Nicholas Prata of Marlette Funding and “Dan Picard of Hanscom Federal Credit Union, will each be moderating roundtables at the Collection and Recovery Solutions 2020 conference at the Four Seasons Hotel, Las Vegas May 6 – 8, 2020.
Nicholas Prata of Marlette Funding will hold a roundtable discussion on “Improving Customer Experience (NPS & CSAT)”. If you’ve closed the gaps in New Hire (NH) and Recurrent Training (RT) but your NPS and CSAT scores have stalled don’t worry — there are still cards to play. Let’s talk about some of the easily missed technical and soft skill approaches to improving and purifying your CEX, including: Proper call dispositions, impactful audits, Quality and Survey channel/timeframe. We can also discuss Vendor specific approaches that encourage continuous improvement.
We have Dan Picard of Hanscom Federal Credit Union, talking about “Your Member (Customer) is Delinquent? Your Goal Should be to Lend to them Again!” round table. Let’s discuss the various lending opportunities each member provides our institutions. How much can our organizations potentially make on these transactions? Does an occasional delinquency give our institution to receive more interest income in these “relationship lending” situations or should we force these borrowers to obtain financing elsewhere? (We know that will happen in almost all cases!) Can and should we offer loan products to assist a member who has encountered some financial hardships? Is our collection staff thinking about these opportunities or are they only focus on collections?
In addition to the quality speakers in our main conference sessions, the Creditor’s Roundtables on Friday morning give the attendee an opportunity to choose three different roundtable sessions to join. This allows the attendee to discuss and explore issues of importance from a variety of collection and recovery topics with the discussions led by an industry peer with knowledge specific to the topic. This is an excellent peer networking opportunity in an informal roundtable setting.
Collection and Recovery Solutions 2020 “Challenges and Opportunities in a Changing World” continues to be a content-rich educational conference that focuses on techniques, strategies and resources for maximizing collection and recovery results.
Collection and Recovery Solutions is an invitation-only event for senior-level collection and recovery professionals, providing educational opportunities regarding the Challenges and Opportunities in a Changing World. For more information about other roundtable speakers please go to www.crs2020.com or call 562-906-1101.