FEATURE: Instilling a truly customer-centric mindset in your collections staff
Consumer debt continues to be a pressing issue and one that isn't going away. Our research into debt recovery processes earlier this year highlighted this, finding that more than one in three consumers (35%) have fallen into arrears due to their outgoings rising above household income – a 7% increase since we carried out similar research in 2016.
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WHITEPAPER: Supporting Business Customers in Vulnerable circumstances
The Lending Standards Board (LSB) and the Money Advice Trust, the charity that runs Business Debtline, report explores the impact of vulnerable circumstances on people who run small businesses.
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FEATURE: What research can tell us about optimising consumer collections
The process of debt collection is no easy task. Debtors make themselves unavailable, hard to approach, and typically are difficult to cooperate with. With that being said, once collectors are able to get in contact with the debtor, it is vital that there is an efficient and compliant process to confirm a collection of payment.
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FEATURE: TCF, customer vulnerability and building relationships – How technology can help
Over recent years there has been a tendency for the general public to lament the decline in personal interaction within the consumer credit industry that has been afforded by technological advances. People have bemoaned branch closures, increased automation, call centres and what has been seen as a 'computer says no' approach to affordability assessment.
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WHITE PAPER: UK supplier payment practices: duty to report
Report outlining new regulations introduced last year compelling the UK's largest businesses to report on supplier payment practices, 14 months on from its introduction, and only 2,000 out of a total of 15,000 eligible companies have published their reports. All 15,000 need to have reported by Nov-18, so there's still a lot of work to be done.
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WHITE PAPER: Wolves of the Internet
Where do fraudsters hunt for data online?
With identity fraud levels at an all-time high, the need to look at how criminals gain access to personal data is essential in trying to develop successful preventative measures. This collaborative research presented an exciting opportunity to combine the forensic expertise and investigative techniques of Forensic Pathways with the fraud knowledge of Cifas, together providing insight into how personal data can be pieced together from various online sources to commit identity fraud.
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WHITE PAPER: European Payment Report
The European Payment Report is based on a survey that was conducted simultaneously in 29 European countries between February and March 2018. In this report Intrum gathered data from 9,607 companies across Europe to gain insight into the payment behaviour and financial health of European businesses. In addition to the European Payment Report this Country Payment Report has been developed, providing information about the payment risk on a country specific level.
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WHITE PAPER: UK Consumer Stress Testing
Guide on how to help your company tackle increased risks in consumer lending. The guide talks you through all key elements of a consumer stress testing programme and offers guidance to overcome these challenges.
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ROUNDTABLE REVIEW: Collaborating on Vulnerability the value of data sharing
Data sharing has had a fair amount of negative press recently with the Facebook/Cambridge Analytica case. Often consumers are sceptical when asked to share their data with an organisation. In finance and utilities, data sharing certainly has its challenges, but it also has advantages for the consumer. Flexys hosted a roundtable on this discussion topic.
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FEATURE: Digitalisation boon or threat?
The proliferation of new payment methods, e-wallets, and blockchain cryptocurrencies has allowed cheap and rapid payments for everything from holiday cash to business to business transfers. However, this boon is part and parcel of the new 'trust economy' and it is not risk-free. Businesses will have to intelligently respond to the increased hazards posed by the potential for money laundering in the coming age of digital transactions whilst continuing to build trust in their reputations.
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WHITE PAPER: IRB Six reasons to transition amidst a world of changing regulation
This report provides background to IRB and gives an overview of the costs and challenges.
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WHITE PAPER: UK Point of Sale Finance Market Insight Report 2018
This report focuses on the UK POS or point of sale finance market. This new edition of the report has been updated and extended to take into account recent growth in the market, comment on new entrants including PayPal and to revise our market size estimates and 5-year forecasts. The report quantifies the market size in loans outstanding, new lending and loan provider revenues, historical growth rates and levels of industry profitability. It also includes an in-depth analysis of the relevant drivers of industry growth setting out historical trends and available forecasts.
