• 2018 Proposed Agenda

    as of May 21, 2018

    MONDAY June 4

    Opening Reception 6:00 PM - 7:30 PM - Sponsored by Experian and ContactRelief


    Check in, grab your name-tag and join us right at the Omni Frisco Hotel for an opening reception.

    TUESDAY June 5

    Registration, Breakfast, Networking

    7:30 AM - 8:00 AM

    Welcome & Opening Remarks

    8:00 AM - 8:15 AM

    Stephanie Eidelman, CEO and Amy Perkins, Chief of Content & Industry Intelligence - insideARM and The iA Institute

    8:15 AM - 9:00 AM

    Keynote Speaker: Rebekah Johnson - CEO, Numeracle

    A kick-off to open our minds and focus on the possible, rather than the impossible, when it comes to the future of our industry.

    9:00 AM - 9:10 AM

    Preparing for Evolving Customer Communication and Payment Preferences

    Speaker: Erin Stewart - Credit and Collections Practice Lead, Interactions LLC

    General Session: Moving Forward with Debt Collection Rules- Where can Industry and Advocates Find Common Ground

    9:10 AM - 10:10 AM


    Joann Needleman- Practice Leader & Member, Clark Hill PLC

    Ann Baddour - Director, Fair Financial Services Project, Texas Appleseed

    Mary Spector - Professor of Law, Director of Civil/Consumer Clinic, SMU Law School

    Gandhi Eswaramoorthy - Debt Collections Program Manager, Consumer Financial Protection Bureau


    10:10 AM - 10:30 AM

    Day 1 Breakout 1:​ (choose one)

    10:30 AM - 11:30 AM

    Legal and Compliance Track - Sponsored by LiveVox

    Law Review - TCPA and Mobile Consent- Dialing/Text/E-mail

    From recent TCPA rulings to obtaining, revoking and transferring consent—it seems there are varying degrees of conservatism on this topic because it’s one of the grayer areas in the industry. How do we get better so we can continue to innovate and evolve?


    Rozanne Anderson - VP, Chief of Compliance, Ontario Systems

    Sara Woggerman - Compliance Consultant, Ontario Systems

    Operations Strategy Track - Sponsored by TransUnion

    Customer Preference Study and Artificial Intelligence

    There’s a lot of speculation about how customers want to stay informed and how AI and general innovation can help us succeed in solving the customer/efficiency/loss trifecta. Let’s cut through the buzz and get down to doing it in a way that achieves all of our goals.


    Erin Stewart - Credit and Collections Practice Lead, Interactions LLC

    Gordon Beck - CEO, DCI

    Marty Sarim - President and COO, ERC BPO

    Operations Management Track - Sponsored by Ontario Systems

    Call Monitoring and Evaluation 

    Balancing the customer experience, compliance and collections effectiveness.


    Lori Vanderpool - Regulatory Compliance Manager, T-Mobile

    Joe Adams - Executive Vice President, Hampton Pryor Group

    Lunch & Networking

    11:30 AM - 12:40 PM

    Day 1 Breakout 2: (choose one)

    12:40 PM - 1:40 PM

    Legal/Compliance Track - Sponsored by LiveVox

    REG E, Payments, EFTA

    In a world where customers want to pay more efficiently, it’s on us as an industry to figure out how we can comply. We'll bring clarity and help you understand how you can successfully navigate the rules to deliver for your customers.


    John Bedard, Jr. - Bedard Law Group


    Operations Strategy Track - Sponsored By TransUnion

    Customer Journey - Innovation Jam Session

    Customer preferences are evolving and so are contact methods. There’s a growing need to step back and see what the evolution of the contact strategy (text, email, online, interactive message, self-service) looks like through your customer’s eyes.


    Colleen Rose - Lead Product Marketing Manager, Experian

    Chris Repholz - Chief Customer Officer, MRS

    Operations Management Track - Sponsored by Ontario Systems

    Achieving "Best Place to Work" Status

    Come to this session to learn the characteristics of a "Best Place to Work" and how reaching that level of workplace excellence can have a profound impact on attraction, retention and financial performance. This workshop will also feature an in-depth presentation of the employee engagement benchmarks (Including the top 5 drivers of engagement), the best employer practices benchmarks, as well as many simple tips that can improve engagement in your organization.


