Collection and Recovery Solutions
Speaker Topic and Biography


Andy Avila
LiveVox, Inc.
Topic: CyberSecurity for the Non-IT Collection/Recovery Professional
In today’s world, organizations must be prepared to defend against threats in cyberspace. Decision makers need to be familiar with the basic principles and best practices of cybersecurity to best protect their companies.

Biography:
Senior Director of IT with 25+ years managing technology, staffing, budgets, projects, carriers and service providers.

Extensive experience providing leadership and managing all areas of IT and Telecom operations, information security, policy and services -- cloud, SaaS, IaaS, PaaS. Leadership and management of a geographically dispersed organization, vendor and provider services implementation and management with strong negotiation skills. Highly versatile, positive, thorough and high energy player with a track record of success in dynamic environments. Ability to quickly assess needs and determine solution options. Strong leadership and mentoring abilities, active interest and success in team building and achieving cross-team synergies.



Bob Belair
Arnall Golden Gregory LLP
Topic: Washington and Regulatory Update
Keeping up-to-date with Washington, and the regulatory changes that affect our world can be a complex, and often difficult task. This panel 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.
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Melissa Benitez
First Flight Federal Credit Union

Topic: Managing Delinquency - Early Stage Through Charge-Off Risk
Employing collection strategies to manage and minimize delinquency is an essential segment of the collection process. To best manage delinquency and to meet the ultimate goal of preventing possible charge offs it is necessary to ensure collection’s policies and processes are robust. Preventing charge offs, delinquency, and potential losses are not always possible however, when steps are taken to mitigate delinquency through strong collection efforts, it can be efficiently managed.

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.



Anthony "A.B." Bourke
Renowned Entrepreneur, and CEO of Mach 2 Consulting

Topic: "Leadership and Performance at Mach 2"
All great leaders have a system for driving peak performance. Veteran airman and business speaker Bourke offers your leaders the straightforward, critical tools that U.S. fighter pilots employ to lead their wingmen into the demanding environment of aerial combat. Learn how the best fighter squadrons and the best businesses in the world hire future leaders, how they train those individuals, and how they promote a process of continuous improvement to stay one step ahead of the competition.

Biography: Anthony “A.B.” Bourke is a highly experienced F-16 fighter pilot having flown tactical missions in countries all over the world. He has accumulated more than 2,700 hours of flight time in numerous high performance aircrafts and is one of the first pilots to fly his F-16 over New York City in the homeland defense efforts on September 11th.

Following his impressive military service, “A.B.” applied the tools and techniques that made him one of our nation’s premier fighter pilots to the competitive world of business. Early in his professional career he earned the distinction of top producing mortgage banker in the Western US for a prominent lending institution. His success in the mortgage industry led to many new opportunities, including a California based start-up company where he led a team of 40 professionals that increased revenue from $500,000 to $65M in only three years.
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Mark Cavin

Topic: Rethinking Nearshore and Offshore Solutions
Is “Nearshore and Offshore” still a viable option given the current regulatory and political environments? Customer Experience at all service levels, whether they are In-house or Outsourced, Off-Shore or On-Shore require an integrated solution, so the credit grantor / originator is completely in control of all data and servicing of the entire customers’ life cycle, ensuring compliance and protection of the company’s brand. Join this session to discuss current trends and successes in this area.

Biography: Mark J. Cavin, a Financial Services Executive with 35-years of industry experience. Mr. Cavin has an extensive background in Consumer, Student and Commercial loan collections having lead Internal Bank Operations, Collection Agency & Law Firms Operations, and Debt Purchasing Servicing, as well as, built and deployed Nearshore and Offshore Operations. Mark held senior level positions with Union Bank of California, Arrow Financial Services, Sallie Mae, Asset Acceptance Corporation, Jefferson Capital, and founded Collection Intelligence Inc., a Management Consulting firm that provided services to several fortune 500 domestic and international companies such as, Mitsubishi Credit of America, Resource Management Services, First Premier Bankcard, Thornton American Holdings, CGI Technology in the US, and Hopers (Brazil), Arrow Global (UK) and Arrow Canada internationally.



