A new chapter and motivation for my work in data, analytics, and culture

This weekend, I spent time gathering with my family for a wedding. What a better way to catch up with loved ones that you can't see very often than such an occasion! Since I started my new role at Bank of America only 3 months ago, many of them were eager to hear how I like it, how the role is, and what are some things that are exciting in this space.

Typically when you tell someone that you're in Collections and Recovery, they don't have great images that come to mind. I get excited, though, because thanks to great leaders such as Al Osorio, we're trying to change that image for Bank of America. I usually get excited to share about how we're using data, analytics, and models to figure out the best way to help people avoid, get through, or get out of a collections or recovery scenario. It's all very nerdy, though, so most people are just happy that I'm happy and then the conversation changes.

One of my relatives, however, reacted in a way that sent a chill down my spine and a tear to my eye...here's her story...

About 6 years ago, my uncle passed away from a terrible journey with cancer that he eventually lost. It was a long time and a lot of pain in the making, but eventually his story ended and his family had to pick up the pieces to move-on. One such daunting and difficult task, of course, is chasing down the debt that the person had in their name, figuring out what it all sums up to, and then how you're going to clear it off without causing some downwind credit issues for the rest of the family. My aunt, who was still supporting one son who's deaf and autistic, discovered that my uncle had had a few accounts that were only in his name and had some (not terribly large) balances on them. One was with Bank of America and that happened to be the first bank that she contacted.

After talking to one of our agents, she was warm-transferred to someone in Collections. Although she couldn't remember the man's name now, she wished she could. After listening to her story and looking up my uncle's account information, he asked if her name was on the account. She said that it was not and he put her on a brief hold. He came back to the line a couple minutes later and told her that she was not responsible for the debt and the account would be closed.

**shocked** "I'm sorry? But I just want to know how to take care of it so it's not a problem later..."

"Ma'am, you're not responsible for this debt. We're sorry for your loss and we're here to help if you have any other needs."

Her voice started trembling as she told me the story and I even had a tear come to my eye as a mixed feeling of pride, sympathy, and amazement bubbled up inside of me. She said that the other banks that she talked to weren't nearly as friendly and supportive, but because of the way that our Bank treated her, she'd never forget it.  

That's why I joined this organization...that's why I'm excited to be here...and that's why when people ask where I am now, I'm very happy to tell them that I work at the Bank of America.

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Matt Brooks is a seasoned thought leader and practitioner in data and analytics; culture; product development; and transformation. View additional articles by clicking below; like them/follow him to learn more!