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For decades, the collections process has been synonymous with call centers—rows of agents armed with scripts, dialing numbers, and hoping...

What Happens After the Loan? Building Post-Funding Loyalty

In many credit unions, collections has become a routine exercise—automated notices, scheduled phone calls, and predefined scripts that haven’t evolved in years. It’s a system designed for consistency, not flexibility. But in today’s financial landscape, where economic pressures are shifting, member expectations are rising, and digital engagement is the norm, this status quo isn’t just outdated—it’s quietly working against us.