Speaker Topic and Biography


Andrew Britton
Hughes Federal Credit Union
Topic: Credit Union Peer Group
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 newly formed working group is a division of the Recovery Management Network. Membership is open to creditors, no vendors.

Biography: Andrew Britton is the Vice President of Lending for Hughes Federal Credit Union in Tucson, Arizona. Andrew has more than 25 years’ experience in the credit union industry. He joined the team at Hughes Federal Credit Union in 2003 as their Collections Manager and added all lending responsibilities for the Credit Union in 2006. Andrew became the VP of Lending in 2010. He has overseen the growth of Hughes Federal Credit Union from $300m in loans in 2010 to over $900m in 2017. Managing growth in the post-recession era has been a challenge with recognizing the importance of growth as well as the offsetting need for risk mitigation. Hughes Federal Credit Union has over 100,000 members and is the fifth largest credit union in Arizona. Prior to arriving at Hughes Federal Credit Union, Andrew was the Collections Manager at Point Loma Credit in San Diego, California.



Kelli Edmonds
Santander Consumer USA

Topic: Auto Finance Peer Group Moderator
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.

Biography: Kelli Edmonds is the Kelli Edmonds is the Senior Vice President - Vendor Management at Santander Consumer USA with oversight of third party relationships at an enterprise level. Kelli has over 25 years of successful strategic and tactical leadership experience within the credit and collections industry with a strong focus on 1st and 3rd party agency management and internal charge-off recovery. Through her various leadership roles, 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.



Bev Evancic
Resource Management Services, Inc.

Topic: Lessons From Call Monitoring

Topic: Skip Vendor Due Diligence and Oversight

Biography: Bev Evancic has almost 25 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.

Prior to joining Resource Management Services, Inc. in 1995, Bev managed the Recovery Department for AT&T Universal Card Services where she reengineered the bankruptcy, probate, internal and litigation processes.



Ken Evancic
Resource Management Services, Inc.

Topic: BUMP Collection Performance
Collectors, and their interaction with the consumers, are the lifeblood of our business. Learn how to BUMP Collection results by a focus on the four fundamental components of a successful collection call. Building relationships with the customer begins the process. Communication and the active listening skills are paramount for completely understanding the customer's situation. The best collectors learn to match possible solutions to their consumer's needs, while following the correct processes and procedures, and positioning the customer for the future. Questioning techniques, positive phrases and guiding the conversation are all important collector negotiation skills and the collection call model. Learn ideas for training collectors to follow a systemic approach to maximizing results

Biography: Ken Evancic is a collections veteran with over 25 years experience. He has managed all phases of collection, including all levels of delinquency, automated dialer units, early out agency management, recovery, and skip tracing. In addition to collections operations management, he has lead initiatives in the areas of performance management, collections strategy development, collector and manager training, collector desktop design, collections reporting systems, and risk and compliance.
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John Frey
BBVA Compass - Retired

Topic: Tips for Hiring, Training and Retention
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.

Biography: John retired from his position as Executive Vice President at BBVA Compass where he directed all Collection & Recovery operations for all of the Retail Lending, Credit Card, Indirect Auto, DDA, and Small Business products. John was also a member of the BBVA's Executive Management Team.

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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Mike Frost
CBE Companies, Inc.

Topic: Winning TCPA Cases
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.

Biography: Michael L. Frost is the Chief Compliance, Sales Officer and General Counsel of CBE Companies, Inc., a full service business process outsourcing company head quartered in Cedar Falls, Iowa. As Chief Legal Officer and General Counsel, Mike leads the company's teams for sales, legal, governmental relations, corporate transactions and governance, regulatory compliance, quality assurance, internal auditing and litigation defense. Mike earned a B.A. in Political Science from the University of Northern Iowa and a Doctor of Jurisprudence from Drake University Law School. Mike is a member of ACA International Board of Directors, is past-president of the Iowa Collectors Association, a member of the American Bar, Iowa Bar and Black Hawk County Bar Associations and also serves on various non-profit and civic organizations.



