ACA Cast: Recent Episodes
ACA International
This is the official podcast for ACA International, the largest membership organization in the accounts receivable management industry. ACA Cast delivers the latest accounts receivable management industry news and information.
Matt Wolk of Neustar and Jim Beck from MRS discuss using unique behavioral intelligence through calls and emails to optimize outreach attempts and maintain RPC rates, all while complying with Reg F.
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In this episode of ACA Cast, ACA International Board Member and Co-Managing Partner at Kaufman Dolowich Voluck in Philadelphia Richard Perr, talks with ACA Director of Education Kelli Krueger about the ins and outs on how member agencies should respond to lawsuits.
Contact ACA Cast host, ACA Director of Education Kelli Krueger, at krueger@acainternational.orgor Member Services atmemberservices@acainternational.org if you have a podcast idea for ACA Cast.
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The TransUnion v. Ramirez decision from the U.S. Supreme Court is likely to have massive implications for standing for class certification and class actions, and potentially for the en banc petition seeking a rehearing on the panel opinion issued in Hunstein v. Preferred Collection & Mgmt. Servs. Inc.
In the 5-4 opinion written by Justice Brett Kavanaugh, the court held that the class in the case did not have standing to sue—only the original plaintiff, Sergio Ramirez. Justices Clarence Thomas, Sonia Sotomayor, Stephen Breyer and Elena Kagan dissent on the opinion, ACA International previously reported.
On this episode of ACA Cast, Jason Tompkins and Jonathan Hoffmann, partners at Balch & Bingham LLP, talk with ACA Director of Education Kelli Krueger about the implications of the Supreme Court's decision on other case law and at the state level.
They also reference a footnote in the court's opinion:
For the first time in this court, the plaintiffs also argue that TransUnion “published” the class members’ information internally—for example, to employees within TransUnion and to the vendors that printed and sent the mailings that the class members received. That new argument is forfeited. In any event, it is unavailing. Many American courts did not traditionally recognize intra-company disclosures as actionable publications for purposes of the tort of defamation. See, e.g., Chalkley v. Atlantic Coast Line R. Co., 150 Va. 301, 326–328, 143 S. E. 631, 638–639 (1928). Nor have they necessarily recognized disclosures to printing vendors as actionable publications. See, e.g., Mack v. Delta Air Lines, Inc., 639 Fed. Appx. 582, 586 (CA11 2016). Moreover, even the plaintiffs’ cited cases require evidence that the defendant actually “brought an idea to the perception of another,” Restatement of Torts Section 559, Comment a, p. 140 (1938), the defendant actually “brought an idea to the perception of another,” Restatement of Torts Section 559, Comment a, p. 140 (1938), and thus generally require evidence that the document was actually read and not merely processed, cf. Ostrowe v. Lee, 256 N. Y. 36, 38–39, 175 N. E. 505, 505–506 (1931) (Cardozo, C. J.).That evidence is lacking here. In short, the plaintiffs’ internal publication theory circumvents a fundamental requirement of an ordinary defamation claim—publication—and does not bear a sufficiently “close relationship” to the traditional defamation tort to qualify for Article III standing.
Contact ACA Cast host, ACA Director of Education Kelli Krueger, at krueger@acainternational.orgor Member Services atmemberservices@acainternational.org if you have a podcast idea for ACA Cast.
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In this episode, ACA International Director of Education Kelli Krueger talked with founder of Emprise Technologies Marc Savage. Savage shared what an agency needs to do to stay relevant, and ultimately remain in business, during this technological evolution in the accounts receivable management industry.
Contact ACA Cast host, ACA Director of Education Kelli Krueger, at krueger@acainternational.org
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The U.S. House of Representatives passed the Comprehensive Debt Collection Improvement Act, H.R. 2547, May 13, mostly along party lines, which means the U.S. Senate could now consider the bill with extensive reforms to debt collection.
In this episode of ACA Cast, Scott Purcell, president of ACA International, and president of Professional Credit Service, and Tim Myers, president of business development Clark County Collection Service LLC, and president of the Nevada Collectors Association, share their insights on the problematic components of this legislation related to medical debt and how ACA members can get involved in advocacy and educating lawmakers about the impact of the bill on businesses and health care provider clients.
- Contact ACA Cast host, ACA Director of Education Kelli Krueger, at krueger@acainternational.orgor Member Services atmemberservices@acainternational.org if you have a podcast idea for ACA Cast.
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Have you ever wondered how a hostage negotiator would handle a tough collection or sales call or how they would tell you to negotiate a tough conversation with your significant other? Did you know there is such thing as a negotiations coach?
Listen to this episode of ACA Cast featuring Dan Oblinger and Allan Tsang to find out how these negotiation skills can apply to collections.
Oblinger and Tsang specialize in consulting on negotiations and coaching companies in negotiations.
They shared their experiences with negotiations across multiple industries and best practices for how to be more focused on developing negotiations as a skill.
- Contact ACA Cast host, ACA Director of Education Kelli Krueger, at krueger@acainternational.orgor Member Services at memberservices@acainternational.org if you have a podcast idea for ACA Cast.
- Free #NegotiationTribe Q&A
- Oblinger is the author of two books: “Life or Death Listening” and “The 28 Laws of Listening” and was recently a guest on the Negotiations Ninja podcast.
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This is not the first place you’re going to hear a discussion about the new ruling from the 11th Circuit Court of Appeals on third-party disclosures and letter vendors. But in Hunstein v. Preferred Collection and Management Services, the more you know, the better you feel.
In this episode, Balch and Bingham attorneys Jason Tompkins and Jonathan Hoffmann join ACA’s Director of Education Kelli Krueger to dig into the ruling, its significance for the accounts receivable management (ARM) industry, and next steps for agency owners.
