Time Event
Monday - May 6, 2019
8:00 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 7, 2019
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 8, 2019
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.
7:30 a.m. - 2:00 p.m. Recovery Management Network Sessions (RMN) - (Members Only)
Moderator: Jeremy RuthArvest Bank
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.
The Poolside Networking Event will be 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.
2:10 p.m. - 3:20 p.m. FinTech Collection - Lender Peer Group - Kickoff Meeting
This FinTech Collection Lender peer group will discuss the challenges and difficulties of collection on these unsecured debts.  Peer group members can share success stories and challenges. 
3:30 p.m. - 4:45 p.m. Credit Union Peer Group
Moderator: Dan Vande ZandeLandmark 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.
3:30 p.m. - 4:45 p.m. Millennial Peer Group - Collections & Recovery
Moderator: Matt JusticeProfessional Bureau of Collections of Maryland Inc.
This 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.
5:00 p.m. - 5:30 p.m. First Timer Orientation and Introductions
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 9, 2019
7:00 a.m. - 7:00 p.m. Registration
8:00 a.m. - 9:00 a.m. Continental Breakfast - Exhibit Hall Sponsored by: NCB Management Services, Inc.
Have breakfast with NCB Management Services, Inc., 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 - Best Practices in Business Adaptability
Rich KarlgaardPublisher and Futurist, Forbes Media
From the latest on blockchain, artificial intelligence, the internet of things and more, Rich Karlgaard provides insights needed to thrive in today’s marketplace as he reveals a prospective and comprehensive analysis of the disruptive forces that are reshaping our industry.

