RMN Tie-In Meeting Moderator:
John LossieSVP Retail Recovery Operations, BBVA Compass Bank
John currently manages recovery operations for BBVA Compass Retail Bank. In his current role he overseas the internal and external recovery effort, including management of the litigation effort and debt sales. He also overseas technology administration for the area. Having begun his career as a collector, John has held various positions in the banking and finance industry over his 24 years experience. Prior to his current role, he worked with collections to develop quality scorecards and training. Before BBVA Compass, John was a regional operations manager in the indirect lending space.
Wednesday - May 11, 2011
8:00 AM - 8:30 AM Breakfast
8:30 AM - 8:45 AM Welcome and Introduction of Members
8:45 AM - 9:30 AM Speed Presentations – "Break Thru" Ideas
This is a member participation session where members present a break-thru, or favorite idea from their operation, something they have implemented, or plan to. Topics should last 3 – 5 minutes, with questions.
9:30 AM - 10:00 AM Vendor Expectations
Brian Donahue, BBVA Compass Bank
Includes expectations for work standards (but just briefly, cause really covered more in Kim's), data security requirements, data retrieval, destroying closed account documentation/recordings/payment documents and any other requirements /expectation of vendors.
10:00 AM - 10:20 AM Break
10:20 AM - 11:00 AM Scorecards
Chris Bennett - BMW Bank of North America
BMW Bank has recently implemented a flexible scorecard that allows the bank to more closely monitor and compare agency performance. This can be adapted to any portfolio or credit grantor's needs to help determine when an agency's performance is really declining and even to recommend remedial actions such as changing an agency's share of the portfolio and when to change to a new agency. Most importantly, it can be used to strengthen the partnership between credit grantor and collection agency so there are no crossed signals between them and results can improve significantly.
11:00 AM - 11:30 AM When Vendors Don't Meet Expectations
Kim Krishnaswamy - T-Mobile USA, Inc.
This session looks at what to do when the promises of the sales department don't seem to come to fruition with operations. Handling agencies that aren't performing, when to use probation, when to reduce market share, when reducing market share doesn't help, and finally when termination is necessary. What to do when you're not the priority client.
11:30 AM - 12:15 PM Audit Horror Stories
Bev Evancic, Resource Management Services, Inc.
We'll recall some of the worst audit examples in 2010 – 2011. And find out more about how the economy and the changing world has changed the work effort and its effect on agency performance. This session includes a review of things we've seen and areas to address with your agencies.
12:15 PM - 12:45 PM Networking Lunch with Members
12:45 PM - 1:15 PM Nuances for Pre-Charge-Off Placements & In House Recovery Collections
Jason Garrison - First Niagara Bank
Collect before you place! Learn how to design and implement a successful recovery and collection operation prior to vendor usage.
1:15 PM - 1:30 PM New Cases/Regulations to Watch Out For
A quick review of what's coming up that might cause us concern.
1:30 PM - 2:00 PM Open Discussion – Members Choice
Bring your hot item you want to be sure gets answered before you leave this event. This time is non-structured to allow those type of concepts that might not fit the agenda. Whether it's contracting, selecting, choosing, attorney use or whatever, now is your chance to identify a concept you'd like to discuss further. If we run out of time, we'll identify those with similar interests, or, pick up the topics at a future RMN call.

Speakers are currently in process as topics are being finalized.

Speaker Topic and Biography
Chris Bennett
BMW Bank of North America

Session: Scorecards

About Chris Bennett:
Chris Bennett is currently responsible for both credit underwriting and collections for all credit card accounts at BMW Bank of North America. He joined BMW in 2004. Prior to that, he had over 20 years of retail credit card experience covering all aspects of credit and collections. He developed training and incentive programs for new and experience collectors and built a legal collections department for a major regional department store. He has both Bachelor's and Master's Degrees in Business Administration and has taught Consumer Financial Education courses.

Brian Donahue
BBVA Compass Bank

Session: Vendor Expectations

About Brian Donahue:
Brian Donahue has just recently joined BBVA Compass Bank in April of 2011 as the Quality Analyst with Internal Collections and Recovery.

Prior to joining BBVA, Brian held the position of AVP in Procurement/Outsourcing for Regions Bank from July of 2010 to April of 2011. His responsibilities with Regions Bank have included contract negotiations, collections, training and coaching Associates, auditing external vendors (including Collection Agencies, Attorneys, Auctions, and Repossession Agents), representing AmSouth and Regions in litigation/court cases, participating in Recovery Managers Forum (member of executive committee), interaction with Procurement/Risk Management and Tech Governance when adding external vendors, and the management of Agency relationships.
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Bev Evancic
Resource Management Services, Inc.

Session: Audit Horror Stores

About Bev Evancic:
Bev Evancic has almost 20 years experience in collection and recovery. She has managed all phases of collection and recovery operations, including automated dialer units, bankruptcy and legal units, skip tracing units, internal collections, outside collection agency networks, and Consumer Credit Counseling.

As a Consultant for Resource Management Services, Inc., Bev has spearheaded collection and recovery best practices reviews for many top credit grantors. Her articles on dialer operations, agency management and bankruptcy best practices have been widely publicized.
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Jason Garrison
First Niagara Bank

Session: Nuances for Pre-Charge-Off Placements & In House Recovery Collections

About Jason Garrison:
Jason currently heads up Overdraft Checking and Charged off Loans, for Collections and Recovery for First Niagara Bank. Prior to joining First Niagara Bank, Jason held several positions in the collections world with Bank of America, Fleet Bank, Equifax risk Management, Great Lakes with over 12 years of experience.

Jason began his career at First Niagara Bank as a Collector on the open end side of business. Jason was promoted to Recovery and Overdraft Manager which managed the collection agency relationships for Negative Checking and Loan products. He is responsible for the internal collection efforts on the Negative Checking accounts as well as internal loan charge off recovery. In addition Jason is an active volunteer at the Mash Bash in Buffalo to support the Red Cross as well as Brush up Buffalo.

Kim Krishnaswamy
T-Mobile USA, Inc.

Session: When Vendors Don't Meet Expectations

About Kim Krishnaswamy:
Kim Krishnaswamy (formerly Kim Kleven) graduated from Washington State University with a degree in Elementary Education. After college Kim went to work at AT&T Wireless as a Business Analyst within the IT department. In 2006, she joined T-Mobile as an analyst on the agency operations team. Kim is currently working as the Agency Operations Manager and is responsible for the management of T-Mobile's outside collection agencies.

Contact Information:
Resource Management Services, Inc.
10440 Pioneer Blvd., Suite 2
Santa Fe Springs, CA 90670
Phone: (562) 906-1101
Fax: (562) 906-1212
Collection and Recovery SolutionsSM 2011 is a service mark of Resource Management Services, Inc.