
The Power of Positive Leadership

The Future is Now - Relate to Innovate







ACA International Convention & Expo 2023
ACA’s flagship event featuring a fabulous lineup of inspiring keynotes on the main stage, as well as industry innovators, wayfinders, and experts who share business operation tips and insights in education sessions. It is our largest event of the year, which also includes fun networking opportunities and social gatherings.
Room Block Deadline Extended to July 7
There’s still time to get into ACA’s room block! Book your room today online using ACA’s booking link!
Schedule
[Invitation Only] Council of Delegates Reception
5:00 PM - 6:00 PM
This reception is for the ACA International Council of Delegates, Board of Directors and Board candidates.
Exhibitor Set-Up
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.
Council of Delegates Meeting & Breakfast [Members Only]
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
[Interest Group] InterProse ACE User Meeting - Development Roadmap & Networking
10:00 AM - 1:00 PM
Come join ACE users and InterProse executive team members to hear how technology is shaping the development roadmap for ACE and provide your feedback on what is most important to your business. Please contact Aaron Reiter for additional information, Current users and those evaluating platforms are welcome. [email protected] or 360 907-5880.
[Add-On] Compliance Unleashed: Engaging Your Entire Organization
12:00 PM - 3:00 PM
Sponsored by TransUnion
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:
- Understanding the importance of compliance across all organizational levels.
- Identifying barriers to organization-wide compliance and strategies to overcome them.
- Practical tools and methodologies to foster a culture of compliance.
- Case studies showcasing successful implementation of these strategies.
- 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.
[Interest Group] [Invitation Only] TCS Users Group - Compliance Discussion & Networking
12:00 PM - 3:00 PM
This meeting is for TCS users only. Come join other The Collector System® users to discuss compliance issues and network with your peers. Please contact Ryan McBride for additional information: [email protected] or (801) 395-8824.
[Interest Group] [Invitation Only] Tratta Horizon: User Collaborative - Our Digital Future
12:00 PM - 2:00 PM
Join us for an exclusive event: "Tratta Horizon: User Collaborative - Envisioning and Shaping Our Digital Future Together." As a valued Tratta client, we're inviting you to be part of this unique collaborative journey. We'll delve into our user-friendly consumer portal and account management platform, exploring how these tools are already fueling your growth and sharing insights into maximizing growth. Plus, get ready for an exciting sneak peek as we unveil major features and integrations currently in development. This is an opportunity for you to share your experiences, learn from fellow users, and help shape Tratta's future offerings. This is an invitation only event.
First Timers & New Members Reception
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.
Young Professionals Reception
2:30 PM - 3:15 PM
Sponsored by Bayview Solutions, LLC.
This reception provides an opportunity for young professionals in the ARM industry to connect, share experiences and foster ideas for the future of the industry.
Main Stage: Opening Remarks + Keynote Jon Gordon: The Power of Positive Leadership
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.
Welcome Reception & Innovation Stage
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.
[Innovation Stage] NumberLab: A Game-Changer in Call Labeling and Number Monitoring
5:15 PM - 5:35 PM
Presented by Arbeit Software
Discover NumberLab, our patent-pending innovation aimed at revolutionizing the credit and collections industry. NumberLab offers cutting-edge number monitoring and call labeling solutions, designed to prevent the mislabeling of legitimate calls as spam or scams. By ensuring accurate call labeling, NumberLab increases contact rates, enhances consumer trust, and ultimately boosts collection success. Don't miss this opportunity to learn how NumberLab is setting a new standard in debt collection technology.
[Innovation Stage] Transform Your Contact Center with Provana's IOCX Solution
5:40 PM - 6:00 PM
Presented by: Provana
Many contact centers face numerous challenges that can impact their bottom-line figures. Such as high infrastructure expenses, a limited technology stack, expensive manual quality assurance process, lower-than-expected collections, and more. These issues can result in diminished performance, productivity, and increase in policy violations. What if a single solution could address these challenges and cover all aspects such as compliance, revenue, and cost savings? Fortunately, with Provana's IOCX solution, it's possible to have a 'Contact Center in a box' model that can transform your contact center's compliance, performance, and productivity.
Say goodbye to the hassle of selecting various solutions for your contact center. IOCX offers a comprehensive, all-in-one package that includes essential tools like call routing, IVR, predictive dialing, outbound dialer, 100% call monitoring, conversational AI, and agent performance and business intelligence services. Best of all, IOCX is a cloud-based solution, so you don't need to invest in expensive hardware or software.
[Innovation Stage] We All Need It... Collection Licensing and Insurance Coverage
6:05 PM - 6:25 PM
Presented by: Simplicated, Inc.
Simplicated provides comprehensive licensing services and insurance to the ARM industry. Our personalized guidance and hands-on approach will make the licensing process smooth and stress-free so it feels as we are an extension of your team, rather than a vendor. Let us do all the work by completing and filing your applications and renewals, and work directly with regulators on your behalf.
Through our partnership with Patriot Growth Insurance Services, we can provide innovative products and services, designed to serve the specific coverage needs of the ARM industry. Patriot is a nationally licensed insurance broker with over 30 years of ARM industry experience. You need an advisor who is a subject matter expert and can provide the road map to manage your risks, limit your liability, and control your costs. Customized insurance protection starts with a conversation.
[Innovation Stage] Security and Compliance in 2023
6:30 PM - 6:50 PM
Presented by: AARC-360
In today's world, security threats are becoming increasingly sophisticated and prevalent. Protecting your organization from these threats is no longer just a good idea, it's a critical business requirement. Implementing strong IT security measures isn't just about protecting your data and systems from cybercriminals. Compliance with industry regulations and government mandates is also a crucial component of a comprehensive security strategy. Failure to comply with these regulations can result in significant financial penalties and damage to your organization's reputation.
During this presentation, we will explore the latest trends and best practices in IT security and compliance. We will discuss key topics such as data privacy regulations, risk management, incident response planning, and more. We will also examine how emerging technologies, such as cloud computing are impacting IT security and compliance.
Whether you are an IT professional or business leader, this discussion will provide valuable insights into the latest strategies and techniques for protecting your organization's assets and meeting compliance requirements.
Dinner with Strangers (Pre-Registration Required)
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 at the ACA registration desk at 7:00 PM for group assignments; and reservations are set for 7:30 PM.
[Invitation Only] Small Agency Nightcap
9:00 PM - 10:00 PM
Attending convention is about making life-long connections and we’ve created a reception just for you. Agencies with 50 or fewer employees, swing by this night cap to meet other fellow small agencies colleagues and learn about ACA's upcoming Small Agency Jam Sessions. RSVP when you register.
Sponsored by: CBC, RevSpring, Quantrax Corporation,& VoApps DirectDrop Voicemail.
[Interest Group] Runners Club - Park Run
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. SIGN UP with Aaron: [email protected] or (360) 907-5880.
This slightly-over-4-mile run will start by going through Grant Park. Once in Grant Park we will head north going past Buckingham Gardens and Fountain. Once we cross E Monroe Street, we will be in Maggie Daley Park and will take the pedestrian bridge over Columbus Dr to Millenium Park (Group Photo at The Bean). We will then head back east to the lake front trail and head south along Lake Michigan. We will be passing by Lakefront Park around Mile 3 heading toward Shedd Aquarium. Once we have reached the Shedd, the final stretch of our run leads us back to the hotel. https://www.mapmyrun.com/routes/view/5610396664/
Expo Open
7:00 AM - 3:45 PM
Innovative technology and efficiency are important as the world changes at a pace we've never seen. At Expo 2023, our exhibitors and sponsors are excited to share the industry's newest technologies and services to help you achieve the results you are looking for.
Innovation Stage
Expo 2023 is also the home of the Innovation Stage (in aisle 800) where bite-sized sessions will showcase industry resources and solutions. This format is designed to allow you 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.
Self-Guided Expo Tours
New this year, we are introducing Self-Guided Expo Tours. Five maps will be made available in print and on the mobile app to help guide you to some of the latest technologies. See the full list of over 45 different service and product categories provided by exhibitors.
Doodle Lounge
It's exactly what it sounds like! Make a pit stop at the Doodle Lounge to have quick (or long) chats with friends while taking a mental break.
Money Machine
Don't miss the Money Machine sponsored by EFT Network. Stop by their booth 609 to see money fly!
Expo Bingo
Explore the Expo floor on your bingo card for a chance to win a prize!
24 Before 2024
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.
Avoiding the Call Blocking Blues
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.
The Benefits and Traps of Building a Healthcare Early-Out Operation
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.
[Invitation Only] Korean Credit Information Association Breakfast
8:00 AM - 9:00 AM
ACA welcomes the Korean Credit Information Assoication to Chicago! Attendance at this breakfast is by invitation only.
