Time Event
Tuesday - September 4, 2018
3:00 p.m. - 7:00 p.m. Early Registration
6:00 p.m. - 8:00 p.m. Pre-Conference Offsite Reception - Sponsored by Waypoint Resource Group
Please join Waypoint Resource Group at the Cedar Door Patio Bar & Grill for a pre-conference reception. Cedar Door Patio Bar & Grill is next door to the JW Marriott on the corner of E 2nd Street and Brazos Street.
Wednesday - September 5, 2018
6:30 a.m. - 8:00 a.m. Lady Bird Lake Walk/Run - Sponsored by TransUnion
Whether you are a walker or runner, we have a great morning planned for you. Expect sunrise views of the Austin skyline and a beautiful tree lined path on the shores of Lady Bird Lake. Meet outside the hotel lobby and walk approximately 2.7 miles around a portion of Lady Bird Lake for a one-hour walk at your own pace. Runners will have approximately a 5 mile run around a larger portion of Lady Bird Lake.
8:00 a.m. - 7:00 p.m. Registration
8:00 a.m. - 2:00 p.m. Exhibitor Set-up
8:00 a.m. – 8:30 a.m. Skip Strategies & Solutions Sessions: Continental Breakfast
8:30 a.m. – 12:30 p.m. Skip Strategies & Solutions Sessions
Moderator: Mike Goins, TD Bank
Don’t Skip this Special Skip Session. It all starts with locating people! We’ll start the day with a panel of operational industry experts—talking about their strategies to locate consumers and their skip tracing operational success stories. Hear thoughts on when to skip, who to skip, how to skip, where to skip and the ROI on the various skip tracing activities.
8:30 a.m. – 8:45 a.m. Skip Strategies & Solutions Sessions:
Opening Comments – Master of Ceremonies
Mike Goins, TD Bank
8:45 a.m. – 9:45 a.m. Skip Strategies & Solutions Sessions:
Skip Operational Strategies – People Locate, Technology Changes and How We Use Skip
Chris MitchamSecurity National Automobile Acceptance Company "SNAAC"
Tom NusspickelAmerican First Finance
Mark TuggleBBVA Compass Bank
Hear thoughts on when to skip, who to skip, how to skip, where to skip and the ROI on the various skip tracing activities.
9:45 a.m. – 10:00 a.m. Skip Strategies & Solutions Sessions: Break
10:00 a.m. - 11:00 a.m. Skip Strategies & Solutions Sessions:
Skip Vendor Solution Fast Track
What is Happening with Skip? – Their product solutions/ROI for various types. It’s really a "What’s New" Discussion
Carfax, Central Research, Del Mar, DRN, Experian, LexisNexis, LocateSmarter, Location Services, masterQueue, Neustar, PAR North America, Primeritus, RNN Group, TransUnion, VeriFacts
11:00 a.m. - 12:00 p.m. Skip Strategies & Solutions Sessions:
Asset Locate and Repo Strategies Panel
Manfred GregerYamaha Motor Finance
Miranda JacksonSantander Consumer USA
Rene StrongZINC Auto Finance, Inc.
Brian WinnWinn Law Group
Concentrating on locating assets, whether for dormant judgment collection, or assets to be repossessed. This promises to be a timely and engaging discussion!
12:00 p.m. - 12:30 p.m. Skip Strategies & Solutions Sessions:
Skip Vendor Due Diligence and Oversight
Bev Evancic, Resource Management Services, Inc.
Marco Villarreal, Hyundai Capital America
Learn effective vendor oversight tools and techniques.
12:00 p.m. - 1:30 p.m. Meat & Greet Poolside BBQ and “Join Our Band” Contest - Sponsored by DialConnection
Join us as we serve up some Austin Style BBQ with a Texas size spread of food and beverages. We will be meeting poolside on the 5th floor of the JW Marriot. Come and compete to be the DCS2018 Guitar Hero! Join us at this casual event to meet with friends, old and new!
1:30 p.m. - 3:00 p.m. Auto Finance Peer Group Member Roundtable Session (Members Only)
Kelli EdmondsSantander Consumer USA
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.
1:30 p.m. – 3:00 p.m. PWCI - Network of Professional Women in the Collections and Call Centers Industries (Open to All Attendees)
Three Keys to Developing Your Personal Brand
Victoria Edwards, LiveVox
This will be an interactive session that provides an opportunity to learn about personal experiences from our peers as they developed their personal brand; changed aspects of their personal brand; and developing & showcasing strengths as part of your personal brand.
3:00 p.m. - 4:30 p.m. Credit Union Peer Group Session (Members Only)
Andrew Britton, Hughes Federal Credit Union
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.
3:00 p.m. - 4:30 p.m. Millennial Peer Group
Matt Justice, Professional Bureau of Collections of Maryland Inc.
