Helping Members Succeed
ACA’s Annual Convention will bring you together with your peers to share best practices, together with experts in over 35 education sessions and together in an innovation hall full of solutions providers. Join us this year in beautiful San Diego as we talk about emerging trends, challenges we are facing and strategies for ensuring a strong future for the industry.
Keynote Speakers
Carey Lohrenz
Main Stage: "Fearless Leadership"
As the first female F-14 Fighter Pilot in the U.S.Navy, Carey Lohrenz knows what it takes to win in one of the highest pressure, extreme environments imaginable. In 1994, when Carey “Vixen” Lohrenz was deployed to the USS Abraham Lincoln, there were fewer than 5 female aviators on a ship of 5000 male crew members. Facing uncharted waters in an intensely male-dominated environment, Lohrenz learned vital lessons in leadership that followed her into the corporate world. The most successful leaders share a common foundation of principles used from the flight deck to the front office. The greatest leaders from all corners of the world know how to inspire, use good judgment, take initiative and make powerful decisions – with integrity.
This highly popular leadership program will challenge, inform, and inspire your team to move to higher levels of performance in these difficult economic times. Lohrenz offers bottom-line expertise with clear, realistic takeaway items for audiences that can produce both short-term and life changing results.
Sponsored by: LucentPay
Will Bowen
Main Stage: "Complaint Free World"
Consumer complaints are at the top of your mind when you think about our industry. Will Bowen joins the main stage after Breakfast and Awards, and will take you aside to think about the other complaints in your life. Executives, employees and staff deal with hundreds of complaints on a daily basis from both customers and coworkers. In this fast-paced and funny presentation you’ll learn:
What’s wrong with complaining? (Complaining is destructive effects on health, happiness, relationships, and career)
What is (and isn’t) a complaint?
The 5 reasons people complain (as remembered by the acronym G.R.I.P.E.)
How to get other people (and ourselves) to stop complaining
Positive leadership in a negative world
You’ll leave inspired, mindful of your own complaints, and motivated to approach complainers with new, simple and effective strategies.
Breakfast service will only be 7:30 – 8:10 a.m. followed by Awards at 8:10 a.m. and our Main Stage keynote at 8:30 a.m.
ACA Advocacy Team
Main Stage: "The Beltway and Beyond: ACA Strategies for Success"
The ACA Advocacy team will discuss and answer questions about legislative, regulatory and litigation activities at both the state and federal levels during this critical time for shaping policies impacting the debt collection industry. Discussions will include the CFPB’s first-ever FDCPA rulemaking, TCPA and Call Blocking and labeling related advocacy efforts, state legislative trends and other pressing issues at the state and federal level. Hear more about the Industry Advancement Program, industry research, and communication efforts that play a critical role in advocacy. As the industry faces threats and opportunities impacting your ability to operate from lawmakers and regulators throughout the country, learn about how you can contribute to, and participate in, ACA’s Advocacy efforts.
Panelists:
- Josh Adams, Director of Research
- Rae Ann Bevington, Vice President of Congressional and Political Affairs
- Kim Coghill, Vice President of Communications
- Leah Dempsey, Vice President and Senior Counsel of Federal Advocacy
- Andrew Madden, Vice President of Government & State Affairs
- Karen Scheibe-Eliason, Vice President and Senior Counsel
(Add On Seminar) Healthcare Collection Management
This seminar will provide the skills to effectively coach and manage your employees to achieve successful business results while creating and maintaining a positive work environment. Topics include giving everyday feedback and annual/mid-year/monthly performance reviews, discipline and corrective action. Attending qualifies toward earning a Healthcare Collection Management (HCM) ACA designations.Session Details
(Add On Seminar) Managing the Collection Floor
This interactive forum gives attendees the chance to hear what other agencies are doing to improve collection floor operations. Topics to include characteristics of an exceptional collection floor leaders, equipping the floor, call monitoring, monthly production measurements, collector productivity, dialer management & statistics, inventory management, portfolio segmentation, managing client expectations and preparing for on-site client visit or audit. Attending qualifies toward earning a Professional Collection Manager (PCM) ACA designation.Session Details
(Add On Seminar) Using Root Cause Analysis to Find Solutions
Your Certified Instructors will use root cause analysis lessons to teach participants how to reduce mistakes, save time and improve daily operations. Participants will learn how to identify the true problem and craft a solution that will not only fix processes and procedures in the short term, but also provide lasting quality improvement for businesses. By attending this seminar, you will learn to effectively apply root cause analysis by: • Avoiding shifting the problem to another person, area or process; • Preventing the problem from reoccurring; and • Implementing long term corrective actions and continuous improvement. This is your opportunity to develop an in-depth understanding of problem-solving and thinking outside of the box when a problem arises. Attending qualifies toward earning a Credit and Collection Compliance Attorney (CCCA) ACA designation.Session Details
A Magical Shield in the Forest of Dread - How to Qualify for a Bona Fide Error Defense
With FCRA cases outpacing filings under other consumer statutes, this session discusses recent CFPB actions, court decisions, and the most pressing compliance issues to explain how furnishers can comply with their duties under the FCRA and defend themselves when they end up in the crosshairs.Session Details
Agent Engagement and Gamification in the Modern Call Center
Gamification is a critical component in the contact center technology ecosystem for improving agent satisfaction, productivity, compliance, and performance, and reducing employee turnover. This session shares approaches for aligning this technology with business intelligence to achieve dynamic results.Session Details
Artificial Intelligence and Machine Learning: Effective Technology for your Business
The panel of distinguished experts will discuss how machine learning and artificial intelligence is currently deployed in the collection industry, how to embrace it, how to use it, and how to implement it into your business processes. They will also touch on the next wave of developing technologies in the ARM industry.Session Details
Class Representative Deposition – A Unique Perspective
Watch it with your own eyes and hear it with your own ears. This session will dissect an actual videotaped deposition of a proffered class representative in an actual FDCPA case. Many of your suspicions when it comes to what’s truly going on behind the scenes in “consumer lawsuits” will be borne out. You won’t be disappointed.Session Details
Compassionate Phone Skills for the Today's Agent
This training is focused on compassionate phone skill-sets for the 2018 agent. Due to recent changes in our industry such as the TCPA, the CFPB, local legislative issues in healthcare collections, and our own industry's desire to create a new image, this training is intended for the agents in need of compassion techniques when working with the 2018 consumer. The training benefits all call center environments be reducing complaints and increasing morale among the agent.Session Details
Developing Young Business Leaders
Young business leaders are essential to the future of your business and our industry. Attend this session to learn how to identify and groom new leaders for your organization, create a management training program and provide support for continuing engagement and success.Session Details
Don't Take the Bait!
