CAC 101ST ANNUAL CONFERENCE • OCTOBER 8-9, 2018

MONTEREY TIDES HOTEL | MONTEREY, CA

PROGRAM

Dear CAC Attendees,

Welcome to the CAC Annual Conference! We are excited to be back in Monterey and on the beach. I am anticipating you will not even see the beach during the day due to the jam-packed agenda of great speakers, panelists, and education we have instore for you. The CAC Board of Governors, along with Kim Andosca, Executive Director, and team have spent the last 6+ months working hard to bring you valuable information to improve your practices, stay compliant, and increase revenue in your business.

Along with all the education you will get, we have several opportunities to socialize, network and visit the EXPO hall. This conference is made possible, in part, because of the great CAC vendor members that are here. Please be sure to meet them and thank them for their support.

Lastly, give yourself a pat on the back for taking the time to come to this year’s conference. I know it is always tough to leave the office, but I promise this will be two days well spent. Because of your continued (or recent) involvement in the association, we are celebrating 101 years as an association. Please enjoy the conference and thank you for your continued support of CAC.

Kelly Parsons-O’Brien, CAC President

TABLE OF CONTENTS

Welcome 2

2018 CAC Board of Governors and Staff 3

Program of Events 4

Thank You to Our Sponsors 6

Exhibitor Listing 6

Map of the Monterey Tides Hotel 7

General Information & Special Acknowledgements 8

WELCOME

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CALIFORNIA ASSOCIATION OF COLLECTORS2018 BOARD OF GOVERNORS

Kelly Parsons O’Brien President Pacific Credit Services kelly@cbacredit.com

Courtney Reynaud President-Elect/CFO Creditors Bureau USA Courtney@creditorsbureau.com

Shawn Suhr Vice President/Secretary Continental Credit Control Shawn@contcred.com

Sandy Lubin Immediate Past President Coastal Recovery Solutions slubin@cbslo.com

Rodney Meeks Member at Large Credit Consulting Services, Inc. Rodney@e-ccsinc.com

Francesca Strucksberg Region 1 President American Revenue Management Francesca@myarmteam.com

Maryrose Diaz Region 3 President Grant Mercantile Agency maryrose-gma@sti.net

Tonya Richardson Region 4 President California Business Bureau trichardson@cbbinc.com

Leonard Gilbert Region 5 President Westside Recovery Services, LLC LGilbert@westsiderecovery.com

Mike Cheek Member Representative California Business Bureau mcheek@cbbinc.com

STAFF AND CONSULTANTSKimberly Andosca, Executive Director California Association of Collectors One Capitol Mall, Suite 800 Sacramento, CA 95814 Office Phone: 916-929-2125 Cell Phone: 209-499-9045 kandosca@amgroup.usEvan Wise, Membership Specialist ewise@amgroup.usNito Goolan, Accounting Manager Ngoolan@amgroup.us

Becky McGuire, Meeting Manager bmcguire@amgroup.usMatthew Peralta, CACESF Manager mperalta@amgroup.usKate Hicks, Communications Manager khicks@amgroup.usTom Griffin – General Counsel tgriffin@hsmlaw.com Main Office: 916-925-6620Cliff Berg – Legislative Advocate cberg@govadv.com Main Office: 916-448-8240

Board CandidatesChris Schumacher, Optio Solutions; James Hughes, USCB; Dennis Christie, Performant

CALIFORNIA ASSOCIATION OF COLLECTORS | 101st ANNUAL CONFERENCE PROGRAM 3

Program is subject to change without notice.

PROGRAM OF EVENTSMONDAY, OCTOBER 8, 20187:30am - 5:00pm

RegistrationMEETING ROOM: POINTS ROOM FOYER

8:00am - 1:00pm

ACA Training – Managing the Collection FloorMEETING ROOM: LA GRANDEPresented by: Kelly Stephens, ACA Certified TrainerLearn how to use key performance indicators, inventory and dialer management to help you reach your goals. This interactive forum gives attendees the chance to hear what other agencies are doing to improve collection floor operations. 2.5 PDU's available

12:30pm - 1:30pm

Welcome Luncheon (Plated) and CAC Legislative Year in Review MEETING ROOM: POINTS ROOMPresented by: Cliff Berg, CAC Legislative AdvocateJoin CAC’s incredible Lobbyist, Cliff Berg, as he and the CAC Legislative Team assess the efforts and accomplishments of 2018. We’ll also look to the future and discuss legislative opportunities.

