Overdue Advice: Cash Flow & Debt Collection Strategies to Grow Your Business
Overdue Advice is a podcast focused on cash flow strategies and debt collection for businesses. Each episode covers credit management and accounts receivable topics such as legal collections, estate collections, and professional recovery techniques. Host Bryn Griffiths interviews experts including published authors, veteran collectors, and the CEO of MetCredit. The show aims to help business owners improve cash flow and eliminate bad debt.
Episodes
Will You Collect? Civil Litigation and AI Trends with Howie Sniderman
Host Bryn Griffiths sits down with seasoned civil litigator Howie Sniderman, just back from speaking at the National Credit Conference in Jasper, Alberta. With 45 years of legal experience, Howie shares his insights on the real challenges credit professionals face: it's not so much about winning lawsuits, but actually collecting what's owed. They also explore how artificial intelligence i
Bankruptcies Really Are Getting More Complicated, with Rhonda Fox-Miles
Host Bryn Griffiths sits down with Rhonda Fox-Miles, founder of Fox-Miles and Associates, to unpack the evolving landscape of commercial and personal insolvency. Recorded at the National Credit Conference in Jasper, Alberta, the conversation covers everything from shifts in creditor and debtor behavior to the economic uncertainties influencing the industry today. Rhonda shares real-world
What Credit Bureaus Know, and How it Affects Your Financial Future
Host Bryn Griffiths explores the dynamic world of credit reporting with two experts from Equifax, a global leader in data analytics and credit information. Recorded at the National Credit Conference in Jasper, Alberta, today’s discussion features Ken Malin, a ten-year veteran of Equifax’s credit groups, and commercial data consultant Kevin Freeland. Together, they shine a spotlight on the
Beyond the Will: Challenges and Changes in Estate Recovery with Jojo Staples
In this episode, we're shining a spotlight on estate collections: a challenging and often misunderstood area of debt recovery. We're joined by Jojo Staples, MetCredit’s Director of Estate Recovery, who brings over 20 years of specialized experience to the conversation.Together, we’ll delve into the complexities of collecting on estates, how the landscape has evolved in recent years, and t
Why Young People Need Financial Literacy, with Author Noah Booth
On this episode of Overdue Advice, MetCredit’s podcast focused on cash flow strategies and financial literacy, host Bryn Griffiths talks with Noah Booth, a now-third-year student at Dalhousie University and author of the best-selling book “A Rich Future: Essential Financial Concepts for Youth”. As someone who wrote a book on personal finance before graduating high school, Noah brings a fr
Growth, Grit, and Good People: Inside MetCredit’s Winning Formula, with Lorne Smith
In this insightful and engaging episode of Overdue Advice, host Bryn Griffiths welcomes Lorne Smith, MetCredit’s new Senior Vice President and a 20+ year veteran of the credit collection industry. Lorne shares surprising insights on the evolution of the collections business, his personal journey, and the importance of mentorship, culture, and putting people first. They get into the impact
The Human Touch in a Digital Credit World, With Nawshad Khadaroo
Host Bryn Griffiths welcomes back Nawshad Khadaroo, General Manager of the Credit Institute of Canada (CIC), for a conversation about the fast-changing world of credit and debt collection. Nawshad shares his wealth of experience as a credit professional and non-profit executive, offering a deep dive into how the credit industry—and the Credit Institute itself—has adapted since 2020.Listen
Hype vs Reality: Using AI Effectively in Debt Collection, with Kelly Paisley
Host Bryn Griffiths sits down with Kelly Paisley, President and CEO of The IT Company. With decades of experience in IT, Kelly dives deep into the rapidly changing landscape of artificial intelligence—and what it means for the credit and collections industry.Kelly explains why AI is not a monster to be feared, but also not a “magic bullet” that can solve every problem. From discussing the
When Debt Hits Home: Conversations About Insolvency and Solutions, with Rhonda Fox-Miles
Rhonda Fox-Miles brings nearly five decades of experience to this insightful episode of Overdue Advice, where the conversation zeroes in on the shifting landscape of bankruptcies, consumer proposals, and debt collection in Canada. As a trustee from Fox-Miles and Associates, Rhonda shares her front-line perspective on the gradual rise of insolvencies post-pandemic, challenging the expectat
AI, Cash Flow, Automation and Adapting for Life Success, With Martin Hunter
Martin Hunter is a visionary thinker who delves into the evolving dynamics of human necessity and economic growth. With a keen understanding of societal trends, Martin explores how the reduction in human dependency on traditional roles and resources can lead to an increase in global GDP and individual affluence. As populations shift and wealth accumulates, he observes a rising demand for
Strategies for Collecting Your Judgment, with Howie Sniderman, KC
Host Bryn Griffiths sits down with Howie Sniderman, KC, a senior litigation partner at Witten LLP, to unravel the complexities of collecting on a judgment. While achieving a judgment may seem like a victory, it's often just the beginning of a new, challenging journey towards actually securing the owed funds. Howie breaks down the intricacies of this process, from understanding what a judg
Weathering Disruption in the Financial Services Industry, with Mark Daprato
Host Bryn Griffiths is joined by Mark Daprato, a board member of the Receivables Management Association of Canada and the organizer of its upcoming National Conference on Nov 14. This year's conference has a bold and thought-provoking theme: "Weathering Disruption in the Financial Services Industry." Mark shares insights into the conference's focus on the massive disruption happening in t
How Executors Navigate Estate Administration in a Digital World, with Ari Brojde
Delve into the world of estate administration in the digital age with our guest, Ari Brojde, CEO of Estateably. Host Bryn Griffiths uncovers the secrets behind efficiently managing debts, distributing assets, and handling the ever-evolving landscape of managing and closing estates. Ari shares his journey, from recognizing industry pain points to creating a revolutionary software platform
This Big Win for Civil Debt Litigation Could be Contagious, with Tim Browatzke
Small Claims Court just became bigger, at least in one jurisdiction. In the Canadian province of Alberta, the limit for civil litigation in the Provincial Court system has recently doubled from CAD $50,000 to $100,000. This means Albertans and agents like MetCredit can go to court without a lawyer in the province to collect much larger debts, benefitting from reduced costs and shorter wai
Upping Your Game (and Pay Grade) in the Credit Industry, with David Hopkyns
The Credit and Receivables Management Industry is a complex one. Yet for ages, there was no standardized training or certification for credit professionals. David Hopkyns, ACI, has helped change that in his work as National Director for the Prairies of the Credit Institute of Canada, which today has nearly 2,000 members across the country. The CIC has built a respected roster of certifica
Understanding Consumer Proposals and Bankruptcy with Rhonda Fox-Miles
When debt piles up and becomes unmanageable, what can you do? More people than ever are turning to consumer proposals and even bankruptcy as a way out. The promises you hear in advertisements sound liberating—but is there another side to taking drastic measures? Rhonda Fox-Miles, a licensed bankruptcy trustee since 1999 and Registered Social worker, talks with host Bryn Griffiths about th
Getting Cutting-Edge in Accounts Receivables Management with George Preece
The Receivables Management world is a magnifier of business challenges. Whenever the economy becomes difficult, the credit world is in for a ride. MetCredit's central region business development manager George Preece is a credit industry veteran who co-founded the Receivable Management Institute (RMA) more than a decade ago. He joins host Bryn Griffiths to talk about improving collections
Collecting Debt Better Through Tech and Transparency, with Tyler Wonderlic
If you’re like most people, you seldom answer phone calls from anyone you don’t recognize. And for good reason. A universal surge in spam calls and fraudulent players (usually spoofing outgoing numbers) has tarnished our trust in conventional caller IDs. For a telephone-centric company like MetCredit, this behavioural change has been a huge challenge in reaching consumers. And as has ofte
Scaling up Your Career in Credit, with Credit Institute GM Nawshad Khadaroo
Working in the credit industry is an opportunity to make an impact on businesses, individuals and the economy itself. But how do you stay fresh, inspired and on top of your game? Host Bryn Griffiths joins Credit Institute of Canada General Manager Nawshad Khadaroo to talk about how being part of an engaged community provides learning, education and support, while linking you with others w
The Power of Business Data in Receivables Management, with Stephanie Flierjans
Dun & Bradstreet has evolved a lot in its 173-year history. Now the world's largest trade payment database with over 360 million lines of global trade, it is known by most business people as a risk company for credit reporting. As D&B's director of data acquisitions, Stephanie Flierjans has spent most of her 35-year career with the company. In this episode, she tells host Bryn Gri
When Receivables Keep CEOs Up at Night, With Martin Hunter
A lot of things keep CEOs up at night, from HR and supply chain issues to operational challenges and cash flow. But most often it's cash flow. Host Bryn Griffiths is joined by Martin Hunter, managing partner of URGEO, a company specializing in helping CEOs achieve operational excellence, to discuss why accounts receivable are such a challenge—and how leaders can solve it to focus on their
Lucky You: How a Job in Collections Can Change Your Life, with Tim Paulsen
Ever thought of a job in collections? Many successful collectors never did, and now can’t imagine themselves in any other career. Author and trainer Tim Paulsen returns to Overdue Advice to share advice for accounts receivable management teams and collectors—and shines light on the life-changing magic of working in collections.
When to Litigate and When to Use a Collection Agency, with Howard J. Sniderman, QC
When a customer decides not to pay your invoice, what do you do? Should you sue, or take the file to your collection agency? It's not always an easy question, and one that lawyer Howard "Howie" J. Sniderman has helped business leaders answer for decades. After listening to this episode, you'll be equipped to make the decision for yourself!Learn how to create emotional distance from the pr
How a Collection Agency is Your Company’s New Best Friend, With David Hopkyns
What happens when you send an account to collections? What will the collection agency do—and what won't they? What kind of businesses are best suited to use a collection agency?MetCredit VP Business Development and industry veteran David Hopkyns joins host Bryn Griffiths to open the Overdue Advice mailbag and answers these and other questions listeners frequently ask us. Join Bryn and Dav
Turning Adversity into Advancements, with MetCredit President & CEO Brian Summerfelt
It's been an incredibly tough two years. At MetCredit, we've always been a people business. In recent years, with competitors outsourcing their call centres overseas, we've taken pride in having real people working from our offices. So the work-from-home orders of COVID-19 threatened our very existence. Many of our contracts with banks, telcos and other large clients prohibited doing exac
The Life-Changing Magic of Working in Collections, with Quinn Yule & Greg Hunka
When does a job become more then a 9-to-5 but something that transforms people's lives? Host Bryn Griffiths talks with MetCredit Collection Manager Quinn Yule and Human Resources & Quality Assurance Manager Greg Hunka about their careers with the company, and how it has changed their lives but the lives of many of those with whom they've worked, in the office and even at the receiving
Tales from Two Cities: How Edmonton & Halifax Chamber CEOs See the Year Ahead
After two years of uncertainty and surprises, what’s next—and how can Canadian businesses plan and grow in such crazy times? MetCredit is a member of more than 50 Chambers of Commerce across Canada, and we love to make use of this great resource. In this episode, host Bryn Griffiths talks to Jeffrey Sundquist, President and CEO of the Edmonton Chamber of Commerce and Patrick Sullivan, Pre
How AI is a Game Changer in Debt Collection, with Anand Mahurkar
Artificial Intelligence is a more than a hot-button topic lately. It's a group of technologies that is revolutionizing our way of life. From asking Siri on your smartwatch to the emergence of self-driving cars, machine learning and computers that “think” are rapidly working their way into every home, office and garage—as well as our pockets and wrists. Anand Mahurkar spent three years on
What it Takes to be a Collection Agent, with Collectors Ourvashi, Zak and Jay
Ever wondered what it’s like for the people who make collection calls for a living? Meet Ourvashi, Zak and Jay, three collectors at MetCredit. Learn why Jay, a former nurse and father of three, Ourvashi with a Bachelor of Commerce in Accounting and Finance, and Zak, a university graduate with loads of ambition, decided to work at MetCredit — and thrived in their professional and personal
Debt Protesters: Can Debtors Turn the Tables on Collections?
Disputing a bill is not terribly uncommon, and in some cases makes sense. Billing errors can happen, and it’s fair to have them resolved before paying. But imagine claiming you don’t need to pay ANY bills—or even your rent—ever, because you have special status or philosophical separation from your “debtor self” that renders financial obligations null and void. Such are the type of stances
Compassion in Debt Recovery, with Michele Murray, Anthony Sabatelli & Raphael Karamichailidis
Consumer debt collection is delicate business at the best of times. Throw in a global pandemic where people’s livelihoods are in doubt, and it becomes exponentially harder. For telecommunications companies, the question becomes more than ever how to help customers, who need their phones and the Internet to work and function, but many of whom are struggling to pay for other essential servi
Recovery to Growth: Upgrading Your Mindset with ‘Construction Millionaire Secrets’ Author Dominic Rubino
What we need is a deep breath to reset how we think about our businesses. Enter Dominic Rubio - a professional business coach, entrepreneur, host of his own podcast called The Profit Toolbelt. While this episode isn’t specifically about credit and debt recovery, we wanted to hear what Dominic Rubino has to say about planning for the future because the first step to debt recovery, is not t
Accessing Credit Solutions In A Pandemic, with Jayde Samarzija.
Individuals, businesses, industries, and governments have struggled to cope with the pandemic. Understanding what’s happening, why, what the risks and dangers are, and what to do about it affects everyone. It’s glib to say, “things are mess,” or “they’re going to be different.” Of course they’re a mess and they’re going to be different, but how? Our guest this episode is going to try to
Recovering from COVID with Marc Billard
There’s no need to guess why it’s been months since we recorded a podcast. When the pandemic lockdown happened in March, everyone was scrambling. Well, almost everyone. Businesses without interruption, continuity, or disaster plans, scrambled to make them up as they went along, as if things aren’t hard enough. The fact that people’s incomes were locked down too, complicated matters more.T
Solutions for Unsolvable Debt with Jayde Samarzija, Quinn Yule, & Zak Abdi
If your customers are consumers, this episode is going to be of special interest. We’re going to pull back the curtain and have a frank discussion with debt collection specialists about how they try to resolve people’s debt problems.Most consumer debts aren’t big - a reminder or call from a third-party collection agency like MetCredit is enough of a wake-up call to get paid. For a minorit
Scaling Up Collections Teams for Clients with Murat Akbay
Every episode of overdue advice is aimed at providing business leaders perspective on how and why debt collection can have a positive effect on your business’s cash flow and customer relationships. By the time some companies contact MetCredit, the pressure of receivables is extreme. MetCredit can usually start collecting within a few days. If it’s a larger client, MetCredit scales up to a
Careers in Collections - How Long Term Employees Foster Success
The financial services sector is built on trust. The clearer the contract, the more trust. In debt collection experience is the currency of trust. Debt collection is a people business after all. And MetCredit's people know their business. If you tour MetCredit's offices, you'll see long time service awards of 5, 10, 15 and over 20 years experience. In business, longevity translates as con
Communication Choices for Customers - Flexible Collections with Simon Howard
When you think about debt collection, you think about a phone call. There was a time when that was more or less true. It's 2020 and the telecom industry has shifted. Cord cutting means landlines aren't as available as they used to be, and there's no phone book for mobile phones. Text messaging have shifted when and where collectors can reach people. Simon Howard is the Canadian Director o
Team-Driven Success: Team Building with Shawn Virk
We live in the self-help era. From books to YouTube, you can learn about anything, or learn to do anything. Restoring an old radio, or calibrating a robot motor is one thing. How do you build a team? Soft skills are hard. Debt collectors get results, but almost entirely through soft skills. Debt collection is, mostly, one person communicating with another.Shawn Virk is a Vice-President at
Keeping Up With Compliance with Greg Hunka
Some industries are regulated more than others. The Financial sector is one of the most high regulated sectors in the Canadian economy. And within finance, debt collection is a unique - and often - ignored corner. But it’s a corner with a lot of legal obligations…so today, we’re talking about compliance. When a company is meeting all its legal obligations, it’s in compliance. Regulations
Legal Collections in the United States (and how to avoid it) with David Cook
If you're organized and attentive to your accounts receivable, collections can be an orderly process, but it's still stressful. The general impression is that collections has a negative impact on business relationships. In fact, professional debt collection can reset and improve relationships with clients. What happens when things go really off the rails?We've covered Canada, but we've ne
How Professional Collectors Recover More, with Tim Paulsen
Credit and debt collection is as much social engineering and art as it is about business and finance. The crux of debt collection is asking for the money, but it’s not like a sales job. Tim Paulsen is an Accounts Receivable expert focused on training collectors. He’s an author of several books including the Amazon 5-star rating for “Paid in Full” and “Tipping the Scales,” about maximizing
The MetCredit Experience with George Preece
George Preece is a veteran of credit and collections in Canada. He served as President of the Credit Institute of Canada, and he was also a founding member and first president of RMA, the Receivables Management Association of Canada. He joined MetCredit in January of 2019 and works with clients in Ontario, and across Canada. George was in Edmonton for working meetings and we decided to it
Debt Doesn't Die: Estate Collections with JoJo Staples
After hours-long searching online, you'll find very little information about estate collections. What you will learn about estate collections - collecting from the deceased - is that it's a specialized branch of debt collection, virtually no one offers the service, and if you want to learn more, you pretty much have to talk to our guest, JoJo Staples.JoJo is MetCredit’s Estate Recovery Su
When the Bank Won't Lend You Money - Consolidation Strategies with Jayde Samarzija