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The latest episode of ACA Cast features KG Hawes, a technology company that focuses on delivering software and providing IT security services for the financial services, government, and health care markets.
Jason Rhodes, business development manager for KG Hawes, and Hayden Reece, data analyst with Hawes Group, reviewed best practices for securing your network of remote employees and preventing cyberattacks.
They also present the latest trends and benefits of speech analytics and technological resources to ensure business continuity.
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On a new episode of ACA Cast, Balch & Bingham attorneys Jason Tompkins and Jonathan Hoffman and ACA Director of Education Kelli Krueger revisit their December 2020 discussion on cases likely to impact the ARM industry following the U.S. Supreme Court’s decision in Facebook v. Duguid.
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On the latest episode of ACA Cast, ACA’s Director of Education Kelli Krueger talks with Matt Campbell and Bobbie Blue from Renkim’s business development team about the company’s history and transformation into an employee-owned business.
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On the latest episode of ACA Cast, ACA International’s Director of Education Kelli Krueger and Nags Odedra, client partner at FICO, discuss the ins and outs of making sure your collection system is future proof.
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On a new episode of ACA Cast, Kirby Miller, sales director for Interactions, discusses conversation AI with ACA International’s Director of Education Kelli Krueger.
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On a new episode of ACA Cast, Solutions by Text Vice President of Compliance and Risk Management Amanda Payton provides a roadmap for texting in a discussion with ACA Director of Education Kelli Krueger.
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On a new episode of ACA Cast, Matt Maloney of FFAM360 Alliance Group of Companies and Shantanu Gangal, CEO and founder of Prodigal, dive into artificial intelligence and call flows in a discussion with ACA Director of Education Kelli Krueger.
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Tune in to this comprehensive episode of ACA Cast for a recap of the Federal Communications Commission's requirements to implement the TRACED Act as well as its impact on the accounts receivable management industry in the year ahead with Leah Dempsey, ACA's vice president and senior counsel of federal advocacy, and Mark Brennan, partner at Hogan Lovells in Washington, D.C.
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On a new episode of ACA Cast, Balch & Bingham attorneys Jason Tompkins and Jonathan Hoffman dive into pending cases likely to impact the accounts receivable management industry in a discussion with ACA Director of Education Kelli Krueger.
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ACA Director of Education Kelli Krueger talks with Applied Innovation Inc. Vice President of Business Development Harry Strausser III about the evolution of technology in the industry.
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ACA’s Corporate Counsel Colin Winkler recently talked with Actuate Law Corporate Counsel Lauren Valenzuela to get insights on how her company is tackling compliance planning with the Consumer Financial Protection Bureau’s final debt collection rule.
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There is a paradigm shift to texting agents on the horizon for the accounts receivable management (ARM) industry, Mike Cantrell, president of Solutions by Text, explains in an interview with ACA International’s Director of Education Kelli Krueger.
With that shift comes training and determining what text messaging programs best serve clients and consumers. One thing is clear, in the evolution of technology, change is consistent.
Tune in to this episode for an interactive and informative discussion on the evolution of text messaging, how ARM professionals can understand regulations on text communications, fitting text messaging into other communication channels at your agency, two-way text messaging with consumers, and much more.
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It’s a brand-new world in terms of data privacy, according to June Coleman, managing attorney at the California office of Messer Strickler Ltd., on this new episode of ACA Cast focused on compliance with the California Consumer Privacy Act (CCPA).
Coleman is joined by ACA International Corporate Counsel Colin Winkler and Cliff Berg, president of Governmental Advocates and legislative advocate for the California Association of Collectors Inc., for a comprehensive discussion on the landmark data privacy law that took effect on Jan. 1, 2020.
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Consumers facing hardships have a better chance of resolving them when they communicate with debt collections professionals.
The COVID-19 crisis has brought out the best in humanity as individuals, communities and corporations have found creative ways of assisting people feeling the weight of the pandemic. Interestingly, debt collection professionals have always lent a hand in helping consumers facing challenges through various hardship programs and financial options. In this episode of ACA Cast titled, “Answer the Phone so a Debt Collector can Help,” Kim Coghill, former vice president of communications at ACA International, interviews Kenlyn Gretz, CEO of Americollect in Manitowoc, Wisconsin, and Scott Hearn, president of Universal Fidelity in Katy, Texas, about financial hardship programs and how the industry works with consumers to successfully resolve debt.
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There’s no question that the COVID-19 crisis has presented many unforeseen challenges and opportunities that could become the “new normal” as we flatten the curve and transition back into the office environment. In this episode of ACA Cast titled, “COVID-19: Working in a New Environment,” Michael Lamm, managing partner at Corporate Advisory Solutions, and Kim Coghill, vice president of communications at ACA International, discuss the impact the crisis has had on the debt collection industry along with tips for working in the post-pandemic world. This riveting podcast is packed with information designed to prepare you for heading back to the office -- or extending your remote work arrangements.
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Collectors Insurance Agency pros discuss ways M&As impact your bonds, licensing and insurance.
If a merger or acquisition is in your company’s future, then this episode of ACA Cast titled, “A Closer Look at M&As” is must listen-to podcast for you and your staff. Tune in to hear Collectors Insurance Agency Licensing Manager Angela Butera and Sales Manager Dereck Tessmer answer tough questions about confidentiality and notification requirements associated with all merger and acquisition activities.
