September 12-15, 2016 | JW Marriott Starr Pass | Tucson, Arizona
|Monday - September 12, 2016|
|7:00 a.m. - 2:00 p.m.||DCS2016 Charity Golf Championship benefiting Wounded Warrior Project
Debt Connection Symposium and Expo will host a Charity Golf Tournament to benefit Wounded Warrior Project on Monday, September 12, 2016, at the Starr Pass Golf Club in Tucson, AZ. This year’s tournament will feature DCS attendees/golfers competing for awards, prizes and bragging rights to determine who will be the DCS champion. (This is not a conference scramble, but a full-fledged competition for our golfers! ) All proceeds from this worthwhile event will benefit the Wounded Warrior Project. Entry fee to participate is a minimum donation of $25.00 which will include green fees and cart rental, all proceeds will go to the Wounded Veterans. Our goal is $20,000, we are counting on your generosity. Lunch will be served at the clubhouse following the event.
|3:00 p.m. - 7:00 p.m.||Early Registration|
|Tuesday - September 13, 2016|
|7:30 a.m. - 2:00 p.m.||DCS2016 Everybody Golfs Networking Tournament
This year the “premiere networking event” will be the “EVERYBODY GOLFS” Scramble golf tournament. This golf tournament is FREE and available for all DCS2016 registered attendees. This scramble format begins at 8:30 am on Tuesday September 13th and is for all golfers, good, not so good and even golfers that could have used a few more lessons. Our idea is to have fun, network, enjoy the company of your peers and friends while enjoying golf at the beautiful J.W. Marriott Starr Pass Resort.
|7:00 a.m. - 7:00 p.m.||Registration (Golfers should Check-In no later than 7:30 AM)|
|8:00 a.m. - 4:00 p.m.||Exhibitor Set-up|
|3:00 p.m. - 4:30 p.m.||Featured Company Meeting|
|3:00 p.m. - 4:30 p.m.||PWCI - Network of Professional Women in the Collections and Call Centers Industries (Open to All Attendees)
The Ever Changing Economy - What is the Impact?
Alex Siotos, Experian
How does the economic changes affect how we go about running our businesses? What are the signs of an improving or declining economy? The session will look at the drivers of our economy and how our business should react to them.
|3:00 p.m. - 4:30 p.m.||Auto Finance Peer Group Member Roundtable Session (Members Only)
Debbie Venderley, Hyundai Capital America
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.
|3:30 p.m. - 4:30 p.m.||Military Veterans in Credit & Collections - “VCC”
The VCC group will be holding its next formal meeting and all military personnel including; active, reserve, retired, and veterans are welcome to attend. This is a fantastic opportunity for fellow veterans to weigh in on the structure and mission of the group. Join fellow veterans in discussion on industry “hot topics” or simply enjoy meeting your peers! Please direct questions to: Charly Filipek - firstname.lastname@example.org
|4:30 p.m. - 5:00 p.m.||Audit Oversight Benchmarking
Anthony Williams, Resurgent Capital Services
At last year's Debt Connection Symposium & Expo, we launched an audit oversight survey project, led by Anthony Williams of Resurgent Capital Services. Since our kickoff, Anthony and team have worked to fine-tune an audit oversight survey for creditors and debt buyers, and a separate audit oversight survey for agencies, attorneys and specialty vendors as well. Both surveys were well received, with over 63 creditors submitting completed surveys, and over 84 agencies/attorneys providing additional survey information. Learn more about how creditors view their audit oversight, and how agencies and attorneys view their client's oversight as well as their oversight of their third parties. Results are currently being tabulated and analyzed, and will be presented and discussed in this informative session.
|5:00 p.m. - 5:30 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!
|5:30 p.m. - 7:00 p.m.||Welcome Reception and Exhibits - Expo Hall
Come and help us kick off the Debt Connection Symposium and Expo 2016 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.
|Wednesday - September 14, 2016|
|6:30 a.m. - 8:00 a.m.||DCS2016 Walk/Hike
Come and join us on a scenic morning walk/hike on the Starr Pass trail through the western Tucson Mountains. The trail starts just steps away from the entrance to the J.W. Marriott Starr Pass Resort. Our morning hike is (approx 2.5 miles) through the scenic Saguaro National Park West, where a forest of saguaros dot the jagged mountainsides. Breathtaking views and abundant wild life will make this hike a don’t miss morning adventure. This is a rocky desert trail that loops around the mountain with some switchbacks and slight elevation. This area has been the backdrop of countless Old West movies and television shows filmed at the nearby Old Tucson Studios.
