The “Getting to Know” series is sponsored by Arbeit. Arbeit is a powerful, and easy to use communications platform that empowers businesses to reach more consumers. Innovative by nature, we are constantly listening to and understanding the businesses we partner with and developing long term industry relationships that allow us to be proactive in anticipating industry needs.
All Stacy Willis was looking for was a job. Re-entering the workforce following the birth of her second child, she wasn’t thinking about a career. But she found one. Two decades later, Stacy is now the Director of Operations at that same agency that originally hired her as a receptionist. Read on to learn more about Stacy and why you shouldn’t bother her on Saturday afternoons.
Name: Stacy Willis
Job Title: Director of Operations
Company: Account Management Resources
Length of Time at Current Company: 25 years.
Length of Time in Industry: 30 years.
How did you get your start in the industry?
My start in the industry was a bit unique in the fact that I was not looking for a career, just looking to get back into the workforce after having my second child. I started as a receptionist at a collection agency, and twenty plus years later, I am now the Director of that same agency.
What is your career highlight so far?
One of my greatest accomplishments thus far is successfully transitioning our recovery departments culture away from the “old-age” collector mentality. We did this through the overhaul of our training program to put emphasis on customer service skills as well as gave them a new identity. With this transitional training, we moved away from terms such as “debtor” and “collector” and moved to “consumer” and “recovery specialist”. I wanted to ensure that this was not a surface level change but that of a total culture movement. Not only did we make the internal changes, but we also turned to our external applicant process to be searching for those not only with a collection background but instead putting an emphasis on customer service skills.
When or how are you most productive?
When I am defining my MIT’s for the next day. I do this at the end each day so I can focus all of my thoughts and efforts on my preparation for the next day and not be taken off course by interruptions. These can be anything from developing/revising strategic goals, working on operational policies and procedures, personnel or customer needs, compliance and quality assurance or operational budget tasks.
Which industry professional do you admire most?
Chip Fudge, Chairman of our organization of companies. Credit Collections, Inc. was his family business which he purchased in 1992. He has influenced my life professionally and personally for the better. He has taught me everything I know about the business/industry and continues to inspire me and develop me as a leader. I strive to model my career after his and continue to look to him as my mentor.
What is one thing you do better than everyone else?
To be fair I wouldn’t say that I am better at anything than anyone else which is why I find strength in my team. I focus on filling my team with individuals who are strongest at my weakest points.
What do you like most about this industry?
That each day is uniquely its own. This industry will keep you on your toes and challenged. The constant changes and variety keep it interesting, challenging, and rewarding. Helping people to live a financially secure life is what it’s all about.
What is one thing you wish you could change about this industry?
The perception that people have of the collection industry. Economically, less collection debt means lower costs and an improved economy, and sometimes that is hard to see from the outside.
Describe a typical work day.
Recently with all of the changes going on in our world, what my typical day looks like has changed around a bit. I start my day early before employees log in for the day. This gives me uninterrupted time to knock out my MIT’s. Throughout the day I attend virtual meetings with my management and leadership team to stay connected and work through our current projects.
If you weren’t in this industry, what would you be doing?
There is life outside of collections? While I joke, I don’t know that I have ever thought about life outside of this industry? I may have fell into this industry 30 years ago but have fallen in love with what I do and can’t imagine being anywhere else.
What is your guilty pleasure?
Neglecting all responsibilities on Saturdays to cheer on my Sooners! Boomer Sooner!
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What is the best advice you’ve ever received?
“I can be whatever I want to be, do anything I desire to do…it’s all up to me.”
What are you currently reading?
I am all over the place the last eight months! The current book just depends on my mood. A few I have made my way through recently are, Where the Crawdads Sing, Tough Times Never Last, But Tough People Do, and Untamed
What is one fact you’d like everyone in the industry to know about you
If you don’t want to know the truth, don’t ask me. I am a no frills, transparent person and if asked (sometimes not even asked) I am going to tell you what I think, see, and perceive.
Who else would you like to see answer these questions?
Donna Loesch with Allied Collections in Indiana
The “Getting to Know” series is sponsored by Arbeit. Arbeit is a powerful, and easy to use communications platform that empowers businesses to reach more consumers. Innovative by nature, we are constantly listening to and understanding the businesses we partner with and developing long term industry relationships that allow us to be proactive in anticipating industry needs.
