Time Event
Monday - May 7, 2018
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.
Learn strategy and practical tips for auditing collection-related activities, whether at your own shop or at one of your vendor's operations. Incorporate collection knowledge, audit skills, tested techniques, practical applications and effectiveness into your audit.
Tuesday - May 8, 2018
8:00 a.m. - 4:00 p.m. Pre-Conference - Third Party Vendor Auditing - Day 2 (Separate Registration Fee Applies)
Ken EvancicResource Management Services, Inc.
Bev EvancicResource Management Services, Inc.
3:00 p.m. - 7:00 p.m. Early Registration
Wednesday - May 9, 2018
7:00 a.m. - 7:30 p.m. Registration
8:00 a.m. - 4:30 p.m. Exhibitor Set-up
Exhibitors are welcome to setup between 8:00 a.m. and 4:30 p.m. GES will be onsite to assist.
7:30 a.m. - 2:20 p.m. Recovery Management Network Sessions (RMN) - (Members Only)
Moderator: Shawn SprattePublic Service Credit Union
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.
1:00 p.m. - 3:00 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.
2:30 p.m. - 3:20 p.m. Millennial Peer Group - Kickoff Meeting (Open to All Attendees)
Moderator: Matt JusticeProfessional Bureau of Collections of Maryland Inc.
Announcing the newest Peer Group to formalize and meet at Collection and Recovery Solutions 2018 – the Collection and Recovery Millennial Peer Group. This newly organized peer network, is an elite network of young professionals in the industry focused on issues of relevance to Millennials. Whether you meet the age requirements of a Millennial, or think like a Millennial, or just have an interest in Millennials – this group can be for you.
3:30 p.m. - 4:45 p.m. Credit Union Peer Group - Discussion of Critical Issues
Moderator: Andrew BrittonHughes 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 working group is a division of the Recovery Management Network. Membership is open to creditors, no vendors. If you are not a member and would like to join, please go to http://resourcemanagement.com/networking.html and complete the membership form.
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
Thursday - May 10, 2018
7:00 a.m. - 7:00 p.m. Registration
8:00 a.m. - 9:00 a.m. Continental Breakfast - Exhibit Hall- Sponsored by: ARS - American Recovery Service
Have breakfast with ARS - American Recovery Service, and network with your peers.
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
Next Generation Leadership/Collaboration: Keys to Engaging a Multi-Generational Workforce
Ryan JenkinsAuthor of the book, "The Millennial Manual: The Complete How-To Guide to Manage, Develop, and Engage Millennials at Work."
A generationally diverse workforce is better equipped to respond to today’s high-flux and disruption-prone marketplace. Since Millennials became a majority of the labor force, generational differences have never been wider as each generation has a varying perspective of work, leadership, technology, and selling/buying. In fact, 52% of workers say they are least likely to get along with someone from another generation. Those that learn to lead and engage Millennials (and across generations), will gain the necessary competitive advantage in today’s exponential and fast changing times.

Audience Outcomes:
- Gain extreme clarity around who are the generations and what makes Millennials different.
- Learn why generations matter.
- Understand each generation’s perspective of leadership, communication, technology, and work.
- Learn keys to engaging a multigenerational workforce.
- Discover the silver bullet sure to engage any multigenerational team.

