Time Event
Tuesday - September 4, 2018
3:00 p.m. - 6:00 p.m. Early Registration
Wednesday - September 5, 2018
7:00 a.m. - 8:00 a.m. Lady Bird Lake Walk/Run - Sponsored by TransUnion
Whether you are a walker or runner, we have a great morning planned for you. Expect sunrise views of the Austin skyline and a beautiful tree lined path on the shores of Lady Bird Lake. Meet outside the hotel lobby and walk approximately 2.7 miles around a portion of Lady Bird Lake for a one-hour walk at your own pace. Runners will have approximately a 5 mile run around a larger portion of Lady Bird Lake.
8:00 a.m. - 7:00 p.m. Registration
8:00 a.m. - 2:00 p.m. Exhibitor Set-up
8:30 a.m. – 12:30 p.m. Skip Strategies & Solutions Sessions
Don’t Skip this Special Skip Session. It all starts with locating people! We’ll start the day with a panel of operational industry experts—talking about their strategies to locate consumers and their skip tracing operational success stories. Hear thoughts on when to skip, who to skip, how to skip, where to skip and the ROI on the various skip tracing activities.
9:00 a.m. – 10:30 a.m. Millennial Peer Group
Matt Justice, Professional Bureau of Collections of Maryland Inc.
Join your Millennial and Non-Millennial peers and colleagues to discuss critical issues and concerns that affect Millennials in our industry.
9:00 a.m. – 12:00 p.m. Featured Company Meetings
12:00 p.m. - 1:30 p.m. Meat & Greet Poolside BBQ and “Join Our Band” Contest
Join us as we serve up some Austin Style BBQ with a Texas size spread of food and beverages. We will be meeting poolside on the 5th floor of the brand new JW Marriot. Come and compete to be the DCS2018 Guitar Hero! Join us at this casual event to meet with friends, old and new!
1:30 p.m. - 3:00 p.m. Auto Finance Peer Group Member Roundtable Session (Members Only)
Kelli EdmondsSantander Consumer USA
The Auto Finance Peer Group break out session provides auto creditors the opportunity to meet with industry peers to discuss auto recovery issues, challenges and best practices. During the break out session, there will be discussions related to the current economic situation, its impact on auto recoveries, and the best practices of industry leaders to manage recovery operations through these challenging times. The session will be an interactive open forum providing attendees the opportunity to share their experiences, thoughts and plans for the future.
3:00 p.m. - 4:30 p.m. Credit Union Peer Group Session (Members Only)
Andrew Britton, Hughes Federal Credit Union
Join your Credit Union collection peers and colleagues to discuss critical issues and concerns that affect the operations and success of today’s Credit Unions. This working group is a division of the Recovery Management Network. Membership is open to creditors, no vendors.
3:00 p.m. - 4:30 p.m. PWCI - Network of Professional Women in the Collections and Call Centers Industries (Open to All Attendees)
Network of Professional Women in the Collections and Call Center Industries The mission of the Network of Professional Women in the Collections and Call Center Industries (PWCI) is to Recruit, Retain, and Promote professional women in our industry. By joining our network and becoming more involved, you are expanding your network and building your brand. During industry conferences, we provide an environment for professional leaders of all levels to meet other women and share valuable knowledge, experience and resources.
4:30 p.m. - 5:00 p.m. Speed Networking Outside the Expo Hall
Meet 20 people in 30 minutes. (All attendees welcome. No additional cost.) Don't miss this conference opener, bring your business cards!
5:00 p.m. - 6:30 p.m. Welcome Reception and Exhibits - Expo Hall
Come and help us kick off the Debt Connection Symposium and Expo 2018 conference at the Welcome Reception located in the Expo Hall. Visit with all the great companies exhibiting this year. Grab some food and something to drink and catch up with old friends or make new ones. Dress is business casual. Welcome Reception begins at 5:00 PM right after Speed Networking.
Thursday - September 6, 2018
7:00 a.m. - 8:00 a.m. Yoga Hour - Yoga with David Stein - Sponsored by Glass Mountain
This class will moderately paced for the person with limited (or no) yoga experience, yet challenging enough for someone is practices yoga regularly. Join us on the 5th Floor by the pool and start your day with something great for your body and mind. David Stein is President of MSG, but is also a Yoga Alliance, RYT 200 Yoga Instructor. He teaches yoga in Chicago at Core Power Yoga (www.corepoweryoga.com). David will be leading a sixty minute Vinyasa yoga class.
7:30 a.m. - 6:30 p.m. Registration and Expo Hall Open
8:00 a.m. - 9:00 a.m. Breakfast - Expo Hall
8:50 a.m. - 9:00 a.m. Opening Remarks
Judy HammondResource Management Services, Inc.
9:00 a.m. - 10:00 a.m. Ask the Regulators
This session provides an opportunity to ask key regulators questions involving our industry. Join this session to hear their answers to your questions in areas of interest/concerns to you. A great way to start the conference!
10:00 a.m. - 10:30 a.m. Morning Break and Exhibits - Expo Hall
10:30 a.m. - 12:00 p.m. The Great Debate: Collection Effectiveness and Compliance
Mark NaimanAbsolute Resolutions Corp.
Manny NewburgerBarron & Newburger, P.C.
Brian ZempelCredit First National Association (CFNA)
Bruce GrayMercantile Adjustment Bureau, LLC
Josh SeuberlingWayBeyond Rewards
This lively session will include extremely knowledgeable debaters who will address the most relevant topics of the day - based on attendee requests. Don't miss this informative, educational and animated dialogue of the key issues for collection and recovery effectiveness and compliance!
