Speaker Topic and Biography


Marc Cataldo
CallMiner
Topic: How Technology Assists Collection and Compliance Management

Biography: Marc is responsible for all business development efforts within the Credit and Collections vertical for CallMiner. He is a passionate believer that, through the use of advanced analytics tools, the ARM industry can achieve dramatic improvements in collections rates, customer service and compliance security. Prior to joining CallMiner Marc was the Director, Major Accounts for SoundBite and has been involved in the Credit and Collections industry for over a decade. Due to his many years of experience and insight, Marc is often sought out by ARM industry veterans for advice on how to improve operational productivity and manage compliance through the intelligent use of a broad variety of technologies. Through the years Marc has been asked to participate or speak in many industry events including Trade Show panels, regional ACA sessions and Attorney Network meetings.



Denise Cross
LexisNexis Risk Solutions

Topic: Operational Effectiveness - My How the Times Have Changed! Are you Changing with Them
It is much more expensive to operate in collections in today’s heavily regulated environment. What are you doing to maintain operational efficiency, strengthen performance and control costs? Is your ROI suffering? We will address these pressing issues and delve into dialer strategies, call campaigns, current technology trends and client expectations in this roundtable.

Biography: A Third Party and First Party Collections and Operations Management expert, Denise brings 29 years of industry experience to her clients. Her primary focus is workflow analysis and design, with a strong focus on ROI and operational efficiencies.

Her collections experience encompasses a multitude of portfolio types including: deficiency, retail, bankcard, medical, commercial collections, early stage, litigation and student loans. Denise's career started in 1987 as a collector and moved through management, including General Manager. Her areas of expertise include collections-workflow, analytics, legal and operational efficiencies

She holds a B.S. in Management from Indiana Wesleyan University, Cum Laude.



Kelli Edmonds
Alltran

Topic: Compliance Management Systems
Wondering what to look for in a Compliance Management System? Join this session to discuss what’s important in searching for the right system, understanding what is right for your company and how to determine what will meet all of your needs. Discuss options and solutions for this very important part of a collection and recovery operation.

Biography:Kelli Edmonds is the Vice President of Strategic Development for Alltran Financial. Kelli has over 25 years of successful strategic and tactical leadership experience within the credit and collections industry. Through her various leadership roles with D&A Services, Axcess Financial Services, Chase Auto Finance, Citibank, GE Capital and Sallie Mae, 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 from Emporia State University.



Victoria Edwards
LiveVox

Topic: Going Round with the PWCI
Exchange ideas with industry leaders, including Alex Siotos and moderated by Victoria Edwards, in a three roundtable environment on delivering exceptional CSAT, navigating change and maximizing contact channels in a format that encourages networking, learning and laughing. Echo dot will be awarded to one of our lucky meeting participants.

Biography:Victoria Edwards is the Vice President of Business Development with Teleperformance ARM. 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.



Bev Evancic
Resource Management Services, Inc.

Topic: Call Monitoring Techniques and Lessons from Experience

Biography: Bev Evancic has over 20 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.

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.



Ken Evancic
Resource Management Services, Inc.

Topic: Advanced Auditing Techniques
A Compliance Management System (CMS) requires strong monitoring and corrective action programs within the organization. Discuss approaches to evaluate if an organizations CMS includes a risk assessment of all processes, scheduled monitoring and testing, consistent evaluation of results and a good corrective action process for identified deficiencies.F

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.

As a consultant for Resource Management Services, Inc., Ken has specialized in developing and completing third party compliance and performance audits for collections agencies and collection attorney firms for many top credit grantors and debt buyers. He has leveraged his 25 years of experience to develop multiple collector and collection management training classes designed to maximize collector performance. In addition to collection training, Ken helped develop and facilitates the RMS Third Party Vendor Auditing training.

Prior to joining Resource Management Services, Inc., Ken spent over 20 years with Citi starting as a collector and working throughout collections as a Front Line manager, Vice President Collections Operations Manager and Sr. Vice President and Collections Director.