Join your Millennial and Non-Millennial peers and colleagues to discuss critical issues and concerns that affect Millennials in our industry.
4:30 p.m. - 5:00 p.m. Speed Networking Outside the Expo Hall
Meet 20 people in 30 minutes. (All attendees welcome. No additional cost.) Don't miss this conference opener, bring your business cards!
5:00 p.m. - 6:30 p.m. Welcome Reception and Exhibits - Sponsored by Mercantile
Come and help us kick off the Debt Connection Symposium and Expo 2018 conference at the Welcome Reception located in the Expo Hall. Visit with all the great companies exhibiting this year. Grab some food and something to drink and catch up with old friends or make new ones. Dress is business casual. Welcome Reception begins at 5:00 PM right after Speed Networking.
Thursday - September 6, 2018
7:00 a.m. - 8:00 a.m. Yoga Hour - Yoga with David Stein - Sponsored by Glass Mountain Capital LLC
This class will moderately paced for the person with limited (or no) yoga experience, yet challenging enough for someone is practices yoga regularly. Join us on the 5th Floor by the pool and start your day with something great for your body and mind. David Stein is President of MSG, but is also a Yoga Alliance, RYT 200 Yoga Instructor. He teaches yoga in Chicago at Core Power Yoga (www.corepoweryoga.com). David will be leading a sixty minute Vinyasa yoga class.
7:30 a.m. - 6:30 p.m. Registration and Expo Hall Open
8:00 a.m. - 9:00 a.m. Breakfast - Expo Hall
8:50 a.m. - 9:00 a.m. Opening Remarks
Judy HammondResource Management Services, Inc.
9:00 a.m. - 10:00 a.m. Ask the Regulators
Jim ElliottFederal Trade Commission
John McNamaraBureau of Consumer Financial Protection
Kristi ThompsonFederal Communications Commission
Max WeinsteinThe Office of Massachusetts Attorney General Maura Healey
This session provides an opportunity to ask key regulators questions involving our industry. Join this session to hear their answers to your questions in areas of interest/concerns to you. A great way to start the conference!
10:00 a.m. - 10:30 a.m. Morning Break and Exhibits - Expo Hall
10:30 a.m. - 12:00 p.m. The Great Debate: Collection Effectiveness and Compliance
Mark NaimanAbsolute Resolutions Corp.
Manny NewburgerBarron & Newburger, P.C.
Brian ZempelCredit First National Association (CFNA)
Bruce GrayMercantile Adjustment Bureau, LLC
Josh SeuberlingWayBeyond Rewards
This lively session will include extremely knowledgeable debaters who will address the most relevant topics of the day - based on attendee requests. Don't miss this informative, educational and animated dialogue of the key issues for collection and recovery effectiveness and compliance!
12:00 p.m. - 1:30 p.m. Lunch and Exhibits - Expo Hall - Sponsored by Convoke
1:30 p.m. - 2:00 p.m. What's the Buzz in the Industry - CFPB/BCFP Reboot? By State AG’s?
Helen Mac Murray, Mac Murray & Shuster LLP
State AG’s are stepping up to fill the enforcement void many feel the Trump administration created. From opening CFPB sections in their offices, to petitioning Congress to “beef up” the Bureau’s investigative authority, hear what state AG plans are to police the financial services industry and how you can prepare for the onslaught.
2:00 p.m. - 2:08 p.m. What's the Buzz in the Industry in Debt Sales
Mark NaimanAbsolute Resolutions Corp.
2:08 p.m. - 2:15 p.m. What's the Buzz - The Verdict Is In: A Law Firm’s Battle Against the CFPB
Scott WeltmanWeltman, Weinberg & Reis Co., LPA
Join Scott S. Weltman, Managing Partner of Weltman, Weinberg & Reis Co., LPA, to get the inside scoop regarding the firm’s recent victory against the Consumer Financial Protection Bureau (CFPB). Understand the events that took place before the lawsuit was filed, highlights of the trial, and Weltman’s strategy that ultimately proved the government’s allegations were completely unfounded.
2:15 p.m. - 3:00 p.m. Legal Outsourcing: Best Practices in Building A Successful Legal Strategy
Beth LovettWells Fargo
Manny NewburgerBarron & Newburger, P.C.
Dave SnyderMidland Credit Management, Inc.
Brian WinnWinn Law Group
Hear this timely, interactive, and free-wheeling discussion on the best practices for legal outsourcing. From building a legal strategy, to making it work effectively and compliantly, hear ideas and strategies that just may work in your organization. Learn the art and discipline of outsourcing legal. Hear about areas to watch out for, and to watch for. Join this extremely knowledgeable and experienced group of industry practitioners.
