Our very own Desiree Williams, the Collections Manager at Money One FCU, had an appearance on The Eltropy Exchange Podcast! In this podcast, she discusses how her team balances empathy, accountability, and technology to turn collections into an opportunity for deeper connection.

 

She provides great insights on leadership, team engagement, and proactive communication, and explores how she’s built a culture of transparency, introduced texting to improve member response rates, and uses training, tech, and humor to keep morale high during high-pressure times.

 

If you’re navigating rising delinquencies, looking to modernize your collections approach, seeking inspiration from a real credit union leader in the trenches, or even just curious about what she has to say, we highly recommend watching or listening to this podcast episode.