2020 Spring Forum & Expo: Innovation in Motion

March 11-13, 2020

A New Vision for 2020

ACA’s Spring Forum & Expo is the premier spring industry event where accounts receivable management professionals assemble for new business strategies and information. Attendees may choose from three educational tracks. In addition to ACA’s popular Compliance Designations track, two new educational tracks are offered: ForwardTECH and Business Intelligence. A new direction will bring a new audience. Spring Forum is the perfect opportunity for you to connect with industry peers to learn new business strategies.

Three Updated Education Tracks

ForwardTECH –

The CFPB has announced the new rules which are in the process of finalization. The industry is posed for a technological revolution surrounding the way we conduct business and communicate with consumers as well as the businesses third party collectors represent. This new and timely track has been added to the Spring Forum agenda to help keep our membership abreast of the changes that will open the door of opportunity for the ARM industry. Feel the empowerment of staying ahead of the curve, in the fast-paced world of technology. Staying well-versed in modern-day solutions will position your business for success.

Business Intelligence –

Relying on compliance and operations alone is no longer enough. The landscape of data and BI is everchanging – and it's changing fast. Despite countless ways to accumulate information and unite people, the environment has become more challenging and corporations need to also get back to business basics that are working for successful enterprises. Learn to focus audiences to drive your business forward. Learn from the successes of your peers and incorporate best practices into your organization.

Compliance Designations –

Attend every course required in achieving your Credit and Collection Compliance Officer (CCCO) designation. Hoping to attend other tracks while still earning a designation? You can also attend three of four required courses required for the Credit and Collection Compliance Professional (CCCP) designation, with the fourth course available online.

Advance your career and show your clients and colleagues that your team has the skills and knowledge to collect not only effectively, but compliantly. Earn one of these ACA designations to show you excel in your role as an ARM industry compliance professional.


Registration Open

7:30 AM - 6:30 PM Session Details

Conducting a Risk Assessment

8:00 AM - 9:30 AM Session Details

Assessing risk means identifying assets that can be harmed and in what way(s). It is a complex but critical element in maintaining an effective Compliance Management System (CMS). You will leave this course with methods, models, and tools to help you recognize and prioritize risks associated with your organization’s various compliance obligations.

Technology Deep-Dive Series: Technology 101: The Challenges and the Answers Everyone Needs

9:00 AM - 10:15 AM Session Details

The first of three dynamic and interactive sessions in the technology deep-dive series, this program addresses the questions that arise when organization begin to assess their technological futures. Presenters will review some of the most common challenges offices encounter as they embrace technology and help the attendees work through creative answers to these concerns. Industry legal counsel will be available to answer compliance concerns and questions. Come with your issues in mind and be ready to take notes to help your operation!

Controls and Corrective Actions

9:30 AM - 11:00 AM Session Details

Building on strategies discussed in Conducting a Risk Assessment, this course will show you the next steps in designing, implementing, and measuring controls aligned with your identified risks and priorities defined by the Consumer Financial Protection Bureau (CFPB).

Technology Deep-Dive Series: Round and Round with Vendors We Go!

10:30 AM - 11:45 AM Session Details

After a boost of knowledge in session one, participants will hear from a variety of vendor exhibitors who will show how their systems address the growing technological needs of the ARM industry. Questions will be posed to these firms and they will demonstrate in real time how they handle many of the issues and concerns facing today's growing organizations. Come with questions and be ready for a robust conversation with the industry's best providers of technology!

Data Security and Privacy I

12:15 PM - 3:15 PM Session Details

Data security breaches affect millions of consumers and businesses—are you prepared? Learn about notification laws and strategies for establishing effective policies and procedures, implementing essential safeguards, and practical considerations for notifying consumers in the event of a data security breach. You will take home an extensive list of resources to consider when building your own data security compliance program.

Technology Deep-Dive Series: Technological Innovation: A View From an Operations Perspective

1:30 PM - 3:00 PM Session Details

When attending conferences, attendees often leave with a wealth of general information on a long list of products and services. Then, decisions must be made on implementation and installing into the corporate culture. In the final session of the technology deep-dive series, operations professionals from various backgrounds will demonstrate how they use contemporary technologies in their organizations and how to run reports and share the best ways to use the data. Dialers, speech analytics, client engagement portals, digital documents, KPI tracking and monitoring... Learn from those that have already traveled the technology pathways of success!