[Members Only] AI with a Shot of Chat GPT – Please Drink Responsibly
8:00 AM - 9:00 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
From Interviewing to Coaching, A Deeper Dive to What They Are NOT Saying
9:15 AM - 10:15 AM
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.
So You Don’t Think You Can Email And Text - YES YOU CAN!
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.
Using Generative AI and Robotic Processing Automation to Thrive for the Next 10 Years
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.
[Members Only] Building on Bankruptcy Basics: Bonding Over the Bankruptcy Code
9:15 AM - 10:15 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!
[Invitation Only] Meeting with Small Business Administration Office of Advocacy
9:30 AM - 10:30 AM
Attendance at this meeting is by invitation only. Contact Scott Purcell, CEO, at [email protected] for more information.
Morning Break & Innovation Stage in Expo Hall
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.
[Innovation Stage] Conversational Voice AI: The Game-Changer in Collections
10:25 AM - 10:45 AM
Presented by: Skit.ai
Challenges faced by collection agencies include the rapidly thinning margins, scalability, low collection rates, and persistent skilled labor shortage. These are making it difficult for agencies to be efficient and successful. Voice AI technology can potentially transform ARM companies that can leverage its capabilities to take their collection efforts to the next level.
Comparing Your Results Against Other ACA Members: Insights That Drive Growth and Profitability
11:00 AM - 12:00 PM
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.
How To: Effectively Develop a Nearshore or Offshore Platform
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.
The Power of Curiosity: Boosting Revenue While Solving Consumers' Financial Problems
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.
[Members Only] Master the Art of Managing High-Conflict Litigants and Opposing Counsel
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!
[Invitation Only] group50 Meeting & Working Lunch
12:00 PM - 2:00 PM
This annual meeting is for members of ACA's group50. Please RSVP via email to Kimberley Huntington at [email protected].
[Innovation Stage] FinText ™ - Text + Payments. Reimagined.
12:05 PM - 12:25 PM
Presented by: Solutions by Text
Imagine a world where consumers pay bills via text. Where a simple keyword response either securely ensures full bill payment or launches a conversation on options for payment. Where businesses are able to reach consumers where they want to be met – on their mobile devices.
The challenge? Compliance, speed, and trust.
Meet the FinText™ Platform, SBT’s answer to reimagining where text and payments meet. We are focused on bringing frictionless payments to text messaging, powered by a compliance-first SMS platform. We’re changing how leading enterprise companies collect on loans by keeping consumer preference front and center, leading to results that blow other channels out of the water.
[Innovation Stage] Got Friction? Reduce It!
12:35 PM - 12:55 PM
Presented by: PaymentVision
This presentation would be an education session on using QR Codes to drive more self-service payments for Firms/Agencies. We will demonstrate how using a QR code (where compliance allows) in conjunction with a consumer-centric web portal can increase collections, with no human involvement.
[Innovation Stage] Maximize Your Collections Process with ChatGPT AI
1:05 PM - 1:25 PM
Presented by: CSS IMPACT!
Come and join this revolutionary one of a kind clinic where our AI experts will show you amazing new ways on how to automate your collections process and engage debtors in a brand new way using ChatGPT!
[Innovation Stage] Harnessing Experiments for Better Decisions
1:35 PM - 1:55 PM
Presented by: The Intelitech Group
Good business results come from good decisions, and good decisions come from solid evidence. Intelitech has a long track record with agencies to power their good decisions. Recently, we have invested deeply in purposeful generation of evidence through champion-challenger experiments.
We will introduce champion-challenger methods for all agencies.
Starting with indicators in their operation and in the market, agencies can select, design, and execute good champion-challenger experiments to create useful evidence. That high-quality evidence will drive high-quality decisions on how to improve their operation. As agencies build their confidence, they will make more and better improvements to their execution and results.
Intelligent Virtual Agents: Navigating the Challenges of Debt Collection
2:00 PM - 3:00 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-Suite/Senior Management, Human Resources, Operations, Supervisor/Manager.
One Stop Essentials Shop – Get All Your Agency’s Compliance and Legal Needs
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.
State Cohort
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.
[Members Only] Can't We All Get Along? Preparing and Negotiating Agreements
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.
[Innovation Stage] The Forgetting Curve
3:10 PM - 3:30 PM
The Forgetting Curve - People Forget Everything You Just Taught Them and What to Do About It
Presented by: Peak Revenue Learning
You see it all the time. You spend time and money training people and they promptly forget almost everything. We will dig into Ebbinghaus's Forgetting Curve, the memory model that explains why this happens, and how you can combat the loss of knowledge that leads to mistakes, complaints, missed revenue, rework, and even litigation.
The Forefront of Federal & State Advocacy
3:45 PM - 4:45 PM
ACA leads the ARM industry in advocating in Washington, D.C. and at the state level—increasing your bottom line and increasing the growth prospects for the overall industry. At this panel, hear from ACA’s leading advocates on the most impactful topics including:
- The CFPB’s new FCRA rulemaking.
- ACA’s impact on the CFPB and White House proposed policies including medical debt credit reporting and student loan issues.
- A variety of proposals impacting supervision and regulation of the industry.
- Calling, texting, automated intelligence related policymaking.
- A variety of bills and activities with the potential to impact the industry on Capitol Hill.
- How ACA’s success was achieved in many state houses this year.
Don’t miss this must-see session that walks you through both challenges and opportunities in Washington, DC and throughout the country, and how you can and should be involved.
Visionaries Reception
4:45 PM - 5:45 PM
Sponsored by Bayview Solutions, LLC.
Connect with women in collections at this reception hosted by ACA's Women in Collections Resource Council. Learn about monthly water cooler chats and the upcoming Visionaries conference in November. Drinks and light appetizers will be available.
[Add-On] Flight Club Darts
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, Payscout, Collaborationroom.ai & Applied Innovation.
E-mail [email protected] to sponsor a bay for $650.
[Interest Group] Runners Club - Run the River
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. SIGN UP with Aaron: [email protected] or (360) 907-5880.
Our almost 4-mile loop of the Chicago Riverwalk is a great way see the river, the Chicago skyline, and some of the city’s architectural highlights. Starting our run from the Hilton Chicago, we will go by the Willis Tower (12th tallest building in the world), Civic Opera House, 333 West Wacker, Trump Tower and more. We will finish the last mile going straight south on Michigan Avenue back to the hotel. https://www.mapmyrun.com/routes/view/5610334810/
Awards Breakfast
7:30 AM - 8:10 AM
Sponsored by Quantrax Corporation
Join us for breakfast sponsored by Quantrax. Breakfast service will start at 7:30 and end at 8:10 AM, followed by Awards presentation and Keynote Betsy Ziegler of 1871: The Future is Now - Relate to Innovate.
Main Stage: Awards + Keynote: The Future is Now - Relate to Innovate
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 Best Places to Work in Collections 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
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
Expo Open
9:30 AM - 1:30 PM
Innovative technology and efficiency are important as the world changes at a pace we've never seen. At Expo 2023, our exhibitors and sponsors are excited to share the industry's newest technologies and services to help you achieve the results you are looking for.
Innovation Stage
Expo 2023 is also the home of the Innovation Stage (in aisle 800) where bite-sized sessions will showcase industry resources and solutions. This format is designed to allow you 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.
Self-Guided Expo Tours
New this year, we are introducing Self-Guided Expo Tours. Five maps will be made available in print and on the mobile app to help guide you to some of the latest technologies. See the full list of over 45 different service and product categories provided by exhibitors.
Doodle Lounge
It's exactly what it sounds like! Make a pit stop at the Doodle Lounge to have quick (or long) chats with friends while taking a mental break.
Money Machine
Don't miss the Money Machine sponsored by EFT Network. Stop by their booth 609 to see money fly!
Expo Bingo
Explore the Expo floor on your bingo card for a chance to win a prize!
[Innovation Stage] What Has AI Done For You Lately?
9:40 AM - 10:00 AM
Presented by: Prodigal
It's cute that Chat GPT can write funny limericks, but you need real help - with staffing shortages, FTC Safeguards Rule compliance, complaints tracking and management, and cutting costs to stay competitive as agencies combine. And you've been burned by technology overpromises before - with faulty speech analytics and solutions that don't understand finance. But what if AI could actually be helpful? Our team will break down the basics of how generative AI tools like you've been hearing about in the news work, and discuss how they can give you ROI by addressing the real-world issues you need help with.
Pitch Slam: A Showdown of ARM Industry Products & Services
10:15 AM - 11:15 AM
Are you interested in discovering the latest and greatest offerings in the ARM industry in a fun fast-paced no commitments arena? Then join us for Pitch Slam, a high-energy pitch-off competition where you'll have the opportunity to hear from some of the most innovative vendors in the industry and vote for your favorite pitch.
