Overdue Advice: Cash Flow & Debt Collection Strategies to Grow Your Business

Host Bryn Griffiths welcomes back Nawshad Khadaroo, General Manager of the Credit Institute of Canada (CIC), for a conversation about the fast-changing world of credit and debt collection. Nawshad shares his wealth of experience as a credit professional and non-profit executive, offering a deep dive into how the credit industry—and the Credit Institute itself—has adapted since 2020.

Listeners will hear about how the CIC was uniquely prepared for the pandemic’s challenges, having already embraced virtual learning and meetings before COVID-19 struck. Nawshad highlights the continued importance of agility and innovation in the face of rapid technological advancements, emphasizing the growing role of automation and artificial intelligence (AI) in the credit profession. He advocates for a balanced approach: credit professionals should embrace AI to streamline repetitive tasks, while still prioritizing the human connections and strong communication that are essential for long-term success.

This episode also explores the evolving educational offerings at the CIC, including new executive-level certifications, mentorship programs, and a commitment to intergenerational knowledge sharing. Nawshad discusses the diversity and passion of CIC’s membership, touching on the value of networking and community—evident at their recent symposiums and upcoming centennial celebrations.

Whether you’re new to credit, a seasoned professional, or simply interested in how organizations adapt to disruption, this conversation is packed with practical advice, industry insights, and inspiration for continuous learning and growth.

Episode Highlights:

[00:00:47] How the Credit Institute was prepared for virtual operations before the pandemic, so their transition during COVID-19 accelerated their use of online meetings and course delivery.

[00:02:40] Nawshad emphasizes that continued reflection and adaptability are necessary, especially with disruptions like automation and artificial intelligence transforming the credit industry.

[00:04:25] He highlights that AI assists with repetitive tasks, allowing credit professionals to focus on relationship-building, which remains essential in the industry.

[00:05:29] The Institute has updated its programs to keep pace with industry changes, including introducing a new executive certification to help members stay relevant and advance their careers.

[00:07:23] Nawshad underscores the enduring importance of strong communication skills and human rapport for credit professionals, even as technology evolves.

[00:08:57] He points out that, despite younger generations being comfortable with technology, the personal touch and building rapport are irreplaceable in credit management.

[00:09:33] Adopting new technologies and shifting mindsets are key challenges; using AI can free up time to deepen client relationships and provide advisory support.

[00:10:31] The need for continuous learning to keep up with rapid change, stating he personally stays informed on trends like AI to better adapt.

[00:11:36] How industry events, like their upcoming Jasper conference, offer invaluable opportunities for networking and sharing best practices within the credit community.

[00:12:31] The relationships and networks built at symposia and conferences can last a lifetime and are vital to professional longevity in credit.

[00:13:12] The Credit Institute of Canada, established in 1928, represents and advocates for credit professionals, providing education and raising the industry’s profile.

[00:14:42] Nawshad encourages anyone interested in a credit career to reach out, highlighting the industry’s rewarding nature and the Institute’s support throughout members’ career paths.

[00:16:21] Mentoring across generations is a big part of the Institute’s culture, with senior professionals guiding and coaching younger entrants through programs like CIC Connect.

[00:17:35] The credit world is a complex, interlinked system requiring collaboration between credit managers, agencies, and businesses, all contributing value to the ecosystem.

[00:19:04] How the Institute works to strengthen connections among credit professionals from all types of organizations, facilitating efficient systems and collective progress.

Links:
Canada's Best Collection Agency: www.MetCredit.com
Credit Institute of Canada: https://creditinstitute.org/

Host Bryn Griffiths sits down with Kelly Paisley, President and CEO of The IT Company. With decades of experience in IT, Kelly dives deep into the rapidly changing landscape of artificial intelligence—and what it means for the credit and collections industry.

Kelly explains why AI is not a monster to be feared, but also not a “magic bullet” that can solve every problem. From discussing the importance of planning and data management to demystifying common fears and misconceptions, the conversation offers practical, grounded advice for any business leader contemplating an AI project. Kelly shares candid stories about his own journey adopting AI, what worked, why 90% of AI projects fail, and the vital role of company culture and policy in successful implementation.

Episode highlights:

• The truth about AI’s strengths and limitations in business

• Why rushing into AI without a plan can lead to failure

• The importance of “AI readiness” and data hygiene

• How to create a practical AI use policy for your team

• Real-world examples from the credit and collections industry

• Kelly’s perspective on the human side of tech adoption—overcoming fear and hype

Perfect for business owners, managers, and IT professionals curious (or even skeptical) about AI, this episode is packed with actionable insights to help your organization move forward with confidence.

The IT Company: theitco.ca
MetCredit Blog: blog.metcredit.com

Rhonda Fox-Miles brings nearly five decades of experience to this insightful episode of Overdue Advice, where the conversation zeroes in on the shifting landscape of bankruptcies, consumer proposals, and debt collection in Canada. As a trustee from Fox-Miles and Associates, Rhonda shares her front-line perspective on the gradual rise of insolvencies post-pandemic, challenging the expectation of a financial tsunami and highlighting the nuanced realities businesses and individuals face today.