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The Full Report price is £1675 for a standard license or £3275 for an extended license. Details on purchasing the full report can viewed here.
FEATURE: Compliance needs more than good intentions
Even the best intentions and clear strategy won't give organisations peace of mind on GDPR compliance without the means to identify and repair system breaches.
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FEATURE: Unlocking the potential of Open Banking
Open Banking is now a reality and its set to revolutionise the credit industry, especially credit assessment. This feature looks at how access to such data will facilitate better affordability checks and will help identify fraudulent applications as well as potential customers who are already in financial difficulty.
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WHITE PAPER: UK Consumer Debt Collection and Debt Purchase Market Insight Report 2018
This report provides historical and forecast market sizes (2012-17) by segment based on analysis of market drivers and interviews with market participants. It contains profiles of leading companies and sets out our views on how the market is likely to evolve.
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The Full Report price is £1675 for a standard license or £3275 for an extended license. Details on purchasing the full report can viewed here.
FEATURE: Financial Inclusion
Financial inclusion as a concept can stir mixed feelings in some people: on the one hand it means bringing as many people into the safety of the financial mainstream as possible, away from those services on the fringes designed primarily to rip off people in vulnerable financial circumstances.
FEATURE: How to navigate the commercial lending landscape
Expanding commercial lending has been a strategic focus for many banks over the last few years, and this movement aligns with the growing number of Government-backed schemes to support SME lending. However, challenges inherent within commercial credit processes often hinder growth efforts.
When it comes to commercial lending, most credit processes – from application through to reporting – are often manual and time-consuming, open to inconsistencies and less supported by functional business areas.
FEATURE: Is your contact centre supporting your vulnerability strategy?
Increases in household debt have helped to re-ignite the debate around vulnerability in the credit industry in recent years. As a result, most collections departments will have a vulnerability strategy. The feature outlines the sympathetic, practical and commercially-viable approaches for vulnerable debtors.
REPORT: Stop the Knock
Mapping local authority debt collection practices in England & Wales
FEATURE: A customer-centric approach to collections.
How creating a greater emphasis customer experience can improve long-term customer relationships and how cloud technology can enhance this process.
WHITE PAPER: Car Dealer Point of Sale Finance
Review of the market for hire and credit products sold by car dealers to consumers at point of sale, such as PCP plans,
hire purchase and personal leases.
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The Full Report price is £1475 for a standard license or £2875 for an extended license. Details on purchasing the full report can viewed here.
REPORT: Vulnerability, mental health, and the energy sector:
A guide to help identify and support consumers
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WHITE PAPER: At Your Convenience
Exploring consumer attitudes towards the use of social data for online identity verification
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WHITE PAPER: Credit where credit is due – scoring the right balance in today’s economy
Aire, the credit-scoring platform that uses Artificial Intelligence to help lenders make more accurate credit assessments, created this whitepaper that looks into the state of consumer debt and finds that outdated credit assessments cause affordability issues for some while causing others to fall through the net.
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FEATURE: Vulnerable Customer Awareness
How are you able to identify vulnerable customers? How important is awareness?
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FEATURE: Affordability and the evolution of lending
New affordability measurements; the evolution of lending and borrowing.
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FEATURE: GDPR Consent is not a New Concept
The features give an in depth overview of GDPR.
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CASE STUDY FEATURE: Street UK launches automated decision engine
The case study looks at how a decision engine platform was created for a short term lender.
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CASE STUDY FEATURE: Nationwide deploys Fintech Solution to monitor risk
The case study addresses Nationwide's Customer Services and Operations (CS&O) review of its risk management and control systems.
Demonstrating how a Fintech solution improved performance.
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FEATURE: Motor Finance Lending
Over the past decade, there has been a significant shift in patterns of consumer behaviour in relation to purchasing of new cars. The feature asks whether the expansion of car finance has overstretched borrowers?
