• June 5-7, 2017

    The Westin Stonebriar Hotel & Golf Club

    Frisco, Texas

    Early bird deadline March 31

  • About the Event

    The First Party Summit - A New Kind of Conference

    The industry's first-ever and only Summit focused totally on the unique challenges of

    First Party Collections, Outsourcing, and Customer Care.

    Technology

    and Strategy

    We will focus on technology and strategies to help you improve the consumer experience and increase interaction.

    New

    Ideas

    We work hard to introduce new speakers to each event.

    Just

    the Right Size

    260 attended from 126 organizations in 2016.

    No Exhibit Hall.

    Engage

    in the Dialogue

    We employ collaborative, interactive sessions, not lectures or infomercials.

    Join your peers. Engage.

    Some of the 126 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

     

    ...that attended

    in 2016

    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

    We have maintained pricing for this Summit at a level well below other major industry events. For this reason, the early bird pricing will not be extended.

     

    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.

  • 2017 Agenda

    MONDAY June 5

    Opening Reception 6:00 PM - 8:00 PM

    TUESDAY June 6

    Registration, breakfast, networking

    7:30 AM - 8:15 AM

    Welcome

    8:15 AM - 8:30 AM

    Stephanie Eidelman, CEO, Tim Bauer, President - insideARM and The iA Institute

    Keynote: Innovative Communication Strategies for Improving the Customer Experience

    8:30 AM - 9:30 AM

    Keynote Speaker: Adam Toporek, Customer Experience Expert. Author “Be Your Customer’s Hero."

    Drawing on the latest in psychology and neuroscience, this keynote explores strategic communication strategies that can transform your organization’s customer experience. This presentation is focused on actionable takeaways, including persuasive phrasing, onmichannel approaches, and specific tactics for collections and customer care.

    Thought Leadership Presentation

    9:30 AM - 9:40 AM

    Speaker: TBA

    Break

    9:40 AM - 10:10 AM

    Breakout 1:

    10:15 AM - 11:25 AM

    Legal/Compliance Track -

    When Things Go South: Planning for Problems

    Speakers:

    Stefanie Jackman, Ballard Spahr

    Jacqueline Hair, Conifer Health Solutions

    Operations Strategy Track - Sponsored By Transunion

    Use of Artificial Intelligence as an Alternative to the Traditional IVR

    Speakers:

    Erin Stewart, Interactions LLC

    Additional Speaker TBA

    Operations Management Track -

    Culture Makes a Difference - How the unique Kabbage "Culture" impacts recruiting, hiring, attrition, and performance metrics

    Speakers:

    Bill Bowden, Kabbage

    Bonus Track - Sponsored By LexisNexis Risk Solutions

    Case Study - Outsourcing of all Escalation Accounts to a Single Source - How one Creditor Decided to Handle Disputes and/or Difficult Calls in a More Uniform Manner

    Speakers:

    Kathleen Kuri, Ascension Health

    Tracy Dudek, State Collection Service,Inc.

     

    Breakout 2:

    11:30 AM - 12:40 PM

    Legal/Compliance Track -

    State Laws and Regulations Governing First Party Activity - What You Don't Know Might Surprise You

    Speakers:

    David Cherner, Moss & Barnett

    Second Speaker TBA

    Operations Strategy Track - Sponsored By Transunion

    Lets Review Omnichannel Options - Text, email, chat, avatars, bots, etc.

    Moderator:

    Aaron Steinberg, insideARM

    Speakers:

    Don Taylor, ACSI

    Jeff Beard, Infutor

    Rob Fite, Telrock

    Kevin Gillespie, Access Receivables Management

    Operations Management Track -

    Wage & Hour and other critical employment issues - What Should you be Doing to Protect Your Company?

    Class Actions Against Call Centers

    State Department of Labor Investigations

    Union Organization Potential

    Speakers:

    Gary Eidelman, Attorney at Law, Saul Ewing LLP

    Tim Collins, Convergent Outsourcing, Inc.

