude and managing change. These decisions—decisions that took The Beatles to the top of the charts—are practical, no-nonsense choices that will work for any industry, any organization and any association. So get ready to laugh, play and learn. Here come The Beatles!
Presenter:
Bill Stainton, Ovation Consulting Group Inc., Mukilteo, Wash., USA
7:00 p.m. - 9:00 p.m.
Welcome Reception/Expo Grand Opening
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Thursday, July 14, 2011
7:00 a.m. - 8:00 a.m.
Past Presidents’ Breakfast
7:00 a.m. - 8:00 a.m.
**MAP Networking Breakfast
7:30 a.m. - 8:15 a.m.
Continental Breakfast in Expo
7:30 a.m. - 2:00 p.m.
Expo Open
8:00 a.m. - 4:00 p.m.
**MAP Legal Education Conference
8:30 a.m. - 10:00 a.m.
General Session B01: State of the Debt Collection Industry: The Road Ahead
Is the debt collection industry in transition? Explore the current state of the debt collection industry from an economic, legislative and regulatory perspective, along with thoughtful ideas for shaping the industry’s future. Learn more about the road ahead and the challenges and opportunities facing the industry.
Presenters:
Michael Ginsberg, president and CEO, Kaulkin Ginsberg Company, Rockville, Md., USA
Mark Neeb, IFCCE, president, The Affiliated Group, Rochester, Minn., USA
Pat Morris, chief executive officer, ACA International, Minneapolis, USA
10:00 a.m. - 10:45 a.m.
Expo Break
10:30 a.m. - Noon
International Unit Networking Reception & Annual Meeting
10:45 a.m. - Noon
General Session A01: Making Our Case in Washington: Tackling the Industry’s Most Pressing Federal Issues
Congress and the administration continue to focus on policy that affects your business. Learn how ACA is engaging on critical issues such as: The creation of the Consumer Financial Protection Bureau, modernizing the Fair Debt Collection Practices Act and reforming the Telephone Consumer Protection Act
Presenters:
Andrew Pincus, partner, Mayer Brown, Washington, D.C., USA
Howard Waltzman, partner, Mayer Brown, Washington, D.C., USA
Noon - 2:00 p.m.
Expo Luncheon
2:15 p.m. - 3:15 p.m.
Concurrent Workshops
B03: Social Selling and the Sales 2.0 Platform
What if you could turn every cold call into a “warm call?” It’s all very possible today with a shift in strategy and through the adoption of new tools, technology and a Sales 2.0 Digital Footprint. Social selling is all about being expertly informed and demonstrating value early in the sales cycle to achieve elevated interest specific to your product or solution. This session is a high-energy, interactive, multimedia experience designed to elevate your understanding of the opportunity associated with social media and sales strategies.
Presenter:
Ryan Estis, chief experience officer, Ryan Estis & Associates, Minneapolis, USA
B04: Compliance on a Budget
With increased scrutiny on the credit and collection industry, creditors and regulators are looking closely at agencies’ compliance efforts. Whether you have an in-house compliance department or outsource the compliance function, how the program is structured and what it costs your company matters. Join us for this interactive discussion on how to maintain compliance on a budget.
Presenters:
Wendy Badger, Esq., ACA Certified Instructor, attorney at law, Morrison Fenske & Sund, P.A., Minneapolis, USA
Beth Conklin, ACA Certified Instructor, manager of regulatory compliance and training, National Enterprise Systems Inc., Solon, Ohio, USA
B05: Performing Together: The Role of Creditors, Buyers and Collectors in the Credit Life Cycle
Don’t miss this production of the life of Madame Credit Card. This one-day-only performance explores the essential roles Sir Creditor, Dr. Debt Buyer and Mr. Collector play in the life cycle of credit and the hot topics that affect all three. You’ll learn how and why they are all on the same stage and always performing together.
Moderator:
Donald Redmond, corporate counsel, Portfolio Recovery Associates, LLC, Norfolk, Va., USA
Presenters:
Lance Black, president, Northland Group, Edina, Minn., USA
Alex Dunlap, Wells Fargo Financial Resources, Des Moines, Iowa, USA
Bob Schofield, chief operating officer, Fourscore Resource Capital LLC, St. Louis Park, Minn., USA
B06: Increase Results, Reduce Complaints with a Consumer Help Desk
Participants will learn how two ACA members built their consumer relations programs. Presenters will share their results, benefits, drawbacks and lessons learned.
