Recovery Management Network (RMN) is a unique networking organization strictly for creditors, providing collection and recovery professionals with the peer contact, resources and information they need to succeed in their jobs. At RMN, we understand that collection and recovery professionals need to make the most of their time. For that reason, we strive to give members the most vital information and resources they need to effectively and successfully maximize results while minimizing risk. Our membership includes many of the major creditors in the United States and Canada. Membership is limited to creditors only, primarily through member referrals. If you are not a member and would like to join, please go to and complete the membership form.

Time Event
Wednesday - May 10, 2017
7:30 a.m. - 8:00 a.m. Member Breakfast
8:00 a.m. - 9:00 a.m. CFPB Focus Group
John McNamaraConsumer Financial Protection Bureau
9:00 a.m. - 9:40 a.m. Introduction of Members and Identification of Hot Topics
9:40 a.m. - 10:00 a.m. Call Monitoring - Sampling, Scoring and Coaching
LaDonna JantzenSCANA Corporation
10:00 a.m. - 10:15 a.m. Quick Break
10:15 a.m. - 11:00 a.m. Best Practices and Hot Topics Group Discussion
11:00 a.m. - 11:30 a.m. Compliance, Work Effort and Financial Auditing
Dustin ReddenHancock Bank
11:30 a.m. - 12:00 p.m. Performance Management - Scorecards and Market Share
Nate KarlickT-Mobile
12:00 p.m. - 12:45 p.m. Member Networking Lunch
12:45 p.m. - 1:45 p.m. Open Discussion
1:45 p.m. - 2:10 p.m. Financial Strength of Third Parties
Judy HammondResource Management Services, Inc.
2:10 p.m. - 2:30 p.m. Brainstorm 2017 Teleconferences and Future Topics
Moderator Topic and Biography

Debbie Venderley
Hyundai Capital America


Biography: Debbie Venderley's 25+ year career in banking and collections has spanned both mortgage and auto finance with leadership roles at Bank of America, New Century Mortgage, Triad Financial, and currently Hyundai Capital America. Recently appointed to lead the Compliance Letter department and continues to manage the vendor daily operations and performance, Debbie has managed Bankruptcy & Recovery departments, 3rd party oversight, and vendor management for a network of over 100 Collection, Recovery, attorney and Remarketing vendors.

Speaker Topic and Biography

Judy Hammond
Resource Management Services, Inc.

Topic: Financial Strength of Third Parties

Biography: Judy Hammond is founder of two corporations, Resource Management Services, Inc., founded in May 1986, and The Debt Marketplace, Inc., founded in 1994. Both corporations specialize in consulting and serving the collection and recovery industry.

As President of Resource Management Services, Inc. , she has more than 25 years of experience with an emphasis on operational reviews for compliance and operational effectiveness of collection operations, both for creditors' internal collection and recovery operations as well as collection agencies and attorneys.

She has worked generally with the top banks/financial institutions, utilities and telcoms, (and their vendors) and has conducted Best Practices projects through Visa, USA.
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LaDonna Jantzen
SCANA Corporation

Topic: Call Monitoring - Sampling, Scoring and Coaching

Biography: Innovative thinking, a keen insight and over 25 years experience in the business industry provide LaDonna Jantzen with the in depth knowledge and essential tools needed to develop sound business strategies that can deliver optimum results. Her experience includes 13 years in the utility industry and current responsibilities for management of the collection agency vendor and attorney pool for SCANA Corporation. SCANA Corporation is an energy-based holding company whose businesses include regulated electric and natural gas utility operations that serve approximately 668,000 electric customers in South Carolina and more than 1.2 million natural gas customers in South Carolina, North Carolina and Georgia.

Nate Karlick

Topic: Performance Management - Scorecards and Market Share

Biography: Nate is a Director in Financial Operations for T-Mobile. His current duties include leading the Outside Collections team, which is responsible for the management of all third party collection efforts for the company. He graduated from Western Washington University with a degree in Business and began a career in Banking. He started in credit card collections and transitioned into leadership positions in other areas of consumer collections including auto financing, small loans and second mortgages. His career moved to financial related leadership positions in both banking and technology companies. Nate transitioned into the wireless sector in 2004 and has held various financial leadership roles, including leading a commercial credit and collection team. He began managing the Outside Collections team in 2011.

John McNamara
Consumer Financial Protection Bureau

Topic: CFPB Focus Group

Biography: John McNamara is the Assistant Director, Consumer Lending, Reporting, and Collections Markets Division of Research, Markets & Regulations for the Consumer Financial Protection Bureau. He serves as a subject matter expert on debt collection practices and as a liaison between the CFPB and both the collection industry and consumer advocates.

Prior to joining the CFPB, John was Chief Marketing Officer for LiveVox and director/co-founder of Fidelis Recovery Solutions, Inc. He is a 31-year accounts receivable management (ARM) and call/contact center veteran, experienced in all phases of collections, recovery and call center operations with deep focus on technology, process improvement and compliance management systems. Before joining LiveVox, John was COO for Asset Management Outsourcing, Inc., SVP of Banking and Retail Operations for First Data Corporation’s ARM unit, Nationwide Credit/ACB, and VP of Operations for United Recovery Systems, LP.

John is a frequent speaker/panelist/consultant and author, addressing key issues and trends in the collection industry. In 2012, John chaired both the National Collections and Credit Risk conference and the Financial Services Collections and Credit Risk symposium. In 2011 John was named an ACA International Scholar and Fellow. He also is the 2009 winner of the ACA Kurt Swersky award for leadership. In 2007, John was appointed Vice President and Board Member of the Georgia Collectors Association. John was named to Collection Advisor magazine's list of the Top 50 Most Influential Collection Professionals for 2006.

John has served as Chairman of the ACA Affiliate Committee, and member of the Debt Buyers Association Education Committee. John also served on both the Technology and Compliance Committees for TRMA.

John is a summa cum laude graduate of Kennesaw State University with a Bachelor of Business Administration degree in Finance. In 2014, John received his MBA from Kennesaw State University, where he was named a University Scholar.

Dustin Redden
Hancock Bank

Topic: Compliance, Work Effort and Financial Auditing

Biography: Dustin Redden has over 17 years of collections and recovery experience in the banking and legal segments of the industry. During his career, he has managed collectors in both pre and post charge-off products, implemented multiple collection systems, and setup external vendor processes. Dustin spent 6 years with a regional law firm implementing new client and regulatory requirements while ensuring performance goals were still met. Dustin currently has oversight of all Consumer and Small Business collection and recovery processes for Hancock Bank including loans, credit cards, mortgages, and overdraft products. He is a past president of the Recovery Management Network.

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