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Management role within international bank

Management role within international bank

The challenge

With the increase in mortgage payment defaults and the need to work more closely with a larger number of customers facing financial difficulties, this international bank recognised the importance of recruiting a seasoned professional with experience working in various economic cycles and, in particular, working in consumer collections during difficult periods.

The solution

  • Arum subject matter expert deployed as Interim Head of Group Consumer Collections Operations, responsible for operations across multiple jurisdictions.
  • Over an 11-month period established a viable operation, creating a new cross jurisdiction operational structure, processes, systems and team.
  • Workflow tool, prioritisation and segmentation, call recording, productivity measurements, collections management information, collector incentive scheme.
  • Emotional Quotient (EQ) training. 

The results

  • Tangible increase in productivity.
  • Residential Mortgages > 30 days delinquency levels stable, despite significant continuing challenges in the economy and the impact on customers.
  • Increased quality of customer service calls.
  • Trained and passed Arum IP onto internal candidate identified for managerial and head of department roles.
  • More focused goals and objectives.
  • Staff development creating a professional collections team.

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