Jodie Bedoya is Founder and Director of eMatrix, which she began in 2009. With over 25 years experience in the credit and collections industry, Jodie is one of Australia’s leading debt collection specialists.
With her beginnings in a global finance organisation, Jodie moved on to hold key executive, operational and training management roles, in debt collection, debt purchase and insurance recoveries organisations, including Chief Executive Officer of Recoveries Corporation Limited. In 2006, she was a finalist in the Australian Financial Review BOSS Magazine’s ‘Young Executive of the Year’ awards.
Understanding that a collections conversation is a skill most people don’t have naturally, Jodie identified a disconnect between collection staff and their customers. From this eMatrix was formed and a training platform developed to assist organisations make sense of the balance between working with customers who are experiencing financial difficulty and the need to collect money owed.
Training & Coaching Consultant
Alex has a background leading Complaints and Ombudsman teams for the energy sector. He specialised in managing complex cases and assisting customers experiencing financial hardship.
His expertise with dispute resolution, call quality, hardship and process improvement has enabled Alex to find a balance with facilitating customer engagement, eliminating conflict and debt collection.
More recently, Alex has implemented a behavioural change program with one of the eMatrix social justice clients which covers metropolitan and regional locations.
With a background in Psychology, Developmental Trauma and Homelessness, Kaelia brings awareness to organisations about vulnerability and how best to navigate conversations for people with complexity.
Kaelia through her operational leadership and on the ground experience, can give real world scenarios to learn how best to engage with customers. Having managed teams at South Australian Housing responsible for managing both risk and vulnerability, including debt collection, Kaelia helps staff by creating context and understanding about what is happening for a customer, whilst teaching staff how to manage their own headspace and wellbeing.