Reports: Webinars, Reports and Features

CONNECTED NEWS: VULNERABILITY

COMMUNICATIONS DISCUSSION

CONNECTED NEWS 2.1 DISCUSSION: Delivering responsible vulnerable communications

In the latest edition of Connected News, the discussion focusED on communication.  What is responsible communication?

In the third edition of Connected News, we talked to MotoNovo Finance, Lowell and The Lending Standards Board

  • Hosted by: Colin White, Credit Connect, Founding Director
  • Chaired by: James Donohue, Revive Management
  • Speakers: Stephanie Shearn, MotoNovo Finance
  • Neil Costello, Lowell
  • Anna Roughley, The Lending Standards Board

Register and view the discussion

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TECHNOLOGY AND CREDIT MANAGEMENT

COMMERCIAL CREDIT & COLLECTIONS DISCUSSION: TECHNOLOGY AND CREDIT MANAGEMENT

The role new technology can play, what are the customer engagement strategies?

  • Chaired by: Ian Leslie, Aon
  • Panel Speakers: Leanne Chesterman, BAE Systems
  • Nick King, Unilever
  • Brian Lewis, CPI EuroMix Mortars
  • Guy Thompson, SunChemical Group
  • Subramanya SN, Cedar Rose

Register and view the Think Tank Discussion

Session sponsor: 

INSOLVENCY AND ZOMBIE COMPANIES

COMMERCIAL CREDIT & COLLECTIONS DISCUSSION: Insolvency and zombie companies

The threat of zombie companies. Pandemic policy responses by the UK government and the Bank of England have created a new generation of ‘zombie’ companies that could drag on the UK economy

  • Chaired by: Brendan Clarkson, Begbies Traynor
  • Panel Speakers: Liam Bell, Memery Crystal
  • Ian Strangward, Karndean Designflooring
  • Adrian Hyde, Begbies Traynor Group

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Session sponsor: 

BUSINESS CHANGE

COMMERCIAL CREDIT & COLLECTIONS DISCUSSION: Business Change

Credit Management options adapting to business change, post-pandemic and post Brexit. How can we combat potential late payment/bad debt?

  • Chaired by: Brendan Clarkson, Begbies Traynor
  • Panel Speakers: Martin Kirby, Business Stream
  • Craig Farmer, Fleximize
  • Brad Morris, Dell
  • Ian Davies, Intrum

Register and view the Think Tank Discussion

Session sponsor: 

POST PANDEMIC TRADE CREDIT

COMMERCIAL CREDIT & COLLECTIONS DISCUSSION: Post pandemic Trade Credit

2020 was a year of disruption, uncertainty, and hardship. What we can expect to see in a post-pandemic world? What are the challenges and the opportunities that exist in 2021 and beyond.

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Ian Leslie, Aon
  • Panel Speakers: Conrad White, Imperial Tobacco
  • Elisabeth Doppelhofer, Adecco
  • Simon Philpin, Markel
  • Ana Dieguez, Aon

Register and view the Think Tank Discussion

Session sponsor: 

FRAUD

ONLINE LENDING TECHNOLOGY THINK TANK DISCUSSION: Fraud

What can be done to protect lenders without damaging customer experience? The importance of real-time intelligence in preventing fraud. The importance of identity verification.

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Chris Warburton, RO Strategy
  • Panel Speakers: Sandra Peaston, Director of Research & Development, Cifas
  • Andy Mayo, Senior Group Fraud Manager, Vodafone

Register and view the Think Tank Discussion

Session sponsor: 

OPEN BANKING

ONLINE LENDING TECHNOLOGY THINK TANK DISCUSSION: Open Banking

Assessing affordability. Identifying vulnerable customers, does technology have a role to play?  Assessing explainable AI in financial services

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Chris Warburton, RO Strategy
  • Panel Speakers: Eleanor Demuth, Director of Risk, Curve
  • Katie Pender, Head of Client Solutions, Target Group
  • Owen Edwards, Head of Lending Operations, JN Bank
  • Freddy Kelly, Chief Executive Officer, Credit Kudos

Register and view the Think Tank Discussion

Session sponsor: 

CREDIT RISK

ONLINE LENDING TECHNOLOGY THINK TANK DISCUSSION: Credit Risk

The new models for identifying risk. What critical information do you need to know to make sharper risk-based decisions? What is the scope of the due diligence that your company should perform to reduce your risk?