Forbes publisher and global futurist, Rich Karlgaard, cuts through the clutter. He forecasts the business and technology world as it is likely to unfold over the next two, five, and ten years. Rich is the thought leader to turn to for a reliable roadmap of what’s to come. Drawing from his roles as a Silicon Valley-based publisher, journalist, investor and board director, Rich helps audiences gain a practical understanding of the events that are changing their world and the imminent disruption ahead—from tech to Trump—and the impacts on business and industry.
10:00 a.m. - 10:30 a.m. Morning Break and Networking Sponsored by: National Bankruptcy Services, LLC
10:30 a.m. - 11:15 a.m. CFPB Rulemaking Updates
John McNamaraConsumer Financial Protection Bureau
Hear the new BCFP rulemaking updates presented by John McNamara
11:15 a.m. - 12:00 p.m. It’s Not All About DC. Outside-the-Beltway Enforcement by State Attorneys General
Rick BerlinThe Office of the Texas Attorney General
Manny NewburgerBarron & Newburger, P.C.
David ShawColorado Attorney General’s Office
Max WeinsteinThe Office of Massachusetts Attorney General Maura Healey
12:00 p.m. - 1:00 p.m. Networking Lunch Sponsored by: LexisNexis Risk Solutions
1:00 p.m. - 1:30 p.m. Networking "Make Your Own Sundaes" in Exhibit Hall Sponsored by: LexisNexis Risk Solutions
1:30 p.m. - 2:00 p.m. The New Norms of Agency Management
Tom Nusspickel, American First Finance
Doug St. Peters, Navient, Inc.
A discussion regarding the management of agency networks and a look at best practices to ensure success.
2:00 p.m. - 3:00 p.m. Operational Success Strategies
Chris Mitcham, SNAAC, LLC
Daniel Nicol, BBVA Compass
Shawn Spratte, Canvas Credit Union
Mark Naiman, Absolute Resolutions Corp.
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.
3:00 p.m. - 3:30 p.m. Afternoon Break and Networking in Exhibit Hall
Between speaker sessions, take a quick break with us and 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 EdmondsSantander Consumer USA
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. - 4:30 p.m. Debt Settlement: Pro's, Con's and Unintended Consequences
Michael CassidyM&G Solutions
Hank HildebrandChapter 13 Trustee
Pete KlipaNational Foundation for Credit Counseling
Roger KnaufThe Axiom Group
Tom La Centra, Retired Executive Vice President Collections and Servicing Wells Fargo & Company
Max WeinsteinThe Office of Massachusetts Attorney General Maura Healey
Our panelists bring different perspectives to this discussion – creditor, regulator, debt settlement, counseling and bankruptcy. Opinions vary, some say with its high fees and questionable results – it’s having a negative impact of both the consumer and the entire credit marketplace. Others say Debt Settlement is misunderstood, and it is just a part of the cycle, or “collection waterfall” if you will, for “certain types” of consumers, – like credit counseling, bankruptcy or debt settlement. Some argue it answers a need. Even the definition of what debt settlement is seems to vary based on individual and company, as some consider it “credit repair” and others feel it doesn’t help the consumer in any way, or educate the consumer to help in the future. What are the “unintended consequences” and long-term effects of this fast-increasing method of settlement – for both the protection of the consumer, their financial situation, and their future financial well-being? In addition to the consumer who settles, is it impacting or undermining our system of credit and repayment? Is the Debt Settlement model sustainable? Should it be? Don’t miss this interesting, informative and entertaining session.
4:30 p.m. - 5:00 p.m. Training Collection Managers To Maximize Performance: Compliance, Coaching and Accountability
Ken EvancicResource Management Services, Inc.
As a Collections Manager, have you ever asked yourself, why can’t they all collect like my top performer? Is it reasonable that all collectors should deliver at least 50% or more of what the top collectors deliver? How can I get everyone to follow procedures? How do I keep my top performers from leaving? Do I need more time? If this sounds like you or your team, then this presentation will provide examples and techniques managers can use to help answer these questions.
5:00 p.m. - 7:00 p.m. Cocktail Reception and Key Boxes - Exhibit Hall
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 10, 2019
8:30 a.m. - 10:00 a.m. Full Breakfast - Champagne, Bloody Marys and Peer Networking Sponsored by: ARS - American Recovery Service and The Axiom Group
Join breakfast tables and chat with peers involved in PowerSports Finance, Bankruptcy, Credit Unions, Millennials Peers and other specialty groups, or meet other while you dine.
9:30 a.m. - 9:50 a.m. Audit Oversight Benchmarking Survey in the DebtConnection.com Lounge
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.
Hank HildebrandChapter 13 Trustee
Hear what's happening in the bankruptcy world and ask your questions to this industry leader and Chapter 13 Bankruptcy Trustee.
Best Practices in Debt Sales
Marian SangalangThe Bureaus, Inc.
Do you have questions about what is currently happening in the market or about the market possibilities in the near future? Join Marian Sangalang, Vice President of The Bureaus, Inc., as she discusses best practices within the Debt Purchasing and Debt Sales Market. Don't miss this exciting opportunity to hear from an industry leader and have an open discussion with your fellow professionals.
Collections in China – Lessons Learned and Insights Gained and How They Might Help Improve Efforts Here and Globally
Chris BennettBMW Financial Services
Managing collections in a dynamic growth environment can be exciting and challenging. Government Regulations and Cultural Customs often are not prepared for all that is required to extend (and then collect) auto loans. What I learned in almost 5 years in China’s explosive auto market and how that knowledge might be leveraged to help collections in the USA. Come and hear the stories (some humorous, some scary) and discuss how we can improve US collections based on lessons learned elsewhere in our global economy.
Hiring in Today’s Job Market
Dan ErdmannKohl’s Servicing and Operations Centers
Shelly VotawKohl’s Servicing and Operations Centers
The current job market is extremely competitive making it more difficult for companies to expand their workforce. This session will provide an overview of recruiting tactics, screening applicants, interviewing methods, and post hire evaluation. We would like everyone to share and contribute their best practices.
Vendor Oversight
Marco VillarrealHyundai Capital America
Operationalizing Strategic Findings from Strategy & Analytics Teams
Michael FryeBBVA Compass
This roundtable session will facilitate open discussion to explore various methods used to institute effective collection strategies based on information provided by your institution's BI/Strategy & Analytics team.
Optimal Collection Performance - Monitoring and Validating Roundtable
Bev EvancicResource Management Services, Inc.
Have you ever considered that collection strategies could be part of a customer retention program? An opportunity exists for brand loyalty every time a collector interacts with your customers through phone calls, text messages, emails, letters, etc. Optimal consumer experience does coincide with optimal collection performance. During this roundtable, we will discuss approaches for monitoring collection performance, effectiveness and customer experience through account reviews, call monitoring and onsite visits.
Miranda JacksonSantander Consumer USA
This roundtable will discuss the best practices involving repossession.
The Auditor’s Role in a Constantly Changing World
Debbie VenderleyServicing Solutions
“The one constant in my organization is change.”
If you agree with the above statement, developing an auditing culture in your organization is of the utmost importance. As your organization shifts to adapt to FinTech innovations, or outsources ancillary and even critical components of your business, or adopts cloud technology to harness a global workforce, do you incorporate into these change initiatives an audit plan that focuses on the significant risks to your company? Are you able to apply a rubric for accurately assessing risk ratings?

If you have an Internal Audit team, you already have the infrastructure to support these needs. As a collaborative partner, Internal Audit can support you in identifying risk and process efficiencies at an initiative’s inception, before the company has been exposed to risk. In this roundtable discussion we will:

• Examine the importance of an auditing culture in an organization

• Discuss how to create an audit plan that focuses on significant risks to the company

• Identify the similarities and differences between internal and third-party audits

• Determine how objective risk assessment supports business’ goals

Synthetic Fraud
Manfred GregerYamaha Motor Finance.
Discuss best practices in fraud management including identification of the fast-growing synthetic fraud scheme of piggy backing (trade line sharing for cash). Join this open forum to share experiences and techniques used to help identify manipulated and manufactured identities, breeder and pollinator accounts, seed accounts and other signals of potential synthetic fraud.
11:40 a.m. - 12:00 p.m. Laptop Drawing and Closing Remarks
12:00 p.m. Bento Box Lunch Networking Sponsored by: Absolute Resolutions Corp.
Stay, eat and enjoy with peers, or grab your lunch box, sponsored by Absolute Resolutions Corp., to go.
12:00 p.m. Conference Concludes

Collection and Recovery Solutions

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