A People-Oriented Path to Credit Success

Amanda Van Vooren, Division Credit Manager, Poolcorp

Amanda Van Vooren, Division Credit Manager, Poolcorp

As Division Credit Manager at Poolcorp, Amanda brings a distinct combination of financial expertise and human-centered leadership to the world of credit and collections. She excels at assessing lending ability through the lens of capital, collateral and conditions, maintaining strong, trust-based relationships with customers. Her approach to credit analysis and dispute resolution is both strategic and empathetic, guided by tools and processes designed to reduce risk and lower Days Sales Outstanding.

From Banking to Backyard Pools

My journey into credit management began earlier than most. I stepped into banking at 18 and gained experience across banking, liens and customer service. That foundation naturally led me into the field of credit, where I now apply and continue to deepen my expertise as a Division Credit Manager at Poolcorp.

Before joining this company five months ago, I spent many years in the contractor space, specializing in plumbing, HVAC, sewer, water and electrical services. It was a challenging environment where payment was rarely upfront, and managing collections meant striking a balance between risk and empathy. This experience has greatly helped me develop the skills and understanding needed to excel in credit management.

I have always believed that credit isn't just about numbers — it's about relationships. It takes time to understand the people behind an account, their challenges, their goals and what they’re working toward. My work style is rooted in collaboration rather than confrontation. Instead of immediately turning to liens or promissory notes, I focus on supporting my customers and finding solutions that work for both sides. That’s what sets me apart as a people-oriented credit manager, not just a credit manager.

Behind the Dues

Outstanding dues are the primary barrier between a credit manager and their customers. When a payee fails to clear a debt on time, it is the manager who must take responsibility and oversee the repayment terms. Right now, one of the primary reasons for outstanding dues in our industry is unpredictable weather. Rain delays pool installations and construction projects, which in turn delays payments. Customers often operate on net-30 terms, but when their work is pushed back due to adverse conditions or supply chain delays, they struggle to pay us on time because they haven't received payment themselves. It's a ripple effect that impacts everyone and influences the relationship between the lender and the borrower.

“I have always believed that credit isn't just about numbers — it's about relationships. It takes time to understand the people behind an account, their challenges, their goals and what they’re working toward”

To prevent this cascade from escalating, we at Poolcorp are offering more flexible repayment terms. We allow customers to keep products like spas and pools as display stock and extend their payment terms up to 180 days. This helps them hold onto inventory without financial strain while they wait for better weather. It’s part of our broader people-first mindset, which I deeply value. We may be a large company, but our actions reflect a small-business heart.

Pre-Lien Practices

Looking ahead, we'll see an uptick in the use of pre-lien notices across the industry, especially from wholesalers. With tighter timelines and increased risk, more companies are going to require customers to secure preliminary lien rights early on in a project. If payments are delayed beyond certain thresholds, like 60 to 90 days, homeowners may start receiving pre-lien notices more frequently. It's a trend that reflects the industry's shift toward greater protection and accountability. But introducing these practices presents significant challenges as well.

Since many people feel uncomfortable discussing preliens and liens, they often associate them with lawsuits or legal trouble when, in reality, they are simply protective measures. As leaders, it's our responsibility to make these conversations easy and transparent so that no one feels caught off guard. In today’s environment of market volatility, the only way to protect the lender-borrower relationship is by normalizing these discussions and approaching this next phase of credit management with customer-centric values.

Credit, with a Conscience

For those entering the field of credit management or navigating uncertainty, my advice is to lead with clarity and compassion. It is essential to stay informed about evolving trends and pre-lien practices in order to educate both the team and the customers. Navigating today’s credit management landscape demands clarity and empathy. From my experience and discussions with industry leaders, I have come to understand that when I bring people along with me, rather than pushing against them, I create a collaborative environment where solutions work better for everyone involved.

My success in credit management comes from building trust, maintaining transparency and approaching challenges with a people-first mindset. I focus on protecting my company and building lasting relationships that support sustainable growth and mutual respect.