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Chris Warburton, RO Strategy
  • Panel Speakers: Eleimon Gonis, Senior Risk Manager – Stress Testing & Modelling Methodology Oversight, Nationwide Building Society
  • Michael Hoare, Chief Credit Officer, RateSetter
  • Stephen Brown, Head of Intermediaries Scottish Building Society

Register and view the Think Tank Discussion

Session sponsor: 

LENDING FUTURES

ONLINE LENDING TECHNOLOGY THINK TANK DISCUSSION: Lending Futures

The current lending technology landscape, how the wider society is impacting lending patterns. What’s on the horizon and shaping the future of lending. Plus a look at payment innovation.

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Chris Warburton, RO Strategy
  • Panel Speakers: Dean Elliott,  Head of Innovation & Digital Product Delivery, BNP Paribas Personal Finance
  • Steve Peacock, Chief Risk Officer, Think Money
  • Jason Wassell, Chief Executive Officer, CCTA

Register and view the Think Tank Discussion

Session sponsor: 

BUSINESS TRANSFORMATION

ONLINE COLLECTIONS TECHNOLOGY THINK TANK 2.0 DISCUSSION: Business Transformation

The future of collections. 2020 was the year of change for consumers, this session will discuss how business transformation can be achieved to adapt to an ever-changing environment.

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
  • Panel Speakers: John Storrie, Director of Strategy and Transformation, Arvato Financial Solutions
  • Peter Gent, Sales Director, Credit Resource Solutions
  • Rick Britt, Vice President of Artificial Intelligence, CallMiner

Register and view the Think Tank Discussion

Session sponsor: 

OPEN BANKING IN COLLECTIONS

ONLINE COLLECTIONS TECHNOLOGY THINK TANK 2.0 DISCUSSION: Open Banking in Collections

Discussion examing how open banking strategies are being implemented into collections

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
  • Panel Speakers: Owen Edwards, JN Bank, Head of Collections
  • Matt Whale, Hoist Finance, Digital Performance Manager
  • Simon Lyons,  Head of Ecosystems Engagement ,Open Banking
  • Susan, Rann, Paylink Solutions Chief Executive Officer

Register and view the Think Tank Discussion

Session sponsor: 

AFFORDABILITY

ONLINE COLLECTIONS TECHNOLOGY THINK TANK 2.0 DISCUSSION: Affordability

Assessing affordability. Identifying vulnerable customers using new technology

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
  • Panel Speakers: Matthew Hooper, Senior Commercial Lead, Crown Commercial Services
  • Richard Fenton, Head of Digital Development, Zinc Group
  • Alan Trickett, Solutions Consultant, Aspect Software

Register and view the Think Tank Discussion

Session sponsor: 

CUSTOMER ENGAGEMENT

ONLINE COLLECTIONS TECHNOLOGY THINK TANK 2.0 DISCUSSION: Customer Engagement

In a fragmented collections environment, this panel session examines customer engagement strategies

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
  • Panel Speakers: Melanie Chell, Partner, Shoosmiths
  • Samantha Challenger, Head of Collections, Billing Finance
  • Paddy Gilling, Solutions Consultant, Flexys

Register and view the Think Tank Discussion

Session sponsor: 

FEATURE: The New Consumer Credit Economy – the changing customer and what this means for the credit market

From the moment Covid-19 swept across the globe and became a pandemic, Experian has been tracking the impact of the virus on the UK economy, and the businesses and consumers that drive it.

We have brought together our market-leading data and enthused it with insight from our experts to deliver a comprehensive view of the changing consumer. This executive summary provides an overview of the key findings from our report.