1:45pm - 3:15pm

Credit Repair – Broken Beyond RepairMEETING ROOM: POINTS ROOMPresented by: Anita Manghisi, Independent Recovery Resources, Inc., Steve Hooley, Business & Professional Services, Inc., Mark Neeb, ACA International, Tom Griffin, Hefner, Stark & Marois, LLP, Cliff Berg, Governmental Advocates, Courtney Reynaud, Creditors Bureau USA, Rodney Meeks, Credit Consulting Services, Inc.Join this panel discussion as they explore credit repair and what legislative actions have been taken by other states. The discussion will also include: • Legislative trends • Best practices in handling credit repair disputes • Strategic legislative intervention at the state level (Indiana and New York) • Finding bill authors through member outreach • FRCA

3:15pm - 3:45pm

Networking BreakMEETING ROOM: POINTS ROOM

3:45pm - 5:00pm

CAC Legal Panel*MEETING ROOM: POINTS ROOMModerator: Tom Griffin, CAC General CounselPanelists include: June Coleman, Carlson & Messer LLP, Stephen Turner, Partner, Lewis Brisbois Bisgaard & Smith LLP, Lloyd Dix, Dix & Associates, Amanda Griffith, Berman, Berman, Berman, Scheinder & Lowary, LLP

This is YOUR opportunity to hear from the legal experts in our industry. The cases, the issues, the lessons learned will be discussed. Provide questions or issues to the CAC office ahead of time, and the expert panel will respond during this must-hear session.

5:00pm - 6:00pm

Welcome ReceptionMEETING ROOM: POINTS ROOM

6:00pm - 10:00pm

PAC Fundraiser DinnerMEETING ROOM: OCEAN DECKIncluded in the Conference Registration and Spouse Package. The evening will include dinner and an opportunity to raise S'more Money for the PAC on the beach during our bonfire.

TUESDAY, OCTOBER 9, 20187:30am - 3:30pm

RegistrationMEETING ROOM: POINTS ROOM FOYER

8:00am - 9:00am Breakfast with Exhibitors & Sponsor Spotlight – Please Sit with Your RegionMEETING ROOM: POINTS ROOM

CONCURRENT SESSIONS9:15am - 10:30am

Automated Collections Through Agentless Consumer PortalMEETING ROOM: LA GRANDEModerator: Courtney ReynaudPanelists include: Eugene O’Rourke, Payment Vision, PDC Flow, Chad Probst, BillingTree, Michelle Jeffers, Applied Innovations, Matthew Hill, The InterProse Corporation During this panel discussion, attendees will have an opportunity to learn from some of the industry’s best!  The panelists will share their expertise on how and why optimizing your agentless portals will improve the customer experience, increase compliance and maximize payment conversion.The panel will discuss a wide variety of topics, including, but not limited to: · What is an agentless portal and what consumers are using them? · InsideArm and BillingTree survey related to industry trends in agentless portals · Mobile Pay trends · How agentless and self-curing portals improve compliance · Collecting using an Avatar to provide a unique customer experience· New trends and exploration into alternative payment options like Bitcoin, Apple Pay, Venmo, Zelle, Kiosk, PayNearMe, etc.

HR Hot Topics – Can you Stand the Heat? Owners OnlyMEETING ROOM: CAPTAINS TABLE

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*CONTINUING EDUCATION CREDIT: Hefner, Stark, & Marois, LLP, is a State Bar of California approved MCLE Provider and certifies that the Legal Panel on 10/8/18 has been approved by the State Bar of California for 1.25 hours of MCLE credit, and that each session set for 2:45 pm to 4:00 pm on 10/9/18 has been approved by the State Bar of California for 1.0 hour of MCLE credit. This credit is available only to registered participants attending in person.

Sponsored by:

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Program is subject to change without notice.

Presented by: Melissa Irwin, TPO – The HR Experts, Robert Russel, TPO – The HR ExpertsThis program will help identify ways employers can keep their HR practices up to date with the changing times, covering areas such as Harassment, Marijuana, Gender Identity/Expression, and Mandatory Pay Thresholds.

