I am thrilled to announce that the Getting to Know series will be sponsored by TEC Services Group in 2024. TEC Services Group is the leading technology and professional services firm in the credit collections industry offering both leading industry solutions along with unrivaled, unbiased, and experienced support. TEC is now extending its services by offering proven, industry-leading technology solutions alongside of our Professional Services to help Clients feel confident in their technology decisions. Learn more at ww.tecsg.com.
People have underestimated Susan Richards since the day she accidentally walked into the collections industry and never left. But that’s ok. She doesn’t mind putting her work ethic to use showing everyone that not only does she belong, but she belongs at the head of the table. Read on to learn more about Susan, why she loves complete rebuilds, and why she uses a Capital F to describe what she likes most about this industry.
Name: Susan Richards
Job Title: CEO
Company: CredTech Consulting LLC
Length of time at current company: 2 years
Length of time in industry: 36 years
How did you get your start in the industry?
I found my way into collections entirely by chance. Back then, agencies specifically sought out people with authoritative, intimidating voices – typically men. I remember going with my boyfriend to visit a friend who worked in collections (they’d actually called my boyfriend about a job because of his deep voice). While there, I decided to ask about opportunities myself. The friend was skeptical, warning me that I might not be ‘intimidating’ enough for the role. But I interviewed anyway and I got the job.
It was only supposed to be temporary, something to tide me over before college. Life had other plans though. What started as a stopgap became my career, and I’ve been in the collections industry ever since.
What is your career highlight so far?
Moving up to the C- Suite of a major debt buyer. I worked my way up the chain. After 16 years I got the role of Chief Operating Officer. That was a big accomplishment. I believe the other is starting my own consulting firm.
When or how are you most productive?
I get up early in the morning and go right to the computer. I have always had a strong worth ethic. I don’t need someone to tell me to go to work; I know I have things to accomplish, and I get moving.
Which industry professional do you admire most?
I have many but a few off the top of my head is Marcelo Aita, the founder of Spring Oaks. He has always been a mentor and a friend. He gives sound advice and tells me what I need to hear. I appreciate Adam Parks, when I started my consulting company, he explained some things about being an entrepreneur I didn’t think about, his guidance was priceless. I also appreciate, Chuck Jones former EVP of Truist. He has been not only a trusted advisor but such a respected man in our Industry. The amount of giving back he does, makes me think, I want to be like him when I retire. He always is available for me; I find that genuine.
What is one thing you do better than everyone else?
Not sure what everyone else does, I compare myself to myself, but I will outperform and outwork most. I make sure when I take on a project I go the extra mile. It’s just who I am. I want people to look back and say, “Glad we hired her, she made a difference in our company.”
What do you like most about this industry?
The people. I have made so many nice friends that really care about the success of others. We are like a Family.
What is one thing you wish you could change about this industry?
Regulations. I get it, there are bad actors, but consumers need to hear from us to resolve their problems. It’s like having mental illness and not being able to get the full value out of a therapist based on regulations that would not allow them to fully work with their patient. Same goes here. I just feel we should be able to communicate with customers in a way that helps them out of bad situation. Some of the regulations hurt the customer.
If you weren’t in this industry, what would you be doing?
Rehabbing homes. I like gutting a house and starting over. It’s a lot of fun!
Describe a typical work day.
My day begins early, usually between 4:00 and 5:00 AM. I start with meditation to center myself and clear my mind, often followed by a workout. By 7:00 AM, I’m at my computer reviewing the day ahead, either handling emails from my shared office space at a mortgage company or working remotely.
At any given time, I’m typically immersed in two or three major projects. My work falls into two main categories: either I’m helping collection agencies optimize their operations and workflows, or I’m handling business development for clients who’ve brought me onto their team. I function as a temporary extension of my clients’ businesses, stepping in to either streamline their operations or expand their client base. Think of me as an on-demand specialist who comes in, solves specific challenges, and helps businesses grow before moving on to the next project.
What is your guilty pleasure?
Guilty pleasure, binge watching a dumb reality tv and snacking 😊
What is the best advice you have ever received?
When I was getting promoted to COO, I almost didn’t take the role for numerous reasons that were outside myself. I am glad I listened to my mentor at the time, who said it would be the biggest step I have taken and will set my career on a whole new trajectory. He was right. That was life changing.
What are you currently reading?
Three books I have on my nightstand that I put there and I have set an intention to get them read in short order, Tony Robbins “The Holy Grail of Investing“, Neville Goddard, “The Neville Collection” and “Worthy” by Jamie Kern Lima.
What is one fact you’d like everyone in the industry to know about you?
That I am someone who will be there for you when you need me. It may not be work, may be someone to talk to about day-to-day challenges. I believe relationships are everything.
Who else would you like to see answer these questions?