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GUIDE: CSA Code of Practice
The new revised Code continues to promote best practice in terms of collections activity.
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WHITE PAPER: Five years of Challenge and Change: Payments, Collections and Recovery in the Water industry
A Capita report highlighting how improving payment collections and recoveries will help the water industry meet the challenges of increasing regulation and rising customer expectations
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FEATURE: Technology & Reputation Risk
The price of an undelivered email Mobile payments, online banking and apps mean customers increasingly interact with banks and credit card companies through digital platforms. This feature examines the effects of technology upon reputation and the risk factors.
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WHITE PAPER: Consumer Debt Report 2017
The 'TDX Group Consumer Debt Report 2017' examines the attitudes of more than 2,000 UK adults to understand their views on the money they owe.
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WHITE PAPER: “Smart” is more effective than “New Improved” Collections Technology
Unprecedented urgency is fuelling collectors’ quest for efficiency and effectiveness in all aspects of their business. Today more than ever there is a greater need in addressing the priority collections needs within your business. Those demands increasingly cannot be met by legacy technology. New 'smarter' technology gives collectors an edge over 'new and improved' legacy solutions. Telrock has developed a white paper guide to Collections for you to identify the key smarter capabilities which could make a difference to your company’s collection performance.
By downloading the white paper you will learn about integrated end to end Collections and Recovery platforms:
• Built for the cloud systems
• Real-time processing
• Innovative 'smart' agent workbench solutions
FEATURE: Innovation in Digital Collections Technology
The importance of addressing the priority digital collections needs within your business. 'New and improved' technology is touted as the solution to the collection industry's growing complexity. But just as endless 'improvements' overhyped in grocery products lead to consumer distrust, technology-solution claims deserve a similar sceptical reaction.
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WHITE PAPER: Trust in Technology
This research shows that technologies such as fingerprint recognition, voice recognition and robo-advice hold enormous potential for uses from bank security to mobile payments and investment advice, yet millions of people who could benefit do not trust them because they do not understand them well enough.
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WHITE PAPER: Unlocking the potential of personal data
It's a phenomenon that's hard to ignore. The digital revolution has led to an unprecedented explosion of personal data that continues to erupt at an astounding rate. It's a revolution that has triggered an opportunity for brands to get to know their customers better than ever before. Every click is a reflection of their identity, behaviours, passions and thought processes. In return, those customers benefit from a higher quality of products and services, tailored to their individual needs and delivered with an increasingly frictionless experience.
Callcredit has commissioned a survey of 3,000 UK-based consumers to gain a deeper understanding of attitudes towards, and expectations of, data sharing. Our report also provides action points detailing how businesses and organisations can be better positioned to respond to the emerging Me2B economy.
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WHITE PAPER: Transforming Know Your Customer Operations
The white paper investigates the business process of Know Your Customer (KYC) to suggest that identifying activities that are candidates for digitisation and automation offer a way forward for financial services and other firms looking to improve outcomes for all involved in KYC processing.
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WHITE PAPER: How to get ahead with IFRS 9
With the 2018 deadline just around the corner, 2017 is set to be a crucial make or break time for lenders who are implementing IFRS 9. How to get ahead with IFRS 9' which covers nine lessons learned from our work with over a dozen lenders on IFRS 9 implementation. Within the guide we cover:
- How to judge the right level of proportionality
- Leveraging existing tools and practices
- Why you need to audit data as early as possible
- How to use model validation and sensitivity techniques
FEATURE: 'Is Motor Finance running out of road”
The feature looks at the rise of consumer lending in the motor finance sector and explores potential parallels with the US sub prime mortgage market in 2007.
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FEATURE: 'Compliance and Close Customer Communications' – Why Speech Analytics Drives Collections Success
The feature looks at changes in regulatory forces and the impact on the UK debt collections sector.
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FEATURE: Cyber Crime – Fight back against crime and fraud with digital forensics
A look at how forensics digital technology can help enable businesses to combat cyber crime.
