Why ACA Annual Convention 2026 Remains Essential for Collection Agency Leaders

Tim Haag of State Collection Service, Inc., and Terry Merrell of First Financial Resources explain how the ACA annual convention networking helps attendees build valuable peer relationships, stay ahead of compliance trends in collections, discover digital collections best practices, and gain real-world operational insights.

Adam Parks (00:00)

Hello everybody, Adam Parks here with another episode of the Why We Go series talking about the debt collection and receivables related events around the United States happening each year. And today I get a chance to talk with Tim Haag and Terry Merrell from ACA International about the ACA International Annual Conference that's coming up here at the end of July in Orlando, Florida. So very excited to have you guys on here today.

Tim, starting with you, could you give everyone a little background on yourself and your relationship with ACA?

Tim H (00:33)

Sure. Thank you, Adam. Thanks for hosting us today. Tim Haag, President and CEO of State Collection Service, Past President, immediate past president of ACA International. So as we were prepping for this call, Terry was mentioning she's excited for this year's convention because she's got, she has not been asked to speak and she's got nothing assigned to her. And I said, yes, I can understand that. I feel really excited about being at convention this year because last year my schedule was just a little full.

So I'll be able to go back this year as a normal attendee and really enjoy it. Looking forward to seeing many of you guys out there. But, a little bit about State, yeah, 100 % healthcare. We've been ACA members since ACA started. We've been in business for 77 years, third generation family owned business. So ACA is extremely important and we love to benefit from ACA, but also over the years have given back to ACA. And that's part of the reason I served as our ACA president last year.

Adam Parks (01:29)

Excellent. And Terry, could you tell everyone a little about yourself and your relationship with ACA?

Terry Merrell (01:33)

Yeah, I am Terry Merrell. I'm the President of FFR. I've been working with FFR for about five and a half years. And my background is in high tech publishing. So when I started working with FFR, I was hired in to help bring the company up to date with technology, do a reorganization. And I knew nothing about collections.

So the first place I found was ACA. I went to their Annual Convention in 2021 and learned so much and met so many great people. I walked out of there with the decision for a new cloud-based platform, a new calling system with the dialer, and just relationships that I still have today. So ACA has been foundational for me in my education and it's why I continue to grow the number of people that go with me each year.

Adam Parks (02:32)

Excellent. And I think the conference is a great opportunity for us all to get together. Clearly, both of and I have benefited from the networking opportunities that happen by being together in person in those engagements. But one of the things that we talked about as we were planning for this discussion was about how each of you bring so many different people to the table for each one of these annual conventions. Talk to me a little about who's going with you and why.

Terry Merrell (03:02)

Well, initially it was me alone. And then I started bringing our VP of Operations, who does all of the work on the collections platform and manages the collection floor. And then I started bringing our VP of Client Services and most recently our VP of Sales Business Development. As the leadership team expanded, so did the number of people that came.

I think we all benefit from developing our own peer group there. We have our own focus of education. We have an opportunity as a team to spend some time together and bond over travel and the event in general. But we always come back with so much knowledge and feeling much more connected to the industry as a whole.

Adam Parks (03:54)

Now, Tim, you've taken a little bit of a different approach and you've found new ways to engage more folks across your organization. Talk a little about how you've been able to engage in a broader scope.

Tim H (03:54)

Yeah, I mean, very similar to Terry. I think, I mean, this is the number one education of the year, in my opinion. I mean, and from a networking standpoint, when I, when I send staff and historically over the years, we've always sent a number of staff. So to Terry's point, yeah, I mean, operations for sure. The training staff for sure compliance, obviously, they're CLEs, but also compliance in this industry. 

And then is extremely important technology, and especially over the last few years, so much new, new, more tech coming. So with that, IT side of things, know, IT people aren't typically ones that like to hang out at conferences. They're not like the social butterflies of the world. So sometimes that's helpful. A lot of times, you know, what I'll do is I'll ask them. I don't put pressure on people. If you don't want to go, I don't want you there because you're not going to benefit from it. But I want this to be treated as a reward.