This interactive session will focus on collection baiting and identifying when the potential practice of consumer and consumer attorney collector baiting is occurring. How to prevent it, what to do when it is believed to be happening and how you can ensure your staff is trained to protect all parties involved.Session Details
Equifax - Path to Transformation
Equifax security leaders discuss strategy and lessons learned forged via security transformation in a post-breach world. Insights into what we have learned and takeaways that you can leverage in your own organization. Dr. Michael Owens and Mr. Montez FitzpatrickSession Details
Getting the Most Value from Call Evaluations
Call monitoring, scoring, and feedback has become widely-used tool in the collection industry to test for compliant practices and for the effective use of basic and best collection practices. Whether you are using speech analytics to guide your call monitoring or pulling calls as the spirit moves you, your approach to evaluating calls will make the time spent either a waste of time or a value add that your company can’t do without. In this session, we will discuss constructing effective call evaluation forms, creating rubrics for call scoring, conducting meaningful calibration sessions, and more!Session Details
Growing Your Agency- Sales & Marketing for the Small and Medium Sized Office
It has been said relative to sales, “It is the lead you are working on, the client you are servicing and the client you just lost”. Sales is a process, and firms of all sizes need to keep feeding the machine to survive. This session reviews of the dynamics that exist in healthy growth-oriented operations.Session Details
How to Fight Back Against Credit Repair Agencies
In this session you will get to hear about one ACA Unit's grassroot advocacy case study an learn about their successes and challenges within the fight.Session Details
It's a FinTech World After All: Consumer Communications in a FinTech World
No one uses landlines anymore. Millennials only communicate by text. Or maybe you don’t like to text – your thing is email. And you definitely never answer the phone if you don’t recognize the caller. And maybe your phone doesn’t even ring, yet a message appears. As people change their behaviors and preferences, how does an agency effectively and efficiently communicate—and remain compliant? Should you abandon “old-fashioned” communications techniques? This session will discuss best practices and compliance strategies for communicating with consumers in today’s modern era.Session Details
Jump Start Your Text and Email Program - The Law, The Reg, The Solutions
Texts are calls, emails are writings and confusion abound. This session covers steps to moving your snail mail to electronic delivery including understanding how regulations impact your digital communications program, learning about the types of technology opportunities available and launching a new program.Session Details
Landmark Debt Collection Policymaking in Washington, D.C. a panel discussion about the CFPB rule, the latest on TCPA, and Call Blocking and Labeling
At a critical time for the future of the debt collection industry, panelists will provide insights on what may happen with the CFPB final rule, predictions about FCC TCPA related actions, and prospects for robocall legislation in Congress.Session Details
Legal Track: Collections and Bankruptcy - The B-Word Doesn't Have to Mean “Bust”
An interactive discussion on bankruptcy claims, cases, litigation, and federal practice. This includes discussion of claims objections, stay violations, remediation, and damages when creditor/collector is just "too busy" to address the alleged violation or focus on the bankruptcy filing.Session Details
Legal Track: Don't Furnish a Plaintiff's Verdict: The Data Furnisher's Duties and Defenses Under the FCRA
including third parties (not lawyers) with CRO or other roles – litigation risks and administrative burdens – which to carry and how to do it efficientlySession Details
Legal Track: Ethics and the Collection Use, and Disclosure of Data – Direction is More Important Than Speed on the Information Highway
In this exciting legal session, industry experts will discuss some of the pressing ethical issues for counsels and compliance officers in knowing where an enterprise’s data is coming from and where and how it is being used and disclosed.Session Details
Legal Track: Industry Defense Roundtable (75 minutes)
This roundtable is an in-depth discussion of pressing legal theories being advanced by the consumer bar and will overview, debate, and respond to questions regarding important cutting-edge topics currently swirling around collection practices. Don't miss this lively and interactive session.Session Details
Legal Track: Technology and the Law: Agentless Collections, A.I. for Inbound and the FCC's New Reassigned Number Data Base
Agentless Collections, A.I. for inbound communications, mobile apps and website platforms are being used with increasing frequency. Learn how these technologies work in practice, the laws and cases guiding their development and usage, and how the industry is solving compliance challenges through technology.Session Details
Legal Track: The “Secret Sauce” to Beating ‘Em at Their Own Game
Veteran lawyers will share strategies how to deliver a blow to the other side by resourcefully using local rules of courts and the Federal Rules of Civil Procedure. The panel will also provide tips to reduce risk of class action exposure and to defeat class certification.Session Details
Legal Track: The Wheels on the Bus Go Round and Round - (75 minutes)
What changes you need to make to your CMS to avoid a flat tire?Session Details
Looking Back As We Go Fourward – Four Compliance Challenges We Cannot Ignore
As the industry runs toward big data analytics, new forms of consumer communication and the use of artificial intelligence to reduce personnel and increase consumer satisfaction it’s time to look back. Solutions such as text messaging, emails and bots are not miracle cures for compliance challenges never mastered. During this session our panel of legal experts will work with attendees on four of the most pressing and challenging compliance topics plaguing the industry today.Session Details
Main Stage: Awards Breakfast & "Complaint Free World" with Will Bowen
At the annual awards breakfast, many of the association’s outstanding members will be recognized for selflessly devoting their time and skills to advance the accounts receivable management industry. Receiving an ACA honor symbolizes a member’s commitment to the association and the industry. Join us in this celebration of member success, where awards such as the ACA Member of the Year and James K. Erickson Continuous Service will be given as well as education honors, advocacy and unit awards.
Keynote: Complaint Free World
Consumer complaints are at the top of your mind when you think about our industry. Will Bowen joins the main stage after Breakfast and Awards, and will take you aside to think about the other complaints in your life. Executives, employees and staff deal with hundreds of complaints on a daily basis from both customers and coworkers. In this fast-paced and funny presentation you’ll learn:
-
What’s wrong with complaining? (Complaining is destructive effects on health, happiness, relationships, and career)
-
What is (and isn’t) a complaint?
-
The 5 reasons people complain (as remembered by the acronym G.R.I.P.E.)
-
How to get other people (and ourselves) to stop complaining
-
Positive leadership in a negative world
-
You’ll leave inspired, mindful of your own complaints, and motivated to approach complainers with new, simple and effective strategies.
Breakfast service will only be 7:30 – 8:10 a.m. followed by Awards at 8:10 a.m. and our Main Stage keynote at 8:30 a.m.
Awards Breakfast Sponsored by
Session Details
Main Stage: Fearless Leadership with Keynote Carey Lohrenz
As the first female F-14 Fighter Pilot in the U.S.Navy, Carey Lohrenz knows what it takes to win in one of the highest pressure, extreme environments imaginable. In 1994, when Carey “Vixen” Lohrenz was deployed to the USS Abraham Lincoln, there were fewer than 5 female aviators on a ship of 5000 male crew members. Facing uncharted waters in an intensely male-dominated environment, Lohrenz learned vital lessons in leadership that followed her into the corporate world. The most successful leaders share a common foundation of principles used from the flight deck to the front office. The greatest leaders from all corners of the world know how to inspire, use good judgment, take initiative and make powerful decisions – with integrity.
This highly popular leadership program will challenge, inform, and inspire your team to move to higher levels of performance in these difficult economic times. Lohrenz offers bottom-line expertise with clear, realistic takeaway items for audiences that can produce both short-term and life changing results.
Sponsored by
Session Details
Main Stage: The Beltway and Beyond: ACA Strategies for Success
The ACA Advocacy team will discuss and answer questions about legislative, regulatory and litigation activities at both the state and federal levels during this critical time for shaping policies impacting the debt collection industry. Discussions will include the CFPB’s first-ever FDCPA rulemaking, TCPA and Call Blocking and labeling related advocacy efforts, state legislative trends and other pressing issues at the state and federal level. Hear more about the Industry Advancement Program, industry research, and communication efforts that play a critical role in advocacy. As the industry faces threats and opportunities impacting your ability to operate from lawmakers and regulators throughout the country, learn about how you can contribute to, and participate in, ACA’s Advocacy efforts.Session Details
Managing Your Brand – How to Handle Complaints & Reviews
Are there reviews online about your company? You may be clear about your company culture but the rest of the world may view it differently based on one bad online review. This session will cover steps to managing and responding to indirect complaints and reviews.Session Details
One Industry - Many Perspectives
In this joint session with ACA International, respective organizations will provide updates on their recent industry efforts.Session Details
Q&A with FTC's Director of Bureau of Consumer Protection
In this Q&A session, the FTC’s Director of Bureau of Consumer Protection Andrew Smith, will share updates on the future of consumer protection and consumer financial services law, unfair and deceptive acts and practices, privacy and data security, and more.Session Details
Real World Strategies to Manage & Lessen Legal Risks in Collections
Panelists in this session will explore the positive outcomes from court cases and share real world strategies you can immediately implement to avoid future litigation. These enhanced collection techniques will help you provide value to your creditor clients in a profitable and compliant manner.Session Details
The Emerging Technology of "CYBERTRACKING" - The Eye in the Sky is Always Watching
The technology, legalities and knowledge required to cybertrack consumers has continued to evolve and your agency’s tracing techniques must evolve with them. Learn how the waterfall technique utilized by professional tracers can help you optimize results while keeping costs at a minimum.Session Details
The New Era of Win-Win Calling
New win-win analytics-based technologies offer relief to the decreasing ratio of calls resulting in contact. Learn how you can use them to elevate it to the level of an efficient, helpful service that recipients perceive differently and respond to positively.Session Details
To Charge or Not to Charge: The Convenience Fee Conundrum
Do you mitigate your payment processing fees by passing along the cost to the consumer? Is that process permitted in the states where you do business? How do federal regulators view this culture? Success stories and answers to these questions will be reviewed in this engaging session.Session Details
Utilizing Technology to Help your Team be at Their Natural Best
The application of new technology can be daunting. How do we select the best solution for our business and how do we match it with the employees that will use it? This session explores how to apply technology to help your greatest asset, your people, be more productive, fulfilled and creative.Session Details
What the HIPPA?
This session was originally created for the healthcare provider for their annual HIPAA required training. It goes over reminders and some topics that not everyone grasps about HIPAA such as HIPAA and email, how it relates to Workers Compensation, consequences of violations including total civil penalties to date and most common violations.Session Details
Women in Leadership
A panel of women in various leadership roles sharing their experiences overcoming gender stereotypes, finding their leadership style, lessons they have learned throughout their careers, tips for networking and mentoring other women.Session Details
You've Made a Battlefield Promotion, Now What?
Battlefield promotions sometimes feel necessary. Are they always our best choice? If you do a battlefield promotion, it will require significant effort from you to manage the impact on the team and to ensure support for the new role.Session Details
Your Prescription for Medical Debt Credit Reporting and Collection
This session covers the recent industry-significant rule of law the Seventh Circuit Court of Appeals created for debt collectors to follow when reporting medical debt. Insights will be shared about an emerging trend in consumer claims against agencies collecting debt for non-profit medical facilities, new pending rules and legislation impacting medical debt credit reporting and collection.Session Details
(Add On Seminar) Healthcare Collection Management
1:00 PM - 4:00 PM Session Details
This seminar will provide the skills to effectively coach and manage your employees to achieve successful business results while creating and maintaining a positive work environment. Topics include giving everyday feedback and annual/mid-year/monthly performance reviews, discipline and corrective action. Attending qualifies toward earning a Healthcare Collection Management (HCM) ACA designations.Council of Delegates Reception (Invitation Only)
5:00 PM - 6:00 PM Session Details
Exhibitor Set-Up
7:00 AM - 3:00 PM Session Details
Registration Open
7:00 AM - 7:00 PM Session Details
Council of Delegates Breakfast & Meeting
7:30 AM - 10:00 AM Session Details
(Add On Seminar) Managing the Collection Floor
9:00 AM - 12:00 PM Session Details
This interactive forum gives attendees the chance to hear what other agencies are doing to improve collection floor operations. Topics to include characteristics of an exceptional collection floor leaders, equipping the floor, call monitoring, monthly production measurements, collector productivity, dialer management & statistics, inventory management, portfolio segmentation, managing client expectations and preparing for on-site client visit or audit. Attending qualifies toward earning a Professional Collection Manager (PCM) ACA designation.Unit Leaders Forum
12:00 PM - 1:00 PM Session Details
Join fellow unit leaders for lunch while sharing experiences and participating in deep discussion on best practices, motivated to strengthen unit operations.
