2018 Receivables Management Conference

November 14th and 15th 2018 Toronto, Ontario

Title Sponsor
International Credit Experts Inc.
Platinum Sponsors
International Field Services
KINGSTON Data and Credit
Solutions by Text
20/20 Information
CBV Collection Services LTD.
EOS Canada
Gold Sponsors

Attendee Pricing

Early Birds -
Full registrations -
Early Birds -
(NON - Member)
Full registrations -
(NON - Member)
Dinner Only$149.99
Early Bird Pricing ends October 17th 2018
Opening Comments from the President of RMA

Dale Leslie - President, Receivables Management Association of Canada Inc.

Dale has over 30 years in the financial services industry, primarily in the retail credit segment, including experience in credit underwriting (unsecured, secured and mortgages), credit administration, product development, training, policy and audit. Specific to receivables management he has experience in collection policy, compliance, security enforcement and recovery, third party management and debt sales.

Currently as the Manager, Credit Services with Canadian Tire Bank, Dale has oversight for collector performance, communications, implementation of behavioural economics strategy, operational effectiveness and supervisor development.

In addition to his participation on the RMA Canada board, he also sits on the Family Services Committee for Habitat for Humanity Niagara.

Consumer First: What it Means and Why it Matters

Lisa M. Nelson – President, Equifax Canada

Lisa Nelson has been President of Equifax Canada since January, 2015, where she leads a team of over 500 employees primarily based in Toronto and Montreal. Prior to this appointment, she was Senior Vice President of Enterprise Alliances for Equifax U.S. Information Solutions (USIS) where she was responsible for over $350M in revenue generated through the indirect sales channel with additional responsibility for the insurance vertical market.

Prior to joining Equifax, Lisa was Vice President of Global Scoring Solutions for FICO, overseeing the sale and delivery of Fair Isaac scoring services to clients worldwide. During her seven years with FICO, she held a variety of executive leadership positions and was responsible for market strategy, product management, direct and channel partner sales, regulatory compliance and business operations. In addition to her work at FICO, she has held executive positions with FIS and Deluxe Corporation.

Lisa volunteered as an Account Executive for the United Way’s 2017 fundraising Campaign Cabinet. In this role, she visited Canadian financial institutions to provide an update on United Way’s work in the community and discuss the partnership between these firms and the United Way in Toronto.

Lisa earned her undergraduate degree at the University of Minnesota and a Master’s degree in New Venture Management at the University of St. Thomas. She enjoys golf and fishing with her husband and three children.

Who's Who?: The Organized Crime Targeting You

Brian Augustyniak – Private Investigator and Director of 20/20 Information Inc., Enhanced Asset Recovery Inc. and Fraud Prevention Inc.

Brian Augustyniak has been a licensed private investigator for over 27 years and founded 20/20 Information Inc. in October 1998.

20 years of civilian experience in recognizing, detecting and preventing financial fraud and locating and recovery of assets.

Civilian expertise in organized crime as it relates to credit fraud and financial fraud against finance companies, leasing companies, banks, credit unions and any other lending institutions.

Who’s Who?: The Organized Crime Targeting You

  • Founder of Fraud Prevention Inc., Export Prevention Inc. and Enhanced Asset Recovery Inc. and The Fraud Intelligence Database & Search Engine™ and the Enhanced Recovery Search Engine™.
  • A photographic and video expose of the organized crime and fraud purveyors committing organized fraud against financial institutions in Canada.
  • Tools, resources and strategies to detect and prevent fraud will be detailed as well as resources for improving collections potential on accounts associated to fraud.
  • Also case studies detailing how organized fraud perpetrates credit fraud and how assets lost to fraud can be both prevented in the first place and how recovery of such assets can be increased.
Well-Being & Mental Health

Jennifer Botterill - Three-Time Olympic Gold Medalist

Jennifer Botterill is one of Canada’s most successful athletes, achieving Olympic glory on numerous occasions. She is a three-time Olympic gold medalist and an Olympic silver medalist with the Canadian Women’s Hockey Team, and responsible for the assist that won gold at the 2010 Olympic Games. In 2014, she acted as a sports commentator for the CBC at the Sochi Winter Olympic Games. Embracing the chance to connect with audiences, Jennifer shares many of the valuable lessons she learned on the way to becoming a champion.

