| Internal Compliance | HT08152024 | | Active | No | ACA International | Recordings | Navigating the complexities of internal compliance within ARM industry is critical for organizations seeking to ensure regulatory adherence and operational efficiency. Join us for an insightful webinar designed to equip you with the knowledge and tools needed to enhance internal compliance frameworks Speaker: Heath Morgan | Internal Compliance | 8/14/2024 |
| Control or Chaos: Negotiation Skills (Ep 3) | HT20240813 | | Active | No | ACA International | Recordings | While consumer contacts rarely are as simple as “I'll pay you right now,” there are usually several rounds of negotiations before you arrive at a suitable payment plan. So, how do you overcome having lengthy conversations and find the “sweet spot” that will bring on-time payments? Join us for the next episode of Control or Chaos on Tuesday, August 13 at 2:00 pm (CT), when our presenters will focus on using best practice negotiating skills to create positive outcomes and enable successful recoveries. Learn how using targeted negotiations can quickly move you and your consumers to a satisfactory account resolution. Speakers: Teri Plunkett and David Glezerman | Control or Chaos: (Ep 3) | 8/12/2024 |
| Deep-Dive Webinar: Electronic Communications & Disclosures | HT202040808 | | Active | No | ACA International | Recordings | In this webinar, attorneys Mike Etmund and Issa Moe of Moss & Barnett P.A. will discuss various laws and regulations that apply to electronic communications in collections. They include, among others, the Fair Debt Collection Practices Act and Regulation F, the Electronic Fund Transfer Act and Regulation E, and the Electronic Signatures in Global and National Commerce Act (E-Sign Act). Mr. Etmund and Mr. Moe will also discuss a few legal issues related to agency websites and payment portals and provide some best practices suggestions and other ideas for attendees to keep in mind as they consider their own process improvements. Speakers: Issa Moe and Michael Etmund | Deep-Dive Webinar: Electronic Communications & Disclosures | 8/7/2024 |
| Texting and E-mailing Best Practices After Implementation | HT20240806 | | Active | No | ACA International | Recordings | This session will explore best practices for optimizing your texting and emailing strategies to ensure maximum engagement and compliance. Learn how to measure engagement, manage responses and re-engagement, and leverage automation tools to enhance your communication efficiency. Whether you're new to digital engagement or looking to refine your existing approach, this webinar will provide actionable tips and expert insights to elevate your texting and email campaigns for both maximum effectiveness and compliance. Speakers: Joshua Allen, David Kaminski and John Rossman | Texting and Mailing Best Practices After Implementation | 8/5/2024 |
| Conducting a Risk Assessment eLearning | RC-1300000-CRA | | Active | No | ACA International | Recordings | At the most basic level, risk is a function of the likelihood of the risk occurring and the impact to the organization or the consumer should the risk occur. Could you quantify the harm that could occur if your company took no action regarding a compliance obligation?
This course will show you how to approach the Risk Assessment phase of the cycle of compliance by taking an inventory of your compliance obligations then applying numerical values and scores in order to prioritize the associated risks. A sound risk assessment prepares you to create and implement a remediation plan containing effective controls, corrective actions, and monitoring essential to your Compliance Management System (CMS).
You will learn how to:
- Quantify and calculate inherent risk, inherent severity, and residual risk using scoring models;
- Rate, “weigh,” and plot your scores on a Heat Map in order to prioritize risks;
- Document all of your efforts throughout the risk assessment process.
Professional Development Units
You will earn 1.5 PDUs for this online seminar, which can be applied toward ACA's Credit and Collection Compliance Officer (CCCO) and Scholar and Fellow designations.
*Please note, credit will be provided ONLY to individuals who have paid to attend this seminar. Anyone sitting in with a paid participant is not eligible to receive credit.
