Speaker Topic and Biography


Bob Belair
Arnall Golden Gregory LLP
Topic: Washington and Regulatory Update
Keeping up-to-date with Washington, and the regulatory and legislative changes that affect our world can be a complex, and often difficult task. This panel moderated by Bob Belair will address regulatory concerns and changes as well as what's new in Washington.

Biography:
Robert R. Belair is a partner and practice leader of the Privacy Practice and co-chair of the Government Relations Practice at Arnall Golden Gregory LLP. Mr. Belair is the Managing Partner of AGG's D.C. office. He is an internationally recognized privacy lawyer with more than three decades of experience and is a frequent writer and speaker on privacy topics.

Mr. Belair focuses his practice on advising clients with all aspects of the privacy policy cycle. This has included drafting legislative language, submitting public comments, and engaging Hill and agency staff on the development of privacy policy. Mr. Belair also focuses his practice on consumer regulatory matters including advising clients on Fair Credit Reporting Act and Fair Debt Collections Practices Act issues and representing clients before the Federal Trade Commission, the Consumer Financial Protection Bureau and the Equal Employment Opportunity Commission. Read More »



Melissa Benitez
First Flight Federal Credit Union

Topic: Collections: Techniques & Tactics
Third-party collectors often utilize multiple collection tactics, processes and procedures to increase recoveries. These same collection approaches can effectively be implemented within your internal collection’s department to reduce delinquency and increase collections. Best practices may not may not work every time, or for your company, but share thoughts and ideas about strategies and approaches for collections and subsequently recovery.

Biography: Melissa Benitez has over 9 years’ experience in the collections industry operating as both a collector for a third-party law firm and now the Senior Manager of an internal collections department that utilizes in-house collection processes, repossession, and recovery and the management of third-party collection vendors. Melissa has worked in the legal sphere of third party collections with extensive experience in strategy and skip tracing in addition to legal collections. Melissa has designed and implemented strategies in legal collections to determine the effectiveness of lawsuits. Melissa has also designed training programs for new and experienced collectors.



Gary Bradt
Business Motivator and Author of The Ring in the Rubble

Keynote: The Ring in the Rubble: Dig Through Change and Find Your Next Golden Opportunity
The Ring represents the golden opportunity every change creates. The Rubble represents the disruption, fear and uncertainty that change often stirs up. Your job as a leader is to find the Ring. Bradt's job is to show you how. Specifically, you'll be given ten tools, or strategies and tactics for finding opportunity within every change. You will hear inspiring stories and real-life examples of how other leaders have used these tools to turn change and tough times into amazing opportunities. You'll leave this presentation challenged, inspired and armed with practical ideas and actions to better embrace and lead change.

Biography: Dr. Gary Bradt is an author, clinical psychologist, leadership consultant, C-Suite executive coach and speaker on the topic of adapting to and leading through change. Dr. Bradt gained national attention in 2000 when Dr. Spencer Johnson, the renowned author of Who Moved My Cheese? An Amazing Way to Deal with Change in Your Work and in Your Life chose him as the leading speaker on the message of that blockbuster best-selling book which has sold over 20 million copies worldwide. “Cheese” gave thousands of people the chance to get acquainted with Gary’s extraordinary ability to cut through their frustration and fear and get to the heart of the matter; delivering powerful tools that help them adapt when going through change.
Read More »



DeAnna Busby-Rast
DCM Services, LLC

Topic: The Contact Channels Have Changed
As a consumers choice of contact preferences change-how do businesses adapt? With only 60% of households still use a landline phone what the best method I should use to contact my customer? Is it Chat, Email, Text Messaging or Mail? What do I need to watch out for from a compliance perspective? Come and hear from our panel about these keys areas and bring your questions.

Biography: DeAnna is the Senior Vice President of Business Development and Marketing at DCM Services in Minneapolis, MN. DeAnna brings more than 25 years of marketing, sales, executive account management and training experience. During her career, she has specialized in domestic and international sales as well as defining marketing, sales, and product development strategies.

DeAnna is known as an expert in the receivables industry and is highly recognized as a consultative partner. DeAnna seeks to understand long-term business goals and service expectations of her clients and regularly customizes solutions that are new and innovative to meet the changing demands of our industry and her clients.

DeAnna received a Bachelor of Arts in Marketing Management from Bellevue University.