10:00 a.m. - 10:30 a.m. Morning Break and Networking
10:30 a.m. - 11:15 a.m. What's New at the CFPB
K. (Gandhi) EswaramoorthyConsumer Financial Protection Bureau
Hear what's new at the CFPB presented by Gandhi Eswaramoorthy
11:15 a.m. - 12:00 p.m. Washington Waterfront
Bob BelairArnall Golden Gregory LLP
Dan DwyerFederal Trade Commission
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 happening on the Washington Waterfront.
12:00 p.m. - 1:00 p.m. Networking Lunch in Acacia Ballroom Sponsored by: Stoneleigh Recovery Associates
1:00 p.m. - 1:30 p.m. Networking "Make Your Own Sundaes" in Exhibit Hall
1:30 p.m. - 2:30 p.m. Leveraging Change and New Information for Operational Success - Creditor Panel
Jose Esparza, Ally Financial, Inc.
Josh Seuberling, WayBeyond Rewards
Michael Spiroff, Verizon
Shawn Spratte, Public Service Credit Union
At Collection and Recovery Solutions, we are continuously looking at the challenges and opportunities in our changing world. Whether it’s regulation, or regulators, systems, technology or management techniques, this robust panel will address the direction of the industry and how new information, resources and analytics can change our operational realities. From a diverse industry perspective, we’ll see how collection and recovery professionals from credit cards, auto, telcom and credit unions deal with change, new tools, and the techniques to drive success now and in the future.
2:30 p.m. - 3:00 p.m. Performance Management - Scorecards and Market Share
Nate Karlick, T-Mobile
Managing your collection agency performance requires a combination of agency reporting, awareness of agency operational constraints and a “game plan” for optimizing allocations. Join me in a presentation on how T-Mobile reviews agency performance each month and the decisioning process used to make market share changes.
3:00 p.m. - 3:30 p.m. Afternoon Break and Networking - Exhibit Hall- Sponsored by: National Bankruptcy Service, LLC
Between speaker sessions, take a quick break with National Bankruptcy Service, LLC, grab a quick snack and explore the exhibit hall and network with your peers.
3:30 p.m. - 5:00 p.m. Concurrent Session: Auto Finance Peer Group Member Roundtable Session (Members Only)
Moderator: Kelli EdmondsHyundai Capital America
Peer Group Meets in Desert Willow Room (just behind Registration Desk)
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. - 5:00 p.m. Hot Topics Fast Track Panel
LaDonna Jantzen,SCANA Corporation
Mark NaimanAbsolute Resolutions Corp.
Doug St. Peters, Navient, Inc.
Mark TuggleBBVA Compass Bank
The Work from Home Discussion Intensifies
Harrassment in the Workplace
Rethinking Disaster Recovery Expectations and Plans After Seeing the 2017 Disasters
TCPA/FCC - Where are we now? Can you Hear Me Now?
Analytics - Can There Be Too Much Info?
Bankruptcy - Deadlines and Rules
FinTech – Where are We? What’s happening? How Does it Differ?
Call Monitoring as a Coaching Tool – and a Compliance Tool - Ways to Incorporate into a More Successful Operation
Cyber Security – Why it’s every Collection and Recovery Manager’s Responsibility
Effective Vendor Oversight
Keeping Up with Changes and Incorporating Changes Into the Operation; Hiring, Training and Retention - It’s Always About The People
The Future of Debt Buying; and Chatbots – Important for our Future?
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 11, 2018
8:30 a.m. - 10:00 a.m. Full Breakfast - Champagne, Bloody Marys and Peer Networking
9:00 a.m. - 9:50 a.m. Millennial Peer Group - Mentoring Sessions - Mentoring and Reverse Mentoring Sessions
Mentoring Session - 9:00 a.m. - 9:20 a.m.
Reverse Mentoring Session - 9:20 a.m. - 9:50 a.m.
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.
Best Practices Bankruptcy
Tom LeeBecket & Lee LLP
This roundtable will discuss the best practices involving bankruptcy.
Lessons from Call Monitoring of Your Third Parties
Ken EvancicResource Management Services., Inc.
Call monitoring can be so much more than meeting a compliance or QA requirement. Identifying superior performers, or the opposite, identifying opportunities for change – both happen when call monitoring your vendors. Hear and share stories of successful call calibration, and what to do next – with great calls, and the not so great calls. Use call monitoring as a tool to share and advance both the company’s culture and the company’s concepts for treatment of the customer, and the ultimate outcome will be improved financial and compliance performance and results.
Collection Strategies
Jeremy RuthArvest Bank
Collecting a variety of portfolios requires implementation of different strategies in order to properly manage the risks within each portfolio. This roundtable will be an open discussion about different strategies currently utilized in the pre/post charge off collection of indirect auto, consumer real estate secured (HELOC and second mortgages), large unsecured loans (refinanced revolving debt), subprime auto, overdrawn checking/savings accounts and/or commercial/small business portfolios. This will be a great opportunity to share best practices, or get new ideas to implement in your current strategies.
The Evolution of Credit Reporting
Monica McDermottVW Credit, Inc.
Join for a discussion of how Volkswagen credit reporting has changed over the past few years, where we are now and how we are facing the future. We will review current systemic reporting, dispute handling and current oversight of the process.
Hands-On Cybersecurity Risk Assessment
Todd Stephenson, CISA, Practical Assurance
All compliance frameworks require risk assessment and auditors require documented proof. Let’s get practical and do both today! Todd Stephenson, a Certified Information Systems Auditor, will provide a template and facilitate a practical discussion with your peers resulting in a customized cybersecurity risk assessment for your department or organization. Leave this round table with tangible documentation you can bring back to your team and ultimately save for your next audit.
Military Lending
Chris MitchamSNAAC, LLC
Collecting from our Military members can be complicated at times but we will discuss industry best practices to help keep your portfolio performing and your company on the right side of this issue. Any military collections strategy must start with strict adherence to the Servicemembers Civil Relief Act ("SCRA"). Chris Mitcham, Head of Servicing, from SNAAC (Military Lender) along with your industry peers will discuss the Who, What ,When and How you need to be alert and to take action.
Motivating Teams to Enjoy Their Jobs
Daniel ErdmannKohl’s Servicing and Operations Centers
Shelly VotawKohl’s Servicing and Operations Centers
In today’s work environment, motivating teams is one of the most essential parts in running a successful operation! This roundtable will be a relaxed open discussion about how the Kohl’s Risk Management Operation team has successfully incorporated motivation into everyday work life. Additionally, we are excited to utilize this CRS forum for everyone to share best practices in relation to inspiring teams!
Ray WagnerBBVA Compass
The Repossession life-cycle is one of the most intricate areas within the Collections & Recovery world. With so many moving parts, each part having a clear value proposition, this arena poses tremendous opportunity to unlock performance improvements. Join me as we create open dialogue around extracting opportunity along the value-chain known as the repossession life-cycle.
Seamless Service: Off Shore Vendors and the Customer Experience
Nicholas PrataBarclaycard US
Having worked diligently over the years to eliminate the disparity between offshore suppliers and onshore, Nick shares his experience and expertise on this important topic. Learn and share thoughts on Proper Hiring Requirements, Efficiency and NPS, Effective Workdating and Proper Call Dispositioning. Don’t miss this opportunity to dig into the details of both the expectations and the management of your first party vendors and the customer experience.
Vendor Oversight
Marco VillarrealHyundai Capital America
Join this roundtable to discuss site visits, communication, performance management and compliance.
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.

Collection and Recovery Solutions

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