1. External Collectors Management Controls & Creating a Culture of Compliance
Interactive Session
Sérgio Coelho

2. Interactive Session - Topics
External Collectors Management Controls & Creating a Culture of Compliance
Regulatory and Compliance, The Fair Debt Collection Practices Act
Best practice collection support systems
Benchmarking the performance of external agents
Recommended steps to achieve excellence in debt collection
FTE Management, in-house or outsourcing
Raising conduct standards in collections

3. Interactive Session - Debate
Suggestion:
4 Topics: Each table will have a topic
10m to discuss: Advantages and Disadvantages / Benefits and Risk
5m to present (a speaker by table)
1 & 5
2 & 6
3 & 7
4 & 8
Compliance rules vs. Collections Practices
Technology: Collections Systems (own system vs. 3rd parties system)
Collections agents: Internal vs. Outsourcing
External agents: Insourcing vs. Outsourcing

4. Interactive Session