CBA Webinars

CBA Team Contact

Jake Fowler
jfowler@consumerbankers.com
202-552-6377

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  • Navigating Recovery to Drive Customer Acquisition

    Contains 1 Component(s) Includes a Live Web Event on 07/21/2020 at 2:00 PM (EDT)

    This webinar will examine current economic trends shaping COVID-19 recovery based on unique insights from Mastercard SpendingPulseTM. The session will dive into strategies to support both credit and checking acquisition growth in this environment despite ongoing challenges including limited budgets. Speakers will share Mastercard’s expertise on how to maximize the impact of acquisition campaigns while adequately managing risk of acquired accounts, including case studies highlighting how to leverage analytics to tailor and optimize these campaigns. The session will also cover best-in-class strategies in digital measurement to help banks expand.

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    PRESENTER(S):

    Jamie Mersfelder, Senior Vice President, Mastercard  
    Michael McNamara, Senior Principal, Mastercard

    ABOUT THE WEBINAR:

    In unprecedented times like these, banks need to evolve alongside the evolving needs and preferences of consumers. This webinar will examine current economic trends shaping COVID-19 recovery based on unique insights from Mastercard SpendingPulseTM. The session will dive into strategies to support both credit and checking acquisition growth in this environment despite ongoing challenges including limited budgets. Speakers will share Mastercard’s expertise on how to maximize the impact of acquisition campaigns while adequately managing risk of acquired accounts, including case studies highlighting how to leverage analytics to tailor and optimize these campaigns. The session will also cover best-in-class strategies in digital measurement to help banks expand.

    THIS WEBINAR WILL COVER:

    1. Insights from Mastercard SpendingPulseTM on current economic trends including the shift to digital.
    2. Assessment of the current challenges for open market card and deposit acquisition and strategies to overcome them.
    3. Case studies on how to effectively drive low-risk acquisition in the current environment and confidently measure results.
    4. Considerations to address blind spots within digital marketing strategy and measurement, including Facebook and other paid channels, amidst the accelerated consumer shift to digital.

    TOP 3 BENEFITS TO ATTENDEES:

    1. Better grasp of the U.S. macro-economic landscape based on proprietary Mastercard SpendingPulseTM  to better understand consumer behavior changes. 
    2. Strategies to maximize limited budgets and continue to drive acquisition growth despite the challenging environment.  
    3. Best practices for campaign execution, measurement, and optimization including adapting channel mix to the ongoing shift to digital.

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Jamie Mersfelder

    Senior Vice President, Mastercard

    Jamie Mersfelder is a Senior Vice President at Mastercard, serving as the lead for U.S. Financial Institutions for Mastercard Data & Services. Jamie has been with Mastercard since 2004, serving in a variety of roles including leading Mastercard’s Western Region in the Bay Area and leading the North America Consulting team within Data & Services. Prior to Mastercard, Jamie was a Principal at American Management Systems (now CGI) and held a variety of roles with niche Management Consulting firms focused on the Financial Services vertical.

    For over 25 years Jamie has worked in business and strategy development, operations improvement, start-up and financial planning, and customer value management within the banking, payments, public sector, and merchant industries.

    Jamie’s consultative focus is on market development, strategy and solutioning to uncover the drivers of growth or rationalization by identifying the levers that can be employed to both strategize and drive impact. Jamie holds a B.S. in Marketing and Management from Davis & Elkins College.

    Michael McNamara

    Senior Principal, Mastercard

    Michael McNamara is the Senior Principal responsible for MasterCard SpendingPulse, an economic data service offered by Mastercard Data and Services. Mr. McNamara led the team that founded SpendingPulse in 2003. Over the past 18 years, Mr. McNamara’s team developed one of the first A.I. enabled information services that leverages Mastercard’s vast data assets to quantify and forecast economic conditions and consumer spending trends. The Payments, Merchant, Media and Government sectors are key consumers of SpendingPulse research. 

    Mr. McNamara and SpendingPulse data are frequently quoted in the media by outlets including: Reuters, Dow Jones, Associated Press, CNBC, CNN, NBC, CBS and ABC News. During the 2019 holiday season SpendingPulse information was quoted in over 3,300 articles and generated over 360 million media impressions for Mastercard. 

    Mr. McNamara has served as Chairman and remains an active member of the Conference of Business Economists. The purpose of the Conference is to bring together economists from the business world to discuss the economics of their own industries, to contribute to one another’s understanding of the broader problems concerning business, monetary and global conditions, and to contribute toward the preservation of the system of free enterprise. The Conference was founded in 1944. 

