5:00 PM - 6:00 PM

This reception is for the ACA International Council of Delegates, Board of Directors, Board candidates and ACA International Past Presidents.

7:00 AM - 3:00 PM

Entrance into the Expo Hall during set-up hours are limited to only registered booth staff. Exhibitors who hire a contractor for booth set-up must identify those individuals in advance. Exhibit or Booth Set-Up badges are required for entry during set-up time.

Check in at registration before heading to the Expo Hall, badges will be checked.  Exhibitors must be fully set by 3:00 PM.

7:00 AM - 7:00 PM

Sponsored by LexisNexis

7:30 AM - 10:00 AM

This is the annual business meeting of the ACA Council of Delegates. 

10:00 AM - 1:00 PM

You can follow trends or create them. You can be disrupted or the disruptor. It’s your choice. All clients and companies considering communication and payment software solutions from a single provider are welcome. Learn about our solution results, roadmap, and how we are creating the industry's future together. To RSVP or for additional information, contact Ed Ujcich at [email protected]. Reduce Costs, improve operational efficiencies, and increase profits. It’s your choice.

10:00 AM - 1:00 PM

Come join ACE users and InterProse executive team members to hear how technology is shaping the development roadmap for ACE and provide your feedback on what is most important to your business. Please contact Aaron Reiter for additional information. Current users and those evaluating platforms are welcome. [email protected] or 360 907-5880.

1:00 PM - 3:00 PM

Cybersecurity can be a daunting challenge, especially for organizations that lack dedicated cybersecurity staff or rely on external resources. These organizations often feel isolated, with limited access to guidance, collaboration, or shared experiences.

The Cybersecurity Collective addresses this challenge by creating a supportive community of ACA members. Chaired by cybersecurity experts, the Collective helps ACA members build and maintain a cybersecurity culture at no cost.

In this interactive session, we'll demonstrate how the power of collective cybersecurity can benefit all ACA members through collaboration, information sharing, and a unified front.

Key Takeaways

• Three Steps to Plant and Grow Cybersecurity: Learn how the Collective can guide organizations with limited cybersecurity expertise to develop internal capabilities.
• Building Trust and Partnerships: Foster effective collaboration among ACA members and leverage the expertise of cybersecurity professionals.
• ACA Auditorium of Action: Gain insights from a panel of ACA members sharing their experiences with cybersecurity regulations, building a cybersecurity culture, and the value of the Collective.
• Cybersecurity "What-the-What": Industry experts provide a concise and engaging update on collectors' top cybersecurity concerns (dancing optional).
• Collective Action in Practice: Discover how to join, engage with, and contribute to the community.

Who Should Attend? 

• Collection professionals of all levels
• IT managers and decision-makers
• Collections leaders concerned about cyber risk and developing internal cybersecurity expertise.'
• Anyone interested in the benefits of security collaboration

Session Timeline

• Cybersecurity "What-the-What" (25 min): Kick off with a dynamic update on the cybersecurity landscape for collections, including regulatory changes and emerging threats.
• Panel Discussion (60 min): Hear firsthand from ACA members about their cybersecurity journeys, lessons learned, and how the Collective has supported their efforts.
• How the Collective Helps Me Help You (20 min): A step-by-step walkthrough of how the Collective can benefit your organization.
• Q&A and Closing (15 min): Address audience questions and summarize key takeaways.
   

1:00 PM - 3:00 PM

[Members Only]

Get ready to experience ACA's State Guide Cohort in person! Whether you're an ACA State Guide subscriber or not, this 2-hour session offers a unique opportunity to explore the valuable insights provided by ACA's Guide to State Collection Laws and Practices, affectionately known as "State Guide". 

State Guide has long been one of the association’s most popular compliance tools. It contains a curated collection of ARM-industry-relevant state laws and related materials that impact debt collection and business operations. It covers topics such as:

• Interstate Collections
• First-Party Collections
• Commercial Collections
• Attorney Licensing
• Purchaser Licensing
• Garnishment
• Right of Assignment
• Adding Fees
• Employee Monitoring
• Automated Dialing and Announcing Devices
• Contact/Fee Information

Cost: There is no cost to attend. RSVP for this session by adding it to your convention registration. 

Attorneys: ACA is applying for CLE credits for this session. CLE credit will be provided for those whose states approve the program. 

2:00 PM - 2:45 PM

Sponsored by Bayview Solutions, LLC.

Stop in for tips on how to make the most of your convention experience. All first-time attendees, new members or those who have not attended for several years are invited to attend.

2:30 PM - 3:15 PM

Sponsored by RevSpring

As champions of progress, the ACA Visionaries Committee leads ACA International’s commitment to fostering a diverse, equitable, inclusive, and welcoming environment for all.  Learn about monthly ACA's Water Cooler Chats, quarterly webinars and the upcoming Visionaries conference in November. Beverages and light snacks will be provided.

3:30 PM - 5:00 PM

Sponsored by Finvi

ACA CEO Scott Purcell and President David Williams kick off the convention followed by our opening keynote, author John O'Leary. 

John was a curious nine-year-old boy. Playing with fire and gasoline, he created a massive explosion in his garage and was burned on 100% of his body. Given less than 1% chance of survival, John is proof of the power of the human spirit.

His unlikely recovery meant a journey of pain and loss that could have easily been insurmountable. However, far from being an example of someone who simply endured tragedy, John is a luminous example of thriving through adversity.

Surprisingly, this “survivor” story isn’t focused on John – rather, it is a celebration of heroes who intimately served him and his family. From a dedicated Hall of Fame sports announcer to a visionary burn nurse (and countless others), every individual involved in this 1987 fire teaches us this truth: one person can make a profound difference in the lives of others.

