ACA International Convention & Expo 2021

July 28-30, 2021

It has been a long time coming but we cannot wait to welcome members back to in-person education and networking at this year's annual convention. We have a fabulous line-up of inspiring keynotes on the main stage as well as industry innovators, wayfinders and experts who will share insights with you in breakout sessions. Endless networking opportunities are slated in for time to catch-up with your peers. For those not quite ready to travel, select convention session recordings will be made available for purchase after the convention.

We are excited - we hope you are too! We can't wait to see you!

On the Main Stage

Seven Common Sense Principles of Leadership from Coach Dick Vermeil

Wednesday, July 28, 3:30 PM - 5:00 PM

With one of the most distinguished coaching careers in National Football League history, Dick Vermeil is well-versed in what it takes to be an effective leader and what it takes to win on and off the field. Vermeil captivates audiences with behind-the-scenes stories and inspiring life lessons as he discusses the common-sense leadership principles that he learned and continually refined over his 15 seasons as an NFL head coach.

Business, Balance and Bliss: How B3 Method Can Transform Your Life from Amy Vetter

Friday, July 30, 8:00 AM - 9:30 AM

Kindle the spark you desire for your career and business by aligning your authentic self and inner talents with the work you do. Gain the inspiration and tools to create your own sense of work-life harmony, cultivate greater human connection with your customers, teams and colleagues, and practice mindfulness at work— both online and offline— for greater focus and productivity.

Sponsored by: Verifacts

President’s Closing Celebration: Featuring Murray the Magician

Friday, July 30, 6:00 PM - 10:00 PM

Close out the convention with Magician Murray Sawchuck as we celebrate your out-going President Scott Purcell and in-coming President Kevin Baich. Emceed by Past President Roger Weiss, the night will begin with a reception and three-course dinner, installation of officers, Kevin’s vision for his year as president and more. Murray Sawchuck will wow you with his magic and is currently a headliner at Tropicana, was a semi-finalist on America’s Got Talent, has been a regular magic cast member on Pawn Stars and made appearances on Masters of Illusions, Fool Us and Brain Games. Attire: Casual.


Sponsored By:

 
 

Topgolf Experience

Thursday, July 29, 6:30 PM - 9:30 PM

Whether you are a beginner (or super beginner) advanced golfer, Topgolf provides an experience everyone can enjoy. Get your swing on and join us for a night on the 3rd level at Topgolf Las Vegas. Food and drinks will be provided.

This is a 21+ event (Required by Topgolf). Transportation is on your own to and from the venue.

Tickets for this event are $225 per person. Benefitting ACA's Political Action Committee (ACPAC) administrative fund.

After COVID Where Did They Go And How Do We Find Them?

Many Consumers, financially affected by the COVID-19 Pandemic, have moved, changed jobs and faded from sight. Tracing these consumers requires special skills and knowledge. Attend this session and discover the new world of OSINT (Open Source Intelligence) a multi media methodology for collecting, analyzing and using the data accessible in publicly available sources. Effective OSINT data gathering is essential for today's professional cyber trackers and one of the biggest advantages of using OSINT is the cost which is much less expensive compared to traditional information sources and offers a much greater return on investment. In this all new and enlightening session you will learn fundamentals of open source intelligence including the basic tools and techniques that is used to gather and analyze the data.

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All Aboard the Remote Onboarding Train!

We all know that the first several weeks on the job of a new debt collector can prove to be a make or break experience as we onboard them and acclimate them into the industry and our companies. In this session we will discuss how you can have a rock solid plan to help you implement remote/virtual onboarding of your future staff. The pandemic has taught us to be flexible and adaptive. Whether your agency is back in office, still at home, or a mix of both, remote workers are here to stay. Maybe you no longer need to open a physical satellite office or maybe you can start to recruit from across the country now? To do so, make sure you are setting your processes up for success!

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Bringing Conversational AI to Collections

Amidst skyrocketing call volumes and agent burnout, artificial intelligence (AI) has quickly become vital to collections agencies. In this session, Steve Kusic, CEO of leading accounts receivable management (ARM) company NRA Group, and Kirby Miller from conversational AI company Interactions, will unpack how NRA Group’s AI strategy can serve as a guide for today’s forward-thinking collections firms. For NRA Group, COVID-19 and the subsequent spike in consumer debt made one thing clear: they needed to think differently about how to run their contact centers. Last year, they took a big leap of faith. NRA Group introduced a customized, AI-powered virtual assistant to automate complex and sensitive customer calls. Its new virtual collection agent was uniquely poised to increase revenue recovery, reduce operational costs, and power efficient, secure, and judgment-free transactions. Because of the virtual agent’s human touch, it’s now driving dramatic improvements in efficiency and profitability. Steve Kusic and Kirby Miller had front-row seats to this digital transformation initiative, which has had significant implications for both agents and customers. In their session, Steve and Kirby will help collections executives gain a deep understanding of the factors involved in NRA Group’s decision, the ripple effects of their technology and the lessons learned along the way.

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Building a Benchmark Group

Agency owners and industry leaders who are involved in a benchmark group say it is the single best thing they have ever done for their business. Find out WHY these groups are so important, HOW to build your own group, and WHAT meetings might look like.

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Building Strong Legislative Advocacy (Members Only)

The collection industry has faced massive change due to new federal and state legislative action. Never before has it been as important to engage in local and national civil advocacy for industry. Kelsi Hamilton and Mindy Chumbley have been successfully involved in the legislative process for Washington State over the past several yes. Joining their session is ACA International's Andrew Madden. This session will will share recent case studies and tips for how to engage with lawmakers and consumer advocates in a way that promotes positive change while maintaining opportunity for industry. (Members Only)

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Call Labeling & Blocking in a post Shaken/Stir world. What to Expect Now...

It’s been a month since the Shaken/Stir deadline came and went – so what happens to call labeling and call blocking now? Do you still need to be concerned about your outbound calls being labeled? Is call blocking a thing of the past? How will your outbound calling campaigns change?Find out as we explore the real-world impacts of call labeling and blocking in a post-Shaken/Stir world. Discover which Outbound Calling Strategies will be most effective going forward – and which outbound calling techniques need to be avoided. Learn what you can really expect your outbound calling campaigns to look like from here on.

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Date of Delinquency, Itemization Date, Presumptive Dates of Receipt, Validation Expiration Date, and Other Costly and Misunderstood Dates for Debt Collectors

In the new world of debt collection and the CFPB's return to regulation through enforcement, the need to understand critical dates associated with various aspects of debt collection and data furnishing has never been greater. Understanding the definition of these critical dates along with the methods you must use to calculate these dates and time periods is critical to your compliance with the Fair Debt Collection Practices Act, Regulation F and even the Fair Credit Reporting Act. During this session attendees will join the presenters in a deep dive into the nuances and penalties associated with:- Date of Delinquency under the FCRA- Expiration of the FCRA's 7 year period for credit reporting accounts- Regulation F's new itemization date- Calculations and presumptions regarding dates of receipt for snail mail- Calculations and presumptions regarding dates of receipt for digital communications- Regulation F's calculation of the date the validation period begins- Regulation F's calculation of the date the validation period expires- Calculation of dates associated with the post dated check or payment notice - Calculation of Regulation F's credit reporting notice waiting period

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Developing a Successful Call Flow Using KPIs

It is quite common and we seem to all follow the same "base" when it comes to our talk off and call flows. We make sure all of the boxes are ticked when we talk to the consumer. But how do we know it is effective? How and what do we measure to determine its success? How do we know it is effective and productive? Spend the next hour discussing and learning unique ways to develop a call flow and KPIs that can be measure for success!

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Evolution or Extinction: Technology will Determine whether Collectors Thrive or Wither

Anyone who does not understand technology is the central determiner in who will maximize revenues while remaining compliant is either uninformed or selling something other than technology. Attendees will learn about the new technology trends and compliance aspects related to collection platforms, electronic communications, vendor management, and other essential tenants to succeed, thrive, and survive, in an ever-changing industry that requires the use of current technology to simply keep up.

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Five Things You Must Do Bi-Annually to Stay on Top of Compliance

The session will cover five things all agencies must do at minimum twice a year to stay on top of compliance. With new case opinions frequently being issued, do you need to change your letters, your telephone scripts? What practices will position you best for a CFPB audit? Doing these five things will reduce litigation and help you be prepared for any regulators enforcing compliance.

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Health Care Collections Trends

Although the pandemic has disrupted healthcare in many ways unimaginable, there are some true bright spots in healthcare debt collections. Taking a more compassionate and flexible approach has paid dividends in improving some healthcare revenue cycles. In this interactive session you will learn firsthand how others are thriving. Partnering with your clients to make the best practices decisions together, will only strengthen your business relationship.

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Innovation Stage: Accelerating Agent Productivity with AI

Understanding how an agent spends her day is critical to the long-term success and profitability of a debt collection agency. On average, an agent spends about 25% of their time daily in after-call wrap-up. Wrap-up is defined as time spent by an agent between the end of a call and being ready for the next call.For a collection agency, a non-automated wrap time workflow translates to an annual dead-weight cost of $10,000/agent.Activities undertaken by an agent during wrap-up, (e.g. writing call notes and dispositioning) can be fully automated with speech AI and thereby significantly improving agent productivity. Cost-saving benefits by automating agent wrap time are achieved as AI helps with the following:1. Reduce distraction for agents and lets them solely focus on interacting with borrowers2. Eliminate inaccuracies and subjectivity of a human agent writing call notes3. Improve QA review time by standardizing note-taking and dispositioning workflows The advent of modern machine learning (ML) and AI models on speech data (interactions between agents and borrowers) is the next driver of higher productivity and profitability for a collection agency. An agency with 100 collectors can save up to $1 million just by automating after-call wrap time workflows.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

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Innovation Stage: C&R Software – Simplifying Collections

C&R Software is the leading provider of enterprise collection & recovery solutions. With over 35 years of industry experience our goal is to simplify collections for our customers. Collections is a complex business, with growing regulatory requirements and ever-evolving operational challenges. C&R Software’s mission is to provide systemically complex systems which simplify collections and recovery for our clients. With our flagship enterprise collection system Debt Manager, we strive to deliver solutions which are simple to deploy, implement, configure and use; enabling collections operations to drive process automation and easily adapt to change.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

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Innovation Stage: Collect Smarter: How - Explainable - AI Is Transforming the ARM Industry

Artificial Intelligence (AI) and Machine Learning (ML) are driving more efficient workflows, and previously unattainable results, in many industries. But how AI algorithms make their decisions and grow smarter over time is often a mystery. In the world of third-party collections, concerns over transparency in a highly regulated business environment are creating a sense of hesitancy among ARM leaders who aren't sure whether the potential rewards of an AI-driven collections process outweigh the risks. In this presentation, Ontario Systems Sr. Director of Data Science & Product Management, will discuss explainable AI (xAI)—a breakthrough development in AI technology—and how the use of alternative data coupled with transparent algorithms is changing the industry.