Bruce Gray
Mercantile Adjustment Bureau

Topic: The Great Debate: Collection Effectiveness and Compliance
This lively session will include extremely knowledgeable debaters who will address the most relevant topics of the day - based on attendee requests. Don't miss this informative, educational and animated dialogue of the key issues for collection and recovery effectiveness and compliance!

Biography: Bruce Gray has 30 years experience in the ARM Industry with a focus on operations, sales & marketing and business evaluation & integration. Bruce is the President of Mercantile Adjustment Bureau, LLC. Mercantile, a mid-size collection agency with its corporate office in Buffalo NY. Mercantile provides a full suite of receivable management services to a local and national renowned client base as well as customer care and support to E-Comm companies and home shopping networks. Prior to joining Mercantile Bruce was the President and CEO of Creditors Interchange Receivable Management, LLC.
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Judy Hammond
Resource Management Services, Inc.

Topic: Opening Remarks

Biography: As President and founder of Resource Management Services, Inc., Judy Hammond has more than 35 years of experience with an emphasis on operational reviews for compliance and operational effectiveness of collection operations, both for creditors' internal collection and recovery operations as well as of their collection agencies, attorneys, and specialty vendor partners. She has worked generally with the top banks/financial institutions, auto finance, retailers, utilities and telcoms, (auditing their vendors) and has conducted multiple Best Practices projects through Visa, USA. Her position as a consultant to creditors, and as their independent agency auditor, as well as a background with two collection agencies, provides a unique perspective of the industry. She is author of various industry publications: "Comprehensive Agency/Attorney Usage Study," "Comprehensive Agency/Attorney Usage Study II", "Buyer/Seller Research Study and" "Collect More From Collection Agencies".
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Matt Justice
Professional Bureau of Collections of Maryland Inc.

Topic: Millennial Peer Group
Announcing the newest Peer Group to meet at Debt Connection Symposium & Expo 2018 – the Millennial Peer Group. This newly organized peer network, is an elite network of young professionals in the industry focused on issues of relevance to Millennials. Whether you meet the age requirements of a Millennial, or think like a Millennial, or just have an interest in Millennials – this group can be for you.

Biography: Matt joined PBCM after completing his Masters’ Degree in International Business at Concordia University – Wisconsin in 2011. While in Graduate School, Matt worked for wealth management firm Wells Fargo Advisors. Matt spent the first few months at PBCM as a collector to learn the operations side before transitioning in to the sales and marketing department when he was promoted to Client Relationship Manager. He now helps coordinate and manage PBCM’s sales and marketing efforts as the VP of Business Development. He has over 5 years of experience in the collection industry.



Beth Lovett
Wells Fargo

Topic: Legal Outsourcing: Best Practices in Building A Successful Legal Strategy
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.

Biography: Beth Lovett currently serves as a Collections Manager for Wells Fargo Bank. She manages operations teams for the legal recovery channel across five consumer portfolios including student, private label, closed-end and card products. Ms. Lovett has over 17 years’ experience in the collection and recovery of debt. In the past five years, she led the consolidation of five independent product silos into a single center of excellence, including normalization of data structures and business processes; designed significant systems, analytics and organizational capability improvements; and collaborated across a broad set of internal and external stakeholders to transform the legal recovery channel from a seven-figure to a nine-figure revenue stream. Ms. Lovett’s deep subject matter expertise is relied upon to continuously improve the customer experience, reduce inefficiency, effectively manage risk and multiply return on investment.



Helen Mac Murray
Mac Murray & Shuster LLP

Topic: What's the Buzz in the Industry - CFPB/BCFP Reboot? By State AG’s?
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.

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.
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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 an 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: Collection Effectiveness and Compliance
This lively session will include extremely knowledgeable debaters who will address the most relevant topics of the day - based on attendee requests. Don't miss this informative, educational and animated dialogue of the key issues for collection and recovery effectiveness and compliance!

