2021 Receivables Management Conference

Conference Dates: November 16, 17, 18

Title Sponsor
Canaccede Financial Group
PRA Group Canada Inc.
Saadi Law Professional Corp
TECHCOM
MetCredit
Harrison Pensa
Progressa
Champion Sponsors
Affinity Global
Canadian Tire Bank
Commercial Credit Adjusters Ltd.
Consolidated Recovery Group Inc.
D2R-Collect
EOS
Kingston Data & Credit
Razor Capital
REPAY
SCORE Statistical Consulting
Solutions for Account Management, Inc. (SAM)
Phillips & Cohen Associates
MJR Capital Services inc.
Gold Sponsors
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Attendee Pricing

Attendee - Member$275
Attendee - Non-Member$350
Early Bird: Attendee - Member$200
Early Bird: Attendee - Non-Member$275
Group rate - Member
(5 registrants)
$700
Group rate - Non-member
(5 registrants)
$1,000
Early Bird Pricing ends October 7th 2021
Register
Keynote Speaker

Michele Romanow - Dragon, CBC’s Dragons’ Den | Co-Founder and President, Clearco.

Tech titan Michele Romanow is a serial entrepreneur who started six companies before her 35th birthday. A “Dragon” on CBC’s hit show Dragons’ Den, Romanow is the co-founder and president of Clearco. Clearco has invested more than $2B into 4,600 companies making them the biggest ecommerce investor in the world. She previously co-founded SnapSaves, acquired by American tech giant Groupon, and Buytopia.ca, which acquired ten competitors, including Shop.ca and WagJag.

In 2015, Romanow became the youngest judge on CBC’s Dragons’ Den, and has been a ‘Dragon’ for the last six seasons. A prolific investor, she was recently named among Fortune’s 40 under 40, a Young Global Leader by the World Economic Forum, one of Canada’s Most Powerful Women, and Canada’s Angel Investor of the Year.

Romanow has created digital solutions for many of the world’s leading brands, including P&G, Netflix, Starbucks, and Cirque du Soleil. In the media, her work has been profiled in the Wall Street Journal, Forbes, Fortune, TechCrunch, and The Globe and Mail.

Romanow is a director for Vail Resorts, BBTV and Queen’s School of Business. Previously she was a director for Freshii, Whistler Blackcomb, SHAD International and League of Innovators. She also co-founded the Canadian Entrepreneurship Initiative non-profit with Sir Richard Branson.

Canadian Economic Overview

Doug Porter - CFA, Chief Economist and Managing Director, BMO Financial Group

Douglas Porter has over 30 years of experience analyzing global economies and financial markets. As Chief Economist at BMO Financial Group, he oversees the macroeconomic and financial market forecasts and co-authors the firm’s weekly flagship publication, Focus. His team has won numerous awards including Best Forecaster for Canada by Focus Economics, top Canadian forecaster by Bloomberg and the prestigious Lawrence Klein award for forecast accuracy of the U.S. economy.

As a respected commentator on economic and financial trends, he is regularly quoted in the national press and often interviewed on radio and television.

Before joining BMO, Mr. Porter held the positions of Economist and Country Risk Analyst with other Canadian financial institutions, and began his career at the Bank of Canada.

Mr. Porter has been a member of C.D. Howe’s Monetary Policy Council since 2008 and serves on the Investment Management Committees of the Bank of Montreal’s Canada Pension Plan and Western’s Endowment Fund. He also sits on the Board of Directors of Toronto Finance International and on the American Bankers Association’s Economic Advisory Committee.

Mr. Porter, CFA, earned a Master’s degree in Economics from the University of Western Ontario.

US Economic Outlook

Stacey J. Schacter - Founder and CEO of VION Investments

Stacey J. Schacter is the founder and CEO of VION Investments which provides liquidity solutions based on a company’s cash flowing assets regardless of aging. Since 1990, Stacey has focused on receivable buying, servicing and collections in the financial services industry, serving as President of OSI Portfolio Services; President, Chief Executive Officer and Chief Legal Officer of EMCC, Inc.; and attorney and advisor to several debt and receivable purchasing firms.

