Speaker Topic and Biography

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.

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 Authority

Topic: Consumer Complaint Handling

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

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.
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Mike Ginsberg
Kaulkin Ginsberg

Topic: What's Happening - What's New!

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.
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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.
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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.
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Michael Spiroff

Topic: Vendor Performance Management and Oversight

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.
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Doug St. Peters
Navient, Inc.

Topic: Vendor Performance Management and Oversight

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 Management and Oversight of the Repossession Forwarders and their Local Agent Networks

Biography: Debbie Venderley’s career in default servicing began over 25 years ago with Bank of America. Since then she has held leadership roles in default management both mortgage and auto finance companies including Bankruptcy, Litigation, Internal Collections, Skip Tracing, Outsourced Skips and Collection Agency, and Specialty units. Debbie joined Hyundai Capital America in 2008 and managed the Recovery Department. In 2014, Debbie transitioned over to the Vendor Management department overseeing Collections and Recovery vendors and recently added Remarketing vendors.

Anuj Vohra
SCANA Corporation

Topic: Enhancing the Client Experience - Delighting the Customer

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.
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