Collections & Recovery Process Re-engineering

Background

Our client a bank in Middle East was facing significant issues with its collections unit impacting overall productivity and recovery rates.

Methodology

Arete analysed the key collections metrics, organisation structure, processes and conducted interviews to understand main problem areas.

Business Outcomes

• 35% reduction in collections team FTE through process, organisation improvement
• Improvement in Bucket “0” collections through early intervention
• Reduction in operating costs through enhancement of account to collector ratios