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Recordings of our live webinars are now available
for you to pursue industry education on your own time.

Check out these sample videos from ACA's flagship courses:

FDCPA Essentials and Essential Collection Skills and Techniques.

Education At Your Pace

Stream a course ANYTIME.

ACA's Core Curriculum webinars are now available in an on-demand streaming service. The days are gone having to wait months for the next scheduled Core Curriculum webinar. Learn on your time!
By completing a self-paced Core Curriculum Recording, you are eligible to receive Professional Development Units (PDUs) toward an ACA designation, designation renewal, or other achievement award.

  • Click a Designation card to see the required Core courses needed to attain it or search by course name in the box below. Purchase access to each course individually. Once purchased, your access will expire in 60 days.
  • ALL on-demand Core recordings are eligible under the ACA Training Zone. If your company has this all-access pass, simply access the course video(s) and materials anytime for the life of your Training Zone subscription for no additional fee.
  • Watch the video(s) and complete the activities in the accompanying Participant Workbook. Keep a copy of the Self-Reporting Attendance Form from the Participant Workbook to track your participation. Submit to ACA with your initial designation application or renewal forms.

Recordings



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Meet our Certified Instructors

Celebrating mastery in the ARM industry through peer education.

Certified Instructors serve as subject matter experts in the development of ACA educational offerings as well as the delivery of the courses via live webinars and in-person training for ACA members and non-member guests of our educational programs. CIs go through an extensive vetting and training process and must possess:

  • Membership in good standing with ACA or an ACA employee;
  • No less than five years’ experience in the credit and collection industry;
  • The ACA Professional Collection Specialist (PCS) designation;
  • Proven experience in facilitating adult education, public speaking, and/or training;
  • Attendance at ACA events;
  • ACA achievements and leadership experience at the national and unit levels;
  • Successful completion of ACA’s Instructor Training Academy; and
  • Successful completion of at least two student teaching assignments.

Instructor training is conducted approximately every three years, depending upon need and demand for Certified Instructors as determined by the Education Council. Acceptance into the Instructor Training Academy is determined by the Education Council.

For more information, contact memberservices@acainternational.org.

ACA Certified Instructor Roster

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Core Seminars

ACA’s Core courses present the fundamental principles of collections industry compliance and business management. Core courses are designed to be compliant, objective, relevant, and ethical—precepts aligned with the ACA Code of Conduct.

ACA Certified Instructors and subject matter experts prioritize topics by “Need to Know,” “Nice to Know,” and “Where to Find It,” a vital breakdown for the busy professional. Using real-world scenarios, participants discuss “How to Do It” using industry best practices.

Core courses are the building blocks for ACA Designations.  Advance your career and demonstrate your excellence in the Accounts Receivables Management (ARM) industry to clients and colleagues by proudly displaying your ACA credentials! Courses may also be taken outside of a designation track. We recommend that for the right experience, learners consider the category— Essential, Intermediate, or Advanced— and any recommended pre-requisites when making an individual education plan.

The ACA Core library of seminars has three categories- Essential, Intermediate, and Advanced- and meet the educational requirements for ACA Designations. Times and Professional Development Units (PDUs) for webinar lectures are listed. Times may vary for face-to-face events and e-learning courses. Register for training events and purchase e-learning courses online. Questions about content or professional development credit? Contact memberservices@acainternational.org 


Notice Regarding Proposed Rules for the Fair Debt Collection Practices Act (FDCPA)

In response to the release of the CFPB’s Notice of Proposed Rulemaking on May 7, 2019, regarding Regulation F (12 CFR Part 1006), it should be stressed that at this time, this is only a proposed rule and does not currently have the force of law. All ACA courses and designation exams will be revised to incorporate the final rules and effective date when they become available. Thank you.


1. ACA Essentials Courses

Essentials courses provide compulsory education on federal regulatory compliance, industry terminology, communication techniques, and best practices.

 

Essential Collection Skills and Techniques (ECST)

Effective communication is the cornerstone of the collections industry. Using a set of 3 “Essential Collection Skills and Techniques” and a roadmap of 8 Collection Call "Checkpoints," this scenario-based course emphasizes the importance of developing positive verbal communication delivery and keen listening skills while applying professional questioning and negotiation techniques to build rapport with consumers, obtain accurate information, and overcome stalls and objections to achieving payment. (The live and/or recorded webinar version is 3 hours, 1.5 PDUs. This course is also available in a self-paced e-course. Take only 1 version of the course.)


