Speaker Topic and Biography


Rozanne Andersen
Ontario Systems

Topic: Debt Substantiation, Data Integrity and Customer Treatment
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.

Topic: TCPA Update
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.

Biography: Rozanne M. Andersen J.D., is widely recognized for leadership in compliance and her advocacy work on behalf of the collection, healthcare and financial services industries. She earned her J.D. from William Mitchell College of Law in 1983 and her B.S. from the University of Minnesota.

Andersen was named by Minnesota Lawyer magazine as “Attorney of the Year” for excellence in providing in-house legal services and profiled as one of the "5 Women You Should Know" due her positive impact on Federal laws and regulations impacting the collection industry and the healthcare revenue cycle. She has also been honored by a leading industry trade organization as an “Industry Champion” for her “hard work to improve the intertwined worlds of consumer advocacy and debt collection.
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Dama Brown
Federal Trade Commission

Topic: Return of "Meet the Regulators"
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.

Biography: Dama Brown is the Regional Director of the Federal Trade Commission’s Southwest Region, which covers Arkansas, Louisiana, New Mexico, Oklahoma and Texas. As Regional Director, Ms. Brown oversees litigation involving unfair or deceptive acts or practices or rule violations in a variety of industries, including automobile and home financing, consumer credit, debt collection, mobile technologies, and telemarketing. She also speaks to business, industry, media, and consumer groups about consumer protection issues and regulation.

Prior to becoming Regional Director, Ms. Brown was a staff attorney with the FTC. In that role, she brought regulatory enforcement actions against debt collectors, mortgage relief service providers, mortgage brokers, and precious metals dealers and received the FTC’s Paul Rand Dixon and Janet D. Steiger awards for excellence. Ms Brown joined the FTC in 2006 after spending ten years in private practice in metro Detroit.



Bob Davis
Security National Automotive Acceptance Company (SNAAC)

Topic: Contacting the Elusive Mobile Consumer
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.

Biography: Mr. Davis joined SNAAC in March 2015 after most recently working at Exeter Finance Company as an Area General Manager. Mr. Davis started his career in indirect auto lending in June 1978 and spent 12 years with Wells Fargo Dealer Services as VP. Regional Business Center Manager in their Chicago office which had a $1.5B portfolio. Prior to Wells Fargo Mr. Davis spent 16 years with Toyota Financial Services (TFS). For TFS he worked on their transition from Chrysler First to support the development of their branch network along with starting the Central Collection/Recovery, Bankruptcy and Remarketing departments along with managing their Systems Development and Customer Service Center. Through his career Mr. Davis has held various positions in management in other areas relating to Credit, Sales, Project Management, Credit Risk and Audit. Mr. Davis has an AA Degree in Business Administration from Santa Monica College.



Paul DeSaulniers
Experian

Topic: Contacting the Elusive Mobile Consumer
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.

Biography: As Senior Director of Risk Scoring, Trended Data Solutions & Collections at Experian, Paul DeSaulniers is responsible for leading all of the Risk Scoring businesses, Experian’s Trended Data solutions as well as Collections products. He focuses on utilizing data assets to solve clients’ challenges and developing specific strategies to effectively integrate scoring and data into clients’ decisioning systems. DeSaulniers brings strong product and industry knowledge with his experience in the financial service industry, data businesses as well as a deep understanding of risk management and credit policy.

Prior to joining Experian in 2011, DeSaulniers served as Director of Credit Risk Decisioning at LexisNexis. He has 17 years of experience working in the financial service industry where he has successfully led several business units at Ascend One and Think Finance.

DeSaulniers has a duel degree with a Master of Business Administration and Master of Science in finance from Goldey-Beacom College. He obtained his Bachelor of Arts in economics from Towson University. He is also a veteran of the US Army’s Special Forces.



Barry Dumser
First Citizens Bank

Topic: Working with Deceased Borrowers
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.

Biography: As Senior Vice President of First Citizens Bank, Mr. Dumser manages the Default Litigation Unit comprised of Bankruptcy and Deceased Borrower matters for First Citizens Bank and Trust Company in addition to In-house Counsel to the Credit Resolution Group which includes all aspects of defaulted Consumer and Commercial loans and mortgages.

