Speaker Topic and Biography


Andrew Britton
Hughes Federal Credit Union
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 newly formed working group is a division of the Recovery Management Network. Membership is open to creditors, no vendors.

Biography: Andrew Britton is the Vice President of Lending for Hughes Federal Credit Union in Tucson, Arizona. Andrew has more than 25 years’ experience in the credit union industry. He joined the team at Hughes Federal Credit Union in 2003 as their Collections Manager and added all lending responsibilities for the Credit Union in 2006. Andrew became the VP of Lending in 2010. He has overseen the growth of Hughes Federal Credit Union from $300m in loans in 2010 to over $900m in 2017. Managing growth in the post-recession era has been a challenge with recognizing the importance of growth as well as the offsetting need for risk mitigation. Hughes Federal Credit Union has over 100,000 members and is the fifth largest credit union in Arizona. Prior to arriving at Hughes Federal Credit Union, Andrew was the Collections Manager at Point Loma Credit in San Diego, California.



Brent Dorner
BBVA Compass

Topic: Debt Sales
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.

Biography: Brent Dorner is the Director of Retail Default & Recovery for BBVA Compass. In his position, he is responsible for all recovery operations for the bank, including repossession and remarketing, real estate loss mitigation and foreclosure, bankruptcy and probate, and charged off debt recovery. Brent came to recovery operations from a legal background, with over 10 years of experience in consumer and commercial loan workout matters, vendor contract negotiation and drafting, and loan regulatory compliance.



Kaye Dreifuerst
Security Credit Services, LLC

Topic: Asset Class Diversification
Listen to how some Industry Experts successfully diversified their Debt Purchases and survived to talk about it!

Biography: Kaye M. Dreifuerst joined Security Credit Services (SCS) in 2005 as Chief Acquisition Officer. She was promoted and named President in early 2014. Prior to joining SCS, Kaye was Vice President of Collections and Recovery at US Bank based in Minneapolis where she had P&L responsibilities as well. While at US Bank she was recognized as having “Best Leadership Practices” one of the more highly coveted awards given by this organization. She is an industry veteran with over 20 years experience in the collection and debt purchasing industry. She has been responsible for the successful management of over $7 billion in consumer and commercial receivables. Kaye was voted onto the Board of Directors for RMA International in 2008, an organization that plays an important role in providing leadership and guidance for the debt buying industry. She served as President for the RMA in 2015 - 2016 and is still very involved with legislation meetings which help guide the industry.



Kelli Edmonds
Santander Consumer USA

Topic: Auto Finance Peer Group Moderator
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 Senior Vice President - Vendor Management at Santander Consumer USA with oversight of third party relationships at an enterprise level. Kelli has over 25 years of successful strategic and tactical leadership experience within the credit and collections industry with a strong focus on 1st and 3rd party agency management and internal charge-off recovery. Through her various leadership roles, Kelli has built and managed vendor partnerships, ensured regulatory compliance, increased efficiencies in call center operations and delivered large, complex projects. Kelli is Six Sigma Green Belt Certified, a Certified Receivables Compliance Professional and has a Bachelor's degree in Business Management.



Victoria Edwards
LiveVox

Topic: Three Keys to Developing Your Personal Brand
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.

Biography:Victoria Edwards is an Account Executive with LiveVox. Victoria began her career in the credit card industry over 20 years ago, and has held progressive leadership positions with lenders and service providers, including Citi, GE Capital, and Teleperformance. Victoria holds a Bachelor's Degree from the University of Cincinnati. Victoria is the founder of the PWCI Network, which is focused on the professional growth and development of women in the call center and collections industries.



Jim Elliott
Federal Trade Commission

Topic: Ask the Regulators
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!

Biography: Jim Elliott has been an attorney in the Federal Trade Commission’s Southwest Region since joining the FTC in 1988. He has investigated and litigated both consumer protection and competition/antitrust cases.

In December 2013, Jim was appointed Assistant Regional Director of the FTC’s Southwest Region, a region that includes Texas and the surrounding states of New Mexico, Oklahoma, Arkansas, and Louisiana.

Jim has spoken to consumer and business groups on a number of issues, including data security and privacy, mobile advertising, identity theft, loan modification, and fraud targeting various segments of the public.

