• Change is happening



    It's about the quality of the conversation

    The iA Institute is a media company that specializes in providing context, insight, and practical information to the complex debt industry. With its long history as an innovator, the company has grown from its inception as publisher of a daily newsletter to one that influences the industry at the highest level. Our initiatives bring a range of stakeholders to the table in a candid environment to inform, to build a culture of compliance, to address industry challenges, and to make profitable connections.


    In addition to publishing insideARM.com, the iA Institute runs the Compliance Professionals Forum (a membership organization that provides context and practical support for day-to-day compliance challenges), and manages the Consumer Relations Consortium (an extremely active group of 30+ "larger market participants" who discuss evolving practices, and regularly engage with consumer advocates and regulators to affect industry rulemaking).

    The business of debt is complex

    Debt is prevalent within many industries, including healthcare, credit card, utility, telecom, student loan, and all levels of government, just to name a few. The recovery of debt is governed both federal and state law, with many regulators having rule making, supervisory, and enforcement authority. Laws are outdated, complex, and in some cases, in conflict with each other.


    The industry is not a popular one; whether justified or not, nobody wants to be on the receiving end of a debt collector's call. Yet the existence of the collection function is critical to the health of the nation's economic engine.

    Businesses need actionable insight

    Our websites, publications, conferences, and peer groups provide deep and actionable insight into the challenges of managing past due accounts and maintaining compliance on a daily basis.


    Publishing since 2000, insideARM.com has amassed the accounts receivable management (ARM) industry’s most engaged audience of executives within collection agencies and law firms, debt buyers, creditors, suppliers of technology and services, regulators, investors, and other interested parties.


    Our free e-newsletter, the ARM insider, is the industry’s “must-read” daily publication, providing news, trends, and perspective on compliance, regulation, executive changes, company news, and other critical topics.


    Because of our significant audience of engaged readers, insideARM.com provides the most credible platform for service providers to reach potential clients.



    The Compliance Professionals Forum (CPF) is a membership organization that allows you to compare your practices to your peers, and get practical advice for compliance "grey" areas.


    Wondering how others handle specific compliance issues? Our benchmark reports, peer groups, guides, and tools let you see where you stand.



    In 2017, Best Places to Work in Collections will become Best Call Centers to Work For. The program will celebrate excellence among call center work environments in care, collections, and outsourcing.


    Best Places to Work winners use their award as an important recruiting tool. Plus, winning sends a great message to clients and potential clients about the strength of your operations.


    What’s more, whether you win or not, you can get an incredible resource at an incredibly affordable price (although there’s no obligation) – a report that tells you exactly where you need to improve. You’d pay thousands to do this on your own.



    The Consumer Relations Consortium (CRC) is a group of more than 30 Larger Market Participants (LMP) in the debt collection industry who proactively engage with regulators and consumer advocacy groups to bridge the gap of understanding and expectations often present between consumers and collectors.


    The CRC was formed in 2013 by a group of industry executives who believed that a reasonable and knowledgeable voice was needed to address both issues and solutions in the collection industry. We firmly believed then, and even more so today, that communication – “relations” – is the key to respectful resolution of a consumer’s financial situation.




    It has become clear from rule making proposals from the CFPB, FCC and various state regulatory bodies that advancements in technology and creative solutions to old issues are going to be essential to the success of all industry organizations (whether creditor, agency, law firm, or debt buyer). In response, for 2017, The iA Institute is creating a formal Innovation Council.


    The Council will operate in conjunction with the Consumer Relations Consortium. All CRC members are automatically part of the group, which will also include selected technology and professional service organizations that bring the right level of participation, thought leadership, and innovative approach.




    Bringing stakeholders to the table for in-depth and candid conversation

    The First Party Summit is a round table event for creditors and agencies about the unique challenges of "first-party" work, including customer care, collections, and outsourcing. While the subject may have been addressed in a single session at prior industry conferences, this is the first event devoted exclusively to the issues for both sides in the First Party environment.


    The CFPB has sent signals throughout the past two years that First Party collection activity will be subject to CFPB rules and supervision. We are anticipating a First Party SBREFA hearing to be scheduled in the coming months. The Summit addresses the changing nature of creditor responsibilities, and the evolving relationship between clients and service providers.


    The third annual First Party Summit is moving in 2017 from October to the late spring. Date and location to be announced soon.



    The One-to-One Appointments Forum provides participants with a distinct change of pace from the traditional conference environment. How? By putting formal 45-minute meetings between potential buyers and sellers at the center of the event.


    At the inaugural Forum held in July 2016 insideARM matched 21 Credit Grantors with 15 Agencies based on mutual interest and suitability and established quiet, professional spaces for them to meet. What resulted was perhaps the most effective and useful two days any of these executives have ever spent outside of the office.


    Contracts are now being accepted on a first-come first-served basis for 2017.


    Read more about it


    insideARM & the Compliance Professionals Forum present an annual two-semester virtual conference series. Compliance, operations, and training professionals gather to learn from experts focusing on critical topics & industry pressures. ARM-U is a multi-part webinar series that takes place over the course of 4 days, and is designed as an online classroom-like setting.





    Director of Education

    Paul Brennan

    SVP Strategy

    Membership Director

    Kerry Murphy

    Client & Membership Coordinator

    Jeff Hearn

    Web Developer

    Mark Eidelman

    Vice President Special Projects

    Berta Alicia Bustamante

    Contributing Editor

    This could be you!

    Membership Coordinator

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    We are currently looking for a part time Membership Coordinator