Collector - August 2020 - 7

INDUSTRYNEWS

COMMUNITY

ACA Member Launches Marketing Campaign to Help Consumers

M

ost collection
calls are not
from aggressive
agencies, but out of fear
many consumers avoid
Melissa Nash
them all the same.
#DebtCollectorsCareToo is a recent
series of PSA videos targeted to consumers
explaining how debt collectors can help
them, according to a news release from ACA
International member company ARI, based
in West Palm Beach, Florida. Through the
PSAs, ARI is hoping to remove the stigma
that all collection calls are aggressive and to
advise the consumer that options do exist,
especially during the COVID-19 crisis.
Many people are newly unemployed or
underemployed, and they require assistance

and assurance that there is a path forward.
At some point, these consumers may need
a better understanding of how collectors
can help.
"Allowing debts to remain unresolved
leads to uncertainty, confusion and anxiety,"
said Melissa Nash, president of ARI. "There
are options, though. By communicating
with the creditor/agent and creating a plan
we can reduce fear, minimize or reduce
liabilities and allow consumers to peacefully
continue with their lives."
ARI is leading the way by educating
consumers on the need to communicate and
to not be afraid to answer the phone.
"Our agents are in very similar
situations. We are all working from
home, juggling life, and personally

understand the unique situation and
needs right now. We exist to find the
right plan for each consumer," Nash
said. "That starts with communication."
The campaign, which launched in May,
was designed to educate consumers on what
to expect from a debt collection call, the
right questions to ask and how to navigate
a resolution. The educational videos are
available in three languages: English, Spanish
and Creole.
"We truly hope that this helps people to
understand how best to handle this situation
and allows them to navigate it in a way that
will be beneficial to them in the long run,"
Nash said.
To learn more about this PSA series, visit
www.4aronline.com.

ACA NEWS

Bringing Collector Development to
ACA's Hot Topic Webinars

O

ne of Kelli Krueger's first tasks as
ACA International's new director
of education was to revamp our
Hot Topic training schedule to involve a
variety of speakers and seminar topics.
The result, implemented in June, was a
plan to hold Hot Topic webinars online four
times per month and invite members to
submit ideas and host the training.
Based on member feedback, collector
development training was added to the mix
as well.
Now that the program has had a couple of
months to take shape, Krueger continues to
seek speakers for the training sessions and
specific topic ideas.
"If you have never spoken for ACA and
you want to try, now is your time. It's a great
way to get more members involved," she said.
Hot Topics are held on Tuesdays and
Thursdays the second and third week of the

COLLECTOR 08.20

month, allowing members to plan to attend
the trainings on a regular basis.
Examples of collector development training
members can expect include the importance
of call flow, creating trust on the collection
call and motivating the consumer to pay.
ACA knows collectors are the core of
members' organizations and these trainings will
help build success with clients and consumers.
On top of collector development, ACA's
Hot Topic sessions will continue to focus on
legal, compliance and operations and offer
interested speakers the option to submit an
idea for a "wild card" training, which will be
held the third week of the month.
Be creative, Krueger said, when
submitting wild card ideas or suggestions for
any of the other topics.
Speaking during a Hot Topic training
is a great way to get involved with your
association, connect with fellow members,

build your industry profile and learn at the
same time.
Check ACA's online events calendar
(acainternational.org/events) for regular
updates on the Hot Topic training
schedule.
Members interested in ongoing
education for their company through
ACA are encouraged to sign up for the
All Access Training Zone, which provides
access to all online education at one
low price. Contact Member Services at
memberservices@acainternational.org or
800-269-1607 for more information.

7


http://www.4aronline.com http://www.acainternational.org/events

Collector - August 2020

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