Barry Dumser
First Citizens Bank

Topic: Working with Deceased Borrowers
We will discuss the issues and decisions needed when a creditor or debt collector finds that an debtor/obligor has died. Open lines of credit as well as all other type of debts. Dealing with the bereaved, locating and filing claims against the estate, negotiating settlements, handling other obligors on the debt, etc. will be discussed and tactics suggested.

Biography: As Senior Vice President of First Citizens Bank, Mr. Dumser manages the Default Litigation Unit comprised of Bankruptcy and Deceased Borrower matters for First Citizens Bank and Trust Company in addition to In-house Counsel to the Credit Resolution Group which includes all aspects of defaulted Consumer and Commercial loans and mortgages.

With a B.S. in Economics from Wharton School of Finance and Commerce, University of Pennsylvania, an M.B.A. from Boston University, and a Juris.Doctorate from the University of Baltimore, Barry has decades in the accounts receivable field, as a creditor, and as a debt collector. He has also managed collections and recoveries for a large Mid Atlantic healthcare insurer, litigated hundreds of cases as a Creditor's Rights attorney and was General Counsel to one of the largest debt buyers. Barry has extensive experience in unsecured, collateralized, and consumer purpose and commercial loans.

Barry and his wife, Sandra McShea (also a licensed attorney) live on their farm in the Pinehurst North Carolina area where they breed and sell Connemara Ponies.



Kelli Edmonds
Axcess Financial Services, Inc.

Topic: 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 Director of Outsourced Collections for Axcess Financial Services, Inc. in Cincinnati, OH. Kelli started her career in the credit and collections industry over 25 years ago, and has held various leadership roles with Chase Auto Finance, Citibank, GE Capital and Sallie Mae. Kelli is Green Belt certified and has a Bachelor’s degree in Business Management from Emporia State University.



Beth Erickson
Great Lakes Higher Education Guaranty Corp.

Topic: Consumer Complaint Handling
Protest, Objection. Grievance. Grumble. All synonyms of the word “Complaint”. We all get them. What do you do with them? Where are they coming from? The CFPB’s expectation is that an entity be responsive and responsible in handling consumer complaints and inquiries. Intelligence gathered from consumer contacts should be organized, retained, and used as part of an entities compliance management system. Tracking trends should lead to corrective actions. Join this roundtable discussion to get some helpful tips on creating and maintaining the components of an optimal complaint management system. Already have a complaint management system? Bring your ideas to share.

Biography: Beth has been responsible for supporting Great Lakes delinquency prevention, default aversion, default collection activities for 13 years and oversees the day to day operations of Great Lakes Guaranty contact centers. She was integral in the success of Great Lakes Voluntary Flexible Agreement with the U.S. Department of Education. For many years, Beth was involved in a number student loan industry initiatives, including the creation and implementation of Common Account Maintenance (CAM/CCI) an industry wide common data file exchange process. Beth has been involved with many guarantor transfer data conversion projects, as well as guarantor business partner conversions and ongoing operational support to those guarantors. Beth drives many strategic process and system improvements and participated in the creation of a comprehensive complaint management system for the company. Beth has been with Great Lakes for over 21 years and holds a Computer Science degree.



Bev Evancic
Resource Management Services, Inc.

Topic: Pre-Conference - Third Party Vendor Auditing - 2-Day Workshop

Topic: Call Monitoring as an Audit Tool
The analysis of vendor calls can be the impetus to the development of a more robust and strategic audit strategy. Learn ideas for sampling and call monitoring techniques and formats. From basic reviews, to comprehensive call monitoring and vendor follow up, hear ideas to develop a call monitoring program or to enhance your current call monitoring efforts. Most importantly, discuss ideas on how to apply lessons learned from call monitoring to your overall audit plans.

Biography: Bev Evancic has almost 20 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.

As a Consultant for Resource Management Services, Inc., Bev has spearheaded collection and recovery best practices reviews for many top credit grantors. Her articles on dialer operations, agency management and bankruptcy best practices have been widely publicized.

Prior to joining Resource Management Services, Inc. in 1995, Bev managed the Recovery Department for AT&T Universal Card Services where she reengineered the bankruptcy, probate, internal and litigation processes.



Ken Evancic
Resource Management Services, Inc.

