Today, Christina has a captivating conversation with Monique Cyrus, a highly experienced collection consultant with a rich background in finance and customer service. Monique's impressive career journey includes a role as a senior finance specialist at BCG and her current position as a regional business manager, where she specializes in educating professionals on best collection practices. Throughout the episode, Monique underscores the paramount importance of exceptional customer service in the...
Jul 01, 2025•17 min
In this episode, Christina is joined by Erica Lannan, the Director of Revenue Cycle Management at Jerns Healthcare. With over 17 years in the healthcare industry and 15 years in leadership roles, Erica shares her journey from starting as a financial assistant to becoming a leading expert specializing in revenue cycle management and customer success. As the Director of her team, she discusses comprehensive strategies utilized across the revenue cycle, from initial contact and credit review to bil...
Feb 18, 2025•14 min
In this episode, Christina is joined by Asia Edwards, the Senior Director of Loan Servicing at NFF, a national community development financial institution (CDFI). With a rich career spanning notable roles at Fortune 500 banks, smaller community banks, and even local government services, Asia brings valuable insights into the collection and loan servicing industry. Asia takes us on her journey from starting as an in-house collections representative at Bank of America to her current leadership rol...
Feb 04, 2025•16 min
In this episode, Christina is joined by Deana Reynolds, the Director of Credit at EDGES Electrical Group. Deana brings nearly two decades of experience in the credit industry, following a fascinating career transition from a U.S. Air Force pilot to a senior credit leader. Deana shares her unconventional journey into the credit industry, starting from bookkeeping and accounting roles to discovering her passion for credit management. She opens up about her early career experiences, emphasizing the...
Jan 21, 2025•15 min
In this episode, Christina is joined by Nick Wallpe, the Director of Credit and Collections at TACT Food Services division. With over two decades of experience in the B2B collections industry, Nick shares his journey from a collection analyst to his current directorial role, highlighting his extensive background and expertise. Nick delves into the topic of customer centricity within collections, emphasizing the importance of communication and flexibility in meeting customer needs. He discusses t...
Jan 07, 2025•11 min
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...
Dec 17, 2024•20 min
In this episode, Christina is joined by Eric Madison, the Director of Billing and AR Services at VSP Vision. With extensive experience spanning over 15 years in the financial services industry, Eric brings a unique perspective drawn from his collegiate and professional sports background. Eric delves into his journey from being a professional baseball player to leading AR and collections teams at VSP Vision. He highlights the parallels between sports and business, emphasizing the importance of st...
Dec 03, 2024•16 min
In this episode, Christina is joined by Ryan Farmer, the Director of Cash, Credit Management, and Collections for Vesta Services LLC. With a robust career spanning 25 years in finance, Ryan leads his team to enhance customer experience while effectively driving cash flow. He also contributes his expertise to the NACM National Board of Directors. Ryan shares his journey from starting as a credit manager at a restaurant supply company to handling large-scale credit and collections operations at Ve...
Nov 12, 2024•20 min
In this episode, Christina is joined by Jennifer Wangler Anderson, the Managing Director of Credit and Collections at Lighthouse Lab Services. With a unique background combining a nursing career and a business degree from the University of Glasgow, Jennifer shares her remarkable journey to the top of her field. Jennifer delves into the ever-evolving landscape of the credit and collections industry, highlighting the transition from manual processes to technology-driven strategies. She emphasizes ...
Oct 29, 2024•13 min
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...
Oct 15, 2024•14 min
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 ...
Oct 01, 2024•15 min
In this episode, Christina is joined by Michelle Stur, the RCM Director of Collections for Emerita. Michelle’s journey began at Regis University where she graduated premed, followed by a decade-long career in the revenue cycle management industry. After owning her own medical billing and coding business, she transitioned to the corporate sector in 2020 and is currently pursuing her MBA. Michelle delves into the unique strategies her team employs to manage collections, especially for hyper-vulner...
