Collection Success in a
Transitioning Economy
AJ Travagline
Senior Partner, Application Sales
FICO
Robert Pikula
Head of Recovery and Asset Restructuring
Bank Zachodni WBK—Santander Group
© 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.
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.
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© 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
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© 2014 Fair Isaac Corporation. Confidential.
BANK ZACHODNI WBK
BANCO SANTANDER
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).
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
Recovery Culture—
It Is a Teamwork
Branch
Banking
Call
Centre
Business
Intelligence/
Analytics
IT
Corporate
Banking
Capital
Markets
Recovery
Operations
Credit
Partners
Lawyers
Public
Relations
Business Intelligence/
Analytics
Advanced techniques
Recovery
Selection /
Pre-approved offer
Admission
Credit
process
Recovery
LGD impact
Portfolio
Monitoring
PD impact
Collection
Business Intelligence – opportunity for improvement
Thousands of Activities
Need to be Organized
COLLECTION
RESTRUCTURING
RECOVERY
WORK FLOW - DEBT MANAGER
Automatic
Segmentation
Accounts
Allocation
Work queues
Prioritized
SOFT
ACTIONS
Allocation
HARD
ACTIONS
Allocation
Portfolio Sale
SMS
Risk profile
DPD
Scenarios
of actions
How
important
PHONE
How urgent
What kind of
action
Champion
Challenger
EXIT STRATEGY
LETTER
NPL RESTRUCT.
EMAIL
VOLUNTARY ASSET SALE
WEB
BAILIFF EXECUTION
VISIT
DOOR TO DOOR
REPORT
AUCTIONS
BRANCH
REPOSESSIONS
SPECIAL OFFER
BANKRUPTCY
PTP
AUTODIALLER / IVR / ADEPTRA
Calls recording
Tips / Scripts
CLOSING
process
AUTODIALER
Calls recording
Write Off
Administration
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
ajtravagline@fico.com
Robert Pikula
Robert.Pikula@bzwbk.pl
© 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.
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© 2014 Fair Isaac Corporation. Confidential.
Please rate this session online!
AJ Travagline
ajtravagline@fico.com
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© 2014 Fair Isaac Corporation. Confidential.
Robert Pikula
Robert.Pikula@bzwbk.pl