Mike Ginsberg
Kaulkin Ginsberg

Topic: The New ARM Industry

Biography: Mike Ginsberg is President and CEO of Kaulkin Ginsberg, providing industry-leading M&A and strategic advisory expertise to the ARM industry for more than 20 years. Mike is an active member of ACA International, DBA, NARCA and the Association for Corporate Growth. He sits on the advisory boards of several industry associations and publications. He is a frequent speaker on important industry issues and is often interviewed as an industry expert by the trade, financial, and consumer media. Mike writes a regular blog about the industry. Mike has been the recipient of numerous industry awards including the National Association of Retail Collection Attorneys’ Don Kramer Award, which recognizes leaders who have made a positive impact on the ARM industry. He has also been recognized by Collection Advisor, a leading trade publication, as one of the industry’s “Most Influential Professionals for 4 years in a row.” Mike and his wife Tammi, and their children Zachary and Matthew live in Maryland.



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 2017. 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: 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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Tom Lee
Becket & Lee LLP

Topic: Bankruptcy Update
There is no better or faster way to find out about noteworthy changes in consumer bankruptcy than this seven-minute program. Discussion points will cover, among other things, updates on Midland Funding, LLC v. Johnson (decided on May 15, 2017 by the Supreme Court of the United States) and the upcoming bankruptcy rule changes scheduled for implementation on December 1, 2017 that include shortening the time within which creditors may file proofs of claims in chapter 13 bankruptcies. With new cases being published every day, these seven minutes will be packed with actionable information critical for compliant, proactive bankruptcy programs.

Biography: After law school, Mr. Lee spent two years practicing in the area of workers’ compensation and other general practice matters in New Jersey. In 1988, he joined Milton Becket & Associates, which later became Becket & Lee. As a Managing Partner, Tom focuses on client and industry relations, internal operations, and analytics. Having represented creditors for 29 years, Tom is a frequently requested speaker at bankruptcy seminars and conferences for bankruptcy professionals, as well as for bankers and collectors. He also works extensively with trustees and other industry professionals, providing his expertise on bankruptcy related projects of national significance.



Helen Mac Murray
Mac Murray & Shuster LLP

Topic: Legal Crowdsourcing: What Happens When State AG’s Band Together?
When can a state Attorney General (AG) impact an industry or a company as much as the federal government? When the AG bands together with dozens of other state AG’s … or worse, when the AG group joins forces with a federal regulator like the CFPB or FTC. Learn about these unique enforcement beasts, how they operate and what tools you need to not only ward off or defend against these investigations but use them to benefit your industry or company.

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.

Helen’s extensive experience includes serving as the Chief of the Consumer Protection Section. She subsequently built a team that has included a former OH AG and four former OAG Consumer Protection Chiefs. Helen currently serves as AG Consultant for RMA (fka DBA). Helen also worked closely with the FTC on the drafting of many federal rules and laws including the Telemarketing Sales Rule.

The OR AG appointed Helen as co-chair of the ABA’s Consumer Protection Subcommittee.

In addition to her practice, Helen is a frequent national speaker on consumer regulatory issues. She has also appeared, or been featured in, stories appearing on various media outlets including ABC News, PrimeTime Live, NBC Nightly News, Dateline NBC, The Wall Street Journal, The New York Times, American Greed and many others.



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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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 2017. 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: Fast Track Presentation - The Future of Debt Selling

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
Legal professionals should attend this session and join the discussion on the latest legal decisions impacting the credit and collections industry.

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 2017. 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
Legal professionals should attend this session and join the discussion on the latest legal decisions impacting the credit and collections industry.

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.



Eugene O'Rourke
PaymentVision
Session: How Technology Assists Collection and Compliance Management

Biography: Eugene brings more than a decade of experience leading international and U.S. based marketing teams and is responsible for driving the execution of the corporate strategy, vision, brand, communications, product development, and partner alliances. Before joining PaymentVision, Eugene held marketing leadership roles at a number of leading technology companies, including DudaMobile and Web.com, where he led global marketing communications and acquisition strategies.



