• June 5-7, 2017

    The Westin Stonebriar Hotel & Golf Club

    Frisco, Texas

  • About the Event

    The industry's first-ever and only Summit focused totally on the unique challenges of First Party Collections, Outsourcing, and Customer Care. Complete with multiple tracks for learning & peer conversations, while keeping sales talk to a minimum. The following are stats from the 2016 Summit.

    More than 230

    Attendees

    126

    Organizations Represented

    25

    Sessions Across 4 Tracks

    57

    Speakers & Facilitators

    Sample of Participating Organizations:

    • Afni
    • Alorica
    • Ally Financial 
    • AT&T/DirecTV
    • Atlanticus
    • Bluestem Brands 
    • CBE Companies 
    • CIBC
    • Comcast
    • ConServe
    • Credit One Bank
    • CreditShop
    • Discover Financial Services
    • Dish Network 
    • Empereon-Constar
    • EOS USA 
    • EVINE
    • Flagship Credit Acceptance
    • GC Services  
    • GM Financial
    • Home Credit US
    • Liberty University
    • Link Revenue Resources
    • Navient
    • Norton Healthcare
    • Presence Health 
    • Radius Global Solutions 
    • Service Corporation International
    • Superior Court of California, County of Ventura
    • TEMPOE
    • US Cellular
    • USAA
    • Windham Professionals
  • Pricing & Eligibility

    First Party Summit

    Early bird pricing (ends March 31, 2017)

    $895 (1st registrant from your company)

    $795 (Additional attendees from the same company)

     

    Regular pricing

    $995 (1st registrant from your company)

    $895 (Additional attendees from the same company)

     

    Cancellation: You may cancel by May 19, 2017 for a full refund, less a $75 admin fee. No refunds after May 19, but you can substitute another attendee. Simple.

     

    Note: Technology providers are not eligible for individual registration without sponsorship. To learn about availability, please contact Aaron Steinberg or call 240.499.3836.

     

  • Hotel

    The Westin Stonebriar, Frisco Texas

    Situated in the tranquil suburb of Frisco, north of Dallas, the Stonebriar is just 18 miles from DFW Airport. This AAA Four-Diamond hotel boasts an 18-hole championship golf course and a 200-foot lagoon-style swimming pool.

     

    Each room includes the sublime Westin Heavenly® Bed, Heavenly® Bath, 47-inch LG Smart TV, wireless High Speed Internet Access, and Starbucks® coffee with Westin WakeCup™ brewer.

     

    Our conference room rate is $189/night. Click here to access the site to learn more about the event and to book, modify, or cancel a reservation until May 22, 2017.

  • Event Sponsors

    Interested in a sponsorship for 2017? Call Aaron Steinberg, our Publisher, at 240.499.3836

  • What Attendees Have Said About

    the First Party Summit

    "Most beneficial conference I have attended"

    The IA Institute conference for first party agencies and their partners was the most beneficial conference I have attended. The spirit of this event was truly that of best practice sharing amongst your peers while surrounded by teams of professionals with a wealth of industry knowledge. This allowed for an exponential amount of knowledge transfer that will help me to grow the business for my company as well as establish valuable relationships going forward.

     

    Clay Barker

    Senior Manager, Operational Excellence

    Monitronics Security

    "This conference encouraged real discussion"

    “I loved the format. This conference encouraged real discussion with peers and across industries. [It was] an outstanding opportunity to learn … and I did!”

     

    Dusty Whitesell, LiveVox

    "No wasted space, time, or content"

    Great value and great attendees. There was no wasted space, time, or content. A high-value event.

     

    Anonymous

    "An opportunity to meet new potential vendors in a low stress environment"

    A valuable experience. An opportunity to build relationships, meet new potential vendors in a low stress environment. A great 2 days of knowledge-sharing.

     

    David Guy, VP Collections and Customer Service, Conns Home

    "I highly recommend this conference"

    I highly recommend this conference. I learned new information and appreciated the round-table discussions.

     

    Tami Birner, National Marketing Executive, FMA Alliance

    "Best conference I have attended"

    Best conference I have attended.

     

    Anonymous

    "Great opportunity to connect with peers and vendor-partners in a manner that did not feel like a sales conference"

    Well-planned and well-executed. A great experience and opportunity to connect with peers and vendor-partners in a manner that did not feel like a sales conference. Great job!

     

    Brian Stokes, Associate Director, Verizon

    "Absolutely a conference that will go in my budget next year"

    Great working session, great experience compared with other industry conferences, excellent working sessions that provided insight into best practices. Absolutely a conference that will go in my budget next year.

