Driving 33% Improvement in Collections Efficiency & Charge-off Rate Reduction for a Leading US Fintech Lender

Industry: Banking and Financial Services
Services: Digital Operations, Collections, Analytics, Customer Experience, Quality Management

Client Overview

Our client is a leading US financial institution recognized as one of the top innovators in the consumer credit and lending space. With a portfolio spanning auto loans, credit cards, and personal loans, they have an asset book of over $3 Billion. The company serves more than 2 million customers and has over 2,500 employees. The organization is focused on enabling responsible and affordable credit access while maintaining a superior customer experience.

The Challenge

Reducing Operational Costs While Enhancing Collection Effectiveness

As one of the leading fintech lenders in the US, our client sought to optimize its credit and collections lifecycle for personal loans and credit cards. Legacy operating models were limiting efficiency, scalability and cost-effectiveness. Key challenges included:

• High operational costs and fragmented collection processes
• Need for a scalable model to support and match their business growth
• Limited visibility into portfolio delinquency trends
• Inconsistent customer experiences impacting repayment outcomes
  

Our client needed a transformation partner to streamline collections, enhance performance visibility, and improve recovery rates while maintaining compliance and customer empathy.

Sutherland Solution

Analytics-Driven Credit and Collections Transformation

Sutherland delivered an end-to-end operating model transformation across the client’s credit and collections lifecycle, designed to improve efficiency and outcomes through digital and analytical enablers.

Key solution components included:

1. Collections Analytics: We deployed advanced analytics to segment delinquent portfolios and optimize treatment strategies.
2. Flexible Pricing Model: We introduced a dynamic pricing approach, aligning costs to outcomes.
3. Committed Outcomes: Outcomes underwritten in the contract
4. Rapid Scale Enablement: We built the capacity to expand operations swiftly in response to business growth.
5. Robust Quality Management: We instituted a consistent quality framework, ensuring 100% SLA and KPI compliance.
6. Customized Training Programs: We enabled skill-based capability development to strengthen performance at every stage of the credit lifecycle.

Our adaptive delivery model ensured consistent execution across multiple lines of business while maintaining operational resilience during scale-up and external disruptions.

The Outcome

33% Improvement in Collections Efficiency and Stronger Portfolio Health

Sutherland’s transformation drove a measurable improvement in collection outcomes and operational resilience for our client. Our enhanced analytics model helped the client achieve a 33% improvement in collections efficiency and a significant reduction in portfolio delinquency rates.

Through quality and analytics-led execution, our client realized $250K in direct cost savings and sustained 100% SLA compliance. These outcomes were achieved without additional headcount, underscoring the scalability and effectiveness of the delivery framework.

The engagement has since evolved into a strategic partnership, with continued focus on expanding automation and digital self-service capabilities to further strengthen the collections ecosystem.

That’s digital outcomes delivered!

Our client continues to partner with Sutherland to scale intelligent collections and credit operations across multiple regions, leveraging our proven digital-first delivery model.