Krystle Cunningham
Cedar Hill National Bank

Topic: Tools for Managing Collection Teams: Collections in a Compliance Driven World
As industry trends echo Former US Deputy Attorney General Paul McNulty’s message of “If you think compliance is expensive, try non-compliance”, creditors and vendors alike continue to tighten policies while building compliance management systems. Compliance has subsequently been presented as a hurdle to Collection’s goals & mission. This presentation aims to breakdown this perception and provide tools for managing collection teams to embrace compliance directives alongside collection goals.

Biography: Krystle Cunningham is a proven personnel manager with both first-party and third-party collections experience. She has overseen numerous areas within the collections arena including call center operations, call monitoring, collection strategy, dialer maintenance & scheduling, legal judgment enforcement in the forms of garnishment & execution, skip trace and vendor management.
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Barry Dumser
First Citizens Bank

Topic: New Mortgage Reform Act and CFPB rules
Bankruptcy, Successors in Interest and Periodic Statements
The CFPB has amended REG X and REG Z and promulgated new rules and clarifications concerning the Mortgage Reform Act of 2013 (which changes become effective September 2017 and March of 2018). These changes affect consumer purpose closed-end loans secured by the residence of a borrower. In this discussion we will explore the implications and requirements affecting these type loans specifically regarding those affected by the bankruptcy of a borrower and loans where our collateral has been conveyed to a non-obligor/borrower referred to as “successors in interest”(predominantly, but not exclusively, deceased borrower matters). Also discussed will be the periodic statement rendering requirements of these matters. We will key on ways we can make these complicated changes simpler to understand and with which to comply.

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.
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Bev Evancic
Resource Management Services, Inc.

Topic: Pre-Conference - Third Party Vendor Auditing - 2-Day Workshop
With over 25 years of experience auditing collection agencies and attorneys, Resource Management Services, Inc. enhances their workshop schedule by adding this new "Third Party Vendor Auditing" Workshop. For compliance officers, vendor managers or collection agency auditors, learn strategy and practical tips for auditing collection activities, whether at your own shop or at one of your vendor's operations. Learn to incorporate compliance, consumer protection and effectiveness into your audit, as you develop, enhance or update your audit strategies, policies and procedures to meet regulations.

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

Topic: Pre-Conference - Third Party Vendor Auditing - 2-Day Workshop
With over 25 years of experience auditing collection agencies and attorneys, Resource Management Services, Inc. enhances their workshop schedule by adding this new "Third Party Vendor Auditing" Workshop. For compliance officers, vendor managers or collection agency auditors, learn strategy and practical tips for auditing collection activities, whether at your own shop or at one of your vendor's operations. Learn to incorporate compliance, consumer protection and effectiveness into your audit, as you develop, enhance or update your audit strategies, policies and procedures to meet regulations.

Topic: Collection Training - Introducing BUMP
Want to keep negotiation simple for your collectors, then BUMP is the right choice for you. This round table will introduce the four primary components of negotiating for collectors. The discussion will allow you to compare and evaluate the negotiation tools you are currently using in your collection operation today to BUMP. As an added bonus, you will learn how BUMP can provide a great tool for managers and supervisors to evaluate the effectiveness of their collection teams negotiation skills.

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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John Frey
BBVA Compass - Retired

Topic: Hiring, Due Diligence and Termination of Vendors
Join this roundtable to discuss the nuances of successful hiring, due diligence and termination of vendors. With many years of experiences, John Frey will lead the discussion around what to watch for, how to conduct appropriate due diligence, and successfully terminating vendors when appropriate. Hiring right avoids many issues down the road, but even with the most effective due diligence and hiring process, things change, and you may find yourself in a position that means a well thought our termination program is necessary as well. Understand when to hire, when not to, and when to move on from a lackluster performer, or a risky performer, in a cost-effective and efficient manner.

Biography: After 43 years in the financial services industry John recently retired from his position with BBVA Compass Bank as Executive Vice President of Collection and Recovery for all Retail Products.

