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For all the interest and buzz about technology and artificial intelligence, Priscilla Class wants to make sure that the people around her, and the rest of the credit and collections industry, don’t forget that this industry succeeds when it doesn’t lose sight of the fact that it’s humans on the other end of the phone or conversation. Being a good communicator is important to Priscilla for that reason, and many others. Read on to learn more about Priscilla, why curiosity is never a bad thing, and what keeps her going throughout the day.
Name: Priscilla Class
Job Title:Operations Manager
Company: Castle Credit Co Holdings LLC
Length of time at current company: 7 years
Length of time in industry: 17 years
How did you get your start in the industry?
I got my start by learning hands‑on and being open to opportunities beyond my original role as a collector. I focused on understanding the full operation, asking questions, bringing solutions, and learning from experienced leaders around me. My curiosity helped shape my growth in the industry.
What is your career highlight so far?
Rising through the ranks from the bottom and into a leadership position, where I have successfully enhanced operational performance and processes while fostering a stronger organizational culture, has been my career highlight.
When or how are you most productive?
I am at my most productive when tackling problems and streamlining processes for my team. Although it can be time-consuming, analyzing performance data and creating structure around it ultimately benefits the entire team.
Which industry professional do you admire most?
Dan Beezowski has been both my boss and mentor. His ability to juggle multiple roles, share his extensive knowledge, and think creatively has had a major impact on my professional development. His leadership style, which fosters growth and curiosity, has influenced how I approach my work.
What is one thing you do better than everyone else?
I’m strong at bridging operations, people, and communication. I’m intentional about how I communicate with my team and my customers. I try being relatable, transparent, and compliant, which has helped build trust and stronger relationships. I’ve learned that when people understand the “why” and feel included, they’re more engaged and motivated.
What do you like most about this industry?
I appreciate that this industry is embracing AI while also emphasizing the importance of human oversight. We are constantly evolving, which encourages us to monitor and enhance our processes. There’s always something new to learn and improve.
What is one thing you wish you could change about this industry?
I’d like to see more emphasis on healthy workplace culture, transparency, and modernization—especially as technology continues to evolve. I see the benefits of AI and appreciate how it can improve efficiency, but I also feel strongly about the importance of human interaction—especially in collections.
If you weren’t in this industry, what would you be doing?
I’d likely still be in a role focused on operations, process improvement, or team leadership—somewhere I could build systems and help people work more effectively.
Describe a typical work day.
My days usually start with reviewing how we’re performing—looking at payment trends compared to goal and sharing a quick update with the team, to get the team aligned. From there, I spend a lot of time supporting people: reporting to executives, checking in with leadership, coaching around KPIs, and helping remove any roadblocks that might be slowing down my teams.
I also work on the strategy side—refining settlement options, hardship approaches, enhancing digital communication and recovery tracking—while making sure we stay compliant and customer‑focused. Throughout the day, I connect one‑on‑one with collectors, my support team and our offshore admin team to answer questions, support initiatives, improve processes and ensure we meet deadlines. Every day is a mix of people, problem‑solving, and strategy, and that variety is what I enjoy most.
What is your guilty pleasure?
Coffee all day!!
What is the best advice you have ever received?
Don’t be afraid to ask questions and think differently. Growth comes from curiosity and challenging the norm.
What are you currently reading?
“Olga Dies Dreaming” by Xochitl Gonzalez
What is one fact you’d like everyone in the industry to know about you?
I care deeply about balancing results with empathy—strong operations matter, but people always come first. I see AI as a tool to support—not replace—human connection.
Who else would you like to see answer these questions?
Dan Beezowski