Topic: Pre-Conference - Third Party Vendor Auditing - 2-Day Workshop

Topic: Vendor Performance Management and Oversight
Join this panel of peers to discuss managing agency performance, appropriate oversight, market share allocations, trends and techniques. Managing vendors during these economical times can be a daunting task. How can you improve the performance of your collection and recovery vendors while insuring compliance with all regulations? Hear discussion about oversight strategies, operational structures, and tools that can be applied to strengthen this crucial business partnership.

Topic: Collection Production Metrics
Optimal collection results are a product of a solid collection strategy delivered by a strong group of collectors and managers. Learn how to develop and measure an end to end collection strategy that ensures optimal performance and compliance. Engage your customers in a way that is most effective in solving their financial problems. Support your collection operation with people who understand the strategy, know how to interact with your customers, have information available to fine tune their collection approach, and are rewarded for helping consumers solve their financial difficulties.

Biography: Ken Evancic is a collections veteran with over 20 years experience, managing more than 1200 collectors, and multiple portfolio types. 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 »



Beverly Fritton
Silver State Schools Credit Union

Topic: From The Credit Union Perspective
Discussing the difference in Credit Union philosophy of membership versus the customer, and the concept of credit union loyalty to their members. This session will look at the lending model for members a little differently than other financial institutions and even after a loan goes bad, the resurrection of the membership.

Biography: Hired as the Collection Manager, with the responsibility of reorganizing the Collection Department and reducing the delinquency and charge off on non-residential loans. Responsible for the collection and recovery of loans as well as all the rehab of the REO’s. Loan Servicing responsibilities include just about any situation you can think of on any loan that is in the portfolio, real estate or non real estate, including mediations and small claims recovery. Instituted a new collection platforms, set up an in house recovery program, automated numerous manual processes on the real estate side, and placed all of our charged off accounts and judgments with several different agencies. Previously, Bev was Regional Collections Trainer for Wells Fargo Dealer Services, responsible for coordinating the new hire training, refresher training and one-on-one staff training.



Alissa Gardenswartz
Deputy Attorney General
Consumer Protection Section
Office of the Colorado Attorney General

Topic: Washington and Regulatory Update
Keeping up-to-date with Washington, and the regulatory and legislative changes that affect our world can be a complex, and often difficult task. This panel moderated by Bob Belair will address regulatory concerns and changes as well as what's new in Washington.

Biography: Gardenswartz joined the Colorado Attorney General’s Office in January 2007 as an Assistant Attorney General in the Consumer Fraud Unit. She worked a wide variety of antitrust cases, as well as consumer, mortgage, and charitable fraud cases. In 2012 she became a Senior Assistant Attorney General in the same Unit and, in 2014, was appointed the First Assistant Attorney General over the Antitrust, Tobacco, and Mortgage Fraud Unit.

Gardenswartz earned her undergraduate degree at U.C.L.A in 1992 and her law degree from the University of Chicago in 1996. She spent four years working as an antitrust attorney at the Federal Trade Commission and then at the national law firm Clifford Chance in Washington D.C. before moving to Colorado in 2004 where she became a senior associate at Wheeler Trigg Kennedy LLP.



Mike Ginsberg
Kaulkin Ginsberg

Topic: What's Happening - What's New!
The U.S. accounts receivable management industry is undergoing a lot of change, and it can be difficult to keep up. Join Mike Ginsberg, President and CEO of Kaulkin Ginsberg, as he breaks down the latest developments affecting key market segments, economic trends, and regulatory compliance, and looks ahead to what you can expect for the second half of 2016 and beyond.

Biography: Mike Ginsberg is President and CEO of Kaulkin Ginsberg, providing industry-leading M&A and strategic advisory expertise to the ARM industry for more than 20 years. Mike is an active member of ACA International, DBA, NARCA and the Association for Corporate Growth. He sits on the advisory boards of several industry associations and publications. He is a frequent speaker on important industry issues and is often interviewed as an industry expert by the trade, financial, and consumer media. Mike writes a regular blog about the industry. Mike has been the recipient of numerous industry awards including the National Association of Retail Collection Attorneys’ Don Kramer Award, which recognizes leaders who have made a positive impact on the ARM industry. He has also been recognized by Collection Advisor, a leading trade publication, as one of the industry’s “Most Influential Professionals for 4 years in a row.” Mike and his wife Tammi, and their children Zachary and Matthew live in Maryland.