During his career John held senior positions with credit grantors, collection agencies, debt buyers, and BPOs. John began his career at American Express in 1968 and held a number of senior positions during his 22 years. John has held senior positions with HHL Financial Services (a major healthcare collection agency), First Card Services (First Chicago); and Chevy Chase Bank. John was Vice President of Collection at Creditrust. At the time Creditrust was the nation's largest purchaser of distressed portfolios. In that position John managed over 1,000 of the company's 1,200 employees in three sites.
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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.
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LaDonna Jantzen
SCANA Corporation

Topic: First Party Collections - Internal and Vendor
The world of first party collections can involve many strategic decisions and directions. Staffing, analytics and tools all play a role in the decisions affecting how, what, when, where, and who. How accounts are segmented, whether accounts are dialed in a blended environment, how often, and by collectors with what skill levels can all be part of the puzzle of maximizing resources and return. Hiring right and training as well as incentives and performance metrics compete for resources. Using first party vendors can also impact results, and how you use them, (your systems or theirs among other issues), can have a great impact as well. Hear thoughts, ideas and strategies from three different credit grantors experienced in this area.

Biography:
Innovative thinking, a keen insight and over 25 years experience in the business industry provide LaDonna Jantzen with the in depth knowledge and essential tools needed to develop sound business strategies that can deliver optimum results. Her experience includes 13 years in the utility industry and current responsibilities for management of the collection agency vendor and attorney pool for SCANA Corporation. SCANA Corporation is an energy-based holding company whose businesses include regulated electric and natural gas utility operations that serve approximately 668,000 electric customers in South Carolina and more than 1.2 million natural gas customers in South Carolina, North Carolina and Georgia.



Kimberly Krishnaswamy
T-Mobile

Topic: Call Monitoring for Compliance
This roundtable reviews how one company uses Call Monitoring for Compliance, including UDAAP, FDCPA, Fair and Consistent Treatment (ECOA), etc. Other areas of discussion include: Payment Processing – ensuring money is getting posted to system as promised on call; Reviewing a scoring template, Sample size, Selecting samples to review, Frequency, Call calibrations and Testing the auditors.

Biography:
Kim Krishnaswamy joined T-Mobile in 2006 as an analyst on the agency operations team. From there, Kim held roles as the Agency Relationship Manager, Operations Manager, Operations/System Manager, and Compliance Manager. After spending 10 years in the Outside Collections and Bankruptcy department, she moved to the Financial Care department of T-Mobile and is currently working as a Regulatory Compliance Manager.



Thomas A. Lee III
Becket & Lee LLP

Topic: Bankruptcy - Issues and Updates
2017 could be a very busy year for those who work in bankruptcy. There are proposed rules scheduled to go into place December 1, 2017, making various changes to consumer bankruptcy practice, including shortening the time frame to file a proof of claim. On January 17, 2017, the Supreme Court of the United States heard arguments in Midland Funding v. Aleida Johnson. The ultimate disposition of this case should bring some clarity to the treatment of out of statute debt in bankruptcy and hopefully clarify when, if ever, the FDCPA applies in bankruptcy matters. The roundtable will be an open discussion regarding these items and any other consumer bankruptcy issues you wish to bring to the table. If you have any other bankruptcy topics you would like discussed, please email them to tlee@becket-lee.com with a subject line ‘Roundtable’ in advance of the conference.

Biography: After law school, Mr. Lee spent two years practicing in the area of workers’ compensation and other general practice matters in New Jersey. In 1988, he joined Milton Becket & Associates, which later became Becket & Lee. As a Managing Partner, Tom focuses on client and industry relations, internal operations, and analytics. Having represented creditors for 29 years, Tom is a frequently requested speaker at bankruptcy seminars and conferences for bankruptcy professionals, as well as for bankers and collectors. He also works extensively with trustees and other industry professionals, providing his expertise on bankruptcy related projects of national significance.



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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Monica McDermott
VW Credit, Inc.

