1:00 PM - 8:00 PM

Add to your IGNITE experience by registering for ACA's Level Up Leadership Experience. Learn more at https://www.acainternational.org/events/level-up-leadership-experience-2023/. Those registered for IGNITE will receive the special discounted rates of $499 for members or $939 for nonmembers. Seats are limited. 

7:45 AM - 3:00 PM

Add to your IGNITE experience by registering for ACA's Level Up Leadership Experience. Learn more at https://www.acainternational.org/events/level-up-leadership-experience-2023/. Those registered for IGNITE will receive the special discounted rates of $765 for members or $875 for nonmembers. Seats are limited. 

2:00 PM - 4:00 PM

2:00 PM - 6:00 PM

Sponsored by:

4:00 PM - 5:00 PM

IGNITE is packed with education, networking and fellow attendee engagement on top of all that Vegas has to offer. There's much to do and while the secret to finding more time in a day still a mystery, get a jump start on your to-dos and explore the Expo Hall during the Preview hours.

5:00 PM - 7:00 PM

The official opening of the Expo Hall is a can't miss event! Be sure to start your IGNITE experience off with friends, colleagues, and new acquaintances at the Welcome Reception.

8:00 AM - 9:00 AM

Jump start your day with coffee, a quick bite and a conversation with leading industry solutions providers.

8:00 AM - 4:00 PM

9:00 AM - 10:00 AM

Embark on a visionary journey into the future of the ARM industry. During this session, we will focus exclusively on what the future may hold for this evolving industry. From innovative advancements to potential challenges, as a group, we will delve into the exciting possibilities that lie ahead.

10:00 AM - 10:45 AM

Need a coffee refill? Swing in for a morning snack in the Expo Hall!

Sponsored by:

10:45 AM - 11:45 AM

Attention ARM industry professionals: Are you struggling to balance the rising business costs with the fees that clients are willing to pay? Are regulatory compliance measures like Reg F and safeguard rules taking a toll on your bottom line? Have the economic challenges of the COVID-19 recession made it harder for consumers to pay their debts?

If you're a leader or owner of a collection agency or an ARM industry professional, this session is for you. We will address the challenges of managing a collection agency in today's market, including the rising cost of operations, the impact of regulatory compliance measures on fees, and the difficulties of collecting debts in a recessionary economy.

Throughout the session, you'll learn valuable skills and techniques for staying competitive and successful in today's market, including:

• Strategies for managing rising costs and maintaining profitability

• Tips for increasing collectability and securing higher fees from clients

• Best practices for maximizing efficiency and streamlining operations

• Techniques for effectively navigating the challenges of regulatory compliance and recessionary economic conditions

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Compliance, C-Suite/Senior Management, Finance

10:45 AM - 11:45 AM

In this presentation, we will walk you through real-world examples like the recent Southwest Airlines debacle, health care, and ARM industry case studies to explore the concept of technical debt. By comparing the fictional "what if" journey of a company that invested in IT with the real-life example of Southwest Airlines and others, we will demonstrate the importance of treating IT as an investment rather than an expense. This session will showcase a comprehensive IT solution's positive impact on a company's operations and security. Conversely, we will also highlight the negative consequences of neglecting IT investment. By the end of this presentation, attendees will have a strong understanding of the scope of information technology and the benefit of investing in IT.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Information Technology, C-Suite/Management, Operations

10:45 AM - 11:45 AM

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

This session will help you:

•    Understand communication involving words not being said, tone, and body language

•    Exhibit active listening during communications to interpret responses 

•    Respond appropriately with proper intent

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss :C-Suite/Management, Human Resources, Supervisor/Manager, Training

11:45 AM - 12:45 PM

12:45 PM - 1:45 PM

In this interactive tabletop exercise, attendees will have the opportunity to practice responding to an FTC audit on the Safeguards Rule, which requires collection agencies to protect consumer data and prevent unauthorized access.

Divided into small groups, attendees will be assigned a specific area of focus and given a set of mock audit questions or scenarios related to their area of focus. They will have the chance to discuss and brainstorm responses to these questions or scenarios, considering the specific measures and procedures that they have in place to comply with the Safeguards Rule.

