This article is a powerful reminder of the significant and important roles people who work in the collections and recoveries arena now have when dealing with customers facing debt problems. Not just the guys on the phone or out in the field who deal direct with the customer, but back office teams, conduct & risk teams, strategy guys, even the CEO! have got to be mindful of the impact of their individual roles and how difficult people can find it being in debt, facing up to it and dealing with it.

In Ascent we talk about ‘doing the right thing’ where we can openly challenge process and procedure so that we hold ourselves to account before anyone else does.