Topic: Evaluating and Deploying New Collection Systems
Implementing a New System – How to Survive a “Big Bang” Approach to Replacing Systems.
As technology continues to evolve, replacing systems becomes a reality for most of us. Join us to discuss how VCI implemented replacement of most of their core systems. We will focus on Collections, both delinquency management and recovery processes, creating the new processes, how we ensured the system supported the new processes, including any compliance changes along the way, and how we implemented the system successfully, while minimizing risk, ensuring compliance and full functionality of the complicated processes of a collections team.

Biography:
Monica is a collections veteran with over 20+ years of experience. She has lead collection teams for student loan guarantors, banks and auto finance companies over multiple portfolio types. She has managed all phases of collections, including all levels of delinquency, recovery, bankruptcy, agency management, and repossession/skip. She is currently a Loss Mitigation Section Manager for Volkswagen Credit, Inc. (VCI). In addition to collections operations and management experience, Monica completed a 3 year assignment as a dedicated business subject matter expert (SME) on the largest IT project in Volkswagen history. Project “cloverleaf” replaced the accounts receivable system of record as well as the servicing platforms supporting the Collections, Customer Service, and Remarketing processes. In this role, she participated in the creation of many of the new processes, system testing, defect remediation, implementation activities and post deployment operational processes



John McNamara
Consumer Financial Protection Bureau

Topic: The CFPB - What's Happening and What to Expect
What’s New at The Consumer Financial Protection Bureau (CFPB) affects every one of us in our Collection and Recovery roles in this industry. Keeping up-to-date is paramount to our success. John McNamara will provide his insight on what is happening at the CFPB and What to Expect in the future. John McNamara is Assistant Director, Consumer Lending, Reporting, and Collections Markets, Debt Collections Program Manager, Division of Research, Markets & Regulations at the Consumer Financial Protection Bureau.

Biography: John McNamara is the Assistant Director, Consumer Lending, Reporting, and Collections Markets Division of Research, Markets & Regulations for the Consumer Financial Protection Bureau. 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.
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Mark Naiman
Absolute Resolutions Corp.
Topic: CyberSecurity for the Non-IT Collection/Recovery Professional
In today’s world, organizations must be prepared to defend against threats in cyberspace. Decision makers need to be familiar with the basic principles and best practices of cybersecurity to best protect their companies.

Biography:
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 oversight of the compliance department. His experience with asset location, computer application programming, design, advertising, and sales is a tremendous benefit to Absolute Resolutions Corp. Mark has been historically involved in the stratification of over 700 individual transactions, and the analysis behind pricing and expected liquidations for over 18 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
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Manny Newburger
Barron & Newburger, P.C.

Topic: A Conversation on Legal: Can You and Should You Enforce Your Judgment?
Identifying and minimizing risk is a key component of every collection and recovery manager’s responsibilities. This session discusses suing people in order to collect, getting judgments, and enforcing judgments legally and compliantly. Hear Ideas to answer “Can You Collect?” As well as hear ideas about “Should You Collect?”

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.



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

Biography: Joseph S. Rubin is a 20 year public policy veteran, and he focuses his practice on crisis management, technology, financial services, data security, privacy, hospitality industry and government affairs. He is a highly sought after speaker, and his comments can be seen in the Wall Street Journal’s Market Watch, Politico and Technology Daily and other publications. Mr. Rubin advises clients on all aspects of the public policy cycle, from public affairs and crisis management to Congressional, Federal Trade Commission (FTC),Consumer Financial Protection Bureau (CFPB) and Department of Transportation (DOT) investigations, and from legislation to rule making to implementation. This has included drafting legislative language, submitting public comments, and engaging Hill and agency staff on the development of public policy on issues including data breaches and other highly publicized investigations. He is also extensively engaged in the regulatory process, and has drafted comments and petitions that have been utilized by the Department of Transportation and the FTC.
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Jeremy Ruth
Arvest Bank

Topic: Repossession
When to Repo?