In this one-hour event, you will be able to connect with potential service providers, learn about products and services to help you be a trailblazer in the industry , and cast your votes for the best sales pitch in each round. And, prizes will be given out at random, must be present to win.
The ideal Pitch Slam attendee is anyone in the ARM industry who is interested in high level overviews of products and services, curated connections with potential service providers, and having a great time doing it. This is a fantastic opportunity to network with industry leaders, while engaging with other participants, and walk away with a cliff notes style options to take your business to the next level.
Don't miss out on this unique opportunity to discover the latest offerings and support your service partners in the ARM industry all while casting your vote for the Pitch Slam Champion.
The Compliance Circuit
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!
Thriving as a Small Collection Agency in a Big Pond
10:15 AM - 11:15 AM
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.
[Members Only] Unique Strategies for Unique Times
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.
Lunch & Innovation Stage in Expo Hall
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.
[Innovation Stage] Compliant and Profitable? Yes, you can!
11:30 AM - 11:50 AM
Compliant and Profitable? Yes, you can! With NobelBiz Omni+ powered by Safe Select - the Swiss-Army-Knife of Outbound Compliance
Presented by: Nobelbiz
New technologies for your company to operate compliantly while keeping profitability margins up are here! The safest on the market today is NobelBiz Omni+ powered by Safe Select, developed by NobelBiz and Customer Dynamics.
By combining OMNI+, leading cloud-based omnichannel software, with Safe Select, leading compliance software and using a human sequence selection tool, companies can now get up to 30% more efficiency than manual dialing.
Omni+ powered by Safe Select is one of the most convenient and easy-to-use solutions that takes the compliance misery away from companies looking for results in the always-changing regulatory context. It comes with crucial capabilities such as:
- TCPA compliance
- FDCPA compliance (number of times & mode of communication)
- compliance with state non-ATDS rules
- PCI DSS Level 1 compliant payment capabilities
- built-in suppression on DNC lists
- state-specific custom call windows
- regulatory compliance in an omnichannel environment and so much more.
Join this session to learn more and address your questions!
[Innovation Stage] This is AI in Collection Software
12:00 PM - 12:20 PM
Presented by: Quantrax Corporation
We've been doing it for 30 years. We are happy to show you the highlights of a system that was designed ground-up to be intelligent. From account management, to operations, text messaging and self-service, AI will dominate how we think about and work accounts in the future. AI is not automation or business rules added to an existing product. It is about training a software platform to perform at the level of a collection expert. We do it without the need for technical knowledge or an expensive IT department.
[Invitation Only] Past Presidents Lunch
12:00 PM - 1:00 PM
Attendance at this meeting is for ACA Past Presidents only.
[Innovation Stage] Maximizing Portal Efficiencies with Clients and Consumers
12:30 PM - 12:50 PM
Presented by: Applied Innovation Inc.
This session will provide a review of the solutions offered by Applied Innovation including their client portal, Client Access Web, document management and storage application, Papyrus, Consumer portal, PayStream, Regulation E compliance tool, Greenlight and new Penetration Testing services.
[Invitation Only] How to Create a Workplace PAC Campaign
12:30 PM - 1:15 PM
Attendance at this session is by invitation only. Contact Travis Snyder at [email protected] for more information.
[Innovation Stage] Future of Collection Payments Management
1:00 PM - 1:20 PM
Presented by: Finvi
With Finvi, your employees no longer have to manually bridge the gap between your core operating system and your payments platform. Because our payments platform is native to our workflow solutions, we can offer one-of-a-kind integration and automation that saves you time, money and a lot of headaches. Our all-in-one solutions provide built-in, integrated capabilities such as automatic credit card and account updater, automated status updates, easy batch reversals, and enhanced reporting for simplified payment reconciliation. Our Automatic Credit Card and Account Updater feature securely syncs with your financial institutions to keep your records up to date in real-time. No more outdated information, no more time wasted.
Automated Status Updates combined with easy Batch Reversals provides real-time updates on your transactions and allows you to reverse multiple posts with just a few clicks. And to truly streamline your daily operations, our Enhanced Reporting capabilities make payment reconciliation a breeze. Our configurable reports provide clear visibility into how much has been deposited into each trust account and what amounts must be transferred to different accounts. It’s time to take the guesswork out of payments reconciliation. Say goodbye to tedious manual reconciliation and hello to a more efficient, accurate, and stress-free process.
A Zen Approach to Plaintiff Attorneys
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.
ARM's Reach: A Focus on People and Processes
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!
Expo Tear-Down
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.
In-house Counsel in a Small Agency: It's Not an Expense, It's a Profit Center
1:30 PM - 2:30 PM
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.
[Members Only] Cultural Competency and Humility: Ethically Representing LGBTQ+
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.
Modernizing IT & Security with an SMB Budget
2:45 PM - 3:45 PM
For so many organizations, their information technology (IT) and information security (IS) systems stay the same. The adage, “If it isn’t broke…” is synonymous with IT spend. The reality is that IT & IS are constantly evolving. The technology adopted 5 years ago is archaic and costly compared to modern solutions. But to know this, you need someone focused on the tech market, you need a strategy and roadmap for adoption and you need visibility to those technologies that can save you money.
In this session we will workshop together helping attendees identify and secure existing key technologies that are ripe for modernization. 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.
- Align modernization with key compliance requirements like GLBA Safeguards an PCI 4.0
Everyone is welcomed to attend but this session is geared towards/focused on: Information Technology, Supervisor/Manager, C-Suite/Senior Management, Chief Compliance Officer.
Tech-nique Dating: Exploring Technology Innovation in the Collection Industry
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.
TikTok's War Against Debt Collectors: Assessing the Assault and How to Fight Back
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.
[Members Only] Flourishing in Law: Mastering Wellbeing, Ethics, and Resilience
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.
President's Closing Celebration (Tickets Required)
6:00 PM - 9:30 PM
This night celebrates in-coming President David Williams. The night will begin with a reception, followed by dinner, installation of officers, David’s vision for his year as president. Stay on as we close out with dueling pianos! RSVP is required. Tickets will be handed out at the registration desk to those who added this to their registrations.
Click each date to expand the agenda and see full details including session titles, session descriptions and speakers.
PDUs:
Attending the convention gives you 10 Professional Development Units towards ACA’s Designations.
CLEs:
Up to 7 CLE credits are available for the convention. ACA will apply for CLE credits for all states requested by attendees. Requests must be submitted by Friday, June 23, 2023. Please note that approval from each state is not guaranteed, and legal education sessions are for ACA members only.
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.
*For sessions noted with CLEs:
Up to 7 CLE (Continuing Legal Education) credits are available for the convention. ACA will apply for CLE credits for all states requested by attendees. Requests must be submitted by Friday, June 23, 2022. Please note that approval from each state is not guaranteed, and legal education sessions are for ACA members only.
Hotel
Hilton Chicago
ACA looks forward to welcoming you to the iconic Hilton Chicago. With it’s location on Michigan Avenue, this hotel is close to endless dining, shopping and entertainment in downtown.
Hilton Chicago Room Reservations
Hilton Chicago
720 South Michigan Avenue
Chicago, IL 60605
Rate Information
Room Rate Cut-Off: Now Extended to Friday, July 7, 2023
Room Rate: $239 Run of House plus state/local taxes
A limited number of rooms are blocked for ACA attendees; therefore, we cannot guarantee rooms will be available through the reservation deadline. Make your reservations early! To receive ACA’s group rate, be sure to book using the reservation link above. For those looking to extend their stay, group rate is also available three days pre- and post-event based on hotel availability at the time of booking. Credit card is required to hold your reservation. Room cancellations must be submitted directly to the hotel at least three (3) days prior to arrival or otherwise one night’s room, fees and taxes will be charged.
Check-In Time: 3:00 PM
Check-Out Time: 11:00 AM
Subject to change.
Beware of Unknown Housing Services
No third-party company or housing service is authorized to act on behalf of ACA International or the official event hotel(s) listed above. Be aware of potential fraud with third-party companies. Please use only the phone numbers and links provided above to reserve your room. Any companies claiming to represent ACA International, the ACA Convention or the above venues should not be trusted.
Important Travel & Ground Transportation Notes
Chicago Midway International Airport (MDW) is located 11.6 miles (20 minutes) from the Hilton Chicago. O’Hare International Airport (ORD) is 18.2 miles from the hotel or 25-45 minutes depending on traffic. In addition to car rental and taxi, ground transportation options to/from MDW and ORD include Lyft and Uber.
Sponsors
What better way to market to attendees and show your support of ACA Convention than by sponsoring an item or event function! All sponsors receive attendee contact lists as well as additional benefits specific to the selected sponsorship.