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Innovation Stage: DAKCS Predict

DAKCS Predict is an AI and machine learning system designed to improve profitability by:Providing insight into clients, how they compare, and the quality of accounts you are receiving. Increasing recovery rates by helping you focus on consumers that are likely to pay. Reducing time and money spent on consumers that are less likely to pay. DAKCS Predict provides accurate predictions without credit reporting or using personal consumer information.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

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Innovation Stage: Digital Debt Recovery in the New ARM World

The new age of Digital Debt Recovery (DDR) is here now more than ever, covid era saw more consumers wanting to engage using mobile/online more than ever. Consumers want to have a true self-service tool that is adaptable to mobile devises and web, without downloading a mobile app. Knowing that 80% of all calls to an agency are initiated from a cell phone, DDR allows users to truly self serve. Consumers can login securely view all accounts, make payments/payment arrangements, communication preference consent options and electronic forms with Reg E & F consents. DDR is technology that can be used by ACA members from small and large. The DDR studio platform, puts controls at the agencies finger tips, with change management for the site, with built in email and text. DDR augments hiring additional staff, having a virtual agent 24x7x365. The DDR platform allows agencies to keep solid agents, while filling the gap for empty seats, allowing complex calls for agents, while using DDR to facilitate the hundereds of standard type of calls & payment transactions.Cost saving for an agency can be substantial, less staff, better control. The new world is Digital and we can help bridge that gap.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions

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Innovation Stage: Fueling Contact Center Transformation with Agent Analytics

Agents are critical to contact center transformation. Today, many CX teams look at impartial agent performance data to make essential business decisions. Reports indicate that some contact centers may only evaluate 5-8% of customer-agent interactions using legacy tools. Learn how Observe.AI is helping support teams analyze 100% of customer interactions to improve agent performance and coaching in order to measurably impact the customer experience. The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

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Innovation Stage: In AI we Trust: Redaction Revisited

Companies spend millions of dollars every year to ensure the safety and integrity of sensitive information shared between customers and contact center agents. But, when data is mishandled, it can affect CSAT, customer loyalty, and your bottom line. This became all the more important as contact center agents transitioned to work from home models due to COVID-19. Join Interactions to learn how real-time redaction powered by AI is becoming an increasingly popular tool for protecting PII while avoiding any impact on the quality of the agent-customer conversation.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

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Innovation Stage: KNOWLEDGESOURCE - Training Elevated

Elevate your training to new heights with KNOWLEDGESOURCE, a platform that brings together all aspects of training needs, from compliance and job skills to internal policies and application usage. Train employees with single lessons or develop full courses with comprehensive testing. Ensure knowledge is retained with non-disruptive, continuous training questions. Discover gaps in knowledge with reporting, and have proof of learning with documentation to minimize risk.

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Innovation Stage: Leveraging Multi-Channel Communications to Increase Collections

Learn how to digitally transform collections communications with easy integration into your existing systems without major IT investments. Nordis Technologies’ demo of its Expresso® customer communications management (CCM) technology will show how this cloud-based software makes it fast, simple and effective to reach and engage customers with mail, email and texts.It lets collection companies meet customers where they are at by offering mobile, self-service and other digital options. Expresso gives collections companies the control and flexibility to cater to each customer’s preferences from mobile to mail. With just a few clicks on your keyboard, you can develop, tailor and arrange digital, mail and Certified® mail delivery of any communications. It also streamlines and automates compliance updates. You can integrate the CCM software with our ExpressoPay® electronic bill presentment and payment software to manage communications and payments from a single dashboard. With your branded portal powered by ExpressoPay, customers make payments or set up recurring payments and payment plans—all without needing to speak to a call-center rep. Gain the agility to adapt to changing regulations while improving customer experience to drive collections.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

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Innovation Stage: Machine Learning Models: Now and the Future

We will discuss models that are are available today, the near future, and in the long-term view. The significance of starting this ML journey now in order to not fall behind what peers are doing today. The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

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Innovation Stage: Rules Engine & Workflow Analysis Reports

Collect!'s new rules engine and workflow analysis reports provide the flexibility and security you need in today's changing environment. The rules engine enables managers to set global workflow rules with client and debtor override options. The workflow analysis reports compare completed contact events to flexible parameters, tests communications for complete and accurate text chunks and more. Used together, the rules engine and the workflow analysis reports provide powerful tools to build your safe and effective collection work flow. The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

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Innovation Stage: The Benefits of Using a True Omnichannel Collections Communication System

The new FDCPA regulation will be enforced in October this year, and for the first time ever, debt collectors will be able to leverage the immense power of a true omnichannel collections communication system. The debt collection workflow and technical infrastructure are on the brink of a major change, one that will seek to integrate as many communication channels as possible, in search of a better recovery rate. Join us and get a taste of what it means to boost your collection efforts with the dedicated collections communication system from NobelBiz, capable of integrating various communication channels into one single working platform: Voice Calls, SMS, Facebook, Telegram, WhatsApp, Twitter, Email, Live Chat & Web Callback.As online communication will soon become an industry standard, the sooner you update your collection communication system, the better. We will look at how an omnichannel approach can influence key aspects of the entire collection process: better customer experience, uninterrupted interactions, the complete history of debtor interactions, less unintentional errors and better overall recovery rates."The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions."

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Innovation Stage: Transformative Technologies

What's new in Speech Analytics - Specifically advanced libraries, & data analysis. Emotional and behavioral intelligence is the cornerstone to improved consumer interactions. VoizTrail by KG Hawes brings the power of behavioral science integrated with unsurpassed data analysis in our Behavioral and Decision Science Modules, and exposes hidden emotional data through agent, team, and call scoring.Closing with a word about RPA and universal data exchange tools, and how these transformative technologies can take your business to the next level.

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Innovation Stage: Two-Way SMS Communications

Text messaging enables us to share brief snippets of information with a single person or a group of people. A conventional starting point for business text messaging is simple one-way alerts to customers. The natural progression from there is two-way texting as customers respond to the messages they receive from the brands. From a brand’s perspective, a two-way SMS platform is key to an omnichannel communications strategy. Brands that add the SMS channel to their communications find that customer engagement with SMS and the related costs far outperform traditional communication channels such as phone and email.The majority of customers want to have a text conversation with a business because it is simple, effective, and quick. Not only is it a less intrusive way to engage with a business, but it also takes away the embarrassment when discussing a sensitive topic. The real beauty of two-way texting is that it can benefit brands of all sizes and empower connectivity between the brand and the customer. As brands shift from simple one-way text messages to rich conversations via two-way text messaging, they will gain advantages in terms of trusted relationships with customers and deeper knowledge of customer behaviors.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

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Innovation Stage: When Each Contact Counts: Meeting the CFPB 7x7 with Intelligent Contact Data

"The new CFPB Regulation F sets regulatory limits on the number of debt collection contact attempts and communications to seven times per each particular debt per week. More than ever, every contact must count.Unique behavioral intelligence on phones and emails allows organizations to optimize outreach attempts, maintain RPC rates, and meet CFPB regulations. Start your data strategy planning now to increase success for each contact attempt. Learn how forward-thinking organizations are using best phone/email, and the best time-of-day / day-of-week to contact each consumer, to increase effectiveness while fulfilling new regulation guidelines.In this session, Neustar will review case studies and technologies that have yielded RPC gains, including:- Best answer rates and diminishing returns across different quality phones and number of dial attempts- Phone intelligence identifying the phone number a consumer uses most- Best time-of-day/day-of-week intelligence for when each individual is most likely to answer- Verifying and appending best emails for individualsThe Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

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Inside Out - Recognizing Opportunities for Diversity, Equity and Inclusion in Collections-Related Communications

In this session, industry veterans Brit Suttel; and Leslie Bender will discuss several case studies to view opportunities from the inside of a collection agency out to the consumers agencies serve for advancing diversity, equity and inclusion objectives within the ARM Industry. The panel’s case studies focus on communications with consumers and offer practical thoughts about how ARM companies can set the tone from the top regarding unconscious bias, accurate use of pronouns, recognizing and being open to diverse idea developments relevant to the collection process.

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Legal Education: Beyond Bona Fide Error: Emerging FDCPA Defenses (Members Only)

Members Only: In this session, we will explore recent trends in defenses to FDCPA claims, how courts across the country have welcomed or rejected various defenses, and how to best position your case for an FDCPA victory. We will focus on defenses aside from the fact specific and procedures-driven bona fide error defense, and instead highlight other lesser known or often overlooked backdoor avenues for defeating FDCPA claims, including standing post-Spokeo, materiality, arbitration, Rooker-Feldman doctrine, and more. This presentation will discuss recent case law addressing the aforementioned emerging FDCPA defenses, the necessary elements of each defense, and the inherent obstacles in mounting each defense and how to overcome them. The presentation will also lay out any conflicting rulings or differing interpretations among the circuits with respect to each defense.

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Legal Education: Choosing Your Battles: How to Effectively Fight Back when Experiencing an Upward Trend in Consumer Litigation (Members Only)

Members Only: With the dust of the pandemic settling with the available vaccines, the industry continues to experience steady consumer litigation across the board. In this session, we will explore various scenarios and hot topics surrounding this trend. We will also discuss the right (and wrong) ways in which we should be approaching it. For those of us defending the industry, it is important to understand that money is money, whether it is spent on defense counsel and/or settlements. Recognizing that reality on the business side should inform and drive decision making by your defense counsel. There are many considerations when deciding why/when/how to fight or settle a specific case.

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Legal Education: Did I Catch You at a Bad Time? How to Communicate with Consumers under Regulation F (Members Only)

Members Only: This session will identify and explain the future of debt collection communications under Regulation F. You’ll hear from two attorneys who have handled hundreds of individual and class action lawsuits alleging impermissible or misleading communications explain what’s the same and what’s changing under Regulation F. This session goes beyond simply what Regulation F says and what the new world looks likes—it shows you what’s out of bounds. Watch the panel demonstrate the do’s and don’ts with real-world examples of communications gone awry. By showing the hallmarks of extreme cases, this session helps explain how agencies can navigate the grey, using the guardrails outlined by the speakers.

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Legal Education: Dramatic Changes To The TCPA Landscape From Congress, The FCC, To The Supreme Court - Calling Cell Phones And Landlines May Never Be The Same (Members Only)

Members Only: While some areas of TCPA litigation have quieted down over the past few years, 2021 has welcomed new challenges on various fronts for ARM industry communications. The new CFPB rules intersect with the TCPA, and a new FCC order creates a different call frequency limit and consent requirements that must be considered when making prerecorded calls to landlines. The FCC also continues to address call blocking and labeling issues, but despite some industry wins, problems still persist in this area. Carriers have also in certain instances engaged in text blocking and have created new codes of conduct related to debt collection texts that impact the industry. Moreover, the Supreme Court has been active on this front looking at TCPA issues in Barr v. AAPC and Facebook v. Duguid. In the wake of the Facebook decision, Congress is also likely to be active in TCPA policymaking. The panelists will discuss all of this and more and highlight trends and likely outcomes ARM industry participants should be preparing for this year.Sponsored by Payscout - www.payscout.com

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Legal Education: Enforcement by the CFPB and FTC: What You Need to Know to Prepare for the Future (Members Only)

(Members Only) Enforcement actions and investigations by the Consumer Financial Protection Bureau and the Federal Trade Commission will undoubtedly increase with the new Administration. The debt collection industry is a target, for sure!Are you prepared? What can we expect? In this session, you will learn about the key players at both agencies, their philosophies, their approaches, and their expectations.Many companies believe that they won't be a target. Many companies believe their compliance management system is adequate. Many companies believe that they can manage any investigation like an audit by a client or a state. And, these believes can cause companies a lot of pain, in terms of costs and expenses, brand damage, and loss of clients.Be prepared. Ignorance is not bliss!

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Legal Education: Regulatory Agency Enforcement Actions and Inquiries: as if Lawsuit weren't Enough! (Members Only)

Members Only: An overview of the Attorney General and federal enforcement actions impacting the industry and a look inside the regulatory enforcement practice from the inside for best practices in dealing with regulators.

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Legal Education: Relax! How to Slow Play Standing Arguments (Members Only)

Members Only: In 2020, several federal circuit courts issued rulings that affect the ability of consumer to bring statutory claims in federal court. These rulings have led to the dismissal of many pending lawsuits and appeals. But the unwary attorney can easily fall prey to a "win the battle, lose the war" situation. We'll tell you how to avoid that outcome and give you a glimpse into what the future may hold in light of these rulings.

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Legal Education: The Power of Ten Minutes: Bite Sized Ethics (Members Only)

Members Only: Five of our MAP Committee Members will each highlight in ten minutes a critical ethical topic of importance.  The final ten minutes This session will cover 5 ethics issue by five members of the MAP Steering Committee.  During the final portion of the program, members of the audience will have an opportunity to stump the panel with ethical questions or issues of import.Join us to hear these industry leading attorneys will spend 10 minutes discussing ethical issues including these:Do you want to know how important your general compliance management system is to complying with your ethical duties?  Do you wonder about your ethical duty to keep current on the risks and benefits of technology? Are you wondering about ethical concerns involving how to respond to the Hunstein case? Have you got questions about where your disciplinary body gets complaints that give rise to investigations and discipline or when Rule 11 makes sense? What are your ethical obligations to the profession to promote and support diversity, equality, and elimination of bias?  Come to this fast paced ethics presentation to learn the important ethics issues in the collection world today.

