In this episode, Christina is joined by Steven Epling, a seasoned collection senior leader with nearly two decades of industry experience. Steven's unique journey from teaching English language learning and holding a degree in psychology to becoming a prominent figure in the credit union and collections industry is truly inspiring.

Steven outlines his career path, beginning with his early years at Wells Fargo on the Spanish team and progressing to various managerial roles. Throughout the episode, he shares key insights into the evolution of the collections industry, especially within credit unions, and highlights the increasing importance of a strategy-driven approach.

Steven delves into the pivotal role of collectors, emphasizing their ability to create meaningful connections with members to resolve delinquent loans. He also addresses the growth of technology in collections, discussing the benefits and pitfalls of tools like automated dialers and texting systems. Additionally, Steven stresses the role of metrics and data-driven decision-making in enhancing the effectiveness of collections teams.

Timestamped Overview
00:00 Intro
01:06 Transitioned from banks to credit unions, advanced.
04:38 Enhanced systems, leadership training, value-focused collection processes.
07:35 Analytical mindset enhances effectiveness in credit collections.
11:34 Underused technology can improve customer experiences.
15:12 Diverse financial strategies evolving to meet needs.
17:46 Personal connection enhances account management strategies.