Chordiant Collections Manager eliminates awkward, unaligned treatments and blind dialer calls and guides every customer interaction with industry best practices and business rules to ensure optimal resolutions. Collections Manager delivers real-time predictive decisioning and holistic customer content and context to each agent’s desktop, enabling next-best-action (NBA) collections processes. NBA processes blend real-time insight with agile business strategies and dynamic decisions to empower agents to act based on the unique needs and behaviors of each customer, while ensuring the best resolution for the company.
Chordiant Business Value
Differentiate and build customer loyalty with next-best-action collections processes. Chordiant Collections Manager ensures optimal treatments and management consistency throughout the collections lifecycle.
The Chordiant Collections Manager Solution:
- Focus on the Customer Experience throughout the collections lifecycle.
- Focus on maintaining a relationship with the customer before, during and after the collections effort, not just minimizing losses.
- Deliver products that help optimize the customer relationship even after the collections effort.
- Integrate with risk strategies to drive real-time processes.
- Change customer strategies and treatments as new customer data is received.
- Dynamically present next best actions to deliver the best customer experience at the right time.
- Consistently employ risk strategies within the customer conversation without relying on representative skill sets.
- Allow for individual payments or a series of payments to resolve account delinquency.
- Feed representative treatments and payment amounts that are optimal for both the company and customer.
- Automatically monitor payments against a promise or payment plan. Display a Kept or Broken Promise ‘flag.’
- Automatically account for existing payment arrangements and payment history when determining the next best action for each customer.
- Build ‘work items’ into agent to do lists; for example, a phone call or review of a special case.
- Automate next steps to take place based on previous actions in the process.
- Remove an account from the automated strategy when a special circumstance such as Deceased or Military Service is identified.
- Enable alternate processing for consumer credit counseling, hardship processing, bankruptcy and legal processing.
- Provide real-time feedback on the success of treatments back to the application.
- Implement portfolio analytics that deliver real-time data to the desktop to facilitate call centre optimization and next best action determination.
- Track all activities, both system and user generated, for agent and audit purposes.
- Manage multiple account history repositories to ensure the customer case in collections and the system of record are always aligned.
- Provide agents with automated or ‘canned’ notes to characterize account disposition.
- Automate the next best action for an account based on disposition code.
If you need additional information on Chordiant Solutions for the Card Services industry, please call 1-888-CHORDIANT or contact your local Chordiant Office.
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