Xioling Ang
NERA Consulting

Topic: Macro Economic Impacts on Consumer Debt

Dr. Xiaoling (Ling Ling) Lim Ang is an economic expert witness specializing in economics of consumer financial services, antitrust, consumer protection, banking, and labor. She focuses on applying rigorous economic and econometric methods in litigation, regulatory actions, and compliance matters. She has deep experience leading teams working with large, complex data.

Dr. Ang has submitted reports or testified in matters in federal, state, and administrative law court, consulted on Consumer Financial Protection Bureau (“CFPB”) and Federal Trade Commission investigations, and advised bank and non-bank clients on consumer financial services compliance issues. 

Prior to working in economic consulting, Dr. Ang worked as an economist at two financial regulators: the CFPB and the Federal Deposit Insurance Corporation. At the CFPB Dr. Ang served as the lead economist on various rulemakings: TILA/RESPA (integration of mortgage disclosures), a rulemaking related to deposit products, interagency appraisal rulemakings, an Equal Credit Opportunity Act amendment, and larger participant rulemakings on student loan servicing and international money transfers. She also worked on disclosure testing, randomized control trials, and a Congressional report on private student loans.

Dr. Ang’s antitrust work includes matters related to consumer financial services, fixed-income securities, insurance, online retail, consumer packaged goods, and electronic components. Her securities experience includes securities class action, enforcement, and Foreign Corrupt Practices Act matters.

Dr. Ang is a frequent speaker and author on antitrust and financial services issues, including digital antitrust, consumer protection, mortgages, payments, fair lending, and fintech.

Jerad Broaddus
Walt Disney World / Partners Federal Credit Union

Topic: Creditor Roundtable – Payment Collection Strategies – Text, Web, Self-Service and more
Join this session to discuss comprehensive payment strategies including live agent telephone, IVR, and website payments. In addition, the roundtable will explore emerging trends & advancement in text payments and self-service payment negotiation tools.

Jerad resides in Orlando, FL and is the Vice President of Loan Services for Partners Federal Credit Union – the credit union for Walt Disney World Cast Members. Jerad has over 20-years of experience within the financial services industry; the last 12 exclusively in credit unions. Over the past 12 years Jerad’s led team’s responsible for account collections, payment strategies, loss mitigation, recovery, bankruptcy, and loan servicing functions. Jerad is the President of a non-profit collections focused trade group, Credit Union Collections Professionals Inc., or the CUCP, which has been in operation since 2016. In 2019 Jerad graduated with his Master of Business Administration and Executive Leadership from Southeastern University.

James Cooper
Santander Consumer USA

Topic: Auto Finance Peer Group Meeting
Join this invite only roundtable to discuss the current trends in repossessions, and some key elements, such as: unintended repossessions, breach of peace and voluntary surrender.

James Cooper is an Assistant Vice President of Business Control and Risk Management for OSP, Repo and Auction Support at Santander Consumer USA. He is responsible for third party risk management and vendor oversight for repossession, auction, and debt sale vendors. James has 20 years of auto lending experience with 12 years in Loss Recovery focused on Reinstatements and Repossession.

Maria Douneva

Topic: Keynote – Understanding the Psychology of Today’s Consumer

Dr. Maria Douneva is a consultant and trainer based in Berlin, Germany. After completing her PhD in psychology on the topic of decision-making difficulties, she worked as a behavioral scientist in a consultancy and as a team lead at a debt collection fintech. She now advises companies on how to make their products more customer-friendly and effective by incorporating psychological insights, and supports teams by facilitating evidence-based soft skill trainings that lead to long-term behavior change.

Bev Evancic
Resource Management Services, Inc.

Topic: Auditing Specialty Vendors: Skip/Repo, Bankruptcy, Estate
Hear ideas for effective auditing and oversight on those specialty niche areas. Learn tips and techniques for developing or enhancing your audit strategies, and areas you should be sure to address for your 2023 oversight.

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.

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 developed the bankruptcy, probate, internal and litigation processes.

Ken Evancic
Resource Management Services, Inc.

Topic: RMN Speaker

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.

As a consultant for Resource Management Services, Inc., Ken has specialized in developing and completing third party compliance and performance audits for collections agencies and collection attorney firms for many top credit grantors and debt buyers. He has leveraged his 25 years of experience to develop multiple collector and collection management training classes designed to maximize collector performance. In addition to collection training, Ken helped develop and facilitates the RMS Third Party Vendor Auditing training.

Prior to joining Resource Management Services, Inc., Ken spent over 20 years with Citi starting as a collector and working throughout collections as a Front Line manager, Vice President Collections Operations Manager and Sr. Vice President and Collections Director.

