Pay it forward: Mentorship in action

Business-to-business (B2B) credit management is a field rooted in tradition, shaped by the leadership and institutional knowledge of those who came before us. Much of what makes a credit professional successful—risk assessment, negotiation, relationship-building and sound judgment—is not learned in isolation. It is developed over time, often with the guidance of someone who has navigated similar challenges.  

Why it matters: Credit professionals who invest in mentorship relationships gain more than technical knowledge. They develop judgment, confidence and strategic thinking that formal training simply can’t provide. Whether you’re guiding the next generation or seeking guidance yourself, these relationships strengthen the entire profession.  

When Guidance Matters Most  

Mentorship proves most critical during the beginning or transitional stages of a professional’s career. “It’s a time when you need to build confidence to take on new responsibilities, from risk assessment and collection strategy to leadership and team development,” said Lisa St. John, credit manager at Upstate Systems, Inc. (Rochester, NY). “Having a support system, even if it’s just one person, is invaluable in those circumstances.”  

Each partnership is unique, shaped by individual goals and built on mutual commitment. Its success depends on both parties’ willingness to invest in and support one another. “I’ve had many relationships over my career, but none as formally structured as the one I have with Chelsea Hirn, CCE,” said JoAnn Malz, CCE, ICCE, director of credit, collections and billing at The Imagine Group (Shakopee, MN). “We sought approval from our companies and signed an NDA so we could speak openly and create a truly robust learning experience. Fortunately, both companies agreed, and we now connect every two weeks.”  

Beyond the Traditional Model  

While mentorship is often associated with highly experienced or credentialed individuals, it doesn’t always look that way. Mentors can emerge at any stage—sometimes unexpectedly—through peers, junior colleagues or cross-industry relationships. For Hirn, the relationship began while she pursued her CBA certification. “I admired the expertise and leadership style of JoAnn, instructor of the Financial Statement Analysis 1 course at the time,” said Hirn. “After the class concluded, I asked if she would be my mentor. Since then, she has helped me navigate difficult customer conversations, balance risk management with sales pressure and apply policies with flexibility.”  

As your professional needs evolve, so do your learning relationships. “Mentorship is important in the beginning because it gives you a good foundation to build from,” said Kendra Gerdes, CBA, credit manager and contracts administrator at Systems LLC (Germantown, WI). “As you progress in your career, you’ll need different mentors. For example, if you change industries, you’ll benefit from learning from someone who’s been in that industry. If you’re transitioning into a leadership role, you’ll benefit from a professional who embodies the leadership traits you most admire.”  

Often, these partnerships become two-way learning experiences. “After working with newer credit professionals, I’ve noticed that we can learn a lot from each other,” said Toni Drake, CCE, president at The Connection Center (Midland, TX). “I’m often guiding them to communicate more effectively, such as talking over the phone, on Teams and in person. In return, they bring innovative ideas, advanced methods and technology expertise that can benefit more experienced practitioners.”  

Overcoming Barriers  

Although many people seek guidance, it doesn’t come easy. For some, it can take several attempts before finding the right person. With older generations retiring, the pool of experienced guides keeps getting smaller. In fact, a recent eNews poll revealed that 36% of credit professionals said the biggest barrier is finding the right mentor, while 20% said it was limited access altogether.  

Those struggling often feel unsure of where to begin. Other times, they simply get in their own way. “Earlier in my career, I felt very proud of my accomplishments and felt like I needed to know all the answers,” said Alaina Worden, CCE, credit and collections manager at CECO, Inc. (Portland, OR). “There comes a point when you realize that asking for guidance isn’t a weakness. Reaching out and asking for help can feel like exposing that you don’t know everything. But in reality, it’s actually one of the smartest ways to grow.”  

Finding Your Perfect Match  

NACM’s Online Community now offers a solution: the Mentor Match Program. By enrolling, members can find, connect and share experiences with other credit professionals. “This program provides an opportunity to give back to a community that gives so generously,” said Worden. “It also helps eliminate the challenge of trying to figure out who to reach out to and who to ask for help.”  

To join, click on the “Mentorship” tab in the menu bar. From the dropdown, you can choose to “Enroll as a Mentor or Mentee” or “Find a Mentor or Mentee.” Upon enrollment, you will be asked to fill out a short questionnaire. Once your profile is complete, you can set your preferences through various filters and begin your search.  

The bottom line: Mentorship has the power to reshape the credit industry for years to come. When experienced professionals intentionally share their expertise, they preserve best practices while encouraging innovation. They create a culture where collaboration replaces competition and growth becomes collective.