This podcast is sponsored by CT Corporation. CT Corporation is the leading provider of corporate business compliance solutions in the US and over 150 countries around the globe. Drawing on more than a century of experience, its offerings enable companies to effectively manage statutory representation, service of process, annual report filings and business licenses as required by state and federal law. For more information, visit ctcorporation.com
(Angela Butera is pictured)
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Financial losses associated with identity theft seem to expand each year despite the safeguards and ongoing educational information published by government, financial and consumer groups. In this episode of ACA Cast titled, “Identity Theft: Don’t Fall Victim to the Threat,” Jessica Hearn, CFO and compliance director with Universal Fidelity in Katy, Texas, provides thoughtful insights on securing personal information and communicating with debt collectors about potential fraud.
Hearn notes that professional debt collectors are trained to understand and manage cases where fraud may have occurred. “Collection agencies are here to rectify outstanding balances and they do not want to collect on fraudulent balances," Hearn said. "This doesn’t benefit the consumer or the client. The consumer trying to rectify identify theft should provide this information to the collection agency so that their accounts are flagged and handled properly.” She also mentioned that collection agencies will ask consumers to provide a police report or Federal Trade Commission identity theft document to attach to the account.
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When Larry Steller, owner and CEO of Quality Asset Recovery LLC, was looking for a new dialer program for his agency, he knew he needed an efficient option that wouldn’t be a cost burden.
Being a small business in the industry, those factors were even more important.
Steller was able to find help through ACA International’s Alliance ACA Program, which connects members with business resources they need and within a budget that makes sense for small-business owners.
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As ACA International continues to monitor ongoing developments with COVID-19 to keep members in the know about resources for small businesses and licensing and compliance changes, CEO Mark Neeb connected with Jon Goldman, CEO of Turning Point and Brand Launcher, to talk about guiding your business in a time of crisis with positive, actionable steps.
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Mergers and acquisitions are a hot topic in the accounts receivable management industry, making it important to stay in the know on the latest trends and “tricks of the trade,” explain Kaulkin Ginsberg’s President and CEO Mike Ginsberg and Vice President Michael Thomas on this week’s ACA Cast: “Valuation is in the Eye of the Buyer.”
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This week’s episode of ACA Cast features a compliance overview of two cases resulting from consumer claims on medical debt collection.
First, Compliance Analysts Andrew Pavlik and Laura Dadd dive into Rhone v. Medical Business Bureau LLC, which resulted in a significant win for the accounts receivable management industry when the 7th Circuit Court of Appeals threw out a lower court’s decision and ruled that theFair Debt Collection Practices Act does not require multiple debts owed to the same creditor to be aggregated when reported to a consumer reporting agency.
In the second case, Alleman v. Collection Professionals, Inc., a consumer claimed a “service fee” of $3 that was added to a medical debt by the debt collector’s online payment processing company violated the FDCPA.
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Learn the latest in how due diligence can go a long way in managing litigation risk from established industry experts on this week’s ACA Cast in conjunction with the upcoming Hot Topic seminar March 5.
Porter Heath Morgan IV, general counsel at Morgan Financial Group and partner at Malone Frost Martin PLLC, and Shannon Smith, founder at LitLogic, talk with ACA Cast producer Alex Szeto about practical advice to expect during the seminar, set for 2 to 3 p.m. Central Standard Time March 5.
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On this episode of ACA Cast, host Anne Rosso May, managing editor of Collector magazine, talks with Williams & Fudge Inc. Director of Training Greg Ruffino about all things tax season.
Ruffino presents tax season strategies that accounts receivable management industry professionals can use to help consumers pay down their debt.
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On this episode of ACA Cast, host Kim Coghill, vice president of communications for ACA International, leads a discussion with Irene Hoheusle, vice president of collections and education with Account Recovery Specialists in Wichita, Kansas, and Tim Haag, president of State Collection Service in Madison, Wisconsin, on all things health care collections.
Hoheusle and Haag revisit trends and explore new issues in health care collections following their 2019 ACA International Fall Forum & Expo presentation on some of the same topics.
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On today’s episode of ACA Cast: Managing Industry Operations in 2020, host Alex Szeto checks in with regular guests Mike Ginsberg, president and CEO of Kaulkin Ginsberg, and John Hannan, the company’s research analyst.
Ginsberg and Hannan revisit financial services industry trends to watch this year on the operations side as well as national economic changes in inflation, employment rates and mergers and acquisitions.
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Conferences and trade shows in the accounts receivable management industry are extremely valuable learning and networking opportunities for your company, if you make the most of these events. “One of the questions that keeps coming up from executives and future leaders in the industry is about budgeting and getting ready for which events to go to in 2020,” Lamm said on the latest episode of “Leadership Fuel with Michael Lamm” featured on ACA Cast.
Tune in to “Leadership Fuel with Michael Lamm” to hear more about the value of in-person and online learning, especially for industry up-and-comers, and how to use the information learned going forward.
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During the latest episode of ACA Cast, ACA International's Vice President and Senior Counsel, Federal Advocacy, Leah Dempsey, Federal Advocacy Manager Patrick Russell and Lauren Valenzuela, compliance counsel at Performant Recovery Inc., discuss the CFPB’s proposed FDCPA rule and areas that should be improved upon so as not to create arbitrary barriers to moving forward with the use of newer technologies such as email.
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In a new episode of ACA Cast, Leslie Bender, IFCCE, CCCO, chief strategy officer and general counsel for BCA Financial Services, and Debra Ciskey, IFCCE, executive vice president of The Collections Coach LLC, share practical tips on how to create a truly effective call auditing program. They touch on how to build rubrics, structure call calibration sessions, evaluate related data and more.
Call audits can give you a lot of critical information about your company, including the competence of your trainers, the quality of the accounts placed with you for collection, and your collectors’ skills and compliance with your performance expectations.