Rhonda delves into why bankruptcies are increasing only slowly, the lingering impact of pandemic-era collection freezes, and how legislative changes now make remote financial consulting routine. She also unpacks the key differences between bankruptcy and consumer proposals, emphasizing the importance of personal agency, transparency, and early intervention for those struggling with debt. The discussion extends to local versus national trustee preferences, shifting court procedures, and the legal intricacies driven by updates to the Bankruptcy and Insolvency Act.

Throughout the episode, Rhonda emphasizes the deeply human aspects of debt—underscoring the role of unexpected life events, mental health awareness, and the need for honest, constructive financial conversations. With practical advice on budgeting, emergency funds, and negotiation timing, this episode offers listeners a pragmatic roadmap for overcoming financial distress and fostering resilience, both at home and in business.

Key Themes:

• The ‘slow rise’ of corporate and personal bankruptcies post-pandemic 

• How updated bankruptcy laws have reshaped trustee and debtor relationships 

• Why local expertise still matters in an age of virtual financial services 

• The critical difference between bankruptcy and consumer proposals—and who should choose which 

• Practical communication and budgeting strategies to reduce money stress 

• The rising awareness of mental health considerations in financial recovery 

Whether you’re a business owner, a collector, or an individual facing financial headwinds, this episode offers overdue advice and actionable strategies direct from the front lines of Canada’s credit landscape.

Episode Highlights

00:22 – 01:34: Rhonda Fox Miles discusses initial fears of a “tsunami” of insolvencies post-pandemic and explains why a large spike didn’t materialize.

01:45 – 02:09: How Revenue Canada ranks among creditors and the distinction between secured and unsecured corporate taxes.

02:27 – 03:45: The shift to virtual meetings, the importance of local trustees, and how changes from the pandemic continue to impact the process.

04:04 – 05:14: Emphasis on discussing options with debtors early, and why avoidance and waiting until legal action is started usually backfires.

05:16 – 06:22: A glimpse into the hefty and ever-changing Bankruptcy and Insolvency Act and why expertise is so crucial in navigating its layers.

06:32 – 07:56: Rhonda explains forced bankruptcy processes, timelines, and the difficulties that arise when a debtor is uncooperative.

08:13 – 09:01: Despite economic hardships, bankruptcy rates remain stable; why this can actually hold the economy back and how the law is designed to help ‘honest, unfortunate debtors.’

09:24 – 10:13: Why budgeting matters and how unplanned expenses (like coffee habits!) can undermine financial stability.

10:38 – 11:44: Rhonda shares what consistently leads to personal bankruptcy—unexpected life events, not just ‘bad financial behavior.’

12:08 – 13:36: Bankruptcy vs. Consumer Proposal: a practical breakdown of the two options, including control, obligations, and how personal situations dictate the right choice.

13:51 – 14:52: Insights on timing, building trust, and the legal impact once a trustee is involved—especially how all collection actions must stop.

15:02 – 16:07: Rhonda reflects on changing trends since 2015, especially the increased awareness and impact of mental health issues related to debt.

16:40 – 18:12: Rhonda emphasizes her people-first approach—helping individuals and families gain the communication and budgeting skills to manage debt and stress.

18:50 – 20:30: Practical advice on building an emergency fund and the peace of mind it brings when life throws the unexpected your way.

Martin Hunter is a visionary thinker who delves into the evolving dynamics of human necessity and economic growth. With a keen understanding of societal trends, Martin explores how the reduction in human dependency on traditional roles and resources can lead to an increase in global GDP and individual affluence. As populations shift and wealth accumulates, he observes a rising demand for luxurious living, highlighting a preference for more personal space and convenience, such as automated services in everyday life. Citing historical precedents like the labor shortages in Fort McMurray and shifts during the pandemic, Martin underscores the inevitability of automation in less-valued jobs to sustain growth and innovation. His insights draw attention to the intricate balance between technological advancement and societal evolution.

Episode Highlights:
00:30 Automation Fuels Economic Growth

04:36 CEOs, Economy, and Employee Concerns

07:59 Tiered Risk Management Approach

11:26 "Boosting Morale for Business Success"

14:52 Family Strategic Planning Retreat

17:43 Understand Balance Sheets for Retirement

21:58 Modern Business Navigators

24:32 "Entrepreneurship: Courage Over Fear"

Host Bryn Griffiths sits down with Howie Sniderman, KC, a senior litigation partner at Witten LLP, to unravel the complexities of collecting on a judgment. While achieving a judgment may seem like a victory, it's often just the beginning of a new, challenging journey towards actually securing the owed funds. Howie breaks down the intricacies of this process, from understanding what a judgment truly represents to the necessary steps you must undertake to enforce it. Join Bryn and Howie as they explore the strategies and challenges involved in turning a legal ruling into tangible results, with practical insights that could be invaluable for your business's financial strategy. Whether you're facing a simple debt collection case or a labyrinthine legal battle, this episode is packed with advice to help streamline your path to resolution. Tune in and equip yourself with the overdue advice you need!

