5:00 PM - 6:00 PM

This reception is for the ACA International Council of Delegates, Board of Directors and Board candidates.

7:00 AM - 3:00 PM

Entrance into the Expo Hall during set-up hours are limited to only registered booth staff. Exhibitors who hire a contractor for booth set-up must identify those individuals in advance. Exhibit or Booth Set-Up badges are required for entry during set-up time.

Check in at registration before heading to the Expo Hall, badges will be checked. 

Exhibitors must be fully set by 3:00 PM.

7:00 AM - 7:00 PM

Sponsored by LexisNexis

7:30 AM - 9:30 AM

This is the annual meeting of the ACA International Council of Delegates. ACA members are welcome to attend. 

7:30 a.m. Check-in and Continental Breakfast
8:00 a.m. Meeting Begins

12:00 PM - 3:00 PM

In this dynamic, 3-hour workshop, we aim to revolutionize the way collection agencies approach compliance. "Compliance Unleashed: Engaging Your Entire Organization" is designed to empower participants with innovative strategies and practical tools to transform compliance from a siloed responsibility into an organization-wide initiative.

Participants will delve into creative ways to engage all levels of their organization in compliance efforts, fostering a culture of shared responsibility and proactive engagement. This workshop is not just for compliance officers; it's for everyone who plays a part in the organization's success. The workshop will cover:

1. Understanding the importance of compliance across all organizational levels.
2. Identifying barriers to organization-wide compliance and strategies to overcome them.
3. Practical tools and methodologies to foster a culture of compliance.
4. Case studies showcasing successful implementation of these strategies.
5. Action planning: Developing a personalized plan to bring back to your organization.

By the end of this workshop, participants will walk away with a clear action plan and a toolkit of strategies that can be implemented immediately within their organizations. This will set the stage for compliance to become a shared initiative, lightening the load on compliance officers and fostering a more engaged, proactive, and compliant organization.

Investment: $149 Members / $249 Nonmembers
Beverages and dry snacks are included in registration for this workshop. 

2:00 PM - 2:45 PM

Stop in for tips on how to make the most of your convention experience. All first-time attendees, new members or those who have not attended for several years are invited to attend.

2:30 PM - 3:15 PM

Sponsored by Bayview Solutions, LLC.

3:30 PM - 5:00 PM

ACA CEO Scott Purcell and President Courtney Reynaud kick off the convention followed by our opening keynote, Author Jon Gordon.

Keynote Jon Gordon: The Power of Positive Leadership
Discover the Proven Principles and Practices that Make Great Leaders Great
Based on his Wall Street Journal bestselling book The Power of Positive Leadership, Jon Gordon presents how and why positive leaders transform teams and organizations, and change the world. Positive leadership is not about fake positivity. It is the real stuff that makes great leaders great. The research is clear. Being a positive leader is not just a nice way to lead. It's the way to lead if you want to build a great culture, unite your organization in the face of adversity, develop a connected and committed team and achieve excellence and superior results. 

5:00 PM - 7:00 PM

The official opening of the expo hall is a do-not-miss event! Notorious for peak attendance, you'll see the latest in technology, solutions and services to help you better service your clients, employees and consumers. Be sure to start your evening off with friends, colleagues, and new acquaintances at the Welcome Reception. 

The Welcome Reception is sponsored by: Collectors Insurance Agency, Aon, & AXIS.
Visit these sponsors in the Expo Hall at ACA Central.

The Innovation Stage provides a platform for exhibitors and sponsors to deliver 15-minute presentations in the Expo Hall on new technology or solutions that advance the credit, collections, and accounts receivables industries. This format allows attendees to hear about these solutions without having to miss breakout sessions. All Innovation Stage sessions are included in the schedule and are indicated with “[Innovation Stage]” at the start of the session title.

7:00 PM - 9:30 PM

You won’t know which restaurant you’ll be eating at (or which ACA members you’ll be dining with), until 15 minutes before dinner time. Participants pay for their own dinner and drinks at the restaurant. Groups will arrange their own transportation. Plan to meet inside the Expo Hall entrance at 7:00 PM for group assignments; and reservations are set for 7:30 PM.

6:00 AM - 7:00 AM

Join an early morning site-seeing run with ACA members Jon Balon of Williams & Fudge and Aaron Reiter of InterProse. Today they'll take you on an adventure through Grant Park and Millenium Park. Plan for a +/- 4 mile run starting from the hotel lobby. 

7:00 AM - 7:45 AM

Sponsored by RevSpring

7:00 AM - 3:45 PM

Sponsored by LexisNexis

8:00 AM - 9:00 AM

Collections and the world around us continues to change at a rapid pace.  While it can seem virtually impossible to keep up at times, sometimes breaking things down into bitesized pieces can help! In this session, we will cover 24 ideas you’ll want to consider as you wrap up 2023 and prepare for 2024.  Be prepared to dive headfirst into ideas (some big, some small) ideas that you should give some thought to before the new year begins!  Some will be quick and easy implementations, others will certainly take some planning in advance, which is why we think July is the perfect time to start considering your 24 Before 2024!
 
"I begin with an idea and then it becomes something else." ~ Pablo Picasso
 
We will cover the purpose, the pros & cons as well as identify the next steps needed for each idea, allocating 2 minutes to each of the 24 ideas. Topics/Ideas covered will include but not be limited to: Collections Strategy, Consumer Experience, Operational Efficiencies, Technology Advancements and more. This session will be fast paced and loaded with innovative ideas to get your wheels turning and help you thrive in the ever-changing industry we serve.

