Prevention is better than cure: how to spot and support customers approaching arrears
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2 speakers
Prevention is better than cure: how to spot and support customers approaching arrears
About
The post-Christmas period brings added financial strain for customers as seasonal spending catches up with them, and the risk of defaults is likely to increase.
Identifying customers in financial difficulty before they fall into arrears means you can take tangible measures early, reducing risk and costs, as well as building trust. This aligns with Consumer Duty, which requires firms to prevent foreseeable harm and empower customers to make well-informed decisions.
Join our expert panel as they discuss...
- Identifying customers at risk.
- Building an effective pre-delinquency toolkit.
- Practical customer support measures to help avoid arrears.
- Measuring success and overcoming challenges.
Speakers
James Fell
Founder and CEO at Credit Canary
James leads Credit Canary, whose mission is to create a world where customers never miss a payment. Credit Canary is building a platform that flags borrowers facing financial distress to lenders, engaging them before these loans go wrong with digital arrangements to avoid needing collections.
Steve Scott
Head of Business Support, Collections & Recoveries at Nationwide Building Society
Steve has over 25 years of experience in Collections & Recoveries, leading teams across Strategy, Data & Analytics, Systems, Business Change and Operations. He worked in several Tier 1 Banks and other financial services organisations in addition to 3 years in the BPO’s sector. Steve now works for Nationwide Building Society as Head of Business Support, responsible for workflow systems, customer strategy, business insight and change activity. This also includes the ongoing development and management of Nationwide’s ‘pre-emptive’ customer journeys – designed to identify & support customers showing early signs of potential financial difficulty.