    Peter Burke - President and Co-Founder, Best Companies Group

    Networking / Break

    1:40 PM - 2:10 PM

    Creditor Peer Discussion - Presented by REPAY

    2:10 PM - 4:00 PM

    Creditor peer discussion led by:

    Scott Taylor - Director, Collections Strategy and Design, First National Bank of Omaha

    Tamara Simone - Director, Credit and Collections, AT&T

    James Holder - Director of Collections, Lending Point

    Agency and Vendor Discussion - Presented by Pairity

    2:10 PM - 4:00 PM

    Agency and Vendor peer discussion led by:

    Howard Enders - President, Phillips & Cohen

    Andrew Worrall - US Site Director, Phillips & Cohen

    Matthew Clark - General Counsel, EOS

    Andy Balthaser - VP of Compliance, Alorica

    Mike Bevel - Director of Education, Compliance Professionals Forum

    Reception - The Training Table at The STAR, Dallas Cowboys' Headquarters - Sponsored by NPC and VoAPPs

    6:00 PM - 8:00 PM

    The Star is the 91-acre campus that hosts the world headquarters of the Dallas Cowboys in Frisco, Texas.

    Join us for a reception and have a true Cowboys experience at the Training Table, overlooking the outdoor practice field.

    WEDNESDAY June 6

    Breakfast & Networking

    7:45 AM - 8:30 AM

    Opening Remarks

    8:30 AM - 8:40 AM

    Stephanie Eidelman, CEO and Amy Perkins, Chief of Content & Industry Intelligence - insideARM and The iA Institute

    Thought Leadership Presentation - Sponsored by Noble Systems

    8:40 AM - 8:50 AM



    Ben Russell - Regions Bank

    Karl Koster - Noble Systems

    Panel Discussion: The Path to a #BetterWay 

    8:50 AM - 9:30 AM


    Thanks to many industry leaders committed to finding a "#BetterWay", we've gained tremendous insight into the core challenges requiring innovation across the ARM industry. Get a glimpse into the highly impactful and strategic work and what it will mean for you.



    Brad Bartram - COO, Pairity AI

    Isaac Goldman - COO, Vertican Technologies

    Ed Bray - Head of Collections and Recovery Strategy, Citizens Bank

    Michael Meyer - Chief Risk and Chief Security Officer, MRS BPO LLC

    Amy Perkins - Chief of Content, insideARM

    Thought Leadership Presentation - Sponsored by LiveVox

    9:30 AM - 9:40 AM



    Louis Summe- CEO, LiveVox

    Day 2 Breakout 1: (choose one)

    9:40 AM - 10:35 AM

    Legal/Compliance Track - Sponsored by LiveVox

    Successfully Navigating Increased Interaction at the State Level

    As regulatory oversight evolves, the industry is already seeing increased pressure at the state level. We’ll cover state examination best practices and trends.

    Matthew Meyer - Associate General Counsel, OneMain

    Alejandra Krasnow - Senior Compliance Director, Ally Financial Inc.

    Jonnie Lippert - Associate General Counsel, Porsche

    Operations Strategy Track - Sponsored By TransUnion

    Robocall Blocking

    Robocall blocking is an undeniable threat to our traditional model. We’ll provide an in-depth review of the work being done to protect customers from losing contact with us and vice versa.


    Rebekah Johnson - CEO, Numeracle

    Operations Management Track - Sponsored by Ontario Systems

    Modifying Collection Strategies when Hurricanes and Other Natural Disasters Strike

    Mishandling customers during major hurricanes and other natural disasters can compound an already challenging and stressful time for them and poses tremendous risk to the relationship and the company's reputation. Although handling every major disaster requires judgment on the part of companies, there are tools and best practices to help you do it better.


    Mike Chandler - CEO, ContactRelief


    10:35 AM - 10:50AM

    Day 2 Breakout #2 (choose one)

    10:50 AM - 11:50 AM

    Legal and Compliance Track- Sponsored by LiveVox

    Industry Benchmark - Agency Management and Oversight

    Are you over or under investing? Now you can find out. insideARM presents a benchmarking study on agency scorecards and oversight from across the industry.


    Michelle Shaffer - CEO, Carma

    Adam Mellem - Supplier Relationship Manager, Toyota Financial Services

    Operations Strategy Track- Sponsored by Transunion

    Positive Disruption of the Traditional Collections Model

    Opening our eyes to the future of digital collections and the growing demand for a change to the traditional business model (call reduction, self-service negotiation, etc.)


    Stefanie Jackman - Partner, Ballard Spahr LLP

    Matt Underwood - Associate General Counsel, VP, Fifth Third Bank

    Ed Bray - Head of Collections and Recovery Strategy, Citizens Bank

    Closing Remarks

    11:50 AM - 12:00 PM