FDCPA Essentials for the ARM Industry

The Fair Debt Collection Practices Act (FDCPA) is the primary federal law governing the collection industry. As a professional debt collector, it is essential to know the consumer’s rights and your responsibilities under the FDCPA.  (The live and/or recorded webinar version is 3 hours, 1.5 PDUs. This course is also available in a self-paced e-course. Take only 1 version of the course.)

This course will prepare you to:

  • Identify restrictions on the timing of collection calls.
  • Determine a Right Party Contact (“RPC”) with whom you may discuss a debt and refrain from third party disclosures.
  • Recognize and deliver the “Mini-Miranda” disclosure to consumers and understand your duties during the 30-day Validation Period.
  • Recognize and respond appropriately to consumer disputes, cease communication requests, and consumers in bankruptcy.
  • Recognize and prevent prohibited practices such as harassment, abuse, false and misleading representations, and unfair or unconscionable means to collect a debt.
  • Explain the consequences of violating the FDCPA for yourself and your company.

Healthcare Essentials for Collectors

NEW in 2020! Coming soon...


2. ACA Intermediate Courses

Intermediate courses incorporate a higher degree of industry terminology, regulatory and compliance information, and business management principles.

Building High Performing Teams

As a supervisor, your responsibility is to effectively manage your most important assets: people and relationships. By the end of the seminar, you will have strategies and techniques for supervising a diverse team of people to maintain efficient and effective collection practices. (3 hours, 1.5 PDUs)

This course will prepare you to:

  • Build relationships on your team that nurture communication, collaboration and trust.
  • Create a vision, purpose and values with your team.
  • Set strategic and shared goals that foster commitment and accountability.
  • Identify the roles and work processes of your team members.
  • Implement conflict resolution techniques.
  • Set agreed upon ground rules for the team.
  • Hold effective meetings that end with results.

Effective Performance Management

Gain the skills you need to effectively coach and manage your team to achieve successful business results while creating a positive and motivating work environment. (90 minutes, .75 PDUs)

This course will prepare you to:

  • Identify Key Result Areas (KRAs) and Key Performance Indicators (KPIs).
  • Write effective performance evaluations.
  • Deliver effective feedback, coaching, and/or corrective action.

Ethical and Professional Collections

Whereas compliance is something you and your company may do, ethics is an internal dynamic or philosophy that can guide us on our professional journey. This course will review fundamental principles of business ethics and apply them to the collection industry. Discover and share opportunities to articulate the ACA Code of Conduct in your company mission, values, and compliance program in order to foster an ethical culture across your entire organization. (90 minutes, .75 PDUs)

This course will prepare you to:

  • Define ethics, values, and what it means to be a professional collector.
  • Describe how agency values play a role in establishing ethical and professional business practices.
  • Recognize the importance of consistent owner and management behavior with agency values.
  • Interpret how ethical and professional behaviors drive agency productivity.
  • Explain ACA’s Code of Conduct and the role the compliance and operations areas play to enforce ethical practices within your agency.
  • Describe different ethical approaches to common scenarios in the debt collection industry.
  • Develop internal compliance procedures for your agency.

Exceptional Leadership

Being a leader presents unique challenges and opportunities. As a leader, you must understand your role as a supervisor, manage difficult situations, prioritize your roles and responsibilities and manage your time effectively. (90 minutes, .75 PDUs)

This course will prepare you to:

  • Recognize the basic principles of effective leadership.
  • Manage difficult situations appropriately.
  • Prioritize your roles and responsibilities.
  • Set goals and strategies for strengthening your leadership skills.

Healthcare Collection Management- Advanced Topics for the HCM Designation

Healthcare collections differ from other collection practices in many significant ways, especially when it comes to consumer care. This course will discuss the risks and benefits of healthcare collecting then dive into advanced operational topics related to healthcare collection, such as federal laws, the healthcare account lifecycle, strategies for collecting self-pay and Medicare accounts, and the basics of working with charitable providers. (4.5 hours, 2.25 PDUs)

This course will prepare you to:

  • Describe the importance of understanding the patient in healthcare collections.
  • Define public relations, financial assistance and good will.
  • Explore the provider-agency relationship.
  • Discover different types of health insurance and payers.
  • Explain how healthcare laws affect ongoing healthcare collections.

