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APTEAN: WHERE THE HEART IS

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Antony Jagger, Manager, Customer Solutions, Aptean, looks at some of the challenges associated with mobilising customer services teams in the financial services sector, and asks: “is a home working model sustainable in the long term”?

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EQUINITI: BRIDGE THE GAP – THE MORTGAGE MARKET NEEDS TO UP ITS AUTOMATION GAME

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Richard Carter, Managing Director of Equiniti Credit Services, explores how adopting open technologies can help mortgage providers accelerate their digital transformation, improve customer services and boost their recovery in a post-COVID-19 world.

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TELROCK SYSTEMS: THE NEXT LEVEL – IS YOUR COLLECTION SYSTEM READY FOR THE CHALLENGE?

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We have never faced a situation that has required transition to distance collection management with agents working from home. Although most of us have lived through financial crises before and know that we need to start ‘planning for the future,’ we’re now in uncharted waters as to what to expect. The question is whether your collections systems are ready for this next challenge? Do they have the flexibility and ability to identify high risk customers needing special attention? What about at the same time meeting the majority of consumer needs and perceptions by providing an automated response, in the right medium, at the right time?

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ComplyWithMe: SILOED STRANDS – COMPLIANCE AFTER COVID, THE END OF BPU?

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Have you heard of the BPU before? It stands for Business Prevention Unit, and it’s how the compliance function is seen in far too many organisations. I’m a consumer credit compliance consultant, an interim, usually. One of those people who breezes into a firm, changes everything and then goes on to the next contract, leaving someone else to carry on. I specialise in operational compliance, complaints, Quality Assurance (QA), policies, procedures etc. I think of it as Operations Assurance and I’d like to share a few insights with you.

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EXPERIAN: CLEAR BENEFITS, MAKING THE VISIBLE INVISIBLE

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Meet the mainstream financial system, because there is little or no information available on their financial track record.

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PRODUCT PARTNERSHIPS: FCA COMPLIANCE, A TIDY SHIP?

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The Financial Conduct Authority (FCA) continues to focus on sