23%
Improvement in rACH activations during first stage delinquency
93.2%
Exceeded quality expectations with low variance vs. client audits
1st
Recoveries bucket placed benchmark performance across network (Internal sites and external vendors)

Our client is a leading FinTech company offering affordable loans and financial resources.

Customers engage their solutions for events such as paying for auto repairs, covering temporary cash shortages and paying off higher-interest debt.

Our partnership consists of multiple lines of business (LOBs), supporting the lifecycle of a loan.  Loan services are available in 11 U.S. states.

Client Objectives

  • Reduce delinquency rate and improve payments retention
  • Meet and exceed the Collection performance goals of client-owned captive centers
  • Identify ways to improve the Collections execution by leveraging Sitel’s end-to-end capabilities
  • Flawless execution to lead to supporting newly launched credit card products

Our Solution

  • Dedicated comprehensive leadership staff, versed in the Collections industry, designed a custom plan to accelerate performance
  • Created tailored strategies utilizing Sitel’s Smart Collections solution for each delinquency bucket, conforming coaching and call handling techniques
  • Organic growth plan for agents to advance in from one bucket to another based on performance
  • Month to month planning identifying consumer accounts likeliness to bring their accounts to current status
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