Andrea Halverson
Actuate Law

Topic: Anti-Trust Attorney

Andrea uses her background in criminal defense and her experience interacting with and opposing federal criminal prosecutors and carries this defense-minded practice to her compliance practice. Andrea began her career at an AmLaw 100 firm as part of its civil litigation team. Throughout her career, Andrea has continued to represent clients in federal and state court in numerous civil cases, including class actions. Andrea quickly realized that she wanted to focus her practice in white collar defense and joined a Chambers & Partners Band One and U.S. News & World Report Tier 1 white collar criminal defense boutique law firm in Chicago. During her time there, Andrea defended clients in multi-week federal jury trials involving mortgage fraud, wire fraud, extortion, and conspiracy charges. Andrea has extensive experience representing individuals who are as both defendants in federal criminal indictments and witnesses in federal criminal grand jury investigations, guiding clients through enforcement actions brought by the United States Securities and Exchange Commission, and conducting internal investigations for both state agencies and Fortune 100 companies. In 2019 Andrea became an IAPP Certified Information Privacy Professional in U.S. Private Sector privacy law (CIPP/US). When advising clients on privacy compliance, Andrea harnesses her experience defending against and negotiating with the federal government to focus in on the issues that will attract regulators. Additionally, Andrea advises clients in who are engaging in novel areas of enterprise, in which the regulatory environment is often unpredictable and quickly changing.

Judy Hammond
Resource Management Services, Inc.

Topic: RMN Host

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”.

She was co-founder of the Debt Buyers’ Association, (subsequently DBA International, now RMA) working to build the foundations for industry standards, as well as the original code of ethics. Prior to forming her companies, from 1981 – 1986, Judy worked for two collection agencies, Payco American Corporation and GC Services. She received her Bachelor’s Degree from Pepperdine University, and her MBA from the University of Southern California, where she graduated Magna Cum Laude.

Michael Hollis
Southeast Toyota Finance

Topic: Recovery Management Network – Oversight and Remediation
Vendor management related topics and discussion

Michael Hollis is Vice President, Operations for Southeast Toyota Finance. He has 28 years of captive automotive finance experience. In his Vice President role, his oversight encompasses strategic initiatives to further enhance overall efficiency, customer and dealer experience, and loss mitigation, including responsibilities ranging from customer service, collections, and lease processing. He holds his MBA from the University of Alabama at Birmingham.

John McNamara
Consumer Financial Protection Bureau

John McNamara is the Principal Assistant Director of Markets and the Assistant Director for Consumer Credit, Payments, and Deposits Markets in the Research, Markets and Regulations division of the Consumer Financial Protection Bureau. He leads a team of subject matter experts and analysts covering the credit card, payments, deposits, student, auto, small dollar, marketplace, and installment lending markets, as well as credit reporting, debt collection, debt relief, fintech and the use of artificial intelligence and machine learning in consumer financial services. He also manages budgeting, staffing, and administration of the Bureau’s Markets Office. Prior to joining the CFPB, John was Chief Marketing Officer for LiveVox, a leading provider of cloud contact center solutions and director/co-founder of Fidelis Recovery Solutions, Inc., a debt collector. He has over 30 years of experience in the accounts receivable management (ARM) and call/contact center industries, in addition to all phases of collections, recovery and call center operations with deep focus on technology, process improvement, compliance management systems and five years of experience as a federal consumer financial protection regulator. McNamara also served as 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.

John is a frequent speaker/panelist/consultant and author, addressing key issues and trends in the financial services industry. In 2012, John chaired both the National Collections and Credit Risk conference and the Financial Services Collections and Credit Risk symposium. In 2011 John was named an ACA International Scholar and Fellow. He also is the 2009 winner of the ACA Kurt Swersky award for leadership. In 2007, John was appointed Vice President and Board Member of the Georgia Collectors Association. John was named to Collection Advisor magazine’s list of the Top 50 Most Influential Collection Professionals for 2006 and again in 2019. John is a summa cum laude graduate of Kennesaw State University with a Bachelor of Business Administration degree in Finance. In 2014, John received his MBA from Kennesaw State University, where he was named a University Scholar

Mark Naiman

Mark is currently managing partner of ITP MDR, LLC. Creating unique networking experiences within the receivables management ecosystem. Previously Mark spent 22 years with Absolute Resolutions Corp (ARC). During his tenure with ARC, Mark helped guide its growth from a small five person company slowly transitioning it into one of the largest privately held debt purchasers in the United States. 

Mark is recognized nationally as an expert speaker on topics ranging from Data Security, Operational Best Practices, Relationship Building, Historical Industry Analysis, Practical Cryptographic applications, and is completely fluent in G2NG (Geek 2 Non-Geek) communications. He was also a founding board member of the Certification Committee and continues to teach the introductory course required for certification. A RMAi Certified Receivables Compliance Professional, Mark was elected to the RMAi Board of Directors in 2014, and after serving two terms as President still serves on several volunteer committees.