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State legislative bodies are returning to work this week for their 2020 sessions, which during an election year likely means a balance between politics and policies, according to Andrew Madden, ACA International’s vice president of state and government affairs, on the latest episode of ACA Cast: Forecasting State Level Politics in an Election Year. Madden, in discussion with producer Alex Szeto, discusses these topics and more on ACA Cast: Forecasting State Level Politics in an Election Year.
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When consumers have a great experience with your company, do you make a note of it? Kenlyn Gretz, president and CEO of AmeriCollect Inc., does, and he uses that feedback to recognize employees for their good work, train staff and promote his company culture of Ridiculously Nice Collections.
AmeriCollect is a health-care-focused accounts receivable management company based in Wisconsin that helps people understand their often-complex medical bills. Anne Rosso May, managing editor of Collector magazine, spoke with Gretz on a recent episode of ACA Cast to learn more about how his company tracks consumer satisfaction levels and uses that information to continually make the company even better.
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ACA International’s Vice President and Senior Counsel of Federal Advocacy Leah Dempsey and Mark Brennan, partner at Hogan Lovells US LLP in Washington, D.C. discuss the ins and outs of the legislation and ACA’s advocacy efforts on a new episode of ACA Cast. Dempsey and Brennan also discuss potential impacts on the industry in the future now that the TRACED Act is a law.
Tune in to this comprehensive episode of ACA Cast for a recap of ACA’s advocacy with the TRACED Act, how we got here, and where do we go from here.
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Patrick Russell hopes to be a source of outreach and education for legislators and regulators as part of ACA International’s team headquartered in Washington, D.C.
Russell, ACA’s new federal advocacy manager, talked about his role with Communications Specialist Katy Zillmer on the latest episode of ACA Cast.
Tune in to learn about Russell’s career, advocacy and plans to help expand ACA’s work with regulators and legislators on behalf of the accounts receivable management industry and members.
Russell may be reached by email at russell@acainternational.org and watch for updates on how to work with Russell and ACA’s entire advocacy team during the Washington Insights Fly-In in May 2020 in your email inbox.
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While the impact of litigation on the accounts receivable management industry cannot be underestimated or ignored, sometimes it is extremely difficult to maintain a watchful eye on all of the courts across the country. In an episode of ACA Cast titled, “What We Followed in Court,” ACA International compliance officers Laura Dadd and Andrew Pavlik highlight a few influential rulings handed down in 2019.
Tune in to hear important facts about significant cases including Lavallee v. Med-1 Solutions LLC, and the CBE Group Inc. and RGS Financial Inc. v. Lexington Law Firm and Progrexion Inc. To read about the top 10 cases of 2019, check out correspondent Tim Dressen’s article in the December issue Collector magazine. ACA Cast and Collector may be accessed on ACA’s website at www.acainternational.org. Collector is also available in print via U.S. mail.
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Industry veteran Harry Strausser makes a fairly profound statement, that is, “ethical, compliant companies are more productive!” He continues, noting companies that apply proven compliance standards spend their time focusing on running successful businesses rather than working to get out of trouble.
Strausser, ACA International’s director of education and membership development, discusses compliance training and company culture with Justin Muscolino, GRC Solutions’ head of compliance and training operations in North America, during a new episode of ACA Cast titled, “Compliance Equals Success.” The two financial services experts share interesting information and insights into developing training strategies that engage and educate staff members.
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The financial services industry has been abuzz since late October when the U.S. Supreme Court announced it would reviewSeila Law v. Consumer Financial Protection Bureau, a case that challenges the constitutionality of its leadership structure next year. Not only is the Court’s review of the structure the CFPB is monumental, it also marks the first time since the CFPB’s inception that agency leadership and the Department of Justice will not defend the structure of the bureau in litigation.
At issue in the Supreme Court is whether the provision of the law allowing the president to remove the agency's director only for cause violates the constitutional separation of powers.
If you are scratching your head wondering what this means, join Kari Barber, ACA’s former corporate counsel, along with Jessica Klander, shareholder with Bassford Remele in Minneapolis, for an enlightening discussion in the latest episode of ACA Cast titled, “Legal Review: Understanding the Challenge to the Constitutionality of CFPB’s Leadership Structure.”
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Effectively managing and developing staff can be among the most rewarding, yet challenging responsibilities faced by a leader. And, it’s twice as hard if the leader runs a small company focused on compliance, generating new business – and keeping the lights on.
To help sift through some of these issues, ACA International asked Michael Lamm, managing partner at Corporate Advisory Solutions, to talk about tactics, strategies and solutions to developing staff in the latest episode of ACA Cast’s Leadership Fuel with Michael Lamm, titled “Developing Rock Stars.” Tune in today to hear Lamm, along with ACA’s Kim Coghill, vice president of communications, and Alex Szeto, ACA Cast producer, chat about problem solving, identifying weaknesses and strengths, and face-to-face discussions with employees.
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The text of the Fair Debt Collection Practices Act and a breakdown of its compliance requirements are at your fingertips in the comprehensive, revised guide from ACA International.
ACA’s compliance team, including Corporate Counsel Kari Barber and Compliance Analysts Laura Dadd and Andrew Pavlik, discussed the new guide in a recent episode of ACA Cast. You can also learn more about the guide from staff in the Expo Hall at the upcoming 2019 Fall Forum & Expo, Nov. 6-8 in Chicago.
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The most basic information related to the accounts receivable management industry is easy and obvious to professionals on the inside, but what about everyone else? To tackle this educational and information sharing challenge, ACA International asked Jessica Hearn, the chief financial officer and compliance director with Universal Fidelity in Katy, Texas, to discuss some of the key facts consumers should understand when they connect with a debt collection professional.
