In the challenging world of lending and collections, success depends as much on building trust as on financial expertise. Called “the BEST training school session in six years” by an attendee at the Credit Union Collection Consortium, Colin Ryan delivers an engaging, story-driven presentation showing how empathy, humor, and emotional intelligence reduce consumer resistance and motivate repayment. Attendees will gain practical strategies to handle emotionally charged conversations, coach their teams, and foster a culture that boosts recovery, retention, and member relationships—while staying compliant and compassionate. Customized for collectors and collection leaders alike.