Speaker Topic and Biography


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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Bruce Gray
Mercantile

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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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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Jorge Munoz
Exeter

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!



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!

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: Lawyers Three Dimensional Chess
Feel like you’re juggling corporate priorities, compliance and attorney's personalities to keep your collection attorneys, defense counsel and in-house general counsel happy in a tangled world of compliance and performance demands? Hear this timely, interactive, and free-wheeling discussion on the increasingly complex interplay between clients (credit grantors, automobile finance companies and debt buyers), their collection attorneys (who wrestle daily with the complexities of being compliant and collecting enough money to be profitable and maintain market share), their internal General Counsel (responsible for protecting the brand) and the industry's specialized national defense attorneys (who 'protect and defend' both collection attorneys and especially their clients from predator consumer rights attorneys in either individual counterclaims or class actions).

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.



Brian Winn
Winn Law Group

Topic: Lawyers Three Dimensional Chess
Feel like you’re juggling corporate priorities, compliance and attorney's personalities to keep your collection attorneys, defense counsel and in-house general counsel happy in a tangled world of compliance and performance demands? Hear this timely, interactive, and free-wheeling discussion on the increasingly complex interplay between clients (credit grantors, automobile finance companies and debt buyers), their collection attorneys (who wrestle daily with the complexities of being compliant and collecting enough money to be profitable and maintain market share), their internal General Counsel (responsible for protecting the brand) and the industry's specialized national defense attorneys (who 'protect and defend' both collection attorneys and especially their clients from predator consumer rights attorneys in either individual counterclaims or class actions).

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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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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