PRESENTER(S):

Ed Wallen, Vice President, Application Development, FICO
Bruce Curry, Senior Principal Consultant, FICO

Senior Principal Consultant, FICO

ABOUT THE WEBINAR:

In recent years, many organizations have invested significant resources to implement consumer-centric collections, with a 360˚ view of their customers’ assets and liabilities. But having a 360˚ view is only the first piece of the puzzle.  A customer-centric approach requires a sophisticated strategy and process to execute appropriate consumer-level treatments given the myriad permutations of a consumer’s accounts, such as varying product types, balances, stages of delinquency and so on.

This webinar will share a best-practice approach to customer-centric collections.  We’ll focus on the challenges that banks and credit unions face when trying to scale these efforts and the role that technology – advanced analytics, omni-channel communications and case management tools – plays in successfully solving this challenge.   

THIS WEBINAR WILL COVER:

1. Data strategies for generating a 360˚ view of your customers that facilitates the development and execution of your customer-centric collection strategy.
2. The analytic and optimization strategies required to create a collection strategy that incorporates the seemingly impossible number of customer account variables. 
3. How to use omni-channel communications given the legal and technical requirements of your customer-centric collections strategy.
4. How to scale your case management efforts to orchestrate the right combination of omni-channel communications and human interaction while increasing agent productivity and success.
5. Considerations when incorporating third parties into your strategy – and how to drive better results from your collection agencies.

TOP 3 BENEFITS TO ATTENDEES:

1. Learn the components of a customer-centric collection strategy that can be scaled to meet your organization’s requirements.
2. Gain a deeper understanding of the analytic tools and strategies required to orchestrate and execute your customer-centric collection strategy.
3. Gain a clearer picture of how to execute this strategy, including leveraging omni-channel communications, optimizing your use of your limited human resources, and using advanced analytics to drive your third party placement strategy. 

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