With a B.S. in Economics from Wharton School of Finance and Commerce, University of Pennsylvania, an M.B.A. from Boston University, and a Juris. Doctorate from the University of Baltimore, Barry has decades in the accounts receivable field, as a creditor, and as a debt collector. He has also managed collections and recoveries for a large Mid Atlantic healthcare insurer, litigated hundreds of cases as a Creditor's Rights attorney and was General Counsel to one of the largest debt buyers. Barry has extensive experience in unsecured, collateralized, and consumer purpose and commercial loans.

Barry and his wife, Sandra McShea (also a licensed attorney) live on their farm in the Pinehurst North Carolina area where they breed and sell Connemara Ponies.



Kelli Edmonds
D & A Services, LLC

Topic: Role of Speech Analytics
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.

Biography: Kelli Edmonds is the Executive Director of Compliance and Strategic Development at D & A Services, LLC. Kelli started her career in the credit and collections industry over 25 years ago, and has held various leadership roles with Axcess Financial Services, Chase Auto Finance, Citibank, GE Capital and Sallie Mae. Kelli is Six Sigma Green Belt Certified and has a Bachelor's degree in Business Management from Emporia State University.



Ken Evancic
Resource Management Services, Inc.

Topic: Vendor Oversight – Using Technology Wisely
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.

Biography: Ken Evancic is a collections veteran with over 20 years experience, managing more than 1200 collectors, and multiple portfolio types. 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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Nina Frant
Attorney-Advisor, Office of Supervision Policy, Consumer Financial Protection Bureau

Topic: Return of "Meet the Regulators"
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.

Biography: Nina Frant joined the Consumer Financial Protection Bureau (CFPB) in January 2015 and serves as an Attorney-Advisor in the Bureau’s Office of Supervision Policy, Division of Supervision, Enforcement and Fair Lending. She provides regulatory policy guidance, legal interpretation and technical assistance to CFPB supervision examination staff, focusing on the areas of debt collection, pay day lending, and consumer reporting.
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John Frey
BBVA Compass - Retired

Topic: First Line Supervisors: First Defense - First Risk
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.

Biography: After 43 years in the financial services industry John recently retired from his position with BBVA Compass Bank as Executive Vice President of Collection and Recovery for all Retail Products.

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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Bruce Gray
Mercantile

Topic: The Great Debate
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!

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. Under Bruce's leadership CI grew to become one of the premier agencies servicing the ARM Industry. He is one of a relatively small group of industry professionals who has worked on both the creditor and third-party side of the business. Bruce also has previous agency experience and held senior and executive level positions in the collection and recovery operations of several top five banks. Bruce received his Bachelor of Science in Management Principles and Business Communication from Adelphi University.



Judy Hammond
Resource Management Services, Inc.

Topic: Opening Remarks

Biography: Judy Hammond is founder of two corporations, Resource Management Services, Inc., founded in May 1986, and The Debt Marketplace, Inc., founded in 1994. Both corporations specialize in consulting and serving the collection and recovery industry.

As President of Resource Management Services, Inc., she has more than 25 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 collection agencies and attorneys.

She has worked generally with the top banks/financial institutions, utilities and telcoms, (and their vendors) and has conducted Best Practices projects through Visa, USA.
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Jason Horsley
LexisNexis

Topic: Locating Consumers, Locating Assets – What Technology Changes Mean to Collection Results

Biography: Jason Horsley has been serving the credit and collections market since 1996. He is currently the Director of Market Planning for Receivables Management at LexisNexis and has been with the company for the last 9 years. Previously, he was in leadership positions at Encore Capital and Capital One.



Paul Kaloustian
Bank of America

Topic: Vendor Oversight – Using Technology Wisely

Biography: Paul Kaloustian, Senior Vice President is a Group Operations Manager within Global Technology & Operations, where he is responsible for the Recovery performance of our third party collection agencies with products inclusive of Consumer Card, Consumer Lending, Business Card, and our vehicle Repossession vendors. Paul joined Bank of America in Maine in 1994 as an account manager in Customer Assistance. Paul has held team manager, unit manager, and site leadership roles within Collections and Recovery. He has also held positions within Credit Acquisitions and Customer Marketing. Paul graduated from the University of Maine with a BA degree in Business Management. He lives in Rockport, Maine with his wife and two children.



MaryAnne Kelly
DBA International

Topic: DBA Updates / Certification / Legislative Actions
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.

