Transcript Title of Presentation - FICO™ | FICO Decisions
Collection Success in a Transitioning Economy
AJ Travagline
Senior Partner, Application Sales FICO
Robert Pikula
Head of Recovery and Asset Restructuring Bank Zachodni WBK © 2014 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent.
—Santander Group
Collection Platform Success in a Transitioning Economy
Learn how to strategically ensure greater collection and recovery success in one of the most transitional periods ever seen in debt management.
2 © 2014 Fair Isaac Corporation. Confidential.
EnterCard delivers smart payment and financing solutions to customers. We have over 50 card products and 2 million customers across the Nordics
4 © 2014 Fair Isaac Corporation. Confidential.
BANK ZACHODNI WBK Poland’s third largest retail and commercial bank
by assets, credit book and deposits with a network of ca 800 outlets and 12.000 employees, 6.2 million customers.
One of
the fastest growing and developing
financial institutions in Poland On 1 April 2011 Bank Zachodni WBK became
a member of Santander Group
who is now its majority shareholder (70% stake).
BANCO SANTANDER
Established in 1857
Santander
is the largest bank in the euro zone by market capitalization in 2013. The Santander Group operates across
Europe, Latin America, North America and Asia.
Key numbers: 186 000 employees, 14,392 branches, 3.26 million shareholders and 106 million customers.
Entercard and Bank Zachodni WBK: European Experience and Perspectives
Rising to the Demands of Recovery Challenges
Both Entercard and Bank Zachodni WBK have implemented a new collections platform, leading to a new focus and strategic plan. #1: Technology-supported strategies #2: Support profitability every step of the process #3: Create a Recovery Culture
Create a Strategy That Supports Success
• Reduce Impairment: Cure more. Maximize recovered funds.
• Control Costs: Leverage strategy and technology. • Enhance Controls: Understand regulatory requirements and brand compliance. • Customer Experience: Tailor tone and channel.
• Employee Satisfaction: User-friendly tools and clear strategy.
Recovery Model
In-house Outsourcing NPL cash flows (entries —exits) P&L Debt Sale
Branch Banking
Recovery Culture — It Is a Teamwork
Call Centre Business Intelligence/ Analytics IT Corporate Banking Recovery Operations Capital Markets Lawyers Credit Partners Public Relations
Recovery
Business Intelligence/ Analytics
Advanced techniques Selection / Pre-approved offer Admission Recovery
LGD impact
Credit process Portfolio
PD impact
Monitoring Collection Business Intelligence – opportunity for improvement
COLLECTION Automatic Segmentation
Thousands of Activities Need to be Organized
RESTRUCTURING Accounts Allocation WORK FLOW - DEBT MANAGER Work queues Prioritized SOFT ACTIONS Allocation HARD ACTIONS Allocation RECOVERY CLOSING process Risk profile DPD Champion Challenger Scenarios of actions How important How urgent What kind of action SMS PHONE LETTER EMAIL WEB VISIT REPORT BRANCH SPECIAL OFFER PTP AUTODIALLER / IVR / ADEPTRA Calls recording Tips / Scripts Portfolio Sale EXIT STRATEGY NPL RESTRUCT.
VOLUNTARY ASSET SALE BAILIFF EXECUTION DOOR TO DOOR AUCTIONS REPOSESSIONS BANKRUPTCY Write Off Administration AUTODIALER Calls recording
Questions
• Are you recovering as much as possible? • Is recovery the end of the credit process?
• Recovery culture —what does it mean?
• Is recovery more business or back office activity?
• Outsourcing: why do we use it?
• What are the advantages of Debt Manager?
• Do practices in Europe or across the globe translate to your own current market?
Questions
• What is your company’s cultural view on the recovery process? Do you know it?
• Have you deployed strategies that have resulted in leaps in loss reduction and customer experience?
• How do you manage your agencies and set up Champion/Challenger scenarios?
• What keeps you up at night as an immediate area to address?
Thank You!
AJ Travagline
Robert Pikula
© 2014 Fair Isaac Corporation. Confidential. This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation’s express consent.
Learn More at FICO World Related Sessions
► Settlement Optimization: Maximizing Returns in Late Stage Collections ► The New Normal: Adopting and Adapting to Drive Sustainable Growth ► How to Collect More, Spend Less and Stay Compliant Using Omni-Channel Contact Strategies
Products in Solution Center
► FICO ® Debt Manager™ solution ► FICO ® Engagement Analyzer
Experts at FICO World
► Dave Lightfoot, Cheryl Miller, AJ Travagline, Martin Germanis ► Morgan Nagle, Doug Thompson, Hal Wilkins, Bruce Curry
White Papers Online
► Eight Steps to Collection and Recovery Success for First and Third Parties ► Five Imperatives in a Shifting Collections Landscape
Blogs
► www.fico.com/blog 14 © 2014 Fair Isaac Corporation. Confidential.
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AJ Travagline
Robert Pikula
15 © 2014 Fair Isaac Corporation. Confidential.