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COLLECTIONS+ $ OPERATIONAL RISK 22nd Annual FINANCIAL SERVICES

CONFERENCE | October 27-29, 2014

Learn the recent guidance from the CFPB and OCC on outsourced relationships for Vendor Compliance Management The FCC – New regulatory impact on Prior Express Consent, how the law is shifting on all fronts, and what the future holds!

Working Cease and Desist Paper: Multiple Strategies and Getting Results

HEAR FROM THESE INDUSTRY SPECIALISTS

CURTIS LYNCH

DIANNE WALKER

KRISTEN SCOTT WELLS

Vice President, Card Operations UMB Bank

Senior Vice President and Director of Default Servicing and Collections First Tennessee Bank / First Horizon National Corp

Chief Collection Officer Civilian Portfolio Pioneer Financial Services | Division of MidCountry Bank

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www.finservicecollectionscredit.com | 212-803-8456 | 212-803-8775

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COLLECTIONS+ 22nd Annual FINANCIAL SERVICES

$ OPERATIONAL RISK CONFERENCE | October 27-29, 2014

• Understand the recent and conflicting rulings regarding consent and dialers, and how the FCC can change everything • Learn to manage top line performance with uncompromising compliance • Gain insight on the three ways that the CFPB is acting with respect to debt collection: the rulemaking process, examinations and enforcement actions • Get pointers on how to identify C&D paper, best practices in working with debt settlement, point of contact and overall recovery strategies that work • Learn the impact on the marketplace for bankruptcy claims, the decision to file a claim, selling bankrupt accounts, handling claims internally or through a vendor and upcoming changes to the claim process

REGISTER SAVE $150 NOW USE PROMO CODE BROCH150

Visit www.finservicecollectionscredit.com | or call 212-803-8456 or 212-803-8775

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DAY ONE, OCTOBER 27 8:00 a.m.

Registration Opens 9:00 a.m. – 12:00 p.m.

Workshop: Vendor Compliance Management Hear about the recent guidance from the CFPB and OCC on outsourced relationships. Vendor management is requiring more attention and detail than it ever has, so this session will address the questions and problems companies face when selecting vendors and monitoring their performance.

Joseph Kirkpatrick, Managing Partner KIRKPATRICKPRICE, LLC 1:00 p.m. – 2:30 p.m.

Closed-door peer collaboration CREDITORS Facilitator: Kim S. Bonn, Director for Client Transitions, TELUS INTERNATIONAL 1:00 p.m. – 2:30 p.m.

Closed-door peer collaboration AGENCYS Facilitator: Robert Hanna, Director, Business Development, WELTMAN, WEINBERG & REIS CO., LPA

DAY TWO, OCTOBER 28 7:45 a.m.

Registration 8:20 a.m.

Chair’s Opening Marcelo Aita, President and CEO, NCB MANAGEMENT SERVICES, INC. 8:30 a.m.

Opening Keynote 9:15 a.m.

Break/Breakfast 10:00 a.m.

Vendor Management: The Creditor Perspective Managing vendor relationships and conducting proper due diligence and oversight is more important today than it has ever been. Public awareness has never been higher and heavy regulatory pressures never stronger. Accountability is critical and balancing performance and compliance, a slippery slope.

How do you choose a vendor partner?

How do you manage top line performance with uncompromising compliance?

This panel of accomplished vendor managers will share their experience on how to navigate today’s collection environment.

2:30 p.m. – 4:30 p.m.

The TCPA Compliance Workshop: The FCC – New regulatory impact on Prior Express Consent, how the law is shifting on all fronts, and what the future holds!

Join attorney David Kaminski for an in-depth discussion of the current state of the law, recent FCC Regulatory pronouncements affecting the TCPA, the potential future rulemaking impact by the FCC, compliance strategies to reduce the prospects of being a TCPA target, and answers to all of your questions.

David J. Kaminski, Partner, CARLSON & MESSER LLP [Refreshments served] 4:30 p.m.

Chair’s Welcome Marcelo Aita, President and CEO, NCB MANAGEMENT SERVICES, INC. 4:45 p.m.

Keynote Amy Crews Cutts, PhD, Senior Vice President and Chief Economist, EQUIFAX 5:30 p.m. – 7:00 p.m.

Networking Cocktail Reception

Moderator: Nick Jarman, Chief Operating Officer, DELTA OUTSOURCE GROUP Panelists: Curtis Lynch, VP Loss Mitigation, UMB BANK Dianne Walker, SVP, Director – Default Servicing & Collections, FIRSTTENNESSEE BANK | SVP, DIRECTOR - DEFAULT SERVICING & COLLECTIONS Kristen Scott Wells, Chief Civilian Collections Officer, Pioneer Services, A DIVISION OF MIDCOUNTRY BANK 10:45 p.m. – 11:45 p.m.

Update from the CFPB’s Recent Debt Collection Activities Look at the three ways that the CFPB is acting with respect to debt collection: the rulemaking process, examinations and enforcement actions. For each, we will survey recent activity, and offer lessons that can be learned from the CFPB’s recent activities and identify potential trouble areas for creditors and collectors to focus on. The panelists will also provide their insights about emerging new areas of CFPB interest, and predictions for the future activities of the agency, and how those will impact first party and third party collections, as well as the sales of debt.

Nancy Brooks, Vice President and Deputy General Counsel, DISCOVER Christopher J. Willis, BALLARD SPAHR LLP 11:45 a.m.

OCC Update: New Guidelines and other Key Trends Darrin Benhart, Deputy Comptroller for Credit and Market Risk, OFFICE OF THE COMPTROLLER OF THE CURRENCY (OCC) 12:30 p.m.

Lunch

DAY THREE, OCTOBER 29 8:50 a.m.

Chairman’s review Marcelo Aita, President and CEO, NCB MANAGEMENT SERVICES, INC. 9:00 a.m. - 10:00 a.m.

OCC Debt Sales Guidelines - A Deeper Dive David B. Mertz, Managing Director Compliance PRIVACY AND RISK GLOBAL DEBT REGISTRY Take a look at the OCC guidance from the perspective of industry participants and learn how these changes will impact them as a result.

What will a creditor’s oversight committee look like? How will PSAs be re-structured to address as a result? How and what media will be distributed? These and many more top-of-mind questions will be addressed.

Additional speakers to be announced.

10:00 a.m. – 11:00 a.m.

Networking Breakfast in Exhibit Hall

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TECHNOLOGY TRACK

2:00 p.m. – 2:45 p.m.

Working Cease and Desist Paper: Multiple Strategies and Getting Results This will be a “How-To” panel discussion around how to work cease and desist paper depending where it’s at in the collection process. We will hear from industry experts that work C&D paper regularly. You will gain knowledge from 4 different perspectives; debt settlement, collection agency, debt buyer and collection attorney firms.

You’ll learn how to identify C&D paper, best practices in working with debt settlement, point of contact and overall recovery strategies that work. We will learn from all sides pointers how to effectively increase recoveries, reduce the cost to collect and manage the process most efficiently.

Teresa Dodson, Sr. VP of Business Development, STRATEGIC CS Joseph Duarte, Fouding Partner SECOND ROUND LP Matthew A Saperstein , Senior Vice President, PHILLIPS & COHEN ASSOCIATES, LTD.

2:00 p.m. – 2:45 p.m.

Implementing Compliance Management Systems that Work for Your Organization The CFPB has made the need for a comprehensive compliance management system very clear but provided flexibility regarding the details of implementation for each institution including consumer debt collectors.. This session addresses the considerations to assess, design, and deploy systems that work for your organization.

Andrew J. Blady, Esq. General Counsel & Chief Compliance Officer, NCB MANAGEMENT SERVICES, INC. Bette Capaldo SVP, Operations Control & Support Services, NCO FINANCIAL SYSTEM, INC. Adam Cohen, Co-Chairman/CEO, PHILLIPS AND COHEN J. Kurtis “Kurt” Kline , BRIDGEFORCE Brian Reiss, Managing Director, U.S. Practice, BRIDGEFORCE

2:00 p.m. – 2:45 p.m.

Case Study: Conserve Uses Simulation Technology to Improve Hiring, Cut Costs, and Increase Profits Hear how how collection agencies can use innovative simulation technology to identify and hire top-performing collectors. Also learn from real world case studies of how leading collection agencies are using the latest simulation technology to effectively screen job candidates, significantly reducing agent turnover and increasing performance.

George M. Huyler, PHR, Vice President CONSERVE Joe La Torre, Director of Innovation EMPLOYMENT TECHNOLOGIES CORPORATION

2:45 p.m. - 3:30 p.m.

What Contact Center Leaders are Doing and Saying about the TCPA Insight from a Inside Counsel • Hear what other ARM contact center leaders are asking about and creating in order to mitigate TCPA risk today.

• Attendees will have a rare opportunity to sit in on the strategy developments of their fellow ARM leaders • An operations veteran will provide a unique window into the discussions of not just one business operation, but many of the most well-known agencies and creditors in the industry • Further, a CFPB and Legal consultant will join the dialogue to give their expert opinion Joe Adams, Managing Director, HAMPTON PRYOR CONSULTING John Bedard, Attorney, BEDARD LAW GROUP, P.C. Mark Mallah, Corporate Counsel, LIVEVOX 4:00 p.m. – 4:45 p.m.

Driving Business Change to Reduce Consumer Frustrations This session will share how Encore uses consumer complaint data to drive changes in operations that lead to a better consumer experience and reduced consumer frustration.

Specific areas of focus will include best practices in root cause analysis, communication of information across the business, incentive structures, and leading culture change.

Brian Enneking, Vice President of Consumer Marketing, ENCORE CAPITAL GROUP Kevin Jolly, Director of Consumer Support Services and Quality Assurance, ENCORE CAPITAL GROUP 4:45 p.m. – 5:30 p.m.

Session to be Announced

2:45 p.m. – 3:30 p.m.

