A member of five years lost her job during the pandemic and struggled to find a new job. We did a couple of loan payment deferrals on an auto loan and signature loan, but she utltimately fell behind as the final maturity dates for both loans approached. One of our internal collections teams members really listened to what she was going through and referred her to our MSR. We were able to use the equity in the vehicle to roll in the signature loan balance, get her caught up on both loans, and lower her combined payment. Even with her spotty pay history with Capital and poor credit score, we were able to help this member get out of a tough situation. She was so thankful that we took the time to really listen to her story and realize she was just in a tough situation but had the best intentions.