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Reading her answers, it’s clear that Taylor Klingenberg is articulate, thoughtful, perceptive, and slyly funny — all the things you want in someone whose job it is to be a great communicator. Combining her love of analytics and design, coupled with an ambition to deliver an amazing customer experience, she has found a home here in collections. Read on to learn more about Taylor, why it’s a good thing if she ever offers you constructive criticism, and why you should never mistake her being quiet for being disengaged.
Name: Taylor Klingenberg
Job Title: Director, Digital Communications
Company: Resurgent Capital Services
Length of time at current company: 3 years
Length of time in industry: 3 years
How did you get your start in the industry?
I found my way into this industry unexpectedly. I saw a job posting that seemed to perfectly align with my niche set of analytical and design skills, and after applying, I realized it was in accounts recovery. I was immediately intrigued by the challenge of marketing in a highly regulated and complex space. Meeting Kristyn Leffler and Amanda Smith during the interview solidified my decision. Their intelligence and commitment to innovation convinced me that this was the culture I wanted to immerse myself in, and I was eager to take on the unique challenge of marketing debt resolution.
What is your career highlight so far?
This one’s tough. My typical response would be self-deprecating, but I’ll rephrase it in an optimistic way by saying my greatest highlight is not a single achievement, but rather the consistent effort to level up both my team and my own skill set. I operate with a high baseline — I expect anything associated with my name to be creative, impactful, and compliant. That continuous process of elevating standards and ensuring a strategic, high-quality output is the career highlight I live in every day.
When or how are you most productive?
I’m most productive in a two-stage process. I’m energized and effective when I can first deeply analyze a problem independently. However, my most valuable output occurs after I’ve synthesized those initial thoughts with the appropriate stakeholder conversations. I find that talking through potential solutions and challenging my assumptions by hearing multiple perspectives is the only way to ensure a robust and comprehensive strategy.
Which industry professional do you admire most?
Within my current professional network, I admire Kristyn Leffler and Amanda Smith. Their passion for innovation, coupled with their genuine investment in their team, is energizing. They are the primary reason I chose to transition from a digital marketing agency into the accounts recovery space.
Separately, in the broader world of UX design, I highly recommend following Kate Moran — her content is essential for anyone looking to advance their user experience strategy.
What is one thing you do better than everyone else?
I consistently serve as the bridge between vision and communication. People come to me with a complex idea, and I help them clarify, articulate, and/or visualize it. My background working with diverse clients across multiple industries honed my ability to dissect a concept, identify the most critical message, and then convey that message through the appropriate tone and channel. In short, I excel at building the necessary content architecture to ensure clarity and impact.
What do you like most about this industry?
Everyone’s willingness to collaborate and share insights is what I appreciate most. The community within this industry feels genuinely supportive of one another, which is essential for navigating complexity and driving innovation across the recovery space.
What is one thing you wish you could change about this industry?
Oh. This is a good one.
I wish we could simplify the lack of digestible, customer-centric education. The industry operates under such necessary legal and compliance guardrails that, by the time public-facing content is approved, it’s often too generalized or confusing, which only reinforces the negative narrative perpetuated online. I wish we could find compliant, creative ways to share simple educational content that clearly explains an account’s general journey and options without resorting to a “Frankensteined” message.
If you weren’t in this industry, what would you be doing?
My professional passion is functional design — the practice of creating elegant and useful experiences. Realistically, I’ll be fulfilled in any role that grants me the space to produce thoughtful experience designs. If I were to pursue a passion project, I would be an interior designer. The combination of engineering a space for functional living while also serving as a creative outlet sounds like an absolute dream.
Describe a typical work day.
Get baby ready for daycare. Get Taylor ready for work. Workout. Emails. Meetings. More Emails. Dinner. Get baby ready for bed. Get Taylor ready for bed.
What is your guilty pleasure?
Saying no to Friday plans when I’m just staying home with a glass of wine, some dark chocolate, and a movie I’ve already seen a couple of times. Bed by 10 p.m.
What is the best advice you have ever received?
The best advice I’ve ever received is that critical feedback is a good thing. It means that person thinks you’re capable of more. It’s when you stop receiving honest feedback that you should be worried.
What are you currently reading?
Personal: “The First Witch of Boston” by Andrea Catalano. Still deciding how I feel about it.
Professional: “Great by Choice” by Jim Collins
What is one fact you’d like everyone in the industry to know about you?
That I prioritize listening and learning over speaking. If I’m quiet in a meeting or on a call, it’s a sign that I am actively absorbing information and gathering my thoughts, not disengaging.
Who else would you like to see answer these questions?
Emma Atkin at InDebted
