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The challenge

Rising to the challenge

The economic backdrop has expedited the need for positive change and empathy across financial services, with lenders having to adapt and evolve. Not only do they need to collect revenue from customers, but they also can't forget or neglect their obligation to treat customers fairly. 

Striking the perfect balance

For collection services that deliver with heart as well as smarts, look no further. Our flexible collections and arrears services are proven to cut operational costs and improve customer retention.

Trusted to deliver

We're experts in financial services collections, with a host of high-profile clients using our debt recovery services. 

You can expect innovative debt recovery solutions developed with our strategic partners.

We're flexible and adaptable, so we can integrate with your existing technology estate, giving you rapid results.

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We felt that to remian pre-eminent in the industry, and to stand comparison across all industry sectors, we had to shift our collections approach to a new level of sophistication.

Business Systems Manager
Yorkshire Water
Understanding your customers

Personalisation is key

Customers have unique circumstances and needs. We understand that.

For lenders to provide the best service for their customers, they need to have a solid understanding of the very different needs of these customer segments. Then create customer experience and journeys that support those needs.

  • The Uncertain

    Those in fear of redundancy, as well as the self-employed and business owners

  • The Curtailed

    Those who may be recovering from furlough and the impacts of reduced income

  • The Troubled

    Those who may have experienced redundancy as a result of the pandemic=c or the economy

  • The Fortuitous

    Those who have been unaffected and perhaps even have extra income as hybrid working reduced costs

Young male sat in front of laptop concentrating

Where digital meets personal

With Target as your partner, you'll benefit from our sophisticated Loan Management System (LMS) and customer-focused approach.

  • Self service collections

  • Automated payments processing via IVR and online

  • Online self-service income and expenditure assessments

  • Tailored repayment plans and online plan management

  • Reduced processing times

Collections edge
Young executive in meeting smiling and viewing laptop screen

Collections and arrears processes

Throughout the collections and arrears lifecycle, there are several key processes that we deliver for our clients:

  • Vulnerable customer management

  • Customer account administration

  • Fulfilment

  • Support for relatives of deceased customers

  • Managing payments

  • Income assessment

  • Customer communications via post and emails 

  • Account statements

  • Complaints handling

  • Payment plans

  • Disputed debt

Three pillars

Collections with edge

We leverage the latest technology to support collections including:

  • Open banking to allow for accurate and real time affordability assessments 
  • Low-cost outbound contract strategies using dialler and SMS
  • LMS customer view and data insoghts to support provision planning

Vulnerable customers support
 

We support those who need it most with compassion and skill. As part of our debt management services, you'll benefit from:

  • Specialist Agents trained to help customers with complex needs
  • Vulnerable Customer Champions within all front-line teams for immediate escalations

Complaints

Our dedicated complaints team are vastly experienced in handling customer queries but also trend identification reducing repeat complaints and associated cost:

  • Dedicated and specialist complaints handling team
  • FOS complaint handling and regulatory complaints reporting
  • Root Cause Analysts for trend analysis and service improvement
The technology advantage

The technology advantage

We optimise end-to-end consumer debt recovery services by deploying proven digital and open banking solutions:

  • Deep domain expertise in delivering debt collections services with £23bn loan AUM

  • Our service addresses the now and next challenges as customer financial circumstances change

  • Scalable collections operations in the UK with all operational staff enabled for home-based working

  • Flexible operating model designs, able to complement existing in-house teams

  • Smart debt collections strategies using digital self-service and open banking tools

  • Specialist skills and experienced agents with the capability to service all customer groups

Partnership advantage

The partnerhsip advantage

Benefit from advanced software and services supplied by our partners.

 

Esendex

High quality and high capacity business communications solutions, designed for financial services. Compatible with many legacy systems. Esendex's solutions utilises digital communications tools to increase consumer engagement across the collections and arrears lifecycle.

DirectID
 

Using open banking technology, DirectID has built a range of value-add services. Easy zero-integration solutions with direct access to bank data and instant financial insights.