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Technology & Remote Work Issues Seminar consists of three in-depth 50-minute sessions with content and conversations geared towards mid to executive level servicing and legal professionals.
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- Schedule At-A-Glance
- Session 1 Content
- Session 2 Content
- Session 3 Content
- Content Leaders
Time |
Session |
12:00 PM - 1:00 PM CT |
Welcome + Logistics Session 1 |
1:00 PM - 2:00 PM CT |
10-min Brain Break Session 2 |
2:00 PM - 3:00 PM CT |
10-min Brain Break Session 3 |
Wednesday, April 14 at 12:10 PM CT
The U-niverse: Technology & The Future of the Virtual Office
Gravity: Keeping your Universe Intact
Session Focus: The Remote Work Environment
Session Description: Is it new or just an expansion of the same? How does this differ from having direct reports in multiple office locations compared with direct reports in multiple home locations? In this session, we will examine what remote work means, both fully remote as well as hybrid models. We’ll also look at how productivity and quality standards should be the assessments of someone’s work as opposed to visibility in the office environment. Also, are some more productive in a remote environment? We will look at how the physical environments impact productivity, as well as a person’s personality and how best to maximize their potential. Finally, we’ll examine how policies and procedures are a key component of any remote work program to ensure its success.
Content Leaders:
Presentation Outline:
The U-niverse: Technology & The Future of the Virtual Office
Gravity: Keeping your Universe Intact
Session Focus: The Remote Work Environment
Session Description: Is it new or just an expansion of the same? How does this differ from having direct reports in multiple office locations compared with direct reports in multiple home locations? In this session, we will examine what remote work means, both fully remote as well as hybrid models. We’ll also look at how productivity and quality standards should be the assessments of someone’s work as opposed to visibility in the office environment. Also, are some more productive in a remote environment? We will look at how the physical environments impact productivity, as well as a person’s personality and how best to maximize their potential. Finally, we’ll examine how policies and procedures are a key component of any remote work program to ensure its success.
Content Leaders:
- James Clarke, Orlans PC
- Debbie Foster, Affinity Consulting Group
- Courtney Thompson, Flagstar Bank, FSB
- Ben Milgram, Quicken Loans
Presentation Outline:
- Remote Work Models
- Fully remote
- Hybrid model – combination of work at home and work in office
- Considerations – dedicated in-office workspace or desk share (hoteling)
- Benefits of Remote Work – Savings for both employee/employer
- Less distraction
- No commute – savings: fuel, auto wear/tear, parking costs, bus/rail/metro costs
- Smaller office footprint
- More time for work/life balance
- Greater productivity
- Greater ability for flexible work schedules
- Increase employee retention
- Needs for a Successful Remote Work Program
- Correct IT infrastructure – information security and controls
- VPN
- Bandwidth
- Software – security application
- Cloud hosting
- Hardware needs
- Remote printing
- Video capability
- Laptop/Tablet
- Second monitor
- Mobile device
- Satisfactory work environment at home
- Ergonomically correct workstation
- Lack of interference from home distractions (i.e., ability to isolate)
- Childcare
- Maintaining confidentiality
- Policies & Procedures
- Remote Worker Policy
- Work site inspection/audit
- Clean desk
- PII
- Work related accidents/injuries
- Cameras/Screen captures
- Working in public
- Document storage & handling
- Time management – overtime
- Management of Remote Workers
- Productivity Metrics
- Knowing what to measure
- Having production expectations
- Productivity Metrics
- Office supplies/expenses
- Connectivity – phone/internet
- Printer costs
- Power consumption
- IRS concerns
- Personality Profiles – Crafting the right remote work environment based on personality type
- Correct IT infrastructure – information security and controls
- Creating/maintaining office culture
Wednesday, April 14 at 1:10 PM CT
The U-niverse: Technology & The Future of the Virtual Office
T-minus 10: Final Audit Preparations Before Liftoff
Session Focus: Audit Standards for Remote Employment
Session Description: In a “remote” world where the exception has become the new normal, the “Audit Standards” session is designed to look at compliance, legal, and regulatory concepts and concerns associated with remote employee best practices and client/servicer requirements/preferences, including a discussion about supporting documentary evidence for these standards and controls.
Content Leaders:
Presentation Outline:
The U-niverse: Technology & The Future of the Virtual Office
T-minus 10: Final Audit Preparations Before Liftoff
Session Focus: Audit Standards for Remote Employment
Session Description: In a “remote” world where the exception has become the new normal, the “Audit Standards” session is designed to look at compliance, legal, and regulatory concepts and concerns associated with remote employee best practices and client/servicer requirements/preferences, including a discussion about supporting documentary evidence for these standards and controls.
Content Leaders:
- Judy Newberry, Aldridge Pite, LLP
- Beth Northrop-Day, U.S. Bank
- Jay Isenberg, U.S. Bancorp
- Kory Anderson, Mr. Cooper
Presentation Outline:
- Best Practices for Remote Workforce Policies
- Security and confidentiality shall be maintained at the same level
- Clean Desk/Clear Screen
- Secure all PII
- No unauthorized software or listening devices
- Performance expectations
- Working hours/dependent care
- Use authorized equipment for intended purposes
- No unauthorized remote printing
- Policy Enforcement/Right of Inspection
- Remote work is not guaranteed: “Management reserves the right to require employees to report to the traditional worksite based on operational requirements.”