12:00 p.m. - 1:30 p.m. Lunch and Exhibits - Expo Hall
1:30 p.m. - 2:00 p.m. What's the Buzz in the Industry - CFPB/BCFP Reboot? By State AG’s?
Helen Mac Murray, Mac Murray & Shuster LLP
State AG’s are stepping up to fill the enforcement void many feel the Trump administration created. From opening CFPB sections in their offices, to petitioning Congress to “beef up” the Bureau’s investigative authority, hear what state AG plans are to police the financial services industry and how you can prepare for the onslaught.
2:00 p.m. - 2:15 p.m. What's the Buzz in the Industry in Debt Sales
Mark NaimanAbsolute Resolutions Corp.
2:15 p.m. - 3:00 p.m. Legal Outsourcing: Best Practices in Building A Successful Legal Strategy
Brian WinnWinn Law Group
Beth LovettWells Fargo
Manny NewburgerBarron & Newburger, P.C.
Dave SnyderMidland Credit Management, Inc.
Hear this timely, interactive, and free-wheeling discussion on the best practices for legal outsourcing. From building a legal strategy, to making it work effectively and compliantly, hear ideas and strategies that just may work in your organization. Learn the art and discipline of outsourcing legal. Hear about areas to watch out for, and to watch for. Join this extremely knowledgeable and experienced group of industry practitioners.
3:00 p.m. - 3:30 p.m. Ice Cream Social Afternoon Break
3:30 p.m. - 5:00 p.m. Roundtable Sessions
Thirty-minute sessions, repeated three times.  Attendees choose which three to attend. (3:30 p.m. - 4:00 p.m., 4:00 p.m. - 4:30 p.m., 4:30 p.m. - 5:00 p.m.) 
Understanding What Consumers Want
Ohad Samet, TrueAccord
The consumer market is shifting. Where each of us once had one landline at home, we now all have cell phones and lap tops. Communication preferences have shifted tremendously. Join a roundtable to hear from peers about identifying consumer needs and how to respond to them in an ever changing technology and regulatory environment.
Lessons From Call Monitoring
Bev Evancic, Resource Management Services, Inc.
Debt Sales
Ray Wagner, BBVA Compass
Leading Multi-Generational Teams
Vendor Oversight
Steve SnyderDell Financial Services
Mastering Analytics and Reporting
Contact Strategies - Collecting from Millennials
Chris MitchamSecurity National Automobile Acceptance Company "SNAAC"
First Party Collections
Winning TCPA Cases
Mike Frost, CBE Companies, Inc.
Like other debt collection related litigation, TCPA defense strategies are somewhat of a moving target. Learn how CBE Group, Inc. has won three TCPA cases with rulings both prior to and subsequent to the D.C. Circuit Court ruling in ACA International, et al. v. Federal Communications Commission. Session attendees should take away operational methods of TCPA compliance and new strategies and techniques related to litigation defense.
Tips for Hiring, Training and Retention
John Frey, BBVA Compass - Retired
Join us for an interactive discussion on the topics of hiring, training and retention of employees, including scoring high on employee satisfaction and results. Bring your thoughts, problems, and concerns to the table and get practical input from our roundtable leader and your industry peers. A strong operation begins with hiring the right people, establishing the standards, and retaining your best people. Get everybody above the "average" line.
5:00 p.m. - 6:30 p.m. Cocktail Reception - Expo Hall
Friday - September 7, 2018
8:00 a.m. - 9:00 a.m. Breakfast - Expo Hall - Sponsored by DebtConnection.com
9:00 a.m. - 9:30 a.m. Man vs. Machine: What’s the Future of Collections?
Mike Rogers, ACI Worldwide
Debtors will keep getting harder for your collectors to reach. The key to increasing collections will be a deeper understanding of consumer contact preferences. Consumers prefer new digital communication methods 4 to 1 vs. talking to a live agent. Join this session to understand changes in consumer preferences, how to simplify compliance and ROI calculations. Attendees will walk away with case study results from leading lenders who are incorporating new contact methods into their collection strategies.
9:30 a.m. - 10:00 a.m. Strategic Implementation of Machine Learning and AI in Your Collection Operations
Ohad Samet, TrueAccord
Machine Learning and Artificial Intelligence hold a huge promise for the ARM industry. Are they all they are made out to be? Will AI be the job killer some fear it will be? Hear about strategies and tips for implementing ML and AI in a human decision-heavy market like ARM, how to integrate those technologies to create real leverage, and how to combine ML/AI with your collections staff.
10:00 a.m. - 10:30 a.m. Networking Break - Visit the Exhibitors and Network
Take advantage of this last opportunity to see the Exhibitors and Network
10:30 a.m. Expo Hall Closes
10:30 a.m. - 11:15 a.m. Peer Group Recap
Matt Justice, Professional Bureau of Collections of Maryland Inc.
Kelli EdmondsSantander Consumer USA
Andrew Britton, Hughes Federal Credit Union
If you missed the Millennial, Credit Union, and Auto Finance peer groups here is a quick recap of those meetings.
11:15 a.m. - 11:45 a.m. BUMP Collection Performance
Ken Evancic, Resource Management Services, Inc.
Collectors, and their interaction with the consumers, are the lifeblood of our business. Learn how to BUMP Collection results by a focus on the four fundamental components of a successful collection call. Building relationships with the customer begins the process. Communication and the active listening skills are paramount for completely understanding the customer's situation. The best collectors learn to match possible solutions to their consumer's needs, while following the correct processes and procedures, and positioning the customer for the future. Questioning techniques, positive phrases and guiding the conversation are all important collector negotiation skills and the collection call model. Learn ideas for training collectors to follow a systemic approach to maximizing results.
11:45 a.m. Conference Closes

Debt Connection Symposium and Expo

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