Managing the Collection FloorMaking of a successful debt collector
ACA International, the Association of Credit and Collection Professionals, is rolling out three new collection certifications in 2018. Two of the certifications, Professional Collection Management and Collection Industry Professional, are detailed on the organization’s Education & Training page while the educational phase of Credit and Collection Compliance Attorney certification will debut at the ACA International 2018 Spring Forum & Expo in March.
This blog reviewed ACA International certifications in March 2017 (“Certified Compliance Training in Debt Collections”) when there were only five programs. The three additions bring the total to eight separate collection certifications.
Professional Collection Management
According to ACA International, the Professional Collection Management (PCM) designation recognizes individuals who are responsible for managing collectors on the collection floor. Staff members pursuing this designation must first hold the Professional Collection Specialist certificate.
The PCM program should make positive impact on an industry that is extremely dependent upon highly qualified individuals managing day-to-day call center operations. Certification entails required coursework, testing and renewal.
Required Courses
Managing the Collection Floor- Effective Performance Management
- Building High Performing Teams
- Exceptional Leadership
- Successful Hiring Strategies
- Introduction to Collection Industry Compliance
After fulfilling the above classes, candidates must successfully pass the PCM Exam. Finally, individuals must renew their collection certifications every three years. “The renewal requirements include the completion of an advanced FDCPA issues course and the earning of 4.5 PDUs in the three-year period after the designation is obtained.”
Collection Industry Professional
Next, the Collection Industry Professional (CIP) designation is appropriate for individuals participating in management positions at any level of an organization. They must also hold Professional Collection Specialist certification, and fulfill the required coursework, testing and renewal.
Required Courses
- Effective Performance Management
- Building High Performing Teams
- Exceptional Leadership
- Successful Hiring Strategies
- Introduction to Collection Industry Compliance
Certification is earned after successfully passing the CIP Exam while the renewal requirements are the same as the Professional Collection Management designation.
Credit and Collection Compliance Attorney
Training for Credit and Collection Compliance Attorney certification will be launched at the ACA International 2018 Spring Forum & Expo, March 14 – 16 at the M Resort Spa and Casino in Las Vegas. The announcement was made February 2 by two administrative groups within ACA International: the board of directors and the Members’ Attorney Program (MAP) Committee. Licensed attorneys at member companies and firms may join MAP.
The two-day educational program leading to Credit and Collection Compliance Attorney certification covers five bodies of knowledge and will be offered in an interactive format.
ACA International recommends that “attorneys with a foundation in the various consumer financial protection laws (CFPL) should participate in this CCCA program. The program provides a unique opportunity to look at how CFPLs come together functionally and participants will explore strategies for building compliance programs around the CFPLs.”
The five bodies of knowledge highlighted in this program include:
- Applying consumer financial protection laws in credit and collections activities
- Building guidelines to assure the right amount is collected from the right customer
- Identifying and embracing consumer preferences
- Developing rubrics for excellence in consumer relations calls and prioritizing one-call resolution
- Implementing controls to minimize the risk of improper third-party disclosure while properly handling authorized customer representatives’ requests
- Early warning systems related to disputes, complaints and inquiries
- Identifying and preserving evidence of collection activities by agencies and clients
- Strategies for balancing the convenience and risk of new and emerging technologies
- Updating vendor management programs
- Identifying sources of UDAAPs while assessing call strategies, work strategies, compensation programs and more
- Developing meaningful training programs based upon a keen understanding of role based and practical options
Compliance officers are also welcome to attend the Credit and Collection Compliance Attorney Credentialing Program to earn six Professional Development Units which can be applied to renew Credit and Collections 
Compliance Officer (CCCO) designation.
ACA International has applied for Continuing Legal Education (CLE) credits, and believes the CCCA program will receive approximately six credit hours, including 1.5 credit hours for ethics. During the interim, attendees may secure CLE credit on an individualized basis by submitting information regarding their participation at CCCA training to their state CLE board. This information will be revised as credit approvals are received.
Other Collection Certifications
Optio Solutions employs several individuals with CCCO certification (the legal team and a handful of managers) as well as several collectors who have taken part of the required coursework.
The agency also has certification in SSAE 16 SOC I Type II audited financial reporting and Professional Practices Management System by ACA International (less than 2 percent of organizations worldwide have garnered this distinction).
Firms looking for a debt collection agency that stands behind collection certifications are invited to contact us today to learn more about Optio’s unique offering of favorable ROI, brand protection and customer retention.
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