Learning Objectives:

• Attendees will learn strategies that are a must for excelling now and in the future.
• Using ideas discussed, attendees will have ideas that they can implement immediately following convention to positively impact their agency.
• Understand different processes and procedures to implement in your collections strategies to drive positive results.
• Explore familiar technologies not commonly used in collections and how those technologies can improve your organization.

Everyone is welcomed to attend but this session is geared towards/focused on: Client Services, Collectors, C-Suite/Senior Management, Information Technology, Operations, Supervisor/Manager, Training, Analytics/Data.

8:00 AM - 9:00 AM

This session will review FCC and other government agency efforts to mitigate illegal robocalls and texts.  The government requires telephone companies to undertake various practices to identify and block suspicious traffic.  Failure to comply with these obligations can result in fined or enforcement actions. 

To avoid sanctions and remain in compliance with these new rules, telephone companies are aggressively monitoring calls and either blocking or attaching labels such as potential spam on calls they conclude are suspicious.  Legitimate calls are being blocked or mislabeled.

Everyone is welcomed to attend but this session is geared towards/focused on: C-Suite/Senior Management.

The FCC also requires telephone companies to notify companies when they block calls and to take effective action to unblock legal calls.

This session will help companies understand the regulatory framework and identify steps they can take to avoid erroneous call blocking or labeling. 

8:00 AM - 9:00 AM

• 24 Before 2024
• Avoiding the Call Blocking Blues
• The Benefits and Traps of Building a Healthcare Early-Out Operation
• [LEGAL] Building on Bankruptcy Basics: Bonding Over the Bankruptcy Code

8:00 AM - 9:00 AM

The revenue cycle function of the healthcare industry relies heavily on service providers in the ARM industry for first and third-party services. Moving up in the earlier stages of the revenue cycle process is becoming a more attractive opportunity for those in the ARM industry as federal/state regulations make third party collections more challenging than ever. Building an effective EO operation can bring big benefits but also present a different set of challenges for those that are just now entering into the EO market or, have limited experience.

Learning Objectives:

• Be clear on the expectations, KPIs and goals. Learn where you can stand in the gap.
• Understand the importance of a well written MSA and SOW.
• Have a well laid out on-boarding process. Make sure you have the technical, structural and people resources to be successful.
• Watch for "mission creep."

Hear how to use the technology resources available to you to enhance your performance and separate your company from the competition. 

Everyone is welcomed to attend but this session is geared towards: Client Services, C-Suite/Senior Management, Health Care.

8:00 AM - 9:00 AM

CLEs* (Continuing Legal Education credits) are available for this session. This session is open to ACA members only.

Automatic stays! Discharge injunctions! Preference payments! Exotic credit reporting codes! Adversary proceedings!

Compliance quandaries and business considerations abound when it comes to the intersection of the Bankruptcy Code and consumer collection. Please join Bassford Remele shareholders and Consumer Law Defense practice group co-chairs Jessica Klander and Patrick Newman for an hour of excitement and joy unwinding the never-ending riddles presented by chapter 7 and 13 filings.

Specific topics will include:   

• So, you’ve received a 341 notice—policies, procedures, and best practices regarding the automatic stay.
• “Do I just keep reporting the same tradeline codes post-petition?”
• Can you (should you?) file that proof of claim?
• “I want to talk to the non-filing co-debtor, maybe even collect from them. That’s cool, right?”
• “Um, the trustee says I have to cough up a bunch of money I collected. What’s a ‘claw-back,’ exactly?”
• “So this trustee character has actually sued me in something called an ‘adversary proceeding.’ Should I go ahead and defend that?”
• Unique defense and settlement considerations for claims lodged during the pendency of bankruptcy (or not disclosed as an asset in the debtor’s schedules)How should you approach collection of a debt scheduled in a bankruptcy case that is later dismissed?
• Leveraging your policies and procedures to tee up the bona fide error defense as it relates to automatic stay and discharge injunction claims.

Come with questions; stay for the company; leave with answers!

9:15 AM - 10:15 AM

9:15 AM - 10:15 AM

Discover the power of benchmarking and learn how to leverage insights from aggregated comparison data in this comprehensive course. Designed to help attendees identify and implement effective strategies for growth and profitability, this course will provide an in-depth look at the benefits and applications of benchmarking data.

Learning Objectives:

• Surprising Connections: Delve into the insights gleaned from trended aggregated de-identified benchmarking data, and discover how these surprising connections can help you ask the right questions, leading to enhanced growth and profitability.
• Member Experiences: Gain valuable insights from our speaker panel as well of your peer members in the room who have successfully used benchmarking groups and benchmarking data to drive their business forward. Learn from their experiences and understand how to apply these insights to your own organization.
• Additional Benefits in Benchmarking Participation: Explore the advantages of participating in Benchmarking Intelligence, in addition to your own benchmark group. Hear firsthand from members, panelist, on how their involvement in the either program has helped them excel.

Join us to uncover actionable insights that will drive your organization's growth and profitability.

Everyone is welcomed to attend but this session is geared towards/focused on: C-Suit/Senior Management, Leadership.