Sep 17, 2024•14 min
In this episode, Christina is joined by Ed Bray, the Head of Collections and Recovery Strategy for Citizens Bank. With over 20 years in the industry and a degree in finance from the University of Tennessee, Ed shares his extensive experience and insights into evolving traditional banking practices. Ed delves into his career journey, from starting in customer-facing roles at MBNA to leading strategy at Citizens Bank, particularly during its IPO preparations. He provides a unique perspective on th...
Sep 03, 2024•16 min
In this episode, Christina is joined by Mitch DeCoeur, President and CEO of ONR Utilities Employees Federal Credit Union. Mitch began his career in the credit union space in 1999 and has held various positions across different credit unions, including Hudson Valley Federal Credit Union and Heritage Financial Credit Union. Mitch shares his journey from a member service representative to becoming a CEO. He delves into the vital role of relationship building in fostering brand loyalty and enhancing...
Aug 20, 2024•17 min
In this episode, Christina is joined by Robert Michael, Senior Director of Credit and Collections Executive at Robert Half with over 25 years of experience in the industry. Starting his career in a family business and transitioning into a third-party collection agency, Robert has climbed the corporate ladder and established himself at Robert Half, an industry-leading talent solutions firm. Robert delves into his journey, sharing how his role has evolved and highlighting the significance of build...
Aug 06, 2024•15 min
In this episode, Cristina speaks with John Roy, AVP of Collections and Risk Mitigation at Connex Credit Union, about safeguarding members from fraud and managing delinquency. John explains how criminals exploit loopholes, prompting credit unions to use risk scales and hold checks to prevent fraud. He stresses the importance of these measures, despite potential inconveniences to members. John describes his team's approach to handling difficult financial conversations with members. Their method is...
Jul 24, 2024•19 min
In this episode, Cristina is joined by Robert Fagan, the Vice President of Collections and Customer Service at Eastern Funding. With an impressive career spanning over 36 years in the industry, Robert shares his unique journey from a mailroom position to his current executive role, underscoring his extensive experience and dedication. Robert delves into the dual nature of his role, balancing the responsibilities of customer service with the rigors of collections. He discusses how these two areas...
Jul 09, 2024•13 min
In this episode, Cristina is joined by Dave Hanrahan, founder of Kredit. Dave's journey into the collections industry began unexpectedly, transitioning from an investment banking background where he advised numerous global technology companies on equity, debt capital raises, and mergers. His curiosity led him to explore the intricacies of debt settlement and eventually, founding Kredit in 2020. Dave delves into the essence of omnichannel communication, emphasizing its significance in creating a ...
Jun 25, 2024•20 min
In this episode, Christina is joined by Maggie Madden, the Director of Credit and Collections for TrueLight Glass and Aluminum. With over 20 years of experience in accounts receivable, credit, and collections, Maggie recounts her unique career path which began as a secretary and evolved through the recognition of her potential by a CFO. Maggie delves into her specialized approach to reducing past due balances within TrueLight. Central to her strategy is the emphasis on relationship building betw...
Jun 11, 2024•13 min
In today's episode, Christina is joined by Daniel Thebus, Senior Business Operations Manager at DISH Network. With over 10 years of experience in the collections business, Daniel shares how he initially fell into the telecommunications industry and transitioned into the collection space at DISH. The conversation delves into the shift in focus on customer-centricity during the collections process and how regulations and compassion have played significant roles in meeting customers where they are ...
Apr 09, 2024•14 min
In this episode, Christina sits down with Emma Reynolds, a UK account manager for TCN, who brings nearly a decade of experience in the debt collection industry. Emma shares her journey from starting as a debt collector to now helping TCN sell the same cloud-based dialer system she used in her first collections role. The conversation delves into the benefits of equipping a collection organization with proper technology, drawing from Emma's firsthand experience. She emphasizes the productivity boo...
