ACA’s virtual conference connected members around the world for two days of innovative education and business solutions.
11/5/2020 14:00
ACA International’s Virtual Fall Forum & Expo concluded Thursday after two days of members sharing ideas, knowledge, advice, and a few laughs—even across the miles.
Fall Forum featured an education track on health care, continuing legal education for members, new My Forum peer-to-peer sessions, and operations webinars.
Education on Thursday started with health care and operations sessions with timely information on call baiting, data furnishing and credit reporting, which will be available on demand for registered attendees.
Due diligence and agreements between agencies and clients are critical, Leslie Bender, IFCCE, CCCO, senior counsel at Clark Hill PLC, and David Kaminski, partner at Carlson & Messer LLP, discussed during a session on Healthcare and Credit Reporting Hot Topics During the Pandemic. Kaminski and Bender reviewed best practices for data furnishing and for agencies and creditor clients to work together to complete due diligence. They reviewed litigation and regulatory action against data furnishers and the nature of the claims and discussed how agencies and their clients should adapt to the impact of COVID-19 through their policies and procedures. A rule of thumb, Bender said, is trust but verify.
In the session, Mini-CFPBs: What Increased Regulation and Enforcement by State Agencies Means to Collectors, Joseph Messer Esq., partner at Messer Strickler LTD, explained that the Consumer Financial Protection Bureau’s deregulatory agenda has prompted several states to fill the void by increasing the regulatory power of existing agencies or creating new agencies with broad jurisdictional authority.
Messer examined what’s happening in states including California, New Jersey, Pennsylvania, Maryland, New York and Virginia.
For example, California recently created the Department of Financial Protection and Innovation, a new agency with powers like those of the federal CFPB.
Messer encouraged accounts receivable management professionals to pay attention to these state developments, in part by attending ACA’s conferences and webinars and reading ACA’s publications.
“That will help you spot these new laws coming out,” he said.
New Normal
In the afternoon, instructors Irene Hoheusle, vice president of collection and education at Account Recovery Specialists Inc., and Beth Conklin, director, organizational training and development at State Collection Service Inc., provided their insights on the impact of COVID-19 on client and patient expectations, as well as collections.
Clients’ expectations for medical debt collections shifted because of COVID-19, and agencies had to shift to meet those expectations while also moving their staff to remote work arrangements and changing call strategies for working with consumers, Conklin explained.
“Your employees are probably very concerned about the future,” Conklin said. “Remind your teams that the health of your organization is okay. Communication with your team is critical. Make sure that you’re doing the same thing with your clients.”
Hoheusle added that while there is still uncertainty for the future, focus on moving forward and remember that when challenges occur, you can adapt and find a way to implement positive changes at your company.
Social Networking
While attendees couldn’t interact in person over coffee or during breaks in the expo hall, conversation flowed in the “social lounge” and through the session chat rooms.
Here’s some of what we “heard” during Fall Forum:
“I’m excited for virtual Fall Forum. There are many sessions I’m looking forward to, including What’s Next with the CFPB and FTC. But most of all I am looking forward to ‘seeing’ my friends! Can’t wait until we are face-to-face again, but thanks for doing such a great job with these virtual platforms for meetings. You all rock!”
- Irene Hoheusle, vice president of collections and education, Account Recovery Specialists Inc.
“Good morning (evening for us) from Mumbai, India. Very excited to be here. First time attending an ACA Fall Forum, can't wait to get started!”
- Robin Abraham, director, business development at ExpertSource GlobalServices Private Ltd.
“With so much change on the horizon, I’m grateful for ACA, for great colleagues and for the opportunities we all have in the coming days. Excited to learn the next two days.”
- Mindy Chumbley, owner-manager, Solverity
“Good morning to everyone here at the ACA Fall Forum. I hope this is a great conference for you all!”
- Ray Cox, associate partner, marketing, The Intelitech Group
“Good morning from Hillsboro, Oregon! First time attending an ACA Fall Forum, excited to get started!”
- Jessica Hargrove, office manager, Fidelity Collection Service
Recordings of the opening general session on election coverage, as well as sessions from the health care and operations tracks, the Sponsor Showcase and the Innovation Stage are all available on the virtual platform for registered attendees through Dec. 31, 2020. Members who aren’t registered will be able to access the Innovation Stage sessions and Sponsor Showcase. More details coming soon.
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Thank you to Fall Forum sponsors FICO, Interactions, Observe.AI, Renkim Corporation, Solutions by Text, Applied Innovation Inc., RevSpring, DAKCS, Clear Payment Solutions LLC, Debt$Net Collection Software, KG Hawes, Payscout LLC, The Intelitech Group, Attunely Inc., Roydan Enterprises Ltd., WebRecon LLC, American Business Communication Inc., VoApps Direct Drop Voicemail, NobelBiz., Pay N Seconds, ExpertSource Global Services Private Ltd., Provana LLC, Repay Realtime Electronic Payments, Prodigal, Interprose, Paymentus and Collectors Insurance Agency.