Justin Franklin in

Justin Franklin

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Senior Director of Operations at Cedar Financial
📍 Burbank, California, United States

Justin Franklin is a Senior Director of Operations at Cedar Financial with over 17 years of industry experience. He spearheads the companys digital engagement and recovery strategy, recently overseeing a cloud contact center migration that boosted efficiency by 40%. He is an alumnus of Monroe Community College.

He is a strong public advocate for using empathy and compassion in debt collections, training his teams to build trust and act as allies for consumers.

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Experience
21 Years
Current Role
Senior Director of Operations
Job Level
Senior
Location
Burbank, California, United States
Personality Overview

How Justin shows up

Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Justin cares about

Empathetic Collections
He frequently speaks about the importance of empathy and compassion in collections to build trust and better serve consumers.
Digital Engagement
He is responsible for Cedar Financial's digital strategy and has spoken at events on optimizing the cadence and content of digital communications like SMS and email.
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Career

Work history

2-2025
Senior Director of Operations
Cedar Financial
8-2023 - 3-2025
Director - Communications & Engagement
Cedar Financial
11-2020 - 9-2023
Vice President of Global Strategy and Execution
Cedar Financial
7-2013 - 11-2020
Collections Manager
Cedar Financial
2005 - 2013
Senior Customer Service Rep
Optimum Outcomes Inc.
In the press

Media appearances

CollectCo Connection: Cedar Financial - Justin Franklin. Featured in YouTube
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Justin Franklin of Cedar Financial discusses how implementing digital communication strategies can impact front line staff and how to get collectors on board. Featured in PDCflow (Facebook video)
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Education
2000 - 2004
Associate's degree
Monroe Community College
Social presence
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Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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