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Credit Q&A - Mandy Turner

Credit and Collections Team Lead at Valvoline

What is your background?

I received a Bachelor of Business Administration with a concentration in Marketing from the University of Kentucky. I spent 13 years in sales before moving over to credit, where I have been for 7.5 years.

How did you first enter the field of Credit & Collections?

Through a merger, I left my sales job and got a customer service position within Valvoline. My intent was to get my foot in the door and wait for something to open in Marketing. I found an opening for a credit and collections analyst and knew I’d be a good fit. I was hired for that position, thus starting my credit and collections career.

What is your job title and what are your responsibilities?

Currently, I am a credit and collections team lead. I have 12 direct reports that I work on day-to-day issues with them as well as their more challenging collection issues. I also work with my Credit Manager to help streamline tasks, using the most up-to-date information and technology that we have available to us.

Can you describe your typical day?

There is no typical day. Some days, I am a firefighter putting out fires. On other days, I work on trying to figure out why an account paid the way it did. Some days, are just pure chaos with a bunch of things all being juggled at once. My main priority is keeping the entire current AR at 95% or higher. I work with our sales teams to help get some of our troubled children collected and cleaned up.

What would you say are your greatest accomplishments in this industry?

I quickly learned what it means and is like to be in the credit industry. Just 7.5 short years ago, I came in with zero experience. Since then, I have earned my CBA designation from NACM, earned 2 promotions with the latest landing the team lead position. I’ve gone from being very green in the industry, to leading 12 people in that short span.

Where do you see yourself in 5 years?

I want to continue leading the way for this team. In my team lead role, I have been able to work with other areas to get new or improved processes in place to make every collector’s role a bit easier. I want to continue meeting the challenges thrust upon me, perhaps leading to a Credit Manager position.

What advice would you give someone thinking of entering the field?

This is very fast-paced. Be ready to think quickly on your feet, yet be very diligent in all you do. In credit and collections, it’s all about the details. When dealing directly with customers, don’t take it personally when/if they get short-tempered with you. Continue to work with them to help solve any issues they are having.

If you weren’t working in credit, what do you think you’d be doing career-wise?

Probably something in a customer service role. I truly like helping others. My wildest dreams would be to win the lottery, retire, and travel the world!