Through this exercise, attendees will gain valuable experience responding to an FTC audit and will identify any potential areas for improvement in their data security and consumer protection practices.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Compliance, C-Suite/Management, Data/Analytics, Supervisor/Manager

12:45 PM - 1:45 PM

Debt buying is a natural fit for collection agencies. In a constantly changing environment, being your own client by purchasing accounts can add stability to your organization. This session will talk about the basics of debt buying including how to get set up to purchase accounts, how to find portfolios to purchase and how debt buyers are able to leverage financing to maximize their purchasing power.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: C-Suite/Management, Accounting/Finances, Analytics/Data

12:45 PM - 1:45 PM

In a competitive marketplace, giving your business a boost is a must. While improvements in processes and technology are often pursued to make a business better and smarter, one overlooked lever businesses can pull a focus on is people—more specifically, a focus on diversity. A 2015 McKinsey report found that companies who were in the top quartile for gender diversity were 15% more likely to have financial returns above their industry mean, and companies who were in the top quartile for ethnic and racial diversity in management were 35% more likely to have financial returns above their industry mean. Join us as we explore how diversity and inclusion may be a lever your business can pull to boost your business, specifically in recruiting. Attendees will leave with a better understanding of how diversity and inclusion is a vital tool for recruiting. This session will provide you with practical tips and ideas for how to incorporate diversity and inclusion into your current recruiting practices, including:

1.    Bringing awareness of the benefits diversity and inclusion has on an organization. There is academic published research on this topic which we will share. 
2.    Providing tangible and easy-to-implement ideas for how organizations can incorporate diversity and inclusion in their recruiting and retention of talent (i.e., employees).
3.    Raising awareness of the 2022 CFPB Report on Diversity and Inclusion within Financial Services and the recommendations the CFPB made regarding recruiting.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Chief Compliance Officer, C-Suite/Management, Human Resource, Operations, Diversity & Inclusion

2:00 PM - 3:00 PM

You face significant challenges in navigating laws and regulations that may be ambiguous or have assumed behaviors in today's complex and constantly evolving regulatory landscape. This course is designed to help you understand how to effectively manage compliance risk in such an environment. Through a combination of lecture, discussions and interactive exercises, you will discover How to adopt a risk management mindset that helps identify and assess potential obstacles and implement controls and processes into your Compliance Management System.
This course will provide you with:
1.         An overview of the regulatory landscape and the challenges of complying with laws and regulations that have assumed behaviors or are not specifically defined
2.         A review of past cases with rulings based on assumed behaviors or ambiguous definitions.
3.         A discussion of the regulatory landscape and how to build a compliance management system that predicts the unpredictable.
4.         An opportunity to brainstorm with your peers to identify potential risks and opportunities in the future and develop strategies for managing them.
By the end of the course, you will be equipped with the tools and knowledge to ensure you understand the importance of having a proactively robust compliance management system.

Join this session to gain the knowledge and skills necessary to create a compliance management system that is prepared for any challenge and ensures you are ready for the unpredictable.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Compliance

2:00 PM - 3:00 PM

Digital Debt Recovery: How to Effectively Communicate with Consumers and Stay Compliant in The Digital Age.

By the end of this session, you'll have the skills and knowledge you need to communicate effectively with debtors and stay compliant in the digital age. Don't miss out on the opportunity to modernize your debt recovery process.

Session objectives

• Understand the latest trends and statistics in digital communication in debt recovery, including the increasing use of omni-channel solutions.
• Learn how to effectively communicate with debtors through affordable digital channels, such as email, text messaging and online portals.
• Master the skills and techniques needed to navigate these channels while maintaining compliance with industry regulations.
• Develop a deep understanding of how to leverage digital communication tools to resolve outstanding debts and improve the overall efficiency of the debt recovery process.

By the end of this session, you'll have the skills and knowledge you need to communicate effectively with debtors and stay compliant in the digital age. Don't miss out on this opportunity to modernize your debt recovery process.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Compliance, Information Technology, C-Suite/Management

2:00 PM - 3:00 PM

Are you looking to take your sales skills to the next level? Want to learn how to effectively persuade and build stronger relationships with your clients? Then this session is for you!

In "Elevate Your Persuasion Skills," you'll explore the different types of selling and learn how to apply them in any context. This session will cover:

• Data-driven selling, where you'll learn how to use data and analytics to form sales strategies and decisions.

• Strategic selling, a holistic approach to sales that involves understanding a customer's needs and aligning them with the company's offerings. 

• Solution selling, a customer-centric approach that involves understanding a customer's problems and offer tailored solutions.

• Consultative selling, a method of selling that involves collaborating with customers to understand their needs and create customized solutions.

By the end of this session, you'll have a deep understanding of the various selling types and know how to effectively persuade and build lasting relationships with your clients. Don't miss out on this opportunity to elevate your persuasion skills.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Analytics/Data, Collector, Supervisor/Manager, Operations, Sales

3:00 PM - 3:45 PM

Stop by the Expo Hall for an afternoon pick-me-up while connecting with exhibitors.