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FEATURE: GDPR – The Accountability Principle
With the General Data Protection Regulation (GDPR) implementation date just over a year away the feature examines around its appropriateness and applicability once the UK leaves the EU.
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FEATURE: Managing Risk Governance
The feature examines risk governance and how it can be effectively integrated into your business model.
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WHITE PAPER: Britain's Credit Blackout
Buddy Loans investigates how much of a struggle it is to borrow in Britain, examining the factors impacting consumers' ability to secure credit.
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FEATURE: Credit Management, Getting tough with late payments
Questions and answers examining the late payment dilemma and what can be done to speed up future payments.
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FEATURE: Collections Compliance
The feature examines the importance of debt collection and compliance qualifications. How your company can address FCA compliance and also enhance your career.
If Training is important to your company and to you then you can get up to 15% off training fees by reading this article and quoting “Credit Connect” as a reference.
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Report: PCI DSS in Contact Centres
This report looks at how Contact Centre leaders and Payment Services Providers are meeting the challenges of the Payment Card Industry Data Security Standard (PCI DSS) and card payment security, as well as consumer concerns about card payments over the phone.
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FEATURE: Brexit and How it could affect Debt Recovery
The Feature explores how triggering article 50 will affect debt recovery collections.
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REPORT: Payday Loan Customers Report
Who takes out payday loans and how much do they know about the financial products they buy? Cashfloat.co.uk surveyed thousands of customers to find out.
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REPORT: The Freedom Report
What happens to people in the years after they have paid off their debts or gone through a DRO (Debt Relief Order) – this was the question posed by UK charity Christians Against Poverty. Findings show that the vast majority take the skills they have learned into the future.
Download
REPORT: Enforcement of Possessions Orders
Orders for possession can be enforced by County Court Bailiffs under a warrant, but many private landlords have found that this can be a lengthy process. Many appointments can take weeks and, in some cases, months. As a result of this, creditors are facing a continued increase in the loss of rents and damage caused by tenants, as well as the additional management and ongoing legal costs caused by the delays. These losses are running into thousands of pounds, which are often then unrecoverable from the customer who has left the address.
Download
WHITE PAPER: What to look for in a modern collection platform
Consumer credit collections has undergone a lot of changes in recent years, but that has not been the case for most creditor's collections platforms. Now, new modern collections platforms are available that are much stronger, much more technologically sound options and creditors need to know what they can get and do with a modern, fully integrated platform. The purpose of this paper is to provide a listing of the latest core capabilities, key features, and platform considerations you should now know about when looking for a truly modern collections platform.
Download
REPORT: Counting the cost of debt recovery
This consumer research report looks into the current picture of debt recovery processes in the UK and the impact they have on customers, both good and bad. We've examined the behaviours, attitudes and experiences of 1,500 UK households to paint a true picture of debt recovery and who’s getting it right and wrong.
Download
REPORT: Vulnerability Guide for Advice Agencies
12-step guide for lenders on treating vulnerable customers fairly
Lenders are being urged to ask themselves 12 questions on how they treat potentially vulnerable customers, as the industry, Money Advice Trust and Royal College of Psychiatrists launch updated guidance on lending, mental health and vulnerability.
Download
WHITE PAPER: How to get ahead with IFRS 9
With the 2018 deadline just around the corner, 2017 is set to be a crucial make or break time for lenders who are implementing IFRS 9. How to get ahead with IFRS 9' which covers nine lessons learned from our work with over a dozen lenders on IFRS 9 implementation. Within the guide we cover:
- How to judge the right level of proportionality
- Leveraging existing tools and practices
- Why you need to audit data as early as possible
- How to use model validation and sensitivity techniques
WHITE PAPER: Transforming Know Your Customer Operations
The white paper investigates the business process of Know Your Customer (KYC) to suggest that identifying activities that are candidates for digitisation and automation offer a way forward for financial services and other firms looking to improve outcomes for all involved in KYC processing.
