Agenda

Adapting Collections Models & Segmentation Amid Covid-19 Crisis

Post COVID-19, determining how to assist consumers with offers/programs is of particular concern for many at this time. In addition, the need to more accurately determine how to differentiate risk going forward and how to most effectively leverage available contact channel strategies will be covered. This session will paint a compelling picture of the new normal and help you with these top strategic concerns.

Speakers:

Dave Wasik, Partner, 2nd Order Solutions

Brian O'Malley, Managing Director & Partner, Boston Consulting Group

Innovation as a COVID-19 Capacity Lever - Self Service - Helping Customers Who Can Help Themselves

Everyone in the world has been touched by COVID-19 in some way. A broader set of consumers are being impacted simultaneously, which increases stress for consumers and the financial institutions trying to support them. Many operations are faced with limited work options and or staff, at the same time as the number of customers who need our help is growing exponentially. This session will provide insight into how and why self-service can be a viable part of your short and long term strategy.

Speakers:

Simon Scalzo, CEO, Remitter

Michael Cassidy, Managing Partner, M&G Solutions

Debt Settlement - The Consumer's Choice and the Strategies to Support Them Through the Process

Debt settlement companies have seen an immediate and substantial uptick in consumers pursuing them as a solution. This session will help you understand how best to identify and support consumers who choose debt settlement as the way to navigate through this economic upheaval.

Speakers:

John Sanders, Managing Partner, CKS Financial

Carri McQuerrey-Funk, VP Vendor Management and Strategy Execution, Citizens Bank

Segmentation and Prioritization - The Evolution

Re-evaluating existing segmentation and 1) making low-effort, high-value modifications such as challenging balance cuts, holdout populations, test and control sizes, etc. and 2) strategically planning for those moderate/high-effort strategy changes that will yield high-value returns (either to staffing or losses) is critical. This session will educate you on what to consider now and in the future.

Speakers:

Terry Gildden - Associate Partner, The Intelitech Group

Greg Hocutt - President, Hollis Cobb and Associates

Tyler Roark - Senior Partner, The Intelitech Group

Innovation as a COVID-19 Capacity Lever - Customer Contact Channels

Augmenting staffing with the help of low-cost contact channels is not new, but it's safe to say it hasn't been this urgent in a long time. This session will dust off what we've traditionally thought of as the best approach for consumers and loss mitigation with a new consideration - COVID-19.

Speaker:

Boris Grinshpun, GM of CRM Product Group and Messaging Channels, Livevox

AI & Digital Transformation: Evolutionary, Not Revolutionary

Uncertainty is all around us and now is the time to be bold, brave, and innovative. Companies are plagued with challenges including quickly rising delinquency and the resulting dramatic increase in staffing needs, changes in customer preference, regulations, and more. These factors, if not acted upon, will lead to an increase in losses and expenses. Join this panel of thought leaders to learn how Conversational AI will forever change the debt recovery industry through increased collections and improved customer experience. In this session, the group will discuss their journey implementing the Interactions Virtual Collection Agent and its capability to increase revenue recovery at a reduced operational cost, in a conversational, human-like, and judgment-free manner.

Speakers:

Erin Stewart, Senior Director, Interactions

Mary McKenna, Sr. Director of Product Management, Interactions
Robert McElroy, OCA Manager, Credit & Account Services, Comcast Central Division
Jim Freeze, CMO, Interactions
Marty Sarim, CEO, ERC BPO
Stephen Samaroo, Lead Credit Analyst, AT&T

The Quickly Changing World of Debt Sales: Everything you Need to Know to Inform Your Current and Future Debt Sale Considerations

Debt sales as a strategy will look very different post-COVID-19. An increase in volume for sale, combined with limited capital to purchase, may create the perfect storm. NLEX will share the facts and data you need to size the impacts of this change to your existing strategy and to educate you on how best to leverage debt sales as a strategy in the future.

Speakers:

Van Millis, Senior Vice President, NLEX
Kaye Dreifuerst, President, Security Credit Services

Joshua F. Pinkowski, CEO, Client Services, Inc.

Judgment Strategies Coming out of COVID-19

This session will provide thought leadership on the current and future of judgments, with a specific focus on those judgments in your portfolio that have gone dormant. What now?

Speakers:

Amy Nodine, Executive Vice President, InvestiNet

Aaron Brooks, Senior Director of Strategy and Analytics, InvestiNet

How Free Credit Counseling Can Benefit Consumers AND Your Strategy

Credit Counseling has become a quiet part of the distressed debt eco-system. Now more than ever, we need to be helping consumers in every way available. Credit counseling is a free resource for many and has new and creative solutions to offer consumers. This session will serve to educate leaders on how credit counseling can mutually benefit your customers and your strategies.

Speakers:

Chris Viale, President & CEO, Cambridge Credit Counseling

Rebecca Steele, President & CEO, National Foundation for Credit Counseling
Kristen Holt, President & CEO, GreenPath Financial Wellness
Mike Croxson, President and CEO, Consumer Education Services, Inc.
Judy Sorensen - President, National Foundation for Debt Management