And so Terry to your point, it is nice to build, you know, especially today in a remote world. We're still, we're a hundred percent remote for 99.5. And so we don't get to see each other day in and day out. So I think having that time, but the other thing is I actually will encourage my team. And sometimes I get frustrated when I see them just all at lunch at the same table. They're at dinner, they're doing their own thing. 

It's like, no, no, no. There's eight, 900, a thousand other people here. You get to talk to these people every day. There's so much knowledge in this room. Don't go and talk to your buddy. Go talk to somebody new. so that's that. And, and, uh, you know, our team has done really well with that. And so the other thing is when somebody comes to me with a problem and they don't have a solution, you know, the first thing I'll say is, well, Hey, what about so-and-so at, you know, ABC collections that you met last year at ACA? Why don't you call him or her and find out what they're doing about this?

Terry Merrell (05:29)

Yeah. Divide and conquer.

Tim H (05:50)

And, you know, when your staff only has the people to talk to, the network within the same walls, yes, that's great, but guess what? There's so much more out there. And I mean, we've been involved in a benchmark group for many years, and there's a lot of companies that do that. That's another advantage at ACA is all of our membership, we get together. 

So we always plan at least one dinner at convention where we all get together with spouses if they attend too, but then we also carve off about an hour or two and actually meet and have our actual benchmark meeting. So it's good. It's a fun way to energize and a good time midpoint of the year. at summer events, I've been going to these since I was a kid. And I remember it used to always be fun. I grew up with a lot of these people. Keith Morgan, he and I have been going to ACA since we were like seven, eight years old. I've known him that long.

Terry Merrell (06:44)

My goodness.

Tim H (06:45)

And so, but it was always in the summertime. So it was like a summer vacation for family. So that's, that's the other fun thing. Being in Orlando, obviously bring your kids, bring family, take a day, spend a day, you know, an extra day or two after convention or before convention, tack on some fun. It is summertime and bring out the kid in yourself.

Adam Parks (07:03)

I love that. So education is another one of the big things that I think people are going to the ACA convention for. I'm doing a session on data and what we've learned from the industry surveys over the last year, specifically from a collection agency standpoint. Is there anything else that attendees should really be keeping an eye out for as they plan their education attendance?

Terry Merrell (07:28)

I think one of the things that ⁓ we've focused on as a company, and I noticed that it's covered in the conference program, is digital collections way above and beyond phone calls and strategies around that. How and when do you utilize email versus texting versus chat and AI really hearing the practical applications and the results that people are achieving today. 

For us, it's been monumental, major game changer for us to start utilizing texting and email with a strategy. And it has really made a difference in our business. So I think that that would be a topic that is gonna be threaded through the conference, I'm sure.

⁓ And as always, compliance. There's always something with compliance that you're gonna wanna sit in on a session and try and see what's coming down the pike. What are we gonna be hit with next year or what could we be hit with next year? So those would be the two things I would say could be very beneficial to anybody who attended.

Adam Parks (08:36)

And advocacy is that next big piece of the ACA organization that I think all the members are so proud of. I know, Tim, you've got an ACCPAC event at the annual convention this year. What's going on for ACCPAC this year?

Tim H (08:50)

We do, and it should be quite entertaining. As we all know, Orlando is a very difficult destination to go to and pick an event because there's so much to do in Orlando. But we were trying to think, what can we do that everybody, what's kind of hot, what's a new thing that's out there that maybe some people do on a regular basis, maybe people have heard of it and never tried, why not do it? So we have rented out a pickleball facility.

And we'll be having pickleball teams. My understanding is there might be a little friendly competition and vendors might be building some of their own teams. It could be some awards, some different awards, maybe some, if anybody was at fall forum a few years ago, we did a ping pong tournament and Roger Weiss and our future president, Jeff DiMatteo showed up in their Adidas jumpsuits and headbands and wristbands. so we're looking forward to having a lot of fun out there. And then obviously ⁓ raising some money for the pack. 

You did say, Adam, and I appreciate you calling out ACA really as the leader of advocacy for the industry. And that is something as an ACA member, I'm very proud of as a past president. I'm very proud of that. And you all as members, and even if you're listening to this and you're not a member, this is a great reason to become a member of ACA.

We're going to be on the hill here next week. We'll have a number of people coming out there for that and those relationships continue to come.

