Collection and Recovery Solutions
Speaker Topic and Biography


Chris Bennett
BMW Financial Services
Topic: Collections in China – Lessons Learned and Insights Gained and How They Might Help Improve Efforts Here and Globally
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.

Biography:
Chris Bennett recently returned from a 4½-year international assignment to Beijing with BMW Financial Services (China). He managed all internal collection operations, lowering the delinquency rate to less than 1/3 of the previous rates. He was then asked to assist in setting up the collection procedures for Herald International Leasing (a newly acquired auto leasing subsidiary of BMW in China). After completing that, he returned to BMW and resumed control of the internal collections and consulted on the external collection as well. 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.



Rick Berlin
The Office of the Texas Attorney General
Topic: It’s Not All About DC. Outside-the-Beltway Enforcement by State Attorneys General

Biography:
Rick Berlin is the Managing Attorney for the Houston office of the Texas Attorney General's Consumer Protection Division and has worked as an Assistant Attorney General since 2009. His practice involves filing lawsuits under the Texas Deceptive Trade Practices‒Consumer Protection Act to protect consumer rights in a wide range of areas. He has worked on cases involving debt collection, price-gouging related to Hurricane Harvey, and income tax preparation fraud targeting low income families. Since joining the Attorney General’s Office, he has first or second-chaired multiple jury trials awarding more than $35,000,000 in consumer restitution and civil penalties against debt collectors, credit repair companies, and individuals promising foreclosure rescue.
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Michael Cassidy
M&G Solutions

Topic: Debt Settlement: Pro's, Con's and Unintended Consequences
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.

Biography:
Michael is Partner at M&G Solutions. He has spent 16+ years in executive and leadership positions within the financial services industry. He has a true passion for leading operational and support teams across multiple asset and product types with extensive experience in credit card and unsecured installment products.

Prior to M&G Solutions, Michael had oversight of Collection & Recovery strategy and operations in addition to all outsourced operations across Customer Service and Loan Verification at Prosper Marketplace. Michael also held senior operational roles with Barclays and Bill Gosling Outsourcing (Allied International Credit Corp. US)



Kelli Edmonds
Santander Consumer USA
Session: Auto Finance Peer Group Member Roundtable Session
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.

Biography
Kelli Edmonds is the Senior Vice President - Vendor Management at Santander Consumer USA with oversight of third party relationships at an enterprise level. Kelli has over 25 years of successful strategic and tactical leadership experience within the credit and collections industry with a strong focus on 1st and 3rd party agency management and internal charge-off recovery. Through her various leadership roles, Kelli has built and managed vendor partnerships, ensured regulatory compliance, increased efficiencies in call center operations and delivered large, complex projects. Kelli is Six Sigma Green Belt Certified, a Certified Receivables Compliance Professional and has a Bachelor's degree in Business Management.



Daniel Erdmann
Kohl’s Servicing and Operations Centers
Topic: Hiring in Today’s Job Market Roundtable
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.

Biography:
Visionary leader with 20 years of experience developing teams that drive best in class results. Experience encompasses leadership in retail, banking, and contact center organizations. Successes and achievements in associate engagement, customer experience, forecasting and budgeting, process innovation, and national and international strategy implementation. Continuous partnership and established leadership role involvement with various nonprofit organizations for 25+ years.



Bev Evancic
Resource Management Services, Inc.

Topic: Pre-Conference - 2-Day Workshop
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.

Topic: Optimal Collection Performance - Monitoring and Validating Roundtable
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.

Biography:
Bev Evancic has almost 25 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.
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Ken Evancic
Resource Management Services, Inc.

Topic: Pre-Conference - 2-Day Workshop
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.

Topic: Training Collection Managers To Maximize Performance: Compliance, Coaching and Accountability
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.

Biography:
Ken Evancic is a collections veteran with over 25 years experience. He has managed all phases of collection, including all levels of delinquency, automated dialer units, early out agency management, recovery, and skip tracing. In addition to collections operations management, he has lead initiatives in the areas of performance management, collections strategy development, collector and manager training, collector desktop design, collections reporting systems, and risk and compliance.
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Michael Frye
BBVA Compass
Topic: Operationalizing Strategic Findings from Strategy & Analytics Teams
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.

