The “Amazonification” of everything is rapidly changing member expectations about they ways they should be able to interact with credit unions. In the collections and loss mitigation space, technology has lagged behind that of other areas in banking. But with economic headwinds and hiring and retention still difficult, the way credit unions interact with members is going to need to be more digitally-focused to adapt to this changing climate. During this presentation, RuthAnn will make the case for introducing a digital-first collections experience that goes beyond texts, emails and chats.
RuthAnn Riggs
RuthAnn Riggs serves as Constant’s Chief Growth Officer and is responsible for creating new pathways for growth, by optimizing trends, data, integrations and partnerships in the credit union space.
Using her skills as a Lean Six Sigma Black Belt, RuthAnn has driven operational efficiencies and transformed businesses across her 20 years in the financial services industry. RuthAnn’s most recent role prior to joining Constant was EVP and chief operating officer at Credit Union Loan Source. Her strategic direction enabled the CUSO to grow efficiently while improving systems, processes and customer satisfaction.
RuthAnn is an experienced and engaging speaker and a subject matter expert on credit and loan servicing strategies. She is often sought out by conference organizers and media outlets to share her thoughts and expertise on loan servicing, including for the 2022 NACUSO conference on loan participations.
RuthAnn holds a Bachelor of Arts from Texas Tech University and a Masters of Business Administration from Troy University. She is also a valuable member of the AFSA Women's Leadership Council and the board of the National Auto Finance Association.
As delinquencies rise, credit unions will have to find ways to deliver effective hardship assistance to members that will return the loan to good standing quickly. But many hardship assistance programs are subjective and rely on judgment rather than rules. RuthAnn will explore how to create effective, compliant hardship programs that will replace opinion with fact, remove operational burdens, and adhere to regulatory guidelines.