She has won five World Championships with Team Canada, and was twice named the most valuable player of the World Championship tournament. She is also a honours graduate of Harvard University, where she played hockey and became the only two-time winner of the Patty Kazmaier Award, given to the top player in the women’s college league.

Jennifer has also worked as a studio analyst for TSN, a hockey specialist with CBC’s Hockey Night in Canada, and as a guest on TSN’s Off the Record. She is also a co-host of Hometown Hockeywith Ron MacLean.

Currently, Jennifer is an Athlete Ambassador with the International Olympic Committee and the International Ice Hockey Federation. She is an active ambassador for Right to Play and Eat Smart Ontario, and also works with the Special Olympics, Kidsport, Children’s Wish Foundation, Canadian Breast Cancer Foundation, CanFund, Ladies First Hockey Foundation, and Canadian Cancer Society.

Jennifer Botterill addresses the importance of awareness in the field of emotional wellness and mental health. She shares some personal stories regarding her experience with mental health issues and the value of support networks.

This is an educational session that includes aspects of recovery, time management, balance, and how to manage the broad spectrum of the human emotional experience.

Improve Collections with Text Communications for Account Receivables

Mike Cantrell - President/CTO, Solutions by Text

Mike Cantrell serves as President/CTO for Solutions by Text (SBT). Mike currently oversees all domestic and international communication product offerings including: consulting, text message services, automated call center development, text pay implementation and numerous strategic business partnerships. For over eight years, Mike has consulted the banking/consumer finance, utilities, auto finance, insurance and governmental industries.

Prior to joining SBT in 2008, Mike served for eighteen years as National Director of Customer Acquisition for Bally Total Fitness Corporation, with responsibilities including strategic partnerships and member conversion.

Mr. Cantrell holds a Bachelor of Business Administration from Baylor University. Mike has been married for 20+ years and has 4 kids including triplets!

Build a highly engaged workforce

Cate Collins – President, Powerful Journey Consulting

Cate Collins, president of Powerful Journey Consulting and international leadership expert, provides leaders the formula to loosen their underwear to avoid burn out and optimize their teams. Her clients include the US Army, international funeral associations, banking among hundreds of other organizations.

Cate looks forwards to taking you on a very powerful journey!

Are you walking your talk with employee engagement or do you parachute ideas in when things go wrong?

One size fits all doesn’t work with your younger employees versus your seasoned employees. Learn the 4 C’s of highly effective employee engagement; Credibility, Communicate, Collaborate and Consistency.

Charting the Future of RMA Government Relations Efforts in 2018

Patrick Dion - President, Dion & Associates, 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 was appointed in 2017 to the board of the Mental Health Commission of Canada and currently serves as vice-chair.

How can RMA begin to take its proper place as a national voice and trusted advisor to federal and provincial government stakeholders.

The State of Affairs in the ARM Industry

Mike Ginsberg - President and CEO, Kaulkin Ginsberg

Mike Ginsberg is president and CEO of Kaulkin Ginsberg, providing M&A and strategic advisory expertise to the accounts receivable management industry for 25 years, and KG Prime, offering market intelligence to ARM professionals on client industries, economic- and industry-specific trends. He is also co-founder of Topline Valuation Group, providing ARM owners and executives with much-needed technical, financial, benchmarking, and operational services designed to improve decisions at the corporate and operational levels. In addition, he also co-founded insideARM, the leading information portal for the accounts receivable management industry.

The ARM industry is constantly evolving and current forces are shaping the way that business will be done for years to come. From the impact of the regulatory climate within the Trump administration, to the effect of improving economic conditions for consumers, to current developments within critical credit grantor market segments, this presentation will address the near- and long-term effects of these forces on the industry and its key market segments.

