Time Event
Monday - May 8, 2017
8:30 a.m. - 5:00 p.m. Pre-Conference - Third Party Vendor Auditing - 2-Day Workshop - Day 1 (Separate Registration Fee Applies)
Ken EvancicResource Management Services, Inc.
Bev EvancicResource Management Services, Inc.
For compliance officers, vendor managers or collection agency auditors, learn strategy and practical tips for auditing collection activities, whether at your own shop or at one of your vendor's operations. Learn to incorporate compliance, consumer protection and effectiveness into your audit, as you develop, enhance or update your audit strategies, policies and procedures to meet regulations.
Tuesday - May 9, 2017
8:00 a.m. - 4:00 p.m. Pre-Conference - Third Party Vendor Auditing - 2-Day Workshop - Day 2 (Separate Registration Fee Applies)
Ken EvancicResource Management Services, Inc.
Bev EvancicResource Management Services, Inc.
For compliance officers, vendor managers or collection agency auditors, learn strategy and practical tips for auditing collection activities, whether at your own shop or at one of your vendor's operations. Learn to incorporate compliance, consumer protection and effectiveness into your audit, as you develop, enhance or update your audit strategies, policies and procedures to meet regulations.
3:00 p.m. - 7:00 p.m. Early Registration
Wednesday - May 10, 2017
7:00 a.m. - 7:30 p.m. Registration
8:00 a.m. - 4:30 p.m. Exhibitor Set-up
7:30 a.m. - 2:30 p.m. Recovery Management Network Sessions (RMN) - (Members Only)
Moderator: Debbie VenderleyHyundai Capital America
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 http://resourcemanagement.com/networking.html and complete the membership form.
1:30 p.m. - 3:30 p.m. Poolside Networking Event - Sponsored by: VeriFacts, Inc.
New location for the Poolside Networking Event is right at the beautiful Four Seasons Pool Cabanas. Pool attire recommended. Wear your trendy bathing suit, cute cover-up, sunglasses, and flip-flops. Shorts are stylish too. No ties or slacks needed poolside. This is a casual event.
3:30 p.m. - 4:45 p.m. Credit Union Peer Group - Discussion of Critical Issues
Moderator: Melissa BenitezFirst Flight Federal Credit Union
Join your Credit Union collection peers and colleagues to discuss critical issues and concerns that affect the operations and success of today’s Credit Unions. This newly formed working group is a division of the Recovery Management Network. Membership is open to creditors, no vendors.
5:00 p.m. - 5:30 p.m. First Timer Orientation
Join other first-timers to meet and network, and learn ideas to maximize your conference experience.
5:30 p.m. - 7:30 p.m. Opening Reception and Exhibits- Sponsored by: DRN
Thursday - May 11, 2017
7:00 a.m. - 7:00 p.m. Registration
8:00 a.m. - 9:00 a.m. Continental Breakfast - Exhibit Hall
8:45 a.m. - 9:00 a.m. Opening Remarks
Judy HammondResource Management Services, Inc.
9:00 a.m. - 10:00 a.m. Keynote Session
Leadership and Performance at Mach 2
Anthony "A.B." BourkeRenowned Entrepreneur, and CEO of Mach 2 Consulting
All great leaders have a system for driving peak performance. Veteran airman and business speaker Bourke offers your leaders the straightforward, critical tools that U.S. fighter pilots employ to lead their wingmen into the demanding environment of aerial combat. Learn how the best fighter squadrons and the best businesses in the world hire future leaders, how they train those individuals, and how they promote a process of continuous improvement to stay one step ahead of the competition.
10:00 a.m. - 10:30 a.m. Morning Break and Networking - Exhibit Hall
10:30 a.m. - 11:15 a.m. The CFPB - What's Happening and What to Expect
John McNamaraConsumer Financial Protection Bureau
What’s New at The Consumer Financial Protection Bureau (CFPB) affects every one of us in our Collection and Recovery roles in this industry. Keeping up-to-date is paramount to our success. John McNamara will provide his insight on what is happening at the CFPB and What to Expect in the future. John McNamara is Assistant Director, Consumer Lending, Reporting, and Collections Markets, Debt Collections Program Manager, Division of Research, Markets & Regulations at the Consumer Financial Protection Bureau.
11:15 a.m. - 12:00 p.m. Washington Legislative Update
Bob BelairArnall Golden Gregory LLP
Joe RubinArnall Golden Gregory LLP
Keeping up-to-date with Washington, and the legislative changes that affect our world can be a complex, and often difficult task. This panel will address legislative concerns and changes as well as what's new in Washington.
12:00 p.m. - 1:00 p.m. Networking Lunch in Acacia Ballroom
1:00 p.m. - 1:30 p.m. Networking "Make Your Own Sundaes" in Exhibit Hall
1:30 p.m. - 2:30 p.m. General Session - Operational Panels
First Party Collections - Internal and Vendor
LaDonna Jantzen, SCANA
Josh Seuberling, WayBeyond Rewards
Ray Wagner, BBVA Compass