ACA Certified Instructors
This seminar is taught only by ACA Certified Instructors. You can expect top-notch presentations are created by and presented for members. Seminar instructors go through vigorous training to become ACA Certified Instructors and can speak directly to your experiences because they work in our industry.
| Conducting a Risk Assessment | 8/1/2024 |
| Navigating the New Federal & State Debt Collection Enforcement Landscape | HT20240801 | | Active | No | ACA International | Recordings | Join Scott E. Wortman, a Partner at Blank Rome and seasoned attorney in consumer financial services litigation and regulatory compliance, as he demystifies the latest in regulatory enforcement, and how to effectively manage challenges and opportunities, while offering key strategies for legal compliance. Speaker: Scott Wortman | Navigating the New Federal & State Debt Collection Enforcement Landscape | 7/31/2024 |
| Duties of Data Furnishers Under the FCRA eLearning | RC-1600000-DDF | | Active | No | ACA International | Recordings | 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, to notify certain consumers prior to furnishing negative information, and to respond to consumer disputes and claims of identity theft and fraud. Consumer Reporting Agencies (CRAs) may also implement additional reporting policies, and while such policies do not amend the law, they do present additional considerations furnishers should address in a Compliance Management System (CMS) and resulting business practices.
This course will prepare you to:
Describe how the FCRA and Regulation V work together to prescribe regulatory requirements.
Apply FCRA, Regulation V, and CRA accuracy and integrity standards when reporting consumer information.
Differentiate between Direct and CRA dispute investigation requirements.
Recognize alerts and respond to claims of identity theft and fraud.
Certify a permissible purpose when obtaining and using consumer reports.
Incorporate effective policies and procedures into a Compliance Management System (CMS).
Estimated time for completion: 2 hours
Professional Development Unit (PDU) points: 2
Recommended pre-requisite(s):
Introduction to Collection Industry Compliance OR
Understanding and Responding to the CFPB's Expectations
Required for the following ACA Designations:
Credit and Collection Compliance Officer (CCCO)
| Duties of Data Furnishers Under the FCRA | 7/31/2024 |
| Reimagine Adding a New Communication Channel | HT202405132 | | Active | No | ACA International | Recordings | Ever wonder how to seamlessly integrate a new communication channel into your already complex operation? Dive into a session to learn about a proven 5-step process to master this challenge and drive results. - Assess Baselines: Learn to evaluate your current communication channels' performance, providing a solid foundation for improvement.
- Understand Implementation: Gain insights into integrating the new communication channel, ensuring a smooth transition and best use of resources.
- Plan Outreach Blends: Discover strategies for planning outreach blends that combine the strengths of existing and new channels to maximize impact.
- Test Configurations: Explore techniques for testing the new channel in various configurations, allowing you to fine-tune your approach.
- Analyze Costs and Outcomes: Boost your understanding of how to evaluate the costs and outcomes of your revised approach, empowering you drive continuous improvement.
Don't miss this session where you'll gain new perspective on using data to upgrade your consumer outreaches Speakers: Amy Kennedy and Meg Manthie | Reimagine Adding a New Communication Channel | 7/17/2024 |
| How To Recruit and Find Suitable Candidates for Collector Positions | HT20240716 | | Active | No | ACA International | Recordings | In this session, you'll be equipped with practical tips, best practices, and actionable insights to streamline your recruitment process and identify the best-fit candidates for collector positions within your organization. Speaker: Mindy Chumbley | How To Recruit and Find Suitable Candidates for Collector Positions | 7/15/2024 |
| Optimizing Your Conference Experiences - Unleashing the Power of In-Person Networking | HT20240619 | | Active | No | ACA International | Recordings | Are you ready to get the most from attending the ACA Annual Conference next month?!? In this session two marketing professionals with decades of receivables experience talk about the things they do to optimize the value of their attendance at conferences. Optimizing the value of a conference is an artform. Whether you are a first time attendee or have been attending the same show for decades, there are opportunities to improve, modernize and get the most out of your in-person experiences. This session is valuable to attendees, exhibitors and sponsors.