10:30am - 10:45am

Refreshment BreakMEETING ROOM: POINTS ROOM

CONCURRENT SESSIONS10:45am - 11:45am

PCI and Security Compliance - It Doesn’t Have to Be ScaryMEETING ROOM: CAPTAINS TABLEPresented by: Neil Gonsalves, AARC-360A PCI assessment or ensuring your security is up to par can be daunting. We want to share our years of experience and show you how it doesn’t need to be horrifying. We’ll discuss how you can get started and some of the industry best practices to get you on the right path.

Collections from Different Generations… A How to Guide MEETING ROOM: LA GRANDEPanelists include: Kelly Parsons O’Brien, Pacific Credit Services, Courtney Reynaud, Creditors Bureau USA, Hunter Quinn, Continental Credit ControlIn this 3rd series, attendees will learn the following: • Training collectors to collect from all generations • Using the right words to make the consumer feel great about talking with a debt collector • Staying compliant with new communication options • Personality testing to design your collection scripts for the type of collector you are training • Employee motivation - contest ideas, what makes a company the best place to work, stay interview and employee survey idea

11:45am - 1:30pm Lunch and Annual Membership MeetingMEETING ROOM: POINTS ROOMJoin your fellow agency members for important “State-of-the-Association” reports and prepare to participate as voting members of CAC.

CONCURRENT SESSIONS1:30pm - 2:30pm

Industry Branding and Customer Targeting Using Social MediaMEETING ROOM: CAPTAINS TABLEPresented by: Gary Buck, ReachLocalThis session will be a basic review of online marketing as it is today along with specifies around rebranding the collections industry as well as targeting specific new clients for each vertical.

The Do's and Don'ts of Collecting Interest (And Other Add Ons)MEETING ROOM: LA GRANDEPresented by: Mark Ellis, Ellis Law Group, LLPEverything old sooner or later becomes new again. Years ago, add on collection fees and costs were the hot issue in FDCPA litigation. Well those issues are now back--especially problems with add on interest. This session will provide a whirlwind over

view of the problems with add on interest and other charges, recent lawsuits challenging add on interest and charges, an overview of the law that pertains to these issues, and best practices to avoid problems with interest and other add on fees, cost and charges.

2:30pm - 2:45pm Refreshment BreakMEETING ROOM: POINTS ROOM FOYER

CONCURRENT SESSIONS2:45pm - 4:00pm

Current and New Communications in Collections from A-Z, The Rules, the Law and Compliance Issues* MEETING ROOM: POINTS ROOMPresented by: Dave Kaminski, Carlson & Messer LLP, Shawn Suhr, Continental Credit Control Learn about all current and new communications in collections with consumers, from letters through Zortman and more. This session will focus on letters, voicemail messages, ringless voicemail, emails, text messages, recurring payment communications, chat and more. Learn the ins and outs of all communication methods with consumers, old and new, the current state of the law, and compliance tips to maximize contacts and engagement by consumers, while mitigating risks of liability.

Beware of Your Neighbors: How to Avoid State Law Collection Traps* MEETING ROOM: LA GRANDEPresented by: June Coleman and Kelly Knepper-Stephens, Carlson & Messer LLPThis session will discuss the most commonly violated state collection laws and regulations. The session will explain what actions your agency can take now to comply with these laws and avoid lawsuits and/or state regulatory actions.

4:15pm - 5:00pm Open Forum – Get Your Questions AnsweredMEETING ROOM: LA GRANDEPresented by: Various Speakers Did you attend a session and find yourself wishing you asked a specific question? Do you have a question for a session that you did not attend? Do you have burning questions for one of our speakers? Or, do you simply want to learn more? If so, please join this Open Forum….you’ll be glad you did!

6:00pm - 6:45pm Reception and Foundation Essay ContestMEETING ROOM: POINTS ROOM

7:00pm - 9:30pm Annual Installation DinnerMEETING ROOM: OCEAN DECKLet’s celebrate! Our special guests will include the finalists from the 2018 CAC Educational Scholarship Foundation’s essay contest and their parents. This annual event will continue our tradition of supporting students who have grasped and written about the importance of maintaining good credit. We will also acknowledge our new officers.

Sponsored by:

Sponsored by:

Sponsored by:

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Our sponsors assist us in making this convention possible, allow us to provide valuable enhancements and help us to keep your registration fees at a minimum.Diamond Sponsor - Renkim CorporationGold Sponsors - Thrio, Inc. & VoAppsSilver Sponsor - InterProseBronze Sponsor - TCN, Inc.