(Add On Seminar) Using Root Cause Analysis to Find Solutions
1:00 PM - 2:30 PM Session Details
Your Certified Instructors will use root cause analysis lessons to teach participants how to reduce mistakes, save time and improve daily operations. Participants will learn how to identify the true problem and craft a solution that will not only fix processes and procedures in the short term, but also provide lasting quality improvement for businesses. By attending this seminar, you will learn to effectively apply root cause analysis by: • Avoiding shifting the problem to another person, area or process; • Preventing the problem from reoccurring; and • Implementing long term corrective actions and continuous improvement. This is your opportunity to develop an in-depth understanding of problem-solving and thinking outside of the box when a problem arises. Attending qualifies toward earning a Credit and Collection Compliance Attorney (CCCA) ACA designation.Unit Leaders: New Leader Training (Invitation Only)
1:00 PM - 3:00 PM Session Details
This overview is for leaders who have taken new positions within the units. Learn from ACA staff and other unit peers on how to best manage your new role!VIP Reception for First Time Attendees
2:00 PM - 3:00 PM Session Details
No pressure! This VIP meet and greet allows first-time attendees to network and exchange business cards with other ACA convention first-timers, board members, ACA staff and past presidents before the convention officially kicks off. Stop in and let these leaders help you make the most of your convention experience.Sponsorship is available for this event.
Main Stage: Fearless Leadership with Keynote Carey Lohrenz
3:30 PM - 5:00 PM Session Details
As the first female F-14 Fighter Pilot in the U.S.Navy, Carey Lohrenz knows what it takes to win in one of the highest pressure, extreme environments imaginable. In 1994, when Carey “Vixen” Lohrenz was deployed to the USS Abraham Lincoln, there were fewer than 5 female aviators on a ship of 5000 male crew members. Facing uncharted waters in an intensely male-dominated environment, Lohrenz learned vital lessons in leadership that followed her into the corporate world. The most successful leaders share a common foundation of principles used from the flight deck to the front office. The greatest leaders from all corners of the world know how to inspire, use good judgment, take initiative and make powerful decisions – with integrity.
This highly popular leadership program will challenge, inform, and inspire your team to move to higher levels of performance in these difficult economic times. Lohrenz offers bottom-line expertise with clear, realistic takeaway items for audiences that can produce both short-term and life changing results.
Sponsored by
Welcome Reception
5:00 PM - 7:00 PM Session Details
This official opening of the expo hall is a do-not-miss event! See the latest in technology, solutions and services to help you better serve your clients, employees and consumers. It wouldn’t be amazing unless we added a host bar and hors d’oeuvres to start off your night with friends and colleagues.
Sponsored by
Dinner With Strangers
7:15 PM - 9:30 PM Session Details
Back by popular demand! Sign up to dine with 6-8 other attendees at the Dinner with Strangers! You won’t know which San Diego hot spot you’ll be eating at (or which members you’ll be dining with) until 15 minutes prior to dinner time. Join the fun and suspense and sign up today— space is limited. No additional registration fee required— you pay for your own transportation, dinner and drinks.
Registration Open
7:00 AM - 4:45 PM Session Details
Expo Hall Open
7:00 AM - 3:45 PM Session Details
Breakfast in Expo Hall
7:00 AM - 7:45 AM Session Details
Sponsored by
Legal Track: Technology and the Law: Agentless Collections, A.I. for Inbound and the FCC's New Reassigned Number Data Base
8:00 AM - 9:00 AM Session Details
Agentless Collections, A.I. for inbound communications, mobile apps and website platforms are being used with increasing frequency. Learn how these technologies work in practice, the laws and cases guiding their development and usage, and how the industry is solving compliance challenges through technology.Agent Engagement and Gamification in the Modern Call Center
8:00 AM - 9:00 AM Session Details
Gamification is a critical component in the contact center technology ecosystem for improving agent satisfaction, productivity, compliance, and performance, and reducing employee turnover. This session shares approaches for aligning this technology with business intelligence to achieve dynamic results.The Emerging Technology of "CYBERTRACKING" - The Eye in the Sky is Always Watching
8:00 AM - 9:00 AM Session Details
The technology, legalities and knowledge required to cybertrack consumers has continued to evolve and your agency’s tracing techniques must evolve with them. Learn how the waterfall technique utilized by professional tracers can help you optimize results while keeping costs at a minimum.Real World Strategies to Manage & Lessen Legal Risks in Collections
8:00 AM - 9:00 AM Session Details
Panelists in this session will explore the positive outcomes from court cases and share real world strategies you can immediately implement to avoid future litigation. These enhanced collection techniques will help you provide value to your creditor clients in a profitable and compliant manner.Q&A with FTC's Director of Bureau of Consumer Protection
8:00 AM - 9:00 AM Session Details
In this Q&A session, the FTC’s Director of Bureau of Consumer Protection Andrew Smith, will share updates on the future of consumer protection and consumer financial services law, unfair and deceptive acts and practices, privacy and data security, and more.Legal Track: The “Secret Sauce” to Beating ‘Em at Their Own Game
9:15 AM - 10:15 AM Session Details
Veteran lawyers will share strategies how to deliver a blow to the other side by resourcefully using local rules of courts and the Federal Rules of Civil Procedure. The panel will also provide tips to reduce risk of class action exposure and to defeat class certification.Artificial Intelligence and Machine Learning: Effective Technology for your Business
9:15 AM - 10:15 AM Session Details
The panel of distinguished experts will discuss how machine learning and artificial intelligence is currently deployed in the collection industry, how to embrace it, how to use it, and how to implement it into your business processes. They will also touch on the next wave of developing technologies in the ARM industry.Landmark Debt Collection Policymaking in Washington, D.C. a panel discussion about the CFPB rule, the latest on TCPA, and Call Blocking and Labeling
9:15 AM - 10:15 AM Session Details
At a critical time for the future of the debt collection industry, panelists will provide insights on what may happen with the CFPB final rule, predictions about FCC TCPA related actions, and prospects for robocall legislation in Congress.You've Made a Battlefield Promotion, Now What?
