Collecting on delinquent loans isn’t the fun side of banking. However, one U.S. bank has made a strong commitment to making that process as personal and painless as possible for its clients. With $17 billion in assets and a focus on consumer banking and lending, executives at this thrift bank recently set ambitious goals for growth, hoping to reach out to customers of the bank’s parent company (an insurer). They knew that personalized customer service, at every stage, would be critical to their success. When the bank decided five years ago to create a collections center and bring that function in-house, ending a multi-year outsourcing relationship, it was the first step toward creating a more customer-friendly debt-collection process. However, the technology the thrift bank would be using to track, prioritize and initiate action on delinquent accounts was inadequate.
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