Biography:
Michael Frye is a 23+ year collections veteran with experience in the banking & financial services industry. Michael is currently responsible for all pre-charge off collection efforts for BBVA Compass - managing collection efforts for consumer products (Auto, Credit Card, Personal Loans/Lines, Checking, Real Estate, Small Business, White Label/Fin Tech).
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Manfred Greger
Yamaha Motor Finance
Topic: Synthetic Fraud Roundtable
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.

Biography:
Manfred Greger is the Group Manager, Portfolio and Vendor Management for Yamaha Motor Finance. In this roll Manfred oversees the operations of Yamaha’s 3rd party service providers that support both the retail instalment and credit card programs as well as the internal credit card Collateral Management functions (Title Management, Recovery, and Remarketing).
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Judy Hammond
Resource Management Services, Inc.

Topic: Opening Remarks

Biography:
As President and founder of Resource Management Services, Inc., Judy Hammond has more than 35 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 of their collection agencies, attorneys, and specialty vendor partners.

She has worked generally with the top banks/financial institutions, auto finance, retailers, utilities and telcoms, (auditing their vendors) and has conducted multiple Best Practices projects through Visa, USA.

Her position as a consultant to creditors, and as their independent agency auditor, as well as a background with two collection agencies, provides a unique perspective of the industry. She is author of various industry publications: "Comprehensive Agency/Attorney Usage Study," "Comprehensive Agency/Attorney Usage Study II", "Buyer/Seller Research Study and" "Collect More From Collection Agencies".
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Hank Hildebrand
Chapter 13 Trustee

Topic: Debt Settlement: Pro's, Con's and Unintended Consequences
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.

Topic: Bankruptcy Roundtable
Hear what's happening int he bankruptcy world and ask your questions to this industry leader and Chapter 13 Bankruptcy Trustee.

Biography:
Henry E. Hildebrand III devotes the majority of his practice to bankruptcy law. Mr. Hildebrand has served as Standing Trustee for Chapter 13 matters in the Middle District of Tennessee since 1982 and as Standing Chapter 12 Trustee for that district since 1986.
Mr. Hildebrand graduated from Vanderbilt University and received his J. D. from the National Law Center of George Washington University. He is a fellow of the American College of Bankruptcy. He is also a fellow of the Nashville Bar Association. He is Board Certified in consumer bankruptcy law by the American Board of Certification and serves on its faculty. He is Chairman of the Legislative and Legal Affairs Committee for the National Association of Chapter Thirteen Trustees. In that capacity, he has testified before various Congressional Committees and before the Rules Committee of the Judicial Conference. He has filed several amicus briefs on behalf of the trustees in the U. S. Supreme Court and in various Courts of Appeal. He is also on the Board of the NACTT Academy for Consumer Bankruptcy Education.
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Matt Ingraham
TD Ameritrade

Topic: Resolving Disputes/Disagreements

Biography:
Matt Ingraham is currently a Sr. Manager in Operations Control for TD Ameritrade. In the last eleven years he has worked in both legal and operational risk management roles at TD Ameritrade. Matt oversees all aspects of the collection process at TD Ameritrade (including internal collections, third-party collections, bankruptcy, collections litigation, and vendor management). Prior to joining TD Ameritrade he was a judicial law clerk for the Hon. Lee M. Jackwig, United States Bankruptcy Court in the Southern District of Iowa. Matt has a law degree from Creighton University and a bachelor's degree from Kansas Wesleyan University.



Miranda Jackson
Santander Consumer USA
Session: Repossession Roundtable
This roundtable will discuss the best practices involving repossession.

Biography
Miranda Jackson is the Assistant Vice President – Vendor Management at Santander Consumer USA. Miranda oversees third party relationships specific to repossession at an enterprise level. She provides vision and direction in matters of existing vendors, their performance, reporting and business objectives. Miranda comes from an IT background of 14 years’ experience testing, planning and managing the creation and implementation of both desktop and web based applications. Her recent focus has been to partner with the integration to a mobile technology allowing users immediate access to assignment information and have the ability to manage and submit updates and recoveries.