ACA International encourages members and others to consider posting the latest episode of ACA Cast titled, “Why is a Debt Collector Calling Me?” on their websites and social media accounts. In the five-minute podcast Hearn provides succinct answers to questions like— “what is a debt collector?” and “why is he/she calling me?”
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ACA International’s Minneapolis-based compliance department is the backbone of the association and will become increasing important next year when the Consumer Financial Protection Bureau’s final rule updating the Fair Debt Collection Practices Act is released.
The third episode of “ACA Cast: Getting to Know the ACA Compliance Department,” features Compliance Analyst Laura Dadd, who is interviewed by ACA attorney member Shaun Ertischek, associate general counsel for TRAKAmerica in Bonita Springs, Fla.
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ACA International celebrated a huge win in September when the House Financial Services Committee agreed to allow two ACA representatives to testify on a debt collections panel. Testifying before the U.S. House or Senate is an exclusive honor reserved for leaders who have the knowledge and expertise to engage with lawmakers while providing accurate information.
This riveting episode of ACA Cast titled, “Testifying on Your Behalf,” featuresLeah Dempsey, ACA’s vice president and senior counsel, who will moderate a discussion between John Bedard, owner of the Bedard Law Group in Atlanta, and Sarah Auchterlonie, an ACA consultant and shareholder at Brownstein Hyatt Farber Schreck in Denver, about their experience testifying before the committee chaired by U.S. Rep. Maxine Waters, D-Calif
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ACA International’s Minneapolis-based compliance department is the backbone of the association and will become increasing important next year when the Consumer Financial Protection Bureau’s final rule updating the Fair Debt Collection Practices Act is released.
The second episode of “ACA Cast: Getting to Know the ACA Compliance Department,” features Compliance Analyst Andrew Pavlik, who is interviewed by industry expert Monica Littman, associate at Fineman Krekstein & Harris P.C. in Philadelphia.
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ACA International’s Minneapolis-based compliance department is the backbone of the association and will become increasing important next year when the Consumer Financial Protection Bureau’s final rule updating the Fair Debt Collection Practices Act is released. Headed by Corporate Counsel Kari Barber, this team of industry veterans will help you understand nuances of the CFPB’s final rule or other state and federal regulatory policy issues so that you can avoid spending your time interpreting dense, confusing language.
The first episode of “ACA Cast: Getting to Know the ACA Compliance Department,” features Barber, who is interviewed by well-known industry leader Wendy Badger, chief compliance officer, vice president, and corporate compliance at ECMC, in Minneapolis.
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ACA International's Members Attorney Program Committee member Leslie Bender, IFCCE, CCCO, CIPP/US, chief strategy officer and general counsel with BCA Financial Services Inc., along with Eric Troutman, partner, and Daniel Delnero, senior attorney, at Squire Patton Boggs, discuss recent Telephone Consumer Protection Act (TCPA) developments and the current TCPA landscape in general.
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Social media, the internet and countless complaint portals have made it easy for consumers to quickly voice their displeasure with anything and everything from the weather to political candidates to the accounts receivable management industry. Anyone who runs a successful business knows that if companies don’t tell their own story, someone else will do it for them.
As a follow up to the highly successful session, “Managing Your Brand,” featured at the 2019 Convention & Expo in San Diego, ACA International staff invited panelists to continue the engaging conversation in an ACA Cast episode available now. Panelists Wendy Badger, Esq., CCEP, chief compliance officer with ECMC Group; Teri Plunkett, regional director of client services with Professional Finance Company; and David Williams, president of Williams & Fudge, join moderator Debra Ciskey, IFCCE, executive vice president with Collections Coach LLC, in this riveting 30-minute discussion about online reputation management.
This topic is also covered in the October 2019 issue of Collector magazine in a piece written by communications consultant Tim Dressen. The article titled, “Information Transformation,” begins on page 24.
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Unemployment is at an all-time low—but is that enough to sustain a healthy economy? Grab your crystal ball and join ACA for quick look into the future!
Headlines predicting an impending recession have recently increased in frequency as some economic indicators point to a potential slowdown. While it’s certainly no secret that the Federal Reserve cut interest rates, an inverted yield curve recently appeared and Brexit is stalled, these indicators are not necessarily foreshadowing doom. Remember, the unemployment rate is at an all-time low dipping to 3.7% in July, not to mention other data reveal a positive outlook signaling the economy will continue to grow.
In this episode of ACA Cast titled, “The Economy: Preparing for What’s Around the Corner,” Kaulkin Ginsberg’s Jared Lese, director of research, and John Hannan, market research analyst, engage in an interesting conversation about state of the economy and what consumers can expect.
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Technology and the accounts receivable management industry go together, but it takes fine tuning to make sure embracing new systems helps your bottom line and your staff to effectively communicate with consumers.
Using artificial intelligence, machine learning and virtual agents at your company does mean investing money up front, however there is a return on that investment and significant benefit to employees, explains Gordon Beck, president and COO of Valor Intelligent Processing LLC in Jacksonville, Florida.
In this episode of ACA Cast titled “Utilizing Technology to Scale Back Non-Revenue Related Overhead,” Beck talks with ACA International’s Education and Membership Development Director Harry Strausser III, IFCCE, MCE, about the first steps in implementing technology systems, finding the right product and using those products to strengthen your team and communication with consumers.
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Call baiting is a tricky technique used by consumers, their attorneys or other nefarious organizations to entrap accounts receivable management professionals who work diligently to follow the letter of the law. Think about it—as an ARM professional, have you ever spoken with a debtor who was reading from a script, talking on a speaker phone or perhaps being coached by a third party? If so, you may have been chatting with a call baiter.