9:15 AM - 10:15 AM

In today's digital age, texting and emailing have become essential communication channels for debt collection agencies to reach consumers.  However, it's crucial to do so in a way that's compliant with the latest regulations and industry standards.  Too many companies believe there are too many risks and obstacles in sending text messages and emails – but it's not true!!

Join us for a discussion with two industry experts, Tim Collins of InDebted and David Kaminski of Carlson & Messer LLP, as they break through the barriers of the “we can't do this" myth.  They also share their insights on launching compliant text and email collection platforms and best practices and compliance considerations when electronically communicating with consumers in debt.

Everyone is welcomed to attend but this session is geared towards/focused on: Chief Compliance Officer, Client Services, Collection Floor Leadership, Compliance, C-Suite/Senior Management, Supervisor/Manger.

Learning Objectives:

• That your company CAN build a safe and effective texting and email platform in debt collection and drive revenues to new heights
• The dos and dont’s of texting and emailing consumers in debt
• How to effectively communicate with consumers while maintaining compliance with regulations like the TCPA and FDCPA
• Strategies for collecting debts through digital channels
• The importance of using automation tools and personalization to improve customer experience and increase revenues
• How to stay up-to-date with changing regulations and industry standards

You'll leave this session with a better understanding of using texting and emailing as part of your debt collection strategy while ensuring compliance and improving customer experience. Don't miss this opportunity to learn from two of the industry's leading experts.

Learn the key principles of texting and emailing in debt collection, ensuring compliant and effective communication. Understand the role of TCPA and FDCPA regulations, while staying informed about industry standards. Leverage digital channels and automation tools to enhance customer experience and engage in a Q&A session with experts for deeper insights.

9:15 AM - 10:15 AM

This session will dive look ahead at the next 10 years of technology, and industry changes, and then take a deep dive into Generative AI (with ChatGPT) and Robotic Process Automation (with AutoGPT) to discover practical uses for the technology today, what safeguards to put in place with this technology, and also help build out strategies to partner with next technology in the future.

Learning Objectives:

• Learn about ChatGPT and how it can help your company today
• Learn about AutoGPT and how it can help your company today
• Learn about the risks of Generative AI and RPA and What Safeguards need to be implemented to today to protect your company
• Discover what priorities to focus on with technology to thrive for the next 10 years

Everyone is welcomed to attend but this session is geared towards/focused on: Compliance, Operations, C-Suite/Senior Management, Chief Compliance Officer.

9:15 AM - 10:15 AM

CLEs* (Continuing Legal Education credits) are available for this session. This session is open to ACA members only.

Chat GPT is all the rage. Everyone is talking about it! It had millions of users in its debut week alone, and other companies have made a fast follow, releasing similar technologies (e.g., Google’s Bard). From writing code to writing policies and poems, this tool has great potential for our industry, lawyers – and the world! There is so much potential to help us automate, scale, innovate, and improve efficiency in our daily routines, tasks, and operations. Join us as we discuss all the potential uses of this kind of technology for our industry such as enhancing compliance training, writing policies and procedures, creating scripts, and more. Before we all drink the Kool-Aid, however, there are things that should be considered by us attorneys before using these types of AI tools. You don’t want to miss out as we explore the responsible use of AI from all angles – from ethics, governance, and oversight to privacy and intellectual property considerations – and everything in between!

Attorneys will leave with:

• A basic understanding of new language model technologies (e.g., Chat GPT, Bard, etc.) and ideas for how it could be used
• An understanding of what ethical rules are triggered when using this kind of technology
• A framework for building a governance program for using this technology and an understanding of how such governance fits within existing compliance management systems
• A list of issues to be considered, from privacy to intellectual property

9:30 AM - 10:30 AM

Attendance at this meeting is by invitation only. Contact Scott Purcell, CEO, at [email protected] for more information.

10:15 AM - 11:00 AM

The morning break is sponsored by CDS Software.

Stop by booth 300 for a specialty latte sponsored by Finvi.

11:00 AM - 12:00 PM

11:00 AM - 12:00 PM

This session will discuss real life experience in developing an offshore or nearshore location to support the collection business.  Panelists will describe their own experience in various global markets with both captive and non-captive structures and the pro's and con's of each.

The session will focus on items that must be considered when expanding to a near shore or offshore location, including local financial markets, local political concerns, currency fluctuations and considerations, personnel, positions most effective to offshore and much, much more.

Everyone is welcomed to attend but this session is geared towards/focused on: C-Suite/Senior Management, Human resources, Operations.

11:00 AM - 12:00 PM

Staffing shortages are a widespread and significant challenge currently in the ARM industry. Imagine having an unlimited number of agents that are always on time, never call out sick, do not take vacations and are working for you 24/7/365. An Intelligent Virtual Agent (IVA) makes this vision a reality and allows your agency to utilize your limited human agent resources better.

An IVA always follows your established policies and procedures, drastically reducing your overall compliance risk. From sophisticated data entry to ever-evolving compliance regulation, IVAs help mitigate compliance risks significantly.

The consumer demographic has undergone a tremendous transformation in recent years.
Now, individuals want to communicate with your agency in a manner they prefer and at a time that is convenient for them. Having an IVA available for inbound communications 24/7 will allow you to meet consumer expectations for communication while increasing your overall debt recovery.

Don’t miss this opportunity to hear from industry experts as we look at a practical installation and how to use IVA, AI, and automation.

