Time Event
Sunday - September 10, 2017
3:00 p.m. - 7:00 p.m. Early Registration
Monday - September 11, 2017
7:00 a.m. - 7:00 p.m. Registration
8:00 a.m. - 4:00 p.m. Exhibitor Set-up
1:30 p.m. - 5:00 p.m. Featured Company Meetings
3:00 p.m. - 4:30 p.m. PWCI - Network of Professional Women in the Collections and Call Centers Industries (Open to All Attendees)
Going Round with the PWCI
Alex Siotos, Experian
Victoria Edwards, LiveVox
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. An Echo dot will be awarded to one of our lucky meeting participants.
3:00 p.m. - 4:30 p.m. Auto Finance Peer Group Member Roundtable Session (Members Only)
Debbie VenderleyHyundai Capital America
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.
5:00 p.m. - 5:30 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!
5:30 p.m. - 7:00 p.m. Welcome Reception and Exhibits - Expo Hall
Come and help us kick off the Debt Connection Symposium and Expo 2017 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.
Tuesday - September 12, 2017
6:30 a.m. - 8:00 a.m. DCS2017 Walk/Hike
Come and join us on a scenic morning walk/hike on the Starr Pass trail through the western Tucson Mountains. Choose between a nice Flora/Fauna walk or a Switchback Hike. The trail starts just steps away from the entrance to the J.W. Marriott Starr Pass Resort. Flora/Fauna Walk is a guided less strenuous hike with stops to view and take photos of the flora and fauna of the desert. The Switchback hike is (approx 2.5 miles) through the scenic Saguaro National Park West, where a forest of saguaros dot the jagged mountainsides. This is a rocky desert trail that loops around the mountain with some switchbacks and slight elevation. Both have breathtaking views and abundant wild life will make these hikes a don’t miss morning adventure.
7:30 a.m. - 7:00 p.m. Registration and Expo Hall Open
7:30 a.m. - 8:40 a.m. Breakfast - Expo Hall - Sponsored by LexisNexis
8:40 a.m. - 8:45 a.m. Welcome
Judy HammondResource Management Services, Inc.
8:45 a.m. - 9:05 a.m. The New ARM Industry
Mike GinsbergKaulkin Ginsberg Company
The accounts receivable management (ARM) industry has evolved dramatically since the Great Recession. Financial services, for decades the largest source of new business for ARM companies, was decimated by the events leading up to the Great Recession and still hasn’t fully recovered. Emerging new markets are leading the charge in the new ARM industry. Regulators, creditors and other industry participants can’t keep up with technology advancement. Lawsuits abound as manual collections are replacing powerful dialers. A clear barrier-to-entry now exists, making it near impossible for startup agencies and debt buyers to emerge successfully. What does all of this mean for the ARM industry? Buckle up for this fast-paced and informative session.
9:05 a.m. - 10:00 a.m.Meet the Regulators
Reilly DolanFederal Trade Commission
Greg NodlerSenior Counsel for Enforcement Policy and Strategy, Consumer Financial Protection Bureau
Susan TorzilliAssistant Deputy for Office of Supervision Policy, Consumer Financial Protection Bureau
Paul WatkinsArizona Attorney General’s Office
Other Regulators are invited, not yet confirmed
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, FTC and the Arizona Attorney General’s Office 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! We have invited them all back! 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.
10:00 a.m. - 10:30 a.m. Morning Break and Exhibits - Expo Hall
10:30 a.m. - 11:00 a.m. "Meet the Regulators" - Q&A
We found out we needed more time! This Return segment is geared for an audience Q&A with the regulators. You have questions - they are here to answer them!
11:00 a.m. - 12:00 p.m. The Great Debate
Bruce GrayMercantile
Paul KaloustianBank of America
Mark NaimanAbsolute Resolutions Corp.
Manny NewburgerBarron & Newburger, P.C.
Brian ZempelCredit First National Association (CFNA)
Five 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 five 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!
