Collection and Recovery Solutions
Speaker Topic and Biography


Chris Bennett
BMW Financial Services (China)
Topic: Collections in China – Lessons Learned and Insights Gained and How They Might Help Improve Efforts Here and Globally.
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.

Biography:
Chris Bennett recently returned from a 4½-year international assignment to Beijing with BMW Financial Services (China). He managed all internal collection operations, lowering the delinquency rate to less than 1/3 of the previous rates. He was then asked to assist in setting up the collection procedures for a Herald International Leasing (a newly acquired auto leasing subsidiary of BMW in China). After completing that, he returned to BMW and resumed control of the internal collections and consulted on the external collection as well. He joined BMW in 2004. Prior to that, he had over 20 years of retail credit card experience covering all aspects of credit and collections. He developed training and incentive programs for new and experience collectors and built a legal collections department for a major regional department store. He has both Bachelor's and Master's Degrees in Business Administration and has taught Consumer Financial Education courses.



Rick Berlin
The Office of the Texas Attorney General
Topic: It’s Not All About DC. Outside-the-Beltway Enforcement by State Attorneys General

Biography:
Rick Berlin is the Managing Attorney for the Houston office of the Texas Attorney General's Consumer Protection Division and has worked as an Assistant Attorney General since 2009. His practice involves filing lawsuits under the Texas Deceptive Trade Practices‒Consumer Protection Act to protect consumer rights in a wide range of areas. He has worked on cases involving debt collection, price-gouging related to Hurricane Harvey, and income tax preparation fraud targeting low income families. Since joining the Attorney General’s Office, he has first or second-chaired multiple jury trials awarding more than $35,000,000 in consumer restitution and civil penalties against debt collectors, credit repair companies, and individuals promising foreclosure rescue. His community outreach includes raising awareness of the dangers of synthetic drugs, identity theft protection, and disaster preparation and relief. He was named a Texas Rising Star by SuperLawyers and H-Texas Magazine in 2009 and recognized as a Top Lawyer in Government and Administrative law by Houstonia magazine in 2016. In 2018, the National Consumer Law Center presented Rick Berlin its 2018 Rising Star award for major contributions to consumer law by trying a case of great success and significance.



Daniel Erdmann
Kohl’s Servicing and Operations Centers
Topic: Hiring in Today’s Job Market Roundtable

Biography:
Visionary leader with 20 years of experience developing teams that drive best in class results. Experience encompasses leadership in retail, banking, and contact center organizations. Successes and achievements in associate engagement, customer experience, forecasting and budgeting, process innovation, and national and international strategy implementation. Continuous partnership and established leadership role involvement with various nonprofit organizations for 25+ years.



Bev Evancic
Resource Management Services, Inc.

Topic: Pre-Conference - 2-Day Workshop
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.

Topic: Optimal Collection Performance - Validating Compliance, Collection Effectiveness and Consumer Experience Roundtable
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.

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.
Read More »



Ken Evancic
Resource Management Services, Inc.

Topic: Pre-Conference - 2-Day Workshop
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.

Topic: Training Collection Managers To Maximize Performance: Compliance, Coaching and Accountability
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.

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.
Read More »



Manfred Greger
Yamaha Motor Finance.
Topic: Synthetic Fraud Roundtable 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.

Biography:
Manfred Greger is the Group Manager, Portfolio and Vendor Management for Yamaha Motor Finance. In this roll Manfred oversees the operations of Yamaha’s 3rd party service providers that support both the retail instalment and credit card programs as well as the internal credit card Collateral Management functions (Title Management, Recovery, and Remarketing). Prior to joining Yamaha, Manfred has held numerous credit risk management positions over a 35+ year career with both retail and wholesale finance companies including Mitsubishi Motors Credit, Hyundai Capital, Chase Auto Finance and WFS. Manfred has a bachelor’s degree from U.C.L.A and professional certificate from U.C.S.D.



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".
Read More »



Matt Justice
Professional Bureau of Collections of Maryland Inc.

Topic: Millennial Peer Group - Kickoff Meeting (Open to All Attendees)
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.

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.