Biography: MaryAnne Kelly has more than 20 years’ experience in the financial services industry and serves as the Associate Director of DBA International. She is responsible for strategic initiatives, daily operations and managing the marketing needs in the promotion of DBA as an association as well as the accounts receivable industry including promotion to creditors in the seeking of new markets for members, membership recruitment to non-traditional members, promotion and branding of the association.

Prior to joining DBA in 2014, MaryAnne worked in the federal student loan program for EdFund/ECMC and in mortgage finance with Nehemiah Corporation of America and The Money Store. She brings a wealth of experience in financial services, strategic planning, organizational development, marketing and public relations.
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Missy LaMonaca
S&T Bank

Topic: Repossessions and Replevin Actions
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.

Biography: My name is Missy LaMonaca. I have 15 years of banking experience with 13 years in Collections. I have worked for AmeriServ Financial, First Commonwealth Bank, and currently work for S&T Bank. I have done all areas of collection work including consumer and commercial collections, foreclosures, repossessions, replevins, and judgments. At my time with Ameriserv Financial, I completed my own repossessions which means that I was in the field and taking the cars from work sites, homes and other places. Do to my hands on experience, I know what regulations you need to follow when completing a repossession along with what you need to do if the customer is hiding the vehicle from you. I currently manage the consumer collections department. Even though we don’t handle our repossessions personally, we have a repossession company that handles them for us. This also gives me insight to what you need to look for when assigning a repossession to a company.



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 and 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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Kristin McPartland
Consumer Financial Protection Bureau

Topic: Understanding SBREFA and the New Outline of Proposed Rules

Topic: Conversation on SBREFA with the CFPB

Biography: Kristin McPartland is a Senior Counsel in the Consumer Financial Protection Bureau’s Office of Regulations. As part of the Office of Regulations, Ms. McPartland works on a variety of consumer credit and financial services issues. She also leads the Bureau’s debt collection rulemaking team. Prior to joining the Bureau in 2013, she was an associate at Kelley, Drye & Warren, LLP and Bryan Cave LLP. Ms. McPartland is a graduate of the George Washington University School of Law and Vassar College.



Kirby Miller
VoApps

Topic: Contacting the Elusive Mobile Consumer
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.

Biography: Kirby Miller is the Director of Sales at VoApps in Atlanta, GA. VoApps DirectDrop Voicemail is the patented solution to deliver a voice message directly to mobile voicemail without calling the phone. Kirby has been involved in Lending and Collections for over 10 years. Kirby launched his career at MBNA, which later merged with Bank of America. While working in the credit card line of business, Kirby spent time in Loss Prevention, Sales, and Consumer Marketing. Recently, Mr. Miller served as Call Center Manager for MacFarlane Group in Las Vegas, NV where his responsibilities involved Lending Operations, Recovery Operations, Debt Selling, and Product Development. Kirby Miller graduated from Shippensburg University.



Mark Naiman
Absolute Resolutions Corp.

Topic: The Great Debate
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!

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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Tomio Narita
Simmonds & Narita, LLP

Topic: ATTORNEY SESSION: SCOTUS, CFPB Consent Orders and FDCPA Cases
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.

Biography: Tomio B. Narita is a partner with the California law firm, Simmonds & Narita LLP. His practice focuses on the defense of creditors, debt buyers, collection law firms and collection agencies and in consumer litigation, including defending individual actions and class actions arising under the Fair Debt Collection Practices Act, the Fair Credit Reporting Act, the Telephone Consumer Protection Act, and other federal and state laws governing the collection process.



Manny Newburger
Barron & Newburger, P.C.

Topic: The Great Debate
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!

Topic: ATTORNEY SESSION: SCOTUS, CFPB Consent Orders and FDCPA Cases
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.

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.



Greg Nodler
Senior Counsel for Enforcement Policy and Strategy, Consumer Financial Protection Bureau
Session: Return of "Meet the Regulators"
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.

About Greg Nodler:
Greg Nodler is Senior Counsel for Enforcement Policy and Strategy at the Consumer Financial Protection Bureau (CFPB). Much of his work involves unlawful practices in the debt collection, payday, and small dollar lending markets. He joined the CFPB in July 2011 as an Enforcement Attorney and worked on public enforcement actions against Capital One Bank, American Express, ACE Cash Express, Portfolio Recovery Associates, Midland Funding, Asset Acceptance, and Encore Capital Group, addressing harms related to debt collection, payday lending, credit reporting, deceptive marketing of credit card add-on products, and other unlawful practices. Prior to joining the CFPB, he was an adjunct professor at the University of Houston Law Center and represented consumers in a private practice and as a staff attorney in the Consumer and Home Protection units of Lone Star Legal Aid.



