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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pressures are shifting, member expectations are rising, and digital engagement is the norm, this status quo isn’t just outdated—it’s quietly working against us.

For decades, delinquency has been treated as a purely negative metric—a sign of member distress or organizational failure. Conversations about late payments typically center on minimizing losses or accelerating recovery. But what if delinquency could be more than a red flag? What if it could become a powerful moment to deepen trust, strengthen relationships, and turn financial friction into long-term loyalty?