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Most of us in the collections and recovery industry are familiar with the dichotomy between account-based and consumer- based approaches to collection. In recent years, many organizations have made strenuous attempts to implement consumer-centric collection, with a 360 ̊ view of a consumer’s assets and liabilities. However, the variety of credit products that many consumers have in collection can be suited to a hybrid approach where some debts receive individual treatment while others may be grouped together and treated holistically. FICO Product Management Director Chris Hopkins explains how a “case-based” approach can be used in your organization to improve productivity and enhance the consumer experience.
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