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Relying only on a first impression of Rachael Moody is likely to give you the wrong idea about the kind of person she is, she will tell you. You have to wait for her to get comfortable for her true personality — and a self-described “loud” laugh to come out. Just how loud is it? Read on to learn more about Rachael, why her first boss in collections considered her to be “money” and what is likely the first hashtag ever to be included in one of these profiles.
Name: Rachael Moody
Job Title: Director of Platform Operations & Automation
Company: Complete Recovery / Waypoint Resource Group
Length of time at current company: Two months
Length of time in industry: Five years (started with KLS Financial Services)
How did you get your start in the industry?
I got my start in the collections industry shortly after earning my bachelor’s degree in business management. While searching for opportunities, I came across an Administrative Assistant position at KLS Financial Services. Collections wasn’t an industry I had initially considered, but after learning more about the company and its mission of “changing the face of collections,” I was intrigued.
During the interview process, Kim noticed my Australian accent and jokingly remarked that my voice was “money.” More importantly, she recognized my leadership and management experience and saw potential for me to succeed in collections and grow within the organization. That perspective opened my eyes to a career path I hadn’t originally envisioned.
Although I entered the industry with no prior collections experience, I was committed to learning quickly and making an impact. Within my first six months, I exceeded performance expectations and was promoted to Collections Manager. Less than a year after joining KLS, I advanced to Operations Manager, where I continued to expand my responsibilities and deepen my understanding of the industry.
Looking back, what started as an unexpected opportunity became the foundation for a career focused on operational excellence, leadership development, and continuous improvement.
What is your career highlight so far?
One of my proudest career achievements was helping lead the operational initiatives that contributed to our company reaching a major revenue milestone. The accomplishment represented process improvement, team development, and strategic execution that year. Seeing those efforts drive meaningful business results was both rewarding and a reminder of what can be achieved when teams are empowered and working toward a common goal.
When or how are you most productive?
I’m most productive when I have a balance of collaboration and quiet focus. I enjoy working with others to solve challenges and improve processes, but as a morning person, I do my best thinking during uninterrupted time early in the day.
Which industry professional do you admire most?
I admire leaders who challenge conventional thinking, embrace innovation, and invest in developing their people. The leaders who make the biggest impact are those who create opportunities for others to grow while driving meaningful change. That person for me is Kim ‘boss lady’ Stone Bujnis.
What is one thing you do better than everyone else?
I excel at connecting people, processes, and business goals. I enjoy identifying opportunities for improvement and building practical solutions that create value for both the organization and the teams supporting it.
What do you like most about this industry?
The collections industry is constantly evolving, and I enjoy being part of an environment where innovation, compliance, customer experience, and operational excellence all play an important role in success. #alwayslearning
What is one thing you wish you could change about this industry?
Medical debt under $500 not credit reporting 😉
If you weren’t in this industry, what would you be doing?
I’m passionate about helping children develop healthy habits and understand the importance of nutrition and physical activity from an early age. I believe the knowledge and habits formed during childhood can have a lasting impact on overall health and well-being.
Describe a typical work day.
No two days are exactly alike, and this being a new role in a new company there is a lot of learning, and a lot of meetings. However, my day usually includes collaborating with leadership teams, reviewing operational performance, supporting platform and process improvement initiatives, evaluating automation opportunities, and working with teams to remove obstacles that impact efficiency and performance.
What is your guilty pleasure?
I wouldn’t say guilty pleasure, but one of my boyfriend’s and my favorite at home date night meals is pizza and sushi from Harris Teeter.
What is the best advice you have ever received?
Focus on progress, not perfection. Continuous improvement and consistency create far greater results than waiting for the perfect solution.
What are you currently reading?
“Onyx Storm” by Rebecca Yarros, but to be honest I haven’t had much time to read lately.
What is one fact you’d like everyone in the industry to know about you?
I may come across as quiet at first, but I’m usually just observing and taking everything in. Once I get comfortable, my sarcastic sense of humor and loud laugh tend to make an appearance.
Who would you like to see answer these questions?
Erin Smith