Everyone is welcomed to attend but this session is geared towards/focused on: Chief Compliance Officer, Collection Floor Leadership, Collector, C-Suit/Senior Management, Human Resources, Operations, Supervisor/Manager.

11:00 AM - 12:00 PM

In this engaging and interactive session, participants will explore the transformative power that “curiosity” imparts to an agency’s overall success. Michael Klutho will demonstrate how fostering a “curious mindset” (rather than a “judgmental” mindset) leads to increased revenues, improved communications, and stronger relationships with consumers, your agency, your clients, as well as regulators. Participants will learn valuable skills and effective strategies to elevate their financial problem-solving skills to thereby maximize the likelihood of sustainable success.

Learning Objectives:

• Understand the importance of being curious and how such a mindset is a must to impact interactions with debtors positively.
• Recognize the dangers of, and counterproductive nature associated with, prejudging a consumer’s situation, leading to missed opportunities to resolve accounts.
• Discover the Curiously Champion Challenger approach and how using it helps gather valuable data points to optimize strategies that assist consumers in solving their pre-existing financial problems.
• Analyze and compare essential metrics -- average call time, number of calls, and hang-up rates -- using an emotional intelligence lens.
• Learn how the law of reciprocity and kindness drastically reduces complaints and legal action (and dramatically increases “thank you notes”!).
• Explore how the use of “coaching questions” rather than scripting helps increase win-win resolutions.
• Understand how to use emotional realities to assess the effectiveness of positive communication that serve to increase conversions.
• See how a curious and empathetic approach helps resolve consumer obligations and just as important, helps bolster staff morale.

By the end of this training session, you will develop a deeper understanding of the power of curiosity and its potential to drive significant improvements in the most important aspect of your business – the consumer/collection representative interaction. By embracing a curious mindset and applying the techniques and strategies outlined in this course, participants will not only boost revenues, will also enhance customer relationships, reduce litigation, and help foster a more supportive and innovative work environment.

Everyone is welcomed to attend but this session is geared towards/focused on: Chief Compliance Officer, Collection Floor Leadership, Collector, Compliance, C-Suite/Senior Management, Information Technology, Operations.

11:00 AM - 12:00 PM

CLEs* (Continuing Legal Education credits) are available for this session. This session is open to ACA members only.

Embark on a voyage of confidence as you learn to navigate the turbulent waters of high-conflict cases through expert guidance and proven strategies.

Handling cases with unpredictable litigants can be exceptionally challenging and stressful. When dealing with high-conflict personalities - whether it's your client, the opposing party, or counsel - the potential for complications rises exponentially. These individuals operate differently, react unexpectedly, and often make decisions against their best interests, leaving legal professionals in a bind, unsure of how to proceed.

In this session, you'll uncover:

• Proven strategies for anticipating and managing high-conflict personalities, enhancing predictability, and alleviating stress.
• Tactics for upholding professionalism and safeguarding your reputation, ultimately reducing the risk of Bar complaints or lawsuits.
• By honing these crucial skills, you'll be empowered to:
• Tackle high-conflict cases with poise and assurance.
• Make well-informed decisions and devise customized strategies for addressing challenging individuals.
• Cultivate a positive and efficient work atmosphere, even amidst contentious circumstances.

Are you prepared to transform potential nightmares into resounding triumphs in the realm of high-conflict cases?

Seize this exceptional opportunity to bolster your legal expertise, elevate your career and emerge from Convention 2023 as a fearless advocate in the presence of high-conflict litigants and opposing counsel!

12:00 PM - 2:00 PM

Sponsored by InterProse

12:00 PM - 2:00 PM

2:00 PM - 3:00 PM

2:00 PM - 3:00 PM

If you missed us at ACA's IGNITE, here is your chance to be involved in an engaging session as we watch a LIVE coaching session and discuss what was not being said.

Do you “hear” what your candidates or team members are saying as well as what they are not saying? Are you “listening” between the lines? Whether interviewing candidates or coaching your team members, these situations are not just an exchange of words. It is an interaction involving understanding the words’ context, inferring tone, as well as interpreting body language. Every person sees, views, and has different experiences that shape our responses, which means they are saying more than the words they are using. In this interactive session, we will discuss dissecting candidate interview responses and team member responses during coaching sessions for the answer behind the answer. You will learn to do more than just by listening, by learning the importance of understanding first, then seeking to be understood.

Learning Objectives:

• Understand communications involves words, tone, and body language
• Exhibit active listening during communications to interpret responses
• Respond appropriately in coaching session with proper intent

Everyone is welcomed to attend but this session is geared towards/focused on: Collection Floor Leadership, Collector, C-Suit/Senior Management, Human Resources, Operations, Supervisor/Mangement.

2:00 PM - 3:00 PM

Do you only have time to attend one session at Convention? Do you need to get all the latest updates on compliance and legal issues?  Is this your first time attending Convention and you don’t know where to start? If yes, then this session is for you!  This is your opportunity to get insight from an agency perspective.  Whether you are a first-time attendee or a veteran, this session will provide you with best practices and real-world experience you can take home to help your agency succeed! 

Learning Objectives:

• Credit Reporting: Reasonable re-investigations and the importance of updating the tradeline when a dispute is received and when it is reported as no longer disputed.
• Onboarding: Intake procedures and making sure your technology is compatible. 
• Collection Letter Pitfalls: Key checkpoints for your letters as well as the importance of having your letters reviewed.
• Collection Call Training: Avoid pitfalls such as missing disclosures, not hearing the dispute, and balancing empathy with results.