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Main Stage: ACA Huddle - Updates Live in Las Vegas

ACA's popular weekly Huddle will be in-person this week at the Annual Convention. Both the Federal and State Governments are discussing and enacting legislation and regulations that will impact both collection activity and business operations of our member agencies. ACA's advocacy and compliance teams are tracking all of this activity plus the latest Hunstein update. Meet them in person and ask your burning questions in this lively discussion moderated by ACA Past President Rick Perr.

Panelists: Leah Dempsey, Andy Madden, Issa Moe, Colin Winkler, Travis Johnson, Mark Brennan


Sponsored by

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Main Stage: Awards & Keynote Amy Vetter: Business, Balance and Bliss: How B3 Method Can Transform Your Life

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

Kindle the spark you desire for your career and business by aligning your authentic self and inner talents with the work you do. In Amy Vetter's keynote session, gain the inspiration and tools to create your own sense of work-life harmony, cultivate greater human connection with your customers, teams and colleagues, and practice mindfulness at work— both online and offline— for greater focus and productivity.

Keynote Sponsored by

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Main Stage: Seven Common Sense Principles of Leadership from Coach Dick Vermeil

With one of the most distinguished coaching careers in National Football League history, Dick Vermeil is well-versed in what it takes to be an effective leader and what it takes to win on and off the field. Vermeil captivates audiences with behind-the-scenes stories and inspiring life lessons as he discusses the common-sense leadership principles that he learned and continually refined over his 15 seasons as an NFL head coach.


Sponsored by

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Managing Risk in a New Rules Environment

In this session we will provide attendees with practical ways to identify emerging risks and how to mitigate and control those risks. Once you have a methodical approach to assessing and controlling your risks, we will tackle how you can defend your position in the event you are faced to do so in litigation or a regulator examination.

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Negotiations for People Who Don't Like Negotiations: Come if You Want, No Pressure

For some, when it comes to negotiations, if there’s an option to take it or leave – they would leave it.  But that’s not an option because negotiations are a required life skill.  • Discover that negotiation does not have to be based on fear and void of truthfulness. • Explore how to negotiate with respect, confidence and integrity. • Understand you can get what you want without compromising, feeling uncomfortable or threatened. • Apply the necessary spider web of skills to successfully negotiate.• Evaluate the four reactions to negotiations.• Elevate the anxiety around negotiations.

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Paying in Today's World

We are in a world where Cash, Check, or Charge are not enough. People live their lives using nontraditional ways to make financial transactions. These financial transactions can range from paying a bill, buying a birthday present, or splitting the tab amongst friends from that night’s dinner. Most of us use services like PayPal, Venmo, and CashApp every day but you don't see this as an option for a consumer if they want to pay their account in collections. These alternative payment channels are used to make people’s lives easier. The purpose of this session is to discuss payment methods outside of the traditional ones, discuss why they are important, walk through some examples of these being used, and discuss how to create a plan to start down this path.

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Rethinking Debt Resolution Through Personal Analytics and Artificial Intelligence

This session will explore how to leverage artificial intelligence and machine learning technologies using social media and financial analytics. Transform how consumers engage with debt collectors by deploying technology that allows a consumer to resolve outstanding debt obligations on their terms, all while improving your bottom line and client satisfaction. Learn about how these technologies can be practically deployed in a collection agency in a compliant fashion and discover how to operationalize robust self-service platforms to maximize effectiveness.

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Sales Training - Another Tool in Your Toolbelt

Sales is a huge part of collections and that's why sales training should be on the top of our list to be trained to our staff! So let's get this tool in our tool belts! We are continuously selling ourselves to consumers on a daily basis of why they should pay us and not one of the other collectors calling them - BUT - are we doing this in a way that is most effective in time and in dollars collected? In this session we will dig into emphasis on words, tone of voice collectors need to use, and the art of MUSIC - the 5 things needed on every call to make it a successful call!

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Scaled to Fit: Reg F in Health Care Collections

In this session industry veterans John Rossman, George Buck and Leslie Bender will offer practical guidance on steps to map to get you from now to the compliance deadline for Reg F with your healthcare business. This session will dive into preventive implementation projects you can plan and discuss with your healthcare clients such as these:1) timing for the itemization date you and your client will choose;2) whether or not to explore working healthcare receivables before charge off3) digital communication strategies and getting patients' consents and communication preferences at date of service

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The Future is Now - Electronic Communications with Consumers

Is your agency ready to engage with consumers electronically? The CFPB’s new Debt Collection Rule finally provides guidance for electronic communication with consumers. This presentation will address the do’s and don’ts of electronic communication under the FDCPA and the CFPB’s Debt Collection Rule. More and more consumers prefer to communicate electronically via text messages, email, or social media. Consumers also are more receptive when they can choose the method of electronic communication.Now is the time to prepare so that your agency is ready to hit the ground running. We will discuss tips for implementing new policies and procedures to help your agency develop a plan for electronic communications.

Session Details

To Err Is Human Is A Reality – Fortunately, The BFE Defense Exists Too

The Bona Fide Error (BFE) defense, by definition, acknowledges that we are not perfect. We all make mistakes; even when collecting debts. Ordinarily the FDCPA imposes “strict liability” if a mistake is made. Kind of like “you broke it, you own it.” Fortunately, that’s not always the case. When Congress enacted the FDCPA, it purposely included a provision that provides a collector/collection agency with a sort of “free pass” when it comes to certain mistakes. This session will explore the BFE defense, what it entails, how it works and how to use it to defend errors if they do occur and even lessen the risk that error will ever occur. Properly documented policies and procedures are a must. Even the upcoming CFPB’s Regulation F includes certain Safe Harbors for some collection activities -- provided certain procedures are followed. Come hear the latest on cases interpreting and applying the BFE. What worked and what didn’t. Learn how to improve your Agency’s odds of winning even if a mistake does occur.

Session Details

Understanding of Today's Legal Landscape and Preparing for What's Ahead

This session will provide a quick review of our favorite legal collection defenses that we should all know and love. We will also discuss the current issues arising in our new virtual courtrooms and the COVID impacted terrain we are navigating through, with the consideration that these novel approaches may be here for good (or bad). Then a glimpse into our legal crystal ball to see where we anticipate the next wave of attacks will come from and tips on how to approach these problems.

Session Details

(NOTE: All times listed are in Pacific Time)


ACA International is applying for CLE credits for the legal education track sessions for all requested states for registrations submitted before June 20.

Print Agenda

Council of Delegates Reception (Invitation Only)

5:00 PM - 6:00 PM Session Details

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

Registration

7:00 AM - 7:00 PM Session Details

Sponsored by

Exhibitor Set-Up

7:00 AM - 3:00 PM Session Details

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.

Council of Delegates Meeting (Members Only)

7:30 AM - 10:00 AM Session Details

(Pre-Convention) Blueprint Quality Management System Workshop

7:30 AM - 3:00 PM Session Details

$399 Members, $499 Nonmembers, (Training Pass is not valid for this in-person training.)
7:30 a.m. Continental Breakfast, 8:00 a.m. Workshop Begins

Show your clients that your agency is one they can trust by pursuing the Blueprint Quality Management System certification. Blueprint is the redesigned and modernized Professional Practices Management System (PPMS). Held one day before the convention kicks off, this Blueprint workshop is the first step to initial certification. The 18 elements presented will help organizations cut down on the number of mistakes it makes, improve inter-departmental communication, efficiently resolve client issues and improve their bottom-line. Learn more about Blueprint certification online at https://www.acainternational.org/education/blueprint

First Timers Reception

2:00 PM - 2:45 PM Session Details

Are you a new member of ACA or is it your first time attending the convention? Be sure to attend the First Timers Reception, sponsored by Equifax, where you’ll meet ACA board members and staff as well as fellow first-time attendees and learn how you can make the most of your convention experience.

Sponsored by

Young Professionals Reception

2:30 PM - 3:15 PM Session Details

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. Swing by the by for quick chats with your colleagues before the Main Stage kicks off.

Sponsored by

Main Stage: Seven Common Sense Principles of Leadership from Coach Dick Vermeil

3:30 PM - 5:00 PM Session Details

With one of the most distinguished coaching careers in National Football League history, Dick Vermeil is well-versed in what it takes to be an effective leader and what it takes to win on and off the field. Vermeil captivates audiences with behind-the-scenes stories and inspiring life lessons as he discusses the common-sense leadership principles that he learned and continually refined over his 15 seasons as an NFL head coach.


Sponsored by

Welcome Reception & Innovation Stage in Expo

5:00 PM - 7:00 PM Session Details

Sponsored by

Innovation Stage: Rules Engine & Workflow Analysis Reports

5:15 PM - 5:35 PM Session Details

Collect!'s new rules engine and workflow analysis reports provide the flexibility and security you need in today's changing environment. The rules engine enables managers to set global workflow rules with client and debtor override options. The workflow analysis reports compare completed contact events to flexible parameters, tests communications for complete and accurate text chunks and more. Used together, the rules engine and the workflow analysis reports provide powerful tools to build your safe and effective collection work flow. The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

Innovation Stage: Collect Smarter: How - Explainable - AI Is Transforming the ARM Industry

5:45 PM - 6:05 PM Session Details

Artificial Intelligence (AI) and Machine Learning (ML) are driving more efficient workflows, and previously unattainable results, in many industries. But how AI algorithms make their decisions and grow smarter over time is often a mystery. In the world of third-party collections, concerns over transparency in a highly regulated business environment are creating a sense of hesitancy among ARM leaders who aren't sure whether the potential rewards of an AI-driven collections process outweigh the risks. In this presentation, Ontario Systems Sr. Director of Data Science & Product Management, will discuss explainable AI (xAI)—a breakthrough development in AI technology—and how the use of alternative data coupled with transparent algorithms is changing the industry.

Innovation Stage: Fueling Contact Center Transformation with Agent Analytics

6:15 PM - 6:35 PM Session Details

Agents are critical to contact center transformation. Today, many CX teams look at impartial agent performance data to make essential business decisions. Reports indicate that some contact centers may only evaluate 5-8% of customer-agent interactions using legacy tools. Learn how Observe.AI is helping support teams analyze 100% of customer interactions to improve agent performance and coaching in order to measurably impact the customer experience. The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

Innovation Stage: The Benefits of Using a True Omnichannel Collections Communication System

6:40 PM - 7:00 PM Session Details

The new FDCPA regulation will be enforced in October this year, and for the first time ever, debt collectors will be able to leverage the immense power of a true omnichannel collections communication system. The debt collection workflow and technical infrastructure are on the brink of a major change, one that will seek to integrate as many communication channels as possible, in search of a better recovery rate. Join us and get a taste of what it means to boost your collection efforts with the dedicated collections communication system from NobelBiz, capable of integrating various communication channels into one single working platform: Voice Calls, SMS, Facebook, Telegram, WhatsApp, Twitter, Email, Live Chat & Web Callback.As online communication will soon become an industry standard, the sooner you update your collection communication system, the better. We will look at how an omnichannel approach can influence key aspects of the entire collection process: better customer experience, uninterrupted interactions, the complete history of debtor interactions, less unintentional errors and better overall recovery rates."The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions."

Dinner with Strangers

7:00 PM - 9:00 PM Session Details

You won’t know which Las Vegas hot spot you’ll be eating at (or which ACA members you’ll be dining with, until 15 minutes before dinner time. Join the fun and suspense and sign up today—space is limited. No additional registration fee is required—you pay for your own transportation, dinner and drinks. Meet at a designated location (TBD by ACA) at 7pm for group assignments and reservations are set for 7:30pm.

Registration Open

7:00 AM - 3:45 PM Session Details

Sponsored by

Expo Open

7:00 AM - 3:45 PM Session Details

Breakfast in Expo

7:00 AM - 7:45 AM Session Details

Sponsored by

Paying in Today's World

8:00 AM - 8:50 AM Session Details

We are in a world where Cash, Check, or Charge are not enough. People live their lives using nontraditional ways to make financial transactions. These financial transactions can range from paying a bill, buying a birthday present, or splitting the tab amongst friends from that night’s dinner. Most of us use services like PayPal, Venmo, and CashApp every day but you don't see this as an option for a consumer if they want to pay their account in collections. These alternative payment channels are used to make people’s lives easier. The purpose of this session is to discuss payment methods outside of the traditional ones, discuss why they are important, walk through some examples of these being used, and discuss how to create a plan to start down this path.