Sponsored by:

3:45 PM - 5:30 PM

3:45 PM - 4:45 PM

Here’s a challenge: In detail, explain what happens to a debtor when you get a call from a debt collector… in 15 seconds. It might not be as easy as it seems, even as an industry expert. With the social platform TikTok having become a global phenomenon, it's no surprise that we have seen many industries adopt this platform as a way to share information with its audience. From far away, TikTok seems like an innocent app promoting the best bath bombs, trending dance challenges, and viral charcuterie boards—but don’t let this 15-second video app fool you. Forty percent of its users are Gen Zers, and they are using TikTok for financial advice making #FinTok (Financial TikTok) one of the most popular sub-genres of content on the app.

In this current society, everyone can claim to be an expert, and that’s a trend we are seeing on the side of FinTok: regular people becoming TikTok “advisors,” sharing their “expert knowledge” on “How To Get Rid of a Debt Collector.” Every FinTok video has one thing in common: a person claiming they can solve an individual's debt by doing a simple step. That’s it—no real information on the process of collecting debt, whom to contact, or why this is happening. Some videos inform their audience that reporting a debt collector will give them money. Unfortunately, this trend is not slowing down, and with the economy fluctuating, FinTok is becoming more famous than ever.

Attending this session will allow you to learn about the most current trends being advertised on FinTok, like the snowball/avalanche method, how to prepare your collectors for the iconic “I saw on TikTok that…” and how to stay ahead of the viral trends.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Collector, Supervisor/Manager, Training

3:45 PM - 4:45 PM

This session will cover concepts and practices related to anticipating recoveries, evaluating performance and adjusting expectations.

In this session, we'll delve into building a forecast model for the debt collection industry. Discover the best tools and strategies that allow collection agencies to predict and measure their performance. Dive into the benefits of using scorecards to assess the effectiveness of different collection strategies and identify areas for improvement. Understand the importance of using history to inform current and future actions. Learn about things that can affect your forecast model and how you can adjust. We will discuss batch reporting, learn how to use batch reports to track key performance indicators (KPIs), and identify trends or patterns in data.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Analytics/Data, C-Suite/Management

3:45 PM - 4:45 PM

Ever wondered when you should text versus email, call or send a letter? How can you best track how each outreach method is working and when to make changes? How do you know that you are spending your money on the right outreach?

The myriad communication options today can be overwhelming and confusing when trying to incorporate them into your workflow. Knowing how each option works and how various consumer types are responding is key to driving revenue and reducing costs. If you are like most and are working through these decisions, this is the session for you.

Attendees will learn how to:

• Determine what technology will bring the biggest bang for your buck.

• Evaluate performance and results.

• Boil down all options to a single workflow.

You will also receive a checklist to help guide discussions and decisions when you return to your office—a great starting point to help you drive future success.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Analytics/Data, Collection Floor Leadership, Collector, Information Technology, supervisor/Manager.

5:00 PM - 6:00 PM

All are welcome. RSVP when you register for IGNITE.

Sponsored by:

9:00 PM - 10:30 PM

Benefitting the ACPAC Administrative Fund. Additional fees apply.

Hosted by:

Ready for a Sweet 16 Free Throw Contest? In celebration of March Madness, wear your favorite college gear (either your alma mater or a favorite NCAA team) and stop by for a night cap and games with ACPAC. Beer, wine and appetizers will be hosted, with additional beverages available for purchase. Tickets for this event are $65 per person. Supported by TCN and Williams and Fudge, Inc.. 

Sponsorships are available starting at $500.

For more information about ACPAC, contact Travis Snyder, PAC Director, at [email protected]org.

8:00 AM - 8:30 AM

8:00 AM - 10:00 AM

Sponsored by:

8:30 AM - 9:30 AM

This course is designed for managers and owners of debt collection agencies who are considering hiring offshore employees to expand their operations. The course will cover best practices for successful offshore hiring, including:

• The benefits and challenges of hiring offshore employees.
• How to identify the right offshore locations and talent pools.
• Legal and compliance issues related to offshore hiring.
• Important communication and cultural differences.
• Strategies for onboarding and managing offshore employees remotely.

Throughout the course, participants will learn from expert insights and will have the opportunity to ask questions. The goal of the course is to provide a comprehensive overview of the process and overall experience of hiring offshore employees in the debt collection industry.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: C-Suite/Management, Human Resources, Operations, Supervisor/Manager, Attorney/Legal

8:30 AM - 9:30 AM

Federal and state governmental investigations, audits, examinations, and inquiries cannot be ignored. They can permanently damage the reputation, brand, and operations of your business. And debt collection and accounts receivable management is a target of the government -- especially with this administration and aggressive approach. Therefore, ignorance is not bliss, and you must be aware of the dynamics of governmental investigations, how to prepare before they come knocking at the door and understand how to successfully manage any investigation that can arise.