In this episode of ACA Cast titled “Call Baiting: Don’t Get Hooked,” John Bedard, owner of the Bedard Law Group in Atlanta, and Greg Ruffino, director of training at Williams and Fudge in Rock Hill, South Carolina, offer sound advice and tips on recognizing and dealing with call baiters. This informative episode is a follow-up to Ruffino’s well-attended session on call baiting featured at ACA International’s 2019 Convention & Expo in San Diego.
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Historically, West Virginia has been known for its draconian collection laws. But since 2015, an unsuspecting litigation trend has surfaced. Industry leaders have recognized an increase in class action filings in West Virginia and two of those leaders want to tell ACA Members why. What once was a predicable award for damages pursuant to an individual cause of action under the West Virginia Consumer and Credit Protection Act has morphed into a potential catastrophic class action payout.
Jeff Turner, partner at the law firm of Surdyk, Dowd & Turner in Ohio and Nick Mooney, Partner at the law firm of Spilman, Thomas, and Battle in its Charleston, West Virginia office, discuss why consumer attorneys prefer to file class actions in the state of West Virginia instead of filing in federal court pursuant to the Fair Debt Collection Practices Act in the latest episode of ACA Cast titled, “Litigation Landscape in West Virginia: What Debt Collectors should know about the 2015 Amendments to the Consumer and Credit Protection Act”.
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Great ideas are not exclusive to the boardroom! Effective leaders understand that all staffers can contribute worthy thoughts to the “idea box.”
Effective leaders recognize that revolutionary ideas are just as likely to emerge from a junior staffer sitting in a cubicle as they are from a seasoned executive leading a board meeting. The big challenge is encouraging staff members – regardless of position and experience – to feel comfortable sharing their thoughts. This is a timeless hurdle faced by many leaders who seek to create a healthy work environment that promotes thoughtful discussions resulting in growth and improvement.
In the latest episode of ACA Cast titled, “Leadership Fuel with Michael Lamm: Idea Engagement,” Kim Coghill, ACA’s vice president of communications, and Alex Szeto, the ACA Cast producer, talk with Michael Lamm about new and thoughtful approaches to encouraging staff to share ideas. Lamm, the managing partner at Corporate Advisory Solutions in Philadelphia, is featured in a regular ACA Cast series titled, “Leadership Fuel with Michael Lamm.”
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Accounts receivable management industry companies that suffered and survived the Great Recession have unlimited opportunities to secure new business and grow beyond pre-recession levels. Consider this, in the 10 years since the recession, sector net charge-offs have amounted to more than $54 billion across the commercial banking, fintech and credit union marketplaces, said Jared Lese, the director of research at Kaulkin Ginsberg, who also noted that these defaults included credit cards, private student loans and various personal and business loans. Thus, third party debt collectors seeking to expand their businesses have more than one option, that is, if they are willing to dig deep into a burgeoning asset class.
Spend 15 minutes today listening to Lese and Mike Ginsberg, president and CEO of Kaulkin Ginsberg, discuss business trends in the latest episode of ACA Cast titled, “Growth Market: The Re-Emergence of Financial Services.”
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Economic conditions are strong, unemployment continues to decline, banks are selling, and fintech is an emerging market. When you combine these facts, it becomes crystal clear that the window is wide open to expand your business by purchasing a debt portfolio.
The latest episode of ACA Cast titled, “Debt Buying: Mistakes to Avoid,” features a discussion between industry veteran Mike Ginsberg, an ACA member who is the president and CEO of Kaulkin Ginsberg, and Mike Chiodo, managing member of AMG Funding.
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While attending ACA events in person provides professionals with the greatest opportunity to network and learn, the association recognizes that some ARM professionals find it difficult to leave the office for a few days. So, to connect with a wider audience this year, ACA International is launching its first-ever, free live stream series from the 2019 Convention & Expo in San Diego.
In this episode of ACA Cast titled, “Live, From San Diego: Four Sessions in One Day,” industry veterans Harry Strausser III, ACA’s education and membership director, along with Wendy Badger, vice president, corporate compliance and chief compliance officer with ECMC Group in Minneapolis, provide a brief outline of the four sessions offsite ARM professionals can log in to from their home, office – or the local coffee shop. You may not be in San Diego, but ACA wants to make sure you are exposed to some of same important information, trends and updates your peers are learning about while attending the 2019 Convention & Expo.
Registration for the live stream sessions is open until Monday, July 15. #ACAConv19.
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Top ARM professionals provide analyses and insights into the finer points of the proposed rule.
While the Consumer Financial Protection Bureau’s long-awaited proposed rule concerning the debt collection industry was issued two months ago, there’s still time to impact the final form by submitting comments to the bureau. To help its members understand the finer points of the rule, ACA International launched a first-class education program highlighted by webinars, presentations and numerous news articles and letters. Nevertheless, there’s more to come.
In the latest episode of ACA Cast titled, “The CFPB’s Proposed Rule: Peeling Back the Layers,” Jack Brown III, an attorney and president of Gulf Coast Collection Bureau, leads an informative panel discussion outlining important highlights of the proposed rule. Featured panelists include Eileen Bitterman, a compliance officer and shareholder with Weltman, Weinberg & Reis, and Tim Collins, the chief compliance officer with TrueAccord.
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In the latest episode of “Leadership Fuel with Michael Lamm,” ACA International staffers Kim Coghill and Alex Szeto engage in an informative dialogue with Michael Lamm, who outlines tips and benefits related to mentoring and coaching accounts receivable management industry professionals. “Our industry is unique,” Lamm said, noting employees need specific skills, training and constructive feedback to appropriately perform. “Having people in an organization who are willing to not only offer up advice, but to take an employee under their wing for guidance makes a tremendous difference in creating an environment where staff succeeds and isn’t lost to attrition.”