With emotional storytelling and unexpected humor, John reminds audiences of the significance of daily attitudes, the power of gratitude, and the impact of serving others with courage. He reawakens audiences to realize the gift of today and the possibility of tomorrow.
 

5:00 PM - 7:00 PM

Sponsored by Collectors Insurance Company, Aon, AXIS and CT Corporation

The official opening of the expo hall is a do-not-miss event! Notorious for peak attendance, you'll see the latest in technology, solutions and services to help you better service your clients, employees and consumers. Be sure to start your evening off with friends, colleagues, and new acquaintances at the Welcome Reception. 

Innovation Stage

The Innovation Stage provides a platform for exhibitors and sponsors to deliver 15-minute presentations in the Expo Hall on new technology or solutions that advance the credit, collections, and accounts receivables industries. This format allows attendees to hear about these solutions without having to miss breakout sessions. All Innovation Stage sessions are included in the schedule and are indicated with “[Innovation Stage]” at the start of the session title.

5:15 PM - 5:35 PM

Presented by IDI

Skip tracing is often a critical resource for an effective collection workflow. Today, there are a number of formidable players to choose from as potential vendors in the skip tracing world. Many have their own strengths and weaknesses. The workforce that fills seats today as collectors and skip tracers tends to be a younger demographic that is accustomed to user interfaces that are quick, simple and accessible on demand.

IDI’s collections team has multiple decades of experience in skip tracing best practices and technology advancements. Our philosophy today is to build solutions that are powerful, cost effective, and easy to use which is well aligned with the expectations of today’s generation of collectors. Join us for a brief presentation and review of our flagship skip tracing solution idiCORE, and discover why IDI has quickly gained a reputation as one of the industry’s best collections solutions.

5:40 PM - 6:00 PM

Presented by Call Center Services International (CCSI)

This session will outline the key factors of nearshoring solutions for a debt collection team and workforce. The audience will hear from experts who have established a nearshore team and discuss the Pros/Cons of this type of initiative. Learn how to pick and choose solution providers and avoid common mistakes.

6:05 PM - 6:25 PM

Presented by Applied Innovation, Inc.

Applied Innovation has been exclusively serving the ARM industry since 2001.  Attend this session to learn more about our solutions designed to enhance client engagement via ClientAccessWeb.  Discover the power of our self-serving consumer portal, PayStream.  Review the convenience of delivering documents to consumers and clients via our platform Papyrus.  Meet the Safeguards Rule requirement by exploring our Penetration Testing services incorporating both external and internal testing programs. Successful companies leverage a host of technologies available in the ARM industry. Find out more about how our solutions can enhance efficiencies in your organization.

6:30 PM - 6:50 PM

Presented by NobelBiz

Dive into the future of your agency’s operations with NobelBiz at the helm, showcasing our groundbreaking hybrid dialing solution. As industry leaders in communication technology, we're pushing the boundaries to seamlessly blend manual and automated dialing processes, delivering unmatched efficiency while navigating the stringent requirements of TCPA compliance.

Discover how our innovative approach not only adheres to the toughest regulatory frameworks but also turbocharges your collection efforts and operational flexibility.

Diverse Dialing Dynamics: From secure manual inputs to predictive automated calling, learn how tailored dialing options can optimize your collection strategies.

Dragon Call Initiator: Explore this non-ATDS system that transforms non-consent campaigns into compliance-safe powerhouses, ensuring legal integrity without sacrificing performance.

Enhanced Compliance Tools: Real-time DNC scrubbing, sophisticated time zone checks, and adaptable call attempt parameters—all designed to fortify your compliance stance while boosting recovery rates.

Why attend? This isn't just another tech talk. It's a chance to see compliance technology in action, offering practical solutions and real-world applications that enhance both customer engagement and legal conformity. Whether you're looking to elevate your operational efficiency, safeguard against compliance risks, or both, you’ll leave equipped with actionable insights and innovative strategies that can be implemented within your own collection agency.

7:00 PM - 9:30 PM

You won’t know which restaurant you’ll be eating at (or which ACA members you’ll be dining with), until 30 minutes before dinner time. Participants pay for their own dinner and drinks at the restaurant. Groups will arrange their own transportation. Plan to meet at Sapphire 402 next to the ACA registration desk at 7:00 PM for group assignments; and reservations are set for 7:30 PM.

6:30 AM - 7:30 AM

Join an early morning site-seeing run with ACA members Jon Balon of Williams & Fudge and Aaron Reiter of InterProse.Plan for a +/- 4 mile run starting from the hotel lobby. 

SIGN UP with Aaron: [email protected] or (360) 907-5880.

8:00 AM - 9:00 AM

Sponsored by CollaborationRoom.ai, LLC.

8:00 AM - 3:45 PM

Innovative technology and efficiency are important as the world changes at a pace we've never seen. At Expo 2024, our exhibitors and sponsors are excited to share the industry's newest technologies and services to help you achieve the results you are looking for. Make your list and make time to visit with each company while you are at convention.

Innovation Stage
Expo 2024 is also the home of the Innovation Stage (between aisles 100 & 200) where bite-sized sessions will showcase industry resources and solutions. This format is designed to allow you to hear about these solutions without having to miss breakout sessions. All Innovation Stage sessions are included in the schedule and are indicated with “[Innovation Stage]” at the start of the session title.

Self-Guided Expo Tours
Six maps will be made available in print and on the mobile app to help guide you to some of the latest technologies and new solution partners. See the full list of 45 different service and product categories provided by exhibitors.

Expo Bingo
Explore the Expo floor on your bingo card for a chance to win a complimentary 2025 Convention registration!

8:00 AM - 9:00 AM

Attendance at this meeting is by invitation only. 

ACA welcomes the Korean Credit Information Association to San Diego! 