The world of first party collections can involve many strategic decisions and directions. Staffing, analytics and tools all play a role in the decisions affecting how, what, when, where, and who. How accounts are segmented, whether accounts are dialed in a blended environment, how often, and by collectors with what skill levels can all be part of the puzzle of maximizing resources and return. Hiring right and training as well as incentives and performance metrics compete for resources. Using first party vendors can also impact results, and how you use them, (your systems or theirs among other issues), can have a great impact as well. Hear thoughts, ideas and strategies from three different credit grantors experienced in this area.
Third Party Strategies and Vendor Management
Josh Seuberling, WayBeyond Rewards
Kevin Smith, Dell Financial Services
Doug St. Peters, Navient, Inc.
Managing vendors during these economical times can be a daunting task. This panel discusses managing agency performance, appropriate oversight, market share allocations, trends and techniques. How can you improve the performance of your collection and recovery vendors while insuring compliance with all regulations? Hear discussion about oversight strategies, operational structures, and tools that can be applied to strengthen this crucial business partnership.
2:30 p.m. - 3:00 p.m. A Conversation on Legal: Can You and Should You Enforce Your Judgment?
Manny Newburger, Barron & Newburger, P.C.
Brian Winn, Winn Law Group
Identifying and minimizing risk is a key component of every collection and recovery manager’s responsibilities. This session discusses suing people in order to collect, getting judgments, and enforcing judgments legally and compliantly. Hear Ideas to answer “Can You Collect?” As well as hear ideas about “Should You Collect?”
3:00 p.m. - 3:30 p.m. Afternoon Break and Networking - Exhibit Hall
3:30 p.m. - 5:00 p.m. Concurrent Session: Auto Finance Peer Group Member Roundtable Session (Members Only)
Moderator: Debbie VenderleyHyundai Capital America
The Auto Finance Peer Group break out session provides auto creditors the opportunity to meet with industry peers to discuss auto recovery issues, challenges and best practices. During the break out session, there will be discussions related to the current economic situation, its impact on auto recoveries, and the best practices of industry leaders to manage recovery operations through these challenging times. The session will be an interactive open forum providing attendees the opportunity to share their experiences, thoughts and plans for the future.
3:30 p.m. - 4:30 p.m. CyberSecurity for the Non-IT Collection/Recovery Professional
Andy AvilaLiveVox, Inc.
Mark NaimanAbsolute Resolutions Corp.
Todd StephensonControlScan
Mike WrightTECH LOCK
In today’s world, organizations must be prepared to defend against threats in cyberspace. Decision makers need to be familiar with the basic principles and best practices of cybersecurity to best protect their companies.
4:30 p.m. - 5:00 p.m. Tools for Managing Collection Teams: Collections in a Compliance Driven World
Krystle Cunningham, Cedar Hill National Bank
As industry trends echo Former US Deputy Attorney General Paul McNulty’s message of “If you think compliance is expensive, try non-compliance”, creditors and vendors alike continue to tighten policies while building compliance management systems. Compliance has subsequently been presented as a hurdle to Collection’s goals & mission. This presentation aims to breakdown this perception and provide tools for managing collection teams to embrace compliance directives alongside collection goals.
5:00 p.m. - 7:00 p.m. Cocktail Reception and Key Boxes - Exhibit Hall - Sponsored by: Experian
Cocktail Reception and Key Boxes, provides an additional opportunity to visit our exhibitors, see the latest in products and services, and join in the Key Box fun. You won't want to miss it. Exhibitors have a certain number of keys and even fewer will open the boxes, which they can provide to their booth visitors, until they run out. Key boxes are filled with fun prizes. Get a key from an exhibitor and try your luck to win fun prizes.
Friday - May 12, 2017
8:30 a.m. - 10:00 a.m. Full Breakfast - Champagne, Bloody Marys and Peer Networking - Sponsored by: ARS - American Recovery Service and TransUnion
What a better way to begin the morning than with a fabulous Four Seasons Full Breakfast, with Champagne and Bloody Marys. This is the ultimate networking breakfast, and a great opportunity to meet additional peers in the industry. Please plan to join us at this delicious event.
10:00 a.m. - 11:40 a.m. Creditor's Roundtables
Pick 3 Roundtables to Join 30 minutes each: 10:00 AM - 10:30 AM, 10:32 AM - 11:02 AM, 11:04 AM - 11:35 AM. In addition to the quality speakers in our main conference sessions, the Creditor's Roundtables on Friday morning give the attendee the opportunity to choose three different roundtable sessions to join. This allows the attendee to discuss and explore issues of importance from a variety of collection and recovery topics with the discussions led by an industry peer with knowledge specific to the topic. This is an excellent peer networking opportunity in an informal roundtable setting.