Provana
WIFI SPONSOR
Provana’s interaction management and compliance solutions are the first of their kind, providing effortless control over process-intensive operations. Our solutions include speech analytics, a compliance suite, omnichannel payments, legal tech, and business analytics, comprising a one stop digital transformation platform for small and medium enterprises. Learn more at www.provana.com.
901 Warrenville Rd Ste 525
Lisle, IL 60532-4301
(331) 229-8642

Uniphore
FRIDAY KEYNOTE SPONSOR
Conversations are happening all around us in different forms. But many conversations are not actually being heard. We’re working to fix that. We are evolving conversations with the trifecta of voice AI, computer vision, and tonal emotion. With Uniphore, no matter who you are, where you are in the world, or which language or dialect you speak, our Conversational Automation Platform can deliver the most sophisticated, accurate, personalized, and automated customer experiences on the planet.
1001 Page Mill Rd, Building 4, Ste 100-B
Palo Alto, CA 94304
(650) 352-5500

QBE
ATTENDEE WELCOME GIFT SPONSOR
As one of the largest Insurance carriers in the word, QBE focuses on commercial insurance for industries with complex and unique exposures, including E&O, commercial crime coverage and claims services. In partnership with CIA and AON, QBE’s Programs Unit has demonstrated a long-term commitment to our program through a significant investment of resources.
55 Water St Fl 20
New York, NY 10041-0037
(212) 805-9831

REPAY
ACPAC EVENT BAR SPONSOR
BillingTree is the proven payments technology company in the ARM space, offering a variety of payment channels to boost the customer experience. With the most robust payment technologies in the industry and fanatical customer support, BillingTree provides integrated payment platforms so you get paid more quickly and minimize complexity.
3 W Paces Ferry Rd NW Ste 200
Atlanta, GA 30305-1373
(404) 504-7472