3:00 p.m. - 3:30 p.m. Ice Cream Social Afternoon Break
3:30 p.m. - 5:00 p.m. Roundtable Sessions
Thirty-minute sessions, repeated three times.  Attendees choose which three to attend. (3:30 p.m. - 4:00 p.m., 4:00 p.m. - 4:30 p.m., 4:30 p.m. - 5:00 p.m.) 
Asset Class Diversification
Kaye DreifuerstSecurity Credit Services, LLC
Listen to how some Industry Experts successfully diversified their Debt Purchases and survived to talk about it!
Contact Strategies - Collecting from Millennials
Chris MitchamSecurity National Automobile Acceptance Company "SNAAC"
Does your servicing management take a deep breath when discussing collecting from Millennials? It is no wonder why, according to Experian, 44% of all Millennials have at least one account in collections, meaning it is at least 90 days overdue! In this roundtable session we will discuss industry best practices for contacting and collecting from Millennials. As you can already imagine this will include text, chat, email, along with classic dialing strategies. Perhaps we can even answer the $1MM question, why do they always have their phone in their hand but never answer?
Debt Sales
Brent Dorner, BBVA Compass
Debt Sales represent a critical component to the Collections & Recovery industry; however, the past 10 years have been a roller coaster of emotions, from a very liquid market to minimal volume and new and burdensome protocols both buyers and sellers must comply with, and now the anticipation of many key players re-emerging. We will discuss key components to putting in place a best in class selling program that covers compliance, protocols, documentation, valuation, strategies and technology.
Debt Settlement Identification
Carly Pennell, Marlette Funding, LLC
Debt settlement companies continue to grow at a rapid rate and in the FinTech space it has become increasingly important to properly identify these customers and limit substantial losses. During this roundtable we will discuss how, as creditors, we can better identify customers enrolling in debt settlement, possible credit bureau reporting standards or third-party aggregator solutions and why people are intrigued to work with debt settlement companies rather than directly with their creditors.y.
Leading Multi-Generational Teams
Ken RowenCMRE Financial Services, Inc.
Most teams have a tremendous amount of age diversity which will range from iGen and Millennial generations up to Baby Boomer. This can create challenges in the areas of communication, recruiting, training/coaching and employee retention. Our roundtable will discuss difficulties and successes in leading the different types of team member age groups as well present some strategies to help you successfully manage your workforce.
Lessons From Call Monitoring
Bev Evancic, Resource Management Services, Inc.
Call monitoring can be so much more than meeting a compliance or QA requirement. Identifying superior performers, or the opposite, identifying opportunities for change – both happen when call monitoring your vendors. Hear and share stories of successful call calibration, and what to do next – with great calls, and the not so great calls. Use call monitoring as a tool to share and advance both the company’s culture and the company’s concepts for treatment of the customer, and the ultimate outcome will be improved financial and compliance performance and results.
OCA Compliance Management
Michael ZachauT-Mobile
An OCA Compliance Management Program takes a vendor due diligence approach to compliance. This means developing a program to effectively identify violations of federal and state laws and regulations or actions that increase the risk of legal, regulatory, financial or reputational harm. Alternatively, if the OCA Compliance Management Program is too stringent it could directly affect liquidation. We will look to discuss how a OCA Compliance Management program should function to reduce legal and regulatory risk but also increase liquidations.
PowerSports Finance
Manfred GregerYamaha Motor Finance
Come share insights and best practices in some of the unique aspects of PowerSports lending such as Title Management (what’s titled and what’s not) and cyclical usage/recovery periods for various product lines (motorsports vs. watercraft vs. snow). Discuss best practices in fraud management including identification of the fast-growing synthetic fraud technique of piggy backing (trade line sharing for cash). Join this open forum to share experiences and develop a network of resources who can help jump start your PowerSports finance ride.
Kristi ThompsonFederal Communications Commission
Kristi Thompson is the Deputy Division Chief of the FCC’s Telecommunications Consumers Division. Kristi oversees the FCC’s consumer protection work and enforcement of the Telephone Consumer Protection Act (TCPA) and FCC rules governing autodialed calls and robocalls. Join this roundtable for a face to face conversation about concerns or questions related to the TCPA and the FCC.
Tips for Hiring, Training and Retention
John Frey, BBVA Compass - Retired
Join us for an interactive discussion on the topics of hiring, training and retention of employees, including scoring high on employee satisfaction and results. Bring your thoughts, problems, and concerns to the table and get practical input from our roundtable leader and your industry peers. A strong operation begins with hiring the right people, establishing the standards, and retaining your best people. Get everybody above the "average" line.
