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ARM-U's 2017 Fall Semester

November 14 - 15 2017

Session 1: Top 10 "Do Not Call" Challenges -- And How to Solve Them

Presenter: Paul McGee | LiveVox Inc.

Presenter: Jonathon Ritchie | LiveVox Inc.

Managing your outreach to stay in line with the multiple rules and regulations such as correct call times and dialing limits is a significant challenge for many call center operators. Having a good strategy for implementing and managing such compliance controls across all your systems goes a long way to overcoming these challenges. Hear real life “do’s and don’ts” from industry peers.

Attendees will learn:

• Learn about the current Do Not Call challenges being faced by call centers
• Hear about some new challenges that have been making waves
• Gather some best practice strategies for handling these challenges

Session 2: Writing an Effective Complaint Response Letter

Presenter: Lauren Valenzuela | Collection Technology

Presenter: Scott Richardson | Collection Technology

Participants will leave with an understanding on what steps should be done to write an effective complaint response letter, how to structure a letter, what to include or not include, and how to phrase an apology or describe an error in order to de-escalate a situation.

Attendees will receive a "Sample Account Review Notes Template"

Session 3: Anatomy of a Data Breach

Presenter: Mike Wright | RevSpring

Presenter: LaDonna Bohling | Contract Callers

Presenter: Lauren Valenzuela | Collection Technology

Presenter: Leslie Bender | BCA Financial

Jonathan Harbin | Frost-Arnett

This presentation walks attendees through every aspect of a data breach -- and what needs to be done each step of the way. As more and more consumer information finds itself online -- and, as we've seen more and more data breaches in the news -- this is a pressing concern that all agencies will want to have a strategy for.

Session 4: Avoiding Overshadowing

Presenter: Joshua Dickinson | Spencer, Fane, Britt & Browne, LLP

Presenter: David Weimer | Kramer & Frank, P.C.

The FDCPA permits debt collectors to conduct collection activity during the 30-day period following the sending of the validation notice to the consumer. But such activity may not overshadow or be inconsistent with the consumer’s right to dispute the debt or request the name and address of the original creditor.

Attendees will learn:

• The sources and history of litigation involving overshadowing
• The types of activities that overshadow or are inconsistent with the consumer’s rights, including:
  • Statements made in the initial communication itself
  • Statements made in subsequent communications
  • Contemporaneous or subsequent actions
• Best practices to avoid actions that overshadow or are inconsistent with the consumer’s rights

For more than a decade, BillingTree has been committed to understanding the marketplace and growing payments with technology, to help clients grow their business. With a suite of products to fit a company’s needs, and a reputation for dependable customer service, BillingTree offers comprehensive value that clients have come to rely on.

CallMiner is a proud provider of speech analytics solutions for improving agent performance. With 14 years of industry leadership and over 2 billion hours of conversations mined, we are able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions.

With 15+ years of developing pure cloud contact center solutions, our cloud architecture combines innovation, stability and discipline to support the complex needs of enterprise operations. LiveVox’s steady, rapid growth in these organizations exemplifies our ability to provide consistency, scale, flexibility and cost advantages in a rapidly changing environment for larger businesses.

We understand the challenges collections organizations face: finding the right party, getting to them fast and figuring out who to put at the top of your list. TransUnion offers effective risk assessment tools and solutions that help you tackle collections obstacles. We combine our experience with deep data and analytics to provide you with better insights to improve skip tracing, contact the right party and prioritize accounts.

The Compliance Professionals Forum is a membership organization for anyone tasked with managing consumer debt. CPF offers practical, timely answers to your toughest compliance questions – when you need them, in the format you want them. You’ll learn how your company compares with others in the industry, via our benchmark reports, peer calls, and regional compliance meetings. Plus constantly improve your own system with tools, checklists, call-scripts, spreadsheets, and policies/procedures.