ACA International’s Trainer Specialist Program Jan. 21-23 offers comprehensive education on teaching essential curriculum to your staff. Instructors Brian Watkins and Cortney Fleming share about the benefits of the program.
1/14/2020 9:00
Are you thinking about enrolling staff in the new Essential Collection Skills and Techniques (ECST) curriculum from ACA International but prefer instructor-led training?
Then now is the time to learn the necessary tools and techniques through ACA’s Trainer Specialist Program (TSP) slated for Jan. 21-23, 2020.
Certified Instructor Brian Watkins, president of Southern Oregon Credit Service Inc., will lead the January program along with Cortney Fleming, chief personnel officer at Wilber & Associates P.C.
“Where else can you obtain an ACA designation that is respected as well as useful within your agency to train your own team members and have the opportunity to hear from others within the industry how their office operates and share ideas?” Fleming said.
ACA’s Trainer Specialist Program recognizes and supports individuals responsible for training in their organization. As a Trainer Specialist, you will be equipped with the necessary tools and techniques to facilitate training for both ACA’s Fair Debt Collection Practices Act and ACA’s Essential Collection Skills and Techniques at your location. In addition, your staff will meet the necessary requirements to apply for the Professional Collection Specialist designation.
“It is very convenient to have a trainer in-house with the ACA materials,” Watkins said. “We are able to have reminder training for our long-term employees plus all new staff are going to attend the training within six months of their hiring date, so we know for sure 100% of our staff receives FDCPA and ECST training.”
The seminar objectives of the Trainer Specialist Program include:
- Describe role of ACA and importance of continuing education.
- Explain roles and responsibilities of a Trainer Specialist with your agency and ACA International.
- Apply principles of adult education theory and practice preparation and delivery of FDCPA and ECST.
“As a trainer, we have access to the materials and become our office’s subject matter expert so people have someone they can rely on for help when they need it,” said Watkins, who became a Trainer Specialist in 2009.
He encourages anyone with an interest in teaching their peers to work toward the program.
“The more we know, the more we can grow. Knowledge is power—especially in debt collections where collectors have the power to keep their company compliant, help resolve consumer issues, and in turn generate revenue for the company,” Fleming added. “The Trainer Specialist Program assists with imparting this knowledge to your teams through your designated team member.”
At Collection Bureau of the Hudson Valley Inc. in Newburgh, New York, Training Manager Matthew Conklin said he conducts instructor led training at least once a month and for all new hires. After six months, the company's collectors are eligible to obtain the Professional Collection Specialist designation and Conklin provides training to prepare staff for the exam, all based on his skills learned in the Trainer Specialist Program.
Conklin completed the Trainer Specialist Program through ACA in 2015.
“There are many benefits to having gone through the Trainer Specialist Program,” he said. “It has proven to be cost effective and time saving. Prior to completing the TSP our collectors would take the ACA computer-based training individually. Now training can be conducted in a group setting, which allows me to better manage everyone’s time. Collectors are more engaged with instructor led training. Another benefit has been our current and prospective clients like knowing we have an in-house ACA certified trainer.”
There’s one more priceless takeaway from attending the Trainer Specialist Program workshop: building community with other ACA educators to keep routine compliance training fun and fresh.
“When I’m teaching, I’m excited about the opportunity to share information with others so everyone leaves with ideas and inspiration,” Fleming said. “Once people start sharing with each other, it becomes and open floor where they can talk about how their office handles and issue or try something they haven’t before.”
This program is intended for trainers who have industry experience, have successfully passed the Professional Collection Specialist exam and have full knowledge of the two core curriculum courses: Essential Collection Skills and Techniques and FDCPA Essentials for Collectors.
“Anyone who has an inkling to teach can be a good trainer,” Watkins said. “The material is nearly self-directing and offers good talking points along the way. As with anything, practice makes perfect.”
Companies interested in comprehensive, ongoing education should also consider the ACA TrainingZone, which provides users full access to all of ACA’s webinars and webinar recordings at one low price.
Pictured above are Cortney Fleming and Brian Watkins.