Exhibitor Setup

2:00 PM - 4:00 PM Session Details

Opening General Session

3:30 PM - 4:45 PM Session Details

Welcome Reception in Expo Hall

5:00 PM - 7:00 PM Session Details

Continental Breakfast in Expo Hall

7:00 AM - 7:50 AM Session Details

Registration Open

7:00 AM - 4:30 PM Session Details

Show Me the Money!: Popular Consumer Payments Apps

8:00 AM - 9:00 AM Session Details

Decades ago most collection offices processed thousands of paper checks monthly. With the advent of remote deposit capture, offices began to scan their checks and created remote electronic deposits of funds. Today, consumers have a wide array of methods to make payments to creditors and agencies. This session will review the most popular apps with recommendations on how operations should be changing their payment culture.

Duties of Data Furnishers Under the FCRA

8:00 AM - 9:00 AM Session Details

The Fair Credit Reporting Act (FCRA) and its implementing Regulation V require data furnishers to adopt reasonable policies and procedures surrounding the accuracy and integrity of their furnishing practices. Take a deep dive into these requirements and take away key points to help you assess and update your FCRA processes surrounding credit reporting, disputes, and more.

A Look Into the Future: The Collection Office of 2030

8:00 AM - 9:00 AM Session Details

Technology changes rapidly and the ARM industry has experienced many waves of opportunity over the decades. It doesn't seem like long ago that we were transitioning from card systems to computers. This session will give you an overview of where the industry is today and what technologies are on the horizon that will make the average office look much different!

What's Behind Your Walls: IT Infrastructure Guidance

9:10 AM - 10:10 AM Session Details

Many of us take for granted the technologies throughout our offices that hum along efficiently each day. But what actually happens in the private recesses of the IT department? What does it take to handle corporate IT needs in 2020 and what steps can you take to ensure a smooth running office?

Duties of Data Furnishers Under the FCRA (cont.)

9:10 AM - 10:10 AM Session Details

The Fair Credit Reporting Act (FCRA) and its implementing Regulation V require data furnishers to adopt reasonable policies and procedures surrounding the accuracy and integrity of their furnishing practices. Take a deep dive into these requirements and take away key points to help you assess and update your FCRA processes surrounding credit reporting, disputes, and more.

Virtually Outstanding Staff: Understanding How Virtual Agents Can Enhance Your Operation

9:10 AM - 10:10 AM Session Details

As consumers we all know that it is often difficult to secure a live person on the phone when we reach out to the business world. Virtual agents have become a common dynamic in progressive ARM offices. This program will review the basics of virtual staffing and the highlights and pitfalls to help you make the best decisions in moving into a virtual environment.

Vendor Management: Best Practices to Ensure Lasting Relationships

11:25 AM - 12:25 PM Session Details

Long gone are the days where forging vendor relationships meant just signing an agreement. Today, regulators require we practice due diligence when contracting with third parties, mandating us to be sure vendors we use embrace the same or better levels of compliance than our own operations. This session will give you a look at the best practices of successful ARM companies when it comes to managing this process.

Advanced FDCPA issues

11:25 AM - 12:25 PM Session Details

This course explores compliance with the Fair Debt Collection Practices Act at a technical level while featuring issues currently trending in consumer lawsuits and regulatory actions. There’s always something new—join your peers for a quick inventory of compliance obligations with regards to the FDCPA.

Here Today and There in a Second: Electronic Document Delivery

11:25 AM - 12:25 PM Session Details

In years gone by, we used the USPS very heavily for transferring documents. Then the creation of the fax machine was a revelation that allowed us to exchange documents in mere minutes. Today, we move our documents instantly via electronic delivery technologies. This session will look at the most recent advancements in electronic delivery options to keep your office on the cutting edge!

Lunch in Expo Hall

12:25 PM - 1:25 PM Session Details

Ready, Fire, Aim!: A Case Law Review of Technological Resources

1:30 PM - 2:30 PM Session Details

As new advancements in technologies flood our market, we may be excited about the prospects of trying something new and creative to enhance our success. Should we hop onto every technological train that pulls into our office station? Attend this session for insight and guidance on current case law surrounding these technologies with recommendations on how to be aware of the opportunities as well as the landmines.

