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March 16th Sessions
(Eastern Time Zone)
11:00 AM - 11:45 AM
Newcomers Orientation
12:00 PM - 12:15 PM
Welcome
12:15 PM - 1:15 PM
2021: Dramatic Changes to TCPA Landscape from the FCC to the Supreme Court – Calling Cell Phones and Landlines May Never be the Same

With a flurry of activity by the Federal Communications last year, 2021 will result in a seismic change in the robocall regulatory landscape for voice service providers. The FCC issued multiple new orders and rules covering a broad range of issues, including call authentication, traceback, call blocking, and limitations on prior landline call exemptions, among others.
Last year also saw unprecedented interest by the Supreme Court in TCPA related issues. The Supreme Court heard oral arguments in multiple TCPA cases on two separate issues. After issuing its decision in Barr v. American Association of Political Consultants, the Court is poised to issue its highly anticipated decision in the landmark Facebook Inc. v. Duguid appeal. Will Calling Cell phones and landlines ever be the same?

David Kaminski (Carlson & Messer LLP) - Partner

Topic: Regulatory

1:15 PM - 1:30 PM
Networking: Kahoot! Trivia Break
1:30 PM - 1:45 PM
Break

1:45 PM - 2:15 PM
Breakout Sessions

Session 1: Transparency in the Use of AI for Credit and Fraud Decisions
Artificial Intelligence (AI), including Machine Learning (ML), has grown to become a widely applied discipline for optimizing the speed and profitability of high-volume credit and fraud decision processes in many industries, including Telecommunications. Decision-makers’ application of AI models can impact the cost and ease of consumers’ access to vital opportunities. As such, consumers and decision-makers both benefit when decision-makers possess the ability to vouch for the appropriateness and fairness of their AI decision models’ output. The growing complexity of new and powerful AI modeling approaches in recent years has led to the rise of the field of Explainable AI, a research area that focuses on developing techniques to make AI and ML decision-making models interpretable and trustworthy.
This presentation will include a primer on AI and ML in the context of credit and fraud decisions, explainable AI methodologies that enhance model understandability and simplicity without sacrificing predictive power, approaches for making models as predictive as possible while minimizing the potential for unintended bias, as well as TransUnion’s engagement with the broader AI community, including governmental agencies, to promote standards and tools for trustworthy AI.

Vijay Ravichandran (TransUnion) - Manager, Data Science and Analytics

Topic: Utilization and Ethics Surrounding Artificial Intelligence

Session 2: Cox Communication Case Study on Best Practices in Omni-channel Collections
This case study session hosted with Cox Communication will highlight the latest trends and successes in using advanced technology to drive omni-channel collection results. John Craven, Sr. will present how an automated omni-channel communications strategy helps improve the customer experience, lowers operating expenses and drives efficiency. See how implementing omni-channel bill payment preferences via digital channels accelerates self-cure. We will also explore how new analytics and optimization technology tools can help automate and sequence communications by risk segment to deliver the right message at the right time.

John Craven, Sr. (Cox Communication) - Enterprise Director Receivables Management
AJ Travagline (FICO) - Senior Consultant

Topic: Collections

2:15 PM - 2:45 PM
Building an Industry Multifactor Authentication Platform to Prevent Mobile Identify Fraud
As hackers take their social engineering fakes to mobile devices, wireless carriers are prioritizing authentication solutions to protect subscribers from fraudsters targeting their identities and online accounts. Biometrics is an increasingly important part of a multi factor, authentication solution. Because consumers are accustomed to voice communications, using that unique human characteristic to digitally identify someone is a sure-fire way to verify users are who they say they are. This combination of server-side and device-side biometrics makes security stronger.
In this session, ZenKey will share the collaborative effort to build a multifactor identify authentication platform for Verizon, AT&T and T-Mobile subscribers. Additionally, speakers will discuss the latest advancements in voice biometrics applications across channels in the telecommunications industry. Attendees will take away a greater understanding of the benefits of voice biometrics for authentication and how it can be implemented for precise identification within their own industries and organizations.

Simon Marchand, CFE, Adm.A. (Nuance) - Chief Fraud Prevention Officer
Venkat Korvi (Verizon) - Chief Product Officer

Topic: Fraud

2:45 PM - 3:45 PM
Networking: Code Break Challenge
Attendees will be divided into breakout groups for a code break game. The first team to break the most amount of codes correctly will win!