Thomas Pahl
Arnall Golden Gregory LLP

Topic: The Lay Person's Guide to Agency Development of FDCPA Law as a "Friend" of the Appellate Courts

Biography: Thomas B. Pahl is a partner at the law firm of Arnall Golden Gregory LLP in Washington, D.C., where his practice focuses on representing debt collectors, debt buyers, creditors, credit reporting agencies, and other consumer financial services companies. Prior to joining the firm, Tom was a Managing Counsel in the Office of Regulations at the Consumer Financial Protection Bureau for three and a half years, having responsibility for rulemaking, guidance, and policy development activities at the agency relating to debt collection, credit reporting, and financial privacy. Before coming to the CFPB, he spent over two decades in a number of positions at the Federal Trade Commission, including serving for six years as an Assistant Director in the Division of Financial Practices, where he was responsible for managing the agency’s debt collection enforcement and policy work. Tom received his J.D, cum laude from Northwestern University School of Law in Chicago, Illinois, and his B.A., summa cum laude, in economics from the College of St. Thomas in St. Paul, Minnesota.



David Pauken
Convoke Inc.

Topic: Debt Substantiation, Data Integrity and Customer Treatment
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.

Biography: David Pauken is CEO of Convoke, which provides its customers with a debt registry and secure repository for the storage, access, and bi-directional mobility of data and documents. Dave began his career at Andersen, and then served as Chief Accounting Officer for Snyder Communications. Dave went on to serve as Chief Operating Officer of the Washington Redskins, and then as the President and CEO of Eka Systems, a leading smart grid technology company. Dave completed the sale of Eka to Cooper Industries in 2010, just prior to joining Convoke. Dave also serves as Chairman of the Mortgage Bankers Association Servicing Transfer Workgroup.



David Ravin
Harvest Strategy Group

Topic: A Litigation Strategy for the Current Regulatory Environment
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.

Biography: David Ravin began his career in the Accounts Receivable Management industry with Machol & Johannes, LLC, one of the premier collection law firms in the country. In this capacity, David managed client portfolios and developed sophisticated analytical tools and enhanced collection strategies. In 2007, after years of incubating an agency and attorney collection outsourcing model, David co-founded Harvest Strategy Group, a leading national attorney network and accounts receivable management firm. David maintains a strong interest in the political arena as it relates to ARM industry legislation. At Harvest Strategy Group, David co-developed a proprietary legal scoring selection and segmentation model known as ProScoreTM.



Colleen Rose
Experian

Topic: Locating Consumers, Locating Assets – What Technology Changes Mean to Collection Results

Biography: Colleen has been with Experian for 3 years; currently as a Senior Product Manager and her previous role was as an Account Executive in the Collections Vertical.

Colleen has 20 years of collections industry experience on both the issuer and agency sides. Prior to Experian, Colleen worked for Asset Management Professionals as the Vice President of Business Development driving significant new client revenue growth. Prior to that, Colleen worked at NCI as the Director for Key Accounts, focusing on growing revenue for 6 of the top ten credit card issuers. Colleen began her career on the issuer side and has worked at Capital One in both the collections and credit activation department, as well as at SunCom Wireless, now T-Mobile, where she oversaw customer service, internal and external collections, and recoveries operations.

Colleen holds a BBA in finance from The College of William and Mary and an MBA from the University of Richmond.



Andrew Schorn
USAA Federal Savings Bank

Topic: Culture Training and Goal Alignment to Achieve Partnership
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.

Biography: Schorn brings nearly 30 years of hands-on industry and operational experience to his role at USAA. As the leader of Agency Management in the Federal Savings Bank, Schorn leads the outsource agency vendor performance management team.

Prior to joining USAA, Schorn worked as a Consultant to the financial services industry where he provided reviews and operational expertise to both US and UK based banks in the credit card, mortgage, home equity, auto collection and loss mitigation operations areas.

Prior to Consulting, Schorn has worked as the senior leader of outsourcing and collection operations at debt buyer and credit card operations, IDT Carmel, Chase Card Services, Fleet Bank, AT&T, GE Capital, and Citibank, where he managed multi-billion dollar portfolios.



