Empathy may be the new buzzword, but it’s been a baked in part of debtor engagement for as long as I can remember. We, as debt collectors and leaders, are selling benefits to protect our clients’ interests. We are the experts that create solutions by listening, asking questions, gathering data, and having meaningful conversations that give our debtors a roadmap to success. Collections is the only customer servicing segment that provides actionable solutions in the most difficult of times. When things go wrong, collections provides programs, options, solutions that protect credit, stop calls, protects accounts, and helps our debtors sleep at night. For so many reasons, I am passionate about our industry. We’re not just collections, we are a critical and necessary servicing ecosystem.