What will the future of digital collections look like?

Thursday 24th September 10am-1.30pm

With the Credit & Collections Technology Think Tank event now moving to Wednesday 21st October Credit Connect will be running the Online Collections Technology Think Tank on Thursday 24th September.

The event will feature a number of discussions on what will the future of collections look like living with the pandemic post lockdown.

The event will seek to create an engaging environment with the aim of enabling all participants to learn about the change within collections and the role technology and innovation has to play in the ‘new normal.’

Lenders, creditors and collections specialists will discuss, debate and dissect regulatory and thematic business challenges as a result of the pandemic which has economically impacted household finances but collections processes and strategies.

The Online Think Tank will focus on how collections teams can improve profit and loss using technology. The event will aim to arm attending companies with strategies that can be implemented in their business to enable maximum business returns.

The event will focus on panel discussions across a number of thematic collections issues with the aim of problem-solving and examining how companies can utilise people and technological innovations effectively as we move into a new way of working.


Qualifying Collections professionals include:

Banks, Building Societies, Credit Card providers, Utility companies, Mortgage and Loan companies, High-Cost short Term Lenders, Home Credit providers, Motor Finance providers, Telecoms & Media providers, Debt Purchasers, Debt Collection Agencies, Debt Advice specialists plus other collections professionals.


Latest Agenda:


  • 10.00am: Opening remarks from Credit Connect and Chair: Overview of the main areas in which technology can play a key role in collections efficiency as we all move to a new business model of working. :
  • SPEAKERS: Colin White, Credit Connect, Founding Director and Event Chair:
  • Vanessa Northam, StepChange, Head of Strategic Relationships


  • 10.05am:  Collections Futures – Business Transformation: What will be the impact of business transformation upon a business? How important is business transformation flexibility? The current collections technology landscape, how the wider society is impacting collections. What’s on the horizon and shaping the future of collections.
  • SPEAKERS: Tim Anson, CRS (Credit Resource Solutions), Managing Director
  • Mark Porter, MotoNovo Finance, Head of Collections
  • Sally Nolan, Marston, Director of Business Development


  • 10.55am: Customer Engagement in the digital generation: How can companies maintain values using technology and not lose the human touch.
  • SPEAKERS:  Jonathan Booker, Snap Finance, Head of Field Collections
  • Richard Sharp, Oplo, MD Consumer Division
  • Mark Oppermann, Webio, Sales & Marketing Director


  • 11.45amVulnerable customers and affordability: Assessing affordability. Identifying vulnerable customers, does technology have a role to play?
  • SPEAKERS: Erik Porter, Financial Conduct Authority – Member of the Financial Services Consumer Panel and CEO of Cheddr
  • Charlotte Acutt, Southwark Council,  Head of Income Operations
  • Lietta Pennucci, Intrum, Senior Operations Manager


  • 12.30pm: Open Banking in collections: Is Open Banking the answer to affordability and vulnerable customer solutions?
  • SPEAKERS: Owen Edwards, JN Bank, Head of Collections
  • Matt Whale, Hoist Finance, Digital Performance Manager
  • 1.15pm: closing remarks and question time
  • 1.30pm: Event close


Why collections specialists should register to view this ‘FREE to attend’ event:

      • Educational: Learn from peers and sharing of ideas and take away key industry opinions and learn about new technology
      • Benchmarking: This is a great opportunity for attending companies to evaluate collections strategy and review comparison to their peers 
      • Unique format: our unique format enables participants to network extensively, discuss, debate and dissect topical issues
      • Discover something new: experience new technologies, innovations, and services that are available to help to transform your collections plans, increase productivity and make better decisions 
      • Join the community: expand their network in a new and engaging environment


Call 01622 437014 or email events@credit-connect.co.uk to register your space. Limited attendance

Speakers profiles:

  • Jonathan Booker, Snap Finance, Head of Field Collections. Jonathan has a 20-year leadership experience in the subprime/near-prime arena. Covering Sales, Collections and Operational functions. Currently working with Snap Finance, passionate about customer experience and collections performance and leading the way on innovative digital strategies to maximise collection results.
  • Mark Porter, MotoNovo Finance, Head of Collections. Mark has worked in the financial services industry for 25 years in a variety of Collections roles at firms including TSB, Investec and GE Money. He is currently Head of Collections at MotoNovo Finance, part of Aldermore Bank in the UK and the wider South African First Rand Banking Group. He leads an end to end  Collections function from early arrears through to recoveries and asset disposal.
  • Richard Sharp, Oplo, MD Consumer Division. Richard has held a number of senior roles across the Consumer Lending sector spanning more than 20 years and has vast experience in delivering effective financial solutions within dynamic environments with a customer first attitude. His financial services experience has seen him hold senior roles across large PLC’s including GE Capital, Bank of Ireland, Cattles, Dollar and Everyday Loans.
  • Erik Porter, Financial Conduct Authority – Member of the Financial Services Consumer Panel and CEO of Cheddr. Erik is the Founder and CEO of Cheddr, a training and consultancy business dedicated to promoting positive financial wellbeing for individuals through workshops, webinars, and consultancy.  Prior to founding Cheddr, Erik was the Interim CEO and Head of Workplace & Community Programmes at The Money Charity. Before shifting his focus to financial wellbeing, Erik spent over 20 years in financial services with firms such as Citi and Barclays. The majority of this time was spent working in collection & recoveries as well as fraud and credit operations. Originally from the US, Erik has lived in Germany, the UAE, Russia and now the UK; he has had the opportunity to work in over 40 countries during his career. In addition to his work, Erik is Chair of Fair Money Advice, an East London debt advice charity and is a member of the FCA Financial Services Consumer Panel.  He has also previously worked with Southwark Citizen’s Advice as a Financial Capability Coach.
  • Owen Edwards, JN Bank, Head of Collections. Owen is the Collections Lead for JN Bank Limited; a new digital challenger bank launching in the UK. He began his career as a debt recovery telephone agent and have extensive experience in debt recovery, litigation, credit card and bank collections.  In Owen’s previous role he was a business leader and head of debt management transformation at Leeds Building. Owen has also worked at NewDay.
  • Tim Anson, CRS (Credit Resource Solutions), Managing Director. 
    Tim joined CRS 12 months ago as Strategy Director. He has over 25 years of experience in Financial Services, most recently working as Commercial Director at Provident Financial Group for 11 years. Alongside this, Tim was also a Board Member at the CFA. Tim has worked for multiple FS Businesses, including 11 years at HBOS plc, holding numerous roles including Head of Halifax Mortgages.
  • Matt Whale, Hoist Finance, Digital Performance Manager. After spending nearly a decade working for global IT giant Fujitsu, primarily involved in projects focussed on application development and digital innovation Matt joined Hoist Finance in July 2018. My current role sees Matt tasked with ensuring that his company leads the way in terms of our digital offering, constantly looking at how he can enhance the online customer journey and optimise all technologies available to us. All the time focussed on driving greater efficiencies internally and an always improving and evolving customer experience externally.
  • Charlotte Acutt, Southwark Council,  Head of Income Operations. Charlotte has over 20 years’ experience of working in Local Government Revenues across two London Boroughs. In her current role as Income Operations Manager at Southwark Council she in responsible for the collection of various income streams. She has managed the creation of an in-house enforcement agent function and the implementation of a managed single view of debt across all areas in her current remit. Charlotte is the current vice president of the London and Home Counties Association of the IRRV and a member of the London Revenues Group executive committee.
  • Lietta Pennucci, Intrum, Senior Operations Manager. As Senior Operations Manager at Intrum, Lietta is responsible for the key operational support departments and driving performance in first-line quality assurance, customer care, online customer support and central support services. Lietta joined Intrum in 2013 as a front-line Customer Support Representative and has since held a number of roles within operational areas of the business including collections, quality assurance and compliance. After holding a number of operational management roles and undertaking a secondment to Intrum Ireland, she was fast-tracked into a senior management position.
  • Vanessa Northam, StepChange, Head of Strategic Relationships. Vanessa is Head of Strategic Relationships at StepChange, having joined from Open Banking pioneers the OpenWrks Group. She has an extensive background in developing solutions between organisations and vulnerable customers. At OpenWrks she was Head of External Affairs for Tully, the UK’s first digital debt advice organisation to utilise open banking, and led on ensuring the service and solution worked for the needs of vulnerable customers. Prior to this, she lead E.ON’s UK vulnerable customer programme, as well as roles within EDF Energy, Capital One Bank, and a year in consultancy advising organisations across the financial services and utility sectors on the needs of vulnerable customers. She’s a firm believer in the role technology can place in helping all consumers access services and help, earlier and easier when faced with difficult financial situations.
  • Sally Nolan, Marston, Director of Business Development. Sally is Business Development Director at Marston Holdings. She is responsible for the credit, debt collection and recoveries aspect of the group, whilst incorporating 10 years of credit insurance knowledge and experience.
  • Mark Oppermann, Webio, Sales & Marketing Director. Mark is passionate about understanding the key business drivers before introducing any technology, as this allows for a wider enterprise appreciation for the best solution needed to deliver maximum value to the business and customers. With over 20 years’ experience in delivering transformational customer-engagement solutions his projects have won several industry awards.

Partners and sponsors:



CRS – Collections solutions that work. A market-leading collections agency offering a full suite of outsourced services with an approach that sets a new standard in customer engagement and rehabilitation.



Webio supercharges customer engagement and collections using conversational AI to automate and blend chatbots and live agents to manage customer conversations in messaging channels.  We improve your liquidity by making difficult customer conversations easy.


Intrum is the industry-leading provider of ethical Credit Management Services including debt purchase and white label early arrears servicing.




Call 01622 437014 for details on sponsorship opportunities at the next event or email: colin.white@credit-connect.co.uk

SPEAKER OPPORTUNITIES: If you would be interested in joining an event panel please call 01622 437014 or email: events@credit-connect.co.uk


Attendee Rates:

*The event will be free to attend for qualifying collections professionals. There will be a limited amount of tickets set aside for suppliers. The rate for suppliers will be £99+VAT. Qualifying collections professional status will be confirmed by Credit Connect based upon the company sector, current company and job title status.
Please note the event attendee list is limited in numbers so book early to ensure your place.