Collections with the human touch
We're in unprecedented times. The cost of living continues to rise, the pandemic legacy continues and customer finances are stretched. We'll help you support your customers with empathy and care and protect your revenues at the same time.
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.
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.
Those in fear of redundancy, as well as the self-employed and business owners
Those who may be recovering from furlough and the impacts of reduced income
Those who may have experienced redundancy as a result of the pandemic=c or the economy
Those who have been unaffected and perhaps even have extra income as hybrid working reduced costs
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 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
Support for relatives of deceased customers
Customer communications via post and emails
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
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
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
The partnerhsip advantage
Benefit from advanced software and services supplied by our partners.
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.
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.