Mr. Schacter was a practicing attorney from 1988 to 1999 concentrating in Corporate, Securities, Securities Litigation, Mergers and Acquisitions, Specialized Asset Acquisition, Business Reorganization, Workouts and Bankruptcy (Chapter 11). Mr. Schacter is a member of the Ohio and Massachusetts bars.

Mr. Schacter has had several publications and speaking engagements, including talks on the economy and its effects on the receivables industry, collection practices, and bankruptcy. He is a former member of the Debt Buyers Association Board of Directors and was the organization's first chair of its Certification Task Force to create standards for the debt purchasing industry resulting in the first published standards for debt buying in the United States.

Collection Strategies and Economic Trends: Post-Pandemic

Rebecca Oakes - AVP of Advanced Analytics, Equifax Canada

Rebecca Oakes is the AVP of Advanced Analytics at Equifax Canada. She is a seasoned analytics professional with over 15 years’ experience in building and leading high performing analytical teams. Prior to joining Equifax Canada, Rebecca held several senior leadership positions in the UK including Head of Analytics for Grove Capital Management (part of Encore Capital group). Rebecca has a wealth of experience in driving business value from data and analytics across multiple industries including Financial Services, Utilities & Retail.

Debt Seller/Buyer Panel

Stephen Sheather - Score Statistical

As SCORE's leading principal, Stephen's role is to help maximize the account receivables process. His focus is entirely on optimizing the return of accounts receivables for SCORE's clients.

He is a master of creative discourse to assess client needs and has the depth of experience to make recommendations for the best possible solutions to improve productivity. His vision for SCORE is to offer solution-based answers utilizing models and analytics for the account receivables industry.

Stephen's reputation as an expert in the collections industry is well known and includes a deep understanding of collections during his 12-year tenure at Canadian Bonded Credit as CEO. There he grew the company through innovative marketing strategies and acquisitions to become the largest privately held Collections Agency in Canada. After this accomplishment he moved to Equifax to manage account receivables where he was exposed to the front-end adjudication process with its Decisioning Solutions. In 1996 Stephen took his expertise along with Kevin Leonard to SCORE Statistical Consulting Inc. SCORE was the first institution to introduce delinquency scoring analytics in Canada.

Stephen holds a MBA in marketing from Rutgers University and a BA in Government International Studies from the University of Notre Dame.


Pedro Maya - Vice President, Credit Operations & Fraud Management within the CEX organization at Rogers Communications

Pedro is responsible for Credit, Collections and Fraud Management across all lines of business, with the mandate to strategically transform them into a “best in class” business by delivering strong financial results, superior customer experience, and being a trustworthy partner, enabling the success and growth of the Organization.

He is a result driven leader with 24 years of Credit Risk Management, Fraud Management and Operations experience working in fast-paced financial environments across Canada, and abroad.

Pedro possesses vast knowledge in credit and collections, fraud management, and business strategy. He holds a bachelor’s degree in Economics from one of the most respected Universities in Latin America (ITAM), previous senior positions have included leadership roles at Scotiabank and American Express.

Pedro has a proven track record in leading cross-functional teams to deliver results and customer experience improvements in a high-performance environment.


Bob Richards - President, CBV Collection Services Ltd

Bob Richards serves as the President for CBV Collection Services Ltd. and Frontline Group, CBV’s BPO/1st party brand. Overseeing the company since he joined in 1993, Bob is responsible for the strategic direction of CBV and has been part of the ARM industry for the past 35 years.

A key focus of Bob’s role has been the expansion of Frontline Group, and the continued growth of our debt buying, division with CBV. Bob’s vision and leadership has helped drive the growth of the company and has resulted in 27 straight years of top line growth. CBV has become one of the largest and most prestigious companies in the debt buying and collect industry.

Bob recently, recertified his CRCP (Certified Receivables Compliance Professional) accreditation for the third time through RMA International. He is also actively in involved with TEC Canada, RMA Canada, RMA International, and Vistage


Paul Narciso - Senior Vice President Customer Risk & Fraud, President’s Choice Financial

Paul is responsible for the overall credit risk management of President’s Choice Financial. With over 20 years in the credit card industry, he has diverse experience in the customer life cycle, from acquisition to collections, including fraud, operations and marketing.

