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On the show
From 10 epsHosts
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Recent episodes
Collections is now a CX channel
Mar 18, 2026
3m 09s
The EU AI Act, compliance, and digital first collections
Feb 13, 2026
16m 39s
Why telcos need data driven collections
Feb 9, 2026
16m 28s
A guide to digital transformation in collections
Feb 3, 2026
16m 19s
Collections on the path to financial wellness
Jan 29, 2026
16m 51s
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| Date | Episode | Topics | Guests | Brands | Places | Keywords | Sponsor | Length | |
|---|---|---|---|---|---|---|---|---|---|
| 3/18/26 | ![]() Collections is now a CX channel✨ | customer experiencecollections+3 | Dave WasikEd Wallen | C&R Software2nd Order Solutions+1 | — | collectionscustomer experience+4 | — | 3m 09s | |
| 2/13/26 | ![]() The EU AI Act, compliance, and digital first collections✨ | AI regulationEU AI Act+3 | — | EUC&R Software+2 | Europe | AIEU AI Act+5 | — | 16m 39s | |
| 2/9/26 | ![]() Why telcos need data driven collections✨ | data-driven collectionscustomer experience+3 | — | C&R Softwaretelecommunications companies | — | data-driventelecommunications+5 | — | 16m 28s | |
| 2/3/26 | ![]() A guide to digital transformation in collections✨ | digital transformationcollections+3 | — | C&R Softwarebanks | AI | digital transformationcollections+5 | — | 16m 19s | |
| 1/29/26 | ![]() Collections on the path to financial wellness✨ | financial wellnesscollections+3 | — | C&R SoftwareAI+2 | — | collectionsfinancial wellness+5 | — | 16m 51s | |
| 1/23/26 | ![]() AI turns collections into a loyalty opportunity✨ | AI in collectionscustomer loyalty+3 | — | C&R Softwarefintechs+3 | — | AIcollections+5 | — | 16m 03s | |
| 1/23/26 | ![]() Configuring global debt collections for compliance and efficiency✨ | debt collectionscompliance+4 | — | C&R Software | EU | debt collectionscompliance risk+4 | — | 14m 10s | |
| 1/7/26 | ![]() AI orchestration: The future of collections in Thailand and beyond✨ | AI adoptioncollections+4 | — | C&R SoftwareAI+1 | Thailand | AI orchestrationcollections+5 | — | 14m 35s | |
| 1/6/26 | ![]() Augmentation, not replacement: A humanized approach to AI in collections✨ | AI in collectionshumanized approach+5 | — | C&R Software | UK | AIcollections+7 | — | 13m 12s | |
| 12/9/25 | ![]() Key Trends and Challenges in Collections for Canadian Banks in 2026✨ | collectionsCanadian banks+5 | — | C&R Software | Canada | collectionsCanadian banks+8 | — | 13m 05s | |
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| 12/3/25 | ![]() Transforming bank collections: Balancing AI innovation with legacy system realities | In this episode of Collecting Thoughts, I explore the complexities of integrating AI into bank collections while managing the challenges posed by legacy systems. Many financial institutions express a desire to lead with AI but struggle with outdated architectures that hinder real-time data sharing and decision-making. I delve into the importance of creating a unified data layer and implementing a central orchestration platform that allows banks to leverage AI effectively without overhauling existing systems. We also discuss the significance of governance and building internal capabilities to support AI initiatives. Join me as I outline a pragmatic path forward for collections leaders looking to balance innovation with the realities of their legacy environments, ultimately enhancing both operational efficiency and customer outcomes. | 13m 04s | ||||||
| 11/10/25 | ![]() The rise of agentic AI in collections strategy | In this episode of Collecting Thoughts, we dive into the fascinating world of agentic AI and its implications for collections teams. I explore what sets agentic AI apart from traditional generative AI, emphasizing its proactive, autonomous capabilities that can enhance operational efficiency. We discuss how this technology operates within strict compliance and auditability frameworks, ensuring safety and transparency. Hear real-world applications, such as its transformative role in call centers, where AI assists agents by providing instant access to complex information. We also touch on the importance of human oversight and the potential for scalable solutions that seamlessly integrate into existing workflows. If you're keen to understand how agentic AI can reshape your collections strategy, tune in! | 8m 39s | ||||||
| 11/4/25 | ![]() Navigating Digital Collections in European Auto Finance | In this episode of Collecting Thoughts, we dive into the pressing challenges and opportunities within the European auto finance market. As delinquencies rise and regulatory demands increase, I discuss how auto financiers can navigate this complex landscape through effective digital transformation. We explore the importance of a unified data layer for better decision-making and the role of AI in personalizing collections strategies. By focusing on adaptability and compliance, lenders can enhance customer relationships while efficiently managing risk. Join me as I share actionable insights that you can implement with your team to thrive in this evolving market. Tune in to learn how to make your collections process smarter and more effective. | 11m 22s | ||||||