“Leadership Fuel with Michael Lamm” is a regular ACA Cast series led by Michael Lamm, the managing partner at Corporate Advisory Solutions in Philadelphia.
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Financial losses associated with identity theft seem to expand each year despite the safeguards and ongoing educational information published by government, financial and consumer groups. In this episode of ACA Cast titled, “Identity Theft: Don’t Fall Victim to the Threat,” Jessica Hearn, CFO and compliance director with Universal Fidelity in Katy, Texas, provides thoughtful insights on securing personal information and communicating with debt collectors about potential fraud.
Hearn notes that professional debt collectors are trained to understand and manage cases where fraud may have occurred. “Collection agencies are here to rectify outstanding balances and they do not want to collect on fraudulent balances," Hearn said. "This doesn’t benefit the consumer or the client. The consumer trying to rectify identify theft should provide this information to the collection agency so that their accounts are flagged and handled properly.” She also mentioned that collection agencies will ask consumers to provide a police report or Federal Trade Commission identity theft document to attach to the account.
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From one expert to another. This episode of ACA Cast titled “Compliance Education: Knowledge is Power,” features two well-known industry veterans who engage in an informative discussion about ACA’s education offerings including professional certifications.
Listen to Harry Strausser III, ACA’s director of education and membership development, discuss compliance, training and ACA’s cutting-edge delivery mechanisms with John Bedard, an attorney with the Bedard Law Group in the Atlanta area. Strausser and Bedard are highly-trained certified instructors who have volunteered countless hours working to educate and train collections professionals so that they can thrive in the industry.
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Management experts agree that workplace conflict is a natural, unavoidable occurrence that surfaces in every office and in every relationship. Of course, the key is to identify conflict and appropriately manage it so that everyone involved has a voice and learns something positive.
In the latest episode of ACA Cast titled “Leadership Fuel with Michael Lamm: Managing Conflicts,” listeners will hear tips and strategies for working through office conflicts by creating an environment that encourages and promotes open communications and accepts instructive criticism. Michael Lamm, managing partner at Corporate Advisory Solutions and the featured speaker on an ACA Cast monthly episode, shares his insights based upon his successful career working with ARM professionals at the most junior and senior levels of employment.
Aside from creating an office that encourages honest feedback among employees, Lamm strongly urges listeners to avoid seeking to resolve conflict via email or other forms of electronic communications. “If you have a problem, it is always better to handle it face-to-face versus using email because email can be interpreted in in so many different ways…and it can lead to the problem reoccurring or getting worse,” Lamm said.
“Leadership Fuel with Michael Lamm” is a regular ACA Cast series.
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Do you make sure consumers feel happier at the end of a call than they did at the beginning? That’s the goal for debt collectors working at Midstate Collection Solutions, and in this episode of ACA Cast, Collector magazine editor Anne Rosso May talks to Mary Shores, CEO and president of Midstate Collection Solutions, on how collection professionals can accomplish that. Shores shares her insights on using collection scripts, how to validate consumers’ stories, which words collectors should avoid using when they talk to consumers and how to turn around a challenging situation using positive word choices.
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In this episode of ACA Cast: Advocacy in Action, Rae Ann Bevington, ACA’s vice president of congressional and political affairs, discusses the advantages of participating in the ACA International’s Washington Insights Fly-In with former board president Jay Gonsalves, owner of Action Collection Agencies Inc., in the Boston area; and board member David Williams, president of Williams and Fudge in Rock Hill, S.C.
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Getting involved in state advocacy efforts is as easy as picking up the phone and calling your representative. Don’t let another legislative session slip by without meeting key figures in your capitol.
ACA International’s Andy Madden, vice president of state and government affairs, engages in a lively discussion with industry leader Anita Manghisi regarding selected state legislation and the value of participating in grassroots efforts to favorably impact policy. Manghisi, a prominent figure in the ARM industry, won a seat on ACA International’s Board of Directors last June after serving as president of the New York State Collectors Association from 2014-2017. She owns Independent Recovery Resources Inc., in Patchogue, N.Y.
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Despite the valuable economic contributions made each day by accounts receivable management professionals, the industry remains one of the most misunderstood, heavily regulated business sectors in the United States. As an employee or business owner associated with the industry, you can help reshape the narrative by actively engaging your community leaders with accurate information about this important business sector.
In this episode of “Leadership Fuel with Michael Lamm,” listeners will hear tips on becoming an active member of your community known for educating consumers, lawmakers and others about the value of the industry. “Leadership Fuel with Michael Lamm” is a regular ACA Cast series featuring Michael Lamm, the managing partner at Corporate Advisory Solutions in Philadelphia.
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The ACA International v. FCC decision handed down by the D.C. Circuit Court was a major step forward in launching TCPA reform support from Congress while forcing the FCC to consider its previous actions. Courts have ruled differently on this issue, at times even ignoring the D.C. Circuit, confirming ACA’s position that the accounts receivable management industry is ripe for frivolous, unnecessary litigation and TCPA reform from the FCC is essential.
In this riveting episode of ACA Cast, Rick Perr, an ACA Board Member and partner with Fineman Krekstein & Harris, PC in Philadelphia, and David Kaminski, a partner and chair of the financial services and class action group, Carlson & Messer LLP, Los Angeles, engage in a lively and informative discussion about the case and its impact on business.
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Confusion and a lack of understanding associated with health insurance coverage can leave the most financially responsible patient with a surprise bill in the mailbox. That’s why accounts receivable management employees who work in this space need special training and the appropriate level of empathy to work with consumers who may be sick, recovering from surgery or unaccustomed to unpaid bills.
