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Part of the
A CreditToday event
Take away ideas and strategies from fellow collections managers on how
they are overcoming the common challenges
Your speakers include...
Jonathan Coburn
THOMSON
REUTERS
John Ramage
WESTPAC
Jan-Michael Lacey
LOWELL GROUP
Hugh Stickland
CITIZENS
ADVICE
Michelle Simpson
SOUTHERN WATER
Tess Pendle
MY HOME
FINANCE
Alistair Skeoch
BRIGHTHOUSE
Katherine Bailey
valor hospitality
europe
Why you should attend:
1.Shaping the DCA and debt
purchaser market
Discuss with your peers what the future
shape of the market will be and which
major players will be left
2.Treating Customers
Fairly compliance
Understand the true cost, effort and
involvement in effective conduct risk
3.TCF as a brand
Gauge how organisations have been
using TCF compliance to maintain and
further their brand
4.Interest rate rise
Understand from Hugh Stickland, chief
economist at Citizens Advice what
an interest rate rise will mean for
repayments and collections
5.Hear from in-house heads of
collections
Heads of collections from Thomson
Reuters, Scottish Power, Southern
Water, QMH Hotels and Brighthouse
will outline their opinions on successful
collections practices
6.Technology within collections
Part of the UK’s largest
credit industry show
Technology is a divisive subject with
many call centre operators and
customer service managers favouring
their own approach – find the common
consensus within the industry
7.Educating customers and
collectors
Whilst there is an understandable
drive to educate customers, the need
to educate collections teams is also
apparent
Excellent event, well
organised, speakers who help
spark the imagination. All round
good event. I had a couple of new
people within my team join me
and they got a lot of knowledge
out of it!”
Matthew Roberts, nPower
Attend one for £399, two for £499
or access them all for just £599!
26.03.15
QEII CONFERENCE CENTRE / London
Access one premium conference stream for £399 or attend them all for just £599.
SAVE £30 before the 27th February! Book online now at creditsummit.co.uk
Take away ideas and strategies
from fellow collections managers
on how they are overcoming the
common challenges
A CreditToday event
programme
PLENARY SESSIONS
CONFERENCE SESSIONS
8.00 Registration
10.30 Transfer time
9.00
Welcome address
Fred Crawley
managing editor
CREDIT TODAY
9.10
FCA supervision
10:40 Sustainability of the DCA Market
➜H
ow rising costs are affecting the DCA industry
➜L
ikely future panel size
➜G
auging the pressure on commissions
➜U
nderstanding the true cost of commission
• Who pays it?
➜ Is the personal service still present?
➜A
ssessing whether new dominant DCAs will prioritise
key clients
➜A
ssessing the gap between client expectations and
DCA realities
➜ How the frequency of regulatory visits is affecting DCAs
➜ Remote monitoring impact
➜ Payment of DCAs:
• Should agencies be paid on a scorecard?
• Ensuring DCAs always treat customers fairly
• Impact of DCA consolidation on vulnerable
consumers
• Value proposition: Are outsourced agents more
effective than in-house teams?
• Likelihood that creditors will be more inclined to sell
debt
• How DCAs should be rewarded for brand protection
• Who pays for compliance costs?
REGULATORY UPDATE
of the consumer credit industry
➜ Drawing on the challenges and successes
of the transfer of consumer credit regulation
➜ Promoting competition and ensuring conduct regulation:
• Working to create a dynamic marketplace
➜ Regulating a sustainable consumer credit industry:
• Protecting consumers
• Supporting business
➜ Key areas of recent and future regulatory work:
• Treating Customers Fairly
• Regulating the alternative lending sector
• Authorisation process for car finance
• Review on Credit Cards
• Mortgage Market Review
• Transition of recoveries and enforcement regulation
from the SRA
➜ Future plans and timescale:
Updating on how the FCA’s plans are progressing
Chris Woolard
director of policy, risk and research
FINANCIAL CONDUCT AUTHORITY
Panellists:
Jonathan Coburn
UKI collections
THOMSON REUTERS
9.35
Economic outlook –
forecasts and features for 2015
➜ Gain an accurate view of the year ahead
➜ Gauge the impact of economic changes upon
your business
➜ What a potential rate rise will mean for:
• Collections
• Consumer credit
• Commercial finance
➜ The continuing evolution of the alternative
lending sector
➜ Assessing the stability of Britain’s ongoing
economic recovery:
• Identifying the considerable uncertainties
attached to such forecasts
➜ Benefit from the latest forecasting techniques
Anthony Hilton
financial columnist
EVENING STANDARD
10.10 Refreshment, networking and exhibition break
Jan-Michael Lacey
director
LOWELL GROUP
Tasneem Bhamji
head of conduct risk collections & recoveries
LOWELL GROUP
Brian Lewis
credit manager
HANSON UK
11.20
Household income, expenditure and debt
over the next year
➜ Implications for debt & credit
➜ Future interest rates
➜ How households are changing to manage their finances
➜ Hierachy and prioritisation in household budgets
➜ How might we expect expenditure patterns to change?