Managing Delinquency - Early Stage Through Charge-Off Risk
Melissa BenitezFirst Flight Federal Credit Union
Employing collection strategies to manage and minimize delinquency is an essential segment of the collection process. To best manage delinquency and to meet the ultimate goal of preventing possible charge offs it is necessary to ensure collection’s policies and processes are robust. Preventing charge offs, delinquency, and potential losses are not always possible however, when steps are taken to mitigate delinquency through strong collection efforts, it can be efficiently managed.
Rethinking Nearshore and Offshore Solutions
Mark Cavin
Is “Nearshore and Offshore” still a viable option given the current regulatory and political environments? Customer Experience at all service levels, whether they are In-house or Outsourced, Off-Shore or On-Shore require an integrated solution, so the credit grantor / originator is completely in control of all data and servicing of the entire customers’ life cycle, ensuring compliance and protection of the company’s brand. Join this session to discuss current trends and successes in this area.
New Mortgage Reform Act and CFPB Rules
Bankruptcy, Successors in Interest and Periodic Statements
Barry DumserFirst Citizens Bank
The CFPB has amended REG X and REG Z and promulgated new rules and clarifications concerning the Mortgage Reform Act of 2013 (which changes become effective September 2017 and March of 2018). These changes affect consumer purpose closed-end loans secured by the residence of a borrower. In this discussion we will explore the implications and requirements affecting these type loans specifically regarding those affected by the bankruptcy of a borrower and loans where our collateral has been conveyed to a non-obligor/borrower referred to as “successors in interest”(predominantly, but not exclusively, deceased borrower matters). Also discussed will be the periodic statement rendering requirements of these matters. We will key on ways we can make these complicated changes simpler to understand and with which to comply.
Collection Training - Introducing BUMP
Ken Evancic, Resource Management Services, Inc.
Want to keep negotiation simple for your collectors, then BUMP is the right choice for you. This round table will introduce the four primary components of negotiating for collectors. The discussion will allow you to compare and evaluate the negotiation tools you are currently using in your collection operation today to BUMP. As an added bonus, you will learn how BUMP can provide a great tool for managers and supervisors to evaluate the effectiveness of their collection teams negotiation skills.
Evaluating and Deploying New Collection Systems
Monica McDermottVW Credit, Inc.
Implementing a New System – How to Survive a “Big Bang” Approach to Replacing Systems.
As technology continues to evolve, replacing systems becomes a reality for most of us. Join us to discuss how VCI implemented replacement of most of their core systems. We will focus on Collections, both delinquency management and recovery processes, creating the new processes, how we ensured the system supported the new processes, including any compliance changes along the way, and how we implemented the system successfully, while minimizing risk, ensuring compliance and full functionality of the complicated processes of a collections team.
Call Monitoring for Compliance
Kim KrishnaswamyT-Mobile
This roundtable reviews how one company uses Call Monitoring for Compliance, including UDAAP, FDCPA, Fair and Consistent Treatment (ECOA), etc.  Other areas of discussion include: Payment Processing – ensuring money is getting posted to system as promised on call; Reviewing a scoring template, Sample size, Selecting samples to review, Frequency, Call calibrations and Testing the auditors.
Bankruptcy - Issues and Updates
Thomas A. Lee IIIBecket & Lee LLP
2017 could be a very busy year for those who work in bankruptcy. There are proposed rules scheduled to go into place December 1, 2017, making various changes to consumer bankruptcy practice, including shortening the time frame to file a proof of claim. On January 17, 2017, the Supreme Court of the United States heard arguments in Midland Funding v. Aleida Johnson. The ultimate disposition of this case should bring some clarity to the treatment of out of statute debt in bankruptcy and hopefully clarify when, if ever, the FDCPA applies in bankruptcy matters. The roundtable will be an open discussion regarding these items and any other consumer bankruptcy issues you wish to bring to the table. If you have any other bankruptcy topics you would like discussed, please email them to tlee@becket-lee.com with a subject line ‘Roundtable’ in advance of the conference.
Jeremy RuthArvest Bank