Matt Justice
Professional Bureau of Collections of Maryland Inc.

Topic: Millennial Peer Group (Open to All Attendees)
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.

Biography:
Matt joined PBCM after completing his Masters’ Degree in International Business at Concordia University – Wisconsin in 2011. While in Graduate School, Matt worked for wealth management firm Wells Fargo Advisors. Matt spent the first few months at PBCM as a collector to learn the operations side before transitioning in to the sales and marketing department when he was promoted to Client Relationship Manager. He now helps coordinate and manage PBCM’s sales and marketing efforts as the VP of Business Development. He has over 5 years of experience in the collection industry.



Rich Karlgaard
Publisher and Futurist, Forbes Media

Topic: Best Practices in Business Adaptability
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.

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 your industry.

Biography:
One of the most influential and respected figures in the technology, economic and business worlds, Rich Karlgaard advises audiences on how to harness an organization’s disruptive spirits to maximize business opportunities in the global marketplace. As an expert in artificial intelligence, blockchain and the internet of things Rich is also a regular panelist on one of cable news' most popular business shows, Forbes on FOX. He is a co-founder of Upside magazine, Garage Technology Partners (with Guy Kawasaki) and Silicon Valley’s premier public business forum, the 7,500-member Churchill Club. For the latter, Karlgaard won an Ernst & Young Entrepreneur of the Year Award.
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Pete Klipa
National Foundation for Credit Counseling

Topic: Debt Settlement: Pro's, Con's and Unintended Consequences
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.

Biography:
Mr. Klipa has over 25 years of experience, primarily in collections and recoveries, in the utility, credit card, and auto finance industries. Prior to joining the NFCC, he was Vice President of Loss Mitigation at American Credit Acceptance, a sub-prime auto lender, in Spartanburg, SC. Before that, Pete spent eight years at Discover Financial Services in its Ohio-based National Recovery Center. While at Discover, Pete initially managed collection agencies, and eventually was responsible for Discover’s legal collection network made up of around 100 direct and indirect firms. He began his work in the credit and collections field at the regional utility NiSource, also based in Ohio.
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Roger Knauf
The Axiom Group

Topic: Debt Settlement: Pro's, Con's and Unintended Consequences
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.

Biography:
Roger Knauf has been in the consumer receivables industry since the late 1970s. Over the past 40 years he has successfully launched four asset recovery companies, all of which continue to operate today. In 1996, he founded and was the managing partner of Fourscore Resource Capital, LLC, one of the nation’s largest debt purchasers. Between 1996 and 2005 he was involved in the acquisition and management of over $16 Billion in consumer debt portfolios.
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Tom La Centra
Retired Executive Vice President Collections and Servicing Wells Fargo & Company

Topic: Debt Settlement: Pro's, Con's and Unintended Consequences
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.

Biography:
Tom La Centra is a 12 year former executive vice president of Servicing & Collections for Wells Fargo’s Consumer Credit Solutions group. In this role, he and his 3,500 team members are responsible for supporting five Wells Fargo businesses by servicing consumer loans and working with customers facing payment challenges. His group managed servicing and collections for private-label credit cards, general-purpose credit cards, personal lines and loans, direct auto loans and student loans. His team also oversees overdraft deposit collections, the CCS executive office, credit bureau disputes and recovery. La Centra brings more than 35 years of experience in the credit industry to bear for his customers. He joined Wells Fargo in 1996 and has led teams in both customer service and collections throughout his career.
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Oscar Marquis
Oscar Marquis & Associates

Topic: Anti-Trust Attorney

Biography:
Oscar Marquis is the principal of the law firm, Oscar Marquis & Associates, which specializes in privacy and consumer reporting. He also serves as an Independent Legal Consultant to the international law firm of Hunton & Williams on credit reporting, GLB and other privacy matters.