Developing a Successful Call Flow Using KPIs

8:00 AM - 8:50 AM Session Details

It is quite common and we seem to all follow the same "base" when it comes to our talk off and call flows. We make sure all of the boxes are ticked when we talk to the consumer. But how do we know it is effective? How and what do we measure to determine its success? How do we know it is effective and productive? Spend the next hour discussing and learning unique ways to develop a call flow and KPIs that can be measure for success!

Legal Education: Dramatic Changes To The TCPA Landscape From Congress, The FCC, To The Supreme Court - Calling Cell Phones And Landlines May Never Be The Same (Members Only)

8:00 AM - 9:00 AM Session Details

Members Only: While some areas of TCPA litigation have quieted down over the past few years, 2021 has welcomed new challenges on various fronts for ARM industry communications. The new CFPB rules intersect with the TCPA, and a new FCC order creates a different call frequency limit and consent requirements that must be considered when making prerecorded calls to landlines. The FCC also continues to address call blocking and labeling issues, but despite some industry wins, problems still persist in this area. Carriers have also in certain instances engaged in text blocking and have created new codes of conduct related to debt collection texts that impact the industry. Moreover, the Supreme Court has been active on this front looking at TCPA issues in Barr v. AAPC and Facebook v. Duguid. In the wake of the Facebook decision, Congress is also likely to be active in TCPA policymaking. The panelists will discuss all of this and more and highlight trends and likely outcomes ARM industry participants should be preparing for this year.Sponsored by Payscout - www.payscout.com

To Err Is Human Is A Reality – Fortunately, The BFE Defense Exists Too

8:00 AM - 8:50 AM Session Details

The Bona Fide Error (BFE) defense, by definition, acknowledges that we are not perfect. We all make mistakes; even when collecting debts. Ordinarily the FDCPA imposes “strict liability” if a mistake is made. Kind of like “you broke it, you own it.” Fortunately, that’s not always the case. When Congress enacted the FDCPA, it purposely included a provision that provides a collector/collection agency with a sort of “free pass” when it comes to certain mistakes. This session will explore the BFE defense, what it entails, how it works and how to use it to defend errors if they do occur and even lessen the risk that error will ever occur. Properly documented policies and procedures are a must. Even the upcoming CFPB’s Regulation F includes certain Safe Harbors for some collection activities -- provided certain procedures are followed. Come hear the latest on cases interpreting and applying the BFE. What worked and what didn’t. Learn how to improve your Agency’s odds of winning even if a mistake does occur.

Session Break

8:50 AM - 9:20 AM Session Details

Managing Risk in a New Rules Environment

9:20 AM - 10:10 AM Session Details

In this session we will provide attendees with practical ways to identify emerging risks and how to mitigate and control those risks. Once you have a methodical approach to assessing and controlling your risks, we will tackle how you can defend your position in the event you are faced to do so in litigation or a regulator examination.

Negotiations for People Who Don't Like Negotiations: Come if You Want, No Pressure

9:20 AM - 10:10 AM Session Details

For some, when it comes to negotiations, if there’s an option to take it or leave – they would leave it.  But that’s not an option because negotiations are a required life skill.  • Discover that negotiation does not have to be based on fear and void of truthfulness. • Explore how to negotiate with respect, confidence and integrity. • Understand you can get what you want without compromising, feeling uncomfortable or threatened. • Apply the necessary spider web of skills to successfully negotiate.• Evaluate the four reactions to negotiations.• Elevate the anxiety around negotiations.

Legal Education: Choosing Your Battles: How to Effectively Fight Back when Experiencing an Upward Trend in Consumer Litigation (Members Only)

9:20 AM - 10:20 AM Session Details

Members Only: With the dust of the pandemic settling with the available vaccines, the industry continues to experience steady consumer litigation across the board. In this session, we will explore various scenarios and hot topics surrounding this trend. We will also discuss the right (and wrong) ways in which we should be approaching it. For those of us defending the industry, it is important to understand that money is money, whether it is spent on defense counsel and/or settlements. Recognizing that reality on the business side should inform and drive decision making by your defense counsel. There are many considerations when deciding why/when/how to fight or settle a specific case.

Rethinking Debt Resolution Through Personal Analytics and Artificial Intelligence

9:20 AM - 10:10 AM Session Details

This session will explore how to leverage artificial intelligence and machine learning technologies using social media and financial analytics. Transform how consumers engage with debt collectors by deploying technology that allows a consumer to resolve outstanding debt obligations on their terms, all while improving your bottom line and client satisfaction. Learn about how these technologies can be practically deployed in a collection agency in a compliant fashion and discover how to operationalize robust self-service platforms to maximize effectiveness.

Morning Break & Innovation Stage in Expo Hall

10:10 AM - 11:00 AM Session Details

Description

Sponsored by

Innovation Stage: Accelerating Agent Productivity with AI

10:25 AM - 10:45 AM Session Details

Understanding how an agent spends her day is critical to the long-term success and profitability of a debt collection agency. On average, an agent spends about 25% of their time daily in after-call wrap-up. Wrap-up is defined as time spent by an agent between the end of a call and being ready for the next call.For a collection agency, a non-automated wrap time workflow translates to an annual dead-weight cost of $10,000/agent.Activities undertaken by an agent during wrap-up, (e.g. writing call notes and dispositioning) can be fully automated with speech AI and thereby significantly improving agent productivity. Cost-saving benefits by automating agent wrap time are achieved as AI helps with the following:1. Reduce distraction for agents and lets them solely focus on interacting with borrowers2. Eliminate inaccuracies and subjectivity of a human agent writing call notes3. Improve QA review time by standardizing note-taking and dispositioning workflows The advent of modern machine learning (ML) and AI models on speech data (interactions between agents and borrowers) is the next driver of higher productivity and profitability for a collection agency. An agency with 100 collectors can save up to $1 million just by automating after-call wrap time workflows.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

Legal Education: Relax! How to Slow Play Standing Arguments (Members Only)

11:00 AM - 12:00 PM Session Details

Members Only: In 2020, several federal circuit courts issued rulings that affect the ability of consumer to bring statutory claims in federal court. These rulings have led to the dismissal of many pending lawsuits and appeals. But the unwary attorney can easily fall prey to a "win the battle, lose the war" situation. We'll tell you how to avoid that outcome and give you a glimpse into what the future may hold in light of these rulings.

Evolution or Extinction: Technology will Determine whether Collectors Thrive or Wither

11:00 AM - 11:50 AM Session Details

Anyone who does not understand technology is the central determiner in who will maximize revenues while remaining compliant is either uninformed or selling something other than technology. Attendees will learn about the new technology trends and compliance aspects related to collection platforms, electronic communications, vendor management, and other essential tenants to succeed, thrive, and survive, in an ever-changing industry that requires the use of current technology to simply keep up.

Date of Delinquency, Itemization Date, Presumptive Dates of Receipt, Validation Expiration Date, and Other Costly and Misunderstood Dates for Debt Collectors

11:00 AM - 11:50 AM Session Details

In the new world of debt collection and the CFPB's return to regulation through enforcement, the need to understand critical dates associated with various aspects of debt collection and data furnishing has never been greater. Understanding the definition of these critical dates along with the methods you must use to calculate these dates and time periods is critical to your compliance with the Fair Debt Collection Practices Act, Regulation F and even the Fair Credit Reporting Act. During this session attendees will join the presenters in a deep dive into the nuances and penalties associated with:- Date of Delinquency under the FCRA- Expiration of the FCRA's 7 year period for credit reporting accounts- Regulation F's new itemization date- Calculations and presumptions regarding dates of receipt for snail mail- Calculations and presumptions regarding dates of receipt for digital communications- Regulation F's calculation of the date the validation period begins- Regulation F's calculation of the date the validation period expires- Calculation of dates associated with the post dated check or payment notice - Calculation of Regulation F's credit reporting notice waiting period

Health Care Collections Trends

11:00 AM - 11:50 AM Session Details

Although the pandemic has disrupted healthcare in many ways unimaginable, there are some true bright spots in healthcare debt collections. Taking a more compassionate and flexible approach has paid dividends in improving some healthcare revenue cycles. In this interactive session you will learn firsthand how others are thriving. Partnering with your clients to make the best practices decisions together, will only strengthen your business relationship.

Lunch & Innovation Stage in Expo Hall

11:50 AM - 2:00 PM Session Details

Lunch Sponsored by

Innovation Stage: Two-Way SMS Communications

12:05 PM - 12:25 PM Session Details

Text messaging enables us to share brief snippets of information with a single person or a group of people. A conventional starting point for business text messaging is simple one-way alerts to customers. The natural progression from there is two-way texting as customers respond to the messages they receive from the brands. From a brand’s perspective, a two-way SMS platform is key to an omnichannel communications strategy. Brands that add the SMS channel to their communications find that customer engagement with SMS and the related costs far outperform traditional communication channels such as phone and email.The majority of customers want to have a text conversation with a business because it is simple, effective, and quick. Not only is it a less intrusive way to engage with a business, but it also takes away the embarrassment when discussing a sensitive topic. The real beauty of two-way texting is that it can benefit brands of all sizes and empower connectivity between the brand and the customer. As brands shift from simple one-way text messages to rich conversations via two-way text messaging, they will gain advantages in terms of trusted relationships with customers and deeper knowledge of customer behaviors.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

Innovation Stage: C&R Software – Simplifying Collections

12:35 PM - 12:55 PM Session Details

C&R Software is the leading provider of enterprise collection & recovery solutions. With over 35 years of industry experience our goal is to simplify collections for our customers. Collections is a complex business, with growing regulatory requirements and ever-evolving operational challenges. C&R Software’s mission is to provide systemically complex systems which simplify collections and recovery for our clients. With our flagship enterprise collection system Debt Manager, we strive to deliver solutions which are simple to deploy, implement, configure and use; enabling collections operations to drive process automation and easily adapt to change.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

Legal Education: Beyond Bona Fide Error: Emerging FDCPA Defenses (Members Only)

12:45 PM - 1:45 PM Session Details

Members Only: In this session, we will explore recent trends in defenses to FDCPA claims, how courts across the country have welcomed or rejected various defenses, and how to best position your case for an FDCPA victory. We will focus on defenses aside from the fact specific and procedures-driven bona fide error defense, and instead highlight other lesser known or often overlooked backdoor avenues for defeating FDCPA claims, including standing post-Spokeo, materiality, arbitration, Rooker-Feldman doctrine, and more. This presentation will discuss recent case law addressing the aforementioned emerging FDCPA defenses, the necessary elements of each defense, and the inherent obstacles in mounting each defense and how to overcome them. The presentation will also lay out any conflicting rulings or differing interpretations among the circuits with respect to each defense.

Innovation Stage: Transformative Technologies

1:05 PM - 1:25 PM Session Details

What's new in Speech Analytics - Specifically advanced libraries, & data analysis. Emotional and behavioral intelligence is the cornerstone to improved consumer interactions. VoizTrail by KG Hawes brings the power of behavioral science integrated with unsurpassed data analysis in our Behavioral and Decision Science Modules, and exposes hidden emotional data through agent, team, and call scoring.Closing with a word about RPA and universal data exchange tools, and how these transformative technologies can take your business to the next level.

Innovation Stage: KNOWLEDGESOURCE - Training Elevated

1:35 PM - 1:55 PM Session Details

Elevate your training to new heights with KNOWLEDGESOURCE, a platform that brings together all aspects of training needs, from compliance and job skills to internal policies and application usage. Train employees with single lessons or develop full courses with comprehensive testing. Ensure knowledge is retained with non-disruptive, continuous training questions. Discover gaps in knowledge with reporting, and have proof of learning with documentation to minimize risk.