Click to view the Feature

FEATURE: Delivering better customer experiences while improving collections

Even before 2020, forward-thinking call centers had abandoned proven, “old-school” outbound marketing and contact preferences for newer, emergent digital channels.

Over the last several months, however, when work shifted to home and all non-family interactions suddenly shifted online, digitisation took center stage. The volume of debit/credit card renewals, customer surveys, COVID-19 FAQs, collections, deferrals, and general financial hardships forced even the most traditional collections call centers to rethink and revamp their strategies.

Click to view the Feature


WHITE PAPER: European Consumer Payment Report

The European Consumer Payment Report is an annual European-wide survey of more than 24,000 consumers carried out by European credit management specialist Intrum.

Economic upheaval is putting a disproportionate strain on young adults and parents in the UK, with 36% experiencing an income drop as a result of the Covid-19 crisis. 10% say their income has since gone back up to pre-crisis levels, a further 22% believe their income may soon decrease.

Read more details and in-depth analysis in the report.

View the Whitepaper


WHITE PAPER: Debt collection to debt resolution

Moving to a “customer first” credit and collections post COVID 19.

It is clear that as we move forward post COVID-19, the credit and collections industry is going to have to adjust to reflect a changing world. With customer experience now of equal importance as product and price, and with the explosion of social media providing consumers with both the voice to highlight issues and forums to research experiences, a positive outcome in every place a business’ touches its customers is becoming ever more critical.

So how do businesses strike the balance between the needs of both customer and company and deliver a collections strategy which is simultaneously sympathetic and effective in this post Covid-19 world?

Outlined in this white paper are 5 steps to enable an in-house or outsourced credit and collections team move to a more customer-centric focused strategy that will be relevant and effective in this post COVID-19 world of debt recovery.

View the Whitepaper


CONNECTED NEWS

DISCUSSION

CONNECTED NEWS 1.2 DISCUSSION: Customer Engagement in the Pandemic

How can technology help with collections customer engagement hurdles in an unpredictable world?

In the second edition of Connected News, we talked to Utility firms and discussed how the pandemic has impacted collections customer engagement strategies.

  • Hosted by: Colin White, Credit Connect, Founding Director
  • Speakers: Gary Moffat, Contact Strategy Manager (Collections) from Centrica
  • Martin Kirby, Head of Risk  and Collections from Business Stream
  • Martin Alderson, Business Development Director, Aspect

Register and view the Think Tank Discussion

CREDIT CONNECT WEBINAR

CREDIT CONNECT WEBINAR: Agile collections technology that’ll outlive the pandemic

The webinar will give a  demonstration of a UI that works and generates a strong engagement – taking the friction out of collections processes and making the decisioning for the end-user simple. Also, showcasing the automated signposting of customers to dedicated paths based on their circumstances, previous interactions and current input – and a quick preview of the newer tech we’ve baked into our portals that adds familiarity in engagement by using add ons like ApplePay and GooglePay.

  • Hosted by: Colin White, Credit Connect, Founding Director
  • Presented by: Jattinder Singh, Esendex, Key Account Manager – Collections Innovation

Register and view the Think Tank Discussion

OPEN BANKING IN COLLECTIONS

ONLINE COLLECTIONS TECHNOLOGY THINK TANK DISCUSSION: Open Banking in Collections

Is Open Banking the answer to collections and does it offer a real solution in collections?

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
  • Panel Speakers: Owen Edwards, JN Bank, Head of Collections
  • Matt Whale, Hoist Finance, Digital Performance Manager

Register and view the Think Tank Discussion

VULNERABLE CUSTOMERS & AFFORDABILITY

ONLINE COLLECTIONS TECHNOLOGY THINK TANK DISCUSSION: Vulnerable Customers and Affordability 

Assessing affordability. Identifying vulnerable customers, does technology have a role to play?