    Prior to joining MasterCard, Mr. McNamara was a managing analyst with Datamonitor Plc, a leading global market research organization headquartered in London. While at Datamonitor he managed the North American region of the financial service technology division. Before joining Datamonitor Michael was a small cap equity analyst with Royce Ebright & Associates, a member of the Royce family of mutual funds.

    Mr. McNamara holds a BA in Economics from Fairfield University and an MBA from the F.W. Olin School of Business at Babson College.

  • Delivering Distinct Consumer Experiences with Open Banking

    Contains 1 Component(s) Includes a Live Web Event on 07/15/2020 at 2:00 PM (EDT)

    One in four community-based financial institutions plan to invest in or deploy APIs in 2020, on top of the 35% that have already done so. As banks evolve to meet changing consumer expectations, there is an opportunity for banks to deliver connected user experiences across all channels from branch to digital through an open banking ecosystem. Learn how real life FinTech partnerships drive innovation and ultimately deliver personal, relevant connections with consumers to create next level digital experiences.

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    PRESENTER(S):

    Kathy Ligman, VP, Product Management, Digital Channels, Fiserv

    ABOUT THE WEBINAR:

    One in four community-based financial institutions plan to invest in or deploy APIs in 2020, on top of the 35% that have already done so.  As banks evolve to meet changing consumer expectations, there is an opportunity for banks to deliver connected user experiences across all channels from branch to digital through an open banking ecosystem. Learn how real life FinTech partnerships drive innovation and ultimately deliver personal, relevant connections with consumers to create next level digital experiences.

    THIS WEBINAR WILL COVER:

    1. An explanation of the Open Banking landscape.
    2. Transforming consumer experience with an API-driven digital strategy.
    3. Strategic FinTech opportunities and innovations that drive consumer engagement.

    TOP 3 BENEFITS TO ATTENDEES:

    1. Learn how real life FinTech partnerships drive innovation. 
    2. Discover how to deliver personal, relevant connections through Open Banking.  
    3. Learn how Open Banking creates next level digital experiences of your consumers. 

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Kathy Ligman

    VP, Product Management, Digital Channels, Fiserv

    Kathy Ligman is Vice President of Product Management for Digital Channels division, which provides online and mobile banking services to a diverse range of financial institutions across the United States. Kathy’s responsibilities include product roadmap, strategic planning, client engagement and market assessment for hosted Digital Channels online and mobile banking solutions. 

    A seasoned financial services professional, Kathy has extensive experience in digital banking services, risk management solutions, and core account processing systems. Her professional passion is making the financial lives of consumers better through technology and enabling community banks and credit unions to lead and succeed through digital transformation and engagement. 

    Prior to joining Fiserv, Kathy was Vice President/Project Manager for a multi-billion dollar bank holding company based in Naples, Florida.  In this role, she was responsible for overall management of system conversions, bank acquisitions, website design and product development.   She also has experience in risk management and fraud investigation for a large transaction processing company and one of the country’s largest financial institutions.

  • Want to Implement AVMs? The Time is Now

    Contains 1 Component(s) Recorded On: 06/24/2020

    The decision earlier this year to increase the de minimis appraisal threshold for residential real estate transactions from $250,000 to $400,000 means many lenders are re-tooling their systems and processes to account for the new ceiling. In this webinar, Accurate Group will explore how lenders of all sizes can determine how to implement Automated Valuation Model workflows into their lending processes.

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    PRESENTER(S):

    Mike Kirk - SVP of Strategic Valuation Initiatives – Accurate Group, LLC
    Nick Hideg - VP of Strategic Valuation Development - Accurate Group, LLC

    ABOUT THE WEBINAR:

    The decision earlier this year to increase the de minimis appraisal threshold for residential real estate transactions from $250,000 to $400,000 means many lenders are re-tooling their systems and processes to account for the new ceiling.

    In this webinar, Accurate Group will explore how lenders of all sizes can determine how to implement Automated Valuation Model workflows into their lending processes.

    Our experts will review “The Four Pillars of AVM Compliance,” a framework of best practices to ensure lenders are implementing AVMs effectively and efficiently to dramatically reduce turn time and save money vs. the cost of a traditional appraisal. Today, automation is imperative for lenders looking to maintain or create competitive advantage and with a much better understanding of the regulations and requirements for valuations, along with technology advancements making these solutions readily available, the time for AVMs is now!

