Industry: Banking and Financial Services | Services: Automation, Business Operations, Digital CX
Client Overview
The client is a nationwide provider of non-prime consumer credit, partnering with retailers to offer financing options to millions of customers. With a diverse borrower base and rising regulatory requirements, the client needed to strengthen collections performance while protecting customer relationships.
The Challenge
Balancing Collections Performance with Customer Care
The client’s legacy collections model was highly manual, leading to inconsistent recovery results, rising operational costs, and strained customer relationships. Managing non-prime accounts posed added complexity, as customers required empathetic engagement alongside effective recovery strategies.
Sutherland Solution
Intelligent, Customer-Centric Collections
- AI-powered segmentation to prioritize accounts based on payment behavior and risk
- Omnichannel outreach to engage customers through their preferred communication channels
- Automation to streamline routine tasks and reduce agent effort
- Compliance-focused processes ensuring adherence to industry regulations
The Outcome
Stronger Recovery, Better Customer Experience
By digitizing and optimizing collections, Sutherland enabled the client to reduce delinquency rates by 25% while significantly improving recovery rates. Customers benefited from more empathetic, personalized engagement, which boosted satisfaction and long-term loyalty. The client now operates a scalable, compliant collections model that balances financial performance with customer care.
KEY OUTCOMES
Reduction in delinquency rates
