Webinars

Nicole Thornburgh, Ascent Credit Union
Samantha Jackson, Ascend Credit Union
Joe Storey, Provana
Amanda Gilbert, Provana

2026-07-15

Indirect disputes test a credit union's speed, accuracy, and member trust — often across multiple systems and with real compliance stakes. Join Nicole Thornburgh & Samantha Jackson (Ascend Credit Union) and Joe Storey & Amanda Gilbert (Provana) for a candid discussion on what modern dispute management looks like: less manual work, stronger documentation, and a more consistent, defensible process. Walk away knowing what "good" looks like and how to get there.

Andrew Domino, Bridgeforce

2026-06-17

Most collection teams track metrics, but few use them to guide action. In this webinar, we'll break down why KPI programs stall and what it takes to make them operational. You'll learn a practical framework that connects internal, vendor, and legal KPIs. See how those metrics can directly shape strategy, placements, and cost decisions. Walk away with a clear starting point to simplify reporting, align on what matters, and use KPIs to drive measurable results.

Nate Kalnins, The Stark Agency

2025-03-25

Technology isn’t just evolving—it’s doing so at an exponential rate. In today’s environment, standing still is the fastest way to fall behind.

This session dives into how the speed of technological advancement is affecting financial services and collections, and why traditional decision-making/change management processes must evolve. You’ll walk away with a fresh perspective on digital transformation, the urgency of adaptability, and practical tools you can use to level up your efficiency.

Stefanie Kempfer Collier, Weltman Weinberg & Reis

2025-02-19

A recent FCC rule interpreting standards for managing revocation of TCPA consent takes effect 2025-04-11. This isn’t a meaningless bowl of alphabet soup. It is a significant rule that has major ramifications for how creditors - and the agencies representing them - manage the revocation of consent from consumers.

Dan Vande Zande, Landmark Credit Union

2025-01-15

Discover actionable strategies from an industry veteran to enhance member engagement and capitalize on seasonal opportunities. This session will provide practical tools to help you maximize your recovery department's performance this tax refund season.

Scott Vackar, Lending Solutions Consulting, Inc.

2024-05-13

The times have changed. While still important, the days of simply "smiling and dialing" are long past. To be truly effective, a modern recovery department must be able to effectively keep its finger on the pulse of membership/economic trends and accurately decipher data. In this environment, utilizing information found on member credit reports can be extremely effective ... if you know what to look for. 

Sam Strauss, Strauss Borrelli PLLC

2024-03-18

As more states draft their own privacy regulations and privacy-related class action claims skyrocket, it is apparent: Developing controls related to who accesses/stores consumer data and how the data is used has never been more important. Guest presenter Sam Strauss has helped prosecute many high-stakes cases involving millions of dollars and applies that first-hand experience when advising his clients.

Patrick Newman, Bassford Remele

2024-02-26

Credit Unions have a well-earned reputation for putting their members first. And this is all great 99% of the time—the member gets taken care of and the Credit Union maintains a positive, performing borrower relationship. But what about that 1% when things go sideways? And how does this change as delinquencies rise and Credit Unions feel increasing pressure to help members get back on track?

Luke Pelger, Greenpath

2025-08-19

It can be challenging to earn the trust of members when in a collections role. During this session, we will share best practices to prioritize human centered design and empathy in an effort to build trust and inspire those you serve to take action with their financial situation. This session will include discussion of the stages of financial wellness, as well as an empathy mapping activity. 

Brittany Hathaway, Capital Credit Union

2025-10-29

A strong collections team starts with a strong training program. This webinar explores how to design and deliver modern training that not only equips new hires with the tools and knowledge they need but also keeps them engaged, motivated, and confident in their roles.

From effective onboarding practices to proven techniques for building communication and compliance skills, you’ll learn how to create a foundation that drives both individual and team success.

Brittany Hathaway, Capital Credit Union

2025-11-19

Following the success of our original session, Building Success from Day One, we’re excited to continue the conversation with The Power of Upskilling in Collections Training. In this next installment, we’ll take a deeper dive into advanced training approaches and real world applications that help collections teams stay engaged, confident, and effective from day one and beyond.

Our panel of Brittany, Cailene and Nate will share fresh insights, success stories, and actionable strategies you can implement immediately to strengthen your department’s onboarding and development process. Whether you joined us for the first session or are new to the series, you’ll walk away with valuable tools to build a stronger, more resilient collections team.