    THIS WEBINAR WILL COVER:

    1. AVM Validation and Cascade Modeling
    2. Assessing Property Condition
    3. Creating the Evaluation
    4. Internal Policy and Procedures

    TOP 3 BENEFITS TO ATTENDEES:

    1. Develop an effective AVM Strategy to reduce turn-time and lower costs on valuations
    2. Discover AVM Best Practices regarding the Interagency Appraisal and Evaluation Guidelines
    3. Critical Success Factors When Creating an Evaluation

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Mike Kirk

    SVP of Strategic Valuation Initiatives, Accurate Group, LLC

    With over 23 years of experience on both sides of the real estate appraisal and lending industries, Mike is uniquely positioned to help Accurate Group’s clients stay at the forefront of appraisal and valuation innovation. Prior to joining Accurate Group, Mike held the role of Chief Residential Appraiser for The Huntington Bank. Mike is a certified appraiser and started his career as an independent fee appraiser before transitioning to residential real estate lending and holding positions with multiple banks. Mike also has experience in the operations side of appraisal management, including vendor management and quality control, and is a recognized AVM expert in the industry. As an early client adopter of the iValueNet interior valuation product while at Huntington Bank, Mike is now a champion and subject matter expert on the product for Accurate Group for Home Equity, First Mortgage and REO Channels.   Mike was honored to participate in the establishment of the Detroit Home Mortgage program, which is continuing to revitalize the Motor City.

    Nick Hideg

    VP of Strategic Valuation Development, Accurate Group, LLC

    Nick joined the Accurate Group following fourteen years of diverse experience within First American’s Mortgage Solutions Division, where he served as Product Manager and Senior Business Analyst. Today, Nick is responsible for Accurate Group’s Alternative Valuation product lines, specializing in Automated Valuation Models and Lender implementation. Nick’s main focus is to design customized solutions to empower Lenders with the ability to utilize automation and technology to reduce their costs and expedite the loan closing process. Nick holds a Bachelor of Business Administration in Marketing and Management, and is Scrum Master and Lean Six Sigma certified.

  • Hyperpersonalization in a Pandemic – Inside TD Bank's unique approach to Customer Engagement during COVID

    Contains 1 Component(s) Recorded On: 06/23/2020

    With a forced digital transformation knocking at their front doors, many banks were surprised to find that their organizations were under-equipped to respond to COVID-19's impact on the traditional banking model. Traditional methods like apps and online banking left many banks in a reactive state, struggling to engage with customers proactively, deliver a personalized experience, or update content quickly enough during times of rapid change.

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    PRESENTER(S):

    John Thomas, Executive Vice President, Global Innovation Head, TD Bank
    Steve Gillin, President, Relay Network

    ABOUT THE WEBINAR:

    With a forced digital transformation knocking at their front doors, many banks were surprised to find that their organizations were under-equipped to respond to COVID-19's impact on the traditional banking model. Traditional methods like apps and online banking left many banks in a reactive state, struggling to engage with customers proactively, deliver a personalized experience, or update content quickly enough during times of rapid change. 

    For TD Bank, however, its progressive digital foundation provided the agility and flexibility to respond to COVID-19 in near real-time, even leveraging a new channel to augment the digital customer experience with dynamic, individualized content based on each customer's current needs.  

    Join John Thomas, Executive Vice President, Global Innovation Head at TD Bank and Steve Gillin, President of Relay Network, to learn how TD Bank, America’s Most Convenient Bank, is using modern mobile technology to take customer-centricity to the next level. They will address key findings from the personalized mobile engagement program, and recommendations for other banks to consider to help drive customer satisfaction, loyalty and lifetime value.

    THIS WEBINAR WILL COVER:

    1. Key trends that are shaping the need for more personalized, convenient customer experiences.
    2. New modern mobile technologies that are empowering banks to deliver these experiences with greater speed, agility and impact on 1:1 basis.
    3. Findings from the mobile engagement program, including experiences proven to help build trust and value.

    TOP 3 BENEFITS TO ATTENDEES:

    1. Gain invaluable insights on the future of digital banking from the Global Head of Innovation at a top 10 bank.
    2. Learn the value of personalization and gain a roadmap for incorporating it into your own digital strategy without disrupting your existing processes.
    3. Take away tangible best practices that will help you drive greater engagement, adoption of existing resources, and higher customer lifetime value.

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Steve Gillin

    President, Relay Network

    Steve is the President of Relay Network where he oversees business development, client relationship management, legal, and compliance. Under his leadership, Relay has helped some of the nation’s largest financial institutions improve customer engagement, loyalty and satisfaction with its TCPA-compliant, personalized mobile engagement platform.