9:15 AM - 10:15 AM Session Details
Battlefield promotions sometimes feel necessary. Are they always our best choice? If you do a battlefield promotion, it will require significant effort from you to manage the impact on the team and to ensure support for the new role.How to Fight Back Against Credit Repair Agencies
9:15 AM - 10:15 AM Session Details
In this session you will get to hear about one ACA Unit's grassroot advocacy case study an learn about their successes and challenges within the fight.Morning Break in Expo Hall
10:15 AM - 11:00 AM Session Details
Sponsored by
Legal Track: Collections and Bankruptcy - The B-Word Doesn't Have to Mean “Bust”
11:00 AM - 12:00 PM Session Details
An interactive discussion on bankruptcy claims, cases, litigation, and federal practice. This includes discussion of claims objections, stay violations, remediation, and damages when creditor/collector is just "too busy" to address the alleged violation or focus on the bankruptcy filing.The New Era of Win-Win Calling
11:00 AM - 12:00 PM Session Details
New win-win analytics-based technologies offer relief to the decreasing ratio of calls resulting in contact. Learn how you can use them to elevate it to the level of an efficient, helpful service that recipients perceive differently and respond to positively.Utilizing Technology to Help your Team be at Their Natural Best
11:00 AM - 12:00 PM Session Details
The application of new technology can be daunting. How do we select the best solution for our business and how do we match it with the employees that will use it? This session explores how to apply technology to help your greatest asset, your people, be more productive, fulfilled and creative.Women in Leadership
11:00 AM - 12:00 PM Session Details
A panel of women in various leadership roles sharing their experiences overcoming gender stereotypes, finding their leadership style, lessons they have learned throughout their careers, tips for networking and mentoring other women.Managing Your Brand – How to Handle Complaints & Reviews
11:00 AM - 12:00 PM Session Details
Are there reviews online about your company? You may be clear about your company culture but the rest of the world may view it differently based on one bad online review. This session will cover steps to managing and responding to indirect complaints and reviews.Lunch in Expo Hall
12:00 PM - 2:00 PM Session Details
Sponsored by
Legal Track: The Wheels on the Bus Go Round and Round - (75 minutes)
2:00 PM - 3:15 PM Session Details
What changes you need to make to your CMS to avoid a flat tire?Your Prescription for Medical Debt Credit Reporting and Collection
2:00 PM - 3:00 PM Session Details
This session covers the recent industry-significant rule of law the Seventh Circuit Court of Appeals created for debt collectors to follow when reporting medical debt. Insights will be shared about an emerging trend in consumer claims against agencies collecting debt for non-profit medical facilities, new pending rules and legislation impacting medical debt credit reporting and collection.Jump Start Your Text and Email Program - The Law, The Reg, The Solutions
2:00 PM - 3:00 PM Session Details
Texts are calls, emails are writings and confusion abound. This session covers steps to moving your snail mail to electronic delivery including understanding how regulations impact your digital communications program, learning about the types of technology opportunities available and launching a new program.Developing Young Business Leaders
2:00 PM - 3:00 PM Session Details
Young business leaders are essential to the future of your business and our industry. Attend this session to learn how to identify and groom new leaders for your organization, create a management training program and provide support for continuing engagement and success.Growing Your Agency- Sales & Marketing for the Small and Medium Sized Office
2:00 PM - 3:00 PM Session Details
It has been said relative to sales, “It is the lead you are working on, the client you are servicing and the client you just lost”. Sales is a process, and firms of all sizes need to keep feeding the machine to survive. This session reviews of the dynamics that exist in healthy growth-oriented operations.Ice Cream Break in Expo Hall
3:00 PM - 3:45 PM Session Details
Stop by booth 303 for a sweet treat, sponsored by
Main Stage: The Beltway and Beyond: ACA Strategies for Success
3:45 PM - 4:45 PM Session Details
The ACA Advocacy team will discuss and answer questions about legislative, regulatory and litigation activities at both the state and federal levels during this critical time for shaping policies impacting the debt collection industry. Discussions will include the CFPB’s first-ever FDCPA rulemaking, TCPA and Call Blocking and labeling related advocacy efforts, state legislative trends and other pressing issues at the state and federal level. Hear more about the Industry Advancement Program, industry research, and communication efforts that play a critical role in advocacy. As the industry faces threats and opportunities impacting your ability to operate from lawmakers and regulators throughout the country, learn about how you can contribute to, and participate in, ACA’s Advocacy efforts.USS Midway Experience (Optional Buy-In Event)
6:00 PM - 9:00 PM Session Details
Benefiting ACA's Political Administrative Fund.
With more than 30 carefully restored aircraft and helicopters on the Hangar Deck and Flight Deck, the USS Midway Museum is a must-see San Diego site. Tickets are available for purchase. Food and beverages will be provided. Transportation to/from the Midway is on your own. Located one mile from the Hilton Bayfront.
Sponsored by
Registration Open
7:30 AM - 1:30 PM Session Details
Main Stage: Awards Breakfast & "Complaint Free World" with Will Bowen
8:00 AM - 9:30 AM Session Details
At the annual awards breakfast, many of the association’s outstanding members will be recognized for selflessly devoting their time and skills to advance the accounts receivable management industry. Receiving an ACA honor symbolizes a member’s commitment to the association and the industry. Join us in this celebration of member success, where awards such as the ACA Member of the Year and James K. Erickson Continuous Service will be given as well as education honors, advocacy and unit awards.
Keynote: Complaint Free World
Consumer complaints are at the top of your mind when you think about our industry. Will Bowen joins the main stage after Breakfast and Awards, and will take you aside to think about the other complaints in your life. Executives, employees and staff deal with hundreds of complaints on a daily basis from both customers and coworkers. In this fast-paced and funny presentation you’ll learn:
-
What’s wrong with complaining? (Complaining is destructive effects on health, happiness, relationships, and career)
-
What is (and isn’t) a complaint?
-
The 5 reasons people complain (as remembered by the acronym G.R.I.P.E.)
-
How to get other people (and ourselves) to stop complaining
-
Positive leadership in a negative world
-
You’ll leave inspired, mindful of your own complaints, and motivated to approach complainers with new, simple and effective strategies.
Breakfast service will only be 7:30 – 8:10 a.m. followed by Awards at 8:10 a.m. and our Main Stage keynote at 8:30 a.m.
Awards Breakfast Sponsored by
Expo Hall Open
9:30 AM - 1:30 PM Session Details
Morning Break in Expo Hall
9:30 AM - 10:15 AM Session Details
Sponsored by
A Magical Shield in the Forest of Dread - How to Qualify for a Bona Fide Error Defense
10:15 AM - 11:15 PM Session Details
With FCRA cases outpacing filings under other consumer statutes, this session discusses recent CFPB actions, court decisions, and the most pressing compliance issues to explain how furnishers can comply with their duties under the FCRA and defend themselves when they end up in the crosshairs.Class Representative Deposition – A Unique Perspective
10:15 AM - 11:15 AM Session Details
Watch it with your own eyes and hear it with your own ears. This session will dissect an actual videotaped deposition of a proffered class representative in an actual FDCPA case. Many of your suspicions when it comes to what’s truly going on behind the scenes in “consumer lawsuits” will be borne out. You won’t be disappointed.To Charge or Not to Charge: The Convenience Fee Conundrum
10:15 AM - 10:15 AM Session Details
Do you mitigate your payment processing fees by passing along the cost to the consumer? Is that process permitted in the states where you do business? How do federal regulators view this culture? Success stories and answers to these questions will be reviewed in this engaging session.Don't Take the Bait!
10:15 AM - 11:15 AM Session Details
This interactive session will focus on collection baiting and identifying when the potential practice of consumer and consumer attorney collector baiting is occurring. How to prevent it, what to do when it is believed to be happening and how you can ensure your staff is trained to protect all parties involved.Legal Track: Ethics and the Collection Use, and Disclosure of Data – Direction is More Important Than Speed on the Information Highway
10:15 AM - 11:15 AM Session Details
In this exciting legal session, industry experts will discuss some of the pressing ethical issues for counsels and compliance officers in knowing where an enterprise’s data is coming from and where and how it is being used and disclosed.Past President's Lunch (Invitation Only)
11:30 AM - 12:30 PM Session Details
Lunch in Expo Hall
11:30 AM - 1:30 PM Session Details
Sponsored by
Exhibitor Tear Down
1:30 PM - 5:00 PM Session Details
One Industry - Many Perspectives
1:30 PM - 2:30 PM Session Details
In this joint session with ACA International, respective organizations will provide updates on their recent industry efforts.Equifax - Path to Transformation
1:30 PM - 2:30 PM Session Details
Equifax security leaders discuss strategy and lessons learned forged via security transformation in a post-breach world. Insights into what we have learned and takeaways that you can leverage in your own organization. Dr. Michael Owens and Mr. Montez FitzpatrickIt's a FinTech World After All: Consumer Communications in a FinTech World
1:30 PM - 2:30 PM Session Details
No one uses landlines anymore. Millennials only communicate by text. Or maybe you don’t like to text – your thing is email. And you definitely never answer the phone if you don’t recognize the caller. And maybe your phone doesn’t even ring, yet a message appears. As people change their behaviors and preferences, how does an agency effectively and efficiently communicate—and remain compliant? Should you abandon “old-fashioned” communications techniques? This session will discuss best practices and compliance strategies for communicating with consumers in today’s modern era.What the HIPPA?
1:30 PM - 2:30 PM Session Details
This session was originally created for the healthcare provider for their annual HIPAA required training. It goes over reminders and some topics that not everyone grasps about HIPAA such as HIPAA and email, how it relates to Workers Compensation, consequences of violations including total civil penalties to date and most common violations.Legal Track: Don't Furnish a Plaintiff's Verdict: The Data Furnisher's Duties and Defenses Under the FCRA
1:30 PM - 2:30 PM Session Details
including third parties (not lawyers) with CRO or other roles – litigation risks and administrative burdens – which to carry and how to do it efficientlyLooking Back As We Go Fourward – Four Compliance Challenges We Cannot Ignore
2:45 PM - 3:45 PM Session Details
As the industry runs toward big data analytics, new forms of consumer communication and the use of artificial intelligence to reduce personnel and increase consumer satisfaction it’s time to look back. Solutions such as text messaging, emails and bots are not miracle cures for compliance challenges never mastered. During this session our panel of legal experts will work with attendees on four of the most pressing and challenging compliance topics plaguing the industry today.Compassionate Phone Skills for the Today's Agent
2:45 PM - 3:45 PM Session Details
This training is focused on compassionate phone skill-sets for the 2018 agent. Due to recent changes in our industry such as the TCPA, the CFPB, local legislative issues in healthcare collections, and our own industry's desire to create a new image, this training is intended for the agents in need of compassion techniques when working with the 2018 consumer. The training benefits all call center environments be reducing complaints and increasing morale among the agent.Getting the Most Value from Call Evaluations
2:45 PM - 3:45 PM Session Details
Call monitoring, scoring, and feedback has become widely-used tool in the collection industry to test for compliant practices and for the effective use of basic and best collection practices. Whether you are using speech analytics to guide your call monitoring or pulling calls as the spirit moves you, your approach to evaluating calls will make the time spent either a waste of time or a value add that your company can’t do without. In this session, we will discuss constructing effective call evaluation forms, creating rubrics for call scoring, conducting meaningful calibration sessions, and more!Legal Track: Industry Defense Roundtable (75 minutes)
2:45 PM - 4:00 PM Session Details
This roundtable is an in-depth discussion of pressing legal theories being advanced by the consumer bar and will overview, debate, and respond to questions regarding important cutting-edge topics currently swirling around collection practices. Don't miss this lively and interactive session.President's Closing Celebration
6:00 PM - 10:00 PM Session Details
This grand celebration of leaders and recognition of ACA’s 80th anniversary will be a night not to be missed! Incoming president Roger Weiss will take us back to the 1980s in this exciting night filled with food, fun, laughter and, of course, great music. Bring your best ’80s outfit, and if not, it’scasual attire for the night. RSVP for this event. Indicate your attendance on your registration form.
