Financial Services: Aligning Collections with Borrower Engagement

Presented by

Joaquin de Valenzuela, Head of Financial Service, Salesforce UKI

About this talk

Due to the COVID-19 crisis and the economic slowdown, lenders are increasingly focused on retail credit risk management, while at the same time looking to provide short-term relief from debt payments to loyal customers that are facing financial hardship. Many borrowers are asking their financial institutions for support, and lenders need to process thousands of requests, while predicting future situations where their customer may not be able to repay a mortgage or a consumer loan. In these circumstances, it is more important than ever for the lender to put the borrower at the centre of their operations. Lenders need to qualify customer requests quickly, schedule appointments with relevant staff, and agree a new payment plan if needed, providing guidance and debt relief. In an era of extreme uncertainty, it is important for Financial Services institutions to be the stable foundation their customers need, allowing them to earn trust and strengthen their customer relationships. In this webinar, learn from Salesforce how the 360 Salesforce Customer Success Platform can be used to reimagine collections and deliver an impactful and efficient omni-channel experience for both collectors and borrowers, leading to improved financial wellbeing for all.

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