 

March 17th Sessions
(Eastern Time Zone)
1:00 PM - 1:15 PM
Welcome
1:15 PM - 2:15 PM
T-Mobile, Comcast and Cox Panel to Discuss Collection and Churn Strategies During the Pandemic
Balancing collection results and driving increased customer engagement can be tricky. How are you handling ongoing “bill shock” and payment arrangement issues, while balancing first- and third-party collection efforts?  In this panel session, T-Mobile, Comcast and Cox will share their experiences designing and implementing collection programs during the pandemic. What best practices did they use? This panel will also explore data and analytics, segmentation, champion/challenger, and some of the tradeoffs of using human versus virtual agents.

Rebecca Murphy (FICO) - Telecom, Media, and Entertainment Solution Leader
Thuschan Wijesinghe
(T-Mobile) - Director, Data Science/Risk Modeling, BI and Data Eng.
John Craven, Sr. (Cox Communication) - Enterprise Director of Receivables Management Center of Excellence
Sir Guy Epps (Comcast) - Senior Director, Credit and Collections

Topic: Collections

2:15 PM - 2:45 PM
Doing Business in the Digital Era - Let's Get Digital
The pandemic necessitated a shift in business operations and changed customer expectations as people around the globe began working from home. According to the CEO of a large organization, the pandemic has sped up the digitization of his business by five years. Digital solutions are needed to keep businesses operating seamlessly while enhancing the customer experience. This session will include examples of digital solutions from 2020 that allowed businesses to streamline their processes without the need for manual paperwork. These best practices are essential for service providers and applicable to risk management professionals.

Jennifer Ostyn (Equifax) - Senior Vice President Emerging Markets

Topic: Driving Efficiency

2:45 PM - 3:00 PM
Networking: Kahoot! Trivia Break
3:00 PM - 3:15 PM
Break
3:15 PM - 3:45 PM
Breakout Sessions

Session 1: Fighting Fraud in a Digitized Age
In this new digitized age, telecommunication companies are vulnerable to coordinated, networked fraud attacked which contribute to a rapid increase in account opening fraud and account take over. Understanding a consumer’s true digital identity is critical in order to make smarter decisions without impacting the consumer experience for trusted customers.
In this session, a TRMA member company will share a real-world case study on how their organization prioritized making changes to their fraud strategy to better fight fraud in the digital era. They will walk through how they’re combatting fraud risk with a multi-layered defense by combining traditional analytics and fraud scores with digital identity intelligence. By taking this innovative approach, they’ve been able to accelerate conversions, minimize friction, reduce false positives all while detecting and preventing more fraud.

Chris Schneiper (LexisNexis Risk Solutions) - Director, Fraud and Identity
John Stevenson (U.S. Cellular) - Senior Director, Financial Services
Terrence Radl (U.S. Cellular) - Vendor Manager

Topic: Fraud

Session 2: Advanced Analytics for the Speed of Today
How much could you increase growth and profitability with better-performing models and strategies, developed and deployed quickly — and with little to no upfront costs? With risk and collections models experiencing severe disruption, access to the latest data and visibility into your model’s health is now more important than ever. Join us as Experian experts discuss how artificial intelligence and machine learning can speed model development as well as keep decisions transparent and fair, empowering you with adaptable, responsive models, to act quickly and decisively to the latest economic conditions.

Mark Soffietti (Experian) - Analytical Consulting, Senior Manager
Julius Heim (Experian) - Senior Director of Data Science Products

Topic: Credit

3:45 PM - 4:15 PM
Everything You Need to Know about the CFPB's Final Debt Collection Rule
This presentation will break down parts 1 and 2 of the CFPB's final debt collection rule and the impact it will have on both creditors and agencies. We'll also share tools and best practices to optimize customer engagement strategies while mitigating compliance risk.

Jason Queener (LiveVox) - Senior Director of Business Consultation
Mark Mallah (LiveVox) - General Counsel
Joann Needleman (Clark Hill PLC) - Practice Leader and Member, Consumer Financial Services Regulatory & Compliance

Topic: Collections

4:15 PM - 5:15 PM 
Networking: Cyber-Security Escape Room
Attendees will be divided into small breakout groups and will be led through a Virtual Escape Room. With gamification, exciting storylines, and engaging puzzles featuring a conference-wide leaderboard, you won't want to miss this fun, unique, and educational networking opportunity. For a sneak peek, enjoy this informational video.