Regulatory changes, policy issues that may be of interest to members of RMA Canada

Steven Harroun - Chief Compliance and Enforcement Officer, Canadian Radio-television and Telecommunications Commission

Steven was appointed Chief Compliance and Enforcement Officer at the CRTC in November 2016. He is responsible for the enforcement of the Unsolicited Telecommunication Rules, Canada’s Anti-Spam Legislation, and the Voter Contact Registry.

Steven joined Canada’s converged communications regulator in 2002 and has developed his expertise in the both broadcasting and telecommunications environments through various positions of increasing responsibility. Most recently, from 2012-2016, as Director General, Consumer Affairs and Strategic Policy, Steven led the development and implementation of key communication policies through his leadership of the Social and Consumer Policy, Network Technology and Strategic Policy and International Affairs teams at the CRTC.

How to successfully execute a digital roadmap within a collection's environment

Simon Howard - Director of Business Development Canada, TALKINGTECH Canada

Simon Howard is responsible for the strategic and operational client and partner relationship activities at TALKINGTECH in Canada and UK. He has been living in Toronto since June 2018 with his family, however was born in London, England. Simon’s background has seen him work for over 20 years in both the credit risk, collections market and within the last 10 years specialized in both collections technology and digital solutions. Simon provides strategic consulting to businesses, helping them to execute their digital roadmap by implementing cutting edge digital payment, communication and affordability technology as part of their transformation process. Simon joined TALKINGTECH in 2016 from the credit information bureau Experian. Prior to working at Experian, Simon was a consultant at debt recovery agency Moreton Smith for 3 years a leading International provider of 1st and 3rd party solutions. Simon also gained industry experience earlier in his career at the credit bureaus Equifax and Dun and Bradstreet and as a Credit and collections manager at AON, BP, KMPG and Santander Bank. In his free time, Simon is passionate about Ice hockey. After a 35-year career spanning 1,500 games he previously played for Great Britain winning gold and bronze medals at the world junior championships, coached the England U14 and U15 youth teams and has coached the Milton Keynes youth program which included he’s two sons for 5 years.

Simon will provide a brief overview of how a leading global bank digitally transformed their national call centre operation and automated over 70% of their engagement and payments within 36 months.

Simon will also demonstrate the use of an agile deployment method which enabled them to fail fast and continually champion challenge their process to become leaner and smarter and to overcome their challenges of increasing operational costs, the fear of 'Digital Darwinism' and losing their share of wallet to a new breed of digital banks in a digital age.

Mark Sussex - UK General Manager, TALKINGTECH

Mark Sussex is TALKINGTECH’s UK General Manager and responsible for the company’s operations in Europe and South Africa. Previously in senior sales roles in IT & Telecommunications, Mark has been instrumental in implementing successful credit & collections strategies on behalf of leading organisations such as HSBC, EDF Energy, O2, Virgin Media & Vodafone during his 14 years with TALKINGTECH.

How Artificial Intelligence is changing the way we work

Benjamin Jacob - Vice President and General Manager, IPsoft Canada

Benjamin Jacob is Vice President and General Manager of IPsoft Canada. With over 20 years of experience in the technology industry, Mr. Jacob joined IPsoft Canada in September, 2015. With a passion for technology, Mr. Jacob has a vision to introduce artificial intelligence into Canadian enterprises to improve customer service while reducing spend. Mr. Jacob is a graduate in Electrical Engineering from the University of Alberta and is a licensed professional engineer in the province of Ontario.

As Artificial Intelligence continues to become a ubiquitous force in global society, businesses, organizations, and nations will have to consider how, where, and when to make strategic investments in the technology. In this presentation, you’ll hear why common myths surrounding AI have been debunked, some examples of what’s happening in the industry today and what companies must do to properly prepare the labour force for AI.

Data Driven Litigation

Gary Low - Chairman and Corporate Counsel, Consolidated Recovery Group Inc.

Gary is member of the Law Society of Alberta and has practiced foreclosure and collections law for 38 years. Gary is the chairman and corporate counsel of Consolidated Recovery Group, providing civil enforcement in Western Canada and litigation services across Canada. Gary has served as the President of the Alberta Registry Agents Association, and is active in consulting with several provincial governments on civil enforcement legislation and practice.