  • Bank vs Non-Bank
  • Prime vs Sub-Prime
A conversation with a different perspective that isn't often talked about. The timing of ordering a repossession may have an effect on charge offs. Discuss ideas about what is the right balance for timing and the challenges and potential unintended consequences of decisions. Additional topics include whether the same safety and soundness guidelines apply to ‘non-banks’, or captive finance companies, and the differences between prime and sub-prime. If time, we can always add caveats to the conversation about performance, i.e. baseline recovery percentages or target rates, customer redemption/reinstatement percentages, skip/skip recovery rates, etc.

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.



Josh Seuberling
WayBeyond Rewards

Topic: First Party Collections - Internal and Vendor
The world of first party collections can involve many strategic decisions and directions. Staffing, analytics and tools all play a role in the decisions affecting how, what, when, where, and who. How accounts are segmented, whether accounts are dialed in a blended environment, how often, and by collectors with what skill levels can all be part of the puzzle of maximizing resources and return. Hiring right and training as well as incentives and performance metrics compete for resources. Using first party vendors can also impact results, and how you use them, (your systems or theirs among other issues), can have a great impact as well. Hear thoughts, ideas and strategies from three different credit grantors experienced in this area.

Topic: Third Party Strategies and Vendor Management
Managing vendors during these economical times can be a daunting task. This panel discusses managing agency performance, appropriate oversight, market share allocations, trends and techniques. 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:
Josh Seuberling Chief Operating Officer, has over 25 years of experience in the credit and collection industry while working for both fortune 500 banking and other large institutions as well as smaller start-up organizations. Mr. Seuberling has held multiple executive positions over his career and most recently served as the President of TEMPOE, a leading provider of no credit required leasing. Over his career, he has helped multiple organizations drive results by finding operational efficiencies, developing strategies and establishing key accountability metrics. He has been responsible for leading, growing and building large operation centers both stateside as well as outsourced. Outside of operations, Josh has been a key member of executive teams relative to capital funding needs, client development, sales strategy, and organizational growth requirements.

Josh received his Bachelors in Business from Saint Leo University in Florida. He currently serves on two boards, one being a non-profit local organization. Josh joined the WayBeyondRewards team in March of 2017 as the Chief Operating Officer.



Kevin Smith
Dell Financial Services

Topic: Third Party Strategies and Vendor Management
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:
Kevin Smith is the Sr. Manager of Recovery and Specialized Services for the Americas at Dell Financial Services (DFS), located in Round Rock, Texas. Kevin is a collections and operations expert who has been in the industry for 20 years and is currently responsible for the providing strategic direction, driving effectiveness and ensuring oversight of DFS’s NPA Sales, Agencies, Portfolio Support, Bankruptcy, and Deceased Services. He has a long history of contact management, process improvement and technology integration. Kevin has also spent 4 years providing oversight to in country collections operations of local portfolios across Asia and the Middle East.



Doug St. Peters
Navient, Inc.

Topic: Third Party Strategies and Vendor Management
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.



Todd Stephenson
ControlScan

Topic: CyberSecurity for the Non-IT Collection/Recovery Professional
In today’s world, organizations must be prepared to defend against threats in cyberspace. Decision makers need to be familiar with the basic principles and best practices of cybersecurity to best protect their companies.

Biography: Todd Stephenson is a Certified Information Systems Auditor (CISA) who has spent the last decade helping organizations understand and implement effective information security management as well as comply with information security standards such as PCI, HIPAA, GLBA, SOC, NIST 800-53, and ISO 27001. At ControlScan, Todd helps companies connect their cybersecurity and compliance goals with technologies and services to efficiently meet those goals. Todd is an active participant in several information security forums, including the AIIM Global Community of Information Professionals and the Data Protection Association. He also contributes to the ControlScan security and compliance blog on ControlScan.com.



Debbie Venderley
Hyundai Capital America

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: 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.



Shelly Votaw
Kohl’s Servicing and Operations Centers

Topic: Balancing Collections and the Customer Experience
Do you use Voice of Customer for inbound and outbound collections calls? What are you doing today to achieve "World Class" status? Please join my roundtable to obtain the latest performance results and survey questions that Kohl’s Collections is using internally and externally to measure their customer experience.