TCN
LANYARDS SPONSOR
TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies. TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model. For more information, visit www.tcn.com or follow on Twitter @tcn.
162 N 400 E Ste B200
Saint George, UT 84770-7132
+1 (866) 745-1900

TransUnion
DIAMOND SPONSOR
TransUnion is a global information and insights company that makes trust possible between businesses and consumers, by ensuring that each consumer is reliably and safely represented in the marketplace.
555 W Adams St Fl 1
Chicago, IL 60661-3614
(312) 985-2400

TEC Services Group, Inc.
SIGNAGE SPONSOR
TEC Services Group is the leading technology and professional services firm in the credit collections industry for over 22 years. Our solutions provide companies the tools and services to increase collection rates, reduce overhead and improve compliance. Our unique solutions to managed services, data vendor automation and services for conversions, implementations, consulting etc. have set us apart from others in the industry. TEC Services Group is truly an apex partner for improved collections.
5926 Palmer Blvd
Sarasota, FL 34232-2842
(941) 375-0300

Bayview Solutions, LLC
SPONSOR OF:
WOMEN IN COLLECTIONS RECEPTION
YOUNG PROFESSIONALALS RECEPTION
TOUCHSCREEN KIOSK
Bayview Solutions, LLC. is a trusted name in the financial industry, with 15 years of experience buying and selling Accounts Receivable. We prioritize data privacy and security, holding Soc 2 certification, and strive for exceptional customer service to provide the best experience for our clients. We are proud ACA members and RMAI certified.
233 3rd St N Ste 201
Saint Petersburg, FL 33701-3818
727-729-9206

Connect International, LLC
ATTENDEE BAG SPONSOR
Connect is a Nearshore outsourcing company, operations are located in Central America. Experts in Commercial and Consumer Collections. Why outsource with us? Focus on core tasks, increase profits, maintain operational control, staffing flexibility, dedicated teams, bi-lingual agents, plus many other benefits.
667 Central Ave Ste 1
Highland Park, IL 60035-5620
(312) 399-8178

LexisNexis Risk Solutions
REGISTRATION SPONSOR
LexisNexis® Risk Solutions harnesses the power of data and advanced analytics to provide insights that help businesses and governmental entities reduce risk and improve decisions to benefit people around the globe. We provide data and technology solutions for a wide range of industries including financial services, collections and investigations.
1000 Alderman Dr
Alpharetta, GA 30005-4101
(317) 903-7105

EFT Network
MONEY BOOTH SPONSOR
EFT Network’s products and services are highly scalable and adaptable within all business environments via our secure state-of-the-art, web hosted software network. No matter what your business, EFT Network can custom tailor a payment solution to meet your specific needs so you can benefit from electronic payment technologies. We fully integrated and enhanced the functionality of our products and services to specifically meet the needs of the Merchants in different markets, Banks, Financial Institutions, Collection Agencies, Property Management Companies, Government Agencies, and Municipalities, and More.
245 Saw Mill River Rd Ste 105
Hawthorne, NY 10532-1527
(914) 747-3222

Quantrax Corporation, Inc.
AWARDS BREAKFAST SPONSOR
Quantrax Corporation, Inc. RMEx Suite is a modern intelligent collection software platform and is CFPB Reg F Ready. It is a complete collection platform with integrated compliance and controls. Whereby it monitors costs on an account-by-account basis. Quantrax’s is AI-ready. Chatbot, Email Series, SMS Texring, DirectDrop, & Web Portal are a part of our technology.
4300 Montgomery Ave Ste 105
Bethesda, MD 20814-4442
(301) 657-2084
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Factual Data
ICE CREAM BREAK SPONSOR
Factual Data provides account receivables departments with tools to improve efficiency and enhance recovery efforts. Our collection solutions consistently outperform competitors in head-to-head tests at collection agencies, skip specialists, return mail processors, and collection departments of major lenders.
250 E Broad St
Columbus, OH 43215-3708
(614) 222-5318

InterProse
THURSDAY LUNCH SPONSOR
ACPAC EVENT PIT SPONSOR
InterProse is the debt collection software company behind ACE, a modern, web-based, SaaS software with an open architecture for integrations, native client access & consumer applications, real-time backups, monthly updates & upgrades, and inherited compliance audits (SOC2, PCI, PENTEST), all hosted on AWS infrastructure for unrivaled stability and data security.
201 NE Park Plaza Dr Ste 222
Vancouver, WA 98684-5877
(360) 604-3531

CSS IMPACT!
TUMBLER SPONSOR
CSS offers tailored COTS Next-Gen Financial Ecosystem cloud platforms for public and private entities looking for a centralized financial solution that unifies consumer facing and back office systems & processes into a single omni-channel digital platform for credit, billing, invoicing, payments, receivables, collections, legal, revenue cycle management, and customer service engagement.
5950 Canoga Ave Ste 120
Woodland Hills, CA 91367-5035
(818) 593-4830

Finvi
LATTE STATION SPONSOR
Finvi provides accounts receivable management solutions that streamline workflow and accelerate revenue recovery. Through process automation and compliance-minded communication and payment tools, Finvi helps its clients generate more revenue at a reduced cost to collect.
1150 W Kilgore Ave
Muncie, IN 47305-1588
(765) 751-7000

Beam Software
NAME BADGE SPONSOR
DEBT BUYERS: What would it mean if you could: see an agency remittance before it was made, see agency payments & postdates in your system in real-time, or run liquidation reports to see projections weeks or months in advance? AGENCIES: How do you: ensure remote collection staff are working effectively, view agent desktops in real-time to audit activity, and whitelist IP addresses to protect unauthorized access to consumer data? With BEAM, it’s easy! Visit us today at beamsoftware.com.
4081 Lakewood Ranch Boulevard, Suite 100
Sarasota, FL 34240
(866) 620-3445

RevSpring, Inc.
THURSDAY BREAKFAST SPONSOR
Revspring’s comprehensive and compliant payment solutions enable organizations to streamline financial communications, reduce costs, mitigate risks, and improve collection outcomes. The purpose-built solutions take a holistic approach to the consumer’s financial journey by providing personalized print, online, phone, email and text communications and payment options.
38705 7 Mile Rd Ste 450
Livonia, MI 48152-3979
+1 (866) 310-8001

Payscout
NOTEPAD SPONSOR
ACPAC EVENT PIT SPONSOR
Payscout is modernizing payment processing in ARM with Agent- and Debtor-facing solutions for one-time and recurring payments via API, web portal, IVR, text, chat, and more. Payscout’s validated Level 1 PCI DSS Compliant platform features the industry’s only Convenience Fee solution that complies with FDCPA, State Law, and Card-Brand Rules.
5900 Sepulveda Blvd Ste 360
Sherman Oaks, CA 91411-2521
(888) 689-6088

