In this episode, Christina is joined by Larry Chapman, the Director of Collections and Loan Support at Tennessee Valley Federal Credit Union. With over 20 years of experience, Larry shares his journey from the beginnings in the banking industry at BB&T and Truist to his current role at the credit union.

Larry dives deep into the importance of guiding customers back to financial stability, especially those in vulnerable situations. He explains the nuanced differences between working with big bank clients versus credit union members, emphasizing a personalized, compassionate approach. The discussion also covers practical strategies, including detailed personalized interviews, tracking financial well-being, and the crucial role of early communication.

Larry offers insights into the technologies utilized by Tennessee Valley Federal Credit Union, hinting at the potential future integration of AI to handle mundane tasks, thereby allowing his team more engagement with the members. The conversation underscores how collections can serve as an opportunity to build brand loyalty by fostering positive, supportive interactions, even in challenging financial times.

Timestamped Overview:
00:00 Started in banking, collecting loans, learning processes.
04:46 Process starts with member contacting customer service.
08:22 Helping members financially improves community well-being.
10:34 Strive for a soft, enthusiastic, non-threatening approach.
12:41 Communicate, monitor, assist members through core systems.