Everyone is welcomed to attend but this session is geared towards/focused on: Chief Compliance Officer, Compliance, Operations.

2:00 PM - 3:00 PM

Get ready to experience ACA's State Guide Cohort in person! Whether you're an ACA subscriber or not, this course offers a unique opportunity to explore the valuable insights provided by ACA's Guide to State Collection Laws and Practices, affectionately known as "State Guide".

Our expert panel will deliver the State Guide content just as we would during our highly anticipated July "State Guide Cohort" meeting. Participants will get a glimpse inside a State Guide webinar and discover the most significant updates that we've included from the past six months, including the 2022 EOY recap.

In addition, we'll provide critical insights into why State Guide has become must-see-TV for ACA members collecting in multiple states. Whether you're new to the industry or a seasoned professional, this course will equip you with the knowledge and tools needed to stay on top of the ever-changing legal landscape in the collection agency space.

Whether you're a newcomer to the industry or a seasoned professional, this engaging and informative course will provide you with the knowledge and tools needed to stay on top of the ever-changing legal landscape in the collection agency space. You won't want to miss this opportunity to experience State Guide like never before and gain valuable insights into the most significant updates from the past six months. By the end of the course, you'll be better equipped to navigate the complex legal requirements of multi-state collections and make informed decisions that contribute to the overall success of your organization.

2:00 PM - 3:00 PM

CLEs* (Continuing Legal Education credits) are available for this session. This session is open to ACA members only.

This course is designed to provide a comprehensive understanding of agreements among creditors, debt buyers, and collection agencies. Through a detailed examination of key provisions, including representations and warranties, indemnification, dispute resolution, venue, and party responsibilities, participants will gain insights into how risks can be allocated and how to ensure that all parties fully comprehend their rights and obligations. By gaining a better understanding of how these provisions operate, this course aims to prevent disputes within the industry.

Learning Objectives:

• Important and relevant representations and warranty provisions.
• The different types of responsibilities based on the party to the agreement.
• Available dispute resolution procedures; (iv) the liability of principals and agents in collection agreements.
• Appropriate indemnification provisions in the event of disputes.

Upon completion of this course, participants will have a better understanding of the complexities of agreements in the creditor, debt buyer, and collection agency space, and be better equipped to navigate potential conflicts with industry peers.

3:00 PM - 3:45 PM

Sponsored by Factual Data

3:45 PM - 4:45 PM

Advocacy impacts your bottom line, your relationship with your clients and your long-term viability.  ACA’s advocacy is one of your top benefits.  In this session, industry advocacy champions will share with you the latest at the state and federal levels. 

4:45 PM - 5:45 PM

Sponsored by Bayview Solutions, LLC.

6:00 PM - 9:00 PM

Sponsored by Nationwide and REPAY

Flight Club Darts is interactive darts like you’ve never experienced! Electronically scored to allow you to compete within your bay and with the entire room, you’ll laugh at replays and enjoy the company of your colleagues. Food and hosted bar are included. Tickets are $225 and are limited so buy-in early!

Benefitting the ACPAC administration fund.

Bays sponsored by:
InterProse and Payscout
E-mail [email protected] to sponsor a bay for $650.

6:00 AM - 7:00 AM

Join an early morning site-seeing run with ACA members Jon Balon of Williams & Fudge and Aaron Reiter of InterProse. Today they'll take you on an adventure along the Chicago River. Plan for a +/- 4 mile run starting from the hotel lobby. 

7:00 AM - 1:30 PM

Sponsored by LexisNexis

7:30 AM - 8:10 AM

Sponsored by Quantrax Corporation

8:10 AM - 9:30 AM

Awards
At the annual awards ceremony, many of the association’s outstanding members will be recognized for selflessly devoting their time and skills to advance the accounts receivable management industry. Receiving an ACA honor symbolizes a member’s commitment to the association and the industry. Join us in this celebration of member success, where awards such as the ACA Member of the Year and James K. Erickson Continuous Service will be given as well as education honors, advocacy and unit awards. The Awards recognition is followed by our final keynote speaker.

Keynote Betsy Ziegler of 1871: The Future is Now - Relate to Innovate
At the annual awards ceremony, many of the association’s outstanding members will be recognized for selflessly devoting their time and skills to advance the accounts receivable management industry. Receiving an ACA honor symbolizes a member’s commitment to the association and the industry. Join us in this celebration of member success, where awards such as the ACA Member of the Year and James K. Erickson Continuous Service will be given as well as education honors, advocacy and unit awards. The Awards recognition is followed by our final keynote speaker. 

It's easy to get hyper focused on the day-to-day aspects of your role, but in today's workplace it's crucial to have a big-picture perspective of how the world is changing and the potential impact for you and your business. During this talk, Betsy Ziegler, CEO of startup incubator 1871, will discuss the latest technologies and what you can do inside your own organization to engage the human side of innovation to drive positive change. Don't miss your chance to discover vital insights about the tech ecosystem, what is yet to come, and what those changes mean for you. 

