National Association of Consumer Credit Administrators
28th Annual Consumer Services and Examiners’ School
Sheraton Pittsburgh Hotel at Station Square
Pittsburgh, Pennsylvania
September 14 - 18, 2015
FINAL PROGRAM
SUNDAY – September 13, 2015
4:00 – 5:00 pm
Registration
Woodlawn 1 (Second Floor)
7:30 – 9:00 pm
Suite 1515
NACCA Continuing Education Committee Meeting
(Committee members only)
MONDAY – September 14, 2015
7:30 – 8:00 am
Breakfast
Reflections
7:30 am – 4:30 pm
Registration
Woodlawn 1 (Second Floor)
8:00 – 8:15 pm
Admiral
Introductions and Opening Remarks
Mike Larsen, NACCA 1st Vice President and Continuing Education Committee Chair and
Consumer Finance Bureau Chief, Idaho Department of Finance
Jim Keiser, Immediate Past NACCA President and Administrator, Non-Depository Institutions
Pennsylvania Department of Banking and Securities
8:15 – 9:00 am
Consumer Advocate Presentation: Important Current Issues
Speaker: Diane Standaert, Director of State Policy, The Center for Responsible Lending
9:00 – 10:00 am
Hello! My Name is…Early Networking Opportunities
Facilitators: Rebecca C. Arthur, Non-Mortgage Examination Branch Manager,
Kentucky Division of Financial Institutions
Lizabeth A. Hensley, Senior Compliance Examiner, Wyoming Division of Banking
10:00 – 10:15 am
Refreshment Break
10:15 – 11:00 am
Consumer Credit Issues, Credit Repair, and Debt Settlement Scams and Schemes
Speaker: Thomas B. Carter, Senior Attorney, Southwest Region, Federal Trade Commission
11:00 – 11:45 am
Federal Trade Commission Debt Collection Current Events
Speaker: Thomas B. Carter, Senior Attorney, Southwest Region, Federal Trade Commission
11:50 am – 1:00 pm
Reflections
Buffet Lunch
1:00 – 1:45 pm
Admiral
Consumer Outreach and Education
Speakers: Jennifer F. Doom, Financial Institutions Examiner, Kentucky Division of Financial Institutions
Jo Ann Lanham, Consumer Affairs Officer, Idaho Department of Finance
1:45 - 2:45 pm
The Consumer Financial Protection Bureau Complaint Process
Speaker: Darian E. Dorsey, Chief of Staff, Office of Consumer Response,
Consumer Financial Protection Bureau
2:45 – 3:00 pm
Refreshment Break
3:00 – 4:30 pm
Tracking and Investigating Consumer Complaints
Panelists: Jo Ann Lanham, Consumer Affairs Officer, Idaho Department of Finance
Jeffrey R. Angell, Consumer Finance Attorney, Ohio Division of Financial Institutions
Mark Hastie, Audit Director, Minnesota Department of Commerce
Moderator: Brian S. Landis, Chief Examiner, Ohio Division of Financial Institutions
TUESDAY – September 15, 2015
7:15 – 8:15 am
Reflections
Breakfast
8:00 – 11:30 am
1:00 - 4:30pm
Woodlawn 1
Registration
8:00 – 8:15 am
Admiral
Remarks by Robin L. Wiessmann, Secretary, Pennsylvania Department of Banking and Securities
8:15 – 9:00 am
Mortgages: Overview and Consumer Services Related Issues
Speaker: Jim Keiser, Immediate Past NACCA President and Administrator, Non-Depository Institutions,
Pennsylvania Department of Banking and Securities
9:00 – 10:00 am
Handling Consumer Complaints from an Industry Perspective
Panelists: Stephen L. Day, VP, Senior Managing Director, Springleaf Financial Services
Grace Morgan, Senior Compliance Director for Consumer Practices, Ally Bank
Moderator: Rudy Aguilar, Director of Consumer Protection,
Texas Office of the Consumer Credit Commissioner
Refreshment Break
10:00 – 10:15 am
10:15 – 11:00 am
Consumer Credit Federal Laws and Regulations
Speaker: Jim Keiser, Immediate Past NACCA President and Administrator, Non-Depository Institutions,
Pennsylvania Department of Banking and Securities
11:00 – 11:45am
Business Writing and Editing for Consumer Services Personnel
Speaker: Eric B. Decker, Human Resource Analyst, Pennsylvania Department of Revenue
11:50 am – 1:00 pm
Brighton
(Second Floor)
Buffet Lunch
1:15 – 2:00 pm
Admiral
How to Provide Good Customer Service
Speaker: Chantel M. Hardaway, Training Officer, Pennsylvania Department of Revenue
2:00 – 3:00 pm
Confidentiality Concerns and Public Records Requests
Speakers: Matthew D. Lambert, Senior Director and Non-Depository Counsel,.