Judy Hammond
Resource Management Services, Inc.

Topic: Opening Remarks

Biography: Judy Hammond is founder of two corporations, Resource Management Services, Inc., founded in May 1986, and The Debt Marketplace, Inc., founded in 1994. Both corporations specialize in consulting and serving the collection and recovery industry.

As President of Resource Management Services, Inc. , she has more than 25 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 collection agencies and attorneys.

She has worked generally with the top banks/financial institutions, utilities and telcoms, (and their vendors) and has conducted Best Practices projects through Visa, USA.
Read More »



Colin Hector
Federal Trade Commission
Topic: Washington and Regulatory Update
Keeping up-to-date with Washington, and the regulatory and legislative changes that affect our world can be a complex, and often difficult task. This panel moderated by Bob Belair will address regulatory concerns and changes as well as what's new in Washington.

Biography:
Colin Hector is a staff attorney in the Federal Trade Commission’s Division of Financial Practices. In that role, Mr. Hector has led or second-chaired several debt collection cases, including matters in which the FTC has obtained an ex parte temporary restraining order, appointment of a receiver, and an asset freeze over defendants’ bank accounts. He also has drafted Congressional testimony on the FTC’s debt collection program, led debt collection targeting efforts, and been a member of the FTC-CFPB working groups related to debt collection enforcement and rulemaking. He received his law degree from Berkeley Law, where as a student he authored a comment on the FDCPA and new technologies that was published in the California Law Review.



Todd Langusch
TECH LOCK, Inc.
Topic: 4th Party Due Diligence - Expectations of Vendors
With Insiders and Vendors continuing to be a lead cause of data breaches it is no wonder why the CFPB released their Service Provider Bulletin to set the expectation that supervised banks and nonbanks oversee their business relationships in a manner that ensures compliance with Federal consumer financial law. In addition, regulatory bodies including the Office of the Comptroller of the Currency (OCC) have made clear that when a bank outsources functions to third parties, the bank is still responsible for managing risks associated with those functions even when their third party outsource certain functions (Letters, data scrubs, skip tracing, staff, etc.) to yet another company. “A bank’s use of third parties does not diminish the responsibility of its board of directors and senior management to ensure that the activity is performed in a safe and sound manner and in compliance with applicable laws,” says OCC Bulletin 2013-29. Despite the clear law and frequent reminders, Third & Fourth Party Risk continue to be a challenge for banks and creditors as noted in the recent New York Department of Financial Services (NYDFS) cyber security report. Join Todd Langusch as he unlocks the secrets to successful Fourth Party Risk Management and also roadmaps the current pitfalls.

Biography:
Todd is the President of TECH LOCK, Inc. and he has over 25 years of privacy, information security, and information technology experience and has held over 25 different information technology and data security certifications. Currently, Langusch works with organizations of all sizes within the Credit and Collections Industry with their regulatory compliance programs and information technology innovation. He specializes in Collection Systems Technology, business processes, and holistic information security; mapping requirements for multiple regulatory and industry standards in a single project. Recently, Todd created a new innovative Compliance Audit that overcomes the deficiencies in today’s audits that Creditors can use to evaluate the compliance of their Third Parties. Todd has a strong background within the Collection and Debt Purchasing Industry, holding top IT leadership positions at several large debt buyers and has performed over 800 security assessments in the asset receivables industry. Most recently, he served as Chief Information Officer for Asset Acceptance Capital Corp (AACC). While at AACC, Langusch evaluated over 300 over their service providers and found a near 100% third and fourth party compliance failure rate. Given Todd’s roles as CIO of large debt buyers and as an independent auditor, Todd has a unique perspective to offer on compliance of third and fourth parties.

Langusch is an ACA International Certified Instructor, member of Information Systems Audit and Control Association (ISACA), Information Systems Security Certification Consortium (ISC2). TECH LOCK is an approved DBA International Auditor.



Mark Mallah
LiveVox, Inc.

Topic: The Contact Channels Have Changed
As a consumers choice of contact preferences change-how do businesses adapt? With only 60% of households still use a landline phone what the best method I should use to contact my customer? Is it Chat, Email, Text Messaging or Mail? What do I need to watch out for from a compliance perspective? Come and hear from our panel about these keys areas and bring your questions.

