Access one premium conference stream for £399 or
Transcription
Access one premium conference stream for £399 or
ok y bo r u ua yo r if Feb 0 £3 e 27 VE r SA o bef 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