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The first in her family to go to college. A state recordholder in weightlifting. Read 100 books in a year. Makes sourdough bread and quilts. Whether you think you are active or not, reading all the activities that Crystal Duplay is involved in will tire you out. It’s no wonder her day begins as early as it does. Read on to learn more about Crystal, the event she is happy to get on a plane to go watch, and why 7:30am is primetime for getting things done.
Name: Crystal Duplay. I was named after a certain long-haired country singer that was popular in the 1970s and 80s.
Job Title: My job title is Attorney. I handle a wide variety of creditor rights issues from litigation and compliance to regulatory defense.
Company: Frost Echols, LLC which is headquartered in Rock Hill, S.C. I am based out of Medina, Ohio, about 35 minutes southwest of Cleveland.
Length of time at current company: I have been at the firm for seven months.
Length of time in industry: I’ve worked in the collections industry for about 20 years including time employed as debt collector and as a paralegal. I have been licensed as an attorney in Ohio for 16 years. My entire legal career has been in the creditor’s rights industry.
How did you get your start in the industry?
I worked in the telemarketing department at a credit card company during college. After 9/11, the telemarketing switched to debt collection. Surprisingly, I was much better at debt collection than telemarketing. I briefly left the industry and returned to work as a paralegal while I finished law school.
What is your career highlight so far?
The biggest highlight of my career was the moment it began with passing the bar exam. I am the first person in my family to go to college let alone anything beyond. Passing the bar and being sworn in were two of the best days of my life.
When or how are you most productive?
I am most productive at about 7:30 in the morning. I’ve had some coffee, emails have been checked, and I am ready to start working on the highest priority task of the day. I create a daily task list to help me stay on track.
Which industry professional do you admire most?
The industry professional that I most admire is Brit Suttell. We were randomly paired to present together at an NCBA conference in 2017. Their knowledge and work ethic immediately impressed me. They have encouraged me to be more involved in industry groups. I am grateful for the influence that Brit has had on my career, and I am honored to be their friend outside of work.
What is one thing you do better than everyone else?
Outside of work, I hold the State Record in Ohio for back squats (286#) in my age group and weight class. At work, one of my key strengths is my ability to stay calm. I can adapt to unexpected challenges without getting flustered.
What do you like most about this industry?
I like that this industry empowers consumers to regain control of their own finances. It allows consumers to create payment plans, make settlement offers to pay off debt, giving them a sense of control. One of best experiences that I ever had while I was negotiating a payment plan. The consumer indicated he had six children and was worried that the payment plan would negatively impact Christmas for his kids. I was able to reduce his monthly payment for winter months, increase it during the other months. The consumer paid the same amount over the course of a year as he would have if all monthly payments were even amounts. He sent me Christmas cards thanking me for working with him.
What is one thing you wish you could change about this industry?
I wish I could change the public perception about our industry. I don’t think that our industry will ever be loved. I would at least like it to be recognized as an essential part of the economy.
If you weren’t in this industry, what would you be doing?
When I was a kid, I wanted to be a professional wrestler or an attorney. I might still be an attorney but in a different practice area. If I could not be an attorney, I think I would spend more time coaching CrossFit and powerlifting and own a bed and breakfast. My current “win the lottery” dream profession is to raise a herd of bison.
Describe a typical work day.
I get up at 4am, go to the gym from 5am until about 6:30am, and head to the office. The first thing I do is read my email while drinking a protein shake and coffee. I review my task list and get started on the day. A typical day includes reviewing answers, negotiating resolutions, responding to emails, and completing reviews of various letters, websites, and disclosures for my clients. The last thing I do before I leave at the end of the day is to move any tasks still in progress to the next day. My workday usually concludes around 4:15pm
What is your guilty pleasure?
I love watching professional wrestling. I watch it three or four times a week. I go to live events whenever it is in Cleveland. I’ve traveled across the country to attend live wrestling events including WrestleMania and the Royal Rumble.
What is the best advice you have ever received?
From my boss at my first full-time office job: “Do what’s right.” If you make a mistake, fall on the sword, take steps to correct it. Always work with integrity.
What are you currently reading?
“Fodor’s Travel Guide to the Great Smoky Mountains National Park“. If you are wondering who buys travel guides instead of using the internet to plan a vacation, it’s me. This is the 96th book that I read or listened to in 2025.
What is one fact you’d like everyone in the industry to know about you?
I listen to heavy metal music while doing hobbies not usually associated with heavy metal. I listen to metal while baking sourdough bread or preparing food for a Supper Club that I host or making quilts.
Who else would you like to see answer these questions?
Anyone who wants to.