Download
FEATURE: 'Is Motor Finance running out of road”
The feature looks at the rise of consumer lending in the motor finance sector and explores potential parallels with the US sub prime mortgage market in 2007.
Click to view
FEATURE: 'Compliance and Close Customer Communications' – Why Speech Analytics Drives Collections Success
The feature looks at changes in regulatory forces and the impact on the UK debt collections sector.
Click to view
FEATURE: Cyber Crime – Fight back against crime and fraud with digital forensics
A look at how forensics digital technology can help enable businesses to combat cyber crime.
Click to view
FEATURE: GDPR – The Accountability Principle
With the General Data Protection Regulation (GDPR) implementation date just over a year away the feature examines around its appropriateness and applicability once the UK leaves the EU.
Click to view
FEATURE: Managing Risk Governance
The feature examines risk governance and how it can be effectively integrated into your business model.
Click to view
WHITE PAPER: Britain's Credit Blackout
Buddy Loans investigates how much of a struggle it is to borrow in Britain, examining the factors impacting consumers' ability to secure credit.
Download
FEATURE: Credit Management, Getting tough with late payments
Questions and answers examining the late payment dilemma and what can be done to speed up future payments.
Click to view
FEATURE: Collections Compliance
The feature examines the importance of debt collection and compliance qualifications. How your company can address FCA compliance and also enhance your career.
If Training is important to your company and to you then you can get up to 15% off training fees by reading this article and quoting “Credit Connect” as a reference.
Click to view
Report: PCI DSS in Contact Centres
This report looks at how Contact Centre leaders and Payment Services Providers are meeting the challenges of the Payment Card Industry Data Security Standard (PCI DSS) and card payment security, as well as consumer concerns about card payments over the phone.
Download
FEATURE: Brexit and How it could affect Debt Recovery
The Feature explores how triggering article 50 will affect debt recovery collections.
Click to view
REPORT: Payday Loan Customers Report
Who takes out payday loans and how much do they know about the financial products they buy? Cashfloat.co.uk surveyed thousands of customers to find out.
Download
REPORT: The Freedom Report
What happens to people in the years after they have paid off their debts or gone through a DRO (Debt Relief Order) – this was the question posed by UK charity Christians Against Poverty. Findings show that the vast majority take the skills they have learned into the future.
Download
REPORT: Enforcement of Possessions Orders
Orders for possession can be enforced by County Court Bailiffs under a warrant, but many private landlords have found that this can be a lengthy process. Many appointments can take weeks and, in some cases, months. As a result of this, creditors are facing a continued increase in the loss of rents and damage caused by tenants, as well as the additional management and ongoing legal costs caused by the delays. These losses are running into thousands of pounds, which are often then unrecoverable from the customer who has left the address.
Download
WHITE PAPER: What to look for in a modern collection platform
Consumer credit collections has undergone a lot of changes in recent years, but that has not been the case for most creditor's collections platforms. Now, new modern collections platforms are available that are much stronger, much more technologically sound options and creditors need to know what they can get and do with a modern, fully integrated platform. The purpose of this paper is to provide a listing of the latest core capabilities, key features, and platform considerations you should now know about when looking for a truly modern collections platform.
Download
REPORT: Counting the cost of debt recovery
This consumer research report looks into the current picture of debt recovery processes in the UK and the impact they have on customers, both good and bad. We've examined the behaviours, attitudes and experiences of 1,500 UK households to paint a true picture of debt recovery and who’s getting it right and wrong.
Download
REPORT: Vulnerability Guide for Advice Agencies
12-step guide for lenders on treating vulnerable customers fairly
Lenders are being urged to ask themselves 12 questions on how they treat potentially vulnerable customers, as the industry, Money Advice Trust and Royal College of Psychiatrists launch updated guidance on lending, mental health and vulnerability.
Download
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