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Thursday, October 25, 2012

9:00 a.m. -

CULTURE CHANGE - MANAGING CUSTOMER EXPERIENCE

Marcelo Aita, President and CEO, NCB MANAGEMENT SERVICES, INC.
Panelist: John Graser, Director of Collection Strategies and Recovery, BARCLAYCARD U.S
David Ogletree, Senior Vendor Manager, SPRINT
Panelist: John Watson, President, ARS NATIONAL SERVICES
Christopher J. Willis, Partner, BALLARD SPAHR LLC

With the ever increasing consumer complaints alleging inaccurate information by issuers and their agency partners, not only is the effectiveness of controls and policies for credit card collections of highest priority but the whole consumer/borrower experience is being reevaluated. Key initiatives are being put in place by leading card issuers for collection of their own accounts and those that are collected on their behalf and by debt buyers.

This diverse panel will look at how the customer experience is being enhanced, what new tactics and zero tolerance approach creditors are challenging agencies with and how agencies can better support their issuer clients with an overall change in the DNA of collections culture to one of high-level customer service.

 

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