 |
|
|
|
| |
|
|
|
| SCHEDULE |
| Tuesday - May 8, 2012 |
| 3:00 PM - 8:00 PM |
Early Registration |
| Wednesday - May 9, 2012 |
| 8:00 AM - 7:30 PM |
Registration |
| 8:00 AM - 4:30 PM |
Exhibitor Set-up |
| 8:00 AM - 2:00 PM |
Recovery Management Network Sessions (RMN) (Members Only) |
| 12:00 PM - 4:00 PM |
Margaritaville Networking Event - Sponsored by: VeriFacts, Inc.
Located in the Beach Bungalows at Mandalay Beach. Pool attire recommended. Wear your trendy bathing suit, cute cover-up, sunglasses, and flip-flops. Shorts are stylish too. No ties or slacks needed at the beach. This is a casual event.
|
| 3:00 PM - 4:30 PM |
Pre-Conference Collection and Recovery Benchmarking
Comparing industry standards and benchmarking to your organization can be difficult without knowing who participates and what's actually in the information. This gathering is for those with a serious interest in participating in a comprehensive study on benchmarking Collections and Recovery. Join our Collection and Recovery Benchmarking Advisory Group to determine the direction of a comprehensive benchmark project for 2012, based on your needs, expectations, and interests. |
| 3:30 PM - 5:00 PM |
Professional Women in the Collections Industry Network
This group meets during industry conferences and communicates throughout the year via conference calls. Their objective is to provide a safe environment for professional leaders of all levels, to meet other women in the industry and share valuable knowledge, experience and resources. Learn more about the organization at pwcinetwork.com or contact Paula Fox (Paula.Fox@probate-services.com) for more information. |
| 5:00 PM - 5:30 PM |
First Timer Orientation
Join other first-timers to meet and network, and learn ideas to maximize your conference experience. |
| 5:30 PM - 7:30 PM |
Opening Reception and Exhibits
Sponsored by: American Recovery Service |
| Thursday - May 10, 2012 |
| 8:00 AM - 9:00 AM |
Continental Breakfast - Exhibit Hall
Sponsored by: CareOne Services, Inc., and Collectcorp |
| 8:50 AM - 9:00 AM |
Opening Remarks
Judy Hammond, President, Resource Management Services, Inc. |
| 9:00 AM - 10:00 AM |
Keynote Session - Challenges and Opportunities in a Changing World
Tom Oliver, Associate Director for Recovery, Bankruptcy and Fraud Management, Hyundai Capital America
Description: "Challenges and Opportunities in Our
Changing World" continues to be an
appropriate theme for 2012. As we look
to the future, Tom Oliver will address the
often times conflicting goals and motivations
inherent in our current operations. Learn
how to minimize the hidden roadblocks
when vendors and creditors' goals conflict.
Tom identifies the top ten mistakes vendors make – over
and over, as well as the top ten credit grantor errors in managing their back end portfolios. Gain from the discussions of what to avoid, and learn to optimize results. |
| 10:00 AM - 10:30 AM |
Morning Break and Networking - Exhibit Hall |
| 10:30 AM - 11:30 AM |
Regulatory and Political Updates – Get Ready for Significant Change
Bob Belair, Arnall Golden Gregory LLP
Stuart Pratt, Consumer Data Industry Association
Description: The Consumer Financial Protection Bureau was created in 2010 as part of the Dodd-Frank financial reform package that Congress
enacted after the financial meltdown of 2008. The Senate passed this legislation, but Republicans were opposed to it and they tried to kill it behind the scenes by refusing to vote on the appointment of a director for the agency. The way the bill was written, the bureau was powerless to function without that director at the helm. President Obama recently made news with his decision to appoint a director for the new Consumer Financial Protection Bureau without the approval of the US Senate. Now that a director, Richard Cordray, is in place, the bureau will play a leadership role in terms of regulating pay day lenders, going after predatory lending practices and curbing what they
see as some of the worst abuses in terms of credit card and debit card practices. How will his appointment impact the collections industry?
Mr. Belair and Mr. Pratt have spent many years in Washington, D.C. addressing issues important to our industry, their insight on the
CFPB and other regulatory bodies will be eye-opening. |
| 11:30 AM - 12:00 PM |
Operations Performance Model
Ken Evancic, Vice President, Resource Management Services, Inc.
