CCR Interactive 2012

In 2012, the Collections stream heard from the experts on how the industry can achieve this and always ensure that ‘treating customers fairly’ principles remain at the heart of everything it does.

Agenda in the Collections Stream:

Chair - Eric Leenders, director, the British Bankers' Association

10:45 - Jaime Graham, director of collections & recoveries, Santander UK
Power is in the people: collections, conduct, and compliance.

11:05 - Lewis Group

11:20 - Val McCarren, head of unsecured debt management, The Co-operative Bank
People management - education, motivation, targets, and incentives.

11:40 - IT Sonix

11:50 - Break

12:05 - Commercial Credit Management

12:15 - Juliana Campbell, ombudsman - banking and credit, Financial Ombudsman Service
An update on complaints figures and considerations of financial difficulty

12:35 - Jeff McAdam, head of unsecured collections, UKAR
Developing a proactive and effective collections operation – a case study.

12:55 - Experian

1:05 - Lunch

Chair - Robert Skinner, chief executive, the Lending Standards Board

2:20 - Moreton Smith

2:30 - Stephen Empson, group central membership manager, David Lloyd Leisure

2:55 - Simon Rawlings, head of collections, TalkTalk
Target setting and review measurements.

3:20 - Telsolutions

3:30 - Break

3:45 - Sidetrade

3:55 - Sérgio Coelho, collections & recoveries strategy integration head, Barclays Bank
The use and selection of proper remedial tools across all stages of collections.