 

8:00 AM - 3:45 PM

Sponsored by LexisNexis

9:15 AM - 10:15 PM

[Legal Education - Members Only]

Fair Credit Reporting Act claims have risen dramatically over the past few years. And unlike FDCPA cases, they can result in substantial damages awards for consumers. But even “bad facts” cases can be beaten if you know the law and act quickly to shore up your defenses when you learn of a new claim.

Learning Objectives:

• The  tactics consumers’ attorneys are using to create FCRA claims, how to make yourself a hard target, and ways to beat cases once you’ve been sued. 
• Current tactics consumer attorneys are using to create FCRA exposure. 
• Early detection methods to be able to put a stop to FCRA claims before they ripen. 
• What you can do from a compliance perspective to prevent or quickly respond to these claims. 
• Litigation defense strategies to separate cases that should be settled from those you can defend when a lawsuit is filed. 
   

9:15 AM - 10:15 AM

What's really happening in the economy and how will it impact the ARM industry? From inflation to interest rates and consumer spending habits, you'll get the inside scoop.

Apologies to Henny Penny, but we're witnessing the emergence of two distinct scenarios. On one hand, there's the “sky is falling” option, foreseeing slower growth in Q1 2025, heightened unemployment rates, and signs of consumer fatigue. On the other hand, there's the “it's just an acorn” approach, highlighting robust data across sectors like non-residential construction, manufacturing, and the spending patterns of the upper echelon of income earners. As we approach mid-summer, and with year's end on the horizon, where do we stand, and what might the future hold?

Learning Objectives: 

• Uncover the direct link between economic trends and debt collection strategies.
• Get ahead of the curve with short- and medium-term predictions to guide your business decisions.
• Walk away with practical tips and strategies to navigate the economic landscape like a pro.
   

9:15 AM - 10:15 PM

In the realm of auditing, the challenge lies in discerning where to focus your efforts. With numerous areas to scrutinize—from collector conversations to policy adherence and electronic communications—it's crucial to optimize time management.

Learning Objectives:
 

• Learn to discern critical areas for auditing within your organization, prioritize efforts effectively, and optimize resource allocation.
• Gain expertise in implementing audit processes, using available tools, and maximizing efficiency while ensuring thorough documentation.
• Master the art of conducting risk assessments to proactively identify compliance risks within your organization, enabling you to anticipate potential issues and take preemptive measures to mitigate compliance risks.
   

9:15 AM - 10:15 PM

Revolutionize your approach to technology alongside industry experts and embark on a journey to transform your IT landscape. In this session you will discover how to maximize your IT resources, eliminate waste, and leave your competitors in the dust. Dive deep into strategies for success and chart a course that propels your organization to the forefront of innovation and efficiency.
 

Learning Objectives: 

• Learn to strategically manage vendor contracts, anticipate renewal needs, and proactively stay ahead to avoid last-minute negotiations.
• Discover how to merge process improvement with innovation using the principles of the Elon Musk Algorithm, transforming outdated processes into efficient methodologies.
• Develop the skill to discern between hype and strategic value in emerging technologies, aligning them with business objectives effectively.
• Shift focus to the critical realm of tech maintenance, upgrades, and patches, optimizing routine tasks for stability and mastery of your IT ecosystem.

9:30 AM - 10:30 PM

Attendance at this meeting is by invitation only. 

Contact Scott Purcell, CEO, at [email protected] for more information.

10:15 AM - 11:00 AM

Sponsored by CDS Software

10:25 AM - 10:45 AM

Presented by Sedric

11:00 AM - 12:00 PM

Navigating Unchartered Regulatory Waters with a Newly Emboldened CFPB, Election Year Threats, and a Runaway Congress—Unpacking What’s At Stake—and ACA’s Strategy

Brace yourself for this session packed with the pivotal regulatory developments unfolding in Washington. Our panel of D.C. experts will explore the implications of these crucial regulatory changes, their impact on your day-to-day operations and what ACA is doing to lead the fight to combat the challenges headed our way.

Key Focuses Include:

• The imminent FCRA proposed rule will be fought by the entire financial services industry and will impact 100% of ACA members.  Ph.D. Economist Andrew Nigrinis will paint a picture of the current impact of the credit reporting agencies’ removal of balances at $500 or less and bills less than one year old, the estimated impact of completely stopping all medical debt credit reporting, as well as the credit header element of the proposed rule. He will also share the results of his latest research. Leah Dempsey and ACA Member Leadership will discuss the key elements of ACA’s strategy to mitigate the harm from this proposed rule—and how you can play a critical role!  
• The Supreme Court's decision on the Chevron ruling and how it might curb some of the CFPB’s and other regulators’ powers.
• The Supreme Court’s decision stating the current funding of the CFPB is indeed constitutional and how does it embolden the CFPB?
• The strong attention on the White House's stance on medical debt credit reporting. What’s in it (or not) for us? 
• The fully seated FCC is moving full steam ahead on rulemaking. Learn how ACA’s advocacy has already impacted many of the new rules in a positive way.
• A proposed bill to undo the Facebook decision that would create significant TCPA liability for us. Where does this stand and what is ACA doing to help stop it
• Canceling ALL medical debt? Yes, this bill has been proposed in Congress.
• The bipartisan bill on federal data privacy – what is it?
• With the emerging role of AI, we should expect legislation. Learn what ACA is doing to lead in that arena and ensure basic automation, such as robotic process automation, is not included in the definition of AI.
• The innovative wins by and with various ACA state units and their parallel to D.C. politics on remaining harmful laws.
   

12:00 PM - 2:00 PM

Sponsored by InterProse

12:00 PM - 2:00 PM

This annual meeting is for members of ACA's group50. 