Before joining the FTC, he was in private practice for eight years, specializing in plaintiffs’ antitrust litigation. Jim received a J.D. from Drake University Law School, Des Moines, IA, and a B.A. from Marist College, Poughkeepsie, NY.



Bev Evancic
Resource Management Services, Inc.

Topic: Lessons From Call Monitoring
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.

Topic: Skip Vendor Due Diligence and Oversight
Hear thoughts on when to skip, who to skip, how to skip, where to skip and the ROI on the various skip tracing activities.

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.

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: BUMP Collection Performance
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

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: Tips for Hiring, Training and Retention
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.

Biography: John retired from his position as Executive Vice President at BBVA Compass where he directed all Collection & Recovery operations for all of the Retail Lending, Credit Card, Indirect Auto, DDA, and Small Business products. John was also a member of the BBVA's Executive Management Team.

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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Mike Frost
CBE Companies, Inc.

Topic: Winning TCPA Cases
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.

Biography: Michael L. Frost is the Chief Compliance, Sales Officer and General Counsel of CBE Companies, Inc., a full service business process outsourcing company head quartered in Cedar Falls, Iowa. As Chief Legal Officer and General Counsel, Mike leads the company's teams for sales, legal, governmental relations, corporate transactions and governance, regulatory compliance, quality assurance, internal auditing and litigation defense. Mike earned a B.A. in Political Science from the University of Northern Iowa and a Doctor of Jurisprudence from Drake University Law School. Mike is a member of ACA International Board of Directors, is past-president of the Iowa Collectors Association, a member of the American Bar, Iowa Bar and Black Hawk County Bar Associations and also serves on various non-profit and civic organizations.



Mike Goins
TD Bank

Topic: Skip Strategies & Solutions Sessions
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.

Biography: Mr. Goins is responsible for the operation of Loss Mitigation, Foreclosure, Repossession and Redemption Management, Bankruptcy, Loss Recovery - including Internal Recovery Collection, Collection Agency Management, Litigation Management and Debt Sale Strategies all of which are executed from the Jacksonville, FL and Falmouth, ME locations of TD Bank, America's Most Convenient Bank.

He has also participated in professional organizations and advisory boards, conducted Webinars and have spoken as keynote and a panelist on the topic of Loss Recovery, Collections, Repossession and Debt Sales at multiple national collection, remarketing and repossession conferences such as NCCR, Re3, NARS, CRS, DCS and Auto Finance Risk Summit.



Bruce Gray
Mercantile Adjustment Bureau

Topic: The Great Debate: Collection Effectiveness and Compliance
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!

Biography: Bruce Gray has 30 years experience in the ARM Industry with a focus on operations, sales & marketing and business evaluation & integration. Bruce is the President of Mercantile Adjustment Bureau, LLC. Mercantile, a mid-size collection agency with its corporate office in Buffalo NY. Mercantile provides a full suite of receivable management services to a local and national renowned client base as well as customer care and support to E-Comm companies and home shopping networks. Prior to joining Mercantile Bruce was the President and CEO of Creditors Interchange Receivable Management, LLC.
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Manfred Greger
Yamaha Motor Finance

Topic: Skip Strategies & Solutions Sessions: Asset Locate and Repo Strategies Panel
Concentrating on locating assets, whether for dormant judgment collection, or assets to be repossessed. This promises to be a timely and engaging discussion!

Topic: PowerSports 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.

Biography: Manfred Greger is the Group Manager, Portfolio and Vendor Management for Yamaha Motor Finance. In this roll Manfred oversees the operations of Yamaha’s 3rd party service providers that support both the retail instalment and credit card programs as well as the internal credit card Collateral Management functions (Title Management, Recovery, and Remarketing). Prior to joining Yamaha, Manfred has held numerous credit risk management positions over a 35+ year career with both retail and wholesale finance companies including Mitsubishi Motors Credit, Hyundai Capital, Chase Auto Finance and WFS. Manfred has a bachelor’s degree from U.C.L.A and professional certificate from U.C.S.D.



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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Miranda Jackson
Santander Consumer USA

Topic: Skip Strategies & Solutions Sessions: Asset Locate and Repo Strategies Panel
Concentrating on locating assets, whether for dormant judgment collection, or assets to be repossessed. This promises to be a timely and engaging discussion!

