In this episode, Christina is joined by Matt Stegall, the Assistant Vice President of Credit Resolution and Recovery at Vantage Credit Union. With nearly 20 years in the collections and operations industry, Matt shares his journey from interning in the remarketing department of a large auto finance company to his current longstanding role at Vantage Credit Union.

Matt delves into the nuances of relationship building within the credit union space, highlighting the personalized approach and member-centric strategies that distinguish credit unions from larger financial institutions. The conversation covers the evolution of collections, noting the shift to a softer, more empathetic approach, and the increasing importance of technology in facilitating seamless member interactions.

Matt discusses the significance of aligning organizational strategies from front office to back office, ensuring a unified approach to member care. He also emphasizes the need for a multi-channel communication strategy that includes phone, email, text, and apps to meet diverse member preferences.