12:00 p.m. - 1:30 p.m. Lunch and Exhibits - Expo Hall - Sponsored by LexisNexis
12:30 p.m. - 2:00 p.m. Featured Company Meetings
1:30 p.m. - 2:00 p.m. Legal Crowdsourcing: What Happens When State AG’s Band Together?
Helen Mac Murray, Mac Murray & Shuster LLP
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.
2:00 p.m. - 2:30 p.m. Audit Oversight Benchmarking
Anthony Williams, Resurgent Capital Services
Continuing and expanding the Audit Oversight Benchmarking project.
2:30 p.m. - 3:00 p.m. Fast Track Presentations
Avatars: Communicating with Millennials
Don Taylor, Automated Collection Services, Inc.
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.
Bankruptcy Update
Tom LeeBecket & Lee LLP
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.
The Future of Debt Selling
Mark NaimanAbsolute Resolutions Corp.
“The longer you look back, the farther you can look forward” – Winston Churchill
Debt sales in this new regulatory climate have evolved drastically within the past 5 years. As niche markets have now begun to dominate our industry, areas previously “unexplored” have found new attention and interest. While the “big five” have continually had to address prominent concerns from regulatory scrutiny, alternate markets have identified key gaps in the lending market, and have capitalized through balanced and in some areas advantageous lending models. These “lessons from the past”, are critical in developing long term debt purchasing strategies, on both the national levels, as well as state specific sales.
3:00 p.m. - 3:30 p.m. Afternoon Break and Exhibits - Expo Hall
3:30 p.m. - 5:00 p.m.
Concurrent Attorney Session - Disclosures Run Amok
Tomio Narita, Simmonds & Narita, LLP
Manny Newburger, Barron & Newburger, P.C. 
It is no longer good enough to provide consumers with the required disclosures and to ensure that you do not say or do anything to contradict or overshadow those disclosures. Creditors and collectors now have an unstated duty to anticipate things that consumer might not know about a transaction, concepts that they might not understand, or potential outcomes that may or may not come to pass, and to disclose those issues to consumers in conspicuous, non-threatening manner. Courts and regulators have now implied duties to disclose in multiple contexts, including
· Settlement offers
· 1099-C disclosures
· Interest-accruing accounts
· Time-barred accounts
· Suing during the validation period
· Name of the creditor
· Attorney involvement
· Credit reporting
How can creditors and collectors anticipate and comply with this growing and unsettled area of the law? Join two veteran defense attorneys as they highlight the latest court decisions and discuss ways to minimize your risk.  
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.) 
Advanced Auditing Techniques
Ken Evancic, Resource Management Services, Inc.
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.
Analytics in Support of a Successful Litigation Program
Rob Yarmo, Harvest Strategy Group, Inc.
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.
Call Monitoring Techniques and Lessons from Experience
Bev Evancic, Resource Management Services, Inc.
Call Monitoring can certainly identify risk and compliance concerns. But it is more than a compliance tool. It can help improve the customer experience and provide the impetus for enhanced collector training. Great coaching for collectors can be a byproduct, and management can also evaluate trends by collector. Discuss ideas to improve customer satisfaction and your overall results.
Compliance Management Systems
Kelli Edmonds, Alltran
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.
Operational Effectiveness - My How the Times Have Changed! Are you Changing with Them
Denise Cross, LexisNexis Risk Solutions
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.
Scalable Compliance Management for Local and Regional Creditors in a Changing Compliance Landscape
Jennifer Haines, America's Credit Union
Chris StraiterSentry Credit, Inc.
A system of 3rd Party Vendor Management Compliance controls should be scalable and reasonable if they are to function as an effective management and compliance tool for variable sized operations. We will discuss structuring the onboarding, compliance controls and testing, reporting/data management, and performance management tools that can be adapted to meet a variety of operational sizes.
TCPA/Technology Changes - Digital Media and Payment Solutions
Shawn Spratte, Public Service Credit Union
Preferred methods of communication have shifted, how do we adjust our efforts to communicate with the consumer? This roundtable will be an interactive open discussion to allow the opportunity to share experiences, current and best practices, new technology, scrubs and solutions used in the marketplace to mitigate risk. Thoughts and plans for the future with regards to implied consent, opt-in / opt-out, texting, email, social media, and courtesy call reminders. Please bring your knowledge, questions, and issues to the table for a productive and interactive session.