Biography: Miranda Jackson is the Assistant Vice President – Vendor Management at Santander Consumer USA. Miranda oversees third party relationships specific to repossession at an enterprise level. She provides vision and direction in matters of existing vendors, their performance, reporting and business objectives. Miranda comes from an IT background of 14 years’ experience testing, planning and managing the creation and implementation of both desktop and web based applications. Her recent focus has been to partner with the integration to a mobile technology allowing users immediate access to assignment information and have the ability to manage and submit updates and recoveries.



Matt Justice
Professional Bureau of Collections of Maryland Inc.

Topic: Millennial Peer Group
Announcing the newest Peer Group to meet at Debt Connection Symposium & Expo 2018 – the Millennial Peer Group. This newly organized peer network, is an elite network of young professionals in the industry focused on issues of relevance to Millennials. Whether you meet the age requirements of a Millennial, or think like a Millennial, or just have an interest in Millennials – this group can be for you.

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.



Beth Lovett
Wells Fargo

Topic: Legal Outsourcing: Best Practices in Building A Successful Legal Strategy
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.

Biography: Beth Lovett currently serves as a Collections Manager for Wells Fargo Bank. She manages operations teams for the legal recovery channel across five consumer portfolios including student, private label, closed-end and card products. Ms. Lovett has over 17 years’ experience in the collection and recovery of debt. In the past five years, she led the consolidation of five independent product silos into a single center of excellence, including normalization of data structures and business processes; designed significant systems, analytics and organizational capability improvements; and collaborated across a broad set of internal and external stakeholders to transform the legal recovery channel from a seven-figure to a nine-figure revenue stream. Ms. Lovett’s deep subject matter expertise is relied upon to continuously improve the customer experience, reduce inefficiency, effectively manage risk and multiply return on investment.



Helen Mac Murray
Mac Murray & Shuster LLP

Topic: What's the Buzz in the Industry - CFPB/BCFP Reboot? By State AG’s?
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.

Biography: Helen Mac Murray is a founding member of Mac Murray & Shuster (M&S), recently named again as a Best Law Firm for 2017 by U.S. News & World. Helen’s practice primarily focuses on governmental relations and litigation involving state attorneys general, including multi-state investigations, the FTC, FCC and CFPB as well as defending individual and class action consumer protection cases. Helen has been recognized for her achievements as an Ohio Super Lawyer®; for seven years by Law and Politics Magazine, an award bestowed upon less than 5% of Ohio’s lawyers; and, in 2015 and 2016, as a Best Lawyer in America.
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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 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 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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John McNamara
Bureau of Consumer Financial Protection

Topic: Ask the Regulators

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!

Biography: John McNamara is the Debt Collections Program Manager for the Bureau of Consumer Financial Protection. John is a member of the Installment Lending and Collections Markets team in the BCFP’s Division of Research, Markets and Regulations. He serves as a subject matter expert on debt collection practices and as a liaison between the BCFP and both the collection industry and consumer advocates.

Prior to joining the BCFP, 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.
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Chris Mitcham
Security National Automobile Acceptance Company "SNAAC"

Topic: Skip Strategies & Solutions Sessions: Skip Operational Strategies – People Locate, Technology Changes and How We Use Skip
Hear thoughts on when to skip, who to skip, how to skip, where to skip and the ROI on the various skip tracing activities.

Topic: Contact Strategies - Collecting from Millennials
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?

Biography: Chris Mitcham currently serves as the SVP of Servicing at Security National Automobile Acceptance Company "SNAAC". In this role he oversees all loan servicing, loss mitigation, recovery, and remarketing operations. With over 18 years of industry experience, he has directly managed the acquisition, origination, and/or servicing of over $4B in automotive receivables across the credit spectrum. Further experiences in the direct to consumer and risk management services arena provides a holistic view of the greater consumer finance industry. Mitcham's background has provided deep knowledge in automotive and consumer credit, alternative banking solutions, risk management, specialty finance, and capital markets space.



Mark Naiman
Absolute Resolutions Corp.

Topic: The Great Debate: Collection Effectiveness and Compliance
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!

