ACA International Launches Task Force to Address Debt Collection Industry Reputation
ACA International leaders have launched a Reputation Management Task Force aimed at giving accounts receivable management companies new tools to address misinformation, improve public understanding of debt collection and strengthen the industry’s visibility in AI-powered search platforms.
The initiative is being led by ACA President Jeff DiMatteo and Treasurer John Bedard, who chairs the task force. It launched in June and meets monthly, according to ACA.
Task Force Targets Misinformation and AI Search
The task force plans to develop practical resources that collection companies can use to communicate their role in helping consumers resolve accounts and supporting the broader credit ecosystem.
Among its priorities is a Member Media Toolkit designed to improve local reputation management. ACA also plans to establish a hub for collecting vetted consumer resolution stories and examples of members’ community involvement.
Another focus is misinformation circulating through social media. The group plans to develop rapid-response protocols for inaccurate or misleading debt collection content appearing on platforms such as TikTok and YouTube.
The initiative also reflects the growing importance of AI-generated search results. ACA said the task force will examine generative engine optimization and related strategies intended to improve how information about the collection industry appears in AI search and chatbot responses.
Other planned efforts include assembling industry statistics and educational resources, encouraging member reviews and community engagement, and seeking outside perspectives from creditors, academics and other stakeholders.
Bedard said the effort is intended to bring public perceptions of debt collectors more closely in line with what he described as the increasing professionalization of the industry.