In this episode of ACA Cast titled “Planning for the Unplanned: The Soft Touch to Healthcare Collections,” ACA’s Education and Membership Director Harry Strausser III engages in a lively discussion on this topic with Irene Hoheusle, Vice President of Collections and Education at Account Recovery Specialists Inc. in Wichita, Kan.
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This highly-informative episode of ACA Cast features Michael Lamm, the managing partner at Corporate Advisory Solutions, who discusses “Tech Transformation” and how leaders need to be focused on the ways these transformations will impact their businesses and the industry overall. Lamm encourages listeners to anticipate shifts in communications by understanding consumers, engaging in ongoing education opportunities and networking with professionals.
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In this episode of ACA Cast, Scott Weltman, managing shareholder at Weltman, Weinberg & Reis, recounts his experience testifying before the House Financial Services Committee about the lawsuit filed against his firm by the Consumer Financial Protection Bureau. ACA International CEO Mark Neeb interviews Scott Weltman, and his father, Bob Weltman, senior shareholder at the firm, in this riveting episode of ACA Cast.
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So, what exactly are your rights when a debt collector contacts you? Jessica Hearn, CFO/Compliance Director of Universal Fidelity, LP, provides consumer tips for responding to a debt collection call, and offers a brief explanation about important guidelines specified under the Fair Debt Collection Practices Act.
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In this episode of ACA Cast, Kim Coghill interviews industry veteran Harry Strausser III about topics slated for discussion in educational sessions at Spring Forum & Expo March 13-15 in Las Vegas. Strausser, one of the industry’s most experience educators, serves as ACA’s director of education and membership development. In this role, he has led the way in directing and organizing this important event.
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ARM industry veterans Mike Ginsberg, president and CEO of Kaulkin Ginsberg, and Randy Kamm, founder and principal of Collection Quotient Consulting, are featured speakers in this episode of ACA Cast, which focuses on working with the federal government to secure debt collection contracts. As part of this discussion, Ginsberg and Kamm share important intelligence related to the federal government’s “request for proposals” process and how businesses – especially small businesses—can improve their chances of winning a contract.
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Anne Rosso May, managing editor of Collector magazine, talks with ACA International members Debra Ciskey, compliance officer for Wakefield and Associates, and Christian Lehr, chief operating officer for Healthcare Collections, about how they use “gamification” products to train their employees.
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In this episode of ACA Cast, Leah Dempsey, ACA’s vice president and senior counsel of federal advocacy, leads a discussion about the CFPB’s highly-anticipated rulemaking related to the Fair Debt Collection Practices Act of 1977. Dempsey’s guests are former ACA International Board President Leslie Bender, IFCCE, the chief strategy officer and general counsel with BCA Financial Services in Miami, and Stefanie Jackman, a partner with Ballard Spahr.
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In the first episode, Michael Lamm, managing partner at Corporate Advisory Solutions LLC, discusses creating a positive, transparent work environment that inspires employees to achieve greatness.
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On this episode of ACA Cast, Cortney Fleming, the chief personnel officer at Wilber and Associates, and Harry Strausser III, a well-known industry veteran who currently serves as ACA’s education and membership development director, discuss personnel-related issues including unique ways of finding top talent beyond posting an online advertisement.
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The Bureau of Consumer Financial Protection has a new leader with a five-year contract! Kathy Kraninger – the recently confirmed BCFP director – is expected to face many tough decisions in the next few years, including some that could impact your ability to effectively operate an accounts receivable management industry company.
In episode seven of ACA Cast, industry veteran Jay Gonsalves moderates an informative discussion about the new leadership with ARM experts Lauren Valenzuela, compliance counsel at Performant Recovery Inc., and Anthony DiResta, partner with Holland and Knight. Gonsalves, IFCCE, MCE, president of Action Collection Agencies Inc., in Middleboro, Mass., also serves as chairman of ACA International’s federal affairs committee and is a former ACA president and board member.
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Episode 6 of ACA Cast features a discussion on the U.S. Senate’s TRACED Act (Telephone Robocall Abuse Criminal Enforcement and Deterrence Act), along with other topics and issues related to the 116th Congress.
Podcast host Leah Dempsey, ACA International’s vice president and senior counsel of federal advocacy, interviews leading attorneys Rick Perr and JoAnn Needleman about the upcoming Congress and how potential legislation may impact the accounts receivable management industry. Perr, an ACA International board member, is a partner with Fineman Krekstein and Harris PC; and Needleman is Member and Leader of the Consumer Financial Services Regulatory and Compliance Group at Clark Hill PLC.
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On this episode of ACA Cast, join Leah Dempsey, ACA’s vice president and senior counsel, federal advocacy and host Kim Coghill as they look ahead to what the new political landscape might mean for the accounts receivable management industry and the prospects of TCPA reform with the changes in leadership on Capitol Hill.
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The balance of power has shifted on Capitol Hill. Host Kim Coghill interviews Rae Ann Bevington, ACA's vice president of congressional and political affairs, about key federal elections and what is in store for the 116th Congress once the dust of the election season has settled.
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The voters have spoken! Host Kim Coghill interviews Andy Madden, ACA's vice president of government and state affairs, about key state elections and what they mean to the accounts receivable management industry.
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The stakes are high, but the anticipation is higher! The midterm elections are days away and political watchers are anxiously awaiting the minute when the polls close and the votes begin to roll in. Host Kim Coghill previews key congressional races and the potential impact on relevant regulatory issues with Rae Ann Bevington, ACA's vice president of congressional and political affairs, and Leah Dempsey, ACA’s vice president and senior counsel, federal advocacy.
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There's an extremely important midterm election coming up that could change the political landscape. Host Kim Coghill interviews ACA's VP of Gov't State Affairs Andy Madden to discuss state elections in the final week before the election and the potential impact to the accounts receivable management industry.
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