Collection and Recovery Solutions
Speaker Topic and Biography


Chris Bennett
BMW Financial Services (China)
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 a 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.
Read More »



Michael Cassidy
Prosper Marketplace

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

Biography:
Michael is the VP, Collections & Recovery for Prosper Marketplace. 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.
Read More »



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 - Validating Compliance, Collection Effectiveness and Consumer Experience 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.
Read More »



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.
Read More »



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).
Read More »



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".
Read More »



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).
Read More »



Matt Justice
Professional Bureau of Collections of Maryland Inc.

Topic: Millennial Peer Group - Kickoff Meeting (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.



Pete Klipa
National Foundation for Credit Counseling

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

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.
Read More »



Tom La Centra
Retired Executive Vice President Collections and Servicing Wells Fargo & Company

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

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.
Read More »



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.
Read More »



Chris Mitcham
SNAAC, LLC

Topic: Operational Success Strategies - Creditor Panel

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.



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 - Creditor Panel

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.
Read More »



Tom Pahl
Bureau of Consumer Financial Protection
Topic: BCFP Rulemaking Updates

Biography:
Thomas B. Pahl is the Policy Associate Director of Research, Markets, and Regulations at the Bureau of Consumer Financial Protection. Before joining the Bureau, he was the Acting Director of the Bureau of Consumer Protection at the Federal Trade Commission, where he also served in a number of other senior policy roles. He was a Managing Counsel in the Bureau’s Office of Regulations and Counsel for the Senate Judiciary Committee under Chairman Orrin Hatch.
Read More »



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.



Shawn Spratte
Canvas Credit Union

Topic: Operational Success Strategies - Creditor Panel

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.
Read More »



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.
Read More »



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.
Read More »



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.
Read More »



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.
Read More »



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).
Read More »



Collection and Recovery Solutions

All images and content, unless otherwise noted, are copyrighted and a product of Resource Management Services, Inc., and may not be used without permission.
Some artwork is trademarked and copyrighted by their respective owners and noted where known.
No images or content on this site may be reproduced or distributed without consent of Resource Management Services, Inc. or the copyright holder.
CRS2019SM and Collection and Recovery SolutionsSM are service marks of Resource Management Services, Inc.
10440 Pioneer Blvd. Suite 2, Santa Fe Springs, CA 90670. Contact 562-906-1101 if there are any questions.