| 10/2/25 | ![]() Winning Strategies for Today's Collections Teams | In this episode of Collecting Thoughts, I explore Winning Strategies for Today's Collections Teams. We delve into how artificial intelligence and digital transformation are reshaping collections in global organizations, tackling challenges like economic uncertainty, regulatory compliance, and fragmented systems. I discuss the importance of integrating data across divisions to enhance risk assessment and operational agility. Discover how AI-driven automation can streamline tasks, personalize customer engagement, and improve compliance. I share a case study of a company that reduced bad debt charge-offs by five percent through an automated SaaS platform. The episode highlights the need for intelligent automation, data-driven strategies, and customer-centric approaches to build resilience and efficiency. Join me as we uncover how collections teams can thrive amidst complexity and change. Stay tuned for more insights in future episodes. | 3m 42s | ||||||
| 2/18/25 | ![]() Enhancing Revenue Cycle Efficiency | 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 billing, AR collections, and cash application. Erica sheds light on the critical balance between data-driven decision-making and experience-led instincts, emphasizing the importance of leveraging technology and system automation to streamline processes and enhance customer relationships. The conversation delves into the evolving nature of revenue cycle management, highlighting the shift from siloed operations to a more integrated, holistic approach that aligns with customer experiences. Erica also touches on the transformative role of AI and data analytics in future-proofing the industry, with particular emphasis on predictive analysis, self-service options, and AI-driven communication strategies. Timestamped Overview:00:00 Intro05:07 Integrating tech enhances our reliable process flow.06:27 Streamlined processes improved collaboration and customer care.11:36 AI enhances industry operations, communication, and self-service. | 13m 42s | ||||||
| 2/4/25 | ![]() How Relationship Building Shapes Loan Servicing | 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 role at NFF. She discusses the significance of customer-centricity in collections and loan servicing, emphasizing the importance of building relationships and understanding clients' situations to provide tailored solutions. The episode delves into the evolution of customer-centric strategies, from the early days of her career to the present, highlighting how technology, such as self-service loan management systems and ACH authorizations, has enhanced client interactions while ensuring low delinquency rates. Asia also shares her thoughts on the balance between technological advancements, like AI, and the irreplaceable value of human touch in financial services. Tune in to hear Asia's expert perspective on the future of customer-centric strategies and how her team consistently strives to meet borrowers' needs with a 24-hour response goal. Timestamped Overview:00:00 Intro00:33 Started in finance, focused on delinquency management.04:42 Customer-first approach, problem-solving payment plan established.07:28 Bank of America implemented internal self-service loan management.12:33 Relational approach preferred over AI in finance.14:42 Meeting customer needs quickly with personalized service. | 15m 58s | ||||||
| 1/21/25 | ![]() Women Supporting Women in Credit | 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 significance of mentorship and community support that she found lacking during her initial years. The conversation explores significant transformations in the credit industry, particularly the shift from paper-based processes to a nearly paperless, technology-driven environment. Deana sheds light on the advent of automation and AI, discussing their potential benefits and the necessity for cautious implementation due to compliance and security concerns. Timestamped Overview:00:00 Pivoted from Air Force pilot to accounting.04:36 Excited to mentor future female credit leaders.09:01 Reach out, utilize community and social media.12:04 Automation and AI enable growth, rapid progress.14:44 Seek mentorship groups on LinkedIn, social media. | 15m 09s | ||||||
| 1/7/25 | ![]() Revolutionizing B2B Collections Through Customer-Centric Strategies | 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 the evolution of customer-centric strategies over the years, stressing the necessity of aligning communication methods with customer preferences, whether it's through emails, texts, or phone calls. The conversation also touches upon how understanding customers' payment preferences and offering a variety of payment options like PayPal, Amazon Pay, and Google Checkout can enhance customer satisfaction. Nick underscores the value of building strong relationships with sales teams to ensure a seamless and empathetic approach to credit and collections. | 10m 52s | ||||||