The Biggest Mistake – Due Diligence
Debbie VenderleyServicing Solutions, LLC
Do your business leaders think they don’t have the budget to conduct comprehensive Due Diligence on prospective vendors? Or the time? Perhaps they don’t consider the risk involved in bringing onboard an acquaintance for a small job. A critical aspect of vendor management is to ensure your organization has documented due diligence P&Ps for onboarding new vendors and to communicate the risks for not following them. Hear ideas for addressing common business leader rationalizations for bypassing due diligence, educating them on the process of risk ranking, and what should you look for when it comes to reviewing information security, privacy, and contract terms for these “one off” vendors. Because in reality, due diligence is something you can’t afford not to do.
The Whole Truth: Highlights of a Groundbreaking Court Case
Scott WeltmanWeltman, Weinberg & Reis Co., LPA
Scott S. Weltman, Managing Partner of Weltman, Weinberg & Reis Co., LPA provides an in-depth discussion on the key moments of the firm’s trial against the Consumer Financial Protection Bureau (CFPB). From the firm’s decision not to settle, the roles of key players in the case, the evidence that determined the advisory jury’s verdict, and the Judge’s final Opinion – you won’t want to miss a minute of this groundbreaking story that has the entire industry buzzing.
Understanding What Consumers Want
Ohad Samet, TrueAccord
The consumer market is shifting. Where each of us once had one landline at home, we now all have cell phones and lap tops. Communication preferences have shifted tremendously. Join a roundtable to hear from peers about identifying consumer needs and how to respond to them in an ever changing technology and regulatory environment.
Vendor Oversight
Steve SnyderDell Financial Services
Ongoing vendor monitoring serves many purposes but it’s more than simply “checking a box.” It ensures that a vendor is living up to its contractual obligations while simultaneously identifying opportunities and best practices. Processes and controls should be regularly tested and significant findings and recommendations addressed. Join this roundtable to hear from peers about vendor management and creating a culture of collaboration.
Winning TCPA Cases
Mike Frost, CBE Companies, Inc.
Like other debt collection related litigation, TCPA defense strategies are somewhat of a moving target. Learn how CBE Group, Inc. has won three TCPA cases with rulings both prior to and subsequent to the D.C. Circuit Court ruling in ACA International, et al. v. Federal Communications Commission. Session attendees should take away operational methods of TCPA compliance and new strategies and techniques related to litigation defense.
5:00 p.m. - 6:30 p.m. Cocktail Reception in the Expo Hall - Sponsored by REPAY
Friday - September 7, 2018
8:00 a.m. - 9:00 a.m. Breakfast - Expo Hall - Sponsored by DebtConnection.com
9:00 a.m. - 9:30 a.m. Man vs. Machine: What’s the Future of Collections?
Mike Rogers, ACI Worldwide
Debtors will keep getting harder for your collectors to reach. The key to increasing collections will be a deeper understanding of consumer contact preferences. Consumers prefer new digital communication methods 4 to 1 vs. talking to a live agent. Join this session to understand changes in consumer preferences, how to simplify compliance and ROI calculations. Attendees will walk away with case study results from leading lenders who are incorporating new contact methods into their collection strategies.
9:30 a.m. - 10:00 a.m. Strategic Implementation of Machine Learning and AI in Your Collection Operations
Ohad Samet, TrueAccord
Machine Learning and Artificial Intelligence hold a huge promise for the ARM industry. Are they all they are made out to be? Will AI be the job killer some fear it will be? Hear about strategies and tips for implementing ML and AI in a human decision-heavy market like ARM, how to integrate those technologies to create real leverage, and how to combine ML/AI with your collections staff.
10:00 a.m. - 10:30 a.m. Networking Break - Visit the Exhibitors and Network
Take advantage of this last opportunity to see the Exhibitors and Network
10:30 a.m. Expo Hall Closes
10:30 a.m. - 11:15 a.m. Peer Group Recap
Kelli EdmondsSantander Consumer USA
Andrew Britton, Hughes Federal Credit Union
Matt Justice, Professional Bureau of Collections of Maryland Inc.
If you missed the Auto Finance, Credit Union and Millennial peer groups, here is a quick recap of those meetings.
11:15 a.m. - 11:45 a.m. BUMP Collection Performance
Ken Evancic, Resource Management Services, Inc.
Collectors, and their interaction with the consumers, are the lifeblood of our business. Learn how to BUMP Collection results by a focus on the four fundamental components of a successful collection call. Building relationships with the customer begins the process. Communication and the active listening skills are paramount for completely understanding the customer's situation. The best collectors learn to match possible solutions to their consumer's needs, while following the correct processes and procedures, and positioning the customer for the future. Questioning techniques, positive phrases and guiding the conversation are all important collector negotiation skills and the collection call model. Learn ideas for training collectors to follow a systemic approach to maximizing results.
11:45 a.m. Conference Closes

Debt Connection Symposium and Expo

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