Use analytics to drive the fear and uncertainty out of debt litigation. This presentation will provide creditors and debt owners with a foundation for the development of a solid quantitative foundation for managing debt litigation. How should litigation success be quantified? What elements of litigation should be measured? Can debtor analytics be used to predict litigation success or failure? What debtor attributes predict success or failure and how can these be quantified? How to use a feedback loop to improve prediction over time. Finally, we examine the benefits of a working model on performance, RFP management and a model for predicting and ensuring profitable contingency recoveries.

Maximizing Agency Performance in Debt Recovery

Peter Manianis - Vendor Manager, Credit & Collections, TELUS

Vendor Manager at TELUS, for all Bad Debt AR in Wireless Consumer, Business and Corporate Collections, including Consumer Wireline FFH (Future Friendly Home) and flanker brands KOODO Mobile and PC.

Peter has 20-years 3rd party collections experience. Recognized as Producing Best in Class Performance for a TELUS, subject matter expert for implementation and support of Collection procurement and requisition. Accountable for administering, managing, developing and successfully negotiating the full range of commercial contracts in 1st & 3rd Party Credit & Collections.

Competition Law Compliance

Terence Stechysin BA (Hons.), LL.B, CCEP-I A/Director of Compliance, Competition Bureau

Terence Stechysin is the Acting Director of Compliance at the Competition Bureau, where he leads the Bureau’s Compliance Unit.

Terry joined the Bureau in 2002, and has held a variety of positions as an investigator, lead officer and Major Case Director in the areas of merger enforcement and policy development, having led major enforcement files, including the Loblaws/Shoppers Drug Mart, Tervita, Suncor/Petro-Canada matters and the Agricore litigation and related merger reviews, and led or contributed to the development of a number of the Bureau’s enforcement policies and guidelines. More recently, he led the effort to revise the Bureau’s Corporate Compliance Programs Bulletin, to establish the Compliance Unit, and to promote corporate compliance in both the private and public sectors.

Terry holds an honours Bachelor of Arts degree in Political Science from Concordia University and a Bachelor’s degree in Common Law from the University of Ottawa, is called to the Bar in Ontario, and is certified by the Society for Corporate Compliance and Ethics as a Certified Compliance and Ethics Professional-International (CCEP-I).

A Better Deal for Consumers and Businesses: Changes in the Alberta Regulatory Environment

Deborah Wagar - Statute Administrator - Director of Fair Trading (as delegated), Service Alberta

Deborah Wagar is a Director of Fair Trading (as delegated) with Service Alberta. Mrs. Wagar has been with the Government of Alberta since 2007. Her career began as an Investigator with the Consumer Investigations Unit and has transitioned from there to Consumer Project Coordinator to Statute Administrator.

She is responsible for regulations relating to retail home sales, ticket sales, and gift cards. In addition to her work as a Director of Fair Trading (as delegated), Mrs. Wagar is the Director of Cemeteries for the Province of Alberta and the Director of Funeral Services (as delegated). She acts as liaison with a number of organizations and industry groups for each of her portfolios.

Recent amendments to the Consumer Protection Act in Alberta have or will soon lead to substantive changes in Alberta related to high-cost credit, vehicle sales requirements, mandatory arbitration, unilateral contract amendments, and a range of other areas that will impact creditors operating in Alberta.

Updates from the Office of the Superintendent of Bankruptcy

Harvey Wong - Director General, Outreach Services, Office of the Superintendent of Bankruptcy Canada (OSB)

The 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). Harvey is a member of OSB’s executive management team and is primarily responsible for providing leadership for OSB’s communications and outreach activities, transformation of OSB’s business applications and research and analysis program. He has an extensive and varied background as a Government of Canada executive in policy development and program delivery, having held positions in Innovation, Science and Economic Development Canada and the Privy Council Office.

Harvey will provide an overview of the OSB’s latest initiatives and operational activities under the Bankruptcy and Insolvency Act.