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
  • Panel Speakers: Erik Porter, Financial Conduct Authority – Member of the Financial Services Consumer Panel and CEO of Cheddr
  • Charlotte Acutt, Southwark Council,  Head of Income Operations
  • Lietta Pennucci, Intrum, Senior Operations Manager

Register and view the Think Tank Discussion

Session sponsor:

CUSTOMER ENGAGEMENT

ONLINE COLLECTIONS TECHNOLOGY THINK TANK DISCUSSION: Customer Engagement in the digital generation

How can companies maintain values using technology and not lose the human touch?

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
  • Panel Speakers: Jonathan Booker, Snap Finance, Head of Field Collections
  • Richard Sharp, Oplo, MD Consumer Division
  • Mark Oppermann, Webio, Sales & Marketing Director

Register and view the Think Tank Discussion

Session sponsor: 

DIGITAL BUSINESS TRANSFORMATION

ONLINE COLLECTIONS TECHNOLOGY THINK TANK DISCUSSION: Collections futures – Business Digital Transformation

What will be the impact of business transformation upon a business? How important is business transformation flexibility? The current collections technology landscape, how the wider society is impacting collections. What’s on the horizon and shaping the future of collections.

  • Presented by: Colin White, Credit Connect, Founding Director
  • Chaired by: Vanessa Northam, StepChange, Head of Strategic Relationships
  • Panel Speakers: Tim Anson, CRS (Credit Resource Solutions), Managing Director
  • Mark Porter, MotoNovo Finance, Head of Collections
  • Sally Nolan, Marston, Director of Business Development

Register and view the Think Tank Discussion

Session sponsor: 

CONNECTED NEWS DISCUSSION: Accelerating the adoption of  digital collections

The first edition of Connected News, Credit Connect talked to Gareth Bailey from DebtStream and Matt Whale from Hoist Finance and examining how COVID has accelerated the adoption of digital in collections and asking what will collections operations of the future look like?

Register and view the webinar

1.1 – August 2020

REPORT: How to ease pressure on collections

For collections teams, the coronavirus outbreak has created a paradox. How to deal simultaneously with escalating volumes, changing FCA guidelines and high customer expectations – all while experiencing significant frontline staff shortages. It’s undoubtedly a mammoth task. So where should you begin?

Click to view the report

REPORT: European Consumer Payment Report 2020

Intrum’s European Consumer Payment report – Consumers in crisis looks at how Covid-19 is affecting consumer finances in the UK.

The report examines how the Covid-19 crisis will have a lasting impact on UK consumers’ ability to manage their household finances.

Click to view the report

WEBINAR: Accelerate effective collections with digital transformation

Credit Connect’s first webinar of 2020  saw the theme of business transformation within collections discussed at an event hosted by Credit Connect in association with Lightico.

Collections professionals from banks, motor finance, utility firms, debt collection agencies, fintechs and credit managers were amongst the viewers.

Click to Register your details and view the webinar

 


FEATURE: Why Credit Managers can’t afford to ignore AI and ML

The adoption of artificial intelligence (AI), robotic process automation (RPA) and machine learning (ML) is increasing across the finance sector. This is being driven not only by a growing number of use cases but also the significant benefits these technologies offer, for instance, PwC has found that 54% of executives say AI tools have boosted productivity. Yet, despite AI and ML being widely used across many areas of the finance sector and the great potential these technologies offer, their adoption within credit management has been much slower, but why?

Click to view the feature


REPORT: Business Payments Barometer 2019

The 2019 Business Payments Barometer analyses the latest trends and most burning payment initiatives set to impact organisations of all sizes. Now in its fourth year this annual index surveys over 400 financial decision makers across Great Britain.

The report provides insight into the areas of most concern to financial decision makers, and highlights the challenges that organisations have on the agenda. The 2019 research highlights the lack of understanding around new payment initiatives and the escalating impact of payment fraud on businesses.

Read the 2019 Payments Barometer to uncover:

  • Are real-time business payments set to soar?
  • Are companies being hit harder, losing more & recovering less when it comes to fraud?
  • Do businesses understand the impact of the changing payments landscape?
  • Whose responsibility is sanctions-checking anyway?