His analytical discipline and technical expertise enables organizations to successfully incorporate analytics in a broad range of business problems. With his innovative solutions he has successfully lead businesses through strategic decisions which positively impact profitability.


Naomi Muellner - Senior Vice President of Portfolio Acquisitions - for North America, PRA Group, Inc.

Naomi Muellner, Senior Vice President of Portfolio Acquisitions - for North America Naomi Muellner, works for PRA Group, Inc. PRA Group is a global leader in acquiring and collecting non-performing consumer debt across the Americas and Europe. Muellner is Senior Vice President of Portfolio Acquisitions where she oversees portfolio purchase opportunities, pricing & due diligence as wells as buyer certification & contract negotiation. Prior to joining PRA in 2010, she spent nearly 8 years with Target Corporation headquartered in Minneapolis, Minn where she held several leadership positions in retail operations, collections, recoveries & asset sales. Muellner received her bachelor's degree in Economics and Business Administration from Augsburg College in Minneapolis, Minn. Naomi is a huge advocate for arts education for all and has served as an officer on the board for the Virginia Arts Festival in Norfolk, Va since 2012.


Eugene Goupalov - Manager, Internal collections and Agency Performance, Reliance Home Comfort.

Eugene Goupalov is a Manager, Internal collections and Agency Performance at Reliance Home Comfort.

Prior to joining Reliance, Eugene held various senior management positions with several collection agencies and was responsible for managing day-to-day operations including design and implementation of collection strategies, managing collection staff, and client relationships.

Eugene believes in representing the best interests of an organization based on compliance, integrity and exemplary conduct in serving and promoting the goals of the organization without forgetting the interests of the public and the organization's intended beneficiaries.

In 2020, Eugene has negotiated and closed the debt sale of a new asset class - rental water heater portfolio.


Adam Bajrovic - Principal, Resolve Financial Recovery Inc.

Adam Bajrovic is one of the principals of Resolve Financial Recovery Inc. and has 14 years of industry experience.

Resolve was founded in 2015 with partners Alex Cooper and Michael Carballo and is a debt purchaser and a 3rd party agency for a select group of clients. The company is a small to mid-sized firm and specializes in collecting purchased debt. Resolve is a small but focused group, and since opening have acquired several different types of debt portfolios.

Born in Toronto, Adam also lived in Alberta, and attended Laurentian University before going on to design, build and operate multiple restaurants/bars in the GTA. Prior to Resolve, Adam worked and learned the business working for two other agencies. When not working, Adam enjoys travelling, coaching his sons' hockey teams and golf.

RMA Government Relations Efforts in 2021

Patrick Dion - President, Dion Consulting

Patrick Dion is a leading government relations professional, recognized for helping clients, including RMA, solve strategic issues and enhancing reputation and brand with federal and provincial decision-makers. He is a graduate of the faculty of Electrical Engineering, Western University and the Directors Education Program, Rotman School of Management, University of Toronto. He is past vice chair of the board of the Mental Health Commission of Canada and a current member of Carleton University’s board of governors.

Regulatory Environment in Alberta

Darren Thomas - Director of Fair Trading (as delegated), Service Alberta

Darren Thomas is a Director of Fair Trading (as delegated) with Service Alberta. Mr. Thomas has a Master's Degree from the University of British Columbia and has been with the Government of Alberta since 2004. He is responsible for regulations relating to cost of credit disclosure, high cost credit, collections and debt repayment, credit reporting, payday lending, time shares, and employment agencies. He acts as liaison with a number of organizations and industry groups for employment agencies, automotive sales and businesses, collections and cemeteries. He has been working extensively with collection, debt, credit and financial literacy issues since 2007 and has met with a wide range of stakeholders on the challenges and opportunities that arise in this area for agencies, consumers, and regulatory bodies.