Learner Outcomes:

• Discuss what the best companies do to drive innovation inside their organizations 
• Develop a point of view on what questions you, as an individual, should be asking
• Describe what you can do to drive positive change 

9:30 AM - 1:30 PM

9:30 AM - 10:15 AM

Sponsored by CompuMail

10:15 AM - 11:15 AM

10:15 AM - 11:15 AM

Is your small collection agency leaving money on the table? Turbocharge your profits and outpace the competition with the help of expert legal knowledge at your fingertips! Join Michael Moore, seasoned In-House Counsel from Collection Bureau Services, Inc., as he reveals game-changing strategies that will revolutionize your debt collection process.

In this exclusive course, you'll uncover how to:

• Navigate complex legal regulations like a pro.
• Master the art of negotiating settlements and dismissing frivolous lawsuits.
• Unlock the full potential of in-house legal collections, slashing external legal fees and expediting the collection process.

But wait, there's more! You'll also gain these unique learning objectives:

• Develop a tailor-made legal framework for your agency, ensuring compliance and boosting efficiency.
• Unlock advanced negotiation techniques to maximize returns and maintain positive relationships with debtors.
• Create a roadmap to seamlessly transition from relying on external legal services to having a self-sufficient in-house counsel.

Don't let another dollar slip through your fingers!
Act now and propel your small collection agency into the big leagues with the ultimate weapon – your very own in-house counsel. Are you ready to unlock the secret to skyrocketing profits?

Attend this session and experience the true power of in-house legal mastery!

Everyone is welcomed to attend but this session is geared towards/focused on: Compliance, C-Suite/Senior Management, Supervisor/manager.

10:15 AM - 11:15 AM

Do you want to stay on top of the latest compliance issues affecting the ARM industry and connect with peers to find out how they are dealing with the ever-changing regulatory landscape? 

If so, this event is for you!
The Compliance Circuit offers a unique opportunity to ask questions, learn and and share best practices on the hottest compliance topics in a "speed dating" format. 

You'll rotate between five round-table discussions, each focused on a specific compliance topic and led by a subject matter expert. With only 10 attendees at each table, you'll have ample opportunity to ask questions and network with peers in a small group setting until the whistle blows forcing you to move to the next topic. 

TOPICS INCLUDE:
Compliance Management Systems (CMS): Ask questions about implementing and managing a compliance management system (CMS) in your organization. Discuss the key components of an effective CMS and strategies for maintaining compliance with legal and regulatory requirements.

Tracking Phone Calls and Call Frequency Limitations Reg F and State Specifics: Ask questions about the rules and regulations around tracking phone calls and frequency limitations under Regulation F and state-specific regulations. Discuss best practices for maintaining compliance in this area.

Model Validation Notice (Validation Date/Letter Date/Itemization Date and Consent Under TCPA): Ask questions about the requirements for providing validation notices to consumers, including the specific dates that must be included and the consent required under the Telephone Consumer Protection Act (TCPA). Discuss strategies for staying compliant with these requirements.

Credit Reporting: Ask questions about the legal and regulatory requirements for reporting credit information to credit bureaus, including the Fair Credit Reporting Act (FCRA) and other relevant regulations. Discuss best practices for complying with these regulations and mitigating risk.

Texting and Emailing: Ask questions about the rules and regulations around texting and emailing consumers, including requirements under the TCPA, CAN-SPAM Act, and other relevant regulations. Discuss strategies for staying compliant with these requirements and utilizing these communication channels effectively.

Overall, this event is designed to provide a valuable networking and learning opportunity for ARM industry compliance leaders who want to ask questions, get expert answers, and connect with peers on the latest compliance issues affecting the industry. Don't miss out on this chance to expand your knowledge and make valuable connections!

10:15 AM - 11:15 AM

In the ever-evolving legal landscape, attorneys in the ARM Industry must stay informed of the latest litigation and operational strategies to best serve their companies and/or clients. This session will provide participants with interesting strategies tailored for the current times.

The session will cover several topics, including:

• Recent litigation against the South Carolina Attorney General that invalidated the state's anti-spoofing statute and ended a class action filed in state court.
• Anti-SLAPP (Strategic Lawsuit Against Public Participation) motions in California.
• The challenges of dealing with volume filers and the importance of getting into pre-suit communications.
• The complex decision-making process of whether to remove a case and the perils of pushing the standing argument too far.
• How risk/reward decisions both during and before litigation should be analyzed.
• How to analyze front-end operational choices up against their back-end litigation risks.

Overall, this CLE training session will provide participants with valuable insights into unique litigation strategies that can be used in the current legal environment. Attorneys will leave the session equipped with the tools and knowledge needed to navigate complex litigation scenarios and effectively represent their clients.

Learning Objectives

• Evaluate the impact of the recent case against the South Carolina Attorney General on future litigation strategies.
• Apply the Anti-SLAPP motion strategy to defend clients against frivolous lawsuits that seek to stifle free speech or public participation.
• Create effective communication strategies with volume filers to reduce the likelihood of litigation.
• Analyze the factors involved in the decision-making process surrounding removal.
• Understand the interplay between being operationally successful without becoming over exposed to problematic litigation.

11:15 AM - 1:30 PM

Enjoy lunch during your last chance to visit our exhibitor and sponsors in the Expo Hall.

Be sure to check out the remaining Innovation Stage sessions taking place during this time. All Innovation Stage sessions are included in the schedule and are indicated with “[Innovation Stage]” at the start of the session title.

