Debt collection is a uniquely challenging industry to work in – one that requires emotional intelligence, high performance under pressure, and unwavering professionalism. As a compliance professional, the focus is often on regulatory frameworks, conduct standards, and risk mitigation. But there’s another layer of risk that demands just as much attention: mental health and wellbeing. At Access Mercantile, we recognise that a resilient, high-performing workforce depends not only on training and compliance protocols, but also on the emotional and psychological safety of our people.
Vivian Hua, reflects on the emotional demands of the job:
"Every call is different. You never know what kind of situation you’re stepping into – someone could be angry, upset, or overwhelmed. It’s not just about collecting payments; it’s about listening, empathising, and helping them find a way forward. But that emotional weight doesn’t just disappear when you hang up the phone. It stays with you, and managing that can be hard.”
Recognising Mental Health challenges in Debt Collection
- Emotional Labour – Agents often deal with frustrated or distressed individuals, requiring significant emotional regulation to maintain professionalism and empathy.
- High-Performance Pressure – Meeting collection quotas and KPIs under tight deadlines.
- Social Stigma – The industry’s reputation may cause employees to face societal judgments.
- Secondary Trauma – Absorbing stories of hardship that can lead to emotional exhaustion or compassion fatigue.
The Business Case for Mental Health
Mental health is no longer a ‘nice to have’ – it’s a business imperative. Unaddressed mental strain contributes to absenteeism, burnout, high staff turnover, and inconsistent client interactions.
On the flip side, organisations that support employee wellbeing report:
- Improved engagement and retention
- More empathetic, effective client conversations
- Better team morale and performance consistency
What We're Doing at Access Mercantile
As part of our commitment to building a mentally healthy workplace, we've implemented a range of initiatives, including:
A Culture of Support
We encourage open conversations about mental health and equip leaders with tools to recognise signs of distress and respond appropriately.
Wellbeing Resources
Our employees have access to 24/7 confidential support through our Employee Assistance Program (EAP). We also partner with TELUS Health to deliver workshops, webinars, and connect employees to local wellbeing services.
Work-Life Balance
Family is one of our core values. Flexible work practices help our people manage personal and professional responsibilities without compromising wellbeing.
Specialised Training
We provide training in conflict resolution, managing abusive calls, and stress de-escalation – skills essential to maintaining both effectiveness and emotional safety.
Recognition and Rewards
Through our employee recognition program and partnership with Beny - Employee Benefits, we celebrate achievements and help ease the cost of living, reinforcing that our people are our greatest asset.
Compliance, Culture, and Care Go Hand in Hand
From a compliance lens, a healthy workplace isn’t just about following the rules – it’s about creating an environment where our people can thrive. By modelling self-care, listening to our teams, and embedding wellbeing into our workplace culture, we not only safeguard compliance and performance – we safeguard our people.