12:05 PM - 12:25 PM

Presented by CSS IMPACT

Explore the frontier of AI in the collections industry with the unveiling of "AI Powered Collections," a cutting-edge platform designed to transform client onboarding into a simpler experience. This session will demonstrate our innovative AI technology that will make difficult interface creations a thing of the past. CSS IMPACT will showcase a live demonstration of its latest AI-Agent Collector and its capabilities in real-time interactions, providing attendees a firsthand look at AI-driven voice interactions with selectable AI Models such as ChatGPT, Claude, LLaMA, Gato, and more. Participants will witness a live demo featuring interactive audience participation, showcasing the seamless integration and effectiveness of AI in enhancing collection strategies, client relations, and debtor engagement.

12:35 PM - 12:55 PM

Presented by ezPay365

1:05 PM - 1:25 PM

Presented by Finvi

Far from being a static attribute, a consumer’s ability and willingness to pay at any given point in time is a fluid and evolving status, likely to vary substantially from one point in time to the next.  The key for any collector is – and always has been – to make contact at the period in time when that propensity to pay is more likely to be high than low.

At its worst this is reduced to a guessing game.  Even at its best it is often little more than leveraging credit score, directional knowledge of consumer pay periods, and known macro events such as tax refunds.  By leveraging true artificial intelligence and machine learning agencies are able to mine one of their most valuable assets – their very own data – to establish dynamic propensity to pay probabilities.  Learn how Finvi is leveraging a series of AI frameworks (decision trees, nearest neighbor algorithms, etc.) to create a meaningful propensity to pay score that allows an agency to intelligently segment patients and/or consumers at the level of macro- as well as micro-pools that then inform effective collections outreach.

1:35 PM - 1:55 PM

Presented by Skit.ai

The adoption of Conversational AI solutions for automating payment collections has surged in the accounts receivables industry over the past two years. As with any rapidly growing technology, this field is quickly evolving. Enter large language models (LLMs), introduced to enhance these solutions’ ability to handle complex, human-like conversations with consumers. In this informative session presented by Skit.ai, we’ll delve into what LLMs are, their secure and compliant integration into Conversational AI solutions, and the impact they’ve already made on leading industry players utilizing them to automate their collections.

2:00 PM - 3:00 PM

Get ready to delve into the intricacies of recent court rulings! In this session, you will have the unique opportunity to scrutinize court decisions from the past year alongside a panel of experts. Engage with real-life case scenarios to evaluate how each decision impacts your business practices. Gain valuable insights into the reasoning behind each decision and take home best practices to mitigate similar claims in the future.

Learning Objectives:

• Gain a comprehensive understanding of real-life scenarios that have resulted in litigation, enabling participants to recognize potential legal risks within their own business practices.
• Acquire strategies and best practices to proactively mitigate the risk of becoming a defendant in similar litigation, informed by insights derived from analyzed case scenarios.
• Develop the ability to apply lessons learned from reviewed case scenarios to enhance decision-making processes and minimize legal exposure in future business endeavors.    
   

2:00 PM - 3:00 PM

Big, glamorous tech tools tend to capture our attention. This happens for good reason, as they can be transformative “rocket ships” that take our businesses to the next level. But these rocket ships are also expensive and, if something goes wrong, dangerous. Solutions that are easily accessible, with low barriers (cost and expertise) to use aren’t as flashy. But, like a bicycle, they can help you go from Point A to Point B in a fraction of the time. This session will discuss and provide practical examples of “bicycles” that all agencies can use to streamline their operations and improve their businesses.

Learning Objectives:

• Discover affordable (sometimes free), user-friendly technology solutions to everyday business problems.  
• Explore practical strategies for leveraging technology as a catalyst for growth.
• Identify opportunities, overcome challenges, and drive sustainable business success in a rapidly evolving digital landscape.
   

2:00 PM - 3:00 PM

[Legal Education - Members Only]

Unethical behavior is something that most lawyers see during their practice of law. It often occurs on the spectrum from a hyper-technical violation to the kinds of things we see in Hollywood melodrama. It is not always easy to know how to respond in a way that is professional, practical, and strategic. This session will address real-life examples of ethical violations (not committed by the speaker) and how to deal with them by breaking into teams, brainstorming, and hearing a variety of ways we can best represent our clients when the other side crosses the line.    

Learning Objectives:

• Develop immediate, professional, and practical responses to a broad spectrum of ethical violations.
• Participate in interactive sessions that encourage the sharing of strategies and perspectives, fostering a collaborative approach to ethical decision-making.
• Explore real-life case studies of bad behavior (again, and I cannot stress this enough, not committed by the speaker).    
   

2:00 PM - 3:00 PM

Explore the dynamic intersection of AI, innovation, and data analytics and their profound impact on organizational productivity and employee engagement. You'll uncover practical strategies for leveraging predictive modeling and data analytics to optimize workforce allocation and identify performance trends. Discover how AI-driven automation can revolutionize task management, freeing up valuable time for your team to focus on strategic initiatives. Additionally, we'll delve into the realm of personalized employee development, examining how AI-based learning platforms can tailor training programs to individual needs, fostering a culture of continuous learning and growth within your organization.

Learning Objectives:

• Understanding the Impact of AI and Data Analytics: Gain insights into the potential of AI, innovation, and data-driven approaches to optimize productivity and enhance employee engagement.
• Identifying Opportunities for Automation: Learn how to identify repetitive tasks and workflows that can be streamlined through AI-driven automation, allowing employees to focus on high-value activities that contribute to organizational success.
• Personalizing Employee Development: Explore the role of AI-based learning platforms and innovative tools in delivering personalized training and development opportunities tailored to individual employee needs, fostering a culture of continuous learning and growth.
• Enhancing Performance Management Practices: Discover how data analytics tools can be used to assess employee performance objectively, provide constructive feedback, and drive ongoing improvement initiatives, leading to higher levels of employee satisfaction and engagement.
• Increase Communication and Engagement: Learn how to effectively utilize automation tools to establish and sustain consistent communication channels with staff members, thereby cultivating a workforce that is actively engaged and thoroughly informed.
   

