In this episode of The Eltropy Exchange podcast, host Michael Pupil speaks with Desiree Williams, Collections Manager at Money One Federal Credit Union. With over 15 years of experience in collections and a passion for member-first service, Desiree shares how her team balances empathy, accountability, and technology to turn collections into an opportunity for deeper connection.

From early outreach via text messaging to strengthening collaboration across lending and collections, Desiree offers tactical insights on leadership, team engagement, and proactive communication. The conversation explores how she’s built a culture of transparency, introduced texting to improve member response rates, and uses training, tech, and humor to keep morale high during high-pressure times.

If you're navigating rising delinquencies, looking to modernize your collections approach, or seeking inspiration from a real credit union leader in the trenches—this episode is packed with value.