Banco Popular de Puerto Rico

Ray is Executive Vice President and Head of Citizens Bank’s Consumer Lending Debt Management division where he has executive responsibility for all collection and recovery efforts for Citizens’ consumer and business banking portfolios, including strategy development, analytics, infrastructure and operational activities. Ray has nearly 20 years of diverse business management experience in financial services.

John is responsible for the strategic evolution and delivery of product features and functionality within the company�s cloud-based platforms - SoundBite Engage� for multi-channel communications and SoundBite Insight for preference management. He frequently participates in regulatory discussions which impact our clients including lobbying efforts with the ACA. He was recently awarded the 2010 President�s Award by the Telecommunications Risk Management Association (TRMA) for his role on a Regulatory Panel � the most highly evaluated session of 2010. John has been working in the customer communications space for over 15 years, including a senior position at Nuance Communications.

Marcelo A. Aita is President and CEO for the NCB group of companies. NCB Management Services, Inc. is a national accounts receivable management company providing call center solutions to major financial institutions, commercial clients, debt buyers, and private schools since 1994. Prior to joining NCB in 2008, Marcelo held various finance and operations positions over 17 years at HSBC. In his last position at HSBC, as national director � call center operations for HSBC Card Services, North America, his responsibilities included managing customer service, sales, retention, and collection functions for the bankcard business. The call center operations group included nearly 8,000 employees across six call centers in the USA and six call centers in India, the Philippines, Malaysia, and Mexico. Marcelo and his senior team focused on people and performance management, employee engagement and satisfaction, customer experience, and developing future leaders.Marcelo joined HSBC through the Household International acquisition. He started with Household Canada in 1991 responsible for branch accounting � consumer finance. In 1995, he was named controller for Merchant Retail Services Limited, the Canadian private label credit card unit. Two years later, he relocated to Chesapeake, Virginia USA as performance engineer for Household Credit Card Services. In 1998, Marcelo was appointed financial analysis manager, risk control in Las Vegas, Nevada. He was promoted to director, collection services, in 2000 and then group director, risk control in 2002 where he managed their call center in Sioux Falls, South Dakota. In January 2004 he became group director, HSBC Global Resourcing North America, and was responsible for the strategic guidance and tactical execution involved in outsourcing functions on an international basis. In June 2005 he was appointed group director, customer care and sales. He moved into his last role with HSBC as national director, call center operations in August 2006.Marcelo obtained his bachelor's degree in Honours Chartered Accountancy Studies from the University of Waterloo, Canada. He became a Certified Management Accountant in 1995. Marcelo maintains his membership in the Society of Management Accountants of Ontario.

Don joined PRA in 2003, and serves as its Vice President, Government Relations. Don began his career in private law practice in 1989 and has previous experience in the in-house legal role, as General Counsel of Air-A-Plane Corporation from 1996 to 2000. Don’s duties with PRA have primarily involved general business law, business organizations and corporate transactions. He currently concentrates on government relations and public policy matters, legislation, and administrative law. Don is a member of the Board of the Virginia Chamber of Commerce Political Action Committee, the Federal Legislative Committee of DBA International, the Asset Buyers Division Committee of ACA International, and the Board of the Virginia Collectors Association.Don received his law degree from the College of William and Mary in 1989, and a B.A. from Mary Washington College in 1986. Don lives in Virginia Beach, Virginia.

Mr. Casey has been CEO for Teleperformance ARM since 2007. Prior leadership roles within Teleperformance USA include Chief Operating Officer (1998-2007) and President of Client Services (1992-1998). He has been in the call center industry since 1984 with expertise in debt collection, inbound/outbound sales, customer services and technical support lines of business. Mr. Casey has a B.S. degree from Western Illinois University and a M.B.A. degree from Northwestern University.

Michael Flock has been involved with the credit, collections and outsourcing industries at senior levels for many years, beginning with Dun & Bradstreet and more recently as a financial advisor, investment banker, and fund manager.Michael is currently Managing Director of Flock Advisors, an M&A Advisory firm for the collections, debt buying, and outsourcing industries which he founded in 2007. In 2009, he launched the Falcon Fund to finance the purchase of debt portfolios for middle market debt buyers.Prior to 2007, Michael was an advisor to Croft & Bender, a middle market investment bank based in Atlanta. Previously, he provided M&A advisory support to private equity firms, helped companies reengineer their operations, and led a successful recapitalization of a consumer collections agency where he was interim CEO.From 1993 to 2000, Michael was President of Dun & Bradstreet’s Receivables Management Services subsidiary in North America. At D&B, Michael engineered a major turnaround of this division, achieving dramatic growth in revenue and profitability through broadening the product offering, improving customer focus and developing better electronic linkages with customers. (This division was subsequently spun off as RMS and is now the largest commercial receivables management company in the world.) From 1997 to 2000, Michael added the presidency of D&B’s companies in Canada, Asia-Pacific and Latin America to his responsibilities. He substantially improved profitability in these markets by transforming the business model to one based on partnerships, improved data quality and expanded product lines.Michael began his career in 1976 as a sales representative and later International Account Manager in IBM’s large account division, where he was a sales leader. From IBM Michael moved to AT&T in the business communications systems division, where he held a variety of executive sales and marketing management positions.Michael grew up in Illinois and Connecticut. He attended the University of Virginia as an Echols Scholar and graduated Phi Beta Kappa with a BA in History in 1973. During his college years, he served as a White House Intern. Later he worked as a Fulbright Teaching Assistant in France and also did graduate work at the Institut d’Etudes de Sciences-Politiques in Paris. He received an MBA in finance from Fordham University in 1982.Michael is sought out as a commentator on the credit, collections and debt buying industries, and often speaks at industry events.