12:00 PM - 1:00 PM

1:30 PM - 2:30 PM

This session will demonstrate there are more and maybe better ways to deal with plaintiff attorneys and their demands than the standard "Be the poison pill and fight fight fight!" approach.  As an agency owner, this speaker attended dozens of sessions on how to fight back, deal with, battle, and win against plaintiff attorneys, and none of it seemed to make a difference.  In this session, he shares how he started to apply the mantra - "Cooperation, not Competition".   In working with some very aggressive plaintiff attorneys over the past several years, this approach has saved his company tens of thousands of dollars, lowered stress levels to almost none, and has allowed a relationship to build that has actually been beneficial in getting payments and resolving disputes with a couple attorney's clients!   

Discover a different approach to dealing with plaintiff attorneys, one that may reduce costs, stress, and might even result in a beneficial relationship in the future.

Everyone is welcomed to attend but this session is geared towards/focused on: Chief Compliance Officer, Compliance, C-Suite/Senior Management, Operations, Supervisor/Manager.

1:30 PM - 2:30 PM

Are you an ARM industry leader looking to learn from your peers about the hottest issues on the operational side of the industry, including people and processes? If so, this fast paced session is for you!

ARM's Reach is an unique opportunity to explore what their peers are doing and ask questions in a "speed dating" format. You'll rotate between five round-table discussions, each focused on a specific operational topic and led by a subject matter expert. With only 10 attendees at each table, you'll have ample opportunity to ask questions and network with peers in a small group setting.

TOPICS INCLUDE:

• Hiring: Ask questions about best practices for hiring top talent in the ARM industry. Discuss strategies for attracting and retaining the best candidates for your organization.
• Retention: Ask questions about best practices for retaining top talent in the ARM industry. Discuss strategies for keeping employees engaged and motivated, and reducing turnover.
• Offshoring: Ask questions about the benefits and challenges of offshoring in the ARM industry. Discuss strategies for managing remote teams and maintaining quality while outsourcing.
• Diversifying Portfolio: Ask questions about the benefits and challenges of diversifying your portfolio in the ARM industry. Discuss strategies for expanding into new markets and services while minimizing risk.
• Process Automation: Ask questions about different types of process automation, from simple rules-based automation to more complex AI-powered automation. Discuss the benefits of automated processes, such as cost savings and increased efficiency, and how to implement them effectively.

Overall, this event is designed to provide a valuable networking and learning opportunity for ARM industry leaders who want to ask questions, get expert answers, and connect with peers on the latest operational issues affecting the industry. Don't miss out on this chance to expand your knowledge and make valuable connections!

1:30 PM - 2:30 PM

1:30 PM - 5:00 PM

Entrance into the Expo Hall during tear-down hours is limited to only registered booth staff. Exhibitors who hire a contractor for booth tear-down must identify those individuals in advance. Exhibit or booth tear-down badges are required for entry during tear-down time.

Check in at registration before heading to the Expo Hall, badges will be checked. 

Exhibitors must be fully cleared out of the Expo Hall by 5:00 PM.

1:30 PM - 2:30 PM

In the current economic climate, it is often said that small collection agencies cannot compete with the larger ones that have more resources, fancier technology, and dedicated compliance departments.  This course provides valuable insights into how small agencies can stay afloat, make profits, and even flourish in such challenging conditions.

Participants will explore a variety of unique opportunities available to small collection agencies, along with creative strategies to find clients and build long-lasting relationships with them. The course will also provide guidance on leveraging technology to gain an advantage, regardless of limited resources.
.Throughout the course, presenteres will offer their insights and experience, and participants will engage in interactive discussions with other small agency leaders. By the course's end, participants will possess practical tools and strategies to achieve success and thrive as small collection agencies in a highly competitive market.

Learning Objectives:

• Identifying niche markets and creating specialized services.
• Building a strong online presence through social media, email marketing, and search engine optimization.
• Implementing effective debt collection strategies.
• Partnering with other small agencies to share resources, maximize advocacy and expand reach.
• Adopting innovative technologies to stay competitive.

1:30 PM - 2:30 PM

CLEs* (Continuing Legal Education credits) are available for this session. This session is open to ACA members only.

Despite significant advancements in legal protections for LGBTQ+ individuals over the past two decades, including marriage equality and anti-discrimination laws, unique challenges and struggles persist for this community. It is crucial for in-house corporate and litigation attorneys to be aware of these issues as they navigate various legal frameworks and address potential barriers to LGBTQ+ individuals' rights in both office and courtroom settings.

In this session, attorneys will acquire the knowledge and skills necessary to ethically, respectfully, and effectively advocate on behalf of and for LGBTQ+ individuals. Learn to recognize and respond to microaggressions, unconscious bias, and other workplace concerns.

Learning Objectives:

• Develop a solid understanding of gender identity and expression-related concepts and terminology to effectively interact with LGBTQ+ clients, consumers, and co-workers.
• Examine the distinctions and intersections between gender identity, gender expression, sexual orientation, and other aspects of a client's identity.
• Assess and challenge assumptions, misperceptions, and cultural messages about LGBTQ+ individuals, and explore how they encounter bias and discrimination in various contexts.
• Identify potential legal vulnerabilities for LGBTQ+ clients in corporate and litigation settings.
• Analyze how professional responsibility rules apply to the ethical representation of LGBTQ+ clients.
• Review relevant case law focused on LGBTQ+ clients, consumers, and employees.
• Equip yourself with the cultural competency and humility needed to ethically engage with LGBTQ+ individuals, both in-house and in litigation environments. Sign up for this essential course to stay up to date on best practices and foster a more inclusive legal practice.

