CBA Webinars

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Jake Fowler

A Best Practice Approach to Scalable, Customer-Centric Collections

Recorded On: 02/19/2020



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

Senior Principal Consultant, FICO


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.   


  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.


  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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Ed Wallen

Vice President, Application Development, FICO

Ed Wallen is responsible for product strategy and development for a broad range of FICO risk and fraud solutions, including FICO’s integrated suite of collection and recovery solutions. With more than 20 years of experience in application development, Ed is committed to helping organizations identify opportunities, solve hard problems, innovate creative solutions and ultimately create value. He’s currently focused on using Artificial intelligence (AI), machine learning (ML) and natural language processing in Collection and Recovery to drive guided dialogues with their customers. He’s also focused on working with organizations on using technology to drive regulatory compliance.

Bruce Curry

Senior Principal Consultant, FICO

Bruce Curry is a senior principal consultant at FICO, helping clients globally improve performance in collections and recovery. Before joining FICO, Bruce held successive senior operational management positions over 16 years with Barclays vehicle asset finance (Dial Contracts), Marks and Spencer Financial Services and Royal Bank of Scotland Cards. Prior to his commercial career Bruce undertook a successful career in the Armed Forces where he worked across the world in many varied roles.


02/19/2020 at 2:00 PM (EST)  |  Recorded On: 02/19/2020
02/19/2020 at 2:00 PM (EST)  |  Recorded On: 02/19/2020