Speakers: Adam Parks and Katalina Dawson | Optimizing Your Conference Experiences - Unleashing the Power of In-Person Networking | 6/18/2024 |
| Control or Chaos : Overcoming Objections (Ep. 2) | HT202040618 | | Active | No | ACA International | Recordings | Identifying the differences between a consumer's objection or a stalling tactic to avoid paying a debt can be difficult, especially when a single word or phrase can change the meaning or direction of a conversation. Learning how to pinpoint these differences and responding accordingly often creates a successful and compliant contact. Join us as we continue with our “Control or Chaos” Hot Topic series on Tuesday, June 18 at 2:00 pm (CT). During this hour-long interactive session, our facilitators will provide you with real-world examples and tips on overcoming consumer objections and create opportunities to recover outstanding debts. Speakers: Teri Plunkett and David Glezerman | Control or Chaos (Ep.2) | 6/17/2024 |
| Managing the Collection Attorney Relationship | HT20240611 | | Active | No | ACA International | Recordings | Managing the relationship with a collection attorney requires clear communication, professionalism, and mutual respect. This webinar will discuss some key steps to effectively manage this relationship. Speaker: Dennis Barton | Managing the Collection Attorney Relationship | 6/10/2024 |
| Managing Risk | HT20240603 | | Active | No | ACA International | Recordings | In this Hot Topic session, speakers will discuss strategies members should employ to manage risk in 5 major areas: - Handling out of statute debt
- Don't discount the value of training
- Know the capabilities of your software, and use it!
- Know what your people are saying—and it's not just about compliance!
- Seek feedback from your agents!
Speakers: LaDonna Bohling and Debra Ciskey | Managing Risk | 6/2/2024 |
| Call Quality Assurance | HT20240530 | | Active | No | ACA International | Recordings | Join us in a conversation around using Quality Assurance feedback to develop your collectors' talent and skill on the phone! Speakers: Jen Woodson and Kristi Loyer | Call Quality Assurance | 5/29/2024 |
| Power Negotiation Skills for Collectors | HT20241605 | | Active | No | ACA International | Recordings | In this session we will explore the components and strategies of negotiations that are the foundation of power negotiation skills. We will discuss the importance of negotiation in collections and how to apply power skills on daily calls. Speakers: Teri Plunkett and Beth Conklin | Power Negotiation Skills for Collectors | 5/15/2024 |
| Strategic Financing of Debt Purchases: A Comprehensive Discussion with Essential Debt Buyer Insights | HT20230403 | | Active | No | ACA International | Recordings | Collection agencies are always looking for new revenue streams and many have been successful becoming their own client through debt buying. Debt buying is a unique business model that may require specialty financing. In this session we will discuss the different options for financing debt purchases including the types of loan programs frequently offered in the receivables management industry by specialty lenders. Explore a new revenue opportunity and how you can get started becoming your own client. Speakers: Adam Parks and Edward Forbes | Strategic Financing of Debt Purchases: A Comprehensive Discussion with Essential Debt Buyer Insights | 5/14/2024 |
| Beyond No: Navigating Rejection with Resilience | HT05022024 | | Active | No | ACA International | Recordings | Join us for an insightful presentation that navigates the nuances of rejection within the debt collection industry from a woman's perspective. We'll explore the multifaceted nature of rejection, offering practical strategies tailored to empower women in this dynamic field. From project proposals to managing difficult conversations, we'll delve into the various types of rejection and equip you with invaluable tools to navigate them effectively. Discover how to leverage empathy, communication, and resilience to transform rejection into opportunity. Join us as we redefine rejection and pave the way for success in debt collection, one interaction at a time. Speakers: Cortney Helfrich and Nora Golden | Beyond No: Navigating Rejection with Resilience | 5/1/2024 |
| Control or Chaos: Collection Call Basics (Ep. 1) | HT20240409 | | Active | No | ACA International | Recordings | Have you just started working as a collector, lead or supervisor? Would you consider yourself to be an experienced veteran of the collection floor? Ever found yourself in a situation where you had to think about what to say or if you're being service-friendly and compliant? Whether you're confident about your performance or feel you need some assistance, you'll reinforce your skills and knowledge by joining us for the first episode in the Hot Topics series “Control or Chaos: Collection Call Basics.” Our presenters will take you through what you can or should do when handling both inbound and outbound calls with consumers, along with some helpful hints to enhance your performance. Speakers: Teri Plunkett, David Glezerman | Control or Chaos: Collection Call Basics (Ep.1) | 4/8/2024 |
| Modernizing IT & Security with an SMB Budget | HT20240405 | | Active | No | ACA International | Recordings | You need someone focused on the tech market, you need a strategy and roadmap for adoption and you need visibility to those technologies that can save you money. In this session we will workshop together helping attendees identify and secure existing key technologies that are ripe for modernization. Each attendee will leave with an IT & IS roadmap for their organization. For so many organizations, their information technology (IT) and information security (IS) systems stay the same. The adage, “If it isn't broke…” is synonymous with IT spend. The reality is that IT & IS are constantly evolving. The technology adopted 5 years ago is archaic and costly compared to modern solutions. But to know this, you need someone focused on the tech market, you need a strategy and roadmap for adoption and you need visibility to those technologies that can save you money. In this session we will workshop together helping attendees identify and secure existing key technologies that are ripe for modernization. Each attendee will leave with an IT & IS roadmap for their organization.