Alex Siotos
Experian

Topic: The Ever Changing Economy - What is the Impact?
How does the economic changes affect how we do go about running our businesses. What are the signs of an improving or declining economy? The session will be look at the drivers of our economy and how our business should react to them.

Biography: Alexandra Siotos is a collection solutions consultant who works with clients in the financial services industry to integrate the right solution into their collection process with the goal of improving operational efficiency and shortening collection time. In her role as consultant, Siotos utilizes her 40 years of experience to evaluate clients' processes, the tools they use and their specific goals so that she can establish a workflow strategy that will clearly identify opportunities for her clients to make their collections process smarter by leveraging technology, analytics and performance metrics. An expert in account segmentation, contact strategy, analytics scoring and operational efficiencies, Siotos is entrenched in the collections market landscape. Her knowledge ranges from competition and industry best practices to the heavy regulations that are impacting her clients and the economic factors that are driving market growth. This in-depth understanding of the market makes her one of the foremost authorities on implementing the most efficient collections solutions that will stand up to the ever-changing conditions in the market. She advises her clients that before they implement any collection solution, they must have a strategy in place based on prior analytics to reach peak performance. She also encourages them to run an ethical business that follows all industry regulations to the letter of the law and best practices to ensure compliance. Prior to coming to Experian, Siotos spent 16 years at TRW (formally part of Experian) as an operations and consumer relations supervisor. She also held a number of senior sales management positions throughout her tenure at TRW.



Michael Spiroff
Verizon

Topic: The Great Debate
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 avoiding 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!

Biography: Michael Spiroff is an ARM industry veteran of more than 20 years. He oversees recovery operations for all Verizon. His most significant accomplishment at Verizon has been the assimilation of recovery operations across Verizon Business, Verizon Telecom, and Verizon Wireless.

Michael holds a Bachelor’s of Science in Mathematics from Purdue University and a Master’s in Finance from St. Louis University. He is an ACA Certified Consumer Credit Executive and has served as Chair of the Business Affiliate Relationship Committee for the Telecommunications Risk Management Association.

His responsibilities, past and present, at the former MCI, PrimeCo, AirTouch, Verizon Wireless, and Verizon include: credit policy and credit risk, first and third party vendor management, corporate and offshore collections, recovery strategy, portfolio analytics, credit reporting, contract negotiations, debt sales, quality assurance, bankruptcy, call center management, audits, budgets, and forecasts.



Chris Straiter
Sentry Credit, Inc.

Topic: Vendor Oversight – Using Technology Wisely
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.

Biography: Chris Straiter is the Chief Compliance Officer with Sentry Credit, Inc. a leading ARM firm based out of Everett, WA specializing in Financial Services, Education and Mortgage receivables. His responsibilities with Sentry Credit include Compliance, Voice Analytics, Complaint Management and Quality Assurance. Chris joined Sentry Credit, Inc. in February 2012, after a two-year assignment at American Express Global Collections, where he was a Portfolio Manager. His responsibilities with American Express included managing agency performance for a number of 3rd party collection agency relationships. This focus included operational improvements, collector and leader development, and enhancing controls and compliance to American Express standards.

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



Kristi Thompson
Federal Communications Commission

Topic: Return of "Meet the Regulators"
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.

Topic: Conversation with the FCC
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.

Biography: 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. Prior to joining the FCC in 2007, Ms. Thompson worked in private practice in Washington, DC assisting companies and organizations with FCC regulatory compliance (including the TCPA) among other matters. She received her J.D. from the University of California at Berkeley’s Boalt Hall School of Law.



Jim Van Schaik
RNN Group Inc.

Topic: Locating Consumers, Locating Assets – What Technology Changes Mean to Collection Results

Biography: Jim Van Schaik has served the Financial Services Industry for 25 years currently as the CEO and Founder of RNN Group Inc. which Jim Founded in 2012. Prior to founding RNN, Jim was Vice President of Receivables Management for LexisNexis where he spent 17 years. Jim’s focus since 2010 has been in providing the most accurate, actionable, secure, compliant data available in the market allowing RNN clients to focus valuable resources and FTE on driving results rather than cleansing inaccurate vendor data.



Debbie Venderley
Hyundai Capital America

Topic: Auditing
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.

Biography: Debbie started her career in the banking and collections industry over 25 years ago, and has held various leadership roles with Bank of America, New Century Mortgage, Triad Financial and currently at Hyundai Capital America. Her responsibilities included operations management in Recovery, Bankruptcy and Specialty departments, 3rd party oversight, vendor management of a network of 100+ Collection, Recovery, Law firms and Remarketing vendors and recently, Debbie took over the Compliance Letter Management department.