Topic: What's the Buzz in the Industry in Debt Sales

Biography: Mark Naiman has been with Absolute Resolutions Corp. for 13 years. Beginning his ARC career as Operations Manager, Mark worked his way from Vice President to Chief Operating Officer and finally to President/COO in 2014. Responsible for creating and driving the position of ARC within the industry, as well as developing opportunities for growth, diversification and advancement, Mark works closely with the Chief Compliance Officer to ensure risk management and administration of relationship management with ARC clients. He oversees all operational functions, including management of personnel, administration of policies, and supervision of the IS technology department. His experience with asset location, computer applications, design and advertising is key to the success of Absolute Resolutions Corp. Mark has been involved in the stratification of over 700 individual transactions, including the analysis behind the potential liquidation for over $17 Billion in purchased accounts.
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Manny Newburger
Barron & Newburger, P.C.

Topic: The Great Debate: Collection Effectiveness and Compliance
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!

Topic: Legal Outsourcing: Best Practices in Building A Successful Legal Strategy
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 knowledge and experienced group of industry practitioners.

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.



Tom Nusspickel
American First Finance

Topic: Skip Strategies & Solutions Sessions: Skip Operational Strategies – People Locate, Technology Changes and How We Use Skip
Hear thoughts on when to skip, who to skip, how to skip, where to skip and the ROI on the various skip tracing activities.

Biography: Thomas (Tom) Nusspickel, Chief Operating Officer for American First Finance, has a 28-year career in the banking & financial services industry in executive-level roles directing Customer Service and Collections/Recovery divisions for credit originators, third-party servicers, and BPO companies. Tom began his management career with HSBC, serving close to 10 years running Collections & Recovery for three divisions.


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Carly Pennell
Marlette Funding, LLC

Topic: Debt Settlement Identification
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.

Biography: Carly Pennell is the Director of Recovery and Asset Sale for Marlette Funding, LLC who offers the Best Egg personal loan product. She is responsible for all recovery operations and strategy for Marlette, including third-party management and oversight, specialty recovery and debt sale. Carly has close to 10 years experience in the space, previously working at Barclays Bank Delaware where she managed all recovery, specialty and legal strategies.



Mike Rogers
ACI Worldwide
Topic: Man vs. Machine: What’s the Future of Collections?
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.

Biography: Mike Rogers serves as vice president of business development at ACI Worldwide where he helps consumer finance clients achieve their market share, revenue, customer experience & cost savings goals. A frequent speaker at industry events, Mike leads a team dedicated to enabling clients to understand and capitalize on new opportunities to use the billing and payment experience as a growth driver. Mike has served the consumer finance industry for the past 25 years introducing numerous payment innovations. On the bay area baseball fields he is known as “Coach Mike”.



Ken Rowen
CMRE Financial Services, Inc.
Topic: Leading Multi-Generational Teams
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.

Biography: Ken Rowen is the Administrative Director of Operations for CMRE Financial Services, Inc. which is a large, national provider of revenue cycle management services which includes 1st party self pay outsourcing, 3rd party bad debt collection agency and aged insurance claims resolution. Ken in addition to operations responsibilities is involved with compliance, vendor management, training, marketing and sales for the organization. Prior to joining CMRE, Ken has spent more than 25 years involved in call centers, credit, collections and shared services with the past 20+ years involved in the healthcare market.


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Ohad Samet
TrueAccord

Topic: Understanding What Consumers Want
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.

Topic: Strategic Implementation of Machine Learning and AI in Your Collection Operations
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.

Biography: Ohad Samet is the co-founder and CEO of TrueAccord, a company using machine learning and behavioral analytics to radically change the debt collection process. He is also serving as an Advisor for Aspen Institute. Prior to that, Ohad headed fraud analytics for FraudSciences, a company that provided eCommerce fraud prevention and was acquired by PayPal in 2008. At PayPal, Ohad incubated and ran the New Ventures Risk team. After leaving PayPal in 2010, Ohad started two companies. Signifyd is a leading fraud prevention vendor working with Fortune 500 companies to reduce payments fraud. The other, Analyzd, was acquired by Klarna, a European payments company, in 2011. There Ohad served as Chief Risk Officer, in charge of granting real-time short-term credit for Klarna's $2.5B of annual payments volume.



Josh Seuberling
WayBeyond Rewards
Topic: The Great Debate: Collection Effectiveness and Compliance
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!

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.



Dave Snyder
Midland Credit Management

Topic: Legal Outsourcing: Best Practices in Building A Successful Legal Strategy
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.

