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It’s all the way at the bottom, but that’s not Brittney Lovegrove’s fault … it just happened to be where the question was. Her insight into the true definition of being successful is something that everyone should take to heart. It’s that type of approach that personifies what makes this industry great. Read on to learn more about Brittney, the traits that make her a great fighter of dumpster fires, and the types of books she likes to escape into.
Name: Brittney Lovegrove
Job Title: Recovery Manager
Company: Account Management Resources (AMR)
Length of time at current company:A little over two years.
Length of time in industry: 8+ years
How did you get your start in the industry?
I started from the bottom, as a debt collector at a small agency in Indiana. Over time, I worked my way through every seat in the building until I became Director of Operations. Eventually, I took a leap of faith and accepted a remote position with AMR after my predecessor persuaded me to apply. Now, I get to work a wide variety of accounts – including recovery for county court clerks in Oklahoma – which has not only broadened my experience but also given me the chance to travel and explore a state I never thought I’d fall in love with.
What is your career highlight so far?
Being able to travel and meet other professionals in this industry I’ve come to love. Every time I get to put faces to names, it reminds me how big, yet still somewhat small the industry really is.
When or how are you most productive?
Mornings: it’s my happy place – especially after a good at-home workout. Working remotely allows me to skip the commute and spend that time recharging with a book, a walk, extra sleep, or just sipping coffee in a quiet house before the day kicks off. No traffic. No kids. Just peace and most importantly caffeine.
Which industry professional do you admire most?
Most definitely Kelly Parsons-O’Brien. She has always been a backbone for smaller agencies. She implemented a small group for a specific CRM system who we all use where we share ideas, frustrations, and product revisions. We’re working with one another to work smarter, not harder.
What is one thing you do better than everyone else?
At AMR, I would say multi-task. I enjoy being able to work in a quick environment, answering questions, taking overflow phone calls, and just being helpful whenever and wherever I can whether that be on the Recovery side, Operations, or Client Services. I love being the one people come to when they need something done yesterday.
What do you like most about this industry?
I know I’m preaching to the choir, but it’s ALWAYS ever changing! If you blink, there’s a new proposed rule, a new lawsuit, or a new acronym you have to Google. But that’s what keeps it interesting!
What is one thing you wish you could change about this industry?
The consumer’s perception. I used to dread telling people I worked for a collection agency – like I had to whisper it or follow it up with “But I’m a nice one!” or “I’m not the one calling you!”
Now, I say it proudly. We’re not the villains, we’re actually here to help people resolve their debts and move forward. We’re less “give us your firstborn child” and more “let’s work something out that works for both of us.”
If you weren’t in this industry, what would you be doing?
This is hard to say – I was halfway through my Bachelor of Science in Business when I began in this industry, so I would assume that I would still be in management somewhere – I most certainly did not wake up one day thinking “I want to be a debt collector.” But here I am, and I’m glad that this is how my cards were played.
Describe a typical work day.
Dumpster fire… followed by another dumpster fire. Kidding… kind of. No day is the same, which I love. On a typical day, I’m prepping the team on their workloads, reviewing recovery reports, loading accounts, monitoring compliance, diving into QA, jumping on one-on-ones or team huddles, answering questions – you name it. It’s organized chaos but I wouldn’t have it any other way.
What is your guilty pleasure?
Psychological thrillers. All of them.
What is the best advice you have ever received?
What’s meant to be, will always be. Every detour, delay, or “what the heck is this?” moment eventually makes sense. You just have to be patient enough to see the bigger picture and grateful enough to remember how far you’ve come along the way.
What are you currently reading?
“Keep It in the Family” by John Marrs. Completely not work-related, but again, 100% my guilty pleasure.
What is one fact you’d like everyone in the industry to know about you?
I believe you can be results-driven and people-focused at the same time.
One of the biggest things I’ve learned in this industry is that you don’t have to choose between hitting goals and supporting people – you can do both AND do them well! I’ve always made it a priority to try to create a space where my team knows they’re valued, supported, and heard. I’ve found that when people feel empowered to and connected to their work, the results will speak for themselves. At the end of the day, yes, we have goals mostly to keep the lights on. But we don’t have to lose our humanity to reach them.
Who else would you like to see answer these questions?
Maybe you already have but YOU, Mike Gibb! I want to know more about how you got where you are.
What inspired you to become a moderator for the collection industry without ever working in a collection agency?
[EDITOR’S NOTE: I am flattered, but my Canadian inferiority complex, coupled with a massive amount of self-loathing, makes it unlikely.]