Advanced FDCPA issues (cont.)

1:30 PM - 2:30 PM Session Details

This course explores compliance with the Fair Debt Collection Practices Act at a technical level while featuring issues currently trending in consumer lawsuits and regulatory actions. There’s always something new—join your peers for a quick inventory of compliance obligations with regards to the FDCPA.

It's All in the Voice: Understanding and Making Analytics Work for Your Organization

1:30 PM - 2:30 PM Session Details

Do you sound tired today? Perhaps you aren’t in the best of moods and you sound a bit hostile? Can you tell if someone is being evasive or ingenuine? Interpersonally, we communicate many hours a week. In a professional debt collection operation, these conversations number in the millions annually. With increased volume, today’s voice analytics processes allow us to technologically determine the course of a call. Learn in this session how ARM offices are leveraging this valuable resource.

Afternoon Break in Expo Hall

2:30 PM - 3:30 PM Session Details

Exhibitor Teardown

3:35 PM - 5:00 PM Session Details

Machine Learning: Send Your Computer System for an Advanced Degree

3:35 PM - 4:35 PM Session Details

Machine learning encompasses the study of algorithms and statistical models that computer systems use to perform a specific task without using explicit instructions, relying on patterns and inference instead. It is seen as a subset of artificial intelligence. This session will review the best uses of these processes and provide examples of how this dynamic can help you run more efficiently and profitably.

Writing Effective Policies and Procedures

3:35 PM - 5:05 PM Session Details

Vital to any CMS, written policies, procedures, and work instructions have unique characteristics that determine when and how they should be used. During this course, you will practice writing a sample of each using defined guidelines plus take home tools and samples to jumpstart development of this critical element of the compliance lifecycle.

KPI's: The Key to Performance Indicator Success

3:35 PM - 4:35 PM Session Details

Key Performance Indicators have been part of the culture of most organizations both within and outside the ARM space. In this session, you'll hear from industry experts on the KPI's that work, how to get buy-in from your staff, what are the most popular meaningful KPI's used in progressive ARM organizations today, and how you can identify these indicators and use them to promote optimal performance.

Innovation at the Top

5:00 PM - 6:30 PM Session Details

Continental Breakfast

8:00 AM - 8:30 AM Session Details

The Analytics of Business in 2020: Understanding the Statistics and Numbers That Matter

8:40 AM - 9:40 AM Session Details

So much data you need to analyze yet so little time! How do you obtain valid data and then assimilate that data into something meaningful to your organization? How do you know when your data is not valid? This session will help you better understand what information is important, how to extract that information, and how to use the data to make better and more profitable decisions.

Ethical and Professional Collections

8:40 AM - 10:10 AM Session Details

Whereas compliance is something you do, ethics is a philosophy that can guide your professional journey. Discuss principles of business ethics and apply them to the ARM industry while sharing opportunities to articulate the ACA Code of Conduct in your company values and compliance program.

Conversion Doesn't Have to Be a Scary Word: Moving From One Platform or Vendor to Another

8:40 AM - 9:40 AM Session Details

Does the mere mention of a platform or significant vendor conversion have your team members running and screaming from your conference room? A conversion doesn't have to be the thing from which nightmares emerge. This session will look at best practices for converting to new technologies, presented by industry professionals that have learned to accomplish the steps necessary to assure success.

Get'em in and Keep Them: Recruitment and Training Technologies

9:50 AM - 10:50 AM Session Details

Are you challenged with finding and retaining a quality workforce? You are not alone! Today there are technologies, platforms, and learning management systems to help you make the right decisions up front and later nurture your staff for optimal retention. This session will look at what the industry's most progressive firms are doing to leverage these opportunities for maximum success.

The Corporate Planning Process: A Strategic Game

9:50 AM - 10:50 AM Session Details

You plan what you will be making for dinner tonight. You plan your annual family vacation. You plan for how many new clients you would like to obtain in 2020. You plan to be the best, most compliant ARM industry office in America. But how many of your daily personal and professional plans are actually strategic in nature? This session will take a look at the value of formal strategic planning, the steps necessary, and the roles of team players in the process.