3:00 PM - 3:45 PM

Sponsored by Provana

Celebrate National Ice Cream Month at Provana's booth. 

3:10 PM - 3:30 PM

Presented by TEC Services Group

Step up your game with TEC Services Group at the ACA Innovation Stage! This dynamic 20-minute session is your ticket to revolutionizing your contact center operations through cutting-edge data and analytics strategies. Discover how to accelerate and enhance your contact and liquidation rates by delving into:

•  Modernizing data strategies to stay ahead of the curve.

• Bridging reporting gaps for smarter, data-driven decisions.

• Boosting engagement with innovative digital communication channels.

• Navigating compliance and regulatory challenges with ease.

• Climbing client scorecards to capture more market share.

Don't miss this opportunity to transform your approach and drive significant improvements in your contact center. As a special bonus, attendees who have their badge scanned at the end of the session will receive a complimentary 1-hour data strategy and technology assessment consultation, valued at $300, after the conference.

Join us and learn how to leverage data and analytics to change your game and lead your contact center to new heights!

3:45 PM - 4:45 PM

In today's digital age, professionals are bombarded with information about the transformative power of artificial intelligence (AI). But what does it really mean for your organization? How can you cut through the hype and harness AI to solve real-world problems? In this session, we'll demystify AI and explore its practical applications across IT, cybersecurity and compliance domains. We'll show you how AI is not just a futuristic concept, but a powerful tool you can use today to optimize operations, strengthen security, and ensure compliance.

Learning Objectives:

• Discover how to leverage AI to automate repetitive IT tasks, make data-driven decisions, and boost overall efficiency.
• Learn strategies for deploying AI-powered cybersecurity solutions to detect threats in real-time, proactively monitor your systems, and adapt to emerging risks.
• Explore techniques for integrating AI into your compliance processes to streamline governance, manage risk, and stay ahead of regulatory changes.
   

3:45 PM - 4:45 PM

Ready to revolutionize your agency's operations? Step into a groundbreaking session designed to propel your efficiency and recovery rates to new heights. Dive deep into the world of self-service options and automation tools, empowering you to do more with less and overcome staffing challenges effortlessly. Discover cutting-edge strategies to optimize workflows, implement client-level scoring and segmentation, and harness the power of automation to streamline processes and maximize results. Get ready to transform your agency's performance and profitability like never before!

Learning Objectives: 

• Learn techniques to streamline processes and boost recovery rates, empowering you to achieve more with less effort.
• Discover how to effectively score and segment clients for targeted approaches that maximize results and client satisfaction.
• Explore innovative solutions for staffing obstacles, including self-service options and automation tools, to overcome resource limitations and drive operational excellence.
  

3:45 PM - 4:45 PM

[Legal Education - Members Only]

Join us for a practical update hosted by three ACA privacy and compliance veterans, Heath Morgan, Justin Murphy, and Leslie Bender, to navigate the evolving landscape of federal and state privacy laws (and executive orders) and their impact on a AI in 2024.

Learning Objectives:

• How federal and state laws and executive orders spark (or inhibit) opportunities for innovation, development, and deployment of AI technologies.
• Key compliance considerations for credit and collections businesses leveraging AI in a privacy-conscious environment.
• Practical strategies to ensure you are developing responsible AI practices that respect consumer privacy rights.
   

3:45 PM - 4:45 PM

As we inch towards Election Day, the collections industry remains a campaign talking point in the White House, agencies, Congress, and the states. A bipartisan outlook from legal and policy professionals will break down what to expect after the election and during the lame duck. This will include a discussion about the best legal and advocacy strategies for enforcement activity that could impact your ability to operate.  We will dissect the most relevant state and federal activity for members and provide practical tips and strategies for staying out of the cross-hairs of state AGs, federal lawmakers, and regulators including the Consumer Financial Protection Bureau, the Federal Communications Commission, the Federal Trade Commission, and others.

An election year brings both challenges and opportunities as campaign-driven policymaking takes over Washington and drives headline making enforcement activity; don't miss this must-see discussion.

4:45 PM - 5:30 PM

Let's Jam! Attending convention is about making life-long connections with those with similar business issues and questions. Agencies with 50 or fewer employees, swing by this reception to meet other fellow small agencies colleagues and learn about ACA's upcoming Small Agency Jam Sessions. RSVP when you register.

6:00 PM - 9:00 PM

Sponsored by Nationwide, REPAY, & & VoApps DirectDrop Voicemail

Join this journey filled with camaraderie, history of naval ships and stunning sights of all San Diego Bay offers. You'll see Coronado Island up-close and maybe even get a glimpse of Mexico. This bay cruise will include dinner, entertainment and drinks! Transportation to the port is on your own; 1.5 miles from the Hilton. Tickets are $225 per person. Sponsored by Nationwide, REPAY & VoApps DirectDrop Voicemail.

Benefitting the ACPAC administration fund.

Check out additional opportunities on how your company can support this event through sponsorships.

6:00 AM - 7:00 AM

Join an early morning site-seeing run with ACA members Jon Balon of Williams & Fudge and Aaron Reiter of InterProse.Plan for a +/- 4 mile run starting from the hotel lobby.

SIGN UP with Aaron: [email protected] or (360) 907-5880.

7:00 AM - 1:30 PM

Sponsored by LexisNexis

7:30 AM - 8:00 AM

Sponsored by Payscout

Breakfast service will start at 7:30 and end at 8:00 a.m., followed by Awards presentation at 8:00 a.m. 