CFPB Enforcement and Supervision
Greg NodlerSenior Counsel for Enforcement Policy and Strategy, Consumer Financial Protection Bureau
Susan TorzilliAssistant Deputy for Office of Supervision Policy, Consumer Financial Protection Bureau
Join this roundtable for a one on one discussion on CFPB enforcement and supervision.
Repossession
Ray Wagner, BBVA Compass
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.
1099C
Adam MellemToyota Financial Services
Wondering if and when your organization should be filing Form 1099-Cs? Join this roundtable to discuss the 1099-C process, what does and does not need to be considered a discharge of indebtedness, how your organization may define significant bona fide collection activity, and what exceptions your organization might want to consider before reporting on Form 1099-C.
Conversation with the FTC
Reilly DolanFederal Trade Commission
Acting Deputy Director of the Federal Trade Commission’s Bureau of Consumer Protection, Reilly Dolan, sits down with this small group session to discuss the FTC’s directions, enforcement, or your thoughts and concerns about the FTC. Take this opportunity to learn more about the FTC, or ask Reilly your questions, in a small group environment.
5:00 p.m. - 7:00 p.m. Cocktail Reception - Expo Hall
Wednesday - September 13, 2017
7:00 a.m. - 8:00 a.m. Yoga Hour - Yoga with David Stein - Sponsored by Malcolm S. Gerald and Associates, Inc. (MSG)
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. This class will be moderately paced for the person with limited (or no) yoga experience, yet challenging enough for someone who practices yoga regularly. Start your day with something great for your body and mind.
8:00 a.m. - 9:00 a.m. Networking Gourmet Breakfast - Expo Hall
Take advantage of this last opportunity to see the Expo and enjoy a delicious networking breakfast.
9:00 a.m. - 10:00 a.m. Keynote Session
Endeavour To Succeed
Captain Mark Kelly, Commander of Space Shuttle Endeavour's Final Mission & Space and Aviation Contributor for NBC News/MSNBC
Captain Mark Kelly offers audiences insights drawn from his various and extensive experiences, from leading teams in some of the most dynamic environments imaginable, to the thrill of spaceflight and making history, to the importance of commitment to career and family, in order to truly define and achieve success.
10:00 a.m. - 10:30 a.m. Networking Break and Exhibits - Expo Hall
Last chance to see the Exhibitors before the Expo Hall closes at 10:30 a.m.
10:30 a.m. Expo Hall Closes
10:30 a.m. - 12:00 p.m. Technology Wednesday Panels
10:30 a.m. - 11:30 a.m. How Technology Assists Collection and Compliance Management
Marc CataldoCallMiner
Bob DavisSecurity National Automotive Acceptance Company (SNAAC)
Eugene O'RourkePaymentVision
Shawn SprattePublic Service Credit Union
Have you ever felt overwhelmed with technology? Do you think technology advances are only for large budget operations? Wondering how small and mid-level players can gain an advantage with technology? Learn how diverse companies are using technology advances today, to manage growth, maintain efficiencies and overcome operational challenges, as well as some options to communicate with various generational preferences. Hear thoughts on what’s on the drawing board for the future, including new, clever options and evolving technology for complying, communicating and succeeding in our more virtual world.
11:30 a.m. - 12:00 p.m. Cyber Security Is Not Rocket Science!
Todd StephensonPractical Assurance
Collection operations professionals and owners don’t have to be intimidated by Cyber Security. What if it’s really not that complicated? Gain an understanding, in plain english, of the core threats and learn about practical solutions, strategies, and resources to cover your bases; for your department, your business, your vendors, and personally as well. Learn why Cyber Security is everyone’s responsibility and why it can’t be relegated it to “IT”. Be prepared by hearing about the most current trends and attacks. Let’s demystify Cyber Security together!
12:00 p.m. Conference Closes


Debt Connection Symposium and Expo

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