Balch & Bingham LLP
MOBILE APP SPONSOR
Balch & Bingham is a corporate law firm recognized nationally for its genuine dedication to its clients, forward-thinking approach and ability to anticipate what is on the horizon. For the past century, the firm has earned the respect and loyalty of clients by providing counsel in highly regulated industries. Balch’s Consumer Finance Compliance and Litigation Practice includes attorneys who have counseled clients through sweeping regulatory changes and handled hundreds of indidivual lawsuits and class actions under a wide array of consumer laws with experience which includes serving as lead national counsel on multiple issues for debt buyers to guiding businesses through their first consumer finance dispute.
1901 6th Ave N Ste 1500
Birmingham, AL 35203-4642
(205) 251-8100

Nordis Technologies
ATTENDEE KNOW BEFORE YOU GO EMAIL SPONSOR
Nordis Technologies is a leader and innovator in providing technology solutions to solve customer communications management and payment challenges. With Nordis’ patented, cloud-based Expresso application and product suite, including ExpressoPay, businesses can quickly and efficiently create and manage critical print and digital communications and payments. Nordis offers an end-to-end solution with state-of-the-art document delivery systems for print, email and text, workflow management and digital transformation solutions for communications and payments.
4401 NW 124th Ave
Coral Springs, FL 33065-7636
(954) 323-5500

CDS Software
THURSDAY MORNING BREAK SPONSOR
CDS Software is an innovator in the accounts receivable management industry. Its flagship CollectOne is an award winning, single source debt collection solution. CDS Software’s clients span the globe ranging from start-up collection agencies to Fortune 100 companies and collect on a broad range of debt categories.
2225 1st St Ste 102
Simi Valley, CA 93065-1983
(805) 527-9977

Collectors Insurance Agency, Inc.
WELCOME RECEPTION CO-SPONSOR
Collectors Insurance Agency, a subsidiary of ACA International, is nationally licensed with tenured insurance, surety and licensing professionals that specialize in the complex needs unique to the collection industry. This expertise, combined with the dedication of our world-class partners, enables us to provide exceptional service to every valued member.
3200 Courthouse Ln
Eagan, MN 55121-1585
(612) 926-6547

CompuMail, Inc.
FRIDAY MORNING BREAK SPONSOR
CompuMail cultivates partnerships with our clients to ensure that they receive the best results, and highest level of data security, at the most competitive price. We offer multi-channel communication methods to meet the consumer’s needs, including digital communications (email/text). Our real-time portal access will meet your organization’s management and oversight needs across the Accounts Receivables, Healthcare, and Financial Services industries.
4057 Port Chicago Hwy Ste 300
Concord, CA 94520-1160
(360) 260-1888

Solutions by Text
TEXT MESSAGING SPONSOR
Solutions by Text (SBT) is the pioneer of FinText(™), empowering consumer finance companies to engage, interact and transact with their consumers in real time. SBT has provided compliance-first conversational messaging solutions since 2008 and is reimagining text and payments to create a seamless and optimized bill pay experience for companies.
5001 Spring Valley Rd Ste 1000E
Dallas, TX 75244-3951
(800) 979-1212

AXIS
WELCOME RECEPTION CO-SPONSOR
AXIS Capital, through its insurance subsidiaries, is a leading provider of specialty lines insurance and reinsurance globally. Coverage is backed by the financial strength and solid claims-paying ability of the AXIS insurance companies. AXIS is a proud partner of Collectors Insurance Agency providing Cyber liability insurance to the debt collection industry.
11680 Great Oaks Way Suite 500
Alpharetta, GA 30022
(678) 746-9400

Aon Risk Services Central, Inc.
WELCOME RECEPTION CO-SPONSOR
We are driven to empower economic and human possibility for clients, colleagues and communities around the world.We are a leading global professional services firm providing a broad range of risk, retirement and health solutions. Our 50,000 colleagues in 120 countries empower results for clients by using proprietary data and analytics to deliver insights that reduce volatility and improve performance.
5600 W 83rd St Ste 1100
Minneapolis, MN 55437-1062
(952) 807-0641

Hudson Cook, LLP
KEYNOTE GIVEAWAY SPONSOR
Hudson Cook advises clients on banking, financial services, and privacy law, emphasizing compliance with federal and state laws and government investigations and enforcement. We focus on helping clients mitigate risk and advance their business goals.
7037 Ridge Rd Ste 300
Hanover, MD 21076-2277
(410) 684-3200

