Irish Bank required improved collections processes
The challenge
Our client needed an independent regulatory review of compliance policies and consumer outcomes to improve its policies, systems and consumer outcomes in collections.
Our approach
- We supplied on-site oversight to measure performance
- We reviewed all relevant processes and training programmes
- We audited over 10,000 calls from borrowers
Our delivery
- Our work resulted in a new scorecard and MI dashboard for reporting
- We addressed call scripts which were redesigned and rewritten to reflect changes
- We implemented new training for new recruits to adhere to the changes
- We improved compliance scores from less than 5% to 95% and improved collection rates from 18% to 58%