Presenters:
Jim Christensen, MCE, chief executive officer, J.C. Christensen & Associates, Inc., Sartell, Minn., USA
Debra Ciskey, IFCCE, ACA Certified Instructor, director of compliance/receivables management, Afni Inc., Bloomington, Ill., USA
Al Zezulinski, executive vice president, NCO Financial Systems
B07: Top 10 Things to Consider When Finding an International Partner
Do you want to expand your company’s ability to contact debtors in other countries? Would you like a focused list of the most important considerations for seeking a reliable foreign partner? This session is designed to help you learn more about using international partners effectively and growing your debt collection business without putting it at risk.
Presenter:
Kornel Tinguely, director, Creditreform Romandie GNT SA, Lausanne, Switzerland
2:30 p.m. - 3:30 p.m.
Affiliate Member Business Meeting
3:30 p.m. - 4:30 p.m.
Annual Meeting of the Membership Registration
4:00 p.m. - 5:00 p.m.
Annual Meeting of the Membership
5:00 p.m. - 5:45 p.m.
Passport to the World Reception
Enjoy food and beverage from around the world while networking with your colleagues.
5:45 p.m. - 6:30 p.m.
Meet & Greet with New ACA CEO Pat Morris
6:30 p.m. - 9:00 p.m.
**Special Event: ACPAC & MAP Beatles Bash!
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Friday, July 15, 2011
7:00 a.m. - 8:00 a.m.
**MAP Networking Breakfast
7:00 a.m. - 8:00 a.m.
ARC Breakfast
7:30 a.m. - 8:15 a.m.
Continental Breakfast in Expo
7:30 a.m. - 1:00 p.m.
Expo Open
8:00 **MAP Legal Education Conference
8:30 a.m. – 9:45 a.m.
General Session C01: Regulators Abound – Working with the FTC and CFPB
This past year the Federal Trade Commission hosted a workshop, Debt Collection 2.0, to discuss the impact technology has had on the collection industry and the needed legislative and regulatory reforms needed to address these technological advances. Several ACA members and staff participated in the workshop as panelists. This group of industry experts will discuss the workshop and next steps to be taken with the FTC and the industry’s new regulator, the Consumer Financial Protection Bureau, to move the industry forward.
Presenters:
Joe Beekman, associate partner, The Intelitech Group, Camas, Wash., USA
Valerie Hayes, Esq., general counsel, vice president of legal & government affairs, ACA International, Minneapolis, USA
Rich Turner, vice president of sales and marketing, DANTOM Systems, Wixom, Mich., USA
John Bedard Jr., Esq., attorney at law, Bedard Law Group, P.C., Duluth, Ga., USA
Adam Peterman, director of federal government affairs, ACA International, Minneapolis, USA
David Schultz, Esq., partner, Hinshaw & Culbertson LLP, Chicago, USA
9:45 a.m. - 10:15 a.m.
Expo Break
10:15 a.m. - 11:15 a.m.
General Session
C02: The Economy at Mid-Year: Has the Recovery Picked Up Its Tempo?
The economy has “statistically” been expanding for nearly two years. But nobody is satisfied with 9 percent unemployment, and most businesses have yet to recover to 2007 levels of activity. Is consumer borrowing coming back? This must-attend session will discuss what has held the economy back, drivers for the consumer and the biggest pitfall that lies ahead. Learn why consumer credit quality will improve dramatically over the next two years.
Presenter:
Ken Mayland, president, Clearview Economics, LLC, Pepper Pike, Ohio, USA
11:15 a.m. - 1:00 p.m.
Expo Luncheon/Prime Time/Finale
11:30 a.m. - 1:00 p.m.
Unit Leaders Lunch Forum
1:00 p.m. - 5:00 p.m.
Exhibitor Teardown
1:15 p.m. - 2:15 p.m.
Concurrent Workshops
C03: Reducing Costs to Collect Through Technology
Are your costs to collect following the same decline as your agency margins? If not, join this session to learn at least four ways to reduce your costs by leveraging today’s technology. This session will focus on proven strategies and technologies available to lower your costs to collect. Topics will include, but not limited to, virtual collections, skills-based routing, e-mailing consumers, effective and efficient letter processes, and Information Technology business practices.