Hotel
Hilton San Diego Bayfront
1 Park Blvd, San Diego, CA 92101, United States
Reserve Online or call (800)-HILTONS using code ACAI
Room Rate Cut-Off: Wednesday, June 12, 2019
Room Rate: $267/night*, plus state & local taxes
Sponsors
Thank you to our sponsors for their continued support of ACA education!
To become an sponsor, email smitht@acainternational.org or call (952) 259-2107.
Download the Exhibitor & Sponsor Prospectus
Diamond Sponsor
Welcome Reception Co-Sponsor 1
Collectors Insurance Agency, Inc.
Collectors Insurance Agency has been servicing our members business insurance needs since 1969. Together with our renowned bond programs and licensing services, we are protecting our members and helping them succeed.Sponsor Details
Diamond Sponsor
Attendee Welcome Gifts
QBE
“As one of the 20 largest insurance carriers in the world, QBE focuses on commercial insurance for industries with complex and unique exposures, including E&O and Commercial Crime coverage and claims services. In partnership with CIA and Aon, QBE’s Specialty Programs Unit has demonstrated a long-term commitment to our program through a significant investment of resources.”Sponsor Details
Diamond Sponsor
Keynote Speaker Sponsorship
LucentPay
LucentPay is a full-service payment processor revolutionizing the collections industry by providing best-in-breed payment solutions. Our No Cost to BillerTM model focuses on eliminating up to 90% of processing costs in a manner compliant with the FDCPA, CFPB and state law.Sponsor Details
Platinum Sponsor
Lanyard Sponsorship
VoApps DirectDrop Voicemail
VoApps DirectDrop Voicemail delivers a voice message directly to the consumer’s voicemail box without calling the phone. Immediately increase right party contacts, dollars collected, and liquidation rates. Agencies using VoApps deliver thousands of voicemails in a matter of minutes. This creates availability for collection agents to field the influx of inbound phone calls responding to DirectDrop Voicemail. New clients can be up and running in less than 2 business days!Sponsor Details
Platinum Sponsor
Technology Sponsorship
Solutions By Text
Solutions by Text is a division of Marketing Response Solutions, LLC, a privately-held corporation whose primary focus is delivering critical information in an SMS format Worldwide. SBT has developed proprietary software designed to adhere to regulations within the industry. For more information, visit www.solutionsbytext.com.Sponsor Details
Platinum Sponsor
Pocket Agenda Sponsorship
Balch & Bingham LLP
Serving clients across the U.S. in highly-regulated industries. Attorneys in Balch's consumer financial litigation practice regularly handle individual lawsuits and class actions under a wide range of consumer laws throughout the country, including those under the FDCPA, TCPA, and FCRA. Our attorneys are strategists who develop case law, arguing issues of first impression before courts of all levels.Sponsor Details
Platinum Sponsor
USS Midway Title Sponsorship
Nationwide Insurance
Nationwide Insurance is a proud partner of Collectors Insurance Agency providing a wide variety of commercial insurance products for the debt collection industry.Sponsor Details
Platinum Sponsor
Name Badge Sponsorship
Beam Software
Beam Software is a leading provider of portfolio management and collection software. it's flagship product, BEAM, is a secure, hosted application for collections, recovery, and purchased receivables management used by debt buyers and investors, debt forwarders, and collection agencies nationwide.Sponsor Details
Platinum Sponsor
Portable Phone Chargers
LexisNexis Risk Solutions
LexisNexis® Risk Solutions is a trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy.Sponsor Details
Gold Sponsor
Bar at USS Midway ACPAC Event
BillingTree Payment Solutions
BillingTree is the leading technology focused payment solutions company providing innovative products and services enabling organizations to increase efficiency and decrease costs of processing paymentsSponsor Details
Gold Sponsor
Awards Breakfast Sponsorship
Interactions
As collections agencies look to create new ways to lower costs per collection and reduce risk, Interactions enables your organization to easily serve customers in the most appropriate and respectful manner. Our Intelligent Virtual Assistant provides a conversational, polite and human approach to garnering overdue payments. Unlike traditional automated solutions, our Intelligent Virtual Assistant combines artificial intelligence with human understanding to deliver the best possible interaction, allowing your customers to easily arrange payments. For your agents, this means more time to focus on strengthening skills and helping customers with more complex tasks. For your organization, this means being able to leverage automation to deliver consistent service while reducing your cost per collection.Sponsor Details
Gold Sponsor
Ice Cream Break in Expo
Ontario Systems
Ontario Systems has been a leading provider of software and solutions to the accounts receivable management (ARM) market for more than 35 years.Sponsor Details
Gold Sponsor
- Breakfast in Expo - Monday
- Morning Break in Expo - Tuesday
TransUnion
To locate the right party and recover debt fast, collections organizations need a trusted source to easily obtain the right data, right now. Partner with TransUnion, the only U.S. provider of scale, that offers both trended credit data and alternative data to produce a more complete consumer view. We help collection organizations lower expenditures and keep operations running smoothly.Sponsor Details
Gold Sponsor
Women in Collections Reception Sponsorship
Hudson Cook, LLP
Hudson Cook, LLP focuses on state and federal consumer and commercial financial services, banking and privacy compliance, regulation, enforcement and supervision. The firm is headquartered in Maryland with 12 other offices nationwide. Our attorneys offer legal services to local, national and international clients, addressing their compliance, regulatory and government-related concerns.Sponsor Details
Gold Sponsor
Lunch in Expo - Monday
Innovis
Innovis is a leading provider of consumer identity information and risk management solutions. The company's Right Party Contact (RPC) solution provides account receivables departments with tools to improve efficiency and enhance recovery efforts. RPC consistently outperforms competitors in head-to-head tests at collection agencies, skip specialists, return mail processors, and collection departments of major lenders.Sponsor Details
Gold Sponsor
Lunch in Expo - Tuesday
InterProse
InterProse is a web-based debt recovery platform customizable for third or first-party efforts. An open-platform, customers pick their favorite third-party service providers that integrate through ACE's open API. ACE includes the highest AWS & 3rd-party audited data security and infrastructure compliance certifications, real-time data backups, document storage & backups, and more!Sponsor Details
Gold Sponsor
Legal Education Sponsorhip
ProVest, LLC
If you litigate collection accounts, you should know about ProVest. As the USA’s largest process server, ProVest is the stable, sound, and secure choice for collection litigators. ProVest offers service nationwide with more corporate owned/operated offices than any other server, rather than third party affiliates. Value adds like eliminating manual data entry/scanning + free skip tracing. ProVest is the only process server with SOC-2/Type-2 certification + meets the Process Serving Standards Summit compliance standards.Sponsor Details
Silver Sponsor
Notepad Sponsorship
REPAY
REPAY is the premier payment technology provider for the collections industry. The REPAY platform provides direct integration to core systems and access to card and ACH processing, IVR/phone pay, text pay, and white-labeled consumer-facing payment portals, including a mobile app. Using the most secure, compliant and advanced technology available, REPAY simplifies payments for businesses and their customers.Sponsor Details
Silver Sponsor
Welcome Reception Co-Sponsor 2
Aon Risk Services Central, Inc.
Aon plc (NYSE:AON) is 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.Sponsor Details
Silver Sponsor
USS Midway Flight Simulator Sponsorship
Call Center Services International
Our core business is to help you establish a high-performing yet cost-effective "nearshore" Contact Center in Mexico. Our agents are fully bilingual, bi-cultural, well-educated and have expertise in a wide array of business functions such as Debt Collection, Customer Service, Sales, Order Processing, and Business Process Outsourcing. Call Centers Services International's management team has over 35-years of expertise in successfully establishing U.S. Companies in Mexico. We have the legal framework, technology infrastructure and professional administrative personnel to quickly get your center up and running.Sponsor Details
Silver Sponsor
Welcome Reception Co-Sponsor 3
CT Corporation
CT Corporation is the leading provider of corporate business compliance solutions. Drawing on more than a century of experience, it's offerings enable companies to effectively manage statutory representation, service of process, annual report filings and business licenses as required by state and federal law. For more information visit www.ctcorporation.com.Sponsor Details
Bronze Sponsor
Morning Break in Expo - Monday
CDS Software
CDS Software has been an innovator in the accounts receivable management industry for over 35 years. It's flagship CollectOne is an award-winning, single source debt collection solution.Sponsor Details
Bronze Sponsor
Pen Sponsorship
RevSpring
RevSpring is a high-growth technology services organization that provides intelligent communications and payment solutions to over 2,000 of the leading accounts receivables management, credit grantors, healthcare providers, and healthcare technology companies throughout North America. RevSpring enables it's customers to deliver over one billion personalized financial communications through print, email, SMS, voice and web channels.Sponsor Details
Exhibitors
ACA exhibitors bring you top industry products and services to help your company succeed. Visit these companies in the Expo Hall!