Biography: Dave Snyder, currently a Director – Legal Outsourcing for Midland Credit Management, began his career working with a small creditor’s right firm in Southern California. Looking for new opportunities, Dave opened his own law firm and successfully represented creditors, collection agencies and “startup” enterprise. A role with JP Morgan Chase presented itself and Dave wound down his firm to move in house. Following his role with JP Morgan, Dave began his career with Midland Credit Management. Initially as the State Managing attorney for Midland Dave led the state of California and quickly grew to the Regional Managing Attorney position. Today, as the Director – Legal Outsourcing, Dave’s team supports the various needs of Midland Credit Management and their firms across the nation.



Steve Snyder
Dell Financial Services

Topic: Vendor Oversight
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.

Biography: Steve Snyder has been with Dell Financial Services for 11 years. He presently oversees all Recovery, Specialty and Debt Sale operational functions, including oversight of DFS’ third party network for U.S and Canada. Before joining Dell, Steve spent almost two decades with MBNA primarily managing their internal collection operations. He is well-versed in all phases of the vendor relationship lifecycle: RFI/RFP, Contract/Statement of Work, Onboarding/Offboarding, Audits/Oversight. Steve believes your most important assets are the relationships you build along the way. Within the industry he has a reputation for being transparent and fair, treating people at all levels with respect and dignity, clearly communicating expectations, all while being professionally requiring.



Rene Strong
Zinc Auto Finance

Topic: Skip Strategies & Solutions Sessions: Asset Locate and Repo Strategies Panel
Concentrating on locating assets, whether for dormant judgment collection, or assets to be repossessed. This promises to be a timely and engaging discussion!

Biography: Chief Operations Officer of Zinc Auto Finance Inc with 32 years in consumer lending with emphasis on non-prime indirect auto. Former President/COO of Mid Atlantic Finance Corporation responsible for operations including their non-performing asset based loan portfolios to determine the risk and profitability. Experienced in creating policies, procedures and streamlining to reduce budget items to maximize revenue. Creation and implementation of programs to significantly increase growth while maintaining acceptable delinquency and losses. Extensive experience in originations, collections, recovery/remarketing, legal and bankruptcy.



Kristi Thompson
Federal Communications Commission

Topic: Ask the Regulators
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!

Topic: Conversation with the FCC
Kristi Thompson is the Acting Division Chief of the FCC’s Telecommunications Consumers Division. Join this roundtable for a face to face conversation about concerns or questions related to the TCPA and the FCC.

Biography: Kristi Thompson is Chief of the FCC’s Telecommunications Consumers Division. Kristi oversees the FCC’s enforcement of consumer protection regulations, including laws governing robocalling, telemarketing, carrier billing practices, and regulations that ensure accessible telecom services for persons with disabilities. Prior to joining the FCC in 2007, Ms. Thompson worked in private practice in Washington, DC, assisting companies and organizations with FCC regulatory compliance. She received her J.D. from the University of California–Berkeley School of Law.



Mark Tuggle
BBVA Compass

Topic: Skip Operational Strategies – People Locate, Technology Changes and How We Use Skip
Hear thoughts on when to skip, who to skip, how to skip, where to skip and the ROI on the various skip tracing activities.

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
Servicing Solutions, LLC

Topic: The Biggest Mistake – Due Diligence
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.

Biography: Debbie Venderley's current role as head of Internal Audit and Vendor Management is the most recent stage of a career in banking and collections that has spanned both mortgage and auto finance. With leadership roles at Bank of America, New Century Mortgage, Triad Financial, Hyundai Capital America and currently at Servicing Solutions LLC, Debbie’s responsibilities have encompassed operations management in Recovery, Bankruptcy, Litigation, Repossession, Specialty, and Compliance Letter Management departments in addition to Third-party oversight, and a life cycle vendor management for a network of over 100 collection, agencies, repossession, law firms, and remarketing vendors.



Marco Villarreal
Hyundai Capital America

Topic: Skip Vendor Due Diligence and Oversight
Hear thoughts on when to skip, who to skip, how to skip, where to skip and the ROI on the various skip tracing activities.

