What’s Inside?
In this episode of The Eltropy Exchange podcast, host Michael Pupil speaks with Desiree Williams, Collections Manager at Money One Federal Credit Union. With over 15 years of experience in collections and a passion for member-first service, Desiree shares how her team balances empathy, accountability, and technology to turn collections into an opportunity for deeper connection.
From early outreach via text messaging to strengthening collaboration across lending and collections, Desiree offers tactical insights on leadership, team engagement, and proactive communication. The conversation explores how she’s built a culture of transparency, introduced texting to improve member response rates, and uses training, tech, and humor to keep morale high during high-pressure times.
If you’re navigating rising delinquencies, looking to modernize your collections approach, or seeking inspiration from a real credit union leader in the trenches—this episode is packed with value.
- AI in Text Messaging, Collections Management, Collections Strategies, Eltropy Exchange, Financial Services, Leadership in Collections, Member Engagement, Proactive Collections, Service-Oriented Approach
Desiree Williams
Collections Manager, Money One FCU
Desiree Williams is a Collections Manager at Money One Federal Credit Union. With over 20 years of experience in banking and credit unions, including 15 years in collections, she has seen firsthand how a service-first approach fosters loyalty, boosts engagement, and enhances collaboration across departments. By integrating financial counseling and debt solutions into her strategy, her team has transformed collections into a member-focused experience that drives results.