Commemorate our industry champions who will be recognized for selflessly devoting their time and skills to advance the accounts receivable management industry. Receiving an ACA honor symbolizes a member’s commitment to the association and the industry. The Awards recognition is followed by our final keynote speaker.

8:00 AM - 9:30 AM

Awards
At the annual awards ceremony, many of the association’s outstanding members will be recognized for selflessly devoting their time and skills to advance the accounts receivable management industry. Receiving an ACA honor symbolizes a member’s commitment to the association and the industry. Join us in this celebration of member success, where awards such as the ACA Member of the Year, Hall of Fame and the Best Companies to Work in Collections. The Awards recognition is followed by our final keynote speaker.

Keynote & Author Debra Fine
Join bestselling author and nationally recognized keynote speaker Debra Fine for a fast-paced, interactive, and entertaining presentation on The Fine Art of Building Business Relationships. Together, we’ll laugh, learn, and leave with insightful tips and tools to enhance your networking skills, build rapport, and maximize the value of both virtual and face-to-face interactions. Discover how to turn every conversation into an opportunity for success, as you learn how to: 

• Approach new people
• Quickly establish rapport and converse easily with new acquaintances
• Start conversations and keep them going
• Avoid sending contradictory or confusing signals about yourself
• Employ easy-to-use “active” listening techniques that will make communication more effective and help clarify the meaning behind the message
• Exhibit positive basic body language
• Prevent the most common conversation blunders that create a negative impression
• Master introductions and remember names
• Make an unforgettable positive first impression
• Demonstrate that you’re a positive and self-confident professional
• Turn every business meeting, conference and interaction into an opportunity for success
• Experience more ease at business conferences, networking occasions, receptions and meetings
• Exit conversations with grace

Debra Fine is the author of the bestselling book "The Fine Art of Small Talk: How to Start a Conversation, Keep It Going, Build Networking Skills—and Leave a Positive Impression" (Hachette), which has been translated and published in two dozen countries. A member of the National Speakers Association for 30 years, Fine delivers keynotes and training programs to global audiences, including Google, United Airlines, the National Electrical Contractors Association, the American Hospital Association, and JP Morgan Chase. Her recent media appearances include The Today Show, The Early Show, NPR Morning Edition, Fox Business News, and CNN. For more information, visit www.DebraFine.com.
 

9:30 AM - 1:30 PM

9:30 AM - 10:15 AM

Sponsored by Payment Savvy

9:40 AM - 10:00 AM

One Combined Audit: An Efficient Approach to Complying with Multiple Security and Compliance Frameworks

Presented by AARC-360

At AARC-360, we understand the challenges and complexities that our clients may face in adhering to multiple security and compliance frameworks such as SOC 1, SOC 2, PCI, ISO 27001, HIPAA etc.  We will explore how organizations can streamline their compliance efforts by consolidating multiple audits into one cohesive process. We will discuss practical strategies for harmonizing different security and compliance frameworks, maximizing efficiency, and reducing costs via our approach of “One Combined Audit: An Efficient Approach to Complying with Multiple Security and Compliance Frameworks.”

10:15 AM - 11:15 AM

Bots do work that a person would normally do, so in effect, you are hiring a bot as an additional employee. You have experience hiring people, but how on earth do you hire a bot?  What are the similarities and differences from the people-hiring process?  In this session, we will track a new team member being hired and onboarded, juxtaposed against a new bot being "hired" and onboarded.  As a bonus, follow along as we support, lead, and manage the two.

Learning Objectives:

• How to select, "hire,” locate, train, and support a bot for maximum effectiveness.
• How to evaluate a bot.
• When and how to "promote" a bot to new responsibilities.
   

10:15 AM - 11:15 PM

[Legal Education - Members Only]

Join us for an immersive workshop designed to improve your legal practice through interactive skill-building exercises and collaborative learning experiences. This dynamic session will empower attorneys to enhance their client communication skills, master litigation management strategies, and thrive in the complexities of debt collection practices. Through audience participation and real-world simulations, participants will emerge with practical tools and newfound confidence to navigate these unique industry challenges.

Learning Objectives:

• Enhance Client Communication Skills:
  • Develop effective communication strategies to engage with clients professionally and empathetically.
  • Understand the importance of clarity, transparency, and active listening in client interactions.
    • Practice techniques for managing client expectations and building trust.
• Navigate Challenging Interactions with Opposing Counsels or Pro Se:
  • Identify common traits and behaviors of difficult opposing counsels.
  • Learn strategies for maintaining professionalism and composure in contentious legal proceedings.
  • Develop negotiation tactics to achieve favorable outcomes while upholding ethical standards.
• Make Informed Decisions About Legal Outsourcing:
  • Evaluate factors influencing the decision to engage external defense counsel, such as cost, expertise, and case complexity.
  • Understand ethical considerations and regulatory requirements when outsourcing legal work.
    Gain insights into effective collaboration with external counsel to optimize case outcomes.

10:15 AM - 11:15 AM

Ever wondered how you could skyrocket your bottom line and tighten up your business operations?

Step up to the mic and join our electrifying session designed to unleash the most effective solutions for your organization's success. In this open-mic format, moderators will introduce topics, inviting you to share successful strategies that drive revenue growth, cost reduction, strengthened controls, and overall profitability in your business. Bring your best practices and have your notebook ready for this fast-paced exchange of ideas, guaranteed to transform your profitability and business visibility within 30 days.  It's your time to participate, learn, and profit!

Learning Objective:

• Dive into discussions covering new market strategies, revenue enhancement, P&L optimization, budgeting, cash flow management, vendor relations, and more.
   