Presenters:
Todd Langusch, ACA Certified Instructor, chief information officer, Asset Acceptance, LLC, Warren, Mich., USA
John McNamara, chief marketing officer, LiveVox, Roswell, Ga., USA
C04: TCPA Compliance Update
Panelists will discuss the Telephone Consumer Protection Act, including TCPA litigation trends, practical tips for implementing a compliance program to mitigate TCPA risk and strategies in dealing with TCPA litigation.
Presenters:
Tim Collins, general counsel, ARS National Services Inc., Escondido, Calif., USA
Anita Tolani, Esq., attorney at law, Weinberg Jacobs & Tolani, LLP, Rockville, Md., USA
C05: The Evolution of the Health Care Debt Collection Model: Caring, Compassionate and Competent
Health care collection strategies have been evolving as health care provider expectations of their collection outsource partners have been changing. Intense pressure has been placed upon health care providers due to public perception, media scrutiny, health care reform and legislative oversight over collection practices. This session will focus on the changing collection expectations of health care providers and the new collection strategies you may want to consider.
Moderator:
Tom Gavinski, vice president, healthcare revenue cycle, I.C. System Inc., St. Paul, Minn., USA
Presenters:
Jim Clark, vice president of collection services, Professional Account Services Inc., Brentwood, Tenn., USA
Kelly Howard, director Central AR Services, Revenue Cycle, Intermountain Healthcare, Salt Lake City, USA
C06: Effective Strategies for Maintaining a Highly Trained and Motivated Staff
This session will provide leaders with the tools to leverage innovation, business practices and cost-saving techniques to effectively train their staff. This session will discuss how to engage adult learners and improve retention by deploying rapid training development techniques. Learn how to maximize productivity through continuing education programs and more.
Presenters:
Bill Burchfield, customer education consultant, LexisNexis Risk Solutions, Boca Raton, Fla., USA
Travis Miller, customer education consultant, LexisNexis Risk Solutions, Boca Raton, Fla., USA
C07: The New Frontier: Managing Your Company’s Reputation Online
The Internet, Facebook and social networking are creating new hazards for debt collectors’ reputations. Learn helpful tips from industry veterans who are actively managing their company reputations with new technology.
Presenters:
Lance Black, president, Northland Group, Edina, Minn., USA
Mark Schiffman, director of public affairs, executive director of ACAE Foundation, ACA International, Minneapolis, USA
Robert Tavelli, president and CEO, NCCS Inc., Santa Rosa, Calif., USA
2:45 p.m. - 4:00 p.m.
Concurrent Sessions
C08: 50 Ways to Reduce Consumer Claims
Claims and lawsuits against the industry have reached record levels. Consumers are falling prey to misinformation and overzealous consumer attorneys, who file claims and lawsuits against the industry for the exclusive purpose of lining their own pockets.
Attend this session to learn what you can do today, on your own collection floor, to dramatically reduce your risk of being the next target of a consumer lawsuit. This session will include practical tips, suggestions, and recommendations on what collectors can do to reduce their risk of being sued. It will also include references to some recent cases that highlight and support the items being discussed.
Presenter:
John Bedard Jr., Esq., attorney at law, Bedard Law Group, P.C., Duluth, Ga., USA
C09: Best Ideas
Participants will share their best new ideas and business practices with their peers in a facilitated brainstorming and idea generation session.
Presenters:
Tina Hanson, IFCCE, ACA Certified Instructor, vice president, State Collection Service Inc., Madison, Wis., USA
Harry Strausser III, IFCCE, MCE, ACA Certified Instructor, president, The Remit Corporation, Bloomsburg, Pa., USA
4:00 p.m. - 5:00 p.m.
Certified Instructor/IFCCE/MCE Get Together
6:30 p.m. - 7:15 p.m.
Officers’ Recept President’s Banquet
7:30 p.m. - 9:30 p.m.
President’s Banquet
9:30 p.m. - 10:30 p.m.
After Party
*Complimentary for convention registrants.
**MAP Conference, PPMS, Litigation Strategies seminar and ACA of Texas Golf Tournament require separate registration and fees. Combination fees are available for ACA Convention and MAP Conference registration.
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