Mr. Marquis served as General Counsel of TransUnion LLC, one of the three national consumer reporting agencies, for over 15 years, and was affiliated with Trans Union for over 24 years. At Trans Union, Mr. Marquis was responsible for all of the company's legal, government and public affairs. He served on the company's executive council and participated in all major strategic decisions and business initiatives. Prior to forming his current law firm, he was a partner in the Washington, DC law firm, Oldaker, Biden & Belair.
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John McNamara
Consumer Financial Protection Bureau

Topic: CFPB Rulemaking Updates
Hear the new BCFP rulemaking updates presented by John McNamara

Biography: John McNamara serves as the CFPB’s Assistant Director of Consumer Lending, Reporting, and Collections Markets. Mr. McNamara previously served in the same capacity in an acting role, and before that was the debt collection program manager at the Bureau. Prior to joining the Bureau, Mr. McNamara was the chief marketing officer for LiveVox, a provider of cloud contact center solutions, and was the president, chief executive officer, and co-founder of Fidelis Recovery Solutions, Inc. Mr. McNamara has over 30 years of experience working in the debt collection market. Mr. McNamara received his B.A. and M.B.A. from Kennesaw State University.



Chris Mitcham
SNAAC, LLC

Topic: Operational Success Strategies

Biography:
Chris Mitcham currently serves as the Senior VP of Servicing at Security National Automobile Acceptance Company "SNAAC". In this role he oversees all loan servicing, loss mitigation, recovery, and remarketing operations. With over 18 years of industry experience, he has directly managed the acquisition, origination, and/or servicing of over $4B in automotive receivables across the credit spectrum. Throughout his career, Mitcham has held leadership positions where he managed multiple relationships with major automotive finance companies providing complex specialty finance/capital solutions and portfolio acquisitions in the automotive space which includes powersports, livery leasing, and non-performing debt. Further experiences in the direct to consumer, risk management services, arena provides a holistic view of the greater consumer finance industry. Mitcham's background has provided deep knowledge in automotive and consumer credit, alternative banking solutions, risk management, specialty finance, and capital markets space.



Mark Naiman
Absolute Resolutions Corp.

Topic: Operational Success Strategies

Biography:
In his current position as President, Mark Naiman has been with Absolute Resolutions Corp. (a national debt buyer) for almost 20 years. Beginning his ARC career as Operations Manager, Mark worked his way from Vice President to Chief Operating Officer and finally to President/CEO in 2014. Responsible for creating and driving the position of ARC within the industry, as well as developing opportunities for growth, diversification and advancement, Mark works closely with the Chief Compliance Officer to ensure risk and relationship management with ARC clients. He has overseen all operational functions, including management of personnel, administration of policies, and supervision of the IS technology department. His experience with asset location, computer applications, design and advertising is key to the success of Absolute Resolutions Corp. Mark has been involved in the stratification of over 800 individual transactions, including the analysis behind the potential liquidation for over $20 Billion in purchased accounts. During his tenure at ARC, Mark has diligently managed spending and cost analysis well below expected amounts, while at the same time staying ahead of the curve in the implementation of new technologies and cost saving innovations. Mark has extensive experience in numerous computer applications, programming languages, collection software and skiptracing databases.
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Manny Newburger
Barron & Newburger, P.C.

Topic: It’s Not All About DC. Outside-the-Beltway Enforcement by State Attorneys General

Biography:
Manuel H. (Manny) Newburger is the Vice President of Barron & Newburger, P.C., a multi-state law firm with offices in Austin, Houston, and Dallas, Texas, Tampa, Florida, and Scarsdale, New York. He is also an Adjunct Professor at the University of Texas School of Law, where he teaches consumer protection law, and the President of Fair Debt Consultants, LLC, through which he provides training and management consulting services to the collection industry. Mr. Newburger is the principal author of Fair Debt Collection Practices: Federal and State Law and Regulation (Sheshunoff & Pratt). He is also the presenter of "The Compliant Collector Series", a three DVD series providing practical, real life training to boost compliance of collectors.