2:45 PM - 3:45 PM

2:45 PM - 3:45 PM

For so many organizations their information technology and information security systems and processes stay the same.  “If it isn’t broke…”, but the reality is that information technology (IT) and information security (IS) have evolved drastically.  Many don’t realize that as IT and IS evolves the price point for adoption continues to be more affordable. In this session we will workshop together, helping attendees to identify the systems that are ripe for modernization and how to secure these systems.  Each attendee will leave with an IT & IS roadmap for their organization.

Learning Objectives:

• Define key areas of modernization in information technology and information security.
• Clearly define those systems and outcomes possible with updating.
• Document how to secure key systems for regulatory and best practice.
• Identification of automation and orchestration possible with modern solutions.
• Review use cases where organizations haven’t taken advantage of modern IT and IS.

Everyone is welcomed to attend but this session is geared towards/focused on: Information Technology, Supervisor/Manager, C-Suite/Senior Management, Chief Compliance Officer.

2:45 PM - 3:45 PM

Join us for a unique and interactive conference experience as we explore the latest technology innovations in the collection industry. In this "speed dating" style program, attendees will have the opportunity to rotate between round-table discussions with industry experts and technology innovators to learn about the various technologies and innovations implemented in the collection industry.

Topics covered will include:
Selecting a New Collection System: Explain the process of selecting a new collection system and the advantages and disadvantages of different systems. They will discuss topics such as scalability, cost, and integration with other systems.

Utilizing Artificial Intelligence (AI): Explain the basics of AI and discuss how it can be used to improve customer service, automate processes, and increase efficiency. They will also cover topics such as machine learning and natural language processing.

Data Mining: Discuss the basics of data mining, from collecting and organizing data to using it to gain insights. They will explain the importance of data mining and how it can be used to improve decision-making and uncover new opportunities.

Chatbots and Other Digital Communication Tools: Discuss the use of chatbots and other digital communication tools to engage with customers. They will cover topics such as customer service automation, automated customer segmentation, and personalized customer experiences.

Dipping Your Little Toe into New Technology: Attendees will have the chance to ask questions, engage in discussion, and explore the potential applications of these technologies in their own organizations. Don't miss this exciting opportunity to learn about the cutting-edge technologies driving the collection industry forward.

2:45 PM - 3:45 PM

TikTok has rapidly evolved from teaching dance moves to advising viewers about an infinite number of topics, and that includes telling consumers how to avoid paying money to debt collectors. These voices are from amateurs, experienced consumer attorneys, and everyone in between. They are waging a war against the ARM industry through name-calling and staggeringly incorrect information about who we are, what we do, and how we do it.

“Finktok” or “Financial TikToks” are videos of no more than three minutes giving advice, education, and discussions on personal finance and created by influencers where expertise is measured by followers and likes. Although not confined to our industry, thousands of these videos are reaching millions of people with the aim of portraying debt collectors as evil and arguing the debts they try to collect are invalid, credit reporting is illegal, consumers should never pay a debt collector, and the best ways to sue collectors.

Ignore this threat (and this session) at your own peril. TikTok now rivals other social media platform in its power to influence behavior, and its reach and impact continue to grow. In this session, Aaron and Dennis will address the different types of misinformation, how to best prepare your collectors for when consumer act in accordance with Fintok’s propaganda, and how you can respond to support the reputation of the industry, push back on reckless content creators, and better inform consumers as to the risks they take when following the bad advice permeating TikTok.

Learning Objectives:

• Inform attendees of TikTok's influence
• Provide takeaways on how to prepare your collectors to respond
• Give practical (non-legal) advice on changing the tide

Everyone is welcomed to attend but this session is geared towards/focused on: Collector, Chief Compliance Officer, Collection Floor Leadership, C-Suite/Senior Management, Supervisor/Manager.

2:45 PM - 3:45 PM

CLEs* (Continuing Legal Education credits) are available for this session. This session is open to ACA members only.

Flourishing in Law: Mastering Wellbeing, Ethics, and Resilience for Attorneys

Discover how to holistically address your emotional, occupational, physical, and spiritual needs while upholding your ethical obligations as an attorney. This comprehensive course delves into physical, emotional and mental concerns within the profession, and practical steps for managing stress and anxiety while fostering wellbeing.

As the legal landscape evolves and workplaces reopen, it's crucial to acknowledge the challenges and traumas experienced during tumultuous times. Cultivating resilience and wellbeing is key to ensuring a successful career and a healthy work environment.

In this dynamic course, you'll learn to:

Understand and manage stressors related to working remotely, hybrid or 100% in the office, the impact of the ever-changing work environment, and balancing personal and professional life.

Identify your staff's strengths and weaknesses, and promote a supportive, inclusive atmosphere that caters to individual capabilities.

Recognize the ethical traps stemming from chronic stress, and apply evidence-based strategies for stress management to maintain high professional standards.

With case studies, engaging discussions, and expert guidance, this course equips attorneys with specific techniques to develop mindfulness, resilience, and reduce workplace stressors.

6:00 PM - 9:30 PM