Biography: Mark Mallah is General Counsel for LiveVox. He works directly with numerous legal and business leaders across the industry on a regular basis to navigate the changing regulatory environment, closely monitoring FCC rulings, court decisions, and regulatory developments, and then gauging their impact on in-house and outsourced contact center operations.

In addition to helping leaders shape risk mitigation strategies, Mallah has also been a key speaker at numerous financial services and ARM industry events alongside industry legal and operations executives.

Mr. Mallah joined LiveVox in 2010 with more than 20 years of wide-ranging legal experience spanning commercial transactions, compliance, litigation, and law enforcement.



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 and 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 Trans Union 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 »



John McNamara
Consumer Financial Protection Bureau

Topic: Washington and Regulatory Update
Keeping up-to-date with Washington, and the regulatory and legislative changes that affect our world can be a complex, and often difficult task. This panel moderated by Bob Belair will address regulatory concerns and changes as well as what's new in Washington.

Biography: John McNamara is the Debt Collections Program Manager for the Consumer Financial Protection Bureau. John is a member of the Installment Lending and Collections Markets team in the CFPB’s Division of Research, Markets and Regulations. He serves as a subject matter expert on debt collection practices and as a liaison between the CFPB and both the collection industry and consumer advocates.

Prior to joining the CFPB, John was Chief Marketing Officer for LiveVox and director/co-founder of Fidelis Recovery Solutions, Inc. He is a 31-year accounts receivable management (ARM) and call/contact center veteran, experienced in all phases of collections, recovery and call center operations with deep focus on technology, process improvement and compliance management systems. Before joining LiveVox, John was COO for Asset Management Outsourcing, Inc., SVP of Banking and Retail Operations for First Data Corporation’s ARM unit, Nationwide Credit/ACB, and VP of Operations for United Recovery Systems, LP.
Read More »



Mark Naiman
Absolute Resolutions Corp.
Topic: Collection and Consent Order Compliance – Tips on Navigating the Rules Imposed by Recent Consent Orders
Using consent orders imposed on major creditors, debt buyer and collection law firms, the CFPB has effectively imposed a set of collection “rules” relating to data integrity, debt substantiation, dispute handling, affidavit processes and “meaningful involvement” of attorneys. While the consent orders may not be “binding” on your company, all creditors, debt buyers, agencies and law firms are likely to be held to these new standards. In this session, learn more about the CFPB’s expectations and how they may impact your own practices.

Biography:
Mark Naiman joined Absolute Resolutions Corp. as Operations Manager in September 2001. As a result of the company’s tremendous growth, Mark was promoted to Vice President in 2003, to Chief Operating Officer in April 2005, and finally President/CEO in 2015.

In his position as President / CEO, Mark is responsible for all facets of Operations at ARC including management of personnel, administration of policies, supervision of the IS technology department responsible for all preparation of data and data analysis, and overseeing the compliance department. His experience with asset location, computer applications, design, advertising, and sales is a tremendous benefit to Absolute Resolutions Corp. Mark has been consistently involved in the stratification of over 700 individual transactions, and the analysis behind pricing and expected liquidations for over 17 Billion in purchased accounts. Mark is also a frequent speaker on topics ranging from Data Security, Operational Best Practices, Historical Industry Analysis, Encryption Methodology, and Relationship Building.

Currently, Mark serves as President Elect for DBA International, prior to that he served as the Chair of the Public Relations & Marketing committee for the DBA International Certification Task Force, and continues to teach the Certification Primer course.



Tomio Narita
Simmonds & Narita LLP
Topic: Collection and Consent Order Compliance – Tips on Navigating the Rules Imposed by Recent Consent Orders
Using consent orders imposed on major creditors, debt buyer and collection law firms, the CFPB has effectively imposed a set of collection “rules” relating to data integrity, debt substantiation, dispute handling, affidavit processes and “meaningful involvement” of attorneys. While the consent orders may not be “binding” on your company, all creditors, debt buyers, agencies and law firms are likely to be held to these new standards. In this session, learn more about the CFPB’s expectations and how they may impact your own practices.