Nutun (Pty) Ltd
DOODLE LOUNGE SPONSOR
At Nutun we create economic sustainability in the communities we serve by combining our unique technology, data and analytics competencies, to provide a range of digitally enabled business services, as a trusted partner to a global client base.
115 West Street
Johannesburg, Gauteng 2123
+27 011 560 6000
Exhibitors
ACA’s Annual Convention Expo is THE place to be in the accounts receivables management (ARM) industry. Convention attendees are highly respected industry professionals who partner with companies offering innovative products and services excelling the ARM industry. Exhibit space is booking quickly!
View the prospectus for available exhibit options.
Registered exhibitors, find show resources and details in the Exhibitor Service Center.
AARC-360
8000 Avalon Blvd Ste 100
Alpharetta, GA 30009-2469
(866) 576-4414
Website
Applied Innovation, Inc.
93 Eastmont Ave Ste 112
East Wenatchee, WA 98802-5305
(509) 886-3100
Website
Balto
911 Washington Ave. Ste. 722
Saint Louis, MO 63103
(855) 462-2586
Website
Bloodhound® Software
602 N 9th St
Manitowoc, WI 54220-3924
+1 (800) 236-6906
Website
Call Center Services International (CCSI)
5405 Morehouse Dr Ste 310
San Diego, CA 92121-4725
+1 (877) 399-3419
Website
CastleWise Insurance Group, LLC
841 Prudential Dr
Jacksonville, FL 32207-8874
(904) 717-1616
Website
CDS Software
2225 1st St Ste 102
Simi Valley, CA 93065-1983
(805) 527-9977
Website
Cogent by AgreeYa
605 Coolidge Dr
Folsom, CA 95630
(916) 351-2503
Website
Collaborationroom.ai
3813 212th Ave SE
Sammamish, WA 98075-6265
1-877-855-0802
Website
Collect! Debt Collection Software by Comtech Systems
15640 NE Fourth Plain Blvd Ste 106 # 803
Vancouver, WA 98682-5141
+1 (800) 661-6722
Website
CompuMail, Inc.
4057 Port Chicago Hwy Ste 300
Concord, CA 94520-1160
(360) 260-1888
Website
Comtronic Systems, LLC
110 E 2nd St
Cle Elum, WA 98922-1110
(509) 573-4300
Website
Cornerstone Support, LLC
9755 Dogwood Rd Ste 150
Roswell, GA 30075-7029
(770) 691-1168
Website
CSS IMPACT!
5950 Canoga Ave Ste 120
Woodland Hills, CA 91367-5035
(818) 593-4830
Website
DAKCS
529 25th St Ste 200
Ogden, UT 84401-2482
(800) 873-2527
Website
Debt$Net Collection Software
4110 Kitsap Way Ste 101
Bremerton, WA 98312-2480
(360) 697-3833
Website
DialConnection, LLC
309 Fellowship Rd
Mount Laurel, NJ 08054-1234
+1 (610) 639-1760
Website
EFT Network
245 Saw Mill River Rd Ste 105
Hawthorne, NY 10532-1527
(914) 747-3222
Website
Enformion
1915 21st St
Sacramento, CA 95811-6813
(855) 281-3915
Website
Epicenter Technologies
Salasar Business Park
Mumbai, 401101
+1 (855) 884-7592
Website
ExpertSource Global Services Private Ltd.
Deekay Tech Park, Unit – 102, Plot No C-99
Navi Mumbai , Maharashtra, 400705
(347) 899-4255
Website
ezPay365
7749 Tartan Fields Dr
Dublin, OH 43017-8772
(614) 738-4900
Website
Factual Data
250 E Broad St
Columbus, OH 43215-3708
(614) 222-5318
Website
Finvi
1150 W Kilgore Ave
Muncie, IN 47305-1588
(765) 751-7000
Website
Genesys
7601 Interactive Way
Indianapolis, IN 46278-2727
(877) 306-6063
Website
Hatteras Inc. FocusOne
13200 N Haggerty Rd
Plymouth, MI 48170-4285
+1 (248) 229-0527
Website
IDI
2650 N Military Trl Ste 300
Boca Raton, FL 33431-6345
866-584-2295
Website
Intelligent Contacts
5345 Towne Square Dr Ste 130
Plano, TX 75024-2455
972-784-5600
Website
InterProse
201 NE Park Plaza Dr Ste 222
Vancouver, WA 98684-5877
(360) 604-3531
Website
Journeyfront
826 East State Road
American Fork, Utah 84003
(801) 642-2297
Website
Lateral Technology Limited
20 Regent Street
Cheltenham, Gloucestershire, GL50 1HE
Website
LexisNexis Risk Solutions
1000 Alderman Dr
Alpharetta, GA 30005-4101
(317) 903-7105
Website
LiveVox, Inc.
655 Montgomery St Ste 1000
San Francisco, CA 94111-2629
(415) 671-6000
Website
LocateSmarter
1309 Technology Pkwy Suite 101
Cedar Falls, IA 50613-6976
(319) 234-6686
Website
Matrix Imaging Solutions LLC
6341 Inducon Dr E
Sanborn, NY 14132-9097
(716) 504-9700
Website
Nobelbiz
1507 Carey Ave Ste 4
Cheyenne, WY 82001-4484
(866) 776-6235
Website
Nordis Technologies
4401 NW 124th Ave
Coral Springs, FL 33065-7636
(954) 323-5500
Website
Number Sentry
3470 McClure Bridge Rd # 2231
Duluth, GA 30096-9998
(678) 915-2501
Website
Palinode
101 Westpark Dr Ste 100
Brentwood, TN 37027-5031
(615) 905-0141
Website
Pay N Seconds
240 Glenis Dr
Murfreesboro, TN 37129-5158
(615) 869-0191
Website
Payscout
5900 Sepulveda Blvd Ste 360
Sherman Oaks, CA 91411-2521
(888) 689-6088
Website
Peak Revenue Learning
PO Box 292414
Columbia, SC 29229-0041
(803) 521-0030
Website
Prodigal
655 Castro St Ste 2
Mountain View, CA 94041-2019
(650) 802-7795
Website
Provana
901 Warrenville Rd Ste 525
Lisle, IL 60532-4301
(331) 229-8642
Website
Quantrax Corporation, Inc.
4300 Montgomery Ave Ste 105
Bethesda, MD 20814-4442
(301) 657-2084
Website
Renkim Corporation
13333 Allen Rd
Southgate, MI 48195-2216
(734) 374-8300
Website
REPAY
3 West Paces Ferry Rd NW Suite 200
Atlanta, GA 30305
(404) 504-7472
Website
RevSpring, Inc.
38705 7 Mile Rd Ste 450
Livonia, MI 48152-3979
+1 (866) 310-8001
Website
Simplicated, Inc.
1501 Technology Pkwy Ste 400
Cedar Falls, IA 50613-6921
Website
Skit.ai
135 Madison Ave Fl 7
New York, NY 10016-6742
254-212-7212
Website
Solutions by Text
5001 Spring Valley Rd Ste 1000E
Dallas, TX 75244-3951
(800) 979-1212
Website
Spokeo
199 S Los Robles Ave
Pasadena, CA 91101-2452
626-396-9499
Website
TCN, Inc
162 N 400 E Ste B200
Saint George, UT 84770-7132
+1 (866) 745-1900
Website
TEC Services Group, Inc.
5926 Palmer Blvd
Sarasota, FL 34232-2842
(941) 375-0300
Website
Techno Brain BPO ITES Limited
2nd Flr Heritan House, Woodlands Rd, Hurlingham
Nairobi, 510-0100
254735541482
Website
The Intelitech Group
4800 NW Camas Meadows Dr Ste 220
Camas, WA 98607-7698
(360) 260-9780
Website
Tratta
406 W Washington St Ste 5-205
Brainerd, MN 56401-2987
(408) 427-4468
Website
Uniphore
1001 Page Mill Rd, Building 4, Ste 100-B
Palo Alto, CA 94304
(650) 352-5500
Website
VoApps DirectDrop Voicemail
5725 Buford Hwy NE Ste 210
Atlanta, GA 30340-1232
(855) 737-1596
Website
WebRecon LLC
2025 E Beltline Ave SE Ste 105
Grand Rapids, MI 49546-7673
(616) 682-5327
Website
Zenarate
3600 W Bayshore Rd
Palo Alto, CA 94303-4239
(970) 214-7072
Website
Attendee Early-Bird Pricing (Rates go up by $200 after June 14, 2023) $1,265 Members How to Get the Group Discount (Rates go up by $200 after June 14, 2023) Exhibitor Early-Bird Pricing (Rates go up by $200 after June 14, 2023) Additional exhibit staff rates: ACPAC Event: Flight Club Darts Meal Tickets for Non-Industry Guests Full registrations include: Flight Club Darts, Pre-Convention Workshops and Spouse/Guest Tickets are not included and can be purchased. Spouse/Guest tickets are for non-industry guests only. Tickets are required for: Only those with official convention badges will be allowed into ACA functions. Guests entering will need to show meal tickets. Council of Delegates Reception First Timers & New Member Reception Young Professionals Reception Women in Collections Reception By registering for and/or attending an ACA International (“ACA”) event in any capacity, you acknowledge that you have read, understand and agree to ACA’s policies listed on this page and included on its website, located at www.acainternational.org including, without limitation, ACA’s Terms of Use Agreement, ACA’s Privacy Policy, ACA’s Copyright Policy and Reprint Requests, ACA’s Logo Use Policy, and ACA’s Antitrust and Anti-Harassment Policies. Additionally, you are authorizing ACA to use your image in any promotional or informational material produced by or on behalf of ACA. This includes, without limitation, video, audio and photographs which may be distributed in ACA Daily, on the ACA website, event recap videos, future event promotions, photo libraries, social media, and email. If you decide to cancel after registration, a full refund minus a $75 processing fee will be provided for cancellations received by ACA in writing no later than Wednesday, June 21, 2023. No refunds will be granted for cancellations received by ACA on or after June 22, 2023. Registrations may not be transferred to another