10:15 AM - 11:15 PM

Are you tired of struggling to meet your collection agency's targets? Dive into our dynamic discussion and unlock the secrets behind five key habits employed by the most successful agencies.

By attending, you'll discover actionable strategies to track activities to results effectively, empowering your agency to make data-driven decisions and maximize efficiency. Plus, gain insights into effective cost management techniques to boost your bottom line. Don't miss out on this opportunity to revolutionize your agency's approach and achieve tangible results.

Learning Objectives: 

• How to meticulously choose and manage vendors, ensuring optimal partnerships that drive results.
• Harnessing the power of data to make informed decisions and supercharge your collection efforts.
• Implementing champion challenger experiments to continuously innovate and stay ahead in the competitive landscape.
   

11:15 AM - 1:30 PM

Enjoy lunch during your last chance to visit our exhibitor, sponsors and Innovation Stage sessions in the Expo Hall.

11:30 AM - 11:50 AM

Presented by Arbeit Software

Attendees will learn the ins and outs of what causes spam and scam labels on their phone calls and Numberlab can help monitor and remove these labels.

Introducing Numberlab by Arbeit, A revolutionary patent pending technology that could double or even triple your call answer rates our state of the art tool not only identifies how calls are being labeled on consumer devices but also eliminates negative labels like potential spam or scam likely by continuously monitoring your numbers. Numberlab ensures your stay clear of negative associations. Experience the difference of hassle free connections, and join the growing community of satisfied users who trust numberlab for maximizing their answer rates.

Attendees will leave additionally leave with best practices on how to mitigate labels from occurring, as well as access to a free check on how their numbers are being labeled. 

12:00 PM - 12:20 PM

Presented by InterProse

If your collection platform isn't web-based, you will never fully leverage the power of modern AI tech. Legacy technologies will have access to technologies like ChatGPT, CoPilot, Gemini, and other competitors in this increasingly competitive space, but those on-prem or dedicated server systems will always be slower than their web-based counterparts, no matter how much money is thrown at them. Physics makes the rules.

Staying competitive and responsive means leveraging this rapidly growing AI tech and a fundamental competitive advantage of the system of record's architecture is a crucial decision to make before a gap widens too far.

Come join us for a short, information-packed session to understand the exciting potential of generative AI better and see the strategies one company, InterProse, is doing to stay in front of it for the agencies we serve. 

12:00 PM - 1:00 PM

Attendance at this lunch is for ACA Past Presidents only. 

12:15 PM - 1:15 PM

[Legal Education - Members Only]

Investigations, examinations, or audits by the government can be costly and result in heavy fines, mandatory changes to business practices, personnel changes, and bad publicity. Sensitive information including internal strategic documents, compliance training materials, policies and procedures, and human resources evaluations are always asked for and evaluated. Sometimes depositions are taken of senior officials and even board members.  

Critically managing these types of inquiries is fundamentally different from what happens in litigation, and the lack of a management plan can be fatal.

Learning Objective:

• Learn how to manage these  investigations without losing control. 
   

12:30 PM - 12:50 PM

They Lied About Eggs & Baskets: Increase Revenue, Improve Efficiencies, and Reduce Cost Without Risk

Presented by Intelligent Contacts

There’s a better way to more profits, higher productivity, and lower costs. The answer may seem counterintuitive until you see it. They lied about eggs & baskets. Moving from multiple “vendors” to two “solution providers” removes risk and increases rewards. Your collection software is great for running your business; you have all your business eggs in that basket. So why do you have your other eggs (dialer, email, texting, payment portals, analytics, AI, chat, payment IVR, and others) in your pockets, hands, bags, hats, shoes…? Attend this presentation to learn the value of two baskets for your eggs.

1:00 PM - 1:20 PM

Presented by Peak Revenue Learning

Within one hour of learning new information, people forget an average of 50% of what was presented. After 24 hours, they’ve forgotten an average of 70% of the material. Within a week, a whopping 90% of the information has slipped away. We will dig into Ebbinghaus's Forgetting Curve, the memory model that explains why this happens, and explore what you can do about it.

1:30 PM - 2:30 PM

Collection agencies can learn a lot from e-commerce strategies to collect more payments online. More than just your consumer or payment portal (yes, there is a difference), your online debt collection strategy should incorporate everything from what the consumer sees when they Google your company name, to how they interact with your website, authenticate into your portal, and ultimately make a payment. Understanding the success of online retailers provides important insights and lessons into how collection agencies can improve the consumer experience and collect more money.

Learning Objectives: 

• Gain a comprehensive understanding of the e-commerce life cycle within the context of debt collection agencies, including key stages and processes involved.
• Acquire insights into strategies and techniques for enhancing the debt collection agency's online consumer experience, with a focus on identifying areas for improvement and implementing effective solutions.
• Develop proficiency in utilizing e-commerce tools and metrics to evaluate the performance of the debt collection agency's online operations, enabling informed decision-making and optimization of business processes.
   

1:30 PM - 2:30 PM

In a world where digital communication dominates, mastering the art of email and text messaging is not just an option—it's essential for business success. This dynamic presentation will explore innovative strategies and compliance techniques that can transform your business communications into a revenue-generating powerhouse. Forget the old myths and learn to harness the full potential of these tools in ways you've never imagined.

Learning Objectives:

• Develop and implement a robust texting and email plan that drives revenue growth while complying with regulations, offering step-by-step guidance for maximum recovery and legal adherence.
• Simplify Reg F, FDCPA, and TCPA regulations for effective consumer communication, equipping you with confidence to engage legally and efficiently without triggering concerns.
• Learn to create engaging messages that lead consumers to your payment portal while minimizing legal risks, reducing wastage, and ensuring each message adds significant value to your business.
   

