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For many members, the holiday season brings a mix of joy, pressure, and financial strain. Budgets stretch, unexpected expenses arise, and even the most responsible borrowers can fall behind. For collections managers at credit unions, this period requires something more nuanced than routine reminders—it calls for thoughtful, timely, and empathetic outreach . Not louder outreach. Not more frequent outreach. Just the right kind of nudge. A Sensitive Season Requires a Different T

For many credit unions, the collections process still feels like a series of disconnected steps—calls, reminders, follow-ups, escalations. Each stage demands time, coordination, and persistence from staff who are already stretched thin. But from the member’s point of view, this fragmented approach can feel confusing, repetitive, and at times, impersonal. It’s time to reimagine collections not as a sequence of follow-ups, but as a continuous, guided journey—one that reduces fr

Every collections manager knows the moment when a once-reliable member stops answering calls, ignores emails, and slips from “a few days late” into a growing question mark. Early-stage delinquency is often when credit unions still have the best chance to help members get back on track—but only if they can reach them. The problem isn’t that members don’t want to resolve their debts. It’s that traditional outreach often fails to meet them where they are. The Silence Problem For