Sales Training - Another Tool in Your Toolbelt

2:00 PM - 2:50 PM Session Details

Sales is a huge part of collections and that's why sales training should be on the top of our list to be trained to our staff! So let's get this tool in our tool belts! We are continuously selling ourselves to consumers on a daily basis of why they should pay us and not one of the other collectors calling them - BUT - are we doing this in a way that is most effective in time and in dollars collected? In this session we will dig into emphasis on words, tone of voice collectors need to use, and the art of MUSIC - the 5 things needed on every call to make it a successful call!

Legal Education: Did I Catch You at a Bad Time? How to Communicate with Consumers under Regulation F (Members Only)

2:00 PM - 3:00 PM Session Details

Members Only: This session will identify and explain the future of debt collection communications under Regulation F. You’ll hear from two attorneys who have handled hundreds of individual and class action lawsuits alleging impermissible or misleading communications explain what’s the same and what’s changing under Regulation F. This session goes beyond simply what Regulation F says and what the new world looks likes—it shows you what’s out of bounds. Watch the panel demonstrate the do’s and don’ts with real-world examples of communications gone awry. By showing the hallmarks of extreme cases, this session helps explain how agencies can navigate the grey, using the guardrails outlined by the speakers.

Building a Benchmark Group

2:00 PM - 2:50 AM Session Details

Agency owners and industry leaders who are involved in a benchmark group say it is the single best thing they have ever done for their business. Find out WHY these groups are so important, HOW to build your own group, and WHAT meetings might look like.

Understanding of Today's Legal Landscape and Preparing for What's Ahead

2:00 PM - 2:50 PM Session Details

This session will provide a quick review of our favorite legal collection defenses that we should all know and love. We will also discuss the current issues arising in our new virtual courtrooms and the COVID impacted terrain we are navigating through, with the consideration that these novel approaches may be here for good (or bad). Then a glimpse into our legal crystal ball to see where we anticipate the next wave of attacks will come from and tips on how to approach these problems.

Ice Cream Break & Innovation Stage in Expo Hall

2:50 PM - 3:45 PM Session Details

Stop by booth 319 for a sweet treat, sponsored by

Innovation Stage: Machine Learning Models: Now and the Future

3:10 PM - 3:30 PM Session Details

We will discuss models that are are available today, the near future, and in the long-term view. The significance of starting this ML journey now in order to not fall behind what peers are doing today. The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

Main Stage: ACA Huddle - Updates Live in Las Vegas

3:45 PM - 4:45 PM Session Details

ACA's popular weekly Huddle will be in-person this week at the Annual Convention. Both the Federal and State Governments are discussing and enacting legislation and regulations that will impact both collection activity and business operations of our member agencies. ACA's advocacy and compliance teams are tracking all of this activity plus the latest Hunstein update. Meet them in person and ask your burning questions in this lively discussion moderated by ACA Past President Rick Perr.

Panelists: Leah Dempsey, Andy Madden, Issa Moe, Colin Winkler, Travis Johnson, Mark Brennan


Sponsored by

Women in Collections Reception

4:45 PM - 5:45 PM Session Details

Meet with women in collections, learn about the importance of mentorship and make new connections at this reception hosted by ACA's Women in Collections Resource Council (WICRC). This reception includes a special guest appearance by Keynote Amy Vetter.

Sponsored by

Topgolf Experience

6:30 PM - 9:30 PM Session Details

Whether you are a beginner (or super beginner) advanced golfer, Topgolf provides an experience everyone can enjoy. Get your swing on and join us for a night on the 3rd level at Topgolf Las Vegas. Food and drinks will be provided.

This is a 21+ event (Required by Topgolf). Transportation is on your own to and from the venue.

Tickets for this event are $225 per person. Benefitting ACA's Political Action Committee (ACPAC) administrative fund.

Sponsored by

Registration Open

7:30 AM - 3:45 PM Session Details

Sponsored by

Awards Breakfast

7:30 AM - 8:00 AM Session Details

Join us for breakfast as we get ready to announce this year’s award winners. Breakfast will be served until 8:00 a.m.

Sponsored by

Main Stage: Awards & Keynote Amy Vetter: Business, Balance and Bliss: How B3 Method Can Transform Your Life

8:00 AM - 9:30 AM Session Details

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

Kindle the spark you desire for your career and business by aligning your authentic self and inner talents with the work you do. In Amy Vetter's keynote session, gain the inspiration and tools to create your own sense of work-life harmony, cultivate greater human connection with your customers, teams and colleagues, and practice mindfulness at work— both online and offline— for greater focus and productivity.

Keynote Sponsored by

Morning Break & Innovation Stage in Expo Hall

9:30 AM - 10:15 AM Session Details

Sponsored by

Expo Open

9:30 AM - 1:30 PM Session Details

Innovation Stage: Digital Debt Recovery in the New ARM World

9:35 AM - 9:55 AM Session Details

The new age of Digital Debt Recovery (DDR) is here now more than ever, covid era saw more consumers wanting to engage using mobile/online more than ever. Consumers want to have a true self-service tool that is adaptable to mobile devises and web, without downloading a mobile app. Knowing that 80% of all calls to an agency are initiated from a cell phone, DDR allows users to truly self serve. Consumers can login securely view all accounts, make payments/payment arrangements, communication preference consent options and electronic forms with Reg E & F consents. DDR is technology that can be used by ACA members from small and large. The DDR studio platform, puts controls at the agencies finger tips, with change management for the site, with built in email and text. DDR augments hiring additional staff, having a virtual agent 24x7x365. The DDR platform allows agencies to keep solid agents, while filling the gap for empty seats, allowing complex calls for agents, while using DDR to facilitate the hundereds of standard type of calls & payment transactions.Cost saving for an agency can be substantial, less staff, better control. The new world is Digital and we can help bridge that gap.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions

Building Strong Legislative Advocacy (Members Only)

10:15 AM - 11:05 AM Session Details

The collection industry has faced massive change due to new federal and state legislative action. Never before has it been as important to engage in local and national civil advocacy for industry. Kelsi Hamilton and Mindy Chumbley have been successfully involved in the legislative process for Washington State over the past several yes. Joining their session is ACA International's Andrew Madden. This session will will share recent case studies and tips for how to engage with lawmakers and consumer advocates in a way that promotes positive change while maintaining opportunity for industry. (Members Only)

Scaled to Fit: Reg F in Health Care Collections

10:15 AM - 11:05 AM Session Details

In this session industry veterans John Rossman, George Buck and Leslie Bender will offer practical guidance on steps to map to get you from now to the compliance deadline for Reg F with your healthcare business. This session will dive into preventive implementation projects you can plan and discuss with your healthcare clients such as these:1) timing for the itemization date you and your client will choose;2) whether or not to explore working healthcare receivables before charge off3) digital communication strategies and getting patients' consents and communication preferences at date of service

Legal Education: Enforcement by the CFPB and FTC: What You Need to Know to Prepare for the Future (Members Only)

10:15 AM - 11:15 AM Session Details

(Members Only) Enforcement actions and investigations by the Consumer Financial Protection Bureau and the Federal Trade Commission will undoubtedly increase with the new Administration. The debt collection industry is a target, for sure!Are you prepared? What can we expect? In this session, you will learn about the key players at both agencies, their philosophies, their approaches, and their expectations.Many companies believe that they won't be a target. Many companies believe their compliance management system is adequate. Many companies believe that they can manage any investigation like an audit by a client or a state. And, these believes can cause companies a lot of pain, in terms of costs and expenses, brand damage, and loss of clients.Be prepared. Ignorance is not bliss!

Bringing Conversational AI to Collections

10:15 AM - 11:05 AM Session Details

Amidst skyrocketing call volumes and agent burnout, artificial intelligence (AI) has quickly become vital to collections agencies. In this session, Steve Kusic, CEO of leading accounts receivable management (ARM) company NRA Group, and Kirby Miller from conversational AI company Interactions, will unpack how NRA Group’s AI strategy can serve as a guide for today’s forward-thinking collections firms. For NRA Group, COVID-19 and the subsequent spike in consumer debt made one thing clear: they needed to think differently about how to run their contact centers. Last year, they took a big leap of faith. NRA Group introduced a customized, AI-powered virtual assistant to automate complex and sensitive customer calls. Its new virtual collection agent was uniquely poised to increase revenue recovery, reduce operational costs, and power efficient, secure, and judgment-free transactions. Because of the virtual agent’s human touch, it’s now driving dramatic improvements in efficiency and profitability. Steve Kusic and Kirby Miller had front-row seats to this digital transformation initiative, which has had significant implications for both agents and customers. In their session, Steve and Kirby will help collections executives gain a deep understanding of the factors involved in NRA Group’s decision, the ripple effects of their technology and the lessons learned along the way.

Lunch & Innovation Stage in Expo Hall

11:15 AM - 1:30 PM Session Details

Lunch Sponsored by

Innovation Stage: Leveraging Multi-Channel Communications to Increase Collections

11:20 AM - 11:50 AM Session Details

Learn how to digitally transform collections communications with easy integration into your existing systems without major IT investments. Nordis Technologies’ demo of its Expresso® customer communications management (CCM) technology will show how this cloud-based software makes it fast, simple and effective to reach and engage customers with mail, email and texts.It lets collection companies meet customers where they are at by offering mobile, self-service and other digital options. Expresso gives collections companies the control and flexibility to cater to each customer’s preferences from mobile to mail. With just a few clicks on your keyboard, you can develop, tailor and arrange digital, mail and Certified® mail delivery of any communications. It also streamlines and automates compliance updates. You can integrate the CCM software with our ExpressoPay® electronic bill presentment and payment software to manage communications and payments from a single dashboard. With your branded portal powered by ExpressoPay, customers make payments or set up recurring payments and payment plans—all without needing to speak to a call-center rep. Gain the agility to adapt to changing regulations while improving customer experience to drive collections.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

Innovation Stage: DAKCS Predict

12:00 PM - 12:20 PM Session Details

DAKCS Predict is an AI and machine learning system designed to improve profitability by:Providing insight into clients, how they compare, and the quality of accounts you are receiving. Increasing recovery rates by helping you focus on consumers that are likely to pay. Reducing time and money spent on consumers that are less likely to pay. DAKCS Predict provides accurate predictions without credit reporting or using personal consumer information.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

Legal Education: The Power of Ten Minutes: Bite Sized Ethics (Members Only)

12:15 PM - 1:15 PM Session Details

Members Only: Five of our MAP Committee Members will each highlight in ten minutes a critical ethical topic of importance.  The final ten minutes This session will cover 5 ethics issue by five members of the MAP Steering Committee.  During the final portion of the program, members of the audience will have an opportunity to stump the panel with ethical questions or issues of import.Join us to hear these industry leading attorneys will spend 10 minutes discussing ethical issues including these:Do you want to know how important your general compliance management system is to complying with your ethical duties?  Do you wonder about your ethical duty to keep current on the risks and benefits of technology? Are you wondering about ethical concerns involving how to respond to the Hunstein case? Have you got questions about where your disciplinary body gets complaints that give rise to investigations and discipline or when Rule 11 makes sense? What are your ethical obligations to the profession to promote and support diversity, equality, and elimination of bias?  Come to this fast paced ethics presentation to learn the important ethics issues in the collection world today.

Innovation Stage: In AI we Trust: Redaction Revisited

12:30 PM - 12:50 PM Session Details

Companies spend millions of dollars every year to ensure the safety and integrity of sensitive information shared between customers and contact center agents. But, when data is mishandled, it can affect CSAT, customer loyalty, and your bottom line. This became all the more important as contact center agents transitioned to work from home models due to COVID-19. Join Interactions to learn how real-time redaction powered by AI is becoming an increasingly popular tool for protecting PII while avoiding any impact on the quality of the agent-customer conversation.The Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

Innovation Stage: When Each Contact Counts: Meeting the CFPB 7x7 with Intelligent Contact Data

1:00 PM - 1:20 PM Session Details

"The new CFPB Regulation F sets regulatory limits on the number of debt collection contact attempts and communications to seven times per each particular debt per week. More than ever, every contact must count.Unique behavioral intelligence on phones and emails allows organizations to optimize outreach attempts, maintain RPC rates, and meet CFPB regulations. Start your data strategy planning now to increase success for each contact attempt. Learn how forward-thinking organizations are using best phone/email, and the best time-of-day / day-of-week to contact each consumer, to increase effectiveness while fulfilling new regulation guidelines.In this session, Neustar will review case studies and technologies that have yielded RPC gains, including:- Best answer rates and diminishing returns across different quality phones and number of dial attempts- Phone intelligence identifying the phone number a consumer uses most- Best time-of-day/day-of-week intelligence for when each individual is most likely to answer- Verifying and appending best emails for individualsThe Innovation Stage provides bite-sized sessions in the Expo Hall showcasing industry resources and solutions.