EXHIBITOR LISTINGAARC-360 Erika Ambrose Atlanta, CA 866-576-4414 Erika.Ambrose@aarc-360.com CPA Providing Assurance, Advisory & Compliance Services

Alpha IT Services Joshua Duhon Houston, TX 281-622-4223 joshua.duhon@ alphaitservices.com Modern, Secure, Adaptive Cloud Collection Software

Applied Innovation Inc Michelle Jeffers Wenatchee, WA 800-589-5651 mjeffers@appliedinnovationinc.com Online Data Access & Payment Solutions

BillingTree Payment Solutions Eric Ross Phoenix, AZ 602-443-5967 eross@mybillingtree.com On-Demand Payment Processing Solutions

CompuMail, Inc Scott Zimmerman Concord, CA 925-771-3303 scottz@compumailinc.com Multi-Channel Communications Partner

Comtech Systems, Inc Bernie Hydock Port Angeles, WA 250-391-0466 sales@collect.org Makers of Collect! Credit & Collections Software

DAKCS Software Systems Ashlee Hyden Ogden, UT 800-873-2527 sales@dakcs.com Debt Collection Software that Drives Results

ezPay365 Kevin Gaffer Dublin, OH 614-738-4900 kevin@ezpay365.com Payment Solutions for the ARM Industry

Innovis Data Solutions Michelle Gardner Columbus, OH 888-412-8119 michelle.gardner@innovis.com Phones, Phone Grading, Addresses and Scoring

InterProse Aaron Reiter Vancouver, WA 360-604-3531 Aaron.Reiter@interprose.com Software

Silver Sponsor

Ontario Systems Don Siler Muncie, IN 765-751-7000 Don.Siler@ontariosystems.com Debt Collection Software

PaymentVision Jason Waldman Jacksonville, FL 240-361-1636 sales@paymentvision.com Payment Gateway Provider

PDCFlow Jeremy Fong Ogden, UT 801-827-0345 jfong@pdcflow.com Online e-Payment Processing

Peak Revenue Learning Christopher Rickman Columbia, SC 29229 803-521-0031 Chris.rickman@peakrevenuegroup.com Cloud Based Compliance Training

THANK YOU TO OUR SPONSORS

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ReachLocal Gary Buck San Jose, CA 408-981-0688 Gary.Buck@reachlocal.com Digital Marketing

Renkim Corporation Rob Augg Southgate, MI 734-374-8300 raugg@renkim.com Electronic and Paper Distribution of Critical Financial Messages

Diamond Sponsor

RevSpring Renee Ralls Livonia, MI 248-567-7327 rralls@revspringinc.com Revenue Cycle Technology Services

TCN Inc Mike Gray St. Geroge, UT 888-213-1615 Mike.Gray@tcnp3.com Cloud-based Call Center Technology

Bronze Sponsor

Thrio Inc Lance Fried Calabasas, CA 858-248-0098 Lance.Fried@thrio.com Comprehensive Omnichannel Cloud Contact Center Suite

Gold Sponsor

VoApps Neal Jagoda Atlanta, GA 561-339-7778 neal.jagoda@voapps.com Direct Drop Voicemail Service

Gold Sponsor

MAP OF THE MONTEREY TIDES HOTEL, MONTEREY, CALIFORNIA

Meeting space layout

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One Capitol Mall, Suite 800Sacramento, CA 95814

GENERAL INFORMATION & SPECIAL ACKNOWLEDGEMENTS

NAME BADGESPlease wear your name badge to all CAC functions, as it’s your ticket to sessions and meal functions. You must have a conference badge in order to participate in meals (included in registration fee) unless you have purchased individual meal tickets.

CAC DESKThe Registration Desk will be staffed during conference hours. Staff at the desk can assist you with questions about the conference. Please see staff wearing STAFF ribbons on their badges for questions related to the conference, membership and more.

LOST AND FOUNDThe CAC Registration Desk will serve as lost & found during the conference. Any items found but not claimed by the end of the conference will be turned over to the Monterey Tides Hotel.

ATTIREThe conference is business casual. We suggest you bring a light jacket or sweater and dress in layers as meeting room temperatures can vary. Evening activities will be indoor/outdoor so please plan appropriately. We also suggest comfortable shoes for walking around this magnificent hotel.

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