Introduction to Collection Industry Compliance

ACA experts will guide you through the complex web of regulatory entities impacting the industry while you discover the components of the compliance lifecycle; learn what makes a strong compliance team leader and how to support a culture of compliance at your agency. Take away the ACA Compliance Checklist to help you start an effective Compliance Management System (CMS) as required by the Consumer Financial Protection Bureau.  (3 hours, 1.5 PDUs)

This course will prepare you to:

  • Identify the primary regulators and laws within the scope of the debt collection industry.
  • Describe the benefits of implementing a compliance program with an effective Compliance Management System (CMS).
  • Allocate talent, time, and other resources effectively by clearly defining compliance roles and responsibilities.
  • Apply the three stages of the Compliance Cycle when developing a CMS.
  • Use the ACA Compliance Checklist (and other resources) to plan and document compliance activities.

Managing the Collection Floor

This course focuses on strategies in collection floor management that help maintain compliance and foster continuous improvement. Additional strategies address efficient and effective collection practices. The ultimate goal of all the processes you manage on the collection floor is improved and measurable performance. (3 hours, 1.5 PDUs)

This course will prepare you to:

  • Describe effective inventory management strategies.
  • Operate a compliant collection floor.
  • Develop key performance indicators (KPIs) to measure performance.
  • Develop and understand efficient, effective, and compliant practices for the collection floor.

Successful Hiring Strategies 

Whether you are with a small company with a relatively low employee turnover rate or a larger company where people come and go more frequently, one of the realities of running a business is that at some point or another you will need to hire new employees. You will, of course, want to select the most competent candidate from the pool of applicants and choose someone that will fit into and compliment your company culture. (90 minutes, .75 PDUs)

This course will prepare you to:

  • Identify the right person to fill the position and objectively choose a candidate.
  • Compose effective, valuable and legal interview questions.
  • Access community and online resources for recruiting.

3. ACA Advanced Courses

Topics are discussed in terms of Compliance Management System (CMS) requirements, risk management issues, and include analysis of case law, enforcement actions, and other events in the regulatory space. These courses may be used for advanced compliance renewal credit.

 

Advanced FDCPA Issues

This course goes beyond the fundamental communication dos and don’ts of ACA’s FDCPA Essentials for the Accounts Receivable Management Industry and explores interpretations of the Fair Debt Collection Practices Act trending in consumer lawsuits, court decisions, and enforcement actions. This awareness may help you enhance your compliance program proactively, and thus, increase your accountability for the FDCPA and other consumer protection laws. (90 minutes, .75 PDUs)

This course will prepare participants to:

  • Categorize liability and damages for violations of the FDCPA.
  • Identify the criteria necessary to exercise a Bona Fide Error Defense.
  • Track trending areas of concern in communications with consumers, debt collection practices, and applicability of the FDCPA using industry resources.

Brand, Change & Project Management

NEW in 2020! Coming soon...​​​


Call Evaluations: A Tool for Achieving Compliance and Quality

​​​​​​​NEW in 2020! Coming soon...


Conducting a Risk Assessment

Assessing risk means identifying who can be harmed and in what way(s). Could you quantify the harm that could occur if your company took no action against a threat? A sound risk assessment prepares you to create and implement a remediation plan containing effective controls, corrective actions, and monitoring essential to a robust Compliance Management System (CMS). (90 minutes, .75 PDUs)

This course will prepare you to:

  • Identify the key characteristics of an effective Compliance Management System (CMS).
  • Recognize the four phases of compliance that range from proactive to reactive activities.
  • Inventory potential risks.
  • Calculate inherent risk, inherent severity, and residual risk using scoring models.
  • Prioritize risks using a Heat Map.
  • Document risk assessment activities and strategies.

This course will also prepare you for ACA’s companion seminars: Root Cause Analysis and Controls and Corrective Actions, which offer a deep dive into the Remediation and Monitoring phases of the compliance cycle.