Exhibitor Tear-Down

1:30 PM - 5:00 PM Session Details

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

Five Things You Must Do Bi-Annually to Stay on Top of Compliance

1:30 PM - 2:20 PM Session Details

The session will cover five things all agencies must do at minimum twice a year to stay on top of compliance. With new case opinions frequently being issued, do you need to change your letters, your telephone scripts? What practices will position you best for a CFPB audit? Doing these five things will reduce litigation and help you be prepared for any regulators enforcing compliance.

The Future is Now - Electronic Communications with Consumers

1:30 PM - 2:20 PM Session Details

Is your agency ready to engage with consumers electronically? The CFPB’s new Debt Collection Rule finally provides guidance for electronic communication with consumers. This presentation will address the do’s and don’ts of electronic communication under the FDCPA and the CFPB’s Debt Collection Rule. More and more consumers prefer to communicate electronically via text messages, email, or social media. Consumers also are more receptive when they can choose the method of electronic communication.Now is the time to prepare so that your agency is ready to hit the ground running. We will discuss tips for implementing new policies and procedures to help your agency develop a plan for electronic communications.

Legal Education: Regulatory Agency Enforcement Actions and Inquiries: as if Lawsuit weren't Enough! (Members Only)

1:30 PM - 2:30 PM Session Details

Members Only: An overview of the Attorney General and federal enforcement actions impacting the industry and a look inside the regulatory enforcement practice from the inside for best practices in dealing with regulators.

Session Break

2:20 PM - 2:50 PM Session Details

Call Labeling & Blocking in a post Shaken/Stir world. What to Expect Now...

2:50 PM - 3:40 PM Session Details

It’s been a month since the Shaken/Stir deadline came and went – so what happens to call labeling and call blocking now? Do you still need to be concerned about your outbound calls being labeled? Is call blocking a thing of the past? How will your outbound calling campaigns change?Find out as we explore the real-world impacts of call labeling and blocking in a post-Shaken/Stir world. Discover which Outbound Calling Strategies will be most effective going forward – and which outbound calling techniques need to be avoided. Learn what you can really expect your outbound calling campaigns to look like from here on.

After COVID Where Did They Go And How Do We Find Them?

2:50 PM - 3:40 PM Session Details

Many Consumers, financially affected by the COVID-19 Pandemic, have moved, changed jobs and faded from sight. Tracing these consumers requires special skills and knowledge. Attend this session and discover the new world of OSINT (Open Source Intelligence) a multi media methodology for collecting, analyzing and using the data accessible in publicly available sources. Effective OSINT data gathering is essential for today's professional cyber trackers and one of the biggest advantages of using OSINT is the cost which is much less expensive compared to traditional information sources and offers a much greater return on investment. In this all new and enlightening session you will learn fundamentals of open source intelligence including the basic tools and techniques that is used to gather and analyze the data.

All Aboard the Remote Onboarding Train!

2:50 PM - 3:40 PM Session Details

We all know that the first several weeks on the job of a new debt collector can prove to be a make or break experience as we onboard them and acclimate them into the industry and our companies. In this session we will discuss how you can have a rock solid plan to help you implement remote/virtual onboarding of your future staff. The pandemic has taught us to be flexible and adaptive. Whether your agency is back in office, still at home, or a mix of both, remote workers are here to stay. Maybe you no longer need to open a physical satellite office or maybe you can start to recruit from across the country now? To do so, make sure you are setting your processes up for success!

Inside Out - Recognizing Opportunities for Diversity, Equity and Inclusion in Collections-Related Communications

2:50 PM - 3:40 PM Session Details

In this session, industry veterans Brit Suttel; and Leslie Bender will discuss several case studies to view opportunities from the inside of a collection agency out to the consumers agencies serve for advancing diversity, equity and inclusion objectives within the ARM Industry. The panel’s case studies focus on communications with consumers and offer practical thoughts about how ARM companies can set the tone from the top regarding unconscious bias, accurate use of pronouns, recognizing and being open to diverse idea developments relevant to the collection process.

President's Closing Celebration

6:00 PM - 10:00 PM Session Details

Close out the convention with Magician Murray Sawchuck as we celebrate your out-going President Scott Purcell and in-coming President Kevin Baich. Emceed by Past President Roger Weiss, the night will begin with a reception and three-course dinner, installation of officers, Kevin’s vision for his year as president and more. Murray Sawchuck will wow you with his magic and is currently a headliner at Tropicana, was a semi-finalist on America’s Got Talent, has been a regular magic cast member on Pawn Stars and made appearances on Masters of Illusions, Fool Us and Brain Games. Attire: Casual.

Speakers

Greg Allen

Sr. Director, Data Science & Product Management
Ontario Systems

Presenter Details

Rozanne Andersen Esq.

Vice President, Chief Compliance Officer
Ontario Systems
Muncie, IN

Presenter Details

Jon Balon

Vice President of Products & Innovation
Wiliams & Fudge Inc.
Rocck Hill, S

Presenter Details

Michael Barnhill Esq.

Partner
Michael Best & Friedrich, LLP
Salt Lake City, Utah

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Dennis Barton III

Owner and Managing Attorney
The Barton Law Group, LLC
Chesterfield, MO

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John Bedard Jr.

Owner
Bedard Law Group, P.C.
Duluth, GA

Presenter Details

Christopher Beebe

Senior Director Product Management
Solutions By Text

Presenter Details

Leslie Bender Esq.

Senior Counsel
Clark Hill PLC
Washington, DC

Presenter Details

Eileen Bitterman Esq.

Compliance Officer
Weltman Weinberg & Reis Co, LPA
Cleveland, OH

Presenter Details

Julie Boots

Client Relations Executive
Credit Service Company, Inc.
Colorado Springs, CO

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Mark Brennan

Lead Innovation Partner
Hogan Lovells US LLP
Washington, DC

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Ron Brown

President-CEO
Collection Services International
Oklahoma City, OK

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Megan Bryant

Director of Operations and Client Support
Credit Collection Partners
Taylorville, IL

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George Buck

Accounts Receivable Management Consultant/Healthcare

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Lauren Burnette Esq.

Partner
Messer Strickler, Ltd.
Jacksonville, FL

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Melinda Chumbley

Owner-Manager
Solverity
Vancouver, WA

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June Coleman Esq.

Of Counsel
Messer Strickler, Ltd.
Chicago, IL

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Elizabeth Conklin

Director, Organizational Training and Development
State Collection Service, Inc.
Madison, WI

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Bruce Cummings

Chief Executive Officer
Freede
Austin, TX

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Leah Dempsey

VP and Senior Counsel of Federal Advocacy
ACA International
Washington, DC

Presenter Details

Aryeh Derman Esq.

General Counsel & Director of Legal Services
Harris & Harris, Ltd.
Chicago, IL

Presenter Details

Anthony DiResta Esq.

Attorney
Holland & Knight
Washington, DC

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Michelle Dove Esq.

General Counsel, Chief Compliance Officer
I.C. System, Inc.
Vadnais Heights, MN

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Chad Echols Esq.

Attorney at Law
The Echols Firm, LLC
Rock Hill, SC

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Rachel Friedman

Partner
Burr & Forman LLP
Birmingham, AL

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Michael Frost Esq.

Partner
Malone Frost Martin PLLC
Cedar Falls, IA

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Kevin Gaffer

President
ezPay365

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Dale Golden Esq.

Attorney at Law
Golden Scaz Gagain, PLLC
Tampa, FL

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Jay Gonsalves

President
Action Collection Agencies, Inc.
Middleboro, MA

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Kelsi Hamilton

Compliance Team
Dynamic Collectors, Inc.
Chehalis, WA

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Jason Hiland

Vice President of Sales
Attunely Inc.
Seattle, WA

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Jonathan Hoffmann

Partner
Balch & Bingham LLP
Birmingham, AL

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Irene Hoheusle

Vice President of Collections and Education
Account Recovery Specialists, Inc.
Wichita, KS

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Travis Johnson

Principal
1607 Strategies
Washington, DC

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David Kaminski Esq.

Partner
Carlson & Messer LLP
Los Angeles, CA

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David King

President
Number Sentry

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Jessica Klander Esq.

Shareholder
Bassford Remele
Minneapolis, MN

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Michael Klutho Esq.

Shareholder
Bassford Remele
Minneapolis, MN

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Kelli Krueger

Education Director
ACA International
Eagan, MN

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Steve Kusic

Chief Executive Officer
National Recovery Agency
Harrisburg, PA

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Pete Lee

VP of Global Sales & Alliances
Observe.AI
San Francisco, CA

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Jessica Lesser

Attorney
Maurice Wutscher
Plano, TX

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Andrew Madden

Vice President, State Government and Unit Affairs
ACA International
Washington, DC

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Xerxes Martin Esq.

Partner
Malone Frost Martin PLLC
Dallas, TX

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Michael McGuire

National Sales Executive
NobelBiz

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Mark Methenitis

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Reid Miller

Senior Account Executive
DAKCS Software Systems, Inc.
Ogden, UT

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Kirby Miller

Sales Director
Interactions
Franklin, MA

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Aaron Million

COO
Freede
Granite Shoals, TX

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Issa Moe Esq.

Vice President-Legal and General Counsel
ACA International
Eagan, MN

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Porter Morgan IV

Partner
Malone Frost Martin PLLC
Dallas, TX

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Barbara Newton

Director of Operations
Comtech Systems/ Collect! Debt Collection Software

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Katherine O'Brien Esq.

General Counsel and Chief Compliance Officer
United Holding Group
Denver, Colorado

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Naga Odedra

Sr. Client Partner
C&R Software
Fairfax, VA

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Richard Perr Esq.

Co-Managing Partner
Kaufman Dolowich Voluck
Philadelphia, PA

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Vaishali Rao

Partner
Hinshaw & Culbertson LLP
Chicago, IL

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Aaron Reiter

Director of Sales & Marketing
The InterProse Corporation
Vancouver, WA

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Christopher Rickman

President
Peak Revenue Learning

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John Rossman Esq.

Attorney at Law
Moss & Barnett
Minneapolis, MN

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Kristen Rowles

Director, Organizational Development and Training
The CBE Group, Inc.
Cedar Falls, IA

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Greg Ruffino

Director of Training
Williams and Fudge, Inc.
Rock Hill, SC

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Elizabeth Shaffer Esq.

Partner
Dinsmore & Shohl LLP
Cincinnati, OH

Presenter Details

Brit Suttell Esq.

Associate
Barron & Newburger, P.C.
Media, PA

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Brooke Teal

Director of Business Development
AACANET, INC
Columbus, OH

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Bryan Ten Broek

Vice President of Business Development
Nordis Technologies
Coral Springs, FL

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Jason Tompkins Esq.

Partner
Balch & Bingham LLP
Birmingham, AL

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Chris Von Huene

Head of Sales
Prodigal
Sunnyvale, CA

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Brian Watkins

President
Southern Oregon Credit Service, Inc.
Medford, OR

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Christopher Watson

Director of Client Success
KG Hawes
Vancouver, WA

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Jason Westigard

Sr. Director of Product Management
Interactions
Franklin, MA

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Andrew Williamson

Director of Client Services
Credit Service Company, Inc.
Colorado Springs, CO

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Nathan Willner

Government Affairs Officer
National Creditors Bar Association (NCBA)

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Colin Winkler

Corporate Counsel
ACA International
Eagan, MN

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Sara Woggerman

Owner and President
ARM Compliance Business Solutions, LLC
Pell City, AL

Presenter Details

Hotel

Caesars Palace Las Vegas is more than just a hotel. It is a royal guest experience with luxurious rooms, legendary entertainment, celebrity chef restaurants and the finest amenities. Don’t get stuck on the other side of the hotel! Book in ACA’s room block to get a room in the Palace Tower, which drops directly into the meeting space, or the Julius Tower, which is just a short walk.

