Collector – June 2019 - 36

EDUCATIONSPOTLIGHT

Meet Your Certified Instructor
Where have you found inspiration
for your role as a CI?

How do you make complicated
topics a little more approachable?

Both of my parents were extraordinary
teachers. I am fortunate that they inspired
my passion for teaching and for taking
complex regulations and laws and trying
to size them to fit the work-related needs of
busy adult learners.

This is a tough question with lots of good
answers. One approach is to ask what
folks need to know to perform their jobs/
roles. Among the ways to make complex
topics more accessible are to use tabletop
exercises to get adult learners to put to use
new information and to have the enjoyable
social chance to discuss their efforts with
each other (as opposed to a more traditional
computer-based learning management
system or classroom-style learning).
For example, if you need your workforce
to understand health benefits, co-pays,
deductibles and out-of-pocket responsibilities
when talking with consumers on the phone,
connect the learning opportunity during your
company's open enrollment time. Use the
various features of the plans you offer your
workforce to explain these concepts as they
make decisions about their benefits and to
provide a better understanding of how they
can answer consumers' questions.

So what are adult learners
looking for?
Adult learners want to know what's
important when a "teachable moment"
occurs. A teachable moment happens when
somebody's job tasks them with resolving
a situation by applying information from
the law, their compliance management
system or client specifics. While knowing
the legislative history of a law may be
interesting to some people, it's not what an
adult may need to know to apply the law or
client rules to a specific situation.

How do your CI skills translate
to your job?
In my job it's critically important to be
able to make strategic and productive use
of the regulatory, legal and compliance
concepts that as a total nerd I love learning.

The privilege of being an ACA Certified
Instructor has reinforced the importance of
knowing things and learning things so they
can be put to use.
In particular, when I had the opportunity
to work with the U.S. Department of Health
and Human Services on the regulations
implementing HIPAA's Privacy and Security
Rules, I was grateful to have learned many
things from ACA's members about real-life
challenges they experienced in applying
HIPAA rules to a wide array of situations.

What's something you've seen
as a recurring source of stress
for ACA members?
Being in an industry where credit and
collections enterprises are dual regulated
can be intimidating. By "dual regulated,"
I mean that we ourselves have a wide
range of local, state and federal
laws with which we may need to
comply, and our creditor clients
may also have an overlapping
or even different set of legal
and regulatory standards
by which they need to
comply. Harmonizing those
requirements on our activities
with those of our creditor
clients can seem stressful or
intimidating to our members.

Company:
BCA Financial
Services Inc.

Name:

112+

Title:
Chief Strategy Officer
& General Counsel

Leslie Bender,
36

Number of
Seminars Taught:

IFCCE, CCCO,
CCCA, CIPP/US

Years as a
Certified Instructor:

16



Collector – June 2019

Table of Contents for the Digital Edition of Collector – June 2019

President’s Page
Industry News
Best Practices
FYI
Collection Tips
Adapting to a New Environment
“Today agencies realize this is an opportunity to help the consumer.”
ACA International’s 2019 Convention & Expo
Close the Revolving Door
Calendar
Honor Roll
Education Spotlight
Ask the Experts: Small Talk
Growing into the Industry
Exploring STIR/SHAKEN
CFPB Releases Proposed Debt Collection Rule
Industry Advancement Program Helps Member Defeat FDCPA Claim in Ninth Circuit
ACA SearchPoint
Ad Index
Membership
Last Word
Collector – June 2019 - Cover1
Collector – June 2019 - Cover2
Collector – June 2019 - 1
Collector – June 2019 - 2
Collector – June 2019 - 3
Collector – June 2019 - Industry News
Collector – June 2019 - President’s Page
Collector – June 2019 - 6
Collector – June 2019 - 7
Collector – June 2019 - 8
Collector – June 2019 - 9
Collector – June 2019 - Best Practices
Collector – June 2019 - 11
Collector – June 2019 - FYI
Collector – June 2019 - 13
Collector – June 2019 - 14
Collector – June 2019 - 15
Collector – June 2019 - Collection Tips
Collector – June 2019 - 17
Collector – June 2019 - Adapting to a New Environment
Collector – June 2019 - 19
Collector – June 2019 - 20
Collector – June 2019 - 21
Collector – June 2019 - Close the Revolving Door
Collector – June 2019 - “Today agencies realize this is an opportunity to help the consumer.”
Collector – June 2019 - ACA International’s 2019 Convention & Expo
Collector – June 2019 - 25
Collector – June 2019 - 26
Collector – June 2019 - 27
Collector – June 2019 - 28
Collector – June 2019 - 29
Collector – June 2019 - 30
Collector – June 2019 - 31
Collector – June 2019 - 32
Collector – June 2019 - 33
Collector – June 2019 - Calendar
Collector – June 2019 - Honor Roll
Collector – June 2019 - Education Spotlight
Collector – June 2019 - 37
Collector – June 2019 - Ask the Experts: Small Talk
Collector – June 2019 - 39
Collector – June 2019 - Growing into the Industry
Collector – June 2019 - 41
Collector – June 2019 - Exploring STIR/SHAKEN
Collector – June 2019 - 43
Collector – June 2019 - CFPB Releases Proposed Debt Collection Rule
Collector – June 2019 - 45
Collector – June 2019 - Industry Advancement Program Helps Member Defeat FDCPA Claim in Ninth Circuit
Collector – June 2019 - 47
Collector – June 2019 - ACA SearchPoint
Collector – June 2019 - Ad Index
Collector – June 2019 - Membership
Collector – June 2019 - 51
Collector – June 2019 - Last Word
Collector – June 2019 - Cover3
Collector – June 2019 - Cover4
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