This session is designed to give you this knowledge and insights. Having been involved in dozens of CFPB, FTC, and state AG inquiries, we will give you case studies where investigations have been closed and solutions for overcoming the threats presented by the regulators and law enforcement officials. The session will be invaluable for senior management, compliance officials, sales and marketing personnel, and collectors.

1. Knowledge and insights into CFPB, FTC, and state AG inquiries.

2. Strategies for success in managing these inquiries.

3. Identifying the teams in your company responsible for preparing for these inquiries, and what outcomes are needed to ensure success.

4. Outlining the type of compliance management system you need to satisfy the expectations of the regulators.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Advocacy, Attorney, Chief Compliance Officer, Compliance, C-Suite/Senior Management,

8:30 AM - 9:30 AM

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

Topics covered will include:

1: Texting and Emailing Consumers

Discuss the best practices for engaging consumers via text and email. They will cover topics such as building an effective email list, crafting clear and concise messages, and adhering to legal guidelines.

2: Selecting a New Collection System

Explain the process of selecting a new collection system and the advantages and disadvantages of different systems. They will discuss topics such as scalability, cost, and integration with other systems.

3: Utilizing Artificial Intelligence (AI)

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

4: Process Automation

Discuss the different types of process automation, from simple rules-based automation to more complex AI-powered automation. They will explain the benefits of automated processes, such as cost savings and increased efficiency.

5: Data Mining

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

6: Chatbots and Other Digital Communication Tools

Discuss the use of chatbots and other digital communication tools to engage with customers. They will cover topics like customer service automation, automated customer segmentation, and personalized customer experiences.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Compliance, Technology, Analytics/Data, C-Suite/Management, Information Technology

9:45 AM - 10:45 AM

As compliance in the debt collection industry becomes increasingly more complex, it’s more important than ever to stay up to date on the latest developments and best practices. This session is designed to provide you with the knowledge and skills you need to manage compliance in your organization successfully.

During this session, you will have the opportunity to learn from and interact with fellow industry professionals as they discuss the various challenges compliance programs face. Our panel of experts will share key compliance topics for the coming year, as well as strategies for handling internal, regulatory, and client-driven changes.

Whether you are new to the field of compliance or want to deepen your understanding of current challenges and best practices, this session is a valuable resource for anyone working in the debt collection industry.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Compliance, Supervisor/Manager

9:45 AM - 10:45 AM

Data is something we all have, and we capture new data every single day, but we do not always utilize that data to drive the decisions we make. By stepping back and taking a deeper look at the data, we will see the possibilities and the insights we can gain. From these insights, we can make decisions that will pave the path for the future. This session will explore what’s possible with the data we have, review the data you need, explore real-world examples with data, and discuss the future of data. 

Data-driven decision-making is not a new concept but one that is often overlooked. By using facts found in our data mixed with other data sources, this session will help you become more successful in the long run.  

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Analytics/Data, Collector, C-Suite/Senior Manager, Information Technology,

9:45 AM - 10:45 AM

Join Tim Collins, chief compliance officer at InDebted, Josh Allen, CEO of Tratta, and Boris Grinshpun, vice president of product strategy at LiveVox, for a panel discussion with ARM operation leaders and their vendor partners as they share real-life case studies on the impact of technology on revenue in their collection shops. The panelists will discuss how they have successfully implemented technology in their operations, even with smaller budgets and smaller teams, and the significant increase in revenue they have seen as a result.

This session will give you the rare opportunity to hear from companies of all sizes, from large enterprises to smaller organizations, as they share their experiences and insights on the role of technology in the collection industry. Attendees will learn about the various technologies and approaches that have proven successful in boosting revenue, and how to effectively implement them in their own operations.

Through a combination of lectures and interactive discussions, attendees will gain a deeper understanding of the value of technology in the collection industry and how it can drive success and growth.

This course is essential for anyone looking to optimize their collection efforts and increase revenue.

This session is open to everyone, but if you belong to any of these categories, this is a session you don’t want to miss: Technology, C-Suite/Management

11:00 AM - 12:00 PM

Are you looking for innovative solutions to the challenges facing your organization and the ARM Industry? Join Harry Strausser for a dynamic session, where he will discuss current trends and challenges, identify common pain points, and brainstorm creative solutions.

This is a chance to collaborate with your peers and learn from their experiences. No matter what your role is in your organization, this session is designed to provide valuable insights and inspiration. Don't miss this opportunity to find solutions to your organization's burning issues.

This interactive session that will leave you with tangible solutions you can implement right away!