Time Event
Monday - May 6, 2019
8:00 a.m. - 5:00 p.m. Pre-Conference - Third Party Vendor Auditing - 2-Day Workshop - Day 1 (Separate Registration Fee Applies)
Ken EvancicResource Management Services, Inc.
Bev EvancicResource Management Services, Inc.
Learn strategy and practical tips for auditing collection-related activities, whether at your own shop or at one of your vendor's operations. Incorporate collection knowledge, audit skills, tested techniques, practical applications and effectiveness into your audit.
Tuesday - May 7, 2019
8:00 a.m. - 4:00 p.m. Pre-Conference - Third Party Vendor Auditing - Day 2 (Separate Registration Fee Applies)
Ken EvancicResource Management Services, Inc.
Bev EvancicResource Management Services, Inc.
3:00 p.m. - 7:00 p.m. Early Registration
Wednesday - May 8, 2019
7:00 a.m. - 7:30 p.m. Registration
8:00 a.m. - 4:30 p.m. Exhibitor Set-Up
Exhibitors are welcome to setup between 8:00 a.m. and 4:30 p.m.
7:30 a.m. - 2:00 p.m. Recovery Management Network Sessions (RMN) - (Members Only)
Recovery Management Network (RMN) is a unique networking organization strictly for creditors, providing collection and recovery professionals with the peer contact, resources and information they need to succeed in their jobs. At RMN, we understand that collection and recovery professionals need to make the most of their time. For that reason, we strive to give members the most vital information and resources they need to effectively and successfully maximize results while minimizing risk. Our membership includes many of the major creditors in the United States and Canada. Membership is limited to creditors only, primarily through member referrals. If you are not a member and would like to join, please go to http://resourcemanagement.com/networking.html and complete the membership form.
1:00 p.m. - 3:00 p.m. Poolside Networking Event Sponsored by: VeriFacts, Inc.
The Poolside Networking Event will be at the beautiful Four Seasons Pool Cabanas. Pool attire recommended. Wear your trendy bathing suit, cute cover-up, sunglasses, and flip-flops. Shorts are stylish too. No ties or slacks needed poolside. This is a casual event.
2:10 p.m. - 3:20 p.m. FinTech Collection - Lender Peer Group - Kickoff Meeting
3:30 p.m. - 4:45 p.m. Credit Union Peer Group
Dan Vande ZandeLandmark 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. If you are not a member and would like to join, please go to http://resourcemanagement.com/networking.html and complete the membership form.
3:30 p.m. - 4:45 p.m. Millennial Peer Group - Collections & Recovery
Moderator: Matt JusticeProfessional Bureau of Collections of Maryland Inc.
This 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.
5:00 p.m. - 5:30 p.m. First Timer Orientation and Introductions
Join other first-timers to meet and network, and learn ideas to maximize your conference experience.
5:30 p.m. - 7:30 p.m. Opening Reception and Exhibits
Thursday - May 9, 2019
7:00 a.m. - 7:00 p.m. Registration
8:00 a.m. - 9:00 a.m. Continental Breakfast - Exhibit Hall
Have breakfast with us, and network with your peers.
8:45 a.m. - 9:00 a.m. Opening Remarks
Judy HammondResource Management Services, Inc.
9:00 a.m. - 10:00 a.m. Keynote Session - Lessons from FinTech: Traditonal Banking vs. FinTech Models/Strategies
10:00 a.m. - 10:30 a.m. Morning Break and Networking
10:30 a.m. - 11:15 a.m. BCFP Rulemaking Updates
Tom PahlBureau of Consumer Financial Protection
Hear the new BCFP rulemaking updates presented by Tom Pahl
11:15 a.m. - 12:00 p.m. It’s Not All About DC. Outside-the-Beltway Enforcement by State Attorneys General
Manny NewburgerBarron & Newburger, P.C.
Rick BerlinThe Office of the Texas Attorney General/em>
12:00 p.m. - 1:00 p.m. Networking Lunch in Acacia Ballroom Sponsored by: LexisNexis Risk Solutions
1:00 p.m. - 1:30 p.m. Networking "Make Your Own Sundaes" in Exhibit Hall
1:30 p.m. - 2:30 p.m. Operational Success Strategies - Creditor Panel
Chris Mitcham, SNAAC, LLC
Daniel Nicol, BBVA Compass
2:30 p.m. - 3:00 p.m. The New Norms of Agency Management
Tom Nusspickel, American First Finance
Doug St. Peters, Navient, Inc.