Changes to Nova Scotia Collection and Debt Management Agencies Act, April 2021 and most common consumer complaints/issues

Kelly Wyer - Deputy Registrar of the Collection and Debt Management Agencies Act and A/Director of Business Licensing and Compliance at the government of Nova Scotia

Kelly Wyer is the Deputy Registrar of the Collection and Debt Management Agencies Act and A/Director of Business Licensing and Compliance at the government of Nova Scotia. Her team regulates 7 other business programs within their portfolio, including payday lenders, consumer reporting agencies, direct sellers and mortgage brokers and lenders.

Regulatory Environment in B.C.

Mike Collyer - Manager, Industry Relations of Consumer Protection BC

Mike Collyer is the Manager, Industry Relations of Consumer Protection BC. He is the lead on engagement with industry stakeholders and is responsible for implementing Consumer Protection BC’s Industry Engagement Plan. Mike joined Consumer Protection BC in 2015 after working as the Associate Executive Director for a community-serving dispute resolution organization, practicing as a civil mediator and arbitrator, and serving as a member of the Employment and Assistance Appeal Tribunal. Mike has a Master of Arts Degree in Conflict Analysis and Management, and a Masters Certificate in Project Management. His past board work has included the ADR Institute of BC and Dialogue and Resolution Services Society

Regulatory Environment in Ontario

Shane Gallagher - Ontario’s Registrar of Collection Agencies

Shane Gallagher is Ontario’s Registrar of Collection Agencies. Appointed under the Collection and Debt Settlement Services in 2017, he is also appointed as Registrar under the Bailiffs Act, Consumer Reporting Act, and Payday Loans Act. Prior to these appointments, he spent ten years in policy development for the Ministry of Government and Consumer Services and the Ministry of Municipal Affairs and Housing. Shane holds a Masters of Public Administration from Queen’s University.

Moving from "Probate" to "Compassionate care Services"

Adam Cohen - Co-Chairman/CEO of Phillips & Cohen Associates, Ltd

Adam S. Cohen, Esq. serves as Co-Chairman/CEO of Phillips & Cohen Associates, Ltd., a specialty agency and acquirer servicing the industry’s leading creditors and debt buyers in the US, Canada, UK, Ireland, Spain, Portugal, Germany, New Zealand and Australia. Established in 1997, Phillips & Cohen Associates offers unique and innovative programs and is widely recognized as the leader in compassionate, estate debt recovery in all its global markets as well as a pioneer in the debt settlement space in the US. Educated at The George Washington University and Villanova University School of Law, Mr. Cohen has overseen operations at Phillips & Cohen Associates since inception.

Updates from the Office of the Superintendent of Bankruptcy

Philippe Bougie - Director General of the Office of the Superintendent of Bankruptcy Canada

Office of the Superintendent of Bankruptcy Canada (OSB) helps ensure that insolvencies are conducted in a fair and orderly manner. The OSB supervises the administration of estates in bankruptcy, commercial reorganizations, consumer proposals and receiverships, under the Bankruptcy and Insolvency Act (BIA). Phil is a member of OSB’s executive management team and is primarily responsible for providing leadership for OSB’s the transformation of OSB’s business applications and the research and analysis program. He has an extensive and varied background as an executive in the Government of Canada where he has applied many innovative solutions to program delivery within Innovation, Science and Economic Development Canada.

Insolvency Trends and Impacts of the Pandemic

Doug Hoyes - Licensed Insolvency Trustee & Co-Founder, Hoyes Michalos & Associates Inc.

Doug was inspired to bring his financial experience to work by helping individual people, not corporations rebuild their financial future. Doug advocates for consumers needing debt relief to ensure they receive a fair and respectful debt management solution. He regularly comments in the media including publications and networks such as: Global News, CBC, The Globe and Mail, The Toronto Star, BNN Bloomberg, The Financial Post, and CTV News. Doug is a passionate advocate for ensuring that people find the right solutions to their debt problems and shares his knowledge and expertise as a regular contributor to the Hoyes Michalos blog and in the media. Doug is also the host of the Debt Free in 30 Podcast and author of the personal finance book Straight Talk on Your Money – The Biggest Financial Myths and Mistakes…and How to Avoid Them.