     

    Dawn Wierzbicki, Chief Sales Enablement Officer, ERC

  • 2016 Agenda

    (2017 Agenda will be posted soon)

    MONDAY OCTOBER 17

    Opening Reception 6:00 PM - 8:00 PM

    Pre-Conference Workshop (separate registration)

    Drastically reduce your legal expenses using unique operational changes and new website strategies

    Noon - 5:00 PM (more info here)

    Opening Reception

    6:00 PM - 7:30 PM

    TUESDAY OCTOBER 18

    Registration, breakfast, networking

    7:30 AM - 8:20 AM

    Welcome

    8:20 AM - 8:40 AM

    Keynote: Leadership and Business Ethics

    8:40 AM - 9:30 AM

    Speaker: Al Gini, Professor of Business Ethics, Loyola University of Chicago, regularly heard on National Public Radio's Chicago affiliate, WBEZ-FM.

    Panel: Business Ethics in the Day-to-Day World of Clients and Vendors in the ARM/CRM/BPO Industries

    9:30 AM - 10:15 AM

    Speakers:

    Kelly Knepper-Stephens, Stoneleigh Recovery Associates LLC.

    Barbara M. Woodworth, CGI Financial Solutions Group

    Therese M. Yakel, Early Out Services, Inc. | General Service Bureau, Inc.

    Break

    10:15 AM - 10:45 AM

    Breakout 1:

    10:45 AM - 11:55 AM

    Legal/Compliance Track - (sponsored by LiveVox)

    Cyber Security Concerns

    Speakers:

    Leslie Bender, ARS National

    Daniel Venditti, Flagship Credit Acceptance

    Operations Strategy Track - (sponsored by TransUnion)

    Best Practices in Outsource Management - Building and Maintaining a Successful Long-term Relationship - Making it Work for both Parties

    Speakers:

    John Stevenson, U.S. Cellular

    Mark Schordock, GC Services

    Operations Workforce Management Track - (sponsored by the Consumer Relations Consortium)

    Leveraging Gamification & Analytics To Drive Agent Engagement and Performance

    Speakers:

    Brian LaRoche, CallMiner,

    Brett Silas Brosseau, FidoTrack,

    Michael Meyer, MRS BPO, LLC

    Revenue Cycle Management Track - (sponsored by Ontario Systems)

    Surprise! You May Need a State License for Medical Billing and Early Out.

    Speakers:

    John Rossman, Moss & Barnett

    Andy Balthaser, EGS, an Alorica Company

     

    Lunch & Networking

    Noon - 1:00 PM

    Breakout 2:

    1:00 PM - 2:10 PM

    Legal/Compliance Track - (sponsored by LiveVox)

    The Outline of Proposed 3rd Party Debt Collection Rules is Out – What Are the Issues and What is the Best Way to Engage With the CFPB on Those Issues?

    Speakers:

    John McNamara, CFPB

    Andrew Blady, NCB Management Services

    Operations Strategy Track - (sponsored by TransUnion)

    Can Collection Agencies Handle Care work? Can Care Agencies Handle Collections Work?

    Speakers:

    Stephanie Schuitt, Iqor

    Gary Harwood, Credit One Bank

    Jim Shaughnessy, Credit One Bank

    Operations Workforce Management Track (sponsored by the Consumer Relations Consortium) - Successful Work at Home Program

    Speakers:

    David Ogletree, Sykes Enterprises

    Mycol Cooley, AT&T/DirecTV

    Revenue Cycle Management Track - (sponsored by Ontario Systems)

    The Successful Onboarding Process for a First Party Program: How to Avoid a Ghastly Outcome

    Speakers:

    Alan Clayton, Frost-Arnett

    Donna Manecke, Norton Healthcare

    Breakout 3:

    2:15 PM - 3:25 PM

    Legal/Compliance Track - (sponsored by LiveVox)

    Litigation Issues and Strategies from the First Party Perspective

    Speakers:

    Rozanne Anderson, Ontario Systems

    Joann Needleman, Clark Hill

    Jennifer Domenick, Navient

    Cliff Umans, Attorneys on Demand

    Matt Russell, TRAKAmerica

    Operations Strategy Track - (sponsored by TransUnion)

    Designing an effective first party chat collections solution to drive customer satisfaction, improve performance while reducing cost.

     

    Speakers:

    Doug Jones, Afni

    Jeff Hobbs, Afni

    Operations Workforce Management Track (sponsored by the Consumer Relations Consortium) - Training the Call Center Agent - There Has to be a Better Way!