Controls and Corrective Actions

This course is a continuation of ACA’s Conducting a Risk Assessment course, as the processes go together. In this segment, you will take a deeper dive into the many ways in which your organization can tailor its monitoring to include appropriate controls and corrective actions. (90 minutes, .75 PDUs)

This course will prepare you to:

  • Create and implement remediation plans to mitigate risk.
  • Evaluate your compliance management system using stages of maturity and by monitoring system operations.

Data Security and Privacy 1

Data security breaches affect millions of consumers and businesses—are you prepared?  (3 hours, 1.5 PDUs)

This introduction to data security will:

  • Introduce a compliance perspective focused on personal responsibility and positive behavioral change.
  • Provide a core set of key terms and essential concepts pertaining to privacy and data security to set the stage for a discussion of preventive and remedial strategies.
  • Explore notification laws and strategies for establishing effective policies and procedures.
  • Offer practical advice for implementing effective data security and breach notification procedures in your own organization.

Data Security and Privacy 2

In the sequel to Data Security and Privacy 1, you will explore tactics for managing the security of your company’s data in an era of mobile devices that are both company-issued and employee-owned. This course also offers a conversation about the use of social media from a compliance perspective and practical advice for handling security incidents in your own organization. (3 hours, 1.5 PDUs)

To get the best experience from this course, we recommend that participants:

  • First complete ACA’s Data Security and Privacy I seminar.
  • Have a working knowledge of federal and state data security breach notification laws.
  • Are tasked with (a) understanding and assisting in the implementation of reasonable processes and tactics for allowing removable media and social media usage in your workplace and (b) assuring your organization is prepared to handle security incidents.

Duties of Data Furnishers under the FCRA

The Fair Credit Reporting Act (FCRA) and its implementing Regulation V require data furnishers to adopt reasonable policies and procedures surrounding the accuracy and integrity of their furnishing practices, to notify certain consumers prior to furnishing negative information, and to respond to consumer disputes and claims of identity theft and fraud. Consumer Reporting Agencies (CRAs) may also implement additional reporting policies, and while such policies do not amend the law, they do present additional considerations furnishers should address in a Compliance Management System (CMS) and resulting business practices. (90 minutes, .75 PDUs)

This course will prepare participants to:

  • Describe how the FCRA and Regulation V work together to prescribe regulatory requirements.
  • Apply FCRA, Regulation V, and CRA accuracy and integrity standards when reporting consumer information.
  • Differentiate between Direct and CRA dispute investigation requirements.
  • Recognize alerts and respond to claims of identity theft and fraud.
  • Certify a permissible purpose when obtaining and using consumer reports.
  • Incorporate effective policies and procedures into a Compliance Management System (CMS).

Keep Calm and Prevent UDAAP

The potential for Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) encompasses the entire financial services industry. UDAAP must be reflected in your Compliance Management System (CMS) and controls applied in business relationships with service providers, vendors, and clients. Recognizing, preventing and managing UDAAP risk involves skill and integrity.  If any aspect of your business is consumer-facing, keep UDAAP compliance in the spotlight. (90 minutes, .75 PDUs)

This course will prepare you to:

  • Define UDAAP based on guidance provided by the Consumer Financial Protection Bureau (CFPB) as issued in an  official policy statement issued January 24, 2020. 
  • Identify potential UDAAP risks and harm from the consumer’s perspective.
  • Integrate UDAAP into a CMS regarding Board and Management Oversight and other controls required by the CFPB.
  • Develop a UDAAP risk assessment plan for service provider and client oversight.

Root Cause Analysis

Repetition is great for things like learning a new skill or following a routine for quality control.  Dealing with repeat problems is tedious and frustrating.  If you are tired of working the same problems over and over again, this course is for you.  Adapted from ACA’s Professional Practices Management System (PPMS®), Root Cause Analysis is a process that will guide you to the true origin of a problem. Remove the root and the problem will stop growing. That means the energy and resources your team used to sustain nuisance behavior can be redirected to more productive business! (90 minutes, .75 PDUs)

This course will prepare you to perform a Root Cause Analysis by:

  • Correctly identifying the known problem.
  • Determining WHY the known problem occurred and categorizing the reasons.
  • Analyzing the results of asking “Why?”
  • Determining if the reasons why are the cause or result of the known problem.

