Why Compassion in Collections Won't End After COVID

Presented by

Robert Keil, NASA Federal Credit Union | Darryl Knop, FICO | Kris Frantzen, Temenos

About this talk

When COVID-19 brought on the second major economic crisis of the 2000’s, many credit unions faced an entirely new set of challenges to meet the needs of their members. The economic crisis brought on by COVID was sudden, impacting tens of millions of Americans with almost no warning. Was your credit union positioned to respond to this unprecedented challenge? Is it better positioned now? Join this interactive webcast for lessons learned from NASA Federal Credit Union about how investing in digital banking solutions and omni-channel communications platforms can facilitate member communication and self-service. Learn how to proactively communicate and provide a consistent and supportive message to members who have profound questions and concerns about their finances. Experts will share advice about how to deliver a consistently compassionate member experience – and insights about why it is the future of collections, even after COVID. They will also discuss: - What a “compassionate” collection philosophy looks like versus “traditional” collections. - The role of technology in delivering this messaging consistently throughout all of your member experience channels. - The importance of standardizing processes to overcome the disruption in your operations. - How to become more proactive in identifying accounts that analytics tell you will probably become delinquent – and communicating before the account becomes delinquent. - How to significantly improve member self-service, including the ability to work out payment holidays and payment plans, using analytics to drive these offers.

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Temenos offers cloud-native, cloud-agnostic, API-first digital banking, core banking, payments, fund management, and wealth management software products, enabling banks to deliver consistent, frictionless customer journeys and achieve market-leading cost/income performance. We have a relentless focus on innovation and consistently reinvest 20% of our revenues into R&D, the highest in banking software. We have the largest and most dynamic global community of banks, FinTechs, developers and partners in the industry and together we make banking better.