Key highlights over the last three years include:

  • The impact Brexit has had as a driver of change
  • Small to medium businesses claiming slow payer ethic as their greatest payment challenge
  • Over half of business revenue was negatively impacted by financial fraud

Click to view the report


FEATURE: Innovations to enhance Lending decisioning

The current lending market has seen the emergence of software developments that help to streamline processes for loan origination and credit assessment.

Increasingly, shifting consumer expectations and technology-led changes in the industry have taken financial institutions to be increasingly aware of the need to update their practices and make way for innovation, that can help to streamline the journey and enhance customer experience.

Click to read the feature

 

REPORT: AI for Risk Management

What is the future of AI in the Risk sector? AI has the potential to revolutionise risk management. So how can lenders overcome the barriers to adoption and implement controllable, explainable AI technologies? Find out more in this report.

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FEATURE: AI tools legal firms need to have on their radar

Having already made significant progress across industries like finance and healthcare, I believe artificial intelligence (AI) is naturally placed to radically transform the legal sector. Indeed, the pace of technological change in the last decade means that businesses are constantly exploring new AI-driven solutions to help them gain a competitive advantage and survive in the ever-changing marketplace. Legal organisations are no exception.

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FEATURE: Why customer experiences matter for collections communications

Traditional, call centre-focused debt collection practices are becoming a thing of the past, as more and more debt collection agencies (DCA’s) turn to multi-channel communication strategies to improve customer experience and increase engagement.

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REPORT: The Future of AI Risk

What is the future of AI in the risk sector? If you have recently attended any conferences or industry events, you have probably already heard a lot about AI. Claims about AI seem to be a hot topic at the moment! This report looks at the AI in Risk…

it ‘one of the most important things humanity’s working on. It’s more profound than…electricity or fire.’ As far as bold statements go, we’d say Pichar’s comment is right up there

Click to view the report

FEATURE: Credit to customer communications

Debt collection is undergoing fundamental changes. In the last six months alone, there has been a ream of calls for a new, “ethical” approach to debt collection, led by the Treasury Select Committee, local authorities and organisations including Citizens Advice and the Money Advice Service….

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REPORT: UK European Payment Report

Companies around Europe predict increased bad debt losses, later B2B payments and higher debt risks are ahead, according to the European Payment Report

Click to view the report

REPORT: Financial Vulnerability – UK Collections will consumer vulnerability bankrupt the recovery agent sector?

In this short report, Elanev explores the main challenges facing the UK collections sector with focus on vulnerability and the impact of complaints.

Click to view this report

REPORT: IFRS 9 Stress Testing: lessons learnt from the first round

In this short guide, Jaywing explores the main challenges that financial institutions are now facing as a result of IFRS9, and summarises the lessons learned from the first round of the CST conducted under the new accounting standards, as highlighted in the results published by the Bank of England (BOE) in December 2018.

Click to view this report

FEATURE: Can artificial intelligence help improve collections?

Advanced Collection Systems’ (ACS) collaboration with the University of Hertfordshire is trialling the use of artificial intelligence (AI) based virtual agent that can take on a real-time customer facing role in debt recovery and autonomously negotiate debt repayment.

The trial has led to the design of an ‘Adaptive Virtual Agent (AVA)’ through the KTP, four separate Master’s projects, and the development of an AVA based commercial solution for the debt collection sector by independent AI development company Insight.

Click to view the feature

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FEATURE: What Next for Motor Finance?

A year after they published their interim findings in March 2018, we now finally know the outcome of FCA’s review of the motor finance market. Whilst the focus of FCA’s attentions was to an extent telegraphed in their interim report, the final report still makes quite compulsive reading and begs the question – what happens next?

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REPORT: A Three-Part Harmony

This report analyses how demand, data and UX are reshaping the credit market

Click to view this guide

REPORT: The Problem with Payments

This report analyses the effects of failing to collect payments from customers, and the self-serve tools and tactics businesses can employ to encourage payments

Click to view this guide

GUIDE: How to maximise the use of IFRS9 models in 2019

2019 is a key turning point for IFRS 9. It’s no longer about meeting the 2018 regulatory deadline.

