Collection and Recovery Solutions
Speaker Topic and Biography


Kelli Edmonds
Hyundai Capital America
Session: Auto Finance Peer Group Member Roundtable Session
The Auto Finance Peer Group break out session provides auto creditors the opportunity to meet with industry peers to discuss auto recovery issues, challenges and best practices. During the break out session, there will be discussions related to the current economic situation, its impact on auto recoveries, and the best practices of industry leaders to manage recovery operations through these challenging times. The session will be an interactive open forum providing attendees the opportunity to share their experiences, thoughts and plans for the future.

Biography
Senior-level executive with over 25 years of successful strategic and tactical leadership within the credit and collections industry. Expertise in building and managing vendor partnerships, ensuring regulatory compliance, and increasing efficiencies in call center operations. Effectively utilize Six Sigma principals to improve processes and deliver large, complex projects. Demonstrated ability to drive strategic change and build profitable customer relationships.



Daniel Erdmann
Kohl’s Servicing and Operations Centers
Session: Motivating Teams to Enjoy Their Jobs

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.



Jose Esparza

Topic: Leveraging Change and New Information for Operational Success
At Collection and Recovery Solutions, we are continuously looking at the challenges and opportunities in our changing world. Whether it’s regulation, or regulators, systems, technology or management techniques, this robust panel will address the direction of the industry and how new information, resources and analytics can change our operational realities. From a diverse industry perspective, we’ll see how collection and recovery professionals from credit cards, auto, telcom and credit unions deal with change, new tools, and the techniques to drive success now and in the future.

Biography: Jose Esparza joined Ally Financial in February of 2014 and currently serves as Sr. Director of Recovery. In this role, he is responsible for oversight of recoveries, customer support and various administrative departments within Loss Mitigation.
Prior to joining Ally, Jose served as a Loss Prevention manager for Capital One where he was responsible for various collections, repossession and compliance management activities. He joined Capital One in 2009 and during his time he supported both Auto and Home Loans in varied leadership or support roles. Prior to Capital One, Jose held call center and banking roles with MBNA America, and JP Morgan Chase &Co.
Jose holds a bachelor’s degree in business administration and a master’s degree in supply chain management from The University of Texas at Dallas. He is also certified in Lean and holds a green belt in Six Sigma. In addition, Jose served in the United States Army as a counter intelligence agent.



Bev Evancic
Resource Management Services, Inc.

Topic: Pre-Conference - 2-Day Workshop

Biography: Bev Evancic has almost 25 years experience in collection and recovery. She has managed all phases of collection and recovery operations, including automated dialer units, bankruptcy and legal units, skip tracing units, internal collections, outside collection agency networks, and Consumer Credit Counseling.
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Ken Evancic
Resource Management Services, Inc.

Topic: Pre-Conference - 2-Day Workshop

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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Judy Hammond
Resource Management Services, Inc.

Topic: Opening Remarks

Biography: As President and founder of Resource Management Services, Inc., Judy Hammond has more than 35 years of experience with an emphasis on operational reviews for compliance and operational effectiveness of collection operations, both for creditors' internal collection and recovery operations as well as of their collection agencies, attorneys, and specialty vendor partners.

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

Her position as a consultant to creditors, and as their independent agency auditor, as well as a background with two collection agencies, provides a unique perspective of the industry. She is author of various industry publications: "Comprehensive Agency/Attorney Usage Study," "Comprehensive Agency/Attorney Usage Study II", "Buyer/Seller Research Study and" "Collect More From Collection Agencies".
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LaDonna Jantzen
SCANA Corporation
Topic: Hot Topic Fast Track Panel

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.