When to Repo?

  • Bank vs Non-Bank
  • Prime vs Sub-Prime
A conversation with a different perspective that isn't often talked about. The timing of ordering a repossession may have an effect on charge offs. Discuss ideas about what is the right balance for timing and the challenges and potential unintended consequences of decisions. Additional topics include whether the same safety and soundness guidelines apply to ‘non-banks’, or captive finance companies, and the differences between prime and sub-prime. If time, we can always add caveats to the conversation about performance, i.e. baseline recovery percentages or target rates, customer redemption/reinstatement percentages, skip/skip recovery rates, etc.

Front End / Early Stage Collections
Chinh VuHyundai Capital America

Join this roundtable to discuss the variety of initiatives involved with front end collections:

  • Segmentation
  • Dialer penetration
  • Dedicated inbound and outbound vs blended
  • Manual queue ownership vs dialer
  • CAPE (accounts per agent if manual)
  • Incentive and performance metrics
  • Outsource, internal only or both (your dialer or their own dialer)

Hiring, Due Diligence and Termination of Vendors
John FreyBBVA Compass - Retired
Join this roundtable to discuss the nuances of successful hiring, due diligence and termination of vendors. With many years of experiences, John Frey will lead the discussion around what to watch for, how to conduct appropriate due diligence, and successfully terminating vendors when appropriate. Hiring right avoids many issues down the road, but even with the most effective due diligence and hiring process, things change, and you may find yourself in a position that means a well thought our termination program is necessary as well. Understand when to hire, when not to, and when to move on from a lackluster performer, or a risky performer, in a cost-effective and efficient manner.
Balancing Collections and the Customer Experience
Shelly VotawKohl’s Servicing and Operations Centers
Do you use Voice of Customer for inbound and outbound collections calls? What are you doing today to achieve "World Class" status? Please join my roundtable to obtain the latest performance results and survey questions that Kohl’s Collections is using internally and externally to measure their customer experience.
11:40 a.m. - 12:00 p.m. Laptop Drawing and Closing Remarks
12:00 p.m. Box Lunch and Conference Concludes
Stay, eat and enjoy with peers, or grab your lunch box to go.

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