| 12/17/24 | ![]() How Data and Metrics Transform Credit Union Collections | 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, he shares key insights into the evolution of the collections industry, especially within credit unions, and highlights the increasing importance of a strategy-driven approach. Steven delves into the pivotal role of collectors, emphasizing their ability to create meaningful connections with members to resolve delinquent loans. He also addresses the growth of technology in collections, discussing the benefits and pitfalls of tools like automated dialers and texting systems. Additionally, Steven stresses the role of metrics and data-driven decision-making in enhancing the effectiveness of collections teams. Timestamped Overview00:00 Intro01:06 Transitioned from banks to credit unions, advanced.04:38 Enhanced systems, leadership training, value-focused collection processes.07:35 Analytical mindset enhances effectiveness in credit collections.11:34 Underused technology can improve customer experiences.15:12 Diverse financial strategies evolving to meet needs.17:46 Personal connection enhances account management strategies. | 19m 58s | ||||||
| 12/3/24 | ![]() How AI and Automation Are Transforming Debt Collection Practices | 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 strategy, teamwork, and goal-setting in driving success. The conversation explores how Eric has witnessed and driven the evolution of the collections space over the past 9 years. He discusses the critical role of data in identifying pain points and enhancing performance, drawing analogies to studying game films in sports to tweak strategies. Eric explains the implementation of automation and leveraging internal resources to optimize collections processes, enhancing efficiency and customer experience. Further, the discussion touches on the potential of AI and other technologies in revolutionizing the collections industry. Timestamped Overview:00:00 Intro01:04 Athletic leadership experience translates to professional success.06:32 Complex data analysis, customer segmentation, resource optimization.08:38 Automated email tool integration improves efficiency.12:12 Streamlining processes enhances decision-making and efficiency.15:11 Preparing employees for complex, critical thinking tasks. | 16m 04s | ||||||
| 11/12/24 | ![]() Improving Financial Workflows | 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 Vesta Services. The conversation delves into the evolution of the credit life cycle from traditional file cabinets to modern electronic systems. He offers insight into leveraging technology, including scorecards and automated data points, to streamline credit approvals and collections. Timestamped Overview00:00 Intro00:53 Ryan’s Journey: Small to large markets, diverse experiences.05:25 Electronic filing evolved with software and scoring systems.07:13 Manual review for substantial credit approvals.10:28 Provide data promptly to streamline credit process.14:45 Understanding customer relationships is crucial for retention.16:43 Improving data management and customer scorecards.19:25 Accept change, learn, and communicate within organizations. | 20m 00s | ||||||
| 10/29/24 | ![]() Balancing Technology and Human Connection in Collections | 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 the importance of balancing automation with human touchpoints, underscoring the need for relationship building and personalized customer interactions. Throughout the conversation, Jennifer touches on significant regulatory milestones, such as the Fair Reporting Act, and the emergence of credit tools like the FICO and Vantage scores. She provides insights into the future of the industry, predicting increased reliance on robust payment systems and the crucial role of compliance in navigating new technological advancements. Timestamped Overview:05:01 Credit tools evolved, improving automation and risk assessments.09:44 Blend new tech with old-school relationship-building.10:28 Promote partnerships, prioritize contracts, embrace personal guarantees. | 13m 04s | ||||||
| 10/15/24 | ![]() The Evolving Landscape of Credit Union Collections with Matt Stegall | 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. | 14m 17s | ||||||
| 10/1/24 | ![]() Larry Chapman on Humanized Collections at Tennessee Valley Federal Credit Union | 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. | 15m 22s | ||||||
| 9/17/24 | ![]() Working with Hyper-Vulnerable Customers | 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-vulnerable customers. She elaborates on how her previous experience in private practice equipped her with skills that are instrumental in her current role. The conversation extends to exploring modern tools such as texting features, QR codes, and AP-to-P algorithms that aid in improving patient engagement and payment efficiency. Michelle also discusses the intricacies of dealing with both patients and insurance payers, underlining the dual strategy required to maintain efficient revenue cycles. She emphasizes the significance of compassionate hiring, robust training, and collaborative communication with the operations and marketing teams to ensure a seamless patient journey. Michelle’s insights into the evolving landscape of healthcare collections and the cautious yet optimistic approach towards AI implementation offer a comprehensive view of the industry's current and future directions. Timestamped Overview:00:00 Transition from medical billing to corporate strategy.03:11 Health care teams prioritize patient compassion, accessibility.07:51 Managing claim process, issues and communication methods.10:28 Front end benefits team checks patient insurance.12:52 AI can aid but not fully replace. | 13m 34s | ||||||
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