To become an exhibitor, email exhibit@acainternational.org or call (952) 259-2119.
Download the Exhibitor & Sponsor Prospectus
Already an exhibitor? Watch for the Convention Exhibitor Service Center online - Coming Soon!
AARC-360
AARC-360 serves to help our clients with a complete circle (360°) of Assurance, Advisory, Risk, and Compliance services. Our people, experience, and collaborative approach on SOC 1 and SOC 2 examinations and other attestation services including HIPAA/HITRUST, PCI DSS, and GDPR assessments are what sets us apart from our competitors.Exhibitor Details
Accelerated Data Systems, Inc.
Accelerated Data Systems offers the most functional and technologically advanced collections software solution on the market. Our software, AdvantEdge, delivers unprecedented access to your data and the ability to manipulate it to the specific needs of your business and your clients. No other software approaches the flexibility offered by AdvantEdge.Exhibitor Details
A-LIGN
A-LIGN is one of a limited number of solution providers that can offer a consolidated approach to information technology and information security audits. As your cybersecurity and compliance firm, we specialize in helping you navigate the scope and complexity of your specific security, cyber risk, and privacy needs.Exhibitor Details
Applied Innovation, Inc.
Applied Innovation provides a suite of compliant solutions for the ARM industry. Hosted in our private cloud, our software solutions have proven to increase the bottom line with improved efficiencies, increased client sales and retention, and increased web payments. Reduce your compliance risk and the cost to collect.Exhibitor Details
Arbeit Software
We are a contact solution provider specializing in the collection space. We offer a broadcast dialer, a TCPA compliance solution and a VOIP office phone system.Exhibitor Details
Avcomm Solutions, Inc.
Avcomm Solutions is a woman-owned small business that specializes in headsets and other communications devices. Our headset experts, who have extensive product knowledge, personalize product recommendations for each customer to ensure maximum satisfaction. Customer relationships are important to us, and we continue to support our customers after purchase. Our commitment to customers includes a full-service web site with Click to Chat, same-day shipping on all in-stock orders, and competitive pricing.Exhibitor Details
Balto
Balto uses AI to assist collectors in avoiding compliance violations, speeding up ramp time, and greatly increasing AIP. Better yet, Balto's AI works in real time and that means that every single call gets saved. Schedule a demo to see if Balto can turn your collectors into superstars.Exhibitor Details
BillingTree Payment Solutions
BillingTree is a tech-focused company committed to offering innovative card-not-present solutions to make processing payments easier for your company.Exhibitor Details
Call Center Services International
CCSI's core business is to help you establish a high-performing Nearshore Contact Center in Mexico to expand agent capacity, reduce labor costs, maintain operational control, and ensure performance goals. Expertise: Debt Collection, Loan Processing, Customer Service, among other business processes. Visit our facilities and meet our talented bilingual agents!Exhibitor Details
CDS Software
CDS Software has been an innovator in the accounts receivable management industry for over 35 years. It's flagship CollectOne is an award-winning, single source debt collection solution.Exhibitor Details
Chetu Inc.
Chetu provides customized software development solutions to the Collections industry. The company houses elite programmers with expertise in debt collection software including accounts receivable 'management, credit / risk management, credit risk reporting, collection case management /payment portals, and more. For more information, please visit https://www.chetu.corn/lending/debt-collection.phpExhibitor Details
Clear Payment Solutions
Since 2008 Clear Payments has offered advanced payment solutions to CollectionAgencies, Law firms and Receivables Management Companies nationwide. Operating on a guiding principle of integrity, professionalism, accountability, and best in class service, our number one priority is delivering an exceptional experience to our valued customers EVERY TIME.Exhibitor Details
Collect! Credit & Collection Software
With options ranging from Lite to Enterprise, Collect!'s flexible, customizable and modular functions allow you to set up your workflow the way you want. Use Collect!'s many options to scale as your business grows without ever having to deal with a data migration.Exhibitor Details
Compliance Navigator, LLC
Compliance Navigator is a subscription based compliance consulting firm. For one low monthly price you have access to all of our policies & procedures, training documents, internal control testing scripts and unlimited access to our compliance experts to ask any question concerning operational or regulatory compliance or federal or state law.Exhibitor Details
CompuMail
CompuMail cultivates partnerships with our clients to ensure that they receive the best results, under the highest level of data security, at the most competitive price. We provide mailing and communication services, with a real-time portal to meet your management and oversight needs across the Financial Services, Accounts Receivables, and Healthcare Industries. Technology changes, business changes, but our commitment to services doesn't.Exhibitor Details
Comtronic Systems, LLC
Debtmaster®360 is the number one choice in cloud-based collections, offering enhanced security and compliance tools to companies of all sizes. Empower your agency with fully integrated collection tools with the best in workflow management, phone system technology, and client reporting by employing Debtmaster0, CallThru@, and ClientAccess TMExhibitor Details
ContactRelief, LLC
ContactRelief is a cloud-based disaster decision engine that aggregates alert data on natural and man-made disasters and, through a series of configurable rules, makes recommendations on when and where to redirect, suspend and resume contact with customers during times of disaster. This information is provided at very granular levels (e.g. zip code or geocode).Exhibitor Details
Cornerstone Support, Inc.
Cornerstone Support provides licensing, insurance, and bonds for collection agencies. We have more than 20 years of experience helping agencies develop and implement licensing strategies that protect them and their clients. Our full-service commercial insurance agency provides specific coverage and claims handling tailored to the debt collection industry.Exhibitor Details
DAKCS Software Systems
DAKCS Debt Collection Software Solutions is a 35-year technology leader in simplifying the process of collections and accounts receivable management. By creating powerful, configurable, customer-focused solutions, both cloud and on-premise, we offer a way to run your business faster and more efficient. DAKCS delivers on service, automation, and flexibility in one central debt collection platform for all types of business.Exhibitor Details
Debt$Net Collection Software
Since 1987, Debt$Net® Collection Software has provided collection agencies, law firms, debt buyers -and in-house collection departments with one of the most comprehensive collection systems in the industry. Proven in the field, Debt$Net® Collection Software satisfies the collection requirements for companies specializing in Retail, Commercial, Medical, and Receivables Management collections.Exhibitor Details
DialConnection, LLC
DialConnection offers the industry's only blended inbound/outbound cloud contact center with real time data integration to your system of record, delivering improved agent productivity, compliance and operational performance.Exhibitor Details
EFT Network, Inc.
EFT Network has been a leading provider of Electronic Payment Processing solutions for 20+ years in the credit and collections industry. These innovative payment solutions help merchants reduce operating expenses while automating payment processing and posting, for faster more efficient - and profitable businesses. These unparalleled payment processing solutions - along with EFT Network's technical expertise - ensure customized, flawless integration with your software.Exhibitor Details
Enformion
Enformion's exclusive data sources deliver concise, accurate, up-to-date, actionable data and the intelligence to help you rapidly identify right-party contact information to improve your collection rates. Enformion uniquely provides a powerful, state of the art, fully customizable, user friendly, feature-rich interface which quickly, accurately and cost effectively delivers results.Exhibitor Details
Enghouse Interactive
Enghouse Interactive's comprehensive portfolio of interaction management solutions span omni-channel call centers, Computer Telephony Integration, self-service Interactive Voice Response, knowledge management, operator consoles, call recording and quality monitoring, media voice services, and outbound dialers. These solutions support any telephony environment and flexible deployment options, on premise or in the Cloud.Exhibitor Details
Epicenter Technologies
With over 17 years of Accounts Receivable Management expertise, Epicenter is a leading provider of Outsourced Business Process Management and IT solutions. We have consistently delivered best in class operations while minimizing costs, through efficient management of processes, procedures and technology. In today's challenging environment, reducing the cost of collections is getting progressively difficult and most collection agencies struggle to increase ROI due to escalating wages. In our cost-optimized alternative solution, we provide competent dedicated collectors to work as an extension of your organization, duplicating your operations, quality and compliance practices. This model has helped agencies grow business with a minimum 30% cost-reduction, while all risks and compliance expectations are comprehensively covered and mitigated.Exhibitor Details
ExpertSource Global Services Private Limited
We deliver Collections, Quality Management Solutions & BPO services across US & UK from our offshore location in India. For over the last 13 years now, we have built large, efficient and effective teams that have increased coverage and reduced costs significantly for credit grantors, debt buyers and collection agencies in the US.Exhibitor Details
ezPay365
ezPay365 is a payment processing solutions provider for companies within the ARM/Collection, Healthcare and Law Firms. With 25 years ARM industry experience, ezPay365 payment channels are: debit/credit card, HSA/FSA, ACH payments and convenience fee model. ezPay365 has direct integrations with major collection software platforms. Our payment solutions consist of collector/agent based, IVR, payment forms and online payment portal with artificial intelligence for payment negotiation, flexible payment options , Reg-E, email, SMS Text messaging and TextPayExhibitor Details
FICO
FICO is a leading analytics software company that empowers businesses in 90+ countries to make better decisions. FICO offers a suite of integrated solutions for Collection and Recovery including FICO® Debt ManagerTM, a highly automated accounts receivable management system, FICO® Customer Communications Services for Collections (for omni-channel communications), and advanced analytics to improve operational efficiency and collection performance.Exhibitor Details
FocusOne, Inc.