Biography:
Tomio B. Narita is a partner with the California law firm, Simmonds & Narita LLP. His practice focuses on defending creditors, debt buyers, collection law firms and collection agencies in consumer litigation pending in California and in states throughout the country, including in class actions arising under the Fair Debt Collection Practices Act (FDCPA), the Fair Credit Reporting Act (FCRA), the Telephone Consumer Protection Act (TCPA), and other federal and state laws governing the collection process. Tomio also provides compliance advice relating to collection issues and is a frequent speaker at events relating to the collection industry.



Richelle Rocazella
Credit First National Association

Topic: Leadership and Building Teams
Strong leaders provide vision, encouragement and recognition. Leaders do more than just manage, leaders build trust and seek to find strategic solutions to industry challenges. This discussion will focus on how to be a leader and build strong teams in a heavily regulated and ever changing environment. Gain insight on what makes a great leader and how this transforms into committed teams and continued success.

Biography: Richelle Rocazella is the Director of Collection Strategies at Credit First National Association, Bridgestone Credit Division. With over 25 years in the credit and collection industry, Richelle has held a variety of leadership positions within the banking, retail private label and 3rd party agency sectors. Her experience ranges from executive positions in collections and client management, to managing enterprise system development and implementations.
Read More »



Andrew Schorn
USAA Federal Savings Bank

Topic: Culture Training and Goal Alignment to Achieve Partnership
Building a strong foundation between issuers and agencies should be based on setting goals where the success of either is tied to the success of both. Being able to quantify and articulate a strong set of clear objectives, supported by simple reporting and milestones is the basis upon which this foundation is strengthened. This session will discuss different approaches to ensure the goal linkage, discuss simple measurements that support the goals, and generally discuss building a partnership based on mutual success.

Biography: Schorn brings nearly 30 years of hands-on industry and operational experience to his role at USAA. As the leader of Agency Management in the Federal Savings Bank, Schorn leads the outsource agency vendor performance management team.

Prior to joining USAA, Schorn worked as a Consultant to the financial services industry where he provided reviews and operational expertise to both US and UK based banks in the credit card, mortgage, home equity, auto collection and loss mitigation operations areas.

Prior to Consulting, Schorn has worked as the senior leader of outsourcing and collection operations at debt buyer and credit card operations, IDT Carmel, Chase Card Services, Fleet Bank, AT&T, GE Capital, and Citibank, where he managed multi-billion dollar portfolios.



Alex Siotos
Experian

Topic: The Contact Channels Have Changed
As a consumers choice of contact preferences change-how do businesses adapt? With only 60% of households still use a landline phone what the best method I should use to contact my customer? Is it Chat, Email, Text Messaging or Mail? What do I need to watch out for from a compliance perspective? Come and hear from our panel about these keys areas and bring your questions.

Biography: Alexandra Siotos is a collection solutions consultant who works with clients in the financial services industry to integrate the right solution into their collection process with the goal of improving operational efficiency and shortening collection time. In her role as consultant, Siotos utilizes her 40 years of experience to evaluate clients' processes, the tools they use and their specific goals so that she can establish a workflow strategy that will clearly identify opportunities for her clients to make their collections process smarter by leveraging technology, analytics and performance metrics. An expert in account segmentation, contact strategy, analytics scoring and operational efficiencies, Siotos is entrenched in the collections market landscape. Her knowledge ranges from competition and industry best practices to the heavy regulations that are impacting her clients and the economic factors that are driving market growth. This in-depth understanding of the market makes her one of the foremost authorities on implementing the most efficient collections solutions that will stand up to the ever-changing conditions in the market. She advises her clients that before they implement any collection solution, they must have a strategy in place based on prior analytics to reach peak performance. She also encourages them to run an ethical business that follows all industry regulations to the letter of the law and best practices to ensure compliance. Prior to coming to Experian, Siotos spent 16 years at TRW (formally part of Experian) as an operations and consumer relations supervisor. She also held a number of senior sales management positions throughout her tenure at TRW.



Michael Spiroff
Verizon

Topic: Vendor Performance Management and Oversight
Join this panel of peers to discuss managing agency performance, appropriate oversight, market share allocations, trends and techniques. Managing vendors during these economical times can be a daunting task. How can you improve the performance of your collection and recovery vendors while insuring compliance with all regulations? Hear discussion about oversight strategies, operational structures, and tools that can be applied to strengthen this crucial business partnership.