3:00 p.m. - 3:30 p.m. Afternoon Break and Networking - Exhibit Hall
Between speaker sessions, take a quick break with us and grab a quick snack and explore the exhibit hall and network with your peers.
3:30 p.m. - 4:30 p.m. Debt Settlement: Pro's, Con's and Unintended Consequences
3:30 p.m. - 5:00 p.m. Concurrent Session: Auto Finance Peer Group Member Roundtable Session (Members Only)
Peer Group Meets in Desert Willow Room (just behind Registration Desk)
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.
4:30 p.m. - 5:00 p.m. Training Collection Managers To Maximize Performance: Compliance, Coaching and Accountability
Ken EvancicResource Management Services, Inc.
As a Collections Manager, have you ever asked yourself, why can’t they all collect like my top performer? Is it reasonable that all collectors should deliver at least 50% or more of what the top collectors deliver? How can I get everyone to follow procedures? How do I keep my top performers from leaving? Do I need more time? If this sounds like you or your team, then this presentation will provide examples and techniques managers can use to help answer these questions.
5:00 p.m. - 7:00 p.m. Cocktail Reception and Key Boxes - Exhibit Hall
Cocktail Reception and Key Boxes, provides an additional opportunity to visit our exhibitors, see the latest in products and services, and join in the Key Box fun. You won't want to miss it. Exhibitors have a certain number of keys and even fewer will open the boxes, which they can provide to their booth visitors, until they run out. Key boxes are filled with fun prizes. Get a key from an exhibitor and try your luck to win fun prizes.
Friday - May 10, 2019
8:30 a.m. - 10:00 a.m. Full Breakfast - Champagne, Bloody Marys and Peer Networking Join breakfast tables and chat with peers involved in PowerSports Finance, Bankruptcy, Credit Unions, Millennials Peers and other specialty groups, or meet other while you dine.
10:00 a.m. - 11:40 a.m. Creditor's Roundtables
Pick 3 Roundtables to Join 30 minutes each: 10:00 AM - 10:30 AM, 10:32 AM - 11:02 AM, 11:04 AM - 11:35 AM. In addition to the quality speakers in our main conference sessions, the Creditor's Roundtables on Friday morning give the attendee the opportunity to choose three different roundtable sessions to join. This allows the attendee to discuss and explore issues of importance from a variety of collection and recovery topics with the discussions led by an industry peer with knowledge specific to the topic. This is an excellent peer networking opportunity in an informal roundtable setting.
Collections in China – Lessons Learned and Insights Gained and How They Might Help Improve Efforts Here and Globally.
Chris BennettBMW Financial Services (China)
Managing collections in a dynamic growth environment can be exciting and challenging. Government Regulations and Cultural Customs often are not prepared for all that is required to extend (and then collect) auto loans. What I learned in almost 5 years in China’s explosive auto market and how that knowledge might be leveraged to help collections in the USA. Come and hear the stories (some humorous, some scary) and discuss how we can improve US collections based on lessons learned elsewhere in our global economy.
First Party Strategies
Hiring in Today’s Job Market
Shelly VotawKohl’s Servicing and Operations Centers
Dan ErdmannKohl’s Servicing and Operations Centers
Improving Vendor/Supplier Customer Experience
Nick PrataBest Egg / Marlette Funding
NPS and CSAT needles not moving, or not as fast enough? Let’s discuss practical, proven short and long-term strategies to improve CX
Military Collections
Operationalizing Strategic Findings from Strategy & Analytics teams
Michael FryeBBVA Compass
Optimal Collection Performance - Validating Compliance, Collection Effectiveness and Consumer Experience
Bev EvancicResource Management Services, Inc.
Have you ever considered that collection strategies could be part of a customer retention program? An opportunity exists for brand loyalty every time a collector interacts with your customers through phone calls, text messages, emails, letters, etc. Optimal consumer experience does coincide with optimal collection performance. During this roundtable, we will discuss approaches for monitoring collection performance, effectiveness and customer experience through account reviews, call monitoring and onsite visits.
Synthetic Fraud
Manfred GregerYamaha Motor Finance.
Discuss best practices in fraud management including identification of the fast-growing synthetic fraud scheme of piggy backing (trade line sharing for cash). Join this open forum to share experiences and techniques used to help identify manipulated and manufactured identities, breeder and pollinator accounts, seed accounts and other signals of potential synthetic fraud.
11:40 a.m. - 12:00 p.m. Laptop Drawing and Closing Remarks
12:00 p.m. Box Lunch and Conference Concludes
Stay, eat and enjoy with peers, or grab your lunch box to go.

Collection and Recovery Solutions

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