Learning Objectives:
• Define key areas of modernization in information technology and information security.
• Clearly define those systems and outcomes possible with updating.
• Document how to secure key systems for regulatory and best practice.
• Identification of automation and orchestration possible with modern solutions.
• Review use cases where organizations haven't taken advantage of modern IT and IS.
• Align modernization with key compliance requirements like GLBA Safeguards an PCI 4.0
Speaker: Jonathon Goldberger | Modernizing IT & Security with an SMB Budget | 4/4/2024 |
| FCRA Disputes: How Reasonable is Your Investigation? | HT20240404 | | Active | No | ACA International | Recordings | In this webinar, we will review the definition of reasonable investigation found in the Data Furnishers Rule, and discuss the enforcement and interpretation of investigation practices in litigation. Practical issues related to conducting reasonable investigations for both direct and indirect disputes will be discussed. We’ll look at the debt substantiation a data furnisher would need to review as part of its practical processes and discuss disputes related to the original date of delinquency, and the impact that questionable accuracy and integrity of accounts can have in enforcement investigations. We’ll also look at the involvement of the CFPB in the enforcement of the reasonable investigation standard, and its positions as expressed in filing amicus briefs in private FCRA litigation.
| FCRA Disputes: How Reasonable is Your Investigation? | 4/4/2024 |
| Conversation Thrillers and Killers | HT03192024 | | Active | No | ACA International | Recordings | Conversation Killers are things we say, how we say them, or the attitudes we bring into talks that can turn them sour. Many times, we do these things out of habit without thinking about how they affect our chats. It all comes down to making better choices with our words to keep conversations positive and flowing. Speaker: LaDonna Bohling | Conversation Thrillers and Killers | 3/18/2024 |
| Elevate Z: Leading and Being on Young Successful Teams | HT20240318 | | Active | No | ACA International | Recordings | Calling collectors in Generation Z and leaders in Generation Y; this training is for those on the phone and those that are leading teams that are younger than you. In this session we will share helpful strategies for Generation Y leaders on how to lead a young team and insightful perspectives for young team members to be successful in their roles. Leading a younger team involves understanding their unique needs. We must foster open communication, be approachable, and listen actively, offer mentorship, and acknowledge their contributions. All the while, adapting your leadership style to accommodate their preferences to guide them to success in their role. Being a Gen Z team member involves understanding their leaders unique needs too. Must learn to communicate effectively, be motivated by others, and acquires skills so they can work with their leader to create a supportive environment that values growth and development. Elevate your leadership style to inspire and guide the next generation to success, as well as learn how to succeed in your role under a Gen Y leader. Speakers: Elizabeth Conklin and Cortney Helfrich | Elevate Z: Leading and Being on Young Successful Teams | 3/17/2024 |
| How Open Banking Can Create Seamless Payments and Collection Strategies | HT20240106 | | Active | No | ACA International | Recordings | In this session, Rachel Lauren from Debbie will demonstrate how their financial app leverages Open Banking for payment processes. An agency leader will play the role of a devil's advocate, challenging the implementation and raising practical concerns that agency owners might have. This critical discussion is intended to provide clarity and 'aha' moments, highlighting how these technologies can be integrated into collection strategies. Dave Hanrahan will be available to address technical aspects and questions. Speakers: David Hanrahan, Rachel Lauren | How Open Banking Can Create Seamless Payments and Collection Strategies | 2/28/2024 |
| Marketing Magic In Collections For An Engaging Future | HT20240221 | | Active | No | ACA International | Recordings | Don't miss this opportunity to transform your collections approach by infusing it with the strategies that drive successful marketing initiatives. Join us as we navigate the intersection of retail, collections, and marketing, charting a course for a dynamic and engaging future
Speakers: John Balon & Tim Collins
| Marketing is the New Collections. : Marketing Magic in Collections for an Engaging Future | 2/21/2024 |
| Getting Back to Basics: Collections 101 and The Big Picture | HT20240220 | | Active | No | ACA International | Recordings | Explore the interconnected nature of debt recovery efforts, gaining insights into effective communication, persistence, and the significant impact of individual contributions on the organization's reputation in the economy. This session sets the stage for success by instilling purpose, focus, and dedication, empowering agents to navigate challenges, build client relationships, and contribute to the overall success of the collections industry.