New Legal Developments in Collections

Allison Speigel - Commercial Litigator

Allison Speigel is commercial litigator who has broad industry experience. Allison deals effectively and efficiently in the resolution of all issues emanating from business disputes. Allison represents clients dealing with litigation issues in the following areas: construction, complex commercial, contract, insolvency, real estate, and professional negligence. Allison also regularly represents clients dealing with fraud-related litigation. Allison is an asset to the firm’s debt collection and enforcement team because she has the tenacity needed to battle fraudsters who are intent on hiding money. Since returning home to Toronto from her five-year stint in New York City, Allison joined the team of Speigel Nichols Fox LLP and has helped the firm develop an innovative approach to the business of law. Allison was instrumental in moving the firm to a paperless practice. She also helped to develop the firm’s alternative billing structure. With Allison’s help, the firm was one of the first in Canada to offer flat fee, value based-billing on all litigation matters.

Civil vs Common Law

Jordan W. Charness - D.C.S., B.A., L.L.L., Barrister and Solicitor, Senior Partner of Charness Charness and Charness

Jordan W. Charness, D.C.S., B.A., L.L.L., Barrister and Solicitor, Senior Partner of Charness Charness and Charness the law firm established by his late grandfather 96 years ago. The firm has been providing legal services across Canada and specializes in Creditors rights representing Canada’s largest companies.

Listed in Canadian Who’s Who, he brings a wealth of legal knowledge perfected in over 18 years of giving legal advice live on a weekly basis on Montreal’s top radio stations. He was on air legal analyst appearing live at the anchor desk of CTV television and radio. He wrote a weekly column in The Montreal Gazette, Canada’s oldest daily newspaper and is a professor of law (part time) at John Abbot College.

He has over 400 published articles and is the author of a best-selling book. He is very much in demand as a public speaker and has delivered hundreds of keynote addresses through the years. Mr. Charness can actually make a presentation on law “the Greatest Presentation on Earth”.

Mr. Charness is also on the board of governors of the Shiners’ Hospital for Children Canada where he volunteers legal expertise to help keep the hospital compliant with the myriad rules and regulations that govern such institutions.

TBD

Brian Summerfelt - President and CEO of MetCredit, MetCredit USA and Affinity Credit Solutions

Brian has achieved his success by rising from the collection floor, connecting with people, and setting goals. Through his hard work and dedication, he now owns three top-performing collection agencies.

Brian proudly sits on the RMA Government Relations Committee. He actively writes his own blog, as well, industry related articles for Forbes. Brian is a very active member in several Chamber of Commerce and Boards of Trade across Canada.

Brian enjoys giving back to the community by supporting a number of programs and charities. Some but not limited to, company participation in regular blood drives, supporting local homeless shelters through donations and volunteer time and financial support to the national program called KidsSport.

TBD

Mark Ball - Chief Executive Officer, ARO Inc

Responsible for leading the company's business activities with a specific focus on automation and data science applications. Mark is a financial services executive with over 25 years experience in diverse cross functional experience in Sales, Contact Center Channels, Operations with the last decade focused on Collections/Recoveries & Risk Management in the Canadian & US marketplace.

The Future of Collections - Embracing technology to build new debt resolution channels and to enhance the customer experience

Scott Wilson - CEO and Founder of Revardo Inc.

Scott is a corporate guy-turned-entrepreneur that is passionate about solving problems with innovation that delivers results. Scott’s philosophy is that for innovation to be successful it must be more than creativity, it has to include analysis, process and systems – all things Scott loves. Scott has worked in consumer lending for some of Canada’s most respected companies: Canadian Tire, Visa and Capital One leading business development, operations, collections, customer acquisitions, innovation and digital strategy. Scott’s past entrepreneurial ventures included involvement in payday lending, business lending, and an international bank. Scott’s most recent entrepreneurial venture is Revardo which is building compliant systems and platforms for the collection industry to increase liquidation, drive efficiencies and improve customer experience.

Best Practices Managing Post Pandemic Changes with Speech Analytics

Steve Wilton - Founder, Amplified Analytics

Steve Wilton is the founder of Amplified Analytics. He has been an entrepreneur on and off since he was 18 years old, building and selling computers in the late 80s to fellow university students.

Steve has been focusing on the contact center industry for the last 20 years, having successfully built the first hosted contact center in North America for Sprint Canada, and built this offering to the strategic lead offering for the company.