The FCRA and the State of the Law This session will provide an in-depth discussion regarding your knowledge of consumer reporting laws and recognize how the laws impact daily business decisions. What can companies report?

What is a permissible purpose in order to obtain a credit report? What constitutes a “reasonable investigation” once a consumer disputes a tradeline through the credit bureaus? Realize your role in affectively resolving consumer debt within FCRA guidelines.

David J. Kaminski, Partner CARLSON & MESSER LLP Nathan D. Sturycz, General Counsel & Chief Compliance Offier, CREDIT CONTROL LLC 4:00 p.m. – 4:45 p.m.

Bankruptcy Claims Process – Today and Upcoming Changes This panel will discuss the impact on the marketplace for bankruptcy claims, the decision to file a claim, selling bankrupt accounts, handling claims internally or through a vendor and upcoming changes to the claim process.

Thomas A. Lee III, Managing Partner BECKET & LEE LLP Edward Benison, Executive Vice President | ECAST SETTLEMENT CORP., A SUBSIDIARY OF J.P. MORGAN 4:45 p.m. – 5:30 p.m.

Unscrambling Consumer Litigation & Complaint Data in the Age of the CFPB Get the lowdown on the most recent courtroom and complaint trends affecting creditors and debt collectors.

Jack Gordon of WebRecon tracks credit industry litigation and complaint statistics will review the trends and takeaways from the data we have.

Charity Olson of Olson Law Group will explain how the data impacts your compliance obligations and how to best utilize this information to protect your operation.

Jack Gordon, Founder, WEBRECON@ WEBRECON Charity A. Olson, Attorney, OLSON LAW GROUP

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2:45 p.m. – 3:30 p.m.

Debt Collection & Digital Channels: A Critical Juncture Consumer preferences are shifting rapidly from voice and paper contact to digital media: Email usage has exploded; text messaging has become the preeminent mode of communication among young people; Smartphone penetration is on the rise; and the number of mobile banking users worldwide is projected to surpass one billion by 2017. Creditors remain heavily reliant on traditional channels in communicating with delinquent customers. The industry is at a critical juncture: failure to modernize contact strategies could damage creditors’ ability to rehabilitate distressed borrowers and maintain healthy, longterm business relationships.

Louis Buccheri, Managing Associate, AURIEMMA CONSULTING GROUP Tom LaMagna, Managing Director AURIEMMA CONSULTING GROUP Anna S. Osborn, Compliance and Operational Risk Manager - Consumer Credit Solutions, WELLS FARGO BANK, N.A. 4:00 p.m. – 4:45 p.m.

Three Virtual Virtues - Virtual Agents, Virtual Negotiation & Virtual Settlement Learn about the virtual technology available today and how it is applied in a real world setting and the impact it has had on collections.

Also explore the results of BillingTree’s 2014 Collection Agency Operations and Technology Survey which examined the use of these technologies in great depth. Join us to hear the main results of this research, as well as the implications for collections and recovery professionals.

Joseph Bonilla, Product Director BILLINGTREE 4:45 p.m. – 5:30 p.m.

Session to be Announced

COLLECTIONS+ 22nd Annual FINANCIAL SERVICES

$ OPERATIONAL RISK CONFERENCE | October 27-29, 2014

Interested in Sponsoring or Exhibiting?

Contact Melissa Sefic to find out how to customize a sponsorship/exhibit package which is most appropriate for your institution. Phone: (212) 803-6067 | Email: melissa.sefic@sourcemedia.com

Sponsors & Exhibitors GOLD SPONSOR

SUPPORTING SPONSOR

TECHNOLOGY TRACK

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EXHIBITORS

Registration Information Attendee Type

Rates until 10/3/14

Rates until 10/26/14

Onsite

Credit Grantor

$895

$1,095

$1,295

Licensed Collection Agency

$1,495

$1,695

$1,895

All Other Professionals

$2,495

$2,695

$2,895

Pre-Conference Workshop: Vendor Compliance Management

$99

$99

$99

Closed Door Connect & Collaborate Pre-Conference Workshop (Credit Issuers/Grantors Only)

FREE

FREE

FREE

Closed Door Connect & Collaborate Pre-Conference Workshop (Agencies Only)

FREE

FREE

FREE

TCPA Pre-conference Workshop

FREE

FREE

FREE

* You must be a paid attendee to attend the pre-conference workshops.

For payments requirements and our cancellation policy please visit us online.

Hotel Accommodations 3708 Las Vegas Boulevard South Las Vegas, NV 89109 Hotel website: www.cosmopolitanlasvegas.com

Reservations: ONLINE Phone: 702-698-7100 / 877-551-7772 Room Rate: $209 (plus $15 resort fee) SourceMedia has secured a block of rooms at The Cosmopolitan exclusive to conference attendees. Please make your reservation by October 6, 2014 and reference code - SFSCO4. Rooms will be available on a first come, first served basis— there’s no guarantee that rooms will be available after the cut-off date.

www.finservicecollectionscredit.com | (212) 803-8456 | (212) 803-8775

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