Biography: Marco Villarreal is an experienced automotive finance leader who currently manages several recovery operations teams over multiple sites for Hyundai Capital America. In addition to the recovery operations teams he manages, Marco is also responsible for the skip vendor network and Hyundai’s deficiency agency outsource network. Marco has spent the last 20 years in the auto finance space and is considered to be a leader in the industry, overseeing vendors and teams across multiple lines of business. Marco prides himself on leadership, family values, motivating his teams, and building strong, long lasting partnerships.



Max Weinstein
The Office of Massachusetts Attorney General Maura Healey

Topic: Ask the Regulators
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!

Biography: Max Weinstein serves as Chief of the Consumer Protection Division in the Office of Massachusetts Attorney General Maura Healey. The Consumer Protection Division investigates unfair and deceptive business practices and brings enforcement actions pursuant to the Massachusetts Consumer Protection Act (M.G.L. c. 93A). Recent enforcement actions include: Commonwealth v. Equifax, No. 1784-CV- 3009BLS2 (Mass. Super. Ct., Sept. 9, 2017) (first and only state enforcement action holding Equifax accountable for its unprecedented data breach); Commonwealth v. Lustig, Glaser and Wilson, et al., No. 15-3852 (Mass. Super. Ct.., Jul. 20, 2017) (consent judgment against largest debt collection law firm in Massachusetts); Commonwealth et al. v. Devos, No. 17-1331 (RDM) (D.D.C., Jul. 6, 2017) (lawsuit, joined by 20 other attorneys general, against U.S. Dept. of Ed. for unlawfully rescinding student loan forgiveness rule); Commonwealth v. American Career Institute et al., No. 2013-CV-4128 (Mass. Super. Ct., Jun. 2, 2016) (consent judgment against for-profit school that served as the basis for $30 million in student loan forgiveness and refunds.) Prior to joining the Massachusetts Attorney General’s Office, Weinstein was a Senior Clinical Instructor and Lecturer at Law at Harvard Law School, and a supervising attorney at the Legal Services Center in Jamaica Plain, Massachusetts.



Scott Weltman
Weltman, Weinberg & Reis Co., LPA

Topic: What's the Buzz - The Verdict Is In: A Law Firm’s Battle Against the CFPB
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.

Topic: The Whole Truth: Highlights of a Groundbreaking Court Case
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.

Biography: Scott S. Weltman is the firm’s Managing Partner, and is located in the downtown Cleveland, Ohio office. Mr. Weltman brings more than 25 years of extensive collection litigation experience to his role, managing numerous cases of varying size and degree of difficulty. Prior to becoming Managing Partner, he served as Partner of Consumer Collections and Manager of the firm’s Probate Group. His additional areas of practice include Commercial/Agency Services, Commercial Banking, Commercial Business, and Special Collections. He has been recognized in several editions of Ohio Super Lawyers (2005, 2007, 2010-18), Ohio Rising Stars (2005), and is AV® Preeminent™ Rated by Martindale-Hubbell, its highest available rating for legal ability and professional ethics.
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Brian Winn
Winn Law Group

Topic: Legal Outsourcing: Best Practices in Building a Successful Legal Strategy
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.

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.
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Michael Zachau
T-Mobile

Topic: OCA Compliance Management
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.

Biography: Michael Zachau jointed T-Mobile as a OCA Compliance Manager in 2017. He has over 13 years of experience working in the financial and telecom industries and is skilled in protecting companies from regulatory risk through careful management and compliance program leadership.
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Brian Zempel
Credit First National Association (CFNA)

Topic: The Great Debate: Collection Effectiveness and Compliance
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!

Biography: Mr. Zempel is responsible for all aspects of the private label credit card program for Bridgestone Americas, which is highlighted by the issuance of credit cards for their 2,000 company-owned locations (such as Firestone Complete Auto Care) combined with over 5,000 merchant affiliated Bridgestone locations across the United States. Brian champions strategy & marketing development, universal customer care, and operations for CFNA, which is a nationally chartered special purpose credit card bank based outside of Cleveland, Ohio. Bridgestone / CFNA is one of the few retailers who maintain the servicing and credit risk strategy for their credit card portfolio, which includes all customer and merchant contact points highlighted by cardholder acquisition and lifecycle management strategy, customer service and collections, field sales & marketing, IT, and all compliance elements of the banking organization.
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Debt Connection Symposium and Expo

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