Description: Have you ever experienced a time when your collections strategy identified the right person to call, the dialer attempted the call at the right time, the collector received the contact, and did not know exactly what to do with the customer? After listening to thousands of calls, we've determined this happens more often than you would like in both creditor pre-charge-off collections operations and in third party collections agencies. The Operations Performance Model approach is structured in a way that will walk you through the multiple components of a successful collection operation. Introduce yourself to this successful methodology and learn some tips and techniques for optimal performance results. |
| 12:00 PM - 1:30 PM |
Networking Lunch in Acacia Ballroom and Dessert in Exhibit Hall |
| 1:30 PM - 2:15 PM |
Technology: The Good, The Bad, The Ugly - Speaker TBD
Description: Networking Lunch in Acacia Ballroom and Dessert in Exhibit Hall Hear ideas from industry insiders about what is working, and what may not be. Hear stories of success for new technology, and ways to incorporate them into our operations to maximize results, and productivity. |
| 2:15 PM - 3:00 PM |
Strategic Vendor Management - Speaker TBD
Description: Managing vendors during these economical times can be a daunting task. How can you improve the performance of your collection and recovery vendors? What strategies, operational structures, and tools can be applied to strengthen this business partnership that is critical to the success of your operation? Also, what to do when strengthening the relationship is not the answer. When is it time to move on? Hear two creditor's perspectives.
|
| 3:00 PM - 3:30 PM |
Afternoon Break and Networking - Exhibit Hall |
| 3:30 PM - 5:00 PM |
Concurrent Session: Auto Finance Peer Group Member Roundtable Session (Members Only)
Facilitated by: Jay Cocchiara & Kelli Edmonds - Chase Auto Finance
Description: 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, Kelli Edmonds and Jay Cocchiara of Chase Auto Finance will facilitate 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 PM - 4:15 PM |
"It's About the People" Panel
Manny Newburger,Barron, Newburger & Sinsley, PLLC
Description: The best strategies, the most expensive equipment, analytics, technology… they all take a back seat to your number one important asset – your people. Hear some of the challenges identified from listening closely to collection calls. Learn ways to help collectors maximize their potential while working with them on technique, compliance issues and negotiating skills. |
| 4:15 PM - 5:00 PM |
What's New
Facilitated by: Judy Hammond, President, Resource Management Services, Inc.
Description: Ever find it difficult to keep up with the fast pace of changes in our industry? This session will provide an overview of the latest strategies, concepts, product launches and services available. Sometimes what's old is new again, and in contrast, hear about technology advances and service offerings that may change the way we work. This segment provides a variety of ideas meant to fuel your imagination for maximizing results from your delinquent accounts. |
| 5:00 PM - 7:00 PM |
Cocktail Reception and Key Boxes - Exhibit Hall |
| Friday - May 11, 2012 |
| 8:30 AM - 10:00 AM |
Full Breakfast - Champagne, Bloody Marys and Peer Networking |
| 10:00 AM - 11:45 AM |
Creditor's Roundtables: Pick 3 Roundtables to Join
30 minutes each: 10:00 AM - 10:30 AM, 10:35 AM - 11:05 AM, 11:10 AM - 11:45 AM.
In addition to the quality speakers in our main conference sessions, the Creditors 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.
Pick 3 of the following: |
| |
Auditing Agencies
Bev Evancic, Resource Management Services, Inc.
Description: The creditor has not only the right, but also the responsibility, to audit and review the agency performance. An operational review is an on-site evaluation of an agency's performance in key operational areas. It provides both an efficiency study and a compliance measurement that can be used by the creditor as a management tool. Join this round table to find out more. |
| |
Collection Metrics & Benchmarking
Tom Shaffer, Commerce Bank
Description: Collector productivity, core management, and executive-level metrics represent the foundation of solid collection and recovery reporting. These metrics coupled with industry benchmarking will provide you with a comprehensive understanding of the performance of your Collections and Recovery organization. |
| |
Compliance - Auditing Foreclosure Attorneys
Brian Donahue, BBVA Compass Bank
Description: What due diligence are you doing prior to referring business to a law firm? Are they completing a questionnaire? Did the firm sign a contract, service level agreement or just an engagement letter? Did you provide work standards? Are you inspecting what you expect from your Attorney network? Are letters being sent in the proper / acceptable time frame? Is the work effort meeting your expectation? Are the invoices and charges accurate? How often are you going to audit and inspect the work (on-site or remote) ? What is the sample size of accounts reviewed? Insurance and licensing meet your requirements? Is Foreclosure Judicial or Non Judicial- is amount billed correct and all charges reflected on customers account? Discuss best practices on staying current with changes with laws and regulations and ensuring firms are doing the same. Monitoring performance and coaching, disciplinary or corrective action plans when issues occur.
|
| |
Debt Buying and Selling
John Russo, CashCall, Inc.