    Speakers:

    William D. Maron, ConServe

    Sara Grabowski, Dish Network

    Revenue cycle Management Track - (sponsored by Ontario Systems)

    Specialty Call Centers for Healthcare Providers - Patient Access and Revenue Cycle Convergence

    Todd Van Meter, EOS Healthcare

    Jennifer Gingrass, Principal, ECG Management Consultants

    Ian Stewart, SVP Revenue Cycle, Presence Health

    Breakout 4:

    3:30 PM - 4:40 PM

    Creditors Only - Best Practice Peer Discussion (sponsored by Telrock)

    Discuss Best Practices and Current Challenges/Concerns with your peers in a Creditor Only Session.

    Session Moderators: Craig Paterson, GM Financial, second moderator TBA

     

    Agencies Only - Best Practice Peer Discussion

    (sponsored by VoyagerNetz)

    Discuss Best Practices and Current Challenges/Concerns with your peers in a Agency/Call Center Only Session.

    Session Moderators: Joe Gelbard, True Accord, Tracey Bannochie, DCM Services,LLC

    Dinner

    6:30 PM - 8:00 PM

    WEDNESDAY OCTOBER 19

    Breakfast & Networking

    7:00 AM - 8:00 AM

     

    Thought-Leadership Presentations - Ballroom

    8:00 AM - 8:30 AM

    Breakout 1:

    8:30 AM - 9:40 AM

    Legal/Compliance Track - (sponsored by LiveVox)

    Using Technology and Data to Meet Regulatory and Client Demands - Leading to Smarter Dialing and Simplified Relationship Management

    Speakers:

    Louis Summe, LiveVox

    Steve Leckerman, Radius Global Solutions LLC

    Jim Lynch, Senior Operations Consultant, LiveVox

    Operations Strategy Track - (sponsored by TransUnion)

    Reducing Agent Turnover – Improving Agent Retention

    Brad Bone, Alliance One

    Angela Peleschka, Comcast Cable

    Operations Workforce Management Track - (sponsored by the Consumer Relations Consortium)

    Meeting and Exceeding Client Expectations on "The Customer Experience". 1) Customer Delight or Customer Simply Satisfied? 2) Improving CSAT or Net Promoter Scores Through Better Management of Your Team

    Speakers:

    Nick Jarman, RightAway Consulting & Coaching

    Josh Seuberling, TEMPOE

    Revenue Cycle Management Track - (sponsored by Ontario Systems)

    Case Study - Using Intent Based Leadership to Meet and Exceed Client Expectations and Increase Talent Retention

    Harley Wilson, Jr., CBE Companies

    Sherry Nirenberg, UAMS Medical Center, University of Arkansas for Medical Sciences

    Breakout 2:

    9:45 AM - 10:55 AM

    Legal/Compliance Track - (sponsored by LiveVox)

    The Model First Party Outsourcing Contract

    Speakers

    Matt Clark, EOS-USA

    Adam Schenck, DISH Network

     

    Operations Strategy Track - (sponsored by TransUnion)

    Lessons Learned from Our Initial Foray into Outsourcing

    Speakers:

    Ken Williams, Atlanticus

    Chris Rezendes, Windham Professionals

    Operations Workforce Management Track - (sponsored by the Consumer Relations Consortium)

    The Multiple Benefits of Technology - How Technology That Increases Compliance Can Also Be Used to Increase Productivity

    Speakers:

    Karl Koster, Noble Systems

    Yilin Chen, United Acceptance, Inc.

    Richard Cabral, Ventura County Superior Court

    Tom Miller, Noble Systems

    Revenue Cycle Management Track - (sponsored by Ontario Systems)

    What the CFPB’s Outline of Proposed Rules Means to Revenue Cycle Management and EBO

    Speakers:

    Alan Spiegelhauer, FMA Alliance

    Michael Albrecht, The Asher Group

    Closing Keynote Session - Former CFPB Staff Offer Insiders' Take on the Future of Debt Collection Regulation

    11:00 AM - 11:45 AM

    Speakers:

    Tom Pahl, Former Managing Regulatory Counsel, Office of Regulations, CFPB

    Jim McCarthy, Former Senior Product Advisor, Office of Consumer Response, CFPB

     

  • About Us

    The iA Institute is a provider of specialized information to the complex debt industry. Our efforts inform, teach, and bring a variety of stakeholders to the table to address industry challenges and build a culture of compliance. Initiatives include insideARM, the Compliance Professionals Forum, and the Consumer Relations Consortium.

  • Contact Us

    Questions? Issues with registration? Email us using the form below, or call 240.499.3846