 

Caesar's Palace Las Vegas

3570 Las Vegas Blvd, Las Vegas, NV 89109

Reserve Online
Room Rate Cut-Off: Friday, July 2
Room Rate: $199 plus taxes and $32 reduced resort fee

Venue Details

Sponsors

Build Your Brand with a Convention Sponsorship

Bring your brand to life and plug into the community of engaged and diverse ARM professionals attending Convention. Enhance your exhibit experience or if you’re not quite ready to join us in-person, consider keeping your company visible with a sponsorship.

Sponsored items, levels or custom packages available to meet you where you are. Email us at exhibit@acainternational.org for pricing and packages.

Download the 2021 Annual Convention & Expo prospectus here.

Thank you to the 2021 Sponsors:

Exhibitors

Exhibitor & Sponsor Prospectus

They’re Ready. You’re Ready. See you There!

It's the ACA experience you know and love, with even more energy as members gather for convention for the first time in two years. Keep your company top-of-mind by being present where credit and collection professionals will be shopping for services to help their companies succeed. Premium spaces are sold out, limited booths remain and we anticipate selling out; act quickly to reserve your space.

Safety protocols will be set in place to ensure a safe and comfortable experience, including 3' gaps between exhibit booths and wider aisles. If you are not quite ready to travel, we highly encourage you to consider a sponsorship opportunity to keep your company visible. Email us at exhibit@acainternational.org for pricing and packages.

Download the 2021 Annual Convention & Expo prospectus here.

Meet the 2021 Confirmed Exhibitors:

AARC-360

AARC-360 serves to help our clients with a complete circle (360) of Assurance, Advisory, Rick, and Compliance services. Our people experience, and collaborative approach on SOC1 and SOC2 examinations and other attestation services including HIPAA/HITRUST, PCI DSS, and GDPR assessments are what sets us apart from our competitors.

Exhibitor Details

ACA Central

Founded in 1939, ACA brings together third-party collection agencies, law firms, asset buying companies, creditors and vendor affiliates, representing more than 230,000 industry employees. ACA establishes ethical standards, produces a wide variety of products, services and publications, and articulates the value of the credit and collection industry to businesses, policymakers and consumers.

Exhibitor Details

Accelerated Data Systems, Inc.

ADS provides user friendly, collection software, called AdvantEdge, AdvantEdge is designed and continually improved by experts with 30+years in collections, has nearly unlimited customizable functions, and more reports and tools than any other collection platform. Software is a tool, and we are the swiss army knife of collection software.

Exhibitor Details

Applied Innovation, Inc.

Applied Innovation is helping to shape the future of the ARM industry. Platforms include a robust client portal, document management, payment negotiation, Regulation E electronic payment authorizations and TCPA communication authorization platforms. Partner with a company that understands your business challenges and evolves to provide cutting edge technologies to mitigate those dynamics.

Exhibitor Details

Arbeit Software

Arbeit empowers collection agencies to communicate efficiently and effectively with customers and consumers through our suite of powerful contact software.

Exhibitor Details

Attunely Inc.

Attunely is the leading provider of Machine Learning to the financial services and account receivables management ecosystems. Attunely's customized, dynamic predictive models allow your operators to leverage the most relevant, time sensitive prioritization tools to yield the highest recoveries at the most efficient cost.

Exhibitor Details

Base Commerce, LLC

Base Commerce is a Nuvei Company.Founded in 2008 and headquartered in Phoenix, AZ, Base is a leading provider of advanced payment processing solutions. Stakeholders in many areas of the payments ecosystem rely on the company’s comprehensive suite of technology and service offerings to ensure that payments are processed securely, promptly, efficiently, and cost-effectively.Base was acquired by Nuvei in 2021 and today leverages Nuvei’s global payment technology and expertise.

Exhibitor Details

BillingTree

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.

Exhibitor Details

C&R Software

C&R Software powers decisions that help people and businesses around the world prosper. As a pioneer in predictive analytics, FICO has served thousands of enterprise clients across industries for decades. FICO's portfolio includes a full suite of debt management solutions that optimize decisions, enable omni-channel communications, and drive smarter collections.

Exhibitor Details

Collect! Credit & Debt Collection Software

From start-up to enterprise, Collect! provides first and third party collectors with all the flexibility they need to set up their optimal workflow. Available in cloud or premise, Collect1!'s options, automations, modules, integrations and utilities scale while retaining customizations. New Report Generator, revised Dashboard, compliance tools in 2021.

Exhibitor Details

CompuMail

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 provide mailing and communication (email/text) services with a real-time portal to meet your management and oversight needs across the Accounts Receivables and Healthcare industries.

Exhibitor Details

CSS, Inc.

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.

Exhibitor Details

DAKCS Software

DAKCS help Debt Collection companies be more successful by increasing your capacity to work more accounts efficiently, and help you keep your clients informed of results. Reducing the stress in making sure accounts are worked in a compliant manner, and reducing the cost and overhead because we take care of the technology so you can focus on collecting.

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 delivers a TCPA-compliant omni-channel contact center platform highly tuned to each client's unique needs. We develop real-time data integrations that enable automated campaign management better compliance and improved agent productivity. Our platform includes IVR, PBX and speech analytics deployable as a cloud or premise solution.

Exhibitor Details

Enformion

Enformion is an industry pioneer and expert in the data technology industry. Launched in 2000 by the creators of a leading Data asa Service (DaaS) business to consumer public records provider. Enformion provides data and intelligence to government and commercial organizations, with more than 6,000 data sources and 120 billion records. We harness billions of public and proprietary data records to provide accurate, up-to-date information, building out the most comprehensive profile about individuals in the United States.

Exhibitor Details

ezPay365

ezPay365 a payment solutions provider and Digital Debt Recovery platform for ACA members. With 25 years ARM experience, we specialize in the card processing, ACH and assisting you with less expensive account recovery. Our Digital Debt Recovery mobile platform is your 24x7 collector, allowing consumers to review account(s), make payments, consent messaging for RegE/communication preferences, and additional communications. The platform has a built-in multi-channel communication for Text Messaging and email allowing you to communicate with consumers.

Exhibitor Details

Genesys

Latitude by Genesys is a collection software designed to handle all phases of the debt lifecycle. It powers highly efficient collections processes, drives compliance and maximizes recovery – from early stage delinquency through post-charge-off and agency placement. With Latitude, business analysts can collaborate with operations to create business logic and executable workflows. And now Latitude has pre-built integrations to Genesys Cloud CX – the omnichannel inbound and outbound contact center that creditors & collection agencies need in today’s heavily regulated world. Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries.

Exhibitor Details

Hatteras FocusOne

FocusOne is a division of Hatteras, Inc., a WBENC certified woman-owned full-service design, data, print, mail & electronic communication delivery. We operate in more than 80,000 sqft of production space to produce and mail over 8 million unique variable mail pieces per month for the financial healthcare and public sectors.

Exhibitor Details

Innovis

Innovis provides industry leading fraud prevention tools and credit attributes. Our collection solutions consistently outperform competitors in head-to-head test at collection agencies, skip specialists, return mail processors, and collection departments of major lenders.

Exhibitor Details

Intelligent Contacts, Inc

Intelligent Contacts provides cloud-based omnichannel contact center software and PCI - certified payment solutions for the accounts receivable industry. Compliance focused and analytics powered, our Hosted Contact Center and Intelligent Portals deliver the personalized automated, and fully-mobile convenience businesses and consumers want when communicating (voice, email, text, chat) or paying a bill on their own schedule.

Exhibitor Details

Interactions

Interactions provides Intelligent Virtual Assistants that seamlessly assimilate conversational AI and human understanding to enable businesses to engage with their customers in highly productive and satisfying conversations. With flexible products and solutions designed to meet the growing demand for unified, omnichannel customer care, Interactions is delivering unprecedented improvements in the customer experience and significant cost savings for some of the largest brands in the world.

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

InterProse

InterProse is the software provider of ACE, a modem, web-based, open-architecture debt recovery software platform. ACE customers inherit their compliance audits, benefit from real-time data and document backups, enjoy monthly updates and upgrades, integrate their favorite technologies, rest easy with included support services, and much, much more.

Exhibitor Details

KG Hawes

KG Hawes is a technology company that focuses on delivering Software & IT Security Services to the Financial Services, Government, and Healthcare Markets.

Exhibitor Details

LocateSmarter, LLC

LocateSmarter provides comprehensive data solutions to support its clients in the accounts receivable management industry. Whether you need updated contact information, compliance scrubs or scoring solutions, LocateSmarter offers data to help your business succeed.

Exhibitor Details

Matrix Imaging Solutions, Inc.

Matrix is a proud NY based 30-year ARM industry partner with additional TX and MD production facilities. We provide a secure omni-channel platform where our client's transactional communications are delivered across multiple delivery channels based upon their unique consumer preferences and collection strategies. Our technology-driven and online portal solutions enable our ARM clients to care for and engage consumers across all generations.

Exhibitor Details

MicroBilt Corporation

MicroBilt has been helping business assess and manage risk for over 35 years. MicroBilt delivers a complete suite of data products that support the entire finance process, from loan originations and background checks to fraud detection, collections, and regulatory compliance.

Exhibitor Details

Neustar, Inc.

Neustar's authoritative consumer identity intelligence enable [brands] to mitigate fraud and compliance risk, boost contact center efficiency, improve the consumer experience, and increase revenue across the enterprise.

Exhibitor Details

NobelBiz

NobelBiz is a Contact Center Technology company that provides all-in-one solutions for call centers around the world. From carrier services to omnichannel software solutions. NobelBiz is your one-stop-shop for everything you need to get your contact center up and running.

Exhibitor Details

Nordis Technologies

Nordis Technologies is a leader and innovator in providing technology solutions to solve customer communications management and payment challenges. With Nordis' paten pending, 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 delivers an end-to-end solution, with state-of-the-art document delivery systems, workflow management and digital transformation solutions for communications and payments.

Exhibitor Details

North American Recovery

North American Recovery is a national debt collection agency founded in 1993 and headquartered in Salt Lake City, UT. We specialize in providing a one-stop forwarding solution for any collection agency, any type of account, and any balance. We offer a fair and simple commission structure, supported by a nationwide legal, recovery model where WE ADVANCE ALL LEGAL FEES. Stop by our booth or call Dave @ 801-231-3742, Bryton @ 801-741-8975 or Anthony @ 801-741-8972.

Exhibitor Details

NPC, Inc.

Streamline and automate your collection letter processes with a single-source Print & Mail Letter solution so you can focus on maximizing revenue recovery for your clients. NPC works with large original, 1st party, and 3rd parity creditors throughout the receivables communication lifecycle, saving valuable time and money, all while helping maintain 100% compliance.

Exhibitor Details

Observe.AI

Observe.AI, a leader in Contact Center AI, transforms customer experiences and improves agent performance by helping top brands analyze 100% of interactions, extract actionable sentiment and interaction insights, and streamline workflows.

Exhibitor Details

Ontario Systems

Ontario Systems provides enterprise-level technologies that streamline and accelerate revenue recovery for clients in the ARM market. Discover the industry's only collections ecosystem with AI-driven workflow, embedded payments, best-in-class compliance, and omnichannel consumer engagement.

Exhibitor Details

Palinode

Palinode offers compliance and productivity software to assist data furnishers with consumer disputes and Metro2 reporting. Sonnet transforms processing performance by automating e-OSCAR and direct dispute workflows, reinforcing company policies and procedures and procedures and supporting compliance with the CFPB regulations for "reasonable investigation."

Exhibitor Details

Pay N Seconds

It's your business, your money, your choice. Absorb all the payment processing cost, share some with your debtors or have Pay N Seconds charge the debtors and eliminate your payment processing expenses. Start paying nothing for payment processing today!