Debt is egalitarian. It doesn't discriminate. Credit card and line of credit debts can inflate until they're so large the debt crowds out the rest of your life. It's not uncommon to have a house, a car, and other assets, but max out credit to the point where the bank won't talk to you. Then what? Jayde Samarzija is a mortgage broker who specializes in using equity strategies to not just g
Managing Credit Before It Becomes Bad Debt with Benjamin Scott of Accès Crédit
If you think soft skills were easy, try asking someone for a few thousand dollars they owe someone else. But businesses are moving away from having their own credit managers and collections departments. The loss of internal expertise comes at a price: more bad debt, and more collections. In this episode, Andreas Schwabe talks with Benjamin Scott, CEO of Accès Crédit. The conversation touc
Getting Personal: Collections as a People Business with Marc Billard
Who is a debt collector? Looking at MetCredit's career videos, you'd think they only hire shy, reserved wall-flowers who are more comfortable being in the background. You might think the biggest asset for debt collectors is nerves of steel. But being a superhuman pillar of strength isn't what's most needed in debt collection. Maturity, emotional intelligence, and problem solving skills ar
The Voice of Experience: Perspective on Collections and Cash Flow, with George Preece
George Preece started his career in 1964 as a loan manager with a bank. He would go on to manage loans and collections for some of Canada's most storied institutions. At the time, even banks had what can be described as "uneven" loans and collection policies. Fast Forward to this episode and George provides perspective on how the industry developed, how he helped shape the industry, and p
What Happens When Credit Professionals Get Together
It might come as a surprise that issues, solutions, products and services in the financial credit sector are constantly evolving. Every two years the Credit Institute of Canada invites its members to gather and learn about new trends in the industry. MetCredit's VP of Business Development, David Hopkyns, talks about the 2019 convention in Niagara Falls - and what issues have seen change,
Why Waiting for a Turnaround Could Kill Your Business, with David Hopkyns
Jobs numbers are the best they've been in a generation, but investment is down. Voters across the country have sent multiple-term governments packing. Are we on the cusp of a turnaround, or waiting for the other economic shoe to drop? It's better to be proactive than reactive. If revenue is important to your business, then uncollected revenue is affecting your bottom line and ability to d
Your First Experience with a Collection Agency & How to Make It a Success
In business the bottom line is literally the bottom line. When it comes to outstanding revenue, we’ve heard time and again from experienced debt collectors: do not wait. Time is the enemy. If you want to recover as much money as possible, you need to act as quickly as possible. But that’s really the question. Act? Sure! But what to do…where to turn? If you’re prepared to rebuild your bott
Businesses Need to Know: The 3 Types of Debtors
People are hard-wired to find patterns. Whether it’s a picture, sound, or behavior, we look for patterns in everything. Businesses are good at detecting patterns in customer behavior. They’re not so good at predicting behavior - especially when it comes to who is going to default on a payment. Katrina Nilsen is a Collection Manager, and TsiTsi Chiwara is a collector at MetCredit. Part tru
The Truth About Debt Collection
Most people have never experienced a call from a debt collector, but opinions about the debt collection process are many and varied. What do you really know about debt collection and how it works? Debt collection is heavily regulated in Canada, but that doesn't mean anyone understands it. any better than patent law. Debt collection is a formal process with guidelines on everything from pr
The Job of Debt Collector
The popular image of debt collection is a bunch of snarling, angry, vindictive trolls who find joy in making life miserable. They follow you around with a money magnet, siphoning your hard-earned cash that you want to use for other things. But debtors have already used their money for other things, and can't afford the new things. Small and medium businesses worry about how collections wi
Five Critical Debt Collection Tips for Surviving an Economic Downturn
Ask three economists their opinion on an issue, and you might get four answers back. Is the economy up? Is it flat? Is it down? You have to act when you're facing an economic downturn. Episode 3 of Overdue Advice reveals the 5 things you can do to make a down economy more tolerable for your business.
Three High-Impact Actions to Take Charge of Accounts Receivable
Running a business is demanding. We look for processes and habits that foster stability and routine. Habits are comfortable, but they're not always efficient or good business. With trade tariffs and barrier, political instability, and even climate can further complicate matters. As margins shrink, you need to find ways to do business better; smarter. You need to deal with cash flow issues
The Magic of Debt Collections
Episode 1 - Overdue Advice is the podcast about dealing with outstanding debt. In the first episode, host Andreas Schwabe talks with Brian Summerfelt, President and CEO of MetCredit, Canada's leader in ethical debt collection. Episode 1 covers a lot of ground, starting with what debt collection actually is, how it works, and how Brian wants MetCredit to transform how debt is collected.
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