Conference of State Bank Supervisors
Clay T. Coon, Senior Counsel, Office of Supervision Policy, West Region Office,
Consumer Financial Protection Bureau
3:00 – 3:15 pm
Refreshment Break
3:15 – 4:00pm
Verbal Defense and Influence; Includes dealing with difficult people
Speaker: Chantel M. Hardaway, Training Officer, Pennsylvania Department of Revenue
4:00 - 4:45 pm
Wrap-up and Unanswered Questions in a Roundtable Format
Facilitator: David J. Mora, Consumer Industry Manager, New Mexico Division of Financial Institutions
4:45 – 4:50 pm
Closing Remarks for Consumer Services School
Mike Larsen, NACCA 1st Vice President and Committee Chair and Consumer Finance Bureau Chief,
Idaho Department of Finance
4:50 pm
Distribution of Consumer Services School Completion Certificates/
2015 Consumer Services School Adjourned
5:00 – 6:00 pm
Fountainview Room
(Second Floor)
All Registrant Reception
WEDNESDAY – September 16, 2015
7:30 – 8:00 am
Reflections
Breakfast
7:30 am – 4:30 pm
Woodlawn 1
(Second Floor)
Registration
8:00 – 8:15 pm
Admiral
Introductions and Opening Remarks
Jim Keiser, Immediate Past NACCA President and Administrator, Non-Depository Institutions,
Pennsylvania Department of Banking and Securities
Robin L. Wiessmann, Secretary, Pennsylvania Department of Banking and Securities
8:15 – 9:15 am
The History of Consumer Credit
Speaker: Jim Keiser, Immediate Past NACCA President and Administrator, Non-Depository Institutions,
Pennsylvania Department of Banking and Securities
9:15 – 10:00 am
TIL-RESPA, GFE Integration, and New Mortgage Disclosures
Speakers: Calvin R. Hagins, Deputy Assistant Director for Originations,
Consumer Financial Protection Bureau
Jennifer N. Toussaint, Attorney-Advisor, Consumer Financial Protection Bureau
10:00 – 10:15 am
Refreshment Break
10:15 – 11:00 am
TIL-RESPA, GFE Integration, and New Mortgage Disclosures-Part 2
Speakers: Calvin R. Hagins, Deputy Assistant Director for Originations,
Consumer Financial Protection Bureau
Jennifer N. Toussaint, Attorney-Advisor, Consumer Financial Protection Bureau
11:00 – 11:45am
The NMLS Examination Management Tool Suite and Mortgage Call Report Examination Report Tool
Speakers: Mary M. Pfaff, Senior Director, Conference of State Bank Supervisors
Chris Moore, Senior Director and Data and Business Analysis,
Conference of State Bank Supervisors
11:50 am – 1:00 pm
Reflections
Lunch with Chris Rodell
Chris Rodell is the author of Use All The Crayons! The Colorful Guide to Simple Human Happiness
1:00 – 1:45 pm
Breakout Sessions
Waterfront
Where Are We Going With Ancillary Products?
Speaker: John C. Redding. Partner, Buckley Sandler LLP
Admiral
Consumer Financial Protection Bureau Debt Collection Current Events
Speaker: Nina Frant, Attorney-Advisor, Consumer Financial Protection Bureau
1:45 - 2:45 pm
Breakout Sessions
Waterfront
Virtual Currency: What it is and where is it going?