Biography: Mark Naiman has been with Absolute Resolutions Corp. for 13 years. Beginning his ARC career as Operations Manager, Mark worked his way from Vice President to Chief Operating Officer and finally to President/COO in 2014. Responsible for creating and driving the position of ARC within the industry, as well as developing opportunities for growth, diversification and advancement, Mark works closely with the Chief Compliance Officer to ensure risk management and administration of relationship management with ARC clients. He oversees all operational functions, including management of personnel, administration of policies, and supervision of the IS technology department. His experience with asset location, computer applications, design and advertising is key to the success of Absolute Resolutions Corp. Mark has been involved in the stratification of over 700 individual transactions, including the analysis behind the potential liquidation for over $17 Billion in purchased accounts.
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Chris Mitcham
Security National Automobile Acceptance Company "SNAAC"

Topic: Strategic Operations Panel - Locating People

Topic: Contact Strategies - Collecting from Millennials

Biography: Chris Mitcham currently serves as the VP of Servicing at Security National Automobile Acceptance Company "SNAAC". In this role he oversees all loan servicing, loss mitigation, recovery, and remarketing operations. With over 18 years of industry experience, he has directly managed the acquisition, origination, and/or servicing of over $4B in automotive receivables across the credit spectrum. Further experiences in the direct to consumer and risk management services arena provides a holistic view of the greater consumer finance industry. Mitcham's background has provided deep knowledge in automotive and consumer credit, alternative banking solutions, risk management, specialty finance, and capital markets space.



Manny Newburger
Barron & Newburger, P.C.

Topic: The Great Debate: Collection Effectiveness and Compliance
This lively session will include extremely knowledgeable debaters who will address the most relevant topics of the day - based on attendee requests. Don't miss this informative, educational and animated dialogue of the key issues for collection and recovery effectiveness and compliance!

Topic: Legal Outsourcing: Best Practices in Building A Successful Legal Strategy
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 knowledge and experienced group of industry practitioners.

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.



Mike Rogers
ACI Worldwide
Topic: Man vs. Machine: What’s the Future of Collections?
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.

Biography: Mike Rogers serves as vice president of business development at ACI Worldwide where he helps consumer finance clients achieve their market share, revenue, customer experience & cost savings goals. A frequent speaker at industry events, Mike leads a team dedicated to enabling clients to understand and capitalize on new opportunities to use the billing and payment experience as a growth driver. Mike has served the consumer finance industry for the past 25 years introducing numerous payment innovations. On the bay area baseball fields he is known as “Coach Mike”.



Josh Seuberling
WayBeyond Rewards
Topic: The Great Debate: Collection Effectiveness and Compliance
This lively session will include extremely knowledgeable debaters who will address the most relevant topics of the day - based on attendee requests. Don't miss this informative, educational and animated dialogue of the key issues for collection and recovery effectiveness and compliance!

Biography: Josh Seuberling, Chief Operating Officer for WayBeyond Rewards, has over 25 years of experience in the credit and collection industry while working for fortune 500 banking, large agencies, and other smaller, start-up organizations. Mr. Seuberling has held multiple executive positions over his career and prior to joining the team at WayBeyond Rewards, he served as the President of TEMPOE, a leading provider of no credit required leasing. Over his career, he has helped multiple organizations drive results by finding operational efficiencies, developing strategies and establishing key accountability metrics. He has been responsible for leading, growing and building large operation centers both stateside as well as outsourced. Outside of operations, Josh has been a key member of executive teams relative to capital funding needs, client development, sales strategy, and organizational growth requirements.

Josh received his Bachelors in Business from Saint Leo University in Florida. He currently serves on two boards, one being a non-profit local organization.



Dave Snyder
Midland Credit Management

Topic: Legal Outsourcing: Best Practices in Building A Successful Legal Strategy
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.

Biography: Dave Snyder, currently a Director – Legal Outsourcing for Midland Credit Management, began his career working with a small creditor’s right firm in Southern California. Looking for new opportunities, Dave opened his own law firm and successfully represented creditors, collection agencies and “startup” enterprise. A role with JP Morgan Chase presented itself and Dave wound down his firm to move in house. Following his role with JP Morgan, Dave began his career with Midland Credit Management. Initially as the State Managing attorney for Midland Dave led the state of California and quickly grew to the Regional Managing Attorney position. Today, as the Director – Legal Outsourcing, Dave’s team supports the various needs of Midland Credit Management and their firms across the nation.



Ohad Samet
TrueAccord

Topic: Understanding What Consumers Want
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.