Elevate your skills, connect individual efforts to larger goals, and set the foundation for a successful career in debt recovery. 'Getting Back to Basics 101: The Big Picture' equips participants with the knowledge and insights needed to excel in the dynamic collections environment. Through interactive discussions and practical scenarios, agents will gain a clear understanding of how their day-to-day responsibilities align with the bigger objectives of the industry, fostering a sense of purpose and commitment to excellence.
Speaker: Elizabeth Conklin
| Getting Back to Basics: Collections 101 and The Big Picture | 2/18/2024 |
| Navigating the Future: A Comprehensive Introduction to Open Banking | HT20240214 | | Active | No | ACA International | Recordings | This session serves as a comprehensive introduction to Open Banking, detailing its objectives and the ongoing CFPB rulemaking process, with a focus on its implications for ACA agencies in the financial services sector. An Agency Leader providing a critical perspective by asking insightful questions that reflect the concerns and skepticism of agency owners regarding the adoption and integration of Open Banking. This role is pivotal in ensuring the webinar addresses real-world challenges and apprehensions faced by agencies. The session will also feature experts like Joann Needleman and Colin Winkler, who will provide legal insights during the Q&A, and Dave Hanrahan, who will cover the technical aspects. This format is intended not just to introduce Open Banking but also to elucidate its practical impact and potential for transforming financial service strategies within the ACA community.
| Navigating the Future: A Comprehensive Introduction to Open Banking | 2/14/2024 |
| Riding the Emotional Waves of Debt Collections | HT20240207 | | Active | No | ACA International | Recordings | The debt collection industry can be ones of daily ups and downs, it can be a roller coaster of emotions. From Debt substantial caseloads, stringent deadlines, and the directive to optimize recoveries, all these combined can create an environment prone to heightened emotions and potential burnout. In this session we will review strategies to enhance workload management and mitigate emotional stress in this rewarding – yet demanding – profession in debt collections.
Speakers: Cortney Helfrich & Kay Reitz
| Riding the Emotional Waves of Debt Collections | 2/7/2024 |
| Robotic Collections: Precision with AI | HT20240122 | | Active | No | ACA International | Recordings | Join us for an enlightening webinar as we delve into the pervasive realm of artificial intelligence (AI) and its profound impact on the future of our industry. In a world where AI is omnipresent, gaining a comprehensive understanding of its essence is pivotal for businesses looking to stay ahead. We invite you to explore not only what AI truly represents but, more importantly, how you can seamlessly integrate it into your business operations. Our esteemed moderator, Jon Balon, will guide this insightful discussion featuring prominent panelists Heath Morgan and Nathan Anderson. Together, they will demystify the intricate world of AI, offering valuable insights to help our audience grasp its nuances. Whether you are a seasoned professional or new to the AI landscape, our panelists will address common concerns and provide actionable advice on embracing AI in your business. The dialogue will encompass various questions directed at the panelists, unraveling the mysteries of AI for the audience. From dispelling common apprehensions about AI to practical steps for familiarization, our experts will shed light on how to navigate the evolving landscape of artificial intelligence. Delving into the different types of AI and their practical applications, the discussion will equip you with a strategic understanding of how to harness AI's potential. Specifically tailored to our industry, the webinar will explore the practical use cases of AI in collections. Gain insights into how AI can be implemented effectively in your collection strategies and discover the potential benefits for both collectors and account holders. The discussion will also address pertinent concerns related to regulations, ensuring that you are well-informed about the regulatory landscape surrounding AI. As we ponder the future of AI, our experts will guide you in planning for the integration of AI technologies into your business strategy. Whether you are considering tools like ChatGPT or similar AI applications, our panelists will provide valuable perspectives to aid in your decision-making process. Don't miss this opportunity to unravel the mysteries of AI and explore its transformative potential for your business. Join us for a thought-provoking discussion that will empower you to navigate the AI landscape with confidence and strategic foresight.