Understanding and Responding to the CFPB's Expectations

10:20 AM - 12:20 PM Session Details

Using principles from ACA’s Introduction to Collection Industry Compliance, this course will describe priorities outlined in the Consumer Financial Protection Bureau’s Supervision and Examination Manual. You will also explore the examination process and ways to curate key resources for your Compliance Management System (CMS).

Champagne Taste on a Beer Budget: Affordable Ways to Leverage Collection Technology

11:00 AM - 12:00 PM Session Details

It is an exciting time in the ARM space as technologies emerge that can make our organizations faster, more profitable, more compliant, and stand out among our competitors. But can we all afford to participate in this space? Does it have to cost a fortune to leverage industry technologies? Attend this session to learn the relative cost of technologies and methods for even the most cost-conscious operation to find value in these technologies.

Not Your Father's Agency!

11:00 AM - 12:00 PM Session Details

In this insightful and engaging session, industry veteran and professional speaker Mary Shores shares her perspective on the changes we have experienced in the ARM space and how we must look at our organization differently today if we plan to see a successful tomorrow. Mary's wit, experience, and candor will make this a session that you won't want to miss!

Expand Your Customer Base

Interested in sponsoring or exhibiting?

Download the Exhibitor
& Sponsor Prospectus

Email exhibit@acainternational.org to learn more.


ACA International

Swing by ACA Central for a showcase of new products including the refreshed FDCPA Compliance Guide, the TCPA Compliance Guide, Essential Collection Skills & Techniques and to learn about a training pass that gives your entire company access to ACA's online webinars. ACA Central also features Collectors Insurance Agency.

Exhibitor Details

Applied Innovation, Inc.

Solutions designed to increase the bottom line of receivables management organizations. Web portals that allow you to manage clients/branches, increase web payments, and manage time. Scalable solutions to accelerate your growth, automating workflow, reducing expenses, and reduce your compliance risk.

Exhibitor Details

Arbeit Software

Arbeit is a powerful, and easy to use communications platform that empowers businesses to reach more consumers. Innovative by nature, we are constantly listening to and understanding the businesses we partner with and developing long term industry relationships that allow us to be proactive in anticipating industry needs.

Exhibitor Details

BillingTree Payment Solutions

BillingTree is the proven payments technology company focused on helping you offer a variety of payment channels to boost the customer experience.

Exhibitor Details


ezPay365 is a payment processing solutions provider for companies within the ARM/Collection, Healthcare and Law Firms. With 25 years ARM industry experience, ezPay365 payment channels are: debit/credit card, HSA/FSA, ACH payments and Convenience Fee model. Our payment solutions consist of collector/agent based, online payment portal, payment negotiator with schedule payment options, IVR, TextPay and MobilePay. Payment Portal provides a superior customer payment engagement consisting of FlexPlan/Pay-In-Full/Negotiator options with consent-based Email, Text and E-Sign.

Exhibitor Details


FICO is a software company that offers enterprise-level solutions to help collection agencies with case management, analytics and scoring, etc.

Exhibitor Details

FocusOne, Inc.

FocusOne is a privately held company comprised of professionals dedicated to providing the absolute best in multi-channel customer communications. Our customizable forms matched together with a systemic approach to a promise to deliver your time-sensitive statements and results to your bottom line. Contact: Lincoln Puffer; lipuffer@focus1data.com

Exhibitor Details

MicroBilt Corporation

MicroBilt has been a recognized pioneer in credit, alternative credit and risk management. Products cover the full cycle of business from vetting to origination's to recovery. MicroBilt products are delivered through a single, easy-to-use, portal that can be customized to your business needs.

Exhibitor Details

National Debt Holdings

National Debt Holdings is a receivables management firm assisting creditors with improving their cash flow performance from their account portfolios. We work with our creditor partners to acquire, manage, and sell receivables portfolios.

Exhibitor Details

NPC, Inc.

NPC's Collection Letter Outsourcing Solutions help you streamline and automate your collection letter processes with a single-source solution so you can focus on maximizing revenue recovery for your clients. We work with you throughout the receivables communications lifecycle - content management; data hygiene; print, mail and digital communications; return mail processing; and document archiving, retrieval and storage - saving you valuable time and money, while helping you maintain 100% compliance.