Marcelo Aita and Charles W. Jones III
I am thrilled to announce that the Getting to Know series will be sponsored by TEC Services Group in 2024. TEC Services Group is the leading technology and professional services firm in the credit collections industry offering both leading industry solutions along with unrivaled, unbiased, and experienced support. TEC is now extending its services by offering proven, industry-leading technology solutions alongside of our Professional Services to help Clients feel confident in their technology decisions. Learn more at ww.tecsg.com.
People have underestimated Susan Richards since the day she accidentally walked into the collections industry and never left. But that’s ok. She doesn’t mind putting her work ethic to use showing everyone that not only does she belong, but she belongs at the head of the table. Read on to learn more about Susan, why she loves complete rebuilds, and why she uses a Capital F to describe what she likes most about this industry.
Name: Susan Richards
Job Title: CEO
Company: CredTech Consulting LLC
Length of time at current company: 2 years
Length of time in industry: 36 years
How did you get your start in the industry?
I found my way into collections entirely by chance. Back then, agencies specifically sought out people with authoritative, intimidating voices – typically men. I remember going with my boyfriend to visit a friend who worked in collections (they’d actually called my boyfriend about a job because of his deep voice). While there, I decided to ask about opportunities myself. The friend was skeptical, warning me that I might not be ‘intimidating’ enough for the role. But I interviewed anyway and I got the job.
It was only supposed to be temporary, something to tide me over before college. Life had other plans though. What started as a stopgap became my career, and I’ve been in the collections industry ever since.
What is your career highlight so far?
Moving up to the C- Suite of a major debt buyer. I worked my way up the chain. After 16 years I got the role of Chief Operating Officer. That was a big accomplishment. I believe the other is starting my own consulting firm.
When or how are you most productive?
I get up early in the morning and go right to the computer. I have always had a strong worth ethic. I don’t need someone to tell me to go to work; I know I have things to accomplish, and I get moving.
Which industry professional do you admire most?
I have many but a few off the top of my head is Marcelo Aita, the founder of Spring Oaks. He has always been a mentor and a friend. He gives sound advice and tells me what I need to hear. I appreciate Adam Parks, when I started my consulting company, he explained some things about being an entrepreneur I didn’t think about, his guidance was priceless. I also appreciate, Chuck Jones former EVP of Truist. He has been not only a trusted advisor but such a respected man in our Industry. The amount of giving back he does, makes me think, I want to be like him when I retire. He always is available for me; I find that genuine.
What is one thing you do better than everyone else?
Not sure what everyone else does, I compare myself to myself, but I will outperform and outwork most. I make sure when I take on a project I go the extra mile. It’s just who I am. I want people to look back and say, “Glad we hired her, she made a difference in our company.”
What do you like most about this industry?
The people. I have made so many nice friends that really care about the success of others. We are like a Family.
What is one thing you wish you could change about this industry?
Regulations. I get it, there are bad actors, but consumers need to hear from us to resolve their problems. It’s like having mental illness and not being able to get the full value out of a therapist based on regulations that would not allow them to fully work with their patient. Same goes here. I just feel we should be able to communicate with customers in a way that helps them out of bad situation. Some of the regulations hurt the customer.
If you weren’t in this industry, what would you be doing?
Rehabbing homes. I like gutting a house and starting over. It’s a lot of fun!
Describe a typical work day.
My day begins early, usually between 4:00 and 5:00 AM. I start with meditation to center myself and clear my mind, often followed by a workout. By 7:00 AM, I’m at my computer reviewing the day ahead, either handling emails from my shared office space at a mortgage company or working remotely.
At any given time, I’m typically immersed in two or three major projects. My work falls into two main categories: either I’m helping collection agencies optimize their operations and workflows, or I’m handling business development for clients who’ve brought me onto their team. I function as a temporary extension of my clients’ businesses, stepping in to either streamline their operations or expand their client base. Think of me as an on-demand specialist who comes in, solves specific challenges, and helps businesses grow before moving on to the next project.
What is your guilty pleasure?
Guilty pleasure, binge watching a dumb reality tv and snacking 😊
What is the best advice you have ever received?
When I was getting promoted to COO, I almost didn’t take the role for numerous reasons that were outside myself. I am glad I listened to my mentor at the time, who said it would be the biggest step I have taken and will set my career on a whole new trajectory. He was right. That was life changing.
What are you currently reading?
Three books I have on my nightstand that I put there and I have set an intention to get them read in short order, Tony Robbins “The Holy Grail of Investing“, Neville Goddard, “The Neville Collection” and “Worthy” by Jamie Kern Lima.
What is one fact you’d like everyone in the industry to know about you?
That I am someone who will be there for you when you need me. It may not be work, may be someone to talk to about day-to-day challenges. I believe relationships are everything.
Who else would you like to see answer these questions?
Marcelo Aita and Charles W. Jones III