Mar 26, 2024•13 min
In this episode of Collecting Thoughts, host Christina is joined by Sean Delaney, the Senior Credit and Risk Manager at McCormick, who brings 20 years of experience in the industry. Sean discusses his unexpected entry into the collections industry and how it has evolved, highlighting the significant changes in technology and regulations. He provides insights into the impact of data-driven decision-making on collection strategies and shares examples of how the role of credit risk managers has tra...
Mar 12, 2024•13 min
In this episode, Christina welcomes Eric Ferguson, a seasoned industry expert with over 30 years of experience in the collections and finance sector and Global Banking Executive. Eric's journey in collections began when he started as a collector at Whirlpool in 1989, later transitioning to various roles at Bank of America, where he focused on analytics and marketing programs. His experience spans across major banks, including Discover Card and Standard Chartered Bank, and he has managed teams wi...
Feb 27, 2024•20 min
In this episode, Christina is joined by Benoit Dall'alba, the Global Director of Collections at Talend. With nearly a decade of experience in the collections industry, Benoit shares his unique transition from a jurist with two master's degrees in international law to his current role. As the Director of a collections team, he discusses his customer-centric approach, focusing on understanding and addressing clients' needs proactively. The discussion expands to explore the integration of this etho...
Nov 28, 2023•19 min
Today, Christina has Chris Petrewski on the show, a prominent figure in the collections industry with a rich history in the sector. Chris Petrewski has spent over two decades in the collections industry, demonstrating expertise in debt recovery, compliance, and customer relations. With a degree in Business Management, he started his career as a collections agent and steadily climbed the ranks, eventually founding his own successful collections agency. Chris shared his expertise on the evolving l...
Nov 14, 2023•15 min
In this episode, Christina is joined by Megan Bird, Senior Manager of Credit and Collections at Paycor. Megan's career, spanning roles at Fifth Third Bank, Booking.com, and Paycor, serves as a unique backdrop for an insightful discussion on debt collection. The conversation touches on several critical topics, starting with debunking prevalent social myths about the collections industry. Megan emphasizes the importance of empathy and a customer-centric approach, challenging the stereotype of aggr...
Oct 17, 2023•10 min
Today, Christina delves into the world of collections within the construction industry with guest Helen Leonard, Director of Accounts Receivable and Collections at Acco Engineered Systems. Helen brings over two decades of invaluable experience in billing and collections, making her a true expert in the field. Previously working at a small corporate piping company, she wore many hats, including billing, collections, and permits. It was a friend who saw her potential and convinced her to send in h...
Oct 03, 2023•15 min
In today’s episode, Christina talks to Carrie Coker Aivaliotis, Senior Director for Market Planning at LexisNexis Risk Solutions. Carrie is a multi-functional leader with a 25-year track record in consumer data services, developing and expanding industry access, partnerships, and strategies. Her specialties include extensive credit bureau experience in a resell environment, from back-office operations to executive negotiation. Today, they discuss the importance of meeting the customer where they...
Sep 19, 2023•22 min
On today’s episode, Christina chats with Austin Keate, a Senior Level Operations Manager at Texas Dealer Solutions and Business Development Professional in the collections space. Austin is an entrepreneurial, driven, results-oriented leader with extensive experience leading MM growth in both corporate and start-up environments. A founder of Texas Dealer Solutions, their goal is to provide BHPH Dealers a reliable and consistent source of origination capital and exceptional service, specializing i...
Sep 05, 2023•14 min
Today on the show, Joe Witkowski, Work Team Lead at American Profit Recovery, joins Christina to discuss the ins and outs of debt collection how he sees it. With 14 years under his belt at APR, Joe has seen the changing landscape of space and how each element of technology, people and culture can affect it. Today, they discuss the effects mood and persona have on a call with a consumer, how technology has changed the space, and what Joe sees as the core values of the debt collection industry. Co...
Aug 22, 2023•14 min