    Bonus Track - Sponsored By LexisNexis Risk Solutions

    Cyber Risk Management in 2017 - What do the Recent State of New York Cyber Security Regulations and the OCC/FDIC/Federal Reserve ANPR Mean to Creditors and Call Centers

    Speakers:

     

    Jonathan Klein, Attorney at Law, Clark Hill

    Kia D. Floyd, RELX Group, Inc., Lexis Nexis

    Lunch & Networking

    12:40 - 1:25 PM

    Breakout 3:

    1:40 PM - 2:50 PM

    Legal/Compliance Track -

    Compliance Professional Forum Panel Discussion - Benchmarking Best Practices and Review of Compliance Issues that Generate the Most Discussion in CPF Peer Group Calls

    Speakers:

    Mike Bevel, insideARM, Compliance Professionals Forum

    Kelly Knepper Stephens, Stoneleigh Recovery Associates, LLC

    Matthew Shiflett, Transunion Risk and Alternative Data Solutions, Inc.

    Additional Participants TBA

    Operations Strategy Track -Sponsored By Transunion

    Case Study - The Importance of Matching Client Culture with Vendor Culture When Selecting an Outsourcing Partner

    Speakers:

    Eric Laundree, Elevate

    Chris Repholz, MRS BPO LLC

     

    Operations Management Track -

    Focus on the Real Keys to Success of any Project - The Team or Unit Managers and Supervisors - Identifying potential managers, training and retraining, matching the right managers to the right team, incentive compensation beyond typical performance metrics

    Speakers:

    Pam Kirchner, BCA Financial Services, Inc.

    Lee W. Hawkins, Trinity Health

    Bonus Track - Sponsored By LexisNexis Risk Solutions

    Cyber Liability Insurance - Understanding What you Don't Know

    Ben Johnson, Cornerstone & Integrity First Insurance

    Dorothea Westin, Capitol Special Risks

    Thought Leadership Presentation

    2:55 PM - 3:05 PM

    Speaker TBA

    Panel Discussion - Will "Make America Great Again" bring call center/customer care jobs back to the United States?

    If Yes, How to find low cost high quality locations?

    If No, What are the best offshore or near shore alternatives?

     

    3:10 PM - 4:20 PM

    Speakers:

    Tim Casey, Teleperformance

    Riley Pentecost, EGS Financial Care

     

    Creditor Only Session - Sponsored by Telrock

    4:20 PM - 5:15PM

    Best Practices Discussion

    Reception

    6:00 PM - 7:30 PM

    WEDNESDAY June 7

    Breakfast & Networking

    7:30 AM - 8:15 AM

     

    Panel Discussion - The FTC and CFPB - Working Together on First Party and Debt Collection Rulemaking, Supervision, and Enforcement

    8:20 AM - 9:20 AM

    Speakers:

    Moderator: Rozanne Andersen, Ontario Systems

    Tom Pahl, Federal Trade Commission

    John McNamara, Consumer Financial Protection Bureau

    Breakout 1:

    9:25 AM - 10:35 AM

    Legal/Compliance Track -

    A Day in the Life - The Daily Challenges of a General Counsel and Outside Counsel - Advising Management on Current Regulations (State, Federal, Local), CFPB and FTC Consent Orders, and Potential Future Regulations

    Speakers:

    Sulejman Dizdaveric, Discover Financial Services

    John Bedard, Bedard Law Group

    Katie Neill, ARS National National Services Inc.

    Operations Strategy Track - Sponsored By Transunion

    Using Speech Analytics to Drive Process Improvements in Your Organization

    John Craven, Cox Communications

    Nicole Pirone, Cox Communications

    John Russo, Nexidia

    Operations Management Track -

    Case Study: How CIBC Improved the Customer Experience and Saw CSAT Scores Increase by 300%

    Speakers:

    Sonia Kalra-Ali, CIBC

    Grace Yeh, Gatestone & Co.

    Bonus Track - Sponsored By LexisNexis Risk Solutions

    Case Study - Outsourcing of Full File Credit Bureau Reporting and Dispute Management

    John Hall, Eversource Energy

    Andrew Cope, Contract Callers

    Doffie Howard, Contract Callers

    Breakout 2:

    10:40 AM - 11:50 AM

    Legal/Compliance Track -

    2017 Regulatory and Legal Update - Recent Cases (including ACA International v. FCC), Impact of Change in Administration to Makeup and policies of the FCC, CFPB Debt Collection Rulemaking, FTC

    Speakers

    Joann Needleman, Clark Hill PLC

    Mark Mallah, LiveVox

     

    Operations Strategy Track - Sponsored By Transunion

    The 30 Security Questions and Security Audit Focus Points Included in RFI's, RFP's, and Site Visits that Every Senior Manager should know and understand. PLUS What are the "A" Answers to those Questions?