Exhibitor Details

Ontario Systems, LLC

Ontario Systems is a leading provider of software and solutions to the accounts receivable management (ARM) market. OS offers a full portfolio of technology and business process expertise with its customers making up eight of the 10 largest ARM companies.

Exhibitor Details


OSG's Accounts Receivable Management Solutions provide collection agencies with omnichannel communication and payment services. OSG's comprehensive solutions include collection letter design, consultation and rendering, a user-friendly payment portal, text-to-pay and a suite of other services that assist in reducing an agency's collection costs.

Exhibitor Details

Payment Savvy LLC

Don't settle for a second-rate payment solution. Go for the gold with Payment Savvy! Providing innovative and secure payments for the ARM industry, has been our mainstay for over a decade. Our credit card, debit card, and ACH product offerings will exceed your expectations. Visit our booth to meet your new payment processor!

Exhibitor Details

Peak Revenue Learning

Peak Revenue Learning provides a cloud-based employee education, compliance training, and knowledge retention application. KNOWLEDGESOURCE will promote accountability, reinforce regulatory and policy knowledge, lower the cost of training, and automatically create documentation of the training and knowledge building efforts of the company.

Exhibitor Details

Quantrax Corporation, Inc.

Quantrax Corporation, Inc. has been providing Receivable Management Collection Software Solutions for the ARM industry for 28 plus years. Quantrax RMEx Suite® is Al-ready. RMEx Suite® Collection Software Al Software Collection Platform will improve operations and increase profits. RMEx Suite Platform(s); Hosted and Premise, was created for the debt collection industry and has always focused on the average collection agency. By creating software with compliance, control, and cost in mind, we were able to develop an intelligent debt collection system. The system was designed to create compliance, create controls, and monitor cost on an account by account basis. Quantrax's is Al-ready. Virtual Chatbot, Email Series, SMS Texting, DirectDrop Voicemail, and Web Portal are a part of our technology suite. Come by our booth for a Demonstration on iBOT Alex® and RMEx Mobile Suite®.

Exhibitor Details

Renkim Corporation

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 time frame.

Exhibitor Details


RevSpring is a technology services organization that provides intelligent communications and payment solutions to over 2,000 accounts receivables management companies, credit grantors, healthcare providers and technology companies throughout North America.

Exhibitor Details

ROYDAN Enterprises Ltd.

We're the developers of Bloodhound® debt collection software. We pride ourselves on doing things differently—not just the way we design our products, but the way we treat our customers.

Exhibitor Details

Solutions By Text

Solutions by Text is a privately held corporation whose primary focus is delivering critical information in a SMS format worldwide. SBT has developed proprietary software designed to adhere to regulations within the industry. For more information, visit www.solutionsbytext.com.

Exhibitor Details

Sonnet by Palinode

Palinode offers compliance and productivity software to assist data furnishers with consumer disputes.

Exhibitor Details

VoApps DirectDrop Voicemail

VoApps DirectDrop Voicemail delivers a voice message directly to the consumer's voicemail box without calling the phone. Immediately increase right party contacts, dollars collected, and liquidation rates. Agencies using VoApps deliver thousands of voicemails in a matter of minutes. This creates availability for collection agents to field the influx of inbound phone calls responding to DirectDrop Voicemails.

Exhibitor Details

WebRecon LLC

WebRecon identifies Professional Plaintiffs lurking in your database BEFORE you contact them and expose yourself to an all-but-guaranteed lawsuit. Protect your company from as many as one in three new consumer lawsuits by scrubbing your data through WebRecon first.

Exhibitor Details

Expand Your Customer Base

Interested in sponsoring or exhibiting?

Download the Exhibitor
& Sponsor Prospectus

Email exhibit@acainternational.org to learn more.

Stay In Comfort

M Resort Las Vegas

The M Resort
12300 S Las Vegas Blvd, Henderson, NV 89044

Reserve Online or call (866) 551-1540 using group code ACA International
Room Rate Cut-Off: Monday, February 17, 2020
Room Rate: $165, plus $14.99 resort fee, plus state & local taxes per night*

Venue Details
Scroll to Top