Daniel Nicol
BBVA Compass

Topic: Operational Success Strategies

Biography:
First, and foremost, I'm a husband and a father to a wonderful 5 year old daughter and 2 year old son. I'm a graduate of Auburn University with a B.S. in Economics. I began my career as a commercial lending portfolio analyst. I spent 4 years in the commercial portfolio realm growing from a newly founded team of 2 to managing a team of 6. From there I moved over to an enterprise risk management role in the first years of the CCAR process. Spending another 4 years in that role; I learned to see and analyze all angles of risk for a large regional bank. Ready for a change, I moved over to the retail side of the bank managing origination strategy for our unsecured term loan product. A year later I was asked to take on the analytics role in collections and recovery. I've spent the last two years directing the strategy and analytics of our collections and recovery team.



Tom Nusspickel
American First Finance

Topic: The New Norms of Agency Management
A discussion regarding the management of agency networks and a look at best practices to ensure success.

Biography:
Thomas (Tom) Nusspickel, Chief Operating Officer for American First Finance, has a 28-year career in the banking & financial services industry in executive-level roles directing Customer Service and Collections/Recovery divisions for credit originators, third-party servicers, and BPO companies. Tom began his management career with HSBC, serving close to 10 years running Collections & Recovery for three divisions.
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Jeremy Ruth
Arvest Bank

Topic: Recovery Management Network Moderator

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.

Biography: Jeremy has over 20 years of experience in consumer lending and collections. He has managed the consumer loan collection efforts in various capacities at Arvest Bank for the last 15 years. During that time the bank has grown from $2.5B to over $16B in assets. He oversaw the transition from a decentralized to a centralized collection environment, with an emphasis on improving compliance throughout the collection cycle. He oversees early stage through post charge off collections for consumer direct and dealer lending as well as small business commercial credits. Bankruptcy, repossession, foreclosure, loss mitigation, third party collections and vendor management are among his responsibilities. Prior to joining Arvest Bank he was a general manager for used automobile dealership specializing in sub-prime/in-house auto financing. Jeremy holds a Bachelor of Business Administration with a minor in Marketing.



Marian Sangalang
The Bureaus, Inc.

Topic: Best Practices in Debt Sales

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.

Biography:
As Vice President, Marian is chiefly responsible for the oversight and management of analysis and information technology systems of the Company. Her responsibilities span all of Company’s varied business functions and she is a Certified Receivables Compliance Professional. Marian is currently the President for RMA International and Co-Chair of the RMA International Federal Legislative Committee. Through her 30 plus years industry experience, she has kept The Bureaus, Inc. on the forefront of technology, developing proprietary tools including account level net present value modeling and data management systems. Marian has pioneered many software suites popular in the ARM industry. She works closely with developers to improve the products for business use. Her 2013 Ambassadors Award for her work with Interactive Intelligence on their Latitude collection software suite is representative of her dedication to partnering with industry peers to drive needed change.



Shawn Spratte
Canvas Credit Union

Topic: Operational Success Strategies

Biography:
Shawn Spratte is the Vice President of Loss Mitigation and Communication Center with Canvas Credit Union, in Lone Tree, Colorado where he is responsible for the direction, oversight, and the overall results of the Loss Mitigation and Communication Center Departments for the Credit Union. Shawn oversees all stages of collections, repossessions, remarketing, foreclosures, insurance, member solutions, and call center operational strategies.
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David Shaw
Colorado Attorney General’s Office

Topic: It’s Not All About DC. Outside-the-Beltway Enforcement by State Attorneys General

Biography:
Dave Shaw is an Assistant Attorney General with the Colorado Attorney General’s Office where he works in the Consumer Credit Enforcement Unit of the Consumer Protection Section. Mr. Shaw’s work consists of enforcing various finance related statutes, including the Uniform Consumer Credit Code, the Colorado Fair Debt Collection Practices Act, the Debt Management Services Act, the Credit Services Organization Act, the Fair Credit Reporting Act, and others. His most frequent industry interactions are with small-dollar lenders, retail finance companies, collection agencies, and debt management organizations. His goal is always to enforce compliance by working with businesses in a cooperative manner. Mr. Shaw came to the Colorado Attorney General’s office after a judicial clerkship and five years in the private sector. Before that, he graduated from law school at the University of Colorado and completed his undergraduate studies at the University of Wisconsin.
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Doug St. Peters
Navient, Inc.