    Speakers:

    Michael Meyer, MRS BPO LLC

    Second Speaker TBA

    Operations Management Track - The Importance of Project Management when: 1) Starting a large ramp-up, 2) Onboarding a new agency, vendor or technology, 3) Opening a new facility or expanding an existing facility.

    Speakers:

    Nathan Swensen, SoFi

    Tamara Simone, DirecTV/AT&T

     

  • Speakers

    Rozanne Andersen

    VP & CCO, Ontario Systems

    Tim Bauer

    President, The iA Institute and insideARM

    Jeff Beard

    Chief Operating Officer, Infutor

    John Bedard

    Attorney at Law, The Bedard Law Group

    Bill Bowden

    Manager of Collections, Kabbage

    Tim Casey

    CEO, Teleperformance ARM Division

    Tim Collins

    General Counsel and Chief Ethics & Compliance Officer, Convergent Resources

    John Craven

    Director, Cox Communications

    David Cherner

    Attorney at Law, Moss & Barnett

    Tracy Dudek

    VP of Operations, State Collection Service, Inc.

    Gary Eidelman

    Attorney at Law, Saul Ewing LLP

    Stephanie Eidelman

    CEO, The iA Institute & insideARM

    Rob Fite

    Vice President, Telrock Systems, Inc

    Kia D. Floyd

    Director of State Government Affairs, Northeast Region. RELX Group, Inc.

    Kevin Gillespie

    EVP, Access Receivables Management

    Jacqueline Hair

    Senior Managing Counsel, Conifer Health Solutions

    Stefanie Jackman

    Attorney at Law, Ballard Spahr

    Ben Johnson

    Risk Management Director, Cornerstone Support & Integrity First Insurance

    Pam Kirchner

    CEO, BCA Financial Services

    Jonathan Klein

    Attorney at Law, Clark Hill

    Kelly Knepper-Stephens

    General Counsel, Stoneleigh Recovery Associates, LLC

    Kathleen Kuri

    Director of Customer Service and Revenue Cycle Operations Integrity, Ascension Health

    Mark Mallah

    General Counsel, LiveVox

    John McNamara

    Assistant Director, Consumer Lending, Reporting & Collection Markets, CFPB 

    Michael Meyer

    CRO, CSO, MRS BPO LLC

    Joann Needleman

    Attorney at Law, Clark Hill

    Tom Pahl

    Acting Director, Bureau of Consumer Protection, FTC

    Riley Pentecost

    Global Vice President of Operations, EGS Financial Care

    Nicole Pirone

    Director of Call Center Technologies - Speech Analytics, Cox Communications

    Chris Repholz

    Chief Growth Officer at MRS BPO LLC

    Matthew Shiflett

    Senior Attorney, Transunion Risk and Alternative Data Solutions, Inc.

    Tamara Simone

    Director, DirecTV, AT&T

    Aaron Steinberg

    Publisher, The iA Institute & insideARM

    Erin Stewart

    Director, Interactions LLC

    Nathan Swensen

    Director of Loan Servicing Operations, SoFi

    Don Taylor

    Consultant, Special Advisor, ACSI

    Adam Toporek

    Author, "Be your Customer's Hero"

    Dorothea Westin

    President, Capitol Special Risks, Inc.

  • Event Sponsors

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

    Strategic Partner

    TransUnion - Track Sponsor

    Strategic Partner

    Ontario Systems - Track Sponsor

    Strategic Partner

    LexisNexis - Track Sponsor

    Strategic Partner

    LiveVox - Track Sponsor

    Conference Partner

    Infutor

    Opening Night Reception Sponsor

    Experian

    Focus Group Sponsor

    Convoke

    Credit Grantor Roundtable Sponsor

    Telrock

  • 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

  • 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