    Prior to Relay, Steve managed BAC’s Financial Institution and Brokerage businesses, a $10 Billion white label credit card portfolio for 250 financial institutions, credit unions, and brokerage partners including Charles Schwab Bank, Fidelity Investments, and Edward Jones. Steve is a licensed attorney admitted to the Pennsylvania Bar and spent six years practicing general corporate law and litigation.

    John Thomas

    Executive Vice President, Global Innovation Head, TD Bank

    John Thomas has more than 25 years of experience in various service industries including digital media, marketing technology, ecommerce, and financial services. His expertise lies in the areas of digital advertising, consumer technology and marketplaces, consumer and business payments, and scaled business transformation.

    John is responsible for Enterprise Innovation and Business Architecture at TD Bank Group. In this role, he leads a best-in-class center of excellence for innovation, creating a sustainable program to drive business transformation globally for TD. He also leads the bank's ventures investment fund, US personalization and insights strategies, and US customer retention.

    John joined TD Bank from Amazon and prior to Amazon, John was the Global General Manager of the Digital Business Group at hibu PLC, an international media and advertising company. John also has over 20 years of banking experience in R&D, payments, product and channel management at numerous companies.

  • Culture and the Cloud: Leveraging Your Institution’s Greatest Assets in Times of Crisis

    Contains 1 Component(s) Recorded On: 06/09/2020

    In this webinar, we will explore how financial institutions can weather the storms of uncertainty through culture and the cloud, and share tangible examples of institutions who are future-proofing their workforce and operations by leaning on these two vital assets.

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    PRESENTER(S):

    Jonathan Rowe, Chief Marketing Officer, nCino

    ABOUT THE WEBINAR:

    The financial services industry is facing vast economic shifts and unprecedented challenges. Financial institutions can, however, turn these challenges into opportunities if they have a strong company culture and leverage the right tools to support their customers and communities. In this webinar, we will explore how financial institutions can weather the storms of uncertainty through culture and the cloud, and share tangible examples of institutions who are future-proofing their workforce and operations by leaning on these two vital assets.  

    TOP 3 BENEFITS TO ATTENDEES:

    1. Understand why culture is important when establishing a flexible and empowered workforce that can handle unforeseen circumstances, such as a pandemic or natural disaster.  
    2. Identify how cloud-based digital technology can allow organizations to “keep the lights on” during times of crisis.  
    3. Learn how financial institutions are supporting their customers and communities, many of whom are currently facing economic uncertainties.

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Jonathan Rowe

    Chief Marketing Officer

    Jonathan Rowe oversees the company's research, communication, marketing, recruiting and business development activities, and helped build nCino's global brand. He has presented at dozens of banking and technology conferences and published numerous articles and whitepapers. He teaches loan portfolio management at the Graduate School of Banking at Colorado, where he is an adjunct faculty member. Prior to joining nCino, Jonathan was a professor in the Cameron School of Business and director of the Entrepreneurship Center at the University of North Carolina Wilmington. He holds an MBA from Babson College and a Ph.D. from the University of Auckland.

  • After the Curve: Automation and Digital Tools are here to stay

    Contains 1 Component(s) Recorded On: 06/04/2020

    Digital tools are changing the origination process and automation is here to stay. Lenders are quickly making the switch from the old manual processes after recently being hit with county closures and social distancing measures that suddenly halted business workflow. Having access to the essential digital tools is crucial for continuing to support borrowers and gaining an advantage post-COVID-19.

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    PRESENTER(S):

    Joe Dahleen, SVP of Strategy and Sales, FirstClose
    Sara Nakae, Director of Marketing and Enterprise Sales, FirstClose
    Landon Smith, Executive Vice President, Client Strategy & Business Development, The Closing Exchange

    ABOUT THE WEBINAR:

    A significant percentage of mortgage transaction costs originate from order management activities. Key strategies and solutions are presented to mitigate and/or reduce this cost.

    As lenders continue to ramp up, it is key to have the right digital tools to continue to provide uninterrupted service to borrowers.

    Leveraging new fintech tools and technology enable lenders to make smart decisions and eliminate costly touchpoints in the origination process.

    Utilizing new technology creates a less labor-intensive workflow allowing lenders to benefit immediately. Enjoy creating a simpler, quicker, and more borrower-friendly environment while decreasing your turn times.