Topic: The New Norms of Agency Management
A discussion regarding the management of agency networks and a look at best practices to ensure success.

Biography:
Doug St. Peters is Vice President of Portfolio Management for Navient (NASDAQ: NAVI) responsible for the company’s charged-off loan portfolios, debt sales, and collection agency outsourcing. Doug has 13 years’ experience in leadership roles within the accounts receivable management (ARM) industry. Doug’s managed-workgroup administers a $21 billion loan portfolio, contracts with over 30 collection vendors to produce over $2.4 billion in annual recoveries on behalf of private-sector and not-for-profit clients.
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Dan Vande Zande
Landmark Credit Union

Topic: Credit Union Peer Group
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.

Biography:
Dan Vande Zande has been in the Financial Services Industry for 20 years. He started as a Branch Manager back in 1999 with Marine Credit Union in Waupun, WI, where he had the opportunity to work all positions from the teller line to mortgages. Dan spent a year as the Operations Manager in 2005 for six branches before they merged with another Credit Union in 2006.
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Debbie Venderley
Servicing Solutions

Topic: The Auditor’s Role in a Constantly Changing World Roundtable
“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

Biography:
Debbie Venderley's current role as Head of Internal Audit, Vendor Management, and Quality Assurance is the most recent stage of a career in banking and collections that has spanned auto finance, mortgage, and unsecured debts. With a passion for contributing to the organization’s governance, she applies a systematic, disciplined, and risk-based approach to identifying opportunities for effective operational performance. She manages enterprise vendor risk life-cycle from RFP and risk assessment to onboarding and offboarding for a network of over 100 vendors.
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Marco Villarreal
Hyundai Capital America

Topic: Vendor Oversight

Biography: Marco Villarreal is an experienced automotive finance leader who currently manages several recovery operations teams over multiple sites for Hyundai Capital America. In addition to the recovery operations teams he manages, Marco is also responsible for the skip vendor network and Hyundai’s deficiency agency outsource network. Marco has spent the last 20 years in the auto finance space and is considered to be a leader in the industry, overseeing vendors and teams across multiple lines of business. Marco prides himself on leadership, family values, motivating his teams, and building strong, long lasting partnerships.



Shelly Votaw
Kohl’s Servicing and Operations Centers

Topic: Hiring in Today’s Job Market Roundtable
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.

Biography:
Shelly Votaw is currently the Sr. Manager, RMO Recovery and Operational Compliance for Kohl’s Servicing and Operations Centers. She has been in risk management operations and customer service for over 20 years. Shelly is highly motivated and learned many functions within Kohl’s (collections and recovery, agency and vendor management, fraud and specialty, and most recently compliance).
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Max Weinstein
The Office of Massachusetts Attorney General Maura Healey

Topic: It’s Not All About DC. Outside-the-Beltway Enforcement by State Attorneys General

Topic: Debt Settlement: Pro's, Con's and Unintended Consequences
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.

Biography:
Max Weinstein serves as Chief of the Consumer Protection Division in the Office of Massachusetts Attorney General Maura Healey. The Consumer Protection Division investigates unfair and deceptive business practices and brings enforcement actions pursuant to the Massachusetts Consumer Protection Act (M.G.L. c. 93A). Recent enforcement actions include: Commonwealth v. Equifax, No. 1784-CV- 3009BLS2 (Mass. Super. Ct., Sept. 9, 2017) (first and only state enforcement action holding Equifax accountable for its unprecedented data breach); Commonwealth v. Lustig, Glaser and Wilson, et al., No. 15-3852 (Mass. Super. Ct.., Jul. 20, 2017) (consent judgment against largest debt collection law firm in Massachusetts); Commonwealth et al. v. Devos, No. 17-1331 (RDM) (D.D.C., Jul. 6, 2017) (lawsuit, joined by 20 other attorneys general, against U.S. Dept. of Ed. for unlawfully rescinding student loan forgiveness rule); Commonwealth v. American Career Institute et al., No. 2013-CV-4128 (Mass. Super. Ct., Jun. 2, 2016) (consent judgment against for-profit school that served as the basis for $30 million in student loan forgiveness and refunds.)
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