FocusOne is a privately held company comprised of professional dedicated to providing the absolute best in multi-channel customer communications. Our customizable forms matched together with a systemic approach to a promise to deliver your time-sensitive statements and results to your bottom line. Contact: Lincoln Puffer: lipuffer@focus1data.com.Exhibitor Details
Innovis Data Solutions
Innovis is a leading provider of consumer identity information and risk management solutions. The company's Right Party Contact (RPC) solution provides account receivables departments with tools to improve efficiency and enhance recovery efforts. RPC consistently outperforms competitors in head-to-head tests at collection agencies, skip specialists, return mail processors, and collection departments of major lenders.Exhibitor Details
Interactive Security
Interactive Security is a leading data security assessment and compliance audit firm with over 15 years experience working with Account Receivables Management (ARM) companies. We help ARM's increase revenue by achieving compliance with PCI, HIPAA, HITRUST, ISO, GDPR,, GLBA, and SSAE/SOC. Interactive Security makes IT compliance, obtainable, simple and affordable.Exhibitor Details
Interior Concepts
Interior Concepts designs, manufactures, and installs call center and office furniture. We have decades of experience manufacturing high quality, made in the USA, furniture.Exhibitor Details
International Association of Commercial Collectors, Inc.
The International Association of Commercial Collectors, Inc. (IACC) enhances the growth of its members by delivering education and professional resources in a collaborative environment. We pledge to our members that IACC will be the leading resource for commercial collection professionals who deliver high-quality, ethical and compliant commercial collection services to the credit granting community.Exhibitor Details
International Sureties, LTD.
International Sureties was established in 1970 and has grown into one of the largest bond brokers in the United States. We have provided bonding for a very large number of ACA members over the years. We represent most of the major surety companies and our goal is always customer satisfaction.Exhibitor Details
InterProse
InterProse is a web-based debt recovery platform customizable for third or first-party efforts. An open-platform, customers pick their favorite third-party service providers that integrate through ACE's open API. ACE includes the highest AWS & 3rd-party audited data security and infrastructure compliance certifications, real-time data backups, document storage & backups, and more!Exhibitor Details
KG Hawes
"ARTrail" is a comprehensive and cutting-edge solution for the entire accounts receivable processes for early out and third party collections. "VoizTrail" is a game changing technology offering - Speech Analytics, Call recording and Call Auditing.Exhibitor Details
KirkpatrickPrice
KirkpatrickPrice is a licensed CPA and PCI QSA firm, performing assessments, audits, and tests that strengthen information security and compliance controls. KirkpatrickPrice commonly provides advice on SOC 1, SOC 2, HIPPA, HITRUST CSF, PCI DSS, GDPR, ISO 27001, FISMA, and CFPB frameworks.Exhibitor Details
LexisNexis Risk Solutions
LexisNexis® Risk Solutions is a trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy.Exhibitor Details
LocateSmarter, LLC
LocateSmarter offers customizable batch skip tracing and compliance solutions that improve contact rates, reduce costs and mitigate risks associated with TCPA, FDCPA and more.Exhibitor Details
LucentPay
LucentPay is a full-service payment processor revolutionizing the collections industry by providing best-in-breed payment solutions. Our No Cost to BillerTM model focuses on eliminating up to 90% of processing costs in a manner compliant with the FDCPA, CFPB and state law.Exhibitor Details
MicroBilt
MicroBilt has been a recognized pioneer in credit, alternative credit and risk management. Products cover the full cycle of business from vetting to originations to recovery. MicroBilt products are delivered through a single, easy-to-use, portal that can be customized to your business needs.Exhibitor Details
Neustar, Inc.
Neustar, Inc. is a leading global information services provider driving the connected world forward with responsible identity resolution. As a company built on a foundation of Privacy by Design, Neustar is depended upon by the world's largest corporations to help grow, guard and guide their businesses with the most complete understanding of how to connect people, places and things. Neustar's unique, accurate and real-time identity system, continuously corroborated through billions of transactions, empowers critical decisions across our clients' enterprise needs.Exhibitor Details
NLP Logix
NLP Logix, a leading provider of A1-powered enterprise solutions, leverages machine learning, advanced analytics, and intelligent automation to optimize performance in debt recovery and collections. NLP Logix's cutting-edge scoring solution, Paypensity, enables creditors, first party collections, third party collections, and billing organizations to increase collections, decrease cost, and minimize risk.Exhibitor Details
Noble Systems Corporation
Noble Systems Corporation is a global leader in customer communications, providing innovative solutions for Unified Communications, Workforce Engagement, Gamification, and Analytics technologies. Tens of thousands of agents at client installations worldwide use Noble’s premise, cloud, and hybrid platforms to manage millions of customer contacts each day. Noble offers a unified suite of inbound, outbound and blended omnichannel communications, strategy planning, resource management, and compliance tools for companies of all sizes.Exhibitor Details
NPC, Inc.
NPC provides secure Collection Letters Production and Mail Delivery. Continually, one of the top suppliers to the Federal Government and a pioneer in data breach notification, we understand regulatory communications. We take a "do what we say, and say what we do" approach, thereby ensuring that collection letters are delivered to the right person, in the right place, at the right time...on time, every time.Exhibitor Details
Ontario Systems
Ontario Systems, LLC is a leading provider of software and solutions to the accounts receivable management (ARM) market. Built on the foundation of our 35+ years of ARM industry experience, Ontario Systems’ products, including the Artiva RM™ product and the Contact Savvy® contact management solutions, provide receivables professionals highly configurable business process automation, the ability to manage complex lines of business, and the expertise to navigate compliance mandates and regulatory change. Ontario Systems’ customers make up eight of the 10 largest ARM companies, accounting for 55,000 representatives in more than 500 locations.Exhibitor Details
OSG Diamond Healthcare Solutions
OSG Diamond Healthcare Communication Solutions specializes in creating and delivering patient obligation communications for healthcare revenue cycle management. With a data-driven approach, we provide tools and processes that accelerate accounts receivable cash flow, enhance financial management and improve the image of providers with their patients.Exhibitor Details
Pay N Seconds
The pioneer in convenience fee processing for agencies offering innovative payment processing solutions tailored specifically to your needs. With Pay N Seconds you choose what you pay for payment processing.Exhibitor Details
Payment Savvy
If you want to get paid, it's time to get Savvy! Making sure your agency collects receivables in a streamlined manner, is our #1 job. Our powerful suite of payment products will help increase revenue and boost productivity! Credit & Debit Card Acceptance - ACH Payments - Fee Free Processing - IVR - Online PaymentsExhibitor Details
PaymentVision
PaymentVision has been providing digital payment solutions to clients in the collection industry for more the 25 years.Exhibitor Details
PCI Group, Inc.
PCI Group is the complete customer communications resource for businesses in which client-centric data is key, and efficiency, and security are paramount; delivering intelligent workflow solutions that utilize technology, experience, compliance security, document processing, direct mail, and data security.Exhibitor Details
PDCflow
PDCflow's Payment Hub offers a single platform for Accounts Receivable teams to send an invoice, collect a credit, debit or ACH payment and obtain a signature in one simple and secure workflow. The software offers text, email, chat and IVR payment channels, a customizable online payment portal and robust reporting.Exhibitor Details
Peacock Consulting, LLC
Peacock Consulting provides CastIMS - a quality and compliance management software designed to promote collaboration and communication throughout your entire organization. Compatible with ACA's PPMSTM Certification program, CastIMS will provide a paperless environment for managing incidents and resolutions, client and consumer complaints, training records and document control.Exhibitor Details
Peak Revenue Learning
Peak Revenue Learning provides a cloud-based employee education, compliance training, and knowledge retention application. KnowledgeLink will promote accountability, reinforce regulatory and policy knowledge, and provide tools to lower the cost of training. Automatically create documentation of the compliance training, accountability, and knowledge building efforts of the company.Exhibitor Details
Provana, LLC
Provana is committed to optimizing the performance of the entire debt and collections ecosystem. With focus on targeted solutions with our leading software and KPO services. Our platform solutions include compliance management (IPACS), business analytics (IDAP), speech analytics (ICAP), and a collection resolution app (Iconnect247) to streamline the collections process.Exhibitor Details
Quantrax Corporation, Inc.