Adam Parks (10:15)

Spoken like a true past president. No, look, I'm. I look, I'm very much looking forward to the annual conference. It's nice for me to get a chance to drive to one that's local, you know, being nice and close to Orlando, but very excited. There's so much so many good things happening at the conference this year, from an education from a networking standpoint is always such a strong point the ACCPAC event.

Some of these educational pieces that Terry was talking about, I think it's a very exciting time to be participating in that conference. So for those of you that have additional questions you'd like to ask about the ACA annual convention and expo, you can leave those in the comments on LinkedIn and YouTube, and we'll be responding to those. Or if you have additional things that you'd like to see us discuss as a group, you can leave those in the comments below as well. 

And hopefully I can get them back at least one more time to help me continue to create great content for a great industry. But until next time,

Terry, Tim, thank you so much for your insights. I really appreciate your time today.

Terry Merrell (11:10)

Thank you.

Tim H (11:10)

Thank you.

Adam Parks (11:11)

And thank you everybody for watching. We appreciate your time and attention. We'll see you all again soon. Bye everyone.

 

Why ACA Annual Convention Networking Matters More Than Ever

If there’s one thing we’ve learned after years of attending receivables industry events, it’s this: the conversations happening in hallways and over coffee often become just as valuable as the formal sessions themselves. That’s exactly why ACA annual convention networking continues to matter for collection agencies trying to navigate compliance changes, digital transformation, and operational pressure.

In this episode of the Why We Go series, Adam Parks sat down with Tim Haag of State Collection Service, Inc., and Terry Merrell of First Financial Resources to talk about why ACA International’s Annual Convention remains one of the most important collections industry education events of the year.

The discussion wasn’t just about attending another conference. It was about building relationships that help agencies solve real operational problems. It was about learning compliance trends in collections before they become urgent. And it was about understanding how digital collections' best practices are reshaping communication strategies across the industry.

What stood out the most was how both guests described the conference as an investment in people, not just information. Tim discussed using the event to expand employee peer networks. Terry explained how attending ACA events directly influenced major technology decisions at her company, including cloud-based collections systems and modern communication tools.

That’s an important distinction because the receivables industry is evolving quickly. Agencies are balancing staffing challenges, remote operations, consumer communication preferences, and growing compliance expectations all at once. The organizations that stay connected to industry peers are often the ones that adapt the fastest.

That’s one of the biggest benefits of conferences like the ACA Annual Convention. They create an environment where collection professionals can openly compare strategies, benchmark operations, and discuss what’s actually working in the field.

ACA Annual Convention Networking Creates Real Operational Value

“There's so much knowledge in this room. Don't go and talk to your buddy. Go talk to somebody new.” — Tim Haag

One of the strongest themes throughout the episode was the value of receivables industry peer networking. Tim Haag emphasized that conferences are not just educational opportunities; they are relationship accelerators.

Reflection

Collection agencies often operate in silos. Teams focus internally on compliance, operations, client retention, and staffing. But conferences expose leaders to broader perspectives.

  • Networking creates faster problem-solving opportunities
  • Benchmarking conversations improve operational visibility
  • Peer relationships become long-term strategic resources
  • Industry events help remote teams reconnect in person
  • Leadership development happens naturally through conversation

Tim’s point about encouraging employees to network outside their own teams really resonated. Too often, agencies send groups to conferences only for them to spend most of their time together. The real value comes from meeting professionals outside your existing circle.

The agencies building the strongest peer networks today will likely adapt faster tomorrow.

Digital Collections Best Practices Are Driving Industry Change

“For us, it's been monumental, a major game changer for us to start utilizing texting and email with a strategy.” — Terry Merrell

Terry Merrell brought a practical operational perspective to the conversation by discussing digital collections' best practices and the evolution of communication strategies.

Her comments reflect a larger shift happening throughout receivables management. Agencies are increasingly moving toward omnichannel engagement strategies that combine phone calls, email, text messaging, and AI-supported communication.

Reflection

What makes Terry’s perspective valuable is that she entered the collections industry from a technology background. That allowed her to evaluate operations differently.

Today’s agencies are asking questions like:

  • When should we text versus email?
  • How do consumers respond to digital outreach?
  • What communication strategies improve engagement?
  • How does AI support agent productivity?