Description: The subject of Buying and Selling debt has been discussed by several people and groups at a few different conferences. My approach will be different, because I've done both – Purchased directly from lenders, brokers and auctions sites. As of April 2011 I've been selling directly for CashCall, Inc., a National issuer of unsecured loans. I would like to use the article I wrote for Commercial Law League of America in 2008 as my opener. This article talks about who, what, where, why and how…to buy debt so, please bring your thoughts and questions. I know we can leave CRS2012 with a better understanding of this topic. I'm offering my 22 years of credit and collections knowledge to start the ball rolling. |
|
Deceased Collections
Teresa Granberry, Service Corporation International
Description: Collecting a debt following a death can be a precarious task. The account holder may be experiencing unrelenting grief having just lost a loved one. Consequently, they may not yet be willing to face their responsibility for a debt owed. As a creditor, you have fulfilled your end of the bargain. And, you may not have the time or the resources to be a grief counselor! What can be done to bridge the gap between grief and responsibility? During this session you will learn three particular techniques that will assist in post-death collections. |
| |
Optimal Collection Coaching
Ken Evancic, Resource Management Services, Inc.
Description: Optimal Collection Coaching – What if you had the coaching tools to engage that magic middle of collection performers, reduce attrition, as well as increase abilities and span of control for front-line managers? Learn what happens in most collection organizations, and how to improve collection performance and results in yours. Discuss the differences between team approaches and the collector ownership approach. |
| |
Pre-Charge Off Collections
Andrew Soros, Nissan Motor Acceptance Corp.
Description: With over 25 years of experience in collections, bankruptcy and recovery, Andrew Soros has a multitude of ideas and success stories to share regarding pre-charge-off collection efforts. Learn ideas and discuss past challenges and outcomes, as well as current directions and future opportunities with this industry expert.
|
| |
Small/Micro Balance Collection and Recovery Strategies
Stephen Alexander, Associate Director of Payment Solutions with Direct Brands, Inc
Lauren Miller, Vice President of Payment Solutions with Direct Brands, Inc
Description: Looking to maximize payments of small/micro balance receivables? The panel will discuss internal billing treatments; as well as external strategies used for primary through quad collection efforts and debt sale programs. Gain a greater understanding of the challenges small balance creditors face and walk away with key tools used to combat these challenges. Find out how to effectively use various communication vehicles, including: first party collection calling campaigns, email correspondence, and bill statements. The discussion will also cover external collection best practices, including agency selection and performance guideline criteria.
|
| |
Unclaimed Funds
Tara Cunny, Volkswagen Credit
Description: Unclaimed funds are an untapped recovery opportunity for every creditor. In this Roundtable, I will show you how to search for these funds yourselves and how easy it is to file claims. What is unclaimed Funds? Unclaimed property (sometimes referred to as abandoned) refers to accounts in financial institutions and companies that have had no activity generated or contact with the owner for one year or a longer period. Common forms of unclaimed property include savings or checking accounts, stocks, uncashed dividends or payroll checks, refunds, traveler's checks, trust distributions, unredeemed money orders or gift certificates (in some states), insurance payments or refunds and life insurance policies, annuities, certificates of deposit, customer overpayments, utility security deposits, mineral royalty payments, and contents of safe deposit boxes.
|
| |
A partial list, more to be announced... |
| 11:45 AM - 12:00 PM |
Laptop Drawing and Closing Remarks |
| 12:00 PM - 1:00 PM |
Box Lunch - Conference Concludes
(Stay, eat and enjoy with peers, or grab your lunch box to go.)
|
|
|
 |
Collection and Recovery SolutionsSM 2011 is a service mark of Resource Management Services, Inc.
Resource Management Services, Inc. - 10440 Pioneer Blvd., Suite 2 - Santa Fe Springs, CA 90670
Phone: (562) 906-1101 - Fax: (562) 906-1212 - Email: CRS@resourcemanagement.com |
|