Topic: Strategic Implementation of Machine Learning and AI in Your Collection Operations
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.

Biography: Ohad Samet is the co-founder and CEO of TrueAccord, a company using machine learning and behavioral analytics to radically change the debt collection process. He is also serving as an Advisor for Aspen Institute. Prior to that, Ohad headed fraud analytics for FraudSciences, a company that provided eCommerce fraud prevention and was acquired by PayPal in 2008. At PayPal, Ohad incubated and ran the New Ventures Risk team. After leaving PayPal in 2010, Ohad started two companies. Signifyd is a leading fraud prevention vendor working with Fortune 500 companies to reduce payments fraud. The other, Analyzd, was acquired by Klarna, a European payments company, in 2011. There Ohad served as Chief Risk Officer, in charge of granting real-time short-term credit for Klarna's $2.5B of annual payments volume.



Steve Snyder
Dell Financial Services

Topic: Vendor Oversight

Biography: Steve Snyder has been with Dell Financial Services for 11 years. He presently oversees all Recovery, Specialty and Debt Sale operational functions, including oversight of DFS’ third party network for U.S and Canada. Before joining Dell, Steve spent almost two decades with MBNA primarily managing their internal collection operations. He is well-versed in all phases of the vendor relationship lifecycle: RFI/RFP, Contract/Statement of Work, Onboarding/Offboarding, Audits/Oversight. Steve believes your most important assets are the relationships you build along the way. Within the industry he has a reputation for being transparent and fair, treating people at all levels with respect and dignity, clearly communicating expectations, all while being professionally requiring.



Marco Villarreal
Hyundai Capital America

Topic: Skip Vendor Due Diligence and Oversight

Biography: Marco Villarreal is an experienced automotive finance leader who currently manages several recovery operations teams over multiple sites for Hyundai Capital America. In addition to the recovery operations teams he manages, Marco is also responsible for the skip vendor network and Hyundai’s deficiency agency outsource network. Marco has spent the last 20 years in the auto finance space and is considered to be a leader in the industry, overseeing vendors and teams across multiple lines of business. Marco prides himself on leadership, family values, motivating his teams, and building strong, long lasting partnerships.



Ray Wagner
BBVA Compass

Topic: Debt Sales

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.



Brian Winn
Winn Law Group

Topic: Legal Outsourcing: Best Practices in Building a Successful Legal Strategy
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.

Biography: As one of the leading collection attorneys in California, Brian N. Winn recognized the need for creditor's attorneys to have a united voice in California. As a result, the California Creditors Bar Association (www.calcba.org) was formed in 2004, with Mr. Winn as its first President. This organization offers the California Courts, Legislature and Judiciary a single source of information for creditor's rights from more than forty California creditor law firms with the assistance of CCBA. On July 1, 2007, the California Judicial Council approved CCBA's proposed revision creating a special collection track within Fast Track to streamline the Courts Dockets, an elimination of numerous court procedures for collection cases, saving countless resources for Courts, Lawyers, Clients and Litigants.
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Brian Zempel
Credit First National Association (CFNA)

Topic: The Great Debate: Collection Effectiveness and Compliance
This lively session will include extremely knowledgeable debaters who will address the most relevant topics of the day - based on attendee requests. Don't miss this informative, educational and animated dialogue of the key issues for collection and recovery effectiveness and compliance!

Biography: Mr. Zempel is responsible for all aspects of the private label credit card program for Bridgestone Americas, which is highlighted by the issuance of credit cards for their 2,000 company-owned locations (such as Firestone Complete Auto Care) combined with over 5,000 merchant affiliated Bridgestone locations across the United States. Brian champions strategy & marketing development, universal customer care, and operations for CFNA, which is a nationally chartered special purpose credit card bank based outside of Cleveland, Ohio. Bridgestone / CFNA is one of the few retailers who maintain the servicing and credit risk strategy for their credit card portfolio, which includes all customer and merchant contact points highlighted by cardholder acquisition and lifecycle management strategy, customer service and collections, field sales & marketing, IT, and all compliance elements of the banking organization.
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Debt Connection Symposium and Expo

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