Anyone collecting arrears or managing financial distress understands that strategic communication with customers is essential to survival. This has never been more obvious or more critical than now, as we weather the catastrophic COVID-19 pandemic and the economic after affects it will have on customers. The first part of this session walks you through virtual agent utilization, from automating communications for eligibility and execution of payment holidays, to understanding customers situational change and communicating with customers post crisis, whether they are a customer that can return to good standing, or handling self-resolution options for payment plans or strategic loan restructuring. As COVID-19 is also having an effect on fraud departments, you’ll learn how to significantly increase your levels of customer self-serve when managing higher fraud alert volumes, without putting more pressure on internal operations, and even understand how to fully automate customer interactions where fraud has occurred.
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