Friday, October 30, 2020 11:00am – 12:30pm

Attendees will choose and rotate every 30 minutes for 1.5 hours

Mini Breakout Session Topics (by table)

1

Hidden Sources of Collection by Alana Anaya
This session will cover strategies to obtain information and conduct collection for difficult debtors and on deceased accounts.

3

Collection Scorecards. Making the Grade by Bill Perrella, Sentry Credit
A systematic approach to performance evaluation by utilizing scorecards, reports and collector performance ratings to enhance your department’s effectiveness.

3

California Vehicle Loans — Notices of Intent and Post-Sale Notices by Thomas J. Prenovost, Jr.
Everything you need to know to obtain a Deficiency Judgment stay away from and defend those Class Action Lawsuits.

4

Managing your Defaulted Accounts Inventory: Have you considered debt sales as an option? by Jan Stieger & James J. Mastriani
Stop by this table to discuss debt sales as an option for your defaulted accounts. Learn best practices that will protect your members, protect your reputation, and return immediate liquidity to your credit union. Treating consumers professionally and ethically is imperative in the collection environment – and certification and best practices are established to accomplish this.

5

Social media and the pros & cons of engagement with members by David Lippman

• Does the CU have a designated person for engagement
• Opportunities to turn around bad reviews 1 start to 4 or 5
• Pros & Cons of engagement with Members

6

Artificial Intelligence and Collections: A Perfect Match by Nathan Anderson
How artificial intelligence is impacting collections today and what will collections look like in the future?

7

Improving tracking, production, and Analysis on the Symitar Episys core by Mike Schatzman
This session will be for Symitar Core users. It will focus on using the Symitar PowerOns to enhance collections processes. Topics will include automating processes within Symitar to increase productivity; enhancing controls on collectors while expanding capabilities; enhancing interaction with third party venders; enhancing and automating productivity reporting; and enhancing and automating analysis reports.

8

Online Account Takeover: Protect your Customer’s Online Account during COVID-19 by Anabel Ortiz
Financial crime has proven to be a serious and growing challenge during the COVID-19. During this crisis fraudsters are quickly capitalizing on the pandemic for their gain, with many financial institution closed or limiting branch access and large numbers of consumers are still sheltering in place.

This poses a challenge for many institutions as changes in daily operations and customer behavior are complicating financial crime management. Authorities have issued warnings as criminals leverage the COVID 19 crisis for tried and true crime scams that include, phishing attacks and compromising other personally identifiable information (PII) in preparation to compromise accounts. In April, we saw a new surge in online banking customers and new online banking registrations surged by over 160% as customers and criminals migrated to the digital channel.

Join me as we have a group discussion on the strategies that we adapted to protect our customers online during this crisis:

• Strategies for Protecting Customer’s Online Accounts
• Preventing Online Account Takeover
• Monitoring and Managing Customer Behavior
• Monitoring and Preventing Mobile Check Scams

9

Combating Collections Challenges With Data by Ian Frame
More information leads to better decisions. In 2020 the automotive finance industry has experienced a wide array of challenges and opportunities. This roundtable will provide lenders with important insights and trends from the experts on Vehicle History data. Thousands of Credit Unions and other lenders trust CARFAX to assist them in their collections processes. We will discuss a set of best practices that several of the nation’s top lenders utilize in implementing data to help make better and more-informed decisions in collections and vehicle recovery.

10

Synthetic fraud by Jerad Broaddus
Synthetic fraud is a current hot topic now here at the CU, and in the industry, of course text messaging, something called “back door” reaffirmations, technology and collections, i.e., scoring accounts and matching resources.