Speaker: Michael C. Tomkies, Partner, Dreher Tomkies LLP
Admiral
Multi-State Payday Exam Procedures
Speakers: Rebecca C. Arthur, Non-Mortgage Examination Branch Manager,
Kentucky Division of Financial Institutions
David J. Mora, Consumer Industry Manager, New Mexico Financial Institutions Division
2:45 – 3:00 pm
Refreshment Break
WEDNESDAY – September 16, 2015 (continued)
3:00 – 3:45 pm
Breakout Sessions
Waterfront
Internet Lenders Talking State Compliance
Speakers: Michael P. Sinatra, CEO, eMoneyUSA
Sarah Fagin Cutrona, Chief Counsel, Elevate Credit, Inc.
Admiral
Electronic Payments / NACHA Rules Update
Speaker: Jennifer Kirk, Director, Industry Relations, EPCOR (Electronic Payments Core of Knowledge)
3:45 – 4:30 pm
Admiral
General Session
Industry Viewpoint on Best Examination Practices
Speakers: Judith R. Sorensen, President, Association of Credit Counseling Professionals
John J. Amrhein, President, West Penn Financial Service Center, Inc.
6:00 pm
Group Outing
THURSDAY – September 17, 2015
7:30 – 8:15 am
Reflections
Breakfast
8:15 – 9:00 am
Admiral
Proposed CFPB Rules in Small Dollar Consumer Lending
Speaker: Steven M. Abbott, Officer, Government Relations, The Pew Charitable Trusts
9:00 – 10:00 am
CFPB/State Coordinating Committee Coordinated Exams Updates to Examiners
Speakers: Edwin L. Chow, Western Regional Manager, Consumer Financial Protection Bureau
Charles A. Vice, Commissioner, Kentucky Office of Financial Institutions and
Chairman, State Coordinating Committee
10:00 – 10:15 am
Refreshment Break
10:15 – 11:45 am
Auto Lending Issues
Speaker: Lisa F. Stifler, Policy Counsel, The Center for Responsible Lending
11:50 am – 1:00 pm
Reflections
Buffet Lunch
1:00 – 1:45 pm
Admiral
Financial Fraud
Speakers: Amy L. Schulman, Senior Deputy Attorney General, Pennsylvania Office of Attorney General,
Bureau of Consumer Protection
Basil L. Merenda, Chief Deputy Attorney General, Pennsylvania Office of Attorney General,
Bureau of Consumer Protection
1:45 - 2:45 pm
State Examination Report Comparisons
Facilitator: Joe Mulberry, NACCA President and Deputy Commissioner, Wyoming Division of Banking
2:45 – 3:00 pm
Refreshment Break
3:00 – 3:45 pm
Examination Report Writing
Facilitators: Carl E. Jeffcoat, Assistant Commissioner, South Carolina State Board of Financial Institutions,
Consumer Finance Division
Sally D. Estes, Review Examiner, South Carolina State Board of Financial Institutions,
Consumer Finance Division
3:45 – 4:30 pm
Examiner Safety & Security
Speaker: Ashley D. Thompson, Detective, Pittsburgh Bureau of Police, Criminal Intelligence Unit
FRIDAY – September 18, 2015
7:15 – 8:00 am
Reflections
Breakfast
8:00 – 9:45 am
Admiral
Examiner Roundtable Open Forum: Any topic or current issue you want to discuss!
Facilitators: Scott W. Corscadden, Supervisor, Bureau of Loans, Alabama State Banking Department
Rebecca C. Arthur, Non-Mortgage Examination Branch Manager,
Kentucky Division of Financial Institutions
Brian S. Landis, Chief Examiner, Ohio Division of Financial Institutions
9:45 – 9:50 am
Closing Remarks
Mike Larsen, NACCA 1st Vice President and Continuing Education Committee Chair and
Consumer Finance Bureau Chief, Idaho Department of Finance
9:50 am
Woodlawn 1
Distribution of School Completion Certificates
10:00 am
2015 Examiners’ School Adjourned