    Digital tools are changing the origination process and automation is here to stay. Lenders are quickly making the switch from the old manual processes after recently being hit with county closures and social distancing measures that suddenly halted business workflow. Having access to the essential digital tools is crucial for continuing to support borrowers and gaining an advantage post-COVID-19.

    FirstClose's digital tools that seamlessly integrate within any current tech stack, provide an end-to-end solution for every aspect and stage of the origination process.

    THIS WEBINAR WILL COVER:

    1. Solutions for lenders pain points.
    2. Solutions/tools for lenders moving forward.
    3. Planning and help with origination processes moving forward.

    TOP 3 BENEFITS TO ATTENDEES:

    1. Develop an effective strategy for the loan origination process by leveraging new fintech tools and technology. 
    2. Learn how digital solutions create a simpler, less-intensive workflow enabling lenders to decrease turn times.  
    3. Discover why going digital and automating the origination process is crucial to continuing to serve borrowers. 

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Joe Dahleen

    SVP of Strategy and Sales, FirstClose

    Joe is a 25-year veteran of the mortgage industry who specializes in executive management, FinTech and strategic marketing. He is known for being a strong advocate of technology and an expert in leveraging the latest tech stack and automation to ensure the success of his endeavors. Mr. Dahleen has developed his skills in every aspect of modern strategic business management, including sales, software and project management, business process analysis, system design and system implementation. In regard to the mortgage lending space, he has strong in-depth knowledge of secondary marketing, loan production, and quality control procedures, including automated origination and compliance, e-signatures and e-vendor management, pre-emptive quality control and post-closing secondary fulfillment. He also has experience in appraisal management portals, digital vaulting and private label, cloud-based business models. He is uniquely qualified to lead financial services companies in efforts to radically revamp their business strategies.

    Sara Nakae

    Director of Marketing and Enterprise Sales, FirstClose

    Sara has over 15 years of experience in FinTech serving the financial services sector in realtor and agency marketing for banks and credit unions, and extensive experience in the mortgage industry working with banks, credit unions and mortgage companies to deliver award winning technology solutions and services. She has been a keynote presenter at leading industry events and conferences discussing FinTech and its impact on lenders businesses. Recently named one of 2019's Most Powerful Women in FinTech and Marketing Trailblazer, Sara has deep industry knowledge in the financial digital space. Sara is responsible for marketing execution, driving sales strategy and enterprise sales relationships.

    Landon Smith

    Executive Vice President, Client Strategy & Business Development, The Closing Exchange

    An accomplished business executive with over 25-years experience in the lender services & title industry; all aspects of the life cycle of the loan; Origination, Servicing, Default, and Lender Relations. Senior level executive management experience, including corporate board exposure. 

    Specific executive and strategic leadership experience creating B2B operations, P&L & strategic business development. Possess strong skill-sets in effectively building/managing high performing sales teams, directing product/sales growth strategy, revenue management, executive client relations and developing new lines of business to operational maturity and profitability.

  • Providing Liquidity in Times of Crisis, and Beyond

    Contains 1 Component(s) Recorded On: 06/03/2020

    Financial Institutions need to offer deposit liquidity solutions that react to the changing landscape of our economy. Join this webinar to learn how you can commit to helping accountholders meet their needs for liquidity while balancing risk and exposure.

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    PRESENTER(S):

    Jeff Burton, Director, Financial & Risk Management Solutions, Fiserv

    ABOUT THE WEBINAR:

    Financial Institutions need to offer deposit liquidity solutions that react to the changing landscape of our economy. Join this webinar to learn how you can commit to helping accountholders meet their needs for liquidity while balancing risk and exposure.

    THIS WEBINAR WILL COVER:

    1. Discretionary Overdraft Limits.
    2. Accelerated Funds Availability.
    3. Deposit-Based Lending.

    TOP 3 BENEFITS TO ATTENDEES:

    1. Proactive and reactive liquidity options. 
    2. How to address current market stress while preparing for future challenges.  
    3. Providing your accountholders with tools for financial success. 

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Jeff Burton

    Director, Financial & Risk Management Solutions, Fiserv

    Jeff has as over 30 years of banking experience, has been with Fiserv since 2001 (via acquisitions), and is currently a Director within Fiserv’s FRMS Group leading Deposit Liquidity Solutions.  In this role, Jeff works closely with bank executives in product, legal, compliance, and technology responsibilities.  In addition, Jeff has also spent significant time working with regulators from a variety of agencies to help shape their understanding around products in this space.