- Right of inspection: “Management has the expressed right to inspect the remote work location, with proper notice, to ensure employees are adhering to policies and guidelines.”
- Security and confidentiality shall be maintained at the same level
- Compliance Audits of Remote Employees
- Updating internal policies to protect PII when deploying remote workforce
- Printing and document destruction
- Right of remote inspection
- Expectations for working remotely
- Guidelines for creating a safe and secure workspace
- Updating internal policies to protect PII when deploying remote workforce
- Best Practices for Virtual Compliance Audits Between Clients & Vendors
- Benefits of virtual audits
- Reduced costs
- Efficient use of time
- Impact on servicer/vendor relationship?
- Best practices of virtual audits
- Pre-audit meetings
- Pre-approve/test the technology
- 30-day due diligence period
- Internal communication tools
- Pre-recorded office physical security tour
- Pre-recorded security tours
- Location of security cameras
- Organization-specific items
- Secure entrance to offices/suites
- Employee and visitor sign-in process
- Benefits of virtual audits
Wednesday, April 14 at 2:10 PM CT
The U-niverse: Technology & The Future of the Virtual Office
Houston, Uhhh, We've Had...No Problem
Session Focus: Office Technology & Operations
Session Description: Join USFN in our discussion of these technology and employment challenges as we ponder the future of technology in our industry, highlight positives and negatives relating to these changes, and identify possible solutions offered by our associate members.
Content Leader:
Featured Solution Providers:
Presentation Outline:
The U-niverse: Technology & The Future of the Virtual Office
Houston, Uhhh, We've Had...No Problem
Session Focus: Office Technology & Operations
Session Description: Join USFN in our discussion of these technology and employment challenges as we ponder the future of technology in our industry, highlight positives and negatives relating to these changes, and identify possible solutions offered by our associate members.
Content Leader:
Featured Solution Providers:
- George Fitzgerald, Black Knight
- Tricia Osgood, CaseMax
- Matt Massa, Firefly Legal, Inc
- Dana Davis, Firefly Legal, Inc
- Holly Baya, iMailTracking
- Melissa McCabe, NetDirector
- Allen Smith, NetDirector
Presentation Outline:
- Introduction and session overview
- What problems are members/servicers facing?
- Staffing
- Billing
- Productivity Oversight
- System Access
- What problems are members/servicers facing?
- Interview with NetDirector
- Data and Document Transfers – Bringing together case management systems to securely share documents and data
- Legal Requirements Assistance – Automated searches through Bankruptcy filings and SCRA records
- Reducing Time and Compliance Costs – Cutting down staffing requirements and costs around compliance
- Interview with Firefly Legal, Inc
- Staying Connected – making things easier for clients with remote employees and tips to stay connected as a company
- Secure Systems Connections – sharing data for private service for lawsuits
- E-Filing – ease of updating e-filing court records where applicable
- Interview with CaseMax
- Reporting Capability – Customizing reports to measure workloads
- Managing Productivity of Staff – Setting productivity goals and monitoring
- Systems Integration – Getting all the platforms an operation uses to talk to a central operations program
- Office Culture – Ideas on how to create, foster, and maintain your office culture for your employees
- Interview with iMailTracking
- Staffing Assistance – Identifying a portion of your operation to lift out during a period of employment challenges
- Maintaining Records for Billing – Creating reports to track costs as well as billing backup for reimbursement
- Flexible Engagement – No contract offerings allowing you to scale up or down as needed
- Interview with BlackKnight
- Secure Data and Document Retention – Secure online access to documents and data required for legal actions
- Increased Communication and Data Tracking – Ability to create customized processes and communication lines to best fit a client’s needs
- Reporting – Customized reporting to track data points of interest
- Breakout rooms for Associate Members
- Ask direct questions or get more information
- Open forum from audience
- What problems are we facing that haven’t been covered yet?
- Crowdsource solutions from attendees
- Wrap up
PRESENTERS
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James Clarke, Orlans PC
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Kory Anderson, Mr. Cooper
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Debbie Foster, Affinity Consulting Group
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George Fitzgerald, Black Knight, Inc
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Judy Newberry, Aldridge Pite, LLP
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Tricia Osgood, CaseMax
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Ben Paden, Doyle & Foutty, PC
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Matt Massa, Firefly Legal, Inc
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Courtney Thompson, Flagstar Bank, FSB
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Dana Davis, Firefly Legal, Inc
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Beth Northrop-Day, U.S. Bank
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Holly Baya, iMailTracking
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Jay Isenberg, U.S. Bancorp
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Melissa McCabe, NetDirector
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Ben Milgram, Quicken Loans
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Allen Smith, NetDirector
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PLANNING COMMITTEE
Our thanks and appreciation to the USFN member volunteers that help bring this all-new Issues seminar to life!