|7:30 a.m. - 7:00 p.m.||Registration and Expo Hall Open|
|7:30 a.m. - 8:45 a.m.||Breakfast - Expo Hall|
|8:45 a.m. - 9:00 a.m.||Opening Remarks
Judy Hammond, Resource Management Services, Inc.
|9:00 a.m. - 10:00 a.m.||Return of "Meet the Regulators"
Dama Brown, Federal Trade Commission
Nina Frant, Attorney-Advisor, Office of Supervision Policy, Consumer Financial Protection Bureau
Greg Nodler, Senior Counsel for Enforcement Policy and Strategy, Consumer Financial Protection Bureau
Kristi Thompson, Federal Communications Commission
Paul Watkins, Arizona Attorney General’s Office
Regulatory updates and enforcement action discussions have always been an important aspect to the Debt Connection Symposium & Expo conference agenda. Last year, we welcomed the FCC, CFPB and the FTC to jump start our event with our Meet the Regulators opening segment. It was so well received - we knew we needed to have the "Return" this year! In addition to the entities represented last year, we have added a representative from the Arizona Attorney General's Office. Don't miss this session to hear what's on their minds and what is on their agenda for the future. Be sure to come back after break to have the opportunity to ask your questions as well.
|10:00 a.m. - 10:30 a.m.||Morning Break and Exhibits - Expo Hall|
|10:30 a.m. - 11:00 a.m.||Return of "Meet the Regulators" - Q&A
We found out we needed more time! This Return segment is geared for an audience Q&A with the regulators. You have questions - they are here to answer them!
|11:00 a.m. - 12:00 p.m.||The Great Debate
Bruce Gray, Mercantile
Mark Naiman, Absolute Resolutions Corp.
Manny Newburger, Barron & Newburger, PC
Michael Spiroff, Verizon
Four intrepid industry leaders take the debate stage at DCS! Ratings were so high at last year's Great Debate that we planned an eye-opening sequel for 2016. These forward thinking professionals will take on topics of importance to us all - keeping collection effectiveness up while maintaining compliance and controlling expenses too! We can have it all. Philosophy of collections, leadership, micro economics, macro economics, conspiracy theories - (practically) nothing out of bounds for this group. Did Collection Effectiveness go out the window when compliance came in the door??? Hear how these four industry professionals debate the topics you want to know - maintaining effective collection techniques while ensuring a compliant atmosphere. Is there agreement in the industry as to "how" it must be done? Or, is there room for a variety of interpretations? How can you dial? Does the term "social media" scare you? How about geo-location services? Can you have compliant work from home employees? How about interest rates post charge off / pre-judgment? What about settlements? How do you avoid disparate impact and those sneaky unintended consequences. What about background checks, privacy and state laws that conflict? When is it appropriate to sue? And how about letters - are they effective collection tools or more likely an opportunity for FDCPA claims. Record all? When don't you record? What about the analytics behind the call recordings - is it really a training technique, important evidence or supporting documentation for terminations? How do you handle conflicting and/or vague regulations? What constitutes appropriate third-party vendor oversight and auditing? When do you terminate, either collectors or vendors? This lively session will include 4 extremely knowledgeable debaters who will address the most relevant topics of the day - based on attendee requests. Don't miss this informative, maybe provocative, 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|
|12:30 p.m. - 2:00 p.m.||Featured Company Meeting|
|1:30 p.m. - 2:30 p.m.||Fast Track Presentations|
|1:30 p.m. - 1:45 p.m.||DBA Updates / Certification / Legislative Actions
MaryAnne Kelly, DBA International
DBA International represents more than 550 companies that purchase or support the purchase of performing and non-performing receivables on the secondary market. Hear how DBA provides its growing membership with extensive educational and business development opportunities in asset classes that span numerous industries. Get updated on enhancements to and expansion of DBA’s Receivables Management Certification Program.
|1:45 p.m. - 2:15 p.m.||Understanding SBREFA and the New Outline of Proposed Rules
Kristin McPartland, Consumer Financial Protection Bureau
The CFPB has released an outline of the proposals under consideration in preparation for convening a SBREFA panel. The outline is intended to provide background to the Small Entity Representatives (SERs) and to facilitate the Panel process. The Small Business Regulatory Enforcement Fairness Act (SBREFA) and the Dodd-Frank Act require the CFPB to convene such a panel when developing rules that may have a significant economic impact on a substantial number of small businesses. While changes can be expected from input provided by the small entity representatives selected to meet with the panel, and other avenues as the process evolves, the outline is seen by many as an indicator of the prospective rulemaking concepts and direction. Don't miss this informative session to stay up to date on the process of rulemaking for debt collection.
|2:15 p.m. - 2:30 p.m.||The Lay Person's Guide to Agency Development of FDCPA Law as a "Friend" of the Appellate Courts
Thomas Pahl, Arnall Golden Gregory LLP
|2:30 p.m. - 3:00 p.m.||A Litigation Strategy for the Current Regulatory Environment
David Ravin, Harvest Strategy Group, Inc.