1:30 PM - 5:00 PM

Entrance into the Expo Hall during tear-down hours is limited to only registered booth staff. Exhibitors who hire a contractor for booth tear-down must identify those individuals in advance. Exhibit or booth tear-down badges are required for entry during tear-down time.

Check in at registration before heading to the Expo Hall, badges will be checked. 

Exhibitors must be fully cleared out of the Expo Hall by 5:00 PM.

1:30 PM - 2:30 PM

The road to growth isn't just about constantly chasing new clients; it's about fully leveraging the potential within your existing client relationships. In this session, we'll empower you to become a strategic partner for your clients. You'll gain insights into their current processes, elevate the value you provide, and uncover fresh opportunities for collaboration and expansion.

Learning Objectives:
 

• Understand the pivotal role of the entire revenue cycle, particularly pre-collections, and leverage this insight to elevate your position from a mere service provider to a strategic partner for your clients.
• Develop strategies to deepen existing client relationships by demonstrating a profound comprehension of their business processes. Tailor your collections approach accordingly to solidify your position as an indispensable asset to your clients.
• Learn diversification strategies within your current client portfolio to unlock new growth opportunities and forge strategic partnerships. This approach ensures steady business expansion without solely relying on constant lead generation efforts
   

1:30 PM - 2:30 PM

[Legal Education - Members Only]

With clients. With consumers. With opposing counsel. With mediators...

Communication comes in many forms, from written and verbal words to tone and body language. This seminar examines effective client communication, negotiation techniques, persuasive writing and speaking, and non-verbal communication cues. Plus, when you understand how these can work in tandem or contradict one another, you can ensure  your message doesn’t get lost.    

Learning Objectives:

• How to communicate more effectively with others.
• How to discern another's true meaning or motivation from their communication cues.
• How to effectively use these tools to accomplish your goals.    
   

2:45 PM - 3:45 PM

[Legal Education - Members Only]

As the industry continues to evolve into a new digital era, one thing stays the same: plaintiffs’ attorneys who try to find traps for debt collectors to win an easy buck. Digital strategies have significantly improved debt collectors’ abilities to reach and interact with consumers at scale. At the same time, the digital era allows for creative and high-volume claims for plaintiffs’ counsel, such as utilizing social media influencers to get clients, SMS and chat bot loopholes, and replies to “no reply” emails.

Learning Objective:

• Get insights into the current baiting tactics of plaintiffs’ attorneys in digital channels. 
• Learn how to create early detection methods to put a stop to baited claims when they happen, what to do from a compliance perspective to prevent or quickly respond to these claims, and what litigation defense strategies you can use when these claims come to your doorstep. 
• Understand what attorney ethics rules are triggered with baiting.
  

2:45 PM - 3:45 PM

The ARM industry is driven by technology. As new systems, platforms, and tools become available you must craft roadmaps for selecting, configuring, and deploying them within your organization. With the advent of artificial intelligence and emerging communication methods like SMS and email, creating a solid plan becomes crucial in minimizing wasted time and maximizing the potential of your technology ventures.

Learning Objectives: 

• Develop a new perspective on technology prioritization, enabling you to identify key technologies for your organization's needs and goals effectively.
• Discuss specific tools for making informed decisions about which technologies to prioritize, facilitating the creation of clear and concise plans for action.
• Learn how to translate technology discussions into tangible efficiencies and new revenue streams through strategic planning and implementation.
   

2:45 PM - 3:45 PM

Transform team tension into dynamic triumphs with our proven strategies for fostering trust and collaboration!

Embark on an immersive and engaging journey to unlock the full potential of your team. Backed by groundbreaking research from Google, discover the crucial factor that distinguishes high-performing teams from the rest.

In this dynamic program, participants will deepen their understanding of how to improve team dynamics and increase performance.

Through experiential learning, you'll discover how to create an environment where every team member feels empowered to speak up, take risks, and contribute their unique talents and perspectives.

What sets this training apart is its focus on FUN! This is no lecture; this is a hands-on experience that will keep you engaged and energized throughout.

By attending this program, you will:
- Learn practical strategies for fostering trust, openness, and mutual respect within your team.
- Develop communication skills to encourage constructive feedback and healthy conflict resolution.
- Acquire tools for cultivating resilience and managing failure in a supportive team environment.

Don't miss out on this opportunity to revolutionize your team dynamics and unleash unprecedented levels of performance and innovation. Be part of the transformational journey towards building high-performing teams.

2:45 PM - 3:45 PM

Are you tired of navigating the maze of credit reporting guidelines without a map? Embark on a journey through the ins and outs of compliance that will deepen your understanding of credit reporting regulations and uncover the mysteries of the Fair Credit Reporting Act and Regulation V.

Learning Objectives:

• Gain a comprehensive understanding of the crucial steps required for accurate credit reporting, ensuring you're armed with the knowledge to navigate compliance effortlessly.
• Delve into the depths of the Consumer Financial Protection Bureau's directives, learning how to conduct thorough investigations that meet regulatory standards and protect your organization from potential pitfalls.
• Analyze recent consent orders and enforcement actions taken by the CFPB against credit furnishers, extracting invaluable insights to fortify your compliance strategy and avoid costly mistakes.
• Embark on a journey through the evolving landscape of credit reporting regulations, exploring emerging rules and regulatory trends to stay ahead of the curve and prepare for the future of credit reporting.
• Take invaluable guidance and actionable strategies back to your office and become a true champion of regulatory excellence!    
   

6:00 PM - 9:30 PM

Celebrate ACA's in-coming President, Tim Haag. The night will begin with a reception, followed by dinner, installation of officers, and Tim's vision for his year as president.  RSVP is required. Tickets will be handed out at the registration desk to those who added this to their registrations.