He continued to do this again while building Bell Canada's federal contact center practice including $60M worth of contracts and changing the way the Federal Government operates and procures cloud solutions forever.

Steve went on his own, in 2011, to apply his skills without the constraints of corporate rules and formed Wilton & Associates Inc. a contact center consulting firm where he led the federal government (CRA, ESDC others) and private corporations (Shopify, Intact Financial, others) through customer experience and contact centre roadmaps, and even developing, deploying and providing oversight as director of operations for the 2015 General Election.

Wilton & Associates spent 4 years as a traditional reseller of speech analytics, learning the hard way what makes customers successful until through a few twists of fate and some deep analysis, his team discovered a combination of skills and experience with a product that has resonated heavily in the marketplace. This was the birth of Amplified Analytics, a fully managed speech analytics company, which removes the complexity and cost from an very powerful enterprise analytics solution while ensuring rapid ROI and customers success.

Amplified Analytics focuses on providing auto QA for contact centres, especially collection agencies and their vendor partners to assist in meeting compliance, as well as increasing revenue and customer experience while cutting QA costs. Our customers have witnessed increases in PIF from 4% to 20% on their calls in 30 days as an example.

Mitigating Fraud Risk post pandemic

Ed Grau - Head of Financial Services Business Development, Risk Focus

Edward Grau has over 25 years of expertise in financial services and extensive experience in financial crime. Led Canadian multi-bank collaborative fraud strategy including the first multi bank operating model, data privacy legal position, data sharing framework, and regulatory submission. His work includes the strategy for Equifax Citadel and Canatics including the first Canadian interbank customer data sharing agreement. He led ORACLE’s largest global AML transformation at Citi covering 62 countries. He was the FinTech Steering committee lead for Finance Montreal launching a multi-bank KYC utility with Equifax. He is a former Visa Portfolio and Fraud manager for CIBC with Fair Isaac Falcon and Triad.

Work From Home (WFH) - Compliance and Productivity

Cheryl Coppens

Cheryl’s career has spanned the contact center world leading and running internal centers, outsourced call centers and consulting on both sides of these two worlds. Specifically, her leadership experience has been focused on customer service, tech support, collections and healthcare sectors. Notable companies she has assisted in the contact center evolution are Apple, Rogers, Sprint and Everise.

Cheryl has developed best practice programs for: Agent Incentives, Agent Retention, Recruiting by Seeding, Customer Retention, Change Management and 360 Degree Quality Monitoring. Her most recently developed best practice focus has been Optimizing Work at Home Operations with her position at Everise, as the Sr. Director, Operational Optimization.

Fortifying Your Business for a Post COVID World

Mark Jomaa - Country Manager, Coface Canada

Mark Jomaa is Country Manager for Coface Canada. Mark is a seasoned executive with extensive experience in commercial strategy, risk management and trade finance.

Prior to Coface, Mark assumed several commercial and risk management leadership roles across various sectors including banking, chemical distribution and technology in Canada and Dubai.

Marks holds an MBA from Edinburgh Business School.

Emerging Payment Solutions in the Canadian Receivables Market

Emma Stone - Director, Acceptance Sales & Solutions, Visa Canada

Emma recently joined the Acceptance Sales & Solutions team at Visa Canada, in Toronto, managing technology partners and key emerging segments.

Prior to Visa, Emma has spent more than 20 years in the payments field including Chase Paymentech, Visa Europe, and a Canadian ISO, in a variety of roles spanning Relationship Management, Risk Management and Operations teams.


Simon Howard - Vice President Canada, illion Digital Tech Solutions

Simon has worked for IllionDTS since 2016 moving from the UK office to set up and manage the new Canadian operation in 2017 where he is responsible for all aspects of the business. Simon’s expertise in the digital payments space includes the design and development of multiple collection workflow and decisioning solutions, affordability solutions and he is a SME in the use of digital channels to effectively engage and gain payments. Prior to IllionDTS Simon has over 20 years of experience as a credit, risk and collections consultant working for both blue chip global businesses such as BP and AON and leading information bureaus Experian, Equifax and D&B in both the UK and EMEA.