Colleague Corner: Roanoke

Welcome to the Encore Capital Group® (Encore) Colleague Corner. In this web series, we get a chance to learn from our colleagues across Encore about their careers and what our Mission to create pathways to economic freedom means to them, while touching on aspects of our culture.

In this edition of Colleague Corner, we sat down with four colleagues from our Roanoke, Virginia site. Steve Getz is the VP, Operations and the Roanoke Site Lead. We also invited three top-performing Account Managers —  Ryan Harlow, Blaze Hughes and Roxanne Marchese — to share their thoughts on leadership, our Mission, Vision, and Values, and working at MCM.

How would you describe your leadership style? How do you feel it works well?
Steve: I’d describe my style as energetic, direct and intentionally challenging. I spend a significant amount of time encouraging the team to embrace continuous improvement. More importantly, I emphasize the effort required from all of us to truly live up to that mindset. This approach helps build a culture where people are open to change, think critically and consistently look for better ways to operate.
How do you encourage building a local site culture in Roanoke while honoring a global set of Values?
Steve: I find this comes naturally because people inherently want to care, grow and be part of something meaningful. Our responsibility is to create the space for that — ensuring everyone has both the opportunity and the voice to help shape our site culture.
When we do that well, it reinforces our global Values while allowing our local culture to develop authentically. Each time we engage our team this way, we see their commitment and creativity come through in meaningful and impactful ways.
How do you build and develop leaders on your teams?

Steve: I focus on developing leaders who think critically and take ownership. That starts by giving people real responsibility and accountability for outcomes. From there, I challenge their thinking — encouraging them to step back, reassess priorities and approach problems from different angles.

This combination of ownership and thoughtful challenge helps individuals grow into confident, capable leaders.

Can you tell us about a local partnership or initiative that you are proud of?

Steve: I’m most proud of how engaged our team is within the Roanoke community. Our partnerships with Feeding America, Junior Achievement and Habitat for Humanity are strong examples of this.

Our work with Feeding America stands out because our team has been highly active in addressing food insecurity through volunteerism and support efforts that make a tangible difference. We’ve also been recognized as one of the largest contributors of volunteer hours to the local Junior Achievement chapter, and our ongoing involvement with Habitat for Humanity reflects a hands-on commitment to giving back.

What makes all of this especially meaningful is that the engagement is genuine and employee-driven — a true reflection of our values in action.

We also invited Ryan Harlow and Roxanne Marchese, Senior Account Managers, and Blaze Hughes, Account Manager — all of whom joined MCM more than three years ago — to share their thoughts on helping people restore their financial health.

What are your interests or career goals, and how did they lead you to join MCM?

Ryan: My career goals include becoming a top-tier asset for MCM. I want to eventually join the management team to help support others on their journey to success at our organization. My interests include playing golf, traveling and becoming financially stable to support my family.

When I think about what has led me to where I am today, I think about one thing: value. I’ve had other jobs that I thought would be my career, but until I joined MCM, there was always something missing. Here, I feel like I am more than an employee. I’m a trainer, a mentor, a friend and a top-tier Senior Account Manager. I’m an asset to both my team and the company. My opinions and suggestions are heard, and I am compensated very well for my hard work. MCM goes above and beyond in showing recognition.

Roxanne: My goal has always been to give 100% to whatever role I'm in, constantly building my skills and looking for ways to grow. Joining MCM really opened my eyes. It showed me that there are so many different ways to make a difference in people's lives, and it proved that there are always real opportunities to move up and build a career here.

Blaze: I always dreamed of being free financially. Many people have careers that came with a heavy cost — college loans, often accompanied with working long hours at the beginning of their career. When I realized the opportunity MCM provided, I was in.

Our Mission is to create pathways to economic freedom. What does that mean to you? What do you think it means to our consumers?

Roxanne: Helping people build a path to financial freedom starts with meeting them where they are. Everyone's journey is different, and they need to know they have someone in their corner. If we truly listen to people with empathy and respect, we can show them that no matter what life has thrown their way, there is always a path forward.

Ryan: Economic freedom to me means being able to pay my bills without worrying if I'm going to have enough. To take care of a hardship as soon as it arises and not feel like my back is against the wall. To not worry about the next paycheck or how I'm going to make ends meet. I think consumers want to feel the same way, knowing they resolved their obligations, their hard work is paying off, and they can move forward.

Blaze: It certainly means different things to different people. For our consumers it probably most exemplifies shifting from unpaid debt to debt management, putting them in a place of control.

Can you share a time when you experienced our Values in action, whether it was We Care, We Find a Better Way, or We Are Inclusive and Collaborative?

Ryan: I have the privilege of sitting beside some of the best Account Managers, and I hear day in and day out how We Care is put into motion. Every day, we come across a wide variety of situations: a single mother doing her best, an older man on a fixed income struggling to make ends meet, or a young person lost and in need of support. Our Account Managers go above and beyond with consumers to assure them they’re not alone, they can do this, and we’re here to help.

Roxanne: I remember taking a call from a single mom who was in tears, feeling completely overwhelmed and trapped by her situation. I wanted her to know she wasn't alone, so I reassured her that I was there to support her, not to make her life any harder. I even shared a bit about some of my own struggles to help build that connection. In the end, we worked out a payment plan that fit her budget. By the time we hung up, she was so incredibly grateful, not just for the solution, but simply because someone had finally listened to her.

Blaze: The company gives us time off to volunteer with local organizations and give back to our communities. The idea of caring for others even at a cost to the company is not something that I have seen at organizations I’ve worked at in the past.

What’s the best part about working at MCM?

Ryan: I love coming to work knowing this isn't a job, it's my career. I have built relationships with people I couldn't imagine not having in my life. I have found a company that treats me like an asset, acknowledges my hard work, and pays well enough for me to get ahead in life and live it at the same time.

Roxanne: Hands down, the best part about working at MCM is the people. There's such a supportive vibe here, and I know I can turn to anyone for help whenever I need it.  It's also incredibly motivating to work somewhere where your hard work is recognized and rewarded. Plus, I love how we all come together to celebrate different cultures and holidays.  It really makes the team feel like a community.

Blaze: The work/life balance is probably my favorite part of working for MCM. This, coupled with the financial freedom it provides, gives me the opportunity to travel and still manage to maintain a very comfortable life, which is something I am grateful for.

Helping people restore their financial health makes me feel…

Ryan: Accomplished.

Roxanne: Purpose.

Blaze: Like I am providing hope to our consumers.