Ryan Jenkins
Author of the book, "The Millennial Manual: The Complete How-To Guide to Manage, Develop, and Engage Millennials at Work"

Topic: Keynote Session - "Next Generation Leadership/Collaboration: Keys to Engaging a Multi-Generational Workforce"
A generationally diverse workforce is better equipped to respond to today’s high-flux and disruption-prone marketplace. Since Millennials became a majority of the labor force, generational differences have never been wider as each generation has a varying perspective of work, leadership, technology, and selling/buying. In fact, 52% of workers say they are least likely to get along with someone from another generation. Those that learn to lead and engage Millennials (and across generations), will gain the necessary competitive advantage in today’s exponential and fast changing times.

Audience Outcomes:
- Gain extreme clarity around who are the generations and what makes Millennials different.
- Learn why generations matter.
- Understand each generation’s perspective of leadership, communication, technology, and work.
- Learn keys to engaging a multigenerational workforce.
- Discover the silver bullet sure to engage any multigenerational team.
- Relevant examples of organizations successfully engaging a multigenerational workforce.
- Inspiring story about how to manage change successfully.

Biography: Ryan Jenkins is an internationally recognized keynote speaker and author of the book, The Millennial Manual: The Complete How-To Guide to Manage, Develop, and Engage Millennials at Work. He helps organizations gain clarity around Millennials and Generation Z so that leaders can effectively lead, engage, and sell in today’s multigenerational marketplace. Ryan has been featured in Forbes, Fast Company, Inc, and SUCCESS Magazine. Ryan’s blog, podcast, and Inc.com column column inspire and equip thousands of people every week. Ryan’s passion, experience as a Millennial himself, and his fresh and forward-thinking approach to generations have made him one of the most highly sought after generational and future of work keynote speakers. Ryan is also a Partner at 21Mill.com, a micro-learning training platform dedicated to helping Millennials perform better at work. When Ryan is not speaking and writing, you can find him sampling craft beers from around the U.S. or religiously cheering on the Denver Broncos with his wife, 2 children, and yellow labrador from their home in Atlanta, GA.



Matt Justice
Professional Bureau of Collections of Maryland Inc.

Topic: TBA

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.



Nate Karlick
T-Mobile

Topic: Performance Management - Scorecards and Market Share
Managing your collection agency performance requires a combination of agency reporting, awareness of agency operational constraints and a “game plan” for optimizing allocations. Join me in a presentation on how T-Mobile reviews agency performance each month and the decisioning process used to make market share changes.

Biography: Nate is a Director in Financial Operations for T-Mobile. His current duties include leading the Outside Collections team, which is responsible for the management of all third party collection efforts for the company. He graduated from Western Washington University with a degree in Business and began a career in Banking. He started in credit card collections and transitioned into leadership positions in other areas of consumer collections including auto financing, small loans and second mortgages. His career moved to financial related leadership positions in both banking and technology companies. Nate transitioned into the wireless sector in 2004 and has held various financial leadership roles, including leading a commercial credit and collection team. He began managing the Outside Collections team in 2011.



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: Credit Bureau Reporting and Disputes

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



Mark Naiman
Absolute Resolutions Corp.
Topic: Hot Topic Fast Track Panel

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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Josh Seuberling
WayBeyond Rewards

Topic: Leveraging Change and New Information for Operational Success
At Collection and Recovery Solutions, we are continuously looking at the challenges and opportunities in our changing world. Whether it’s regulation, or regulators, systems, technology or management techniques, this robust panel will address the direction of the industry and how new information, resources and analytics can change our operational realities. From a diverse industry perspective, we’ll see how collection and recovery professionals from credit cards, auto, telcom and credit unions deal with change, new tools, and the techniques to drive success now and in the future.

Biography:
Josh Seuberling, Chief Operating Officer for WayBeyond Rewards, has over 25 years of experience in the credit and collection industry while working for fortune 500 banking, large agencies, and other smaller, start-up organizations. Mr. Seuberling has held multiple executive positions over his career and prior to joining the team at WayBeyond Rewards, he 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.