| Robotic Collections: Precision with AI | 1/22/2024 |
| Cyber Charm 101: Mastering the Art of Digital Engagement and Brand Magic! | HT20240108 | | Active | No | ACA International | Recordings | Transform your digital strategies and kickstart a successful 2024 by gaining invaluable insights into often-overlooked aspects of online engagement. Join this Hot Topic where we delve into a crucial yet underestimated facet—how to generate buy-in without direct communication. In today's digital age, understanding the consumer's perspective is key to maximizing your digital strategy efforts. Moderated by Jon Balon and featuring insights from panelists Aaron Reiter and Katie Borchers, this session will unravel the complexities of online brand building. Learn why your online brand is not just important but a critical component of your digital strategy. Explore the reasons behind the significance of your brand to a consumer and how it influences their perception in the vast online landscape. The discussion will extend to the pivotal elements of your payment portal, shedding light on what matters most to the consumer during online transactions. Our panelists will also address the question of why Google reviews matter and how they contribute to shaping your online brand reputation. This session is designed to provide practical insights into what goes through a consumer's mind when they receive communication and embark on online explorations about your brand. Gain the knowledge needed to ensure a robust online brand presence that instills trust and credibility in the digital realm. Join us and equip yourself with the tools to strategically navigate the digital landscape, fostering a strong online brand presence that resonates positively with your target audience.
| Cyber Charm 101: Mastering the Art of Digital Engagement and Brand Magic! | 1/8/2024 |
| Elevate Your 2024 Strategy: Mastering Data-Driven Decision Making | HT20230103 | | Active | No | ACA International | Recordings | Start your 2024 right by attending this high-impact session on making data-driven decisions. join our esteemed panelists Jon Balon and Chris Shumacher, as they explore the evolution of data-driven decision-making from a concept to a critical business strategy, propelling organizations further and faster in the modern landscape.
Our discussion will commence by delving into the very essence of data-driven decision-making, unraveling its intricacies, and emphasizing its paramount importance in today's dynamic business environment. The focus will then shift towards addressing the common apprehensions surrounding the implementation of data-driven strategies. The panelists will guide you through overcoming the overwhelm, providing insights into the crucial first steps and streamlining the process for effective adoption.
We'll scrutinize the adequacy of focusing solely on daily recoveries, prompting a reflection on broader perspectives and datasets essential for a comprehensive decision-making approach. The significance of Key Performance Indicators (KPIs) will be explored, answering the fundamental question of whether they are a necessity and, if so, how they can be tailored to align with your unique business goals.
Furthermore, we demystify the distinction between reports and dashboards, offering clarity on which approach better aligns with your organizational needs and the rationale behind the choice. The practical side of data-driven decision-making will be underscored as we delve into the process of constructing meaningful dashboards. Gain actionable insights into what elements to include and how to ensure they provide tangible value to your decision-making processes.
This session is not just a theoretical exploration but a practical guide, arming you with actionable takeaways to drive your business forward through the effective implementation of data-driven decision-making strategies. Join us for an engaging and insightful discussion that goes beyond the surface, equipping you with the knowledge and tools to navigate the evolving landscape of data-driven business strategies.
| Elevate Your 2024 Strategy: Mastering Data-Driven Decision Making | 1/3/2024 |