CREDIT CARDS

Capability overview for the Credit Cards

INTRODUCTION

FROM LUXURY TO NECESSITY

The credit card industry has seen significant growth over recent years driven by an increased need for unsecured short-term credit. The market has seen strong competition by lenders who provide greater access to unsecured credit for consumers with varying added benefits and rewards.

With the increase in acceptance of credit cards by merchants, interchange rates have reduced, and with additional controls in place for services, revenue has increasingly become reliant on revolving credit interest.

This has caused an increased focus on cost and along with increasing regulatory oversight, has led to technology becoming a key enabler to leverage automation and create customer centric journeys to drive efficiency and effectiveness in collections.

Regulatory Compliance

Data-driven process

The rise of self-serve

Regulatory oversight has been steadily increasing, especially since the banking crisis in 2008. Lenders need to ensure customers can afford to take on credit, understand the implications of not making payments with a need to identify and appropriately manage vulnerable customers.

With significant regulatory focus recently on persistent debt, lenders do need to continually assess and consider the customers best interests. Together with the continuous development of forbearance strategies, further innovation in the industry has been introduced with the re-design of customer journeys to ensure fair outcomes and compliance.

There is a requirement to not just have controls in place but also to demonstrate and evidence the fact. This has undoubtedly increased the level of process monitoring and reporting required. Cost efficiency remains a focus in order to maintain profitability.

Help to remain compliant with QUALCO:

Stay in Control - Enable compliance and add control all whilst mitigating risk with our robust control reporting and documentation tools

Flexible payment arrangements - Fully configurable rules to ensure everything matches payment policies and hierarchies

The right data, the right time in the right location for agents to optimise call handling times and reduce costs

With a focus on creating good customer journeys with fair outcomes, lenders are continuously optimising processes and offering new solutions for customers in arrears. Driving this development is the exploding use of data and modelling. This is being used to optimise contact times, channels, and segments in collections to generate better, more efficient outcomes.

Simulation and testing of different scoring and decisioning components have also become more common with tools such as champion challenger being used to determine optimal strategies. Incorporating data, modelling and insight are areas of high demand and a high return to drive process improvement.

Use QUALCO to optimise your processes:

Connect to different data streams for scoring and modelling to segment, identify key customer traits and classify accounts

Use pre-built modelling techniques to devise your own internal scoring with the ability to predict and forecast behaviour prior to implementation

Increase your understanding of the customer base with complete linkage and integration with our data specialist tool D3E

Cost efficiency as a key driver of profitability remains a focus with digital strategy a key element in this. Self-serve and the ability to capture data is enabling enhanced service levels, especially when integrated with contact technologies. Affordability (Income and Expenditure) in-particular is high touch process and a key target for digital automation.

This is extending into the recoveries process. Integration with financial support services such as DCA’s, field agents and legal entities is helping to automate workflow and capture compliance data.

Ideally, each process is embedded within any collection system to allow data to be used with the Collections strategy and to enable performance monitoring. All of these adds complexity, especially with current regulatory requirements. Modern collections systems are being turned to for help.

QUALCO can help with your digital-first strategy:

Customisable digital channels allow customers to interact and self-serve through their preferred channels

Control and configure an automated I&E journey with set validation controls

3rd Parties interface with pre-defined processes and treatment paths to reduce costs and add controls

A fully integrated self-service portal for a seamless digital journey

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Our value proposition

SOLUTION ECOSYSTEM

QUALCO’s technology ecosystem helps you leverage data to gain customer insights, understand account behaviours and flexibly drive effective collections strategies to stay in control. Use the latest tools and techniques to minimise losses, optimise cost whilst creating good customer journeys and outcomes.