Collector - May 2018 - 42
Building a Case for Continuous Education
ACA's new Credit and Collections Compliance Attorney credentialing program delivers practical insight
on a wide-range of issues attorneys in the debt collection industry deal with on a daily basis.
By Irene Hoheusle, CCCO, IFCCE
s any attorney knows, when
you decide to practice law your
education doesn't end when you
pass the bar. The fact is, the education
is endless. Whether you are an inhouse or external counsel, the credit
and collection industry is a foreverchanging landscape with federal and
state regulations that are interpreted,
reinterpreted, misinterpreted and applied
in ways that would spin the head of even
the most experienced legal counsel.
ACA International's new Credit and
Collection Compliance Attorney (CCCA)
credentialing program will provide you
with a unique opportunity to not only
better understand your part within various
consumer financial protection laws, but to
also strategize and build your company's
CCCA's curriculum will help you:
* Practically apply the consumer financial
protection laws in credit and collection
* Build guidelines to ensure you are
collecting the right amount from the
* Identify and embrace consumer
* Develop rubrics for customer excellence
in calls and prioritize one-call
* Implement controls to minimize the
risk of improper third-party disclosure
while properly handling authorized
customer representative's requests.
* Create early warning systems related to
disputes, complaints, and inquires.
* Identify and preserve evidence of your
(or your clients') collection activities.
* Develop strategies for balancing the
convenience of new and emerging
technologies with their related risks.
* Update your vendor management
* Identify sources of UDAAPs while
assessing call strategies, work strategies,
compensation programs and more.
* Develop meaningful training programs
based upon a keen understanding of
role-based and practical options.
One of the program's authors and subject
matter experts, Leslie Bender, CCCO,
IFCCE, chief strategy officer and general
counsel at BCA Financial Services, explained
that the education program for the CCCA
credentialing, which launched at ACA's
Campus ACA Academy at Spring Forum &
Expo in March, was developed in conjunction
with input and oversight from ACA's Members'
Attorney Program Committee and Education
Committee. This group helped create the
program's five bodies of knowledge, which are:
* Threading the Compliance Needle:
Compliance artifacts, monitoring, incident
and complaint handling, and methods
to track and evaluate performance while
managing change and projects.
* Technology: Balancing convenience
with compliance in approaching the use
and implementation of technology.
* Being a Vendor Who Manages Vendors.
* Unfair, Deceptive and Abusive Acts and
* Influence and Feedback.
"The objective is to take these key
bodies of knowledge and provide
professional development opportunities
for attorneys (who come with some
working knowledge of consumer financial
protection laws) to practically apply and
use that knowledge in training and other
compliance settings," Bender said.
The CCCA credentialing program is full
of interactive, engaging exercises that will
empower you to find answers to all the
predictable "why" questions posed at your
agency. And although it has been designed
for attorneys, the curriculum also offers
a great learning opportunity for other
compliance staff in your company, such as
those who have achieved ACA's Credit and
Collection Compliance Officer designation.
To get started, visit www.acainternational.
Irene Hoheusle is vice president of collections
and education at Account Recovery