This report provides information on how the models that your business has developed can be better understood, enhanced to address any shortcomings and leveraged for other business objectives.

Click to view this guide

REPORT: European NPLs 2018

The European non-performing loan (NPL) market reached a new peak in 2018 with disposals totalling EUR 205.2bn. This report provides an overview of Debtwire’s NPL database which tracked 142 transactions.

Click to review the report

REPORT: Credit & Collections Technology Awards review 2018

The 2018 Credit & Collections Technology Awards review provides background data, statistics and comments from the 2018 Awards process.

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FEATURE: Credit & Collections Technology Awards case study – Jaywing credit risk

Jaywing won the 2018 Credit & Collections Technology Award for Technology Team of the year. This review takes a look at Jaywing’s work and the criteria its team met to win the award.

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FEATURE: Debt Sale and data insight

2018 has probably been the busiest year for consumer asset sale in the UK since 2008. Speak to any major debt purchaser and they will advise you of the increase in assessing portfolios, pricing calculations and on-boarding customers. Many creditors have used asset sale as part of their process for a number of years. However, FCA authorisation for debt purchasers, the FCA thematic review on early-stage collections and the provisioning implications of IFRS9 have made asset sale a more attractive option for sellers, both established and new to the market…

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WHITEPAPER: Ireland Debt Collection Review

The report reviews where that there is a significant potential for growth in the collections industry. Irish SME’s have over €4 billion of bad debt but only a small portion of this is referred to a third party for collection.

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FEATURE: The future of Lending

In the past decade, technological advancements have changed our daily lives beyond recognition. There is no surprise, therefore, that the demands of today’s consumers are forcing businesses to rethink the way they service their customers. The demand for immediate, round-the-clock access to information raises expectations in nearly every industry.

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FEATURE: Where Regulation Follows Technology

The fifth Anti-Money Laundering Directive (AMLD5), adopted by the European Parliament came into force in April this year. The directive is an extension of the last iteration, AMLD4, and both are an attempt by regulators to tackle head-on the growing power, and therefore risk, of the use of technology by those in the criminal underworld. This feature examines the aims of AMLD5.

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WHITEPAPER: Guide to Productivity Improvement

Productivity is essentially a measure of the output from effort by people, process, equipment and all manner of activities that might be measured. Measuring productivity is key so that the results can be used to monitor the systems and success of initiatives or compared with previous results and those of others. This report provides a guide to improve productivity.

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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.

Click to view the report

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.

Click to view the report

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.

Click to view the report

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.

Click to view

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.

Click to view the feature 

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.

Click to preview the report

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.

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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.

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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.

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REPORT: Stop the Knock

Mapping local authority debt collection practices in England & Wales

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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.

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WHITE PAPER: 10 Golden Rules of outsourced campaigns for contact centre collections.

Fill in the details below. To be sent a FREE copy of the white paper.

Download by adding your details

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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.

Click to preview the report

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

Download

[email-download download_id=”14271″ contact_form_id=”1643″]

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

Download

[email-download download_id=”14271″ contact_form_id=”1643″]

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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WHITE PAPER: The borrower is gaining control

Nostrum’s fourth annual report explores how new regulation, technology and market disruptors have empowered the consumer, and the dramatic changes this is now having on today’s financial and lending industry. 

Download

[email-download download_id=”14271″ contact_form_id=”1643″]

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.

Download

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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.

Download

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. 

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

hce-possessions

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

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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

unnamed-1

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

whitepaper1

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

Download

[email-download download_id=”14271″ contact_form_id=”1643″]

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

[nextpage title=”More”]

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

WHITE PAPER: The borrower is gaining control

Nostrum’s fourth annual report explores how new regulation, technology and market disruptors have empowered the consumer, and the dramatic changes this is now having on today’s financial and lending industry. 

Download

[email-download download_id=”14271″ contact_form_id=”1643″]

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

hce-possessions

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

unnamed

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

unnamed-1

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

whitepaper1

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

More Reports Coming Soon

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