- James Clarke, Orlans PC
- Lisa Lee, KML Law Group PC
- Judy Newberry, Aldridge Pite, LLP
- Doug Oliver, McCalla Raymer Leibert Pierce, LLC
- Ben Paden, Doyle & Foutty, PC
- Debbie Foster, Affinity Consulting Group
STANDARD POLICIES
Communication
USFN seminars are created to foster open and candid communication between mortgage service industry professionals, USFN member attorneys and associate members. In order to retain the security, integrity and purpose of the sessions, USFN maintains the following policies:
Content Disclaimer
All content, presentations, handouts, emails, website content, mobile app content, etc. provided by USFN in its publications, in connection with USFN events and otherwise (“Content”) is for educational purposes only, and should not be considered legal advice or a legal opinion. Every matter is different and poses a unique set of facts and circumstances. Legal advice can only be provided after analysis of all the facts and circumstances of a particular matter. In addition, all Content is current only through the date it is provided, and may change after that date due to changes in the law, custom, industry standards or best practices. We suggest that you consult with your USFN local counsel if you wish to retain a firm to provide legal advice on a particular issue or matter. Please do not hesitate to contact USFN for contact information for our firms for that purpose.
Attendee Contact Information
By registering for this event, I authorize my name, title and organization name to appear on event registration lists and in the mobile app that is available to USFN members and event attendees. I understand that I have the option to update my mobile app profile and make visible to fellow event attendees my photo, phone number, email address and/or mailing address if I so choose.
Payment
Registrations will not be processed without full payment. Payment online must be made by major credit card only.
Cancellations/Refunds
All requests for cancellations/refunds must be made in writing to [email protected] by 5 p.m. CT on April 13, 2021. Cancellations received on/prior to April 13, 2021, will receive a full refund minus a 10%/$100 administrative fee, whichever is greater in the manner originally paid. After April 13, 2021, no refunds will be granted. USFN regrets that refunds will not be given for no-shows. Exceptions for extraordinary events (e.g., medical emergencies) must be submitted in writing to [email protected] by the registrant with appropriate documentation.
Substitutions
Substituting a colleague within the same organization is gladly accepted at no charge. All requests for registration substitutions must be made in writing to [email protected] by 10 a.m. CT on April 13, 2021. Only one substitution is permitted per original registrant. The individual submitting the substitution request is responsible for all financial obligations (any balance due) associated with that substitution. Badge sharing (two people attending an event using only one registration), badge splitting (one registration being split by two people; commonly one attending in the morning and the other attending in the afternoon), and badge reprints are strictly prohibited.
CLE
USFN will NOT apply for CLE for this seminar.
Questions
If you have any questions and/or concerns regarding any of the above mentioned Event Policies, please contact the USFN Registration Team via email at [email protected].
USFN seminars are created to foster open and candid communication between mortgage service industry professionals, USFN member attorneys and associate members. In order to retain the security, integrity and purpose of the sessions, USFN maintains the following policies:
- Audio and/or videotaping of any part of the seminar series is prohibited.
- Members of the media are not permitted to attend.
Content Disclaimer
All content, presentations, handouts, emails, website content, mobile app content, etc. provided by USFN in its publications, in connection with USFN events and otherwise (“Content”) is for educational purposes only, and should not be considered legal advice or a legal opinion. Every matter is different and poses a unique set of facts and circumstances. Legal advice can only be provided after analysis of all the facts and circumstances of a particular matter. In addition, all Content is current only through the date it is provided, and may change after that date due to changes in the law, custom, industry standards or best practices. We suggest that you consult with your USFN local counsel if you wish to retain a firm to provide legal advice on a particular issue or matter. Please do not hesitate to contact USFN for contact information for our firms for that purpose.
Attendee Contact Information
By registering for this event, I authorize my name, title and organization name to appear on event registration lists and in the mobile app that is available to USFN members and event attendees. I understand that I have the option to update my mobile app profile and make visible to fellow event attendees my photo, phone number, email address and/or mailing address if I so choose.
Payment
Registrations will not be processed without full payment. Payment online must be made by major credit card only.
Cancellations/Refunds
All requests for cancellations/refunds must be made in writing to [email protected] by 5 p.m. CT on April 13, 2021. Cancellations received on/prior to April 13, 2021, will receive a full refund minus a 10%/$100 administrative fee, whichever is greater in the manner originally paid. After April 13, 2021, no refunds will be granted. USFN regrets that refunds will not be given for no-shows. Exceptions for extraordinary events (e.g., medical emergencies) must be submitted in writing to [email protected] by the registrant with appropriate documentation.
Substitutions
Substituting a colleague within the same organization is gladly accepted at no charge. All requests for registration substitutions must be made in writing to [email protected] by 10 a.m. CT on April 13, 2021. Only one substitution is permitted per original registrant. The individual submitting the substitution request is responsible for all financial obligations (any balance due) associated with that substitution. Badge sharing (two people attending an event using only one registration), badge splitting (one registration being split by two people; commonly one attending in the morning and the other attending in the afternoon), and badge reprints are strictly prohibited.
CLE
USFN will NOT apply for CLE for this seminar.
Questions
If you have any questions and/or concerns regarding any of the above mentioned Event Policies, please contact the USFN Registration Team via email at [email protected].