  • Protecting your Customers and Team as you Plan for Reopening Branches and Call Centers

    Contains 1 Component(s) Recorded On: 05/28/2020

    As “Stay at Home” and “Work from Home” continue to flatten the curve of COVID-19, banks are planning for the next stage.

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    PRESENTER(S):

    Jason Castillo, Head of Enterprise Fraud Management, Citizens Bank
    Mark DiCarlantonio, Head of Fraud Performance Management, TD Bank
    J'Amy Colburn, Senior Vice President of Sales, Innovis
    Bruce Nixon, President, Innovis 

    ABOUT THE WEBINAR:

    As “Stay at Home” and “Work from Home” continue to flatten the curve of COVID-19, banks are planning for the next stage.

    • How is your bank evolving your social distancing policies as you begin to re-open branches?
    • Each phase of this pandemic also brings a new wave of creative fraud tactics - How are you “Protecting the Perimeter” for your customers and bank?

    Join a panel of your peers, including Jason Castillo (Head of Enterprise Fraud Management) of Citizens Bank and Mark DiCarlantonio (Head of Fraud Performance Management) of TD Bank, as they explore the changing branch landscape and its impact on your customers and call centers.

    THIS WEBINAR WILL COVER:

    1. Insight from industry fraud leaders on the opportunities they are seeing.
    2. Ways to automate and improve efficiencies in the branch/call center while reducing risk.
    3. Strategies to move branch activity to remote interactions without losing customers.

    TOP 3 BENEFITS TO ATTENDEES:

    1. Explore new opportunities to minimize touch and maximize customer and team safety.
    2. Learn about new ways for customers to self-serve through the pandemic and beyond.
    3. Hear about adaptable processes and tools to deflect fraud in this new environment.

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Jason Castillo

    Head of Enterprise Fraud Management, Citizens Bank

    Jason Castillo is the Head of Enterprise Fraud Management at Citizens Bank, responsible for Consumer, Commercial and Small Business Fraud Detection and Strategies, Fraud Prevention, Fraud Claims Investigation, Billing Disputes and Recovery Operations. Jason also leads the Consumer Bank’s Continuous Improvement team, helping other business lines to identify and execute strategic solutions to improve customer experience and internal bank processes.

     

    Jason has been with Citizens, leading the Fraud Detection and Claims Operations teams since 2016. In 2017, he was named the Head of Enterprise Fraud Management, expanding his responsibilities to include Consumer Lending Fraud, Fraud Strategies and Fraud Prevention.

     

    A more than 20 years veteran of the industry, Jason previously held various leadership roles across Consumer Operations, Finance and Compliance at Bank of America and MBNA.  He has spent the majority of the last 10 years in Fraud and Claims, and as a senior leader in the industry, Jason actively represents Citizens Bank as the Chair of the CBA’s fraud Committee and VISA’s Risk Executive Council.  Additionally, Jason has served on Rutgers Universities Design Thinking Advisory Board. 

      

    Jason currently resides in Long Island, New York with his two children. He is active in his community’s historic preservation society and charitable organizations supporting local arts and youth sports.

    Mark DiCarlantonio

    Head of Fraud Performance Management, TD Bank

    Mark joined TD Bank in March 2018 as the Head of US Fraud Performance Management.  In this role, Mark is responsible for leading our efforts to prevent and detect fraudulent attempts within the US for TD Bank, America's Most Convenient Bank as part of TD's Financial Crimes and Fraud Management Group.  Mark's responsibilities span across all products and include leading the risk/reward balance through effective fraud rule management, model management, business intelligence and the modernization of fraud tools across TD, AMCB and certain businesses within TDGUS.  Mark is based in Mount Laurel, New Jersey.

     

    Mark has over 30 years of experience in financial services. He has led some of the largest, high-performing and complex consumer fraud management teams in the industry.  Mark began his career in 1988 as an entry-level account manager with revered credit card giant MBNA, which was acquired by Bank of America in 2006. He invested the time to learn the business from the bottom up.  After tours in credit underwriting, sales, collections, and fraud; he progressed through the leadership ranks of the company, obtaining an executive-level role in Fraud. Mark’s executive leadership was in no small part responsible for the consistent recognition by Visa, MasterCard, The American Bankers Association and Javelin as the industry-leader in fraud prevention and client treatment. In addition to his fraud management business acumen, Mark’s background boasts vast operational experience including new product launch, underwriting, relationship management, and risk management. Mark is a polished champion for business transformation and is known for tremendous commitment to people, integrity, technical knowledge and passion for organizational objectives.

