Rising delinquencies. Increasing pressure.
The Collections Institute provides practical training and proven strategies to help credit unions strengthen collections, support members, and stay ahead in today’s evolving financial landscape.
This training will show you how to:
- Use analytical skills to evaluate a member’s true financial picture
- Manage repossessions in a more profitable manner
- Develop individual recovery techniques based on the unique circumstances of the member
- Conduct effective member interviews
- Collaborate with members to find win-win payment solutions
- Find effective hiring and compliance practices
INSTRUCTOR:
Cheyanne Sutton
Cheyanne brings over seven years of specialized experience in the collections industry. Serving on the senior management team for a credit union in Illinois as Vice President of Collections, she offers a wealth of knowledge in delinquency management, strategic communication, charge-off and recovery analytics, bankruptcy processes, credit report analysis, and workout lending. Known for her proactive and data-driven approach, she has successfully managed high-yield loan portfolios for diverse credit memberships, consistently achieving record-low delinquency ratios.
TUITION:
$1495 per attendee
LOCATION:
Holiday Inn San Antonio Riverwalk
217 N. St. Mary’s Street | San Antonio, TX 78205 | 210-272-1512
$169/night through March 17, 2026
Reservation Link: HOLIDAY INN BOOKING LINK
Cancelation Policy:
All cancellations must be received in writing and submitted via email to tbruce@rexcuadvice.com. Cancellations received more than 45-30 days prior to the event are subject to a 25% administrative fee of the conference total. No refunds will be granted for cancellations received on or after 30 days prior to the event. Substitutions are accepted prior to the start of the program and may be submitted via email. Please provide the event name, current participant name, and the new participant and email to tbruce@rexcuadvice.com
CLASSROOM AGENDA:
TUESDAY, APRIL 7
8:00am – 9:00am
Registration & Breakfast
9:00am – 10:00am
Communication Strategy
Learn how effective, compliant communication drives higher contact rates, better member cooperation, and improved recovery outcomes.
10:00am – 12:00pm
The Art of the Interview
Master the questioning techniques that uncover the real story behind delinquency. Improve promise-to-pay performance while strengthening member relationships.
12:00pm – 1:00pm
Lunch
1:00pm – 3:00pm
Essential Elements of Delinquency Control
Discover the key processes that keep accounts from rolling deeper into delinquency and reduce losses before they happen.
3:00pm – 4:00pm
Third-Party Debt Control
Understand when and how to use third-party vendors effectively while maintaining oversight, compliance, and maximum recovery.
WEDNESDAY, APRIL 8
8:00am – 9:00am
Breakfast
9:00am – 12:00pm
Understanding the Credit Score — What Collectors Really Need to Know
Learn how credit scores impact delinquency behavior, recovery strategies, and decision-making. Proper score interpretation can significantly improve collection outcomes.
12:00pm – 1:00pm
Lunch
1:00pm – 2:00pm
Inflated & Discretionary Income
Identify income that looks good on paper but doesn’t support repayment. Learn how to adjust collection strategies based on true cash flow.
2:00pm – 4:00pm
Bankruptcy
Understand the bankruptcy process, timelines, and your credit union’s rights. Learn how to avoid costly mistakes and maximize recovery opportunities.
THURSDAY, APRIL 9
8:00am – 9:00am
Breakfast
9:00am – 12:00pm
Repossession & Foreclosure: When to Start & What to Leave
Timing is everything. Learn how to make informed decisions that protect the credit union while minimizing member fallout and unnecessary expense.
12:00pm – 1:00pm
Lunch
1:00pm – 3:00pm
Charge-Off Recovery & Incentives
Charge-offs don’t have to mean lost dollars. Learn proven recovery strategies and incentive structures that drive performance and results.
3:00pm – 3:30pm
Questions & Key Takeaways
Wrap up with practical insights your team can immediately apply back at the credit union.
©Lending Solutions Consulting Inc.