Paul Watkins
Arizona Attorney General’s Office

Topic: Return of "Meet the Regulators"
Regulatory updates have always been and important aspect to the Debt Connection Symposium & Expo conference agenda. Last year, we welcome the FCC, CFPB and FTC participating in this segment. This year we have confirmation from the FCC, and have invited the other participants as well as added an attorney general to the invites. Watch our website for confirmation.

Biography: Paul Watkins is Chief Counsel for the Civil Litigation Division in the Arizona Office of the Attorney General. In this role, Paul manages the state’s litigation in state and federal court, including subject matter such as consumer fraud, antitrust, civil rights, bankruptcy, and environmental law. Previously, Paul practiced at Covington & Burling LLP in San Francisco and Simpson, Thacher & Bartlett LLP in Palo Alto, California. He is a graduate of Hillsdale College and Harvard Law School, and a former clerk for Judge Dennis W. Shedd on the United States Court of Appeals for the Fourth Circuit.



Dusty Whitesell
LiveVox, Inc.

Topic: Vendor Oversight – Using Technology Wisely
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.

Biography: Dusty Whitesell is an accomplished accounts receivable management executive with 20+ yrs experience covering all aspects of outsourced creditor-servicing, specializing in contact center operations. Whitesell was most recently COO of Sentry Credit, a Seattle-based BPO, where he was responsible for driving contact strategies and operations across the entire organization. Prior to Sentry, Dusty held executive positions at Asset Management Outsourcing and Outsourcing Solutions Inc. Currently, Whitesell is the Chief Evangelist at LiveVox where he is helping leverage his extensive industry and operations knowledge to direct the development and adoption of cloud solutions for BPO.



Anthony Williams
Resurgent Capital Services

Topic: Audit Oversight Benchmarking
Creditors and Debt Buyers with responsibility for vendor oversight are welcome to join this discussion.

Biography: Anthony Williams is the Senior Director of Servicer Oversight at Resurgent Capital Services. His role includes managing the External Compliance Audit, Vendor Security Audit, and all monthly compliance based audits such as TCPA, Call Monitoring, Collection Letters, etc. Anthony has been with Resurgent Capital Services for more than 15 years where he has served as Director of Recruiting & Training and Assistant Vice President of Operations. Prior to joining Resurgent Capital Services, he served as Assistant Vice President of Wholesale Loans for Emergent Mortgage Corp/HomeGold Financial Group. Anthony’s professional background covers multiple areas in the financial service industry including, banking, insurance, credit counseling, and sales. He possesses a BA in Sociology with a concentration in Business from Wake Forest University and a Masters of Business Administration from Southern Wesleyan University.



Jenn Wilson
DebtTrader

Topic: Debt Buyer Due Diligence
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.

Biography: As Executive Vice President of Compliance at DebtTrader, Jenn is responsible for managing the certification process for buyers and agencies, ongoing vendor management and all compliance related functions. She has over 20 years of experience in compliance, vendor management and governmental affairs. Before joining DebtTrader, Jenn worked on the collection agency side managing compliance, regulatory and legal affairs. She also managed the annual SSAE16 certifications for two large collection agencies. Jenn has served on the Certification Council for DBA since February of 2016.



Brian Winn
Winn Law Group

Topic: Post Judgment Collection Techniques
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.

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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Rob Yarmo
Harvest Strategy Group

Topic: A Litigation Strategy for the Current Regulatory Environment
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.

Biography: Rob is a 35 year veteran of the Accounts Receivable Management Industry. Prior to joining Harvest Strategy Group 5 years ago, Rob worked in an executive and senior capacity for a number of national and international collection agencies and call centers in the US, Canada and India. While he started his career in sales, Rob has extensive experience managing operations, marketing and client services. Since forming a consulting company 8 years ago, Rob and his associates have also provided a wide range of consulting services for a number of prominent collection agencies and technology companies in Canada and the United States. In his full time capacity for Harvest Strategy Group, Rob oversees marketing and sales and is a core member of the leadership group, working with David and Brad McCurnin on the strategic direction and growth strategy of the company. Rob has establishes and manages the majority of client partnerships for HSG.



Debt Connection Symposium and Expo

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