     

    Mark currently serves on multiple volunteer organizations such as the American Cancer Society, Boys & Girls Club of America and Project Unify. He is actively engaged in diversity and inclusion through his membership in affinity programs.  Mark has been recognized for his broad volunteer work. He also is very active in youth sports and has held various board and coaching positions over his 15+ years of involvement. DiCarlantonio and his wife, and two daughters reside in Smyrna, Delaware.

    J’Amy Colburn

    Senior Vice President of Sales, Innovis

    J’Amy leads an enthusiastic team committed to helping financial institutions solve problems and expand their footprint using Innovis data. FailSafe®, Innovis’ multi-layer authentication suite, was created with the intentional sharing of trends, analytics, and ideas between financial institutions and the team at Innovis.

     

    Prior to joining the Innovis Team, J’Amy served as Eastern Regional Manager for Factual Data® (formerly CBCInnovis) where she was responsible for the operations and sales of 14 Eastern offices providing Mortgage Reporting, Collections, Credit Reporting, Risk Management and related services to customers in New England, New York, and the Mid-Atlantic.

    Bruce Nixon

    President, Innovis

    As President of Innovis Data Solutions, Bruce Nixon leads an organization committed to assisting customers improve credit quality and expand their business footprint. Under Bruce’s direction Innovis has launched FailSafe®, (the company’s fraud fighting suite of services that uses a layered and dynamic approach to fighting off fraudsters), grown partnerships with ID Analytics and others to facilitate the use of credit data in non-traditional scoring models, and implemented the use of phone quality indicators and collection yield models to reduce cost in receivables management.

     

    With 10 years’ prior experience in Banking/Risk Management and 23 years in Credit Reporting, Bruce understands and embraces the challenges that face the credit industry going forward. Similar to the mission of Innovis, his passions are product innovation and using data to solve problems within the compliance framework. If you don’t find Bruce in his office, more than likely he is out fishing or spending time with his wife and daughters.

  • An agile approach for resilient collections

    Contains 1 Component(s) Recorded On: 05/21/2020

    The COVID-19 outbreak has forced banks to confront a much sharper and a more sudden downturn. To effectively respond to this recessionary environment, financial institutions must act quickly and decisively.

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    PRESENTER(S):

    Jason W. Osborne, Global Head, Consumer Banking, Genpact
    Vikram Mahidhar, Global Head, Digital Transformation, Genpact
    Andy Efstathiou, Banking Sourcing Research Director, NelsonHall

    ABOUT THE WEBINAR:

    The COVID-19 outbreak has forced banks to confront a much sharper and a more sudden downturn. To effectively respond to this recessionary environment, financial institutions must act quickly and decisively. 

    Banks must prepare to deal with the double whammy of increased debt collections volumes and reduced call center capacity, navigate government bailouts and ensure employee safety and business continuity. At the same time, they must continue to prioritize their customers’ financial betterment. If banks fail to show much-needed empathy to affected customers at this time, they risk their reputation.

    Join Genpact and NelsonHall, as they discuss what banks must do to address imminent threats and create a more resilient collections organization.

    THIS WEBINAR WILL COVER:

    1. Why the current downturn has brought back focus on debt collections.
    2. What banks must do to navigate the recessionary environment.
    3. Immediate and long-term strategies to emerge stronger from this recession.

    TOP 3 BENEFITS TO ATTENDEES:

    1. How collections strategies will change during and post COVID-19.
    2. A three-pronged approach that banks must consider?
    3. What immediate actions banks must take?

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Jason W. Osborne

    Global Head, Consumer Banking, Genpact

    Jason W. Osborne leads Genpact’s Global Consumer Banking practice.  In this role, Jason is responsible for the establishing and maintaining Genpact’s consumer banking strategy, its business results, and the selection and management of the digital, transformation services and offerings. Jason brings significant leadership experience across consumer financial organizations.  He recently joined Genpact from Citibank where he was most recently the Head of Strategic Partnerships for Citi’s Global Retail Bank. 

    Vikram Mahidhar

    Global Head, Digital Transformation at Genpact

    Vikram is responsible for AI growth strategy and AI/ML business at Genpact, overseeing products and services that the company provides to its clients. Based in Boston, Vikram was an entrepreneur and part of the RAGE leadership team where he built the AI solutions business. RAGE was acquired by Genpact. Prior to RAGE, Vikram spent a decade at Deloitte in various leadership roles including – built advanced analytics products and services business; led digital transformation for multi-billion audit business; established strategy and operations practices in emerging markets; consulted C-suite at several Fortune 500 companies.