Exhibitor Details

Payment Savvy

Since 2010, Payment Savvy's innovative All-In-Done payment suite has provided agencies across the country with cost-effective and compliant merchant solutions. From our often imitated Fee-Free Payments to our fully-integrated payment platform, expect the best when it comes to your agency's processing. Ready for a better way? Come meet your new payment partner today!

Exhibitor Details

Paymentus

Paymentus is the premier provider of electronic bill presentment and payment services for more than 1300 clients leading the Insurance, Telecom, Utility, Consumer Finance, Health and Government industries. Our platform provides a unified customer bill-pay experience that includes online, mobile, IVR, text, kiosk, and agent-assisted channels, and customer communication options.

Exhibitor Details

PaymentVision

PaymentVision provides a full suite of collection industry payment processing solutions available to accept payments 24/7. We provide the best software that allows your collection agency to manage billing and process payments online, by phone, through mobile device, interactive voice response (IVR) or in-person. Your agency can accept payments anywhere and at any time without extra staffing.

Exhibitor Details

Payscout LLC

Payscout is a global payment technology company with acquiring solutions in the United States, Chine, Brazil, and the European Union. Payscout's Paywire platform features integrated payment processing and the ARM Industry's only fully-compliant Convenience Fee solution.

Exhibitor Details

Peacock Consulting, LLC

Peacock continues to provide Blueprint Quality Management System Certification consulting and management products. Visit us to learn about our newest monitoring and auditing product Evince. A completely customizable addition to CastIMS, Evince is designed to assist you with any kind of audit or monitoring activity.

Exhibitor Details

Peak Revenue Learning

KNOWLEDGESOURCE is a training platform that brings together all aspects of your training needs, from compliance and job skills to internal policies and application usage. Train your employees with single lessons or develop full courses with comprehensive testing. Ensure knowledge is retained with non-disruptive, continuous training questions. Discover gaps in knowledge with reporting, and have proof of learning with documentation to minimize risk.

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Phin Solutions

Phin Solutions is a national information services company specializing in Bankruptcy and Deceased Notification services, Bankruptcy proof of claim filing services and active duty military verification services. We offer a number of services and solutions to help organizations identify and manage their bankrupt and deceased accounts within their portfolios. Whether in-house behind your firewall using our Vigilant-CMS℠ software or from our secure data center, we provide clients a secure environment while delivering complete and timely bankruptcy and deceased information. We also set up and provide clients access to the Bankruptcy courts EBN service. This greatly reduces the cost of information while reducing the paper handling within your organization. In addition to Bankruptcy and Deceased notification services we also offer skip tracing services to provide a complete one stop solution for our clients.

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Postal Source

Postal Source provides solutions and technology to support the production of critical business communications including letters generated for debt collection purposes. Out subscription model provides an all-inclusive option to bringing the production of letters back in-house for companies looking to maintain compliance and assure chain of custody.

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Prodigal

Prodigal is a pioneer of Collection Intelligence, a new category of AI software that enables lenders, debt buyers, and collection agencies to quickly and efficiently collect accounts receivables.Prodigal's cloud-native Collection Intelligence platform delivers actionable insights for collection businesses that maximize revenue, optimize operations, and minimize compliance risk.

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Provana

When you have a partner focused on performance, you can dedicate your energy to growth. We provide knowledge, guidance and direction to help you achieve sustainable profitability. Identifying ways to optimize your business, we provide affordable access to an ideal workforce and intelligent platforms that streamline processes and maximize productivity.

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Quadient, Inc.

Quadient is the driving force behind the world's most meaningful customer experiences. By focusing on Intelligent Communication Automation, Mail Related Solutions and Parcel Locker Solutions, Quadient helps hundreds of thousands of customers worldwide simplify the connection between people and what matters.

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Receivables Management Association International

Receivables Management Association International is the nonprofit trade association representing more than 570 companies that support the purchase, sale and collection of performing and nonperforming receivables on the secondary market. Ask us about membership, certification & advocacy. Save the date for the RMAI Atlanta Regional Event 9/27-28/21 and our Annual Conference 2/7-10/22.

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Renkim Corporation

Founded in 1982, Renkim Is a 100% employee-owned consumer communications company specializing in the production and distribution of various types of messaging. Through traditional print/mail and electronic bill presentment, our team of 135 employee-shareholders will ensure that your communication reaches its intended audience in the designated timeframe. With client-partners in the Utility, Healthcare, Marketing, Financial, and Automotive industries, Renkim has 35+ years of experience in helping build custom communication solutions.

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REPAY

REPAY offers omnichannel payment services wrapped up in the most secure and advanced technology on the market. Our payment technology is specifically tailored to the needs of the Billing, Collections and Accounts Receivable environments. By providing integrated, real-time credit/debit card and electronic check (ACH) payment solutions, we will help you collect more payments in less time with less manual effort.

Exhibitor Details

RevSpring

RevSpring is a high-growth technology services organization that provides intelligent communications and payment solutions to over 2,000 leading accounts receivables management companies, credit grantors, healthcare providers, and healthcare technology companies throughout North America. RevSpring enables its customers to deliver personalized financial communication through print, email, text, voice and web channels.

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RNN Group

RNN Group is a trusted and strategic partner for procuring verified and accurate data, national portfolio monitoring and innovative SaaS solutions to deliver control, consistency and visibility across national portfolio networks.

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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.

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SndRight

SndRight is a TCPA-compliant peer-to-peer texting solution changing the way the industry is collecting debts. Data tells us that text messages boost 12 times the conversion rate of emails and that 90% of text messages are read within 5 minutes, making texts a message that customers are actually reading.

Exhibitor Details

Solutions By Text

Solutions by Text is a Premiere Partner of ACA, whose primary focus is delivering critical information in an SMS format Worldwide. SBT has proprietary software designed to adhere to regulations. For over 25 years, SBT has partnered with a variety of organizations in multiple industries to design/implement diverse SMS solutions.

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SuccessKPI

SuccessKPI is a pure SaaS analytics platform for cloud-based contact centers. Customers can get started in minutes to transform operational performance on cloud CCaaS platforms and improve their CX with actionable analytics. Through the power of the cloud and AI, the SuccessKPI serverless platform offers contact center teams and business executives a 360-degree view of the contact center across all channels, including voice, text, chat, SMS and email.

Exhibitor Details

TCN, Inc.

TCN is a global provider of a comprehensive, cloud-based call center platform for enterprises, contact centers, business process outsourcing firms (BPOs) and collection agencies. Founded in 1999, TCN combines a deep understanding of the needs of call centers with a unique approach to pricing - no contracts, monthly minimums of maintenance fees - that supports rapid scaling and instant flexibility to changing business needs. TCN's contact center platform, TCN Operator, features a holistic set of easy-to-use, automated agent tools and advanced apps for omnichannel communications, workforce engagement, compliance & data management, integration & automation, intelligence, reporting & analytics and collaboration & accessibility. It's suite of compliance tools helps businesses meet the requirements of the Telephone Consumer Protection Act (TCPA) and other state and federal regulations, including new and updated debt collection rules issued by the Consumer Financial Protection Bureau. TCN's secure platform integrates seamlessly with leading APIs and is accessible to agents with visual impairments. TCN is trusted by Fortune 500 companies and enterprises of all sizes in multiple industries in many countries. For more information, visit https://www.tcn.com and follow on Twitter @tcn.

Exhibitor Details

TEC Services Group, Inc.

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.

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Techno Brain BPO Ites Limited

Techno Brain BPO ITES, part of the larger Techno Brain Group, offers a comprehensive suite of Debt Collection and Revenue cycle management services, CRM, Back office and Digital services. With our seamless, secure and efficient services, we help organization reduce their cost of operations in a controlled environment.

Exhibitor Details

Telrock Systems

Telrock is a global technology provider of modern cloud-based collections software built new from the ground-up for creditors and 3rd party consumer collections organizations. Telrock leverages open sourced technology, powerful cloud computing, and more intelligent designs to provide the broadest and richest set of Software as a Service capabilities.

Exhibitor Details

Text Request

Text Request is a business texting platform that helps you connect with clients to increase collections while saving time and money. Our platform is team-friendly with all the security and custom permissions you need to run an effective, compliant debt collection agency. Book a demo to talk through your communication challenges and see Text Request in action at www.textrequest.com.

Exhibitor Details

The Intelitech Group

Intelitech is a premier analytics & consulting provider for the ARM industry who provides consulting and technology solutions to help collection professionals work smarter using practical tools and extensive knowledge to help measure, analyze and implement results-oriented solutions.

Exhibitor Details

Vasion

Collection firms have used Vasion's software for over a decade to ensure compliance in their collection correspondence and content management. Vasion also empowers organizations to increase accountability and scale their business processes with end-to-end digital workflows that connect capture, e-forms, electronic signatures cloud storage, powerful automation.

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. This creates the influx of inbound phone calls responding to DirectDrop Voicemails. New clients can be up and running in two business days.

Exhibitor Details

WebRecon LLC

WebRecon identifies Professional Plaintiffs, Serial Litigants, and Frequent Filers lurking 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

    COVID-19 Safety Protocols

    Updated July 22, 2021 - Check back often for updates.

    A safe and comfortable experience at ACA International’s (“ACA”) 2021 Annual Convention and Expo (“Convention”) is a top priority for ACA as we plan for your arrival at Caesars Palace Las Vegas in July. We have prepared these COVID-19 Safety Protocols with the health, safety and enjoyment of attendees in mind.  However, given the evolving nature of the vaccine rollout, as well as 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.  

    These safety protocols are fluid and based on local, state and federal recommendations and mandates. Please check back in periodically so you are aware of the safety protocols you will be expected to follow while attending the event.

    By attending ACA’s Convention, you and anyone travelling with you agree to follow the safety protocols set in place by ACA and Caesars Palace Las Vegas, including those stated here and onsite at the event. ACA and Caesars Palace reserve the right to ask any attendee or guest to leave the event and hotel premises at any time in the event of a suspected COVID-19 infection, exposure or symptoms.

    CITY - Vegas Smart

    From the City of Las Vegas: Vegas Smart is about being mindful of your surroundings and thoughtful of others: keeping your distance, wearing face coverings, and washing your hands. After all, Las Vegas is doing everything it can to be smart so you can stay healthy and have fun. So, please, we need you to be smart as well.  

    Due to the increasing COVID-19 cases in Las Vegas, the Southern Nevada Health District is now "recommending both unvaccinated and vaccinated people wear masks in crowded indoor public places where they may have direct contact with others who are not fully vaccinated..

    HOTEL - Venue & Accommodations

    Our host venue, Caesars Palace Las Vegas, a Caesars Entertainment property, released their Health and Safety Protocols that provide in-depth details on how they facilitate a safe, secure and healthy environment onsite for all participants, both in terms of the ACA Convention and hotel room accommodations.

    ACA - Convention On-site COVID-19 Safety

    Masks

    • Due to the increasing COVID-19 cases in Las Vegas, the Southern Nevada Health District (SNHD) is now "recommending both unvaccinated and vaccinated people wear masks in crowded indoor public places where they may have direct contact with others who are not fully vaccinated.
    • Mask protocol will follow SNHD and CDC guidelines.
    • A mask will be provided in each attende bag by ACA or you may bring your own.

    Hand Sanitizer

    • Individual bottles of hand sanitizer will be provided in each attendee bag by ACA.
    • Hand sanitizer stations will be positioned throughout the meeting space.

    Meals, Sessions, Expo Hall

    • Meals: food and beverage service guidelines to reduce risks.
    • Sessions: seating to meet local requirements. Audience microphones will not be passed around the room.
    • Expo Hall: 3-foot gaps between exhibit booths and wider aisles of 12 feet and 15 feet.

    PARTICIPANTS - 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 ACA’s Convention.  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 before attending Convention. 

    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 ACA’s Convention, 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 hotel staff will work with you to determine whether and when it may be appropriate for you to return to event activities.

    TRAVEL - TSA & Airlines

    Before you travel, please take time to also understand the protocols put in place by the Transportation Security Administration (TSA) and the major airlines:

    Alaska Airlines
    American Airlines
    Delta Airlines
    Frontier Airlines
    JetBlue
    Southwest Airlines
    Sun Country

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