individual unless approved by ACA. No refunds will be given for no-shows. ACA reserves the right to cancel any meeting. By registering for and/or attending this event, you hereby acknowledge and agree that ACA International, Inc. (“ACA”) is not responsible for any injury, claim, liability or other cause of action of any kind based upon or resulting from your participation in this event. You assume all risk and accept sole responsibility for any injury (including, but not limited to, personal injury, disability, and death), illness, damage, loss, claim, liability, or expense, of any kind (“Claims”), that you may experience or incur in connection with attending this event. You hereby release, covenant not to sue, discharge, and hold harmless ACA and its officers, directors, managers, employees, agents, affiliates, shareholders, members, successors, and assigns (collectively, the “Released Parties”), of and from any such Claims, including all liabilities, claims, actions, damages, costs, or expenses of any kind arising out of or relating thereto. Specifically related to the COVID-19 pandemic, you (a) acknowledge the contagious nature of COVID-19 and voluntarily assume the risk that you may be exposed to or infected by COVID-19 and that such exposure or infection may result in personal injury, illness, permanent disability, and death, (b) voluntarily agree to assume all of the foregoing risks and accept sole responsibility for any Claims that you may experience or incur, and (c) hereby release, covenant not to sue, discharge, and hold harmless the Released Parties from Claims of any kind arising out of or relating thereto. In addition to all other policies relating to your attendance at an ACA event, you agree to comply with all COVID-19-related safety procedures that may be implemented by ACA or the Hilton Chicago (“Hotel”), or that may be required by law or recommended by public health agency, in order to protect as much as possible, the health and safety of all event attendees. ACA holds its members to the highest standards of professional conduct. These standards apply equally to all event participants. ACA expects event participants in any capacity to act responsibly and ethically when interacting with others at events. Please take a moment to review ACA’s Antitrust and Anti-Harassment Policies. If you have questions or concerns about possible non-compliance at an event, please inform a member of ACA’s staff. ACA may provide personal registrant information, including the names, addresses, phone numbers and/or e-mail addresses of attendees and their guests, to Hotel and ACA may receive personal guest reservation details from Hotel for the limited purposes of event-related meeting planning and contract fulfilment. Your registration information will be shared with exhibitors and sponsors of the event as noted when you register. ACA may also contact you regarding your event participation or Hotel stay based on registration and reservation information received. You agree to receive communications from ACA, which may include marketing and promotional emails regarding ACA’s products and services. You can change your preferences at any time. ACA’s full privacy policy can be found here. Network, learn, share, improve business operations – there are endless reasons for attending the ACA convention but how do you put it into words? We’ve created a letter to help you make a proposal to your boss to let you attend the ACA convention. Check out this template letter you can use! Example 1: Example 2: Right click on the images below and save to your desktop, or touch and save on your phone. Updated March 10, 2023 A safe and comfortable experience at ACA International’s (“ACA”) 2023 Annual Convention & Expo (“Event”) is a top priority for ACA as we plan for your arrival in Chicago. The venue we are using is the Hilton Chicago (“Hotel”). We have prepared these COVID-19 Safety Protocols with the health, safety and enjoyment of attendees in mind. These safety protocols are based on local, state and federal recommendations and mandates. However, given the evolving nature of the pandemic and changing local, state and national guidelines and requirements, safety protocols will naturally be fluid. ACA reserves the right to modify or update these safety protocols at any time so that they are appropriately tailored to the state of the COVID-19 pandemic, its attendant health and safety risks, and national, state, and local requirements and guidelines, during the dates of the event. Please check back periodically so you are aware of the safety protocols you will be expected to follow while attending the event. By registering for and/or attending the Event, you and anyone travelling with you agree to follow the safety protocols set in place by ACA, the Hotel, the City of Chicago, State of Illinois and the CDC, including those stated herein and onsite at the event. ACA and Hotel reserve the right to ask any attendee or guest to leave the event and/or Hotel premises at any time in the event of a suspected COVID-19 infection, exposure or symptoms. ONSITE Masks Self-Screening and Personal Accountability Commitment Attendees’ commitment to act responsibly with respect to their own health and the health of others at the Event will be critical to the success of the Event. In that regard, ACA expects all attendees and their guests to conduct daily self-screenings and to self-monitor for COVID-19 symptoms. Please review the CDC list of symptoms and CDC Quarantine & Isolation protocols before attending the Event. If you are experiencing COVID-19 symptoms or test positive for COVID-19, or are exposed to someone who has COVID-19 symptoms or tested positive for COVID-19, during the Event, we ask that you please promptly notify an ACA staff member and excuse yourself from event activities. You may want to reference the CDC Coronavirus Self Checker at that time to obtain the CDC’s guidelines on staying away from others, testing and medical attention. ACA and Venues staff will work with you to determine whether and when it may be appropriate for you to return to event activities.
$2,300 Non-Exhibiting Affiliate Member
$2,600 Nonmembers
Send 2 to 3 attendees, pay $1,095 per person.
Send 4 or more attendees, pay $835 per person.
All must be from the same company and register in the same transaction for discounted rates to apply. Group discounts apply only to those with “Company” memberships.
One complimentary registration is included in the price of each 10′ x 10′ booth your company purchased.
$770 Members
$1,120 Nonmembers
$225 Per Person
$70 for each breakfast
$90 for each lunch
$85 for Welcome Reception
$190 for President’s Closing Celebration
Legal Education sessions are for ACA members only. Nonmembers will be noted with a different color name badge.
This is an invitation-only event. Those on ACA’s Board of Directors and Council of Delegates are invited to attend.
Yes, you may attend! While this reception is created for first time attendees and new ACA members, all attendees are welcome to attend and share their convention experiences.
Yes, you may attend! This reception is a great way to connect with the ACA’s emerging leaders and members!
Yes, you may attend! This reception is created to help women in the industry connect and build community. All allies are welcome to attend! Registration and Cancellation
Assumption of Risk and Waiver of Liability
Antitrust and Anti-Harassment Policy
Reservation Information-Sharing
Visit the Hotel website for their full privacy policy. Twitter, LinkedIn, Facebook & Email Signatures – Sample Posts
Join me at ACA’s Annual Convention on July 26-28 in Chicago! I am looking forward to seeing my fellow colleagues and meeting new people. I can’t wait to be there and I hope you’ll join me! Learn more and register online at https://www.acainternational.org/convention-2023.
#ACAConv23 #acaintl
ACA’s Convention is coming up on July 26-28 in Chicago, and I look forward to seeing you there! Learn more and register online at https://www.acainternational.org/convention-2023. #ACAConv23 #acaintlGraphics