Alex Siotos
Experian

Topic: Going ‘Round with the PWCI
Exchange ideas with industry leaders, including Alex Siotos and moderated by Victoria Edwards, in a three roundtable environment on delivering exceptional CSAT, navigating change and maximizing contact channels in a format that encourages networking, learning and laughing. Echo dot will be awarded to one of our lucky meeting participants.

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.



Don Taylor
Automated Collection Services, Inc.

Topic: Avatars: Communicating with Millennials
Creditors, Collection Agencies and Servicers who traditionally have used telephone calls in debt recovery are limited by the Telephone Consumer Protection Act (TCPA) in contacting consumers. At the same time the younger generation, both in studies and in actions, do not respond to telephone calls or, for that matter, letters. “Over the last 10 years customers have moved from landline phones to cell phones, email and texting.” Studies have shown communicating via Avatar online is an effective and efficient method. Avatars have been used with success on a limited basis in the payment process for more than 6 years. In this application, the focus is answering questions and convincing consumers to pay.

Biography: Don Taylor is a recognized subject matter expert in the collection industry with 39 years of experience. He has broad experience in operations, sales and regulatory compliance with major national collection agencies. His experience in multiple markets includes student, healthcare, government and financial services. Mr. Taylor currently is a consultant to the collection industry after having been President of three debt recovery organizations. He also is an industry leader in promoting the use of Virtual Agent Avatars in debt recovery.
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Ray Wagner
BBVA Compass

Topic: Repossession
The Repossession life-cycle is one of the most intricate areas within the Collections & Recovery world. With so many moving parts, each part having a clear value proposition, this arena poses tremendous opportunity to unlock performance improvements. Join me as we create open dialogue around extracting opportunity along the value-chain known as the repossession life-cycle.

Biography: Raymond Wagner is currently the Executive Director of Collections and Recovery at BBVA Compass. The evolution of Raymond's career has taken him from back office Recovery Operations to Front End Collections Strategy, followed by multi year stints in Consumer Risk Analytics, Enterprise Risk Management, Dodd Frank Stress Testing and Capital Planning, Model Development, and finally back to Collections and Recovery. From Back office to front office to corporate risk management, the experiences gained during this time have provided him a unique perspective on Collections and Recovery as he puts it to work in an attempt to bring BBVA Compass' operation into the age of big data and technology.



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.



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.



Rob Yarmo
Harvest Strategy Group

Topic: Analytics in Support of a Successful Litigation Program
There are many aspects to a successful litigation recovery program, however the reporting of key performance metrics can be a major challenge for debt buyers and creditors. Harvest Strategy Group provides and will share a suite of monthly reports which allow for monitoring all key aspects of a litigation recovery program to make sure the program is delivering the anticipated gross and net recovery targets. Analytics not only report on recovery and cost metrics, but also risk management items such as complaints and vendor compliance. This session is designed to anyone responsible for oversight of a litigation program. It is also ideal for anyone considering the implementation of a litigation program.

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.



Brian Zempel
Credit First National Association (CFNA)

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 2017. 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: 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.

Mr. Zempel has held various leadership roles in the consumer lending and credit card industry during his 25+ year career in financial services. Brian joined Bridgestone in October, 2017, and worked as a Vice President at Kohl’s Department Store managing a myriad of key functional areas with the Kohl’s credit card organization for 8 years prior to moving to CFNA. He has worked with retailers, private label retail credit cards, general purpose cards and co-brand credit cards with executive responsibilities ranging from customer service, collections, risk management, finance, sales and marketing, business development to business transformation leadership during a 19-year career at HSBC/Household International. He holds a bachelor’s degree in finance from Texas Christian University and a master's degree in Management Accounting from DePaul University.



Debt Connection Symposium and Expo

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