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The Future of Collections: Balancing Empathy & Efficiency

Balancing empathy and recovery is key to driving positive collection experiences for your members and delivering effective collection outcomes for your credit union. It not only maintains positive relationships during tough times but also leads to more successful repayment outcomes.

After all, there is a human being, just like you and me, on the other end of the phone collection call.

When members fall behind on payments, your collections staff can prevent delinquency from escalating into charge-offs by adopting these simple 3 Cs: Commitment, Convenience, and Cost-effectiveness, to proactively handle delinquent accounts with empathy and understanding.

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