“EVERYTHING ON THE TABLE”

“From Peter Duffy’s General Session- what ideas both orthodox and unorthodox should be considered for stronger financial helath & accelerated growth.

Some Sacred Cows that CUs (and banks) are re-evaluating.

We will welcome your ideas also.”

The AI Trifecta: Synchronizing Member Experience, Staff Empowerment, and Institutional Growth

“As 2026 presents new delinquency challenges, credit union leaders must find a way to scale their recovery efforts without losing the “human touch.” This roundtable is a collaborative session for senior executives to discuss how AI creates a balanced ecosystem for three critical groups. We will focus on:

The Member:
Providing a private and dignified path to repayment through 24/7 self-service options.

The Employee:
Reducing burnout by automating repetitive outreach and allowing staff to focus on complex, high-value member advocacy.

Management:
Protecting the bottom line by lowering the cost to collect and using predictive intelligence to mitigate portfolio risk.

Join Michael Pupil for a candid discussion on the hurdles and successes of AI integration. Bring your perspectives and leave with a practical framework for a more efficient and resilient recovery operation.”

TBD

Digital Collections in Action: Enhancing the Member Experience

In this roundtable, we’ll explore how credit unions can modernize collections through digital-first strategies. We’ll discuss how predictive analytics, conversational agents, and multi-channel self-service (via text, email, voice, and more) can significantly reduce manual effort, increase efficiency, and improve member engagement when combined with a full-service collections system. Erin Ackerman will lead the conversation, sharing real-world challenges and comparing proven approaches. Attendees will walk away with practical ideas for integrating intelligent digital collection tools into their operations.

Driving the Evolution of Collections

Discuss how Temenos is building upon its proven collections solution to meet the future of collection and loss mitigation. This future will be marked by data-driven insight into optimal, personalized strategies, increased automation, and a growing utilization of digital and AI-driven communication tools.

When the Agent Calls Back: Member Experience in AI-Powered Collections

As AI agents become capable of autonomously managing the full collections lifecycle — from early-stage reminders through payment arrangements — credit unions face a fundamental question: how do you preserve the empathetic, member-first ethos that sets you apart from banks when an AI is doing the talking? This roundtable explores where agentic AI excels at meeting members in distress (24/7 availability, zero judgment, consistent tone) and where it risks eroding trust. We’ll discuss real scenarios: should an AI agent have authority to negotiate a hardship plan on the spot? How do members actually feel when they realize they’re speaking with an AI about sensitive financial struggles? And what guardrails should credit unions put in place so automation strengthens — rather than replaces — the human relationship?

Autonomous but Accountable: Compliance and Risk When AI Agents Make Collection Decisions

Agentic AI doesn’t just follow a script — it reasons, adapts, and takes action. That’s powerful for collections, but it also introduces new compliance territory. If an AI agent decides when to escalate, what payment terms to offer, or how frequently to contact a member, who’s responsible when something goes wrong? This roundtable digs into the practical governance challenges: how do you audit an agent that makes thousands of micro-decisions daily? What does FDCPA and Reg F compliance look like when the “collector” is software? How are examiners likely to evaluate AI-driven collection strategies? Attendees will share frameworks for oversight, testing, and documentation that keep agentic AI within regulatory bounds while still unlocking its value.

From Reactive to Predictive: Can Agentic AI Prevent Delinquency Before It Starts?

Traditional collections is reactive — a member misses a payment, then the process begins. Agentic AI opens the door to something fundamentally different: an AI that monitors behavioral signals, proactively reaches out with tailored options, and autonomously orchestrates early interventions before an account ever hits 30 days past due. This roundtable explores whether that vision is realistic today and what it means for credit union operations. We’ll discuss how agentic AI can blend data from transaction patterns, engagement history, and life events to intervene at the right moment — and whether members welcome that proactive outreach or see it as intrusive. What does “collections” even mean when the goal shifts from recovering money to preventing hardship?

Mastering the Art of Preparation – How to Eliminate Audit & Exam Findings

This session delivers a high-impact look at how LAFCU achieved four consecutive years with zero NCUA exam or audit findings in Risk Management and Collections. Paula Nunez, AVP of Risk Management and BSA expert, and Art Sookaziani VP of Risk Management and Collections, will break down the exact framework we use to prepare teams, reverse-engineer findings, strengthen internal controls, and respond strategically to examiner requests.
Attendees will walk away with practical steps to reduce repeat findings, avoid DORs, protect member data, and build a confident, exam-ready culture. This is one of the most valuable sessions at this year’s conference.

Proper handling deceased accounts

Negotiating judgment liens on distressed property

Understanding UCC-1 liens

Symitar Programming for Collections, Lending & Risk

A data-driven session for managers who want to leverage Symitar more effectively.

AI Is Killing SaaS and Usage-Based Pricing. What a 1.5% Cost-to-Collect Model Looks Like

Most financial institutions today pay multiple vendors to collect, collection software, dialers, SMS platforms, email platforms, payment processors, and collection agencies. All charging SaaS fees, usage-based pricing, member fees, set up fees etc. The problem is that these vendors get paid whether money is recovered or not.

AI is changing this model. As AI automates outreach, decisioning, negotiations, and follow-ups, the cost of actually performing collections drops significantly. This enables a new model where organizations no longer pay for software or usage, you pay for outcomes like dollars recovered, accounts resolved, and cash collected.

This roundtable will explore how AI-driven collections can reduce total cost to collect to around 1.5%, how outcome-based pricing changes the vendor relationship, and why the collections function is shifting from a cost center to a low-cost liquidity engine.

Maintaining Customer Relationships

While third-party partnerships can operate behind the scenes, the originating institution remains accountable to the customer experience.

• How do institutions ensure customer relationships remain strong and seamless when loans are participated or serviced through third parties?
• What communication strategies are most effective in maintaining transparency and trust with borrowers?
• How can institutions use participation partnerships to enhance—not dilute—their value proposition to members or customers?

Responsible and Effective Use of AI in Collections and Recovery

“Artificial intelligence is reshaping financial services, but in recovery management the promise of AI has often outpaced its practical impact. Too many solutions emphasize novelty over results, dashboards over decisions, and automation over accountability. Much of the focus has been on reducing cost by replacing human effort with AI agents that automate routine tasks, while far less attention has been paid to how AI can surface deeper analytics, support better decisions, and improve recovery outcomes.

This session explores a more disciplined approach to AI in collections and recovery, one focused on explainability, measurable outcomes, and responsible deployment. We will discuss how organizations can translate AI insights into real operational decisions while maintaining compliance, transparency, and human oversight.

Attendees will learn practical approaches for building next-best-action intelligence that helps recovery leaders decide what to do next and implement change.