Alex Caruana on Field Calls, Skip Tracing and Four Decades in Mercantile Services
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Alex Caruana on Field Calls, Skip Tracing and Four Decades in Mercantile Services
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In this episode, hosts Brendan Gale and Matt Pugliese sit down with Alex Caruana, Head of Commercial Strategy and Client Solutions for the WISE Group, one of Australia's longest-standing providers of field services, investigations and security.
Alex shares his journey from landing a job as a process server, through to co-founding Express Mercantile from half a garage and building it into a respected industry leader over 27 years. He reflects on the lessons of decades in business, a partnership built on respect, and why authenticity is the key to genuine relationships and success.
The conversation demystifies field calls and skip tracing, what they really involve, how they fit within the claims and recovery value chain, and the training and processes that have developed over time. From de-escalation techniques to identifying vulnerable customers, Alex offers a rare insider perspective on a side of the industry few ever see.
Whether you're in insurance, claims, recoveries or business leadership, this episode delivers valuable insights into face to face engagement, integrity and supporting people through challenging situations.