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).
In 2014, she completed her Master’s Degree in Business Management and her undergraduate in 2010. Shelly enjoys inspiring others, particularly as it relates to achieving compliance greatness. Shelly led the roll out of the department wide "Doing it Right" branding, placing a positive focus on all things compliance.



Chinh Vu
Hyundai Capital America

Topic: Front End / Early Stage Collections
Join this roundtable to discuss the variety of initiatives involved with front end collections

  • Segmentation
  • Dialer penetration
  • Dedicated inbound and outbound vs blended
  • Manual queue ownership vs dialer
  • CAPE (accounts per agent if manual)
  • Incentive and performance metrics
  • Outsource, internal only or both (your dialer or their own dialer)

Biography:

  • Director, Collections for Hyundai and Kia Finance
  • Almost 25 years leadership experience in Captive Auto Finance in all aspect of Collections, Recovery, Remarketing and strategic operational enhancement.
  • 10 years with VW Credit, Inc.
  • 14 years with Hyundai and Kia Finance



Ray Wagner
BBVA Compass

Topic: First Party Collections - Internal and Vendor

Biography: Raymond Wagner is currently the Executive Director of Collections and Recovery at BBVA Compass. The evolution of Raymond's career has taken him from back office Recovery Operations to Front End Collections Strategy, followed by multi year stints in Consumer Risk Analytics, Enterprise Risk Management, Dodd Frank Stress Testing and Capital Planning, Model Development, and finally back to Collections and Recovery. From Back office to front office to corporate risk management, the experiences gained during this time have provided him a unique perspective on Collections and Recovery as he puts it to work in an attempt to bring BBVA Compass' operation into the age of big data and technology.



Brian Winn
Winn Law Group

Topic: A Conversation on Legal: Can You and Should You Enforce Your Judgment?
Identifying and minimizing risk is a key component of every collection and recovery manager’s responsibilities. This session discusses suing people in order to collect, getting judgments, and enforcing judgments legally and compliantly. Hear Ideas to answer “Can You Collect?” As well as hear ideas about “Should You Collect?”

Biography: As one of the leading collection attorneys in California, Brian N. Winn recognized the need for creditor's attorneys to have a united voice in California. As a result, the California Creditors Bar Association (www.calcba.org) was formed in 2004, with Mr. Winn as its first President. This organization offers the California Courts, Legislature and Judiciary a single source of information for creditor's rights from more than forty California creditor law firms with the assistance of CCBA. On July 1, 2007, the California Judicial Council approved CCBA's proposed revision creating a special collection track within Fast Track to streamline the Courts Dockets, an elimination of numerous court procedures for collection cases, saving countless resources for Courts, Lawyers, Clients and Litigants.

After graduating with honors from UCLA, Mr. Winn attended Southwestern University of Law and received his Juris Doctor degree in 1977. He opened his own practice in 1982 specializing exclusively in creditor's rights. In 1991, he formed Winn and Sims, A Professional Corporation. The firm has six full time and one part time attorney plus a support staff of more than 100. The law firm subsequently changed it's name to the Winn Law Group, A Professional Corporation.
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Mike Wright
TECH LOCK

Topic: CyberSecurity for the Non-IT Collection/Recovery Professional
In today’s world, organizations must be prepared to defend against threats in cyberspace. Decision makers need to be familiar with the basic principles and best practices of cybersecurity to best protect their companies.

Biography: With nearly 15 years of IT experience focused on the ARM space, Michael Wright is one of the industry’s leading security experts. Wright worked for one of the nation’s largest agencies as an Information Security Architect and Senior Manager before joining TECH LOCK. He has spent the past several years assisting dozens of the industry’s leading agencies reduce their IT security risks, improve their security posture and ensure compliance with the myriad of applicable laws and regulations. Today, he leads TECH LOCK’s audit team and is uniquely qualified to help agencies implement IT security best practices.



Collection and Recovery Solutions

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