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A joint study conducted by the Urban Institute and Encore Capital Group's Consumer Credit Research Institute showed that about 77 million Americans currently have a debt in collections, which amounts to 35% of consumers with credit files or data reported to a major credit bureau 1. The Consumer Financial Protection Bureau (CFPB or Bureau) also reports that US consumers have submitted more complaints about debt collection than about any other product or service 2. Meanwhile rising cost of collections, the mandate for higher provisions against loan losses, and combating a flat economy is threatening lenders’ profitability. IT budgets are strained even as mobility, analytics, and new technology trends hold the promise of streamlining processes and simplifying debt collection operations.
In the light of these facts it is clear that financial institutions simply cannot afford to write off bad debts neither can they ignore customer experience. Even a fractional reduction in loss rates for large consumer portfolios can result in a significant and recurring reduction in credit losses. Maximizing return on investment by minimizing unpaid loans and managing traditional credit risk as well as profitability factors such as customer retention and resources are all key components of a financial institution’s Collections and Recovery process. Here are a few trends and challenges that are currently impacting debt collection operations:
The Bureau of Labor Statistics anticipates that between 2015 and 2016 the debt collection industry will experience a 23% rate of growth 4, much faster than the average for all industries. The time is ripe for financial institutions to take a strategic look at their collections operations. They need to examine what additional changes can be made to better align collections with the achievement of the organization’s overall business strategies and objectives including: increased profitability, improved customer experience and regulatory compliance. An integrated, customer-centric approach can be applied to the management of delinquencies. Improving the robustness of systems and operational controls around collections process will not only improve recovery rate but also promote fair and consistent treatment of customers. Debt collections officers must make full use of today’s flexible, responsive operational and IT systems to deal with new, emerging risks in the debt market.
Sources:
1: Waterloo Region Record. 30 July 2014. Avention.
2: Monthly Complain Report, January 2016, CFPB, http://1.usa.gov/1PW7D7e
3. http://www.occ.gov/news-issuances/bulletins/2013/bulletin-2013-29.html
4: "Debt Collection Statistics," debtcollectionanswers.com. debtcollectionanswers.com/Debt-Collection-Statistics.html
This content is provided by an external author without editing by Finextra. It expresses the views and opinions of the author.
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