• June 5-7, 2017

    The Westin Stonebriar Hotel & Golf Club

    Frisco, Texas

  • 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.


    and Strategy

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



    We work hard to introduce new speakers to each event.


    the Right Size

    260 attended from 126 organizations in 2016.

    No Exhibit Hall.


    in the Dialogue

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

    Join your peers. Engage.

    Some of the 126 organizations



    Ally Financial



    Bluestem Brands

    CBE Companies




    Credit One Bank


    Discover Financial Services

    Dish Network





    ...that attended

    in 2016

    Flagship Credit Acceptance

    GC Services

    GM Financial

    Home Credit US

    Liberty University

    Link Revenue Resources


    Norton Healthcare

    Presence Health

    Radius Global Solutions

    Service Corporation International

    Superior Court of California, County of Ventura


    US Cellular


    Windham Professionals

  • Pricing & Eligibility

    First Party Summit


    $995 (1st registrant from your company)

    $895 (Additional attendees from the same company)



    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, or until our room block is full.

  • 2017 Agenda

    MONDAY June 5

    Opening Reception 6:00 PM - 7:30 PM

    TUESDAY June 6

    Registration, breakfast, networking

    7:15 AM - 8:15 AM

    Welcome & Opening Remarks

    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 - Presented by Interactions, LLC

    9:30 AM - 9:40 AM

    5 Lessons Learned in Applying AI to Contact Center Strategy

    Speaker: Jeff Ellis, TXU Energy


    9:40 AM - 10:10 AM

    Breakout 1:

    10:15 AM - 11:25 AM

    Legal/Compliance Track - Sponsored by Ontario Systems

    When Things Go South: Planning for Problems


    Stefanie Jackman, Ballard Spahr

    Jacqueline Hair, Conifer Health Solutions

    Operations Strategy Track - Sponsored By Transunion

    A 2020 Vision - The Roles of Human and Artificial Intelligence in Collections


    Jeff Ellis, TXU Energy

    Erin Stewart, Interactions LLC

    Operations Management Track - Sponsored by LiveVox

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


    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


    Kathleen Kuri, Ascension Health

    Tracy Dudek, State Collection Service,Inc.


    Breakout 2:

    11:30 AM - 12:40 PM

    Legal/Compliance Track - Sponsored by Ontario Systems

    It’s a Trap! New FDCPA and State Law Pitfalls for First Party That Will Surprise You.


    John Rossman, Moss & Barnett

    David Cherner, Moss & Barnett

    Chris Meier, The CMI Group


    Operations Strategy Track - Sponsored By Transunion

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


    Aaron Steinberg, insideARM


    Don Taylor, ACSI

    Kevin Harrison, Infutor

    Rob Fite, Telrock

    Operations Management Track - Sponsored by LiveVox

    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


    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



    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 - Sponsored by Ontario Systems

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


    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


    Eric Laundree, Elevate

    Chris Repholz, MRS BPO LLC


    Operations Management Track - Sponsored by LiveVox

    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


    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

    Best Call Centers to Work For - 2017 Winners Announced

    2:55 PM - 3:10 PM


    Thought Leadership Presentation

    3:10 PM - 3:20 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?


    3:20 PM - 4:20 PM


    Stephanie Eidelman, Moderator

    Jerry Williams, Sprint

    Tim Casey, Teleperformance

    Riley Pentecost, EGS Financial Care


    Creditor Only Session - Sponsored by Telrock

    4:20 PM - 5:15PM

    Best Practices Discussion


    6:00 PM - 7:30 PM

    WEDNESDAY June 7

    Breakfast & Networking

    7:15 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


    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 - Sponsored by Ontario Systems

    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


    Sulejman Dizdaveric, Discover Financial Services

    John Bedard, Bedard Law Group

    Katie Grzechnik 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

    Operations Management Track - Sponsored by LiveVox

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


    Sonia Kalra-Ali, CIBC

    Grace Yeh, Gatestone & Co.

    Bonus Track - Sponsored By LexisNexis Risk Solutions

    The Digital Consumer - Risk and Opportunities, exploring the change in consumer preference to the digital channels

    Paul DeSaulniers, Experian

    Dion Harrison, Elevate

    Breakout 2:

    10:40 AM - 11:50 AM

    Legal/Compliance Track - Sponsored by Ontario Systems

    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


    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?


    Bryan Albertson, Tech Lock Incorporated

    Michael Meyer, MRS BPO LLC

    Operations Management Track - Sponsored by LiveVox

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


    Nathan Swensen, SoFi

    Tamara Simone, DirecTV/AT&T


  • Speakers

    Bryan Albertson

    Chief Information Officer, Tech Lock Incorporated

    Rozanne Andersen

    VP & CCO, Ontario Systems

    Tim Bauer

    President, The iA Institute and insideARM

    John Bedard

    Attorney at Law, The Bedard Law Group

    Mike Bevel

    Director of Education, The iA Institute

    Bill Bowden

    Manager of Collections, Kabbage

    Tim Casey

    CEO, Teleperformance ARM Division

    David Cherner

    Attorney at Law, Moss & Barnett

    Tim Collins

    General Counsel and Chief Ethics & Compliance Officer, Convergent Resources

    John Craven

    Director, Cox Communications

    Paul DeSaulniers

    Senior Director, Experian Consumer Information Services

    Tracy Dudek

    VP of Operations, State Collection Service, Inc.

    Gary Eidelman

    Attorney at Law, Saul Ewing LLP

    Stephanie Eidelman

    CEO, The iA Institute & insideARM

    Jeff Ellis

    Director, Customer Experience Services, TXU Energy

    Rob Fite

    Vice President, Telrock Systems, Inc

    Kia D. Floyd

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

    Jacqueline Hair

    Senior Managing Counsel, Conifer Health Solutions

    Kevin Harrison

    Director of Client Engagement, Infutor

    Lee Hawkins

    Senior Vendor Manager, Trinity Health

    Stefanie Jackman

    Attorney at Law, Ballard Spahr

    Ben Johnson

    Risk Management Director, Cornerstone Support & Integrity First Insurance

    Sonia Kalra-Ali

    Director, Receivables Management Strategy, CIBC

    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

    Eric Laundree

    Collections Manager, Elevate Credit

    Mark Mallah

    General Counsel, LiveVox

    John McNamara

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

    Chris Meier

    General Counsel & Chief Compliance Officer, The CMI Group

    Michael Meyer


    Joann Needleman

    Attorney at Law, Clark Hill

    Katie Grzechnik Neill

    Lead In-House Counsel, ARS National Services Inc.

    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

    John Rossman

    Attorney at Law, Moss & Barnett

    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.

    Jerry Williams

    Director of Customer Care, Sprint

    Grace Yeh

    Director, Gatestone BPO

  • Event Sponsors

    Sponsorships for the 2017 First Party Summit are now sold out.

    To talk about next year, or other opportunities, call Aaron Steinberg at 240.499.3836

    Strategic Partner

    TransUnion - Operations Strategy Track Sponsor

    Strategic Partner

    Ontario Systems - Legal/Compliance Track Sponsor

    Strategic Partner

    LiveVox - Operations Management Track Sponsor

    Strategic Partner

    LexisNexis - Bonus Track Sponsor

    Conference Partner


    Conference Partner


    Conference Partner


    Conference Partner


    Opening Night Reception Sponsor


    Night Two Reception Sponsor

    Contact Relief

    Thought Leadership Presenter

    Noble Systems

    Thought Leadership Presenter


    Focus Group Sponsor


    Credit Grantor Roundtable Sponsor


    Lanyard Sponsor


    Keycard Sponsor


  • 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.



    "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.



    "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