Two Decades in Debt Collections: A Career of Purpose, Leadership, and Positive Impact

By Mike Hiller:

When I walked into my first entry-level debt collection job 20 years ago, I never imagined the journey ahead. What began as simply learning the ropes of an industry often misunderstood has turned into a deeply fulfilling career: one marked by leadership, mentorship, and a commitment to showing the world the positive impact our profession brings to people, businesses, and the economy as a whole.

Growing with an Industry

Over the past two decades, I’ve grown from an entry-level collector to a Licensed Collection Manager, and today, the Vice President of Collections at American Profit Recovery, a nationally recognized collection agency. Along the way, I’ve had the honor of being twice appointed by the Governor of Michigan to serve on the Board of Collection Practices, where my fellow members have elected me Chairman, helping establish fair, ethical, and effective policies for both businesses and consumers.

The collection industry is often painted with a narrow brush, seen only as an uncomfortable process for those in debt. But the truth is, ethical and professional collections keep the economy healthy. When small and large businesses can recover funds owed to them, they can continue to employ people, provide services, and grow. It’s not just about dollars and cents; it’s about sustaining the ecosystem that allows communities to thrive.

Pride in People and Leadership

One of the greatest joys in my career has been hiring, training, and promoting countless professionals in this field. Collections is a demanding job that requires empathy, resilience, and integrity. Watching colleagues grow from nervous new hires to seasoned leaders who treat consumers with confident dignity has been nothing short of inspiring. Helping people build long-term, rewarding careers in this industry has given me more pride than any personal achievement.

Collections, at its best, is about problem-solving and creating a respectful dialogue. It’s about meeting people where they are, finding a path forward, and doing so with empathy. Every professional I’ve mentored has carried that philosophy forward, and that legacy means more to me than any single account recovered.

Shifting the Stigma: From Taboo to Transparency

For decades, owing a debt carried shame. People avoided the conversation, and debt collectors were often seen as the bad guys. But just as the stigma around seeing a psychiatrist has faded, where seeking help is viewed as an act of strength, the perception of debt and collections is shifting.

At American Profit Recovery, we’ve worked hard to change that narrative. The thousands of five-star Google reviews we’ve received from consumers and clients alike are a testament to this change. People no longer see us as adversaries, but as guides helping them regain balance and peace of mind while ensuring businesses stay strong. That transformation is incredibly rewarding to witness firsthand.

Collections as a Force for Good

The core truth is simple: responsible, professional collections have a positive ripple effect at every level. Businesses get paid. Consumers find solutions. The economy circulates more effectively. And through it all, the professionals in this industry gain meaningful careers where they can take pride in being part of that progress.

Two decades in, I look back not with fatigue, but with gratitude. Gratitude for the colleagues I’ve worked alongside, the consumers who trusted us to help them through difficult financial conversations, and the entrepreneurs and business owners who relied on us to keep their doors open.

Moving forward, I remain committed to upholding the values that have carried me through this journey: integrity, professionalism, and respect for every individual we interact with. Debt collections is more than a job. It’s a calling. And I’m proud to have spent my career proving its value to the economy, the community, and the countless people whose path we’ve crossed.