In this episode, Cristina is joined by Robert Fagan, the Vice President of Collections and Customer Service at Eastern Funding. With an impressive career spanning over 36 years in the industry, Robert shares his unique journey from a mailroom position to his current executive role, underscoring his extensive experience and dedication.
Robert delves into the dual nature of his role, balancing the responsibilities of customer service with the rigors of collections. He discusses how these two areas intersect, thereby shaping his approach to handling delinquent accounts while maintaining a focus on customer-centricity. Throughout the conversation, Robert emphasizes the importance of treating clients with care and tact, given Eastern Funding's significant percentage of repeat business.
The episode further explores technological advancements in the collections industry, highlighting Eastern Funding's implementation of a payment portal and the integration of AI tools. Robert also shares insights from his participation in the Equipment Leasing Finance Association (ELFA) and reflects on how industry conferences foster learning and innovation.
Tune in for valuable insights into how combining customer service with collections and leveraging technology can lead to more effective customer management and advanced strategies for maintaining client relationships.

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