Rob Yarmo, Harvest Strategy Group, Inc.
With the CFPB, FCC, state Attorney Generals, other regulatory bodies and class-action seeking attorneys lurking around every corner, how do companies balance the need to mitigate risk with maximizing net recovery of their charged off portfolios? Now more than ever companies are wrestling with the recovery options available. Do they collect in-house, outsource to collection agencies, sell the debt, litigate or do nothing? Where is the right balance among the options? Many creditors see a litigation recovery strategy as one of the most highly effective and risk-adverse recovery options. Years of data developed by Harvest Strategy Group support the business case that even in this age of heavy scrutiny and regulatory oversight, in most situations with the right litigation strategy in place and effective execution, a recovery lift of 50% or more is not only possible but is a reality. This session will explore the processes necessary to select the most suit-worthy accounts, choose the right litigation strategy, develop a CFPB-friendly audit and oversight program, as well as the documentation requirements necessary to achieve these objectives.
|3:00 p.m. - 3:30 p.m.||Afternoon Break and Exhibits - Expo Hall|
|3:30 p.m. - 5:00 p.m.
Concurrent Attorney Session
|SCOTUS, CFPB Consent Orders and FDCPA Cases
Tomio Narita, Simmonds & Narita, LLP
Manny Newburger, Barron & Newburger, P.C.
Legal professionals should attend this session and join the discussion on the latest legal decisions impacting the credit and collections industry. This was a big year at the Supreme Court - hear how SCOTUS cases are affecting the credit and collection sector. Wondering how to deal with CFPB Consent Orders? Hear thoughts on consent orders and their likely impact on collection and consumer litigation. Also included in this discussion - our traditional FDCPA update on cases of interest.
|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.)
Rozanne Andersen, Ontario Systems
There are two camps forming among collection agencies: one is for those who simply do not call cell numbers, and the other is for those who do. If you are in the former, doing business has probably gotten tougher over the last several months as more and more consumers ditch landline phones – Unfortunately it is only going to get worse. Calling cell numbers is risky business, but it can be done if you set the proper workflow in motion. This roundtable discussion will focus on the practices, technology, scrubs and solutions used by many in the marketplace today to mitigate risk while keeping the doors open.
|Working with Deceased Borrowers
Barry Dumser, First Citizens Bank
We will discuss the issues and decisions needed when a creditor or debt collector finds that an debtor/obligor has died. Open lines of credit as well as all other type of debts. Dealing with the bereaved, locating and filing claims against the estate, negotiating settlements, handling other obligors on the debt, etc. will be discussed and tactics suggested.
|Role of Speech Analytics
Kelli Edmonds, D & A Services, LLC
Is the use of speech analytics software a justifiable expense, or are quality assurance agents just as effective? Does the use of speech analytics software reduce the subjectivity typically found with the use of quality assurance agents? Join this interactive roundtable to discuss the pros and cons of utilizing speech analytics software and quality assurance agents.
|First Line Supervisors: First Defense - First Risk
John Frey, BBVA Compass - Retired
The first line supervisor is your key asset in managing the risk and effectiveness of your staff having direct and frequent contact with your customers. Often the first line supervisors get less attention and support than needed. They are often unsure of how to handle difficult behavior and performance issues. We will discuss how to select, train, coach and empower these important assets. We will also define the objectives for the first line supervisor. Please bring your questions, problems, issues to the table for a productive and interactive session.
|Repossessions and Replevin Actions
Missy LaMonaca, S&T Bank
When it comes to repossessions, do you know where to go to find out if you or your agent is following the laws? Most states follow Article 9 of the Uniform Commercial Code for repossessing collateral. As a creditor, you or your agent must follow some basic rules of repossessions such as not “Breaching the Peace” and providing notices of the sale of the collateral. Also do you know what you can do if you can’t repossess the collateral without “Breaching the Peace”? Attend the round table discussion on Repossessions, and we can discuss this and more.
|Conversation on SBREFA with the CFPB
Kristin McPartland, Consumer Financial Protection Bureau
|Culture Training and Goal Alignment to Achieve Partnership
Andrew Schorn, USAA Federal Savings Bank
Building a strong foundation between issuers and agencies should be based on setting goals where the success of either is tied to the success of both. Being able to quantify and articulate a strong set of clear objectives, supported by simple reporting and milestones is the basis upon which this foundation is strengthened. This session will discuss different approaches to ensure the goal linkage, discuss simple measurements that support the goals, and generally discuss building a partnership based on mutual success.
|Conversation with the FCC
Kristi Thompson, Federal Communications Commission
Kristi Thompson is Deputy Division Chief of the FCC’s Telecommunications Consumers Division. Kristi oversees the FCC’s 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.
