Affordability and driving the right outcomes for customers has never been so front of mind for credit lenders. Over the past couple of months, every market has been challenged to deal with credit-stressed consumers, in situations where they didn’t necessarily expect to be. In the UK alone, it is estimated that more than 80 million affordability assessments are comp…

The recent announcement from the UK’s Financial Conduct Authority concerning its expectations about what to do next with customers who have been affected by COVID-19 — whether they have taken a payment holiday or not — underlines the importance of customer communications. This is true whether the customer is in collections or up to date, but assumes even greater impor…

This is a unique time. Just as organisations were getting to grips with IFRS 9 and its implications, the impact of COVID-19 has created the “perfect storm” for collections as regulators, organisations and customers scramble to understand the economic and financial impact of this pandemic. Before the Storm Broke… Before COVID-19, we were looking at how IFRS 9 doe…

Smart, ongoing customer communication matters. Especially when it comes to collecting debt. And as we’re all learning, much more during a pandemic. I’m a communications guy through and through, with 25 years helping organizations create powerful communication strategies. I get a lot of questions about the digital transformation. Today, I’ll share insights I’ve lear…

If, like me, you have been lucky enough to have continued working during the lockdown period, you have probably never been busier. No early morning virtual workouts or goat yoga for me, nor binge-watching Tiger King. However, I have managed to get hooked on BBC2’s Make Your Home Perfect, which in a roundabout way led me to this quote from architect Frank Lloyd Wright,…

One of the repeating patterns of economic downturns is that banks task branch staff with collection calls. It may seem to be a good idea: branch staff typically have proximity to the customer, personal relationships and an understanding of the customer and regional circumstances. When the economy recovers, these reasons are quickly forgotten, and branch staff return t…