    Andy Efstathiou

    Banking Sourcing Research Director, NelsonHall

    Andy is the Banking Sourcing Research Director at NelsonHall where he has global responsibility for Retail and Commercial Banking BPS, Capital Markets BPS, and RPA, AI, and FinTech services in Banking, including consulting, design & deploy, and operations support. In this key role, Andy assists both buy-side and vendor organizations in assessing opportunities and supplier capability across Banking services, including in the areas of Core Banking, Payments, Mortgages & Loans, Securities Processing. In these domains Andy covers professional services, hosting, and BPS.

  • How to Take Your Complaints Process From Good to Great

    Contains 1 Component(s) Recorded On: 05/19/2020

    As the number of challenges facing retail banks continue to rise, many organizations are committing to improve the customer experience in an effort to differentiate themselves among the competition. With customers at the heart of our business, this approach makes sense, in theory. However, the reality is that organizations often fail to keep the customer at the center of those efforts, leaving their voice unheard.

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    PRESENTER(S):

    Ian Hunt, Chief Customer Officer, Close Brothers
    Keeleigh Field, Customer Experience Designer, Close Brothers
    Eric Brown, Senior Solutions Consultant, Aptean Respond
    Stuart Held, Senior Regional Account Director, Aptean Respond 

    ABOUT THE WEBINAR:

    As the number of challenges facing retail banks continue to rise, many organizations are committing to improve the customer experience in an effort to differentiate themselves among the competition. With customers at the heart of our business, this approach makes sense, in theory. However, the reality is that organizations often fail to keep the customer at the center of those efforts, leaving their voice unheard.   

    Inadequate management of the customer experience stems from failing to capture feedback in an efficient, actionable way and lacking a true understanding of the customer’s expectations. Evidently, there’s no silver bullet. Institutions with the best complaints handling processes find their greatest success when combining empathy with actionable insights. 

    In this webinar, we’ll explore best practices for analyzing your customer journeys and discuss purpose-built tools that will ultimately help increase customer loyalty and gain new business. We’ll also hear from a leading retail banking group as they share their journey from a good complaints process to a great one, including how those changes influenced their success.

    THIS WEBINAR WILL COVER:

    1. The true value of creating an excellent customer experience.
    2. Best practices for handling both positive and negative feedback.
    3. Learnings from one leading bank about how they transformed their complaints handling experience.

    TOP 3 BENEFITS TO ATTENDEES:

    1. Learn about the difference between a good complaints process and one that will move your business forward.
    2. Obtain practical tips on how to elevate your complaints handling process.
    3. Hear about an actual bank’s experience with applying these tips and tools.

    Have you created an account yet? If you haven't logged in to the CBA registration site before, please click the Create Account button to set up your profile.  This allows the site to recommend programs of interest to you.

    Eric Brown

    Senior Solutions Consultant, Aptean Respond

    For over a decade Eric has been helping Aptean Respond customers extract maximum value from their Respond investment. Eric has seen the complaints management industry evolve over the decade to one that is intrinsic in creating customer advocates, playing a key role in customer experience programs, and ensuring operational efficiency in the complaints and feedback management operation. Today’s complaints and feedback management operations are fundamental in customer recovery, and Eric is passionate about challenging the status quo to ensure representations at all levels within an organization.

    Stuart Held

    Senior Regional Account Director, Aptean Respond

    Stuart is a seasoned sales professional helping to erase the CX pain felt by global and mid-sized companies around the world for more than 20 years. Stuart is passionate about forming long-term business partnerships and collaborations with companies that share his passion for the continuous evolution of the customer experience and, more specifically, managing complaints. Helping customers arrive at the realization that complaints are good…is what gets him out of bed every morning.

    Ian Hunt

    Chief Customer Officer, Close Brothers

    Ian leads a team of experts in insight and analytics, experience strategy, digital design, sales excellence, automation and complaints that work to drive bank transformation. He has 14 years of experience in leading customer strategy, service design, digital and large-scale transformation projects. In 2019, Ian was voted in the top 3 global CX leaders by MyCustomer.com.

    Keeleigh Field

    Customer Experience Designer, Close Brothers

    At Close Bros., Keeleigh delivers continuous improvement projects for bank-wide complaints capability and supports experience design, channel strategies and development of customer segmentation. She has 4 years of experience working in financial services, in both customer experience and operational excellence.