Debbie Venderley, Hyundai Capital America
You frequently monitor your Third-Party vendors' performance. But do you audit to ensure their performance is compliant with federal, state, and operational requirements? Join this roundtable to share and discuss best practices in auditing your Third-Party vendors. We will discuss the Audit Checklist, identify key measurements, and determine what actions are needed pre- and post-audit. We will brainstorm the right questions to ask those who handle our consumers' personal information. Your due diligence shouldn't start and end at vendor on boarding.
|Debt Buyer Due Diligence
Jenn Wilson, DebtTrader
Whether onboarding new vendors, or conducting ongoing due diligence analysis and reviews, a defined and well planned program is essential for both compliance and profitability. Learn techniques to incorporate compliance into the due diligence process. Discuss the various aspects of new vendor due diligence, ongoing audit and due diligence maintenance as well as ideas from the DBA Certification requirements.
|Post Judgment Collection Techniques
Brian Winn, Winn Law Group
What works? What doesn't work? And what can you do, and not do, to collect? This will be an interactive roundtable discussion on advanced techniques for collecting dormant judgments using asset and skip vendors for current information on employment, bank and real property information... all with an eye on compliance.
|5:00 p.m. - 7:00 p.m.||Cocktail Reception - Expo Hall - Sponsored by: Experian|
|Thursday - September 15, 2016|
|7:00 a.m. - 8:00 a.m.||Yoga Hour - Yoga with David Stein - Sponsored by Malcolm S. Gerald and Associates, Inc. (MSG)
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. This class will be moderately paced for the person with limited (or no) yoga experience, yet challenging enough for someone who practices yoga regularly. Start your day with something great for your body and mind.
|8:30 a.m. - 10:00 a.m.||Networking Gourmet Breakfast - Expo Hall
Take advantage of this last opportunity to see the Expo and enjoy a delicious networking breakfast.
|9:15 a.m. - 12:00 p.m.||Technology Thursday Panel|
|9:15 a.m. - 10:00 a.m.||Vendor Oversight – Using Technology Wisely
Ken Evancic, Resource Management Services, Inc.
Paul Kaloustian, Bank of America
Chris Straiter, Sentry Credit, Inc.
Dusty Whitesell, LiveVox, Inc.
In this panel we focus on the idea of technology allowing us additional control and visibility over vendor oversight. From remote access abilities to analysis of calls, learn how call recordings and call analysis can be a key driver of your compliance oversight program. This session focuses on how technology can drive the discussion and the logistics of various vendor compliance initiatives.
|10:00 a.m. - 10:30 a.m.||Debt Substantiation, Data Integrity and Customer Treatment
David Pauken, Convoke Inc.
Rozanne Andersen, Ontario Systems
Recent and pending regulatory changes are bringing tectonic changes to the ARM industry, stretching existing systems and resources, resulting in ever rising compliance costs and risk. Learn how top U.S. credit issuers and collectors are using an innovative cloud technology to address the three main pillars of today’s collection market - debt substantiation, data integrity, and customer treatment.
|10:30 a.m. - 11:15 a.m.||Contacting the Elusive Mobile Consumer
Bob Davis, Security National Automotive Acceptance Company (SNAAC)
Paul DeSaulniers, Experian
Kirby Miller, VoApps
Collections and customer service is constantly evolving in today's digital age. As consumers shift their preferred methods of communication, we need to understand and shift our efforts to interact and engage the consumer. Learn how to adapt and also stay at the forefront of a constantly changing world. We'll frame up the concept with some digital consumer stats, spend some time on compliance and throw in some operational functionality, best practices and success stories to round out the panel discussion.
|11:15 a.m. - 12:00 p.m.||Locating Consumers, Locating Assets – What Technology Changes Mean to Collection Results
Moderator: Brian Winn, Winn Law Group
Jason Horsley, LexisNexis
Colleen Rose, Experian
Jim Van Schaik, RNN Group Inc.
|10:30 a.m.||Expo Hall Closes|
|12:00 p.m.||Conference Closes & Technology Drawing|
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