The industry is no longer simply discussing digital communication as a future trend. It’s now a competitive necessity.

And importantly, ACA International events are becoming one of the primary places where these modernization conversations happen in real time.

Compliance Trends in Collections Continue to Shape Education Priorities

“There's always something with compliance that you're gonna wanna sit in on a session and try and see what's coming down the pike.” — Terry Merrell

Compliance updates for collection agencies remain one of the biggest reasons professionals attend ACA conventions.

Reflection

The regulatory environment surrounding collections continues to evolve rapidly. Agencies need ongoing education not only to stay compliant, but also to proactively prepare for future operational changes.

ACA conventions create a centralized environment where agencies can:

  • Learn emerging compliance trends
  • Discuss interpretation challenges
  • Compare operational responses
  • Hear from legal and compliance experts
  • Understand how peers are adapting

That kind of collaborative education becomes increasingly important as consumer communication rules continue changing across channels like texting, email, and AI-assisted interactions.

Practical Conference Strategies for Receivables Industry Leaders 

  • Encourage employees to build peer networks outside your organization
  • Attend compliance sessions before regulations become operational problems
  • Use conferences to benchmark technology decisions
  • Evaluate texting and email strategies for consumer engagement
  • Build relationships with operational leaders facing similar challenges
  • Treat conference attendance as leadership development
  • Create post-conference action plans with your team
  • Stay engaged with advocacy initiatives impacting collections

Industry Trends: ACA Annual Convention Networking

The collections industry is entering a period where networking and education are becoming strategic advantages instead of optional activities.

As agencies continue adopting remote work environments, industry conferences provide one of the few opportunities for meaningful face-to-face collaboration. At the same time, digital collections transformation is accelerating rapidly, forcing organizations to rethink communication strategy, compliance training, and operational benchmarking.

ACA International remains uniquely positioned because it combines advocacy for the debt collection industry with operational education and peer networking opportunities. That combination is becoming increasingly valuable as agencies navigate compliance complexity and technology modernization simultaneously.

Key Moments from This Episode

00:00 – Introduction to Tim Haag, Terry Merrell, and ACA International
01:33 – Terry Merrell discusses discovering ACA and industry education
03:02 – The value of receivables industry peer networking
07:03 – Combining conference education with family experiences
07:28 – Digital collections best practices and communication trends
08:36 – Advocacy for debt collection industry and ACCPAC initiatives
11:11 – Closing thoughts and key takeaways

FAQs on ACA Annual Convention Networking

Q1: Why is the ACA annual convention networking important?

A: ACA annual convention networking helps collection agencies build peer relationships, benchmark operations, and stay informed about compliance trends in collections.

Q2: What digital collections best practices were discussed?

A: The episode highlighted texting strategies, email communication, AI-supported outreach, and omnichannel consumer engagement approaches.

Q3: Why do agencies send multiple employees to conferences?

A: Organizations benefit when operations, compliance, IT, and leadership teams each develop their own industry peer networks and educational focus areas.

Q4: How does ACA support compliance education?

A: ACA International provides compliance-focused educational sessions, advocacy updates, and industry collaboration opportunities throughout its events.

About Company

State Collection Service, Inc.

State Collection Service, Inc. is a third-generation, family-owned healthcare collections company focused on delivering patient-friendly receivables management solutions. The company has been active within ACA International for decades and is recognized for its leadership in healthcare collections and industry advocacy.

First Financial Resources

First Financial Resources provides receivables management and collections services with a strong emphasis on modernization, digital transformation, and operational efficiency. Under Terry Merrell’s leadership, FFR has embraced cloud-based technology and omnichannel communication strategies to improve collections outcomes.

About Guest

Tim Haag

Tim Haag is the CEO of State Collection Service, Inc. and the immediate past president of ACA International. He is widely recognized for his leadership in advocacy for the debt collection industry, healthcare collections expertise, and commitment to professional development across the receivables industry.

Terry Merrell

Terry Merrell is the President of First Financial Resources and brings a unique technology and publishing background into the collections space. She actively promotes collections industry education, digital modernization, and leadership development within ACA International.