In this episode of ACS Portfolio Perspective, Andrew Pace sits down with Mark Musumeci, Director of Risk Operations at Volvo Financial Services USA, to explore how captive finance organizations navigate risk, relationships, and performance through challenging market cycles.

Mark shares how Volvo Financial Services balances supporting OEM partners with maintaining a healthy portfolio, and why relationships with customers, dealers, and vendors are central to that mission. Drawing from recent experience managing through a prolonged freight recession, he discusses the importance of downturn preparation, operational agility, and cross-functional collaboration.

The conversation also highlights the role of leadership in high-pressure environments, including building psychologically safe teams, developing talent, and maintaining strong culture during uncertainty. Mark emphasizes that while systems and processes matter, long-term success ultimately comes down to people—both internally and across vendor partnerships.

Key Topics Discussed:

• What makes captive finance companies different from independent lenders
• Balancing brand protection with portfolio performance
• The importance of customer relationships in collections and recovery
• Navigating a prolonged freight recession in transportation markets
• Downturn preparation and operational agility
• Cross-functional staffing and team flexibility
• Building psychologically safe, high-performing teams
• The role of vendor partnerships in managing portfolio stress
• Process improvement through automation, telematics, and efficiency tools
• Evaluating vendors as long-term strategic partners vs. tactical resources

Notable Takeaways:

“We exist to help our OEM partners sell more trucks… but also operate as an efficient finance company that is profitable and adds value.”

“They can pick up pretty quickly if you actually care about their business or if you're just dialing for dollars.” 

“Even the best of the best customers out there were feeling a financial strain because of the struggling market.” 

“It’s not just collecting… it’s really resolving. It’s understanding the customers.”

“If you care about your teams and your teams care about each other, you're going to have so much more results.” 

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