Episode Highlights:

00:00 Understanding Money Judgments

06:32 Conduct Property and Judgment Searches

09:45 Forcing Asset Disclosure in Court

13:31 Garnishment Process for Wages and Accounts

17:26 Debt Collection Enforcement Steps

18:45 "Post-Pandemic Normalcy Challenges"

Key Takeaways:

• Judgment Basics: Discover why a judgment is merely the start of a new road and not the end of your collection process.
• Enforcement Steps: Learn about registering a writ of enforcement and how to use personal property registries to strengthen your claim.
• Practical Collection Methods: Explore various practical methods such as garnishment of wages, bank accounts, and more that can aid in collecting what you are owed.
• Real-World Insights: How the pandemic has affected debt collections and what it means for your business moving forward.

Host Bryn Griffiths is joined by Mark Daprato, a board member of the Receivables Management Association of Canada and the organizer of its upcoming National Conference on Nov 14. This year's conference has a bold and thought-provoking theme: "Weathering Disruption in the Financial Services Industry." Mark shares insights into the conference's focus on the massive disruption happening in the finance and working environment, including the impact of AI, the changing economic landscape, and hybrid work environments. We delve into the motivation behind the conference's title and how it has sparked curiosity and interest among attendees. Mark also reveals how the event is designed to encourage panels and discussions that challenge conventional thinking and foster engagement. Plus, we'll get a sneak peek at some of the distinguished speakers who will be sharing their expertise on topics ranging from economics to insolvency.

Mark Daprato is an innovative and forward-thinking individual who is deeply involved in the Receivables Management Association of Canada. As the organizer of the upcoming National Conference in Niagara Falls, he is thrilled to bring a fresh perspective to this year's event. Recognizing the significant changes occurring in the receivable space, Mark aims to explore the concept of massive disruption not only in finance but also in broader areas such as AI, banking, housing, and the workforce. With a focus on the generational shift happening across these sectors, Mark envisions insightful discussions during the two-day conference, contemplating the implications for businesses and their environments. His passion for exploring societal shifts and their impact on the corporate landscape sets him apart as a dynamic and influential figure in the industry.

Delve into the world of estate administration in the digital age with our guest, Ari Brojde, CEO of Estateably. Host Bryn Griffiths uncovers the secrets behind efficiently managing debts, distributing assets, and handling the ever-evolving landscape of managing and closing estates. Ari shares his journey, from recognizing industry pain points to creating a revolutionary software platform that simplifies the process for professionals and beneficiaries alike. Discover the importance of advertising for creditors, the rise of online filing, and the power of innovation in this captivating conversation. Get ready to gain overdue advice on estate administration in a digital world. 

Ari Brojde is the co-founder of Estateably, a tech company he started in 2018 with his cousin, Alex. After Ari and Alex's grandmother passed away, they realized the complexities of the estate administration process. Ari had a background in the financial services industry and had previously founded a tech company that aimed to improve collaboration among professionals in the industry. During the sale of that company, Ari received feedback suggesting that their document inventory system would be valuable in estate administration. Curious about to improve the slow process of settling estates, Ari reached out to lawyers, accountants, and wealth advisors to understand the challenges they faced. He discovered that the estate administration process was manual, labor-intensive, and lacked automation and collaboration tools. Seeing an opportunity to make this process easier, Ari and Alex founded Estateably to provide solutions for estate administrators.

[00:00:55] Founded Estateably in 2018 to simplify estate administration process.

[00:05:50] Difficult to find deceased's digital assets.

[00:10:22] Executors benefit from dealing with claims up front, helping professionals and beneficiaries. Notice Connect revolutionized the advertising process for creditors, making it easier and cheaper. Ontario and Saskatchewan have adopted online filing, a trend that will continue.

[00:13:17] 70% of Canadians die with debt. Estateably helps settle estates and track debt. Executors must file notices for creditors.

[00:16:57] Listen to your customers, find deficiencies, innovate.

[00:20:33] Being open to feedback, evolving vision, laser-focused.

Small Claims Court just became bigger, at least in one jurisdiction. In the Canadian province of Alberta, the limit for civil litigation in the Provincial Court system has recently doubled from CAD $50,000 to $100,000. This means Albertans and agents like MetCredit can go to court without a lawyer in the province to collect much larger debts, benefitting from reduced costs and shorter wait times. Tim Browatzke is MetCredit’s Manager of Corporate Integrity and Legal Strategies, and he joins host Bryn Griffiths to talk about why Alberta's provincial court claim limit increase is a significant move — and one that other provinces and states may soon follow.

The Credit and Receivables Management Industry is a complex one. Yet for ages, there was no standardized training or certification for credit professionals. David Hopkyns, ACI, has helped change that in his work as National Director for the Prairies of the Credit Institute of Canada, which today has nearly 2,000 members across the country. The CIC has built a respected roster of certification programs awarding professional designations including Certified Credit Professional (CCP). 

Earning a CCP includes 8 separate courses and usually takes 4 years to achieve while working a full-time job. David explains why it’s worth the effort—and how the CCP designation can make a big difference in elevating your career as a credit professional.