Michael Spiroff
Verizon

Topic: Leveraging Change and New Information for Operational Success
At Collection and Recovery Solutions, we are continuously looking at the challenges and opportunities in our changing world. Whether it’s regulation, or regulators, systems, technology or management techniques, this robust panel will address the direction of the industry and how new information, resources and analytics can change our operational realities. From a diverse industry perspective, we’ll see how collection and recovery professionals from credit cards, auto, telcom and credit unions deal with change, new tools, and the techniques to drive success now and in the future.

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.

Michael holds a Bachelor’s of Science in Mathematics from Purdue University and a Master’s in Finance from St. Louis University. He is an ACA Certified Consumer Credit Executive and has served as Chair of the Business Affiliate Relationship Committee for the Telecommunications Risk Management Association.

His responsibilities, past and present, at the former MCI, PrimeCo, AirTouch, Verizon Wireless, and now Verizon include: credit policy and credit risk, first and third party vendor management, corporate and offshore collections, recovery strategy, advanced analytics, credit reporting, contract negotiations, debt sales, quality assurance, bankruptcy, call center management, audits, budgets, and forecasts.



Shawn Spratte
Public Service Credit Union

Topic: Leveraging Change and New Information for Operational Success
At Collection and Recovery Solutions, we are continuously looking at the challenges and opportunities in our changing world. Whether it’s regulation, or regulators, systems, technology or management techniques, this robust panel will address the direction of the industry and how new information, resources and analytics can change our operational realities. From a diverse industry perspective, we’ll see how collection and recovery professionals from credit cards, auto, telcom and credit unions deal with change, new tools, and the techniques to drive success now and in the future.

Biography:
Shawn Spratte is the Vice President of Loss Mitigation and Communication Center with Public Service 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. Shawn has been in the credit and collection industry for the past 25 years, with experience in 1st party and 3rd party collections, working in various industries including telecommunications, construction, radio, multi-family, and financial institutions. Prior to joining Public Service Credit Union, Shawn spent 9 years as the Director of National Collections for a large Real Estate Investment Trust, where he managed all stages of charge-off, managed the 3rd party collections vendor relationships, and created and managed the debt sales program for the company.



Doug St. Peters
Navient, Inc.

Topic: Hot Topic Fast Track Panel

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
Practical Assurance

Topic: Hands-On Cybersecurity Risk Assessment
All compliance frameworks require risk assessment and auditors require documented proof. Let’s get practical and do both today! Todd Stephenson, a Certified Information Systems Auditor, will provide a template and facilitate a practical discussion with your peers resulting in a customized cybersecurity risk assessment for your department or organization. Leave this round table with tangible documentation you can bring back to your team and ultimately save for your next audit.

Biography: Todd Stephenson is a Certified Information Systems Auditor (CISA) and compliance consultant who has spent the last decade helping organizations understand and implement effective information security management and cybersecurity strategies as well as comply with information security standards such as PCI, HIPAA, GLBA, SOC, NIST 800-53, and ISO 27001. At Practical Assurance Todd helps companies design, implement, and manage simple and effective information and cyber security programs to address inherent risk and meet specific compliance 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.



Mark Tuggle
BBVA Compass

Topic: Hot Topic Fast Track Panel

Biography: A proven track record in the strategic direction and oversight of retail and business default servicing. Consistent contributor to profitability, efficiency and organizational success. A reputation for building successful operations and in the remediation of troubled operations. Driving process innovation, cultural and technological enhancement in complex business environments. Core competency in optimizing the customer experience while delivering bottom line lift. A change agent, working with stakeholders and partners to influence consensus. Successful collaboration in common risk initiatives for Collection and Recovery, Contact Centers in partnership with global banking peers.



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: Motivating Teams to Enjoy Their Jobs

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.



Ray Wagner
BBVA Compass

Topic: Repossession Roundtable
The Repossession life-cycle is one of the most intricate areas within the Collections & Recovery world. With so many moving parts, each part having a clear value proposition, this arena poses tremendous opportunity to unlock performance improvements. Join me as we create open dialogue around extracting opportunity along the value-chain known as the repossession life-cycle.

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.



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