Joann Needleman
Clark Hill

Joann Needleman leads the firm’s financial services regulatory and compliance practice and advises banks, financial institutions, and financial services entities on regulatory compliance matters. Joann prepares and represents these same financial institutions during state and federal supervisory examinations and regulatory investigations before agencies such as the Consumer Financial Protection Bureau (CFPB), Federal Trade Commission (FTC) and the Office of the Comptroller of Currency (OCC) as well as state financial services regulators and attorneys general. A former member of the Consumer Financial Protection Bureau’s (CFPB) Consumer Advisory Board, Joann provides her clients with useful strategies and common-sense solutions in order to prepare for areas of regulatory scrutiny. Joann is the host of the podcast “Credit Ecosystem to Go: Curbside Thought Leadership for Financial Services.” Listen to recent episodes here.

Manny Newburger
Barron & Newburger, P.C.

Manny Newburger leads the Consumer Financial Services Law Practice Group at Barron & Newburger, P.C. A frequent author and speaker on the FDCPA and other consumer protection laws, Mr. Newburger is known internationally for his expertise in consumer and commercial law, consulting on FDCPA, FCRA, and TCPA compliance across the globe and defending of individual and class consumer litigation and regulatory matters across the United States. His practice focuses on litigation, litigation management and strategy, regulatory defense, and compliance, and he serves as a settlement negotiator in complex cases. Mr. Newburger has consulted to collection industry members throughout the U.S., India, the Philippines, and Canada, and his clients include financial institutions, debt buyers, law firms, and collection agencies.

A Fellow of the American College of Consumer Financial Services Lawyers, Mr. Newburger has taught consumer protection law at the University of Texas School of Law since 1999. He has appeared as amicus curiae counsel in a number of high-profile cases affecting the collection industry, and was recognized by Collections & Credit Risk magazine in 2009 as an “Industry Champion.” From 2005 to the present he has been designated as a Texas Super Lawyer by Thomson Reuters, and he is board-certified as a specialist in consumer and commercial law by the Texas Board of Legal Specialization.

Mr. Newburger is a member of the National Creditors’ Bar Association and the American Bar Association. He is a past Chair of the Commercial Law League of America’s Fair Debt Collection Practices Act Committee, a past Chair of the State Bar of Texas’ Consumer and Commercial Law Section, and a past Chair of the Texas Board of Legal Specialization Exam and advisory commissions on board certification in consumer and commercial law. The Texas Supreme Court has appointed him to multiple task forces charged with writing foreclosure rules in Texas, and he served on the editorial committee for the State Bar’s Texas Collection Manual – Third Edition. Mr. Newburger is licensed to practice in Texas, Colorado, Massachusetts, and Wisconsin and is admitted to practice before the United States Supreme Court, the United States Courts of Appeals for the First through Eleventh and D.C. Circuits, and federal district courts in Texas, Colorado, Connecticut, D.C., Illinois, Indiana, Maryland, Michigan, Missouri, Nebraska, Oklahoma, Pennsylvania, Tennessee, and Wisconsin.

Paul Osborne

Paul Osborne is Managing Director of Collections and Recovery for First National Bank of Omaha (FNBO). Paul has been in the financial industry working with credit card portfolios for the last 38 years. Paul has a long history of working in the areas of collections and recovery since 1991 working for Wachovia, InfiCorp and FNBO. Through the last 32 years Paul has helped manage all the areas of internal collections, recovery areas, bankruptcy, deceased and debt sales at each of these organizations. Paul has represented FNBO in multiple different user groups such Auriemma Roundtable’s for both Collections and Recovery. Paul has a wealth of experience when dealing with outside Collection Agencies, Debt Buyers, Bankruptcy Courts and the use of Attorney’s for collection efforts.


Chris Straiter

Topic: Credit Union Peer Group
Join your Credit Union collection peers and colleagues to discuss critical issues and concerns that affect the operations and success of today’s Credit Unions. This working group is a division of the Recovery Management Network. Membership is open to creditors, no vendors. If you are not a member and would like to join, please go to https://resourcemanagement.com/networking.html and complete the membership form.

Chris Straiter is the Director, Asset Loss Management for BECU in Washington State. His responsibilities include leadership of the Internal Recovery, Agency Outsourcing, as well as Bankruptcy, Foreclosure/REO, and Legal collections teams. Prior to joining BECU, Chris was the CCO at Sentry Credit, Inc. an ARM firm based out of Everett, WA, with responsibilities including Compliance, Voice Analytics, Complaint Management and Quality Assurance. Chris’ previous roles have included managing agency performance for a number of 3rd party collection agency relationships with American Express, focusing on operational improvements, collector and leader development, and enhancing controls and compliance.

Prior to joining American Express, Chris was an important part of the consulting, audit and conference operation at Resource Management Services, Inc., where he helped develop and present their Recovery Management Strategies and Techniques sessions, as well as developing conference content and various client operational audits. His recovery management experience began at Bank of America. His 13 year tenure there included ATM Risk Management, Agency Liaison, and extensive experience in Agency Audit and Agency Performance Management. Chris maintains a CRCP certification from RMAi.