Biography: Michael Spiroff is an ARM industry veteran of more than 20 years. He oversees recovery operations for all Verizon. His most significant accomplishment at Verizon has been the assimilation of recovery operations across Verizon Business, Verizon Telecom, and Verizon Wireless.
Read More »



Scott Steckel
Consumer Financial Protection Bureau

Topic: CFPB Complaint Portal and the Consumer Complaint Database – A Conversation with the CFPB
Listening and responding to consumers is central to the CFPB’s mission. Financial companies recognize the Bureau’s emphasis on consumer complaints and the importance of the CFPB Company Portal and Consumer Complaint Database to their own compliance management programs. Companies have increasingly embraced the importance of consumer complaint data as a resource for identifying practices that consumers find harmful and as a path to improved service and increased customer satisfaction. The CFPB also values industry perspective as it supports their work to make the Company Portal more efficient for companies to receive and respond to complaints and useful for analyzing and interpreting the data associated with those complaints. This session is an excellent opportunity for dialog with a veteran of the Bureau’s Office of Consumer Response.

Biography: Scott is responsible for Consumer Response's relationships with industry and their trade associations, working to ensure engagements with these stakeholders align with Bureau priorities. Before joining the Bureau in 2011, Scott worked at the FDIC's Division of Resolutions and Receiverships where he was certified in FDIC Claims Regulations. Prior to his service with the FDIC, Scott was a banker and mortgage lender for more than 20 years. His management level experience includes residential construction lending, consumer and mortgage underwriting and wholesale/correspondent mortgage banking.



Doug St. Peters
Navient, Inc.

Topic: Vendor Performance Management and Oversight
Join this panel of peers to discuss managing agency performance, appropriate oversight, market share allocations, trends and techniques. Managing vendors during these economical times can be a daunting task. How can you improve the performance of your collection and recovery vendors while insuring compliance with all regulations? Hear discussion about oversight strategies, operational structures, and tools that can be applied to strengthen this crucial business partnership.

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. Doug is a member of the National Council of Higher Education Resources (NCHER) serving on NCHER’s private loan and FFELP Debt Management committees. Doug is a frequent speaker at national conferences on topics such as student loans, debt collections, and ARM master servicing. Doug holds an MBA from Butler University and a BS in Finance from Indiana University.



Debbie Venderley
Hyundai Capital America

Topic: Vendor Oversight of the Repossession Forwarders and Local Agent Networks
Managing the Repossession Forwarders and their agent network is a form of risk management that requires a certain amount of vendor oversight. Do the forwarders and the local agents have the same responsibilities? Are the Repossession Forwarders required to have a repossession license? Join this roundtable to discuss these hot topics and methodology used to identify, assess, mitigate and monitor their local agents.

Biography: Debbie Venderley's 25+ year career in banking and collections has spanned both mortgage and auto finance with leadership roles at Bank of America, New Century Mortgage, Triad Financial, and currently Hyundai Capital America. Recently appointed to lead the Compliance Letter department and continues to manage the vendor daily operations and performance, Debbie has managed Bankruptcy & Recovery departments, 3rd party oversight, and vendor management for a network of over 100 Collection, Recovery, attorney and Remarketing vendors.



Anuj Vohra
CIBC

Topic: Enhancing the Client Experience - Delighting the Customer
Enhancing the client experience and customer delight are not uncharacteristic topics for a collection and recovery event with a focus on compliance. Customer delight can mean surprising a customer by exceeding his or her expectations and thus creating a positive emotional reaction. Customer delight directly affects sales and profitability of a company as it helps to distinguish the company and its products and services from the competition. Hear examples of how customer delight combined with enhancing the client experience can be the basis for the company culture, and success of an organization as it is woven throughout the collection and recovery environment.

Biography: Anuj has been with CIBC since 2002 and is now the Vice President for the Retail Account Services group within Client Account Management in CIBC. He is currently accountable for development of long-term strategic performance objectives and executing on operational, customer, shareholder and people management strategies. His role entails managing the operating performance of three geographically located centres with over 400+ employees supporting all Retail Products and Small Business Banking products within CIBC. His mandate is to deepen client relationships by meeting more of our clients’ financial needs through the delivery of strong advisory solutions and a consistent client service experience for customers facing financial difficulties. The ultimate objective being to Accelerate Profitable Growth for the organization while at the same time Enhancing Client Experience.
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.
CRS2016SM 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.