Quantrax is proud to have pioneered the development of intelligent debt collection software for the accounts receivable management industry. RMEx was designed to help overcome the limitations of existing database systems, increase the levels of automation and meet the needs of an ever changing collection industry. RMEx is an entirely different collection system than our competitors sell as it is designed to help control account flow, comply with regulations, and monitoring costs on an account by account level.Exhibitor Details
Receivables Management Association International
The Receivables Management Association International (RMAI) is a nonprofit trade association that represents the Receivables - Management Industry. RMAI's Receivables Management Certification Program and Code of Ethics protect consumers and businesses by setting the gold standard through uniform Industry best practices. RMAI provides networking, education, and business development opportunities through events and communications. RMAI also maintains a highly effective grassroots advocacy program at the state and federal levels. Founded in 1997, RMAI is headquartered in Sacrament, CA.Exhibitor Details
REPAY
REPAY is the premier payment technology provider for the collections industry. The REPAY platform provides direct integration to core systems and access to card and ACH processing, IVR/phone pay, text pay, and white-labeled consumer-facing payment portals, including a mobile app. Using the most secure, compliant and advanced technology available, REPAY simplifies payments for businesses and their customers.Exhibitor Details
Revenly
Revenly is the most advanced, cutting edge SaaS solution in the ARM industry. Revenly is transforming the consumer experience to enable effortless payments from any device, anywhere, anytime. Allow consumers to pay a self-service payment ecosystem online, mobile, SMS, IVR and in person that is easy to use.Exhibitor Details
RevSpring
RevSpring is a high-growth technology services organization that provides intelligent communications and payment solutions to over 2,000 of the leading accounts receivables management, credit grantors, healthcare providers, and healthcare technology companies throughout North America. RevSpring enables it's customers to deliver over one billion personalized financial communications through print, email, SMS, voice and web channels.Exhibitor Details
ROYDAN Enterprises Ltd.
We are the developers of Bloodhound debt collection software. We pride ourselves on doing things differently - not just the way we design our products, but the way we treat our customers.Exhibitor Details
Solutions By Text
Servicing the lending industry for over 24 years by providing compliance based text messaging services. The consumer preference for text alerts provides a low-cost solution for billing reminders, account notifications and collection alerts. Services include Pay by Text, two-way texting for collections and inbound MMS.Exhibitor Details
Sonnet by Palinode
Palinode offers compliance and productivity software to assist data furnishers with consumer disputes and Metro2 reporting. Sonnet, our automated credit dispute resolution platform, transforms processing performance by automating e-OSCAR and direct dispute workflows, reinforcing company policies and procedures and supporting compliance with the Consumer Financial Protection Bureau (CFPB) regulations for "reasonable investigation."Exhibitor Details
speechIQ
SpeechIQ is a revolutionary, cost-effective speech analytics and quality management platform that helps drive agent productivity, operations efficiency and improved customer engagement. Through an exceptionally easy to navigate platform, it's easier than every to analyze calls for compliance, script adherence, sales effectiveness, and more.Exhibitor Details
TCN, Inc.
TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs and collection agencies worldwide. TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording and business analytics required to optimize operations.Exhibitor Details
Telrock Systems, Inc.
Exhibitor Details
The Intelitech Group
The Intelitech Group, a premier analytics provider for the ARM industry, provides consulting and technology solutions to help agencies work smarter to achieve optimal results.Exhibitor Details
Titanium Legal Services
Titanium has been the preferred "middleman" of legal documents for over a decade. Our goal is to give our customers quality service, technology, efficiency, and fair pricing. Titanium is the only process service you will ever need. Period.Exhibitor Details
USInfosearch.com
USinfoSearch.com helps manage risk and fight fraud by providing quality (non-FCRA) data to US Businesses, Government Agencies, and Legal Industry Professionals. Our data is available for all GLBA purposes. We deliver the information you need when you need it, and always at the very best rates possible. Plus, our data is updated in real-time via our easy-to-use web product.Exhibitor Details
VeriFacts, Inc.
VeriFacts has been a trusted partner to the financial industry for nearly 30 years, helping bring our clients a competitive edge by locating and verifying places of employment, residential phone numbers and addresses, and no contact solutions. VeriFacts specializes in creating customized programs built for you, delivering 100% guaranteed accurate information.Exhibitor Details
VoApps DirectDrop Voicemail
VoApps DirectDrop Voicemail delivers a voice message directly to the consumer’s voicemail box without calling the phone. Immediately increase right party contacts, dollars collected, and liquidation rates. Agencies using VoApps deliver thousands of voicemails in a matter of minutes. This creates availability for collection agents to field the influx of inbound phone calls responding to DirectDrop Voicemail. New clients can be up and running in less than 2 business days!Exhibitor Details
WebRecon LLC
WebRecon identifies "Professional Plaintiffs," "Serial Litigants," and "Frequent Fliers" lurking in your database BEFORE you contact them and expose yourself to an all-but guaranteed lawsuit. Protect your company from as many as one in three new consumer lawsuits by scrubbing your data through WebRecon first.Exhibitor Details
Explore This Beautiful City!
Known by many as "America's Finest City," San Diego is famous for its amazing weather, beautiful beaches, local attractions, and vibrant nightlife. To fully take advantage of this wonderful city, here are our top recommendations for you.
Dining
San Diego not only has beautiful sights, but also delicious food! With many diverse options and some great local restaurants, here are our top picks. For our veggie and vegan lovers, scroll down for our picks for you!
Local Joints
Experience some of the famous casual eateries San Diego has to offer!
Hodad's | Hash House A Go Go | Harney Sushi
Fresh Seafood
I mean, it is by the ocean, isn't it? If seafood's your jam, consider jamming out at one of these famous restaurants.
Ironside Fish & Oyster | The Fish Market | Eddie V's Prime Seafood | Truluck's
Mexican Eats
San Diego is one of the best cities in the US to get delicious, authentic Mexican cuisine, and there's no shortage of options. Here are our suggestions!
Baja Betty's | The Mission | El Agave | Puesto
Vegetarian/Vegan-Friendly Options
San Diego is chock full of vegan and vegetarian friendly places, but here are a few that caught our eye!
Ambrogio15 | Tender Greens | True Food Kitchen | Café Gratitude
Shopping
San Diego is home to some premier shopping districts, including the famous Ocean Beach Antique District, filled with hundreds of dealers of antiquities just a block from the Pacific Ocean. In the historic heart of the city you will find the Gaslamp Quarter, a lively downtown district filled to the brim with fine dining, Victorian architecture, and a vibrant nightlife. For those wishing to see a side of luxury, La Jolla is an upscale village along the coast with upscale restaurants, stylish name-brand stores, and tons of other shops to explore.
Nightlife
If music and dancing is on your mind, San Diego's Gaslamp Quarter is the place to go. With 16 walkable blocks and 10+ nightclubs, this district has live music from EDM to Country and dancefloors to keep you movin' and groovin' all night.
If you want to enjoy a night at a bar (or many), San Diego has you covered. From speakeasies like Prohibition in the Gaslamp Quarter, to upscale places in La Jolla like We Olive & Wine Bar, San Diego has plenty of options for a fun night out.
The Options Are Endless
- Balboa Park is a historical, 1,400-acre site filled with stunning Spanish architecture, museums, gardens,and more.
- Within Balboa Park, the San Diego Zoo is one of the largest and most famous zoos in the US. It is one of the few zoos in the country to have successfully bred pandas, and offers unique enclosures for its many exotic animals.
- Another place to go in Balboa Park is the San Diego Museum of Art, which is designed as a replica of the 17th-century University of Salamanca in Spain. Featuring stunning architecture and exclusive pieces, this is a place you won't want to miss.
- If you're looking for a lovely afternoon stroll, venture to Seaport Village, a quaint (yet popular) district located on the waterfront. Filled with unique shops and plenty of attractions, this place is well worth a stop.
- History buffs rejoice – the Old Town San Diego State Historic Park gives visitors a view into the history of the town, both its Mexican and early American history. Plus, it's free!
- For a beautiful view of the city, the local landscape, and the ocean, take a scenic drive up to Point Loma.
- See one of the marvels of 20th century engineering at the USS Midway Museum. The massive aircraft carrier is docked up permanently at Navy Pier.
- Take a day to appreciate the dreamy Southern California lifestyle at the Mission Beach Boardwalk, complete with an amusement park!
- For nature lovers and beauty-lovers alike, the Sunset Cliffs Natural Park offers stunning views of, you guessed it, the sunset. If you're lucky you may even see gray whales as they migrate to Mexico.
- Take a peak into the religious history of the city at Mission Basilica San Diego de Alcala, the first mission station in California, built back in 1769.
Cancellation Policies
A full refund minus a $75 processing fee per registrant will be processed for cancellations received by ACA in writing no later than May 17, 2019. A full refund minus 30 percent of the registration fee will be processed per registrant for cancellations received by ACA in writing between May 18 - June 14, 2019. No refunds will be granted after June 15, 2019. However, you may send a substitute from your company. No refunds will be given for no-shows. Seminar and special event tickets cannot be refunded after May 17, 2019.
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