Threading the Compliance Needle: The Role and Responsibilities of the Credit and Collections Compliance Professional

​​​​​​​NEW in 2020! Coming soon...​​​​​​​


Trainer Specialist Program (TSP)

Unlock your Training Super Powers! In this mini-camp, you’ll explore essentials of adult learning theory and gain new insights from other compliance training heroes on how to turn “Need to Know” into fast, fun, and effective. Come for the ideas, stay for the samples, and take home the ACA Trainer Specialist designation! Upon successful completion of the three required sessions and exam, you will be able to conduct ACA’s Essentials training anytime (this includes FDCPA Essentials for Collectors and Essential Collection Skills and Techniques)  as part of your organization’s onboarding program or to prepare your collectors for the ACA Professional Collection Specialist (PCS) designation. THIS COURSE HAS PRE-REQUISITES. If you are taking the TSP workshop with the intention of earning the TSP designation, please refer to the requirements here(4.5 hours)


Trust but Verify: Internal Investigations and Auditing

​​​​​​​NEW in 2020! Coming soon...​​​​​​​


Understanding and Responding to the CFPB’s Expectations  

Using principles from ACA’s Introduction to Collection Industry Compliance, this course will describe priorities outlined in the Consumer Financial Protection Bureau’s Supervision and Examination Manual. You will also explore the examination process and ways to curate key resources for your Compliance Management System (CMS). (3 hours, 1.5 PDUs)

This course will prepare you to:

  • Describe the impact of the CFPB’s regulatory authority and its compliance priorities.
  • Identify the CFPB’s expectations for an effective Compliance Management System.
  • Describe the objectives and procedures associated with a Compliance Management Review (CMR) examination by the CFPB.
  • Recognize the process and expectations associated with a Civil Investigative Demand (CID).

Vendors and Your CMS

Selecting, managing, and doing business with vendors and other service providers who are compliant with applicable state and federal consumer financial protection laws is a key part of any ARM business. This course lays the groundwork for incorporating vendor management into your overall compliance management system. (90 minutes, .75 PDUs)

This course will prepare you to:

  • Identify state and federal regulatory expectations for managing compliance risks including Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) associated with third-party service provider relationships.
  • Assess if outside vendors can comply with applicable federal and state consumer financial protection and other key laws before entering into a business arrangement.
  • Establish internal controls and monitor third-party vendor compliance.
  • Incorporate risk management, controls, and monitoring/audit activities for third-party vendors into your overall CMS.

Vetting Technology Vendors: 10 Essential Steps

Obtaining or outsourcing technology is also an integral part of the ARM industry. Take care to avoid sacrificing compliance for convenience by asking the right questions of potential vendors. This course provides a deeper dive into assessing and monitoring risks and controls related to consumer financial protection specific to technology vendors. (90 minutes, .75 PDUs) ACA recommends that participants take Vendors and Your CMS first.

This course will prepare you to:

  • Assess the potential risks of each vendor’s technology solution to your organization, clients, and customers.
  • Develop pre-purchase and ongoing due diligence evaluation strategies that address compliance and legal expectations regarding consumer financial protection (and other applicable) laws.
  • Create and maintain an inventory of your third-party technology vendors and their associated processes for security incident/breach notification requirements.
  • Incorporate (scalable) risk management, controls, and monitoring/audit activities for technology vendors into your overall Compliance Management System (CMS).

Writing Effective Policies and Procedures  

Vital to any CMS, written policies, procedures, and work instructions have unique characteristics that determine when and how they should be used. During this course, you will practice writing a sample of each using defined guidelines plus take home tools and samples to jumpstart development of this critical element of the compliance lifecycle. (90 minutes, .75 PDUs)

This course will prepare you to:

  • Define a policy, procedure and work instruction and describe how they impact each other. 
  • Determine the situations in which to use a policy, procedure, or work instruction. 
  • Write a policy, procedure, and work instruction. 
  • Describe how policies, procedures and work instructions fit into the compliance cycle. 
  • Develop a documentation plan based on your company’s needs. 
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