• Consideration of income and wages
➜ What’s going to happen in the high-cost credit market?
• What high street banks and other creditors could do
➜T
he future of banking and financial services for low
income earners
Hugh Stickland
chief economist
CITIZENS ADVICE
Access one premium conference stream for £399 or attend them all for just £599.
SAVE £30 before the 27th February! Book online now at creditsummit.co.uk
Take away ideas and strategies
from fellow collections managers
on how they are overcoming the
common challenges
A CreditToday event
programme
12.00 Lunch
15.35 Refreshment, networking and exhibition break
13.30 Transfer time
15.55 Transfer time
13.35
Ensuring brand protection
and increasing brand enhancement
➜ Liaising with DCAs to ensure goodwill with the
customer is retained:
• Monitoring performance
• Auditing agencies
➜ Successful early collection without perceived to be
harassing
➜ Upskilling internal staff to ensure you are generating
goodwill with the customer:
• Team motivation
• Training & development
Panellists:
Katherine Bailey
credit manager
VALOR HOSPITALITY
EUROPE
14.15
Michelle Simpson
head of customer billing
services
SOUTHERN WATER
Improving your customer collections
➜ Balancing collections performance and customer
experience
• Effectively utilising:
• Data
• Current technology
• Service impact collections performance
• Positively impact customer experience
• Ensuring compliance with current regulations
Representative TBC
Representative TBC
VOICESAGE
14.55 Innovative solutions to avoid debt traps
CASE STUDY
➜ Increasing options available to customers to avoid
them getting into arrears:
• Options to return or exchange goods and services
• Options to temporarily return goods to pause
payments
• Options to extend terms
➜ Putting in place steps to increase customer goodwill
and retention
➜ Reducing customer stress should circumstances
change:
• Providing goods and services to customers worried
about circumstances changing
➜ Implications on brand protection and enhancement
16.00
Financial education:
customers and collectors
➜U
nderstanding the current lack of customer
knowledge in:
• Rights – what the customer can and can’t do
• Available options
• How to manage finances
➜H
elping customers understand:
• What to do when you’re overdue
• Enhanced password security
• ATM vigilance
➜ International barriers to collection:
• Cultural and language concerns
• Overcoming country and industry norms
➜E
ducating collectors: Increasing availability of
information and consistency:
• Difference between educated and experience
• Data protection
• Awareness of risk
➜T
he effectiveness with which lenders are current
notifying consumers with their options and rights
• Helping consumers realise there are more options
than payday loans
Panellists:
Tess Pendle
CEO
MY HOME FINANCE
16.40
Legalities – data protection
➜L
itigation – legalities of when compliance is breached
➜E
uropean Late Payment Directive
➜D
ata protection guidelines
17.20 Closing remarks from the chair and close of conference
Alasdair Skeoch
head of credit operations
BRIGHTHOUSE
Access one premium conference stream for £399 or attend them all for just £599.
SAVE £30 before the 27th February! Book online now at creditsummit.co.uk
26.03.15
QEII CONFERENCE CENTRE / London
sponsors, exhibitors and event supporters
Access one premium conference stream for £399 or attend them all for just £599.
SAVE £30 before the 27th February! Book online now at creditsummit.co.uk