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 TransUnion 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.
Read More »



Chris Mitcham
SNAAC, LLC

Topic: Operational Success Strategies - Creditor Panel

Biography:
Chris Mitcham currently serves as the Senior 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. Throughout his career, Mitcham has held leadership positions where he managed multiple relationships with major automotive finance companies providing complex specialty finance/capital solutions and portfolio acquisitions in the automotive space which includes powersports, livery leasing, and non-performing debt. Further experiences in the direct to consumer, 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: It’s Not All About DC. Outside-the-Beltway Enforcement by State Attorneys General

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.



Tom Nusspickel
American First Finance

Topic: The New Norms of Agency Management

Biography:
Thomas (Tom) Nusspickel, Chief Operating Officer for American First Finance, has a 28-year career in the banking & financial services industry in executive-level roles directing Customer Service and Collections/Recovery divisions for credit originators, third-party servicers, and BPO companies. Tom began his management career with HSBC, serving close to 10 years running Collections & Recovery for three divisions.
Read More »



Tom Pahl
Bureau of Consumer Financial Protection
Topic: BCFP Rulemaking Updates

Biography:
Thomas B. Pahl is the Policy Associate Director of Research, Markets, and Regulations at the Bureau of Consumer Financial Protection. Before joining the Bureau, he was the Acting Director of the Bureau of Consumer Protection at the Federal Trade Commission, where he also served in a number of other senior policy roles. He was a Managing Counsel in the Bureau’s Office of Regulations and Counsel for the Senate Judiciary Committee under Chairman Orrin Hatch. In addition to his government work, Pahl was an Attorney in private practice focused on consumer finance matters and taught consumer protection law at George Mason University’s Antonin Scalia Law School. Pahl received a Bachelor’s Degree in Economics from the College of St. Thomas and a Law Degree from Northwestern University.



Nicholas Prata
Best Egg / Marlette Funding

Topic: “Improving vendor/supplier Customer Experience” Roundtable
NPS and CSAT needles not moving, or not as fast enough? Let’s discuss practical, proven short and long-term strategies to improve CX

Biography:
Nick Prata is Director of Training, Quality & Customer at Best Egg / Marlette Funding (Best Egg Named 2019 Consumer's Choice Award Recipient in Personal Loans by BestCompany.com.) He has 23 years of financial services management experience in Personal Loans, Card and Investment banking. Nick specializes in improving vendor Performance / Customer Experience in Service, Fraud and Collections spaces.



Doug St. Peters
Navient, Inc.

Topic: The New Norms of Agency Management

Biography:
Doug St. Peters is Vice President of Portfolio Management for Navient (NASDAQ: NAVI) responsible for the company’s charged-off loan portfolios, debt sales, and collection agency outsourcing. Doug has 13 years’ experience in leadership roles within the accounts receivable management (ARM) industry. Doug’s managed-workgroup administers a $21 billion loan portfolio, contracts with over 30 collection vendors to produce over $2.4 billion in annual recoveries on behalf of private-sector and not-for-profit clients.

Doug is a member of the National Council of Higher Education Resources (NCHER) serving on NCHER’s private loan and FFELP Debt Management committees. Doug is a frequent speaker at national conferences on topics such as student loans, debt collections, and ARM master servicing. Doug holds an MBA from Butler University and a BS in Finance from Indiana University.



Shelly Votaw
Kohl’s Servicing and Operations Centers

Topic: Hiring in Today’s Job Market Roundtable

Biography:
Shelly Votaw is currently the Sr. Manager, RMO Recovery and Operational Compliance for Kohl’s Servicing and Operations Centers. She has been in risk management operations and customer service for over 20 years. Shelly is highly motivated and learned many functions within Kohl’s (collections and recovery, agency and vendor management, fraud and specialty, and most recently compliance).

In 2014, she completed her Master’s Degree in Business Management and her undergraduate in 2010. Shelly enjoys inspiring others, particularly as it relates to achieving compliance greatness. Shelly led the roll out of the department wide "Doing it Right" branding, placing a positive focus on all things compliance.



Collection and Recovery Solutions

All images and content, unless otherwise noted, are copyrighted and a product of Resource Management Services, Inc., and may not be used without permission.
Some artwork is trademarked and copyrighted by their respective owners and noted where known.
No images or content on this site may be reproduced or distributed without consent of Resource Management Services, Inc. or the copyright holder.
CRS2019SM and Collection and Recovery SolutionsSM are service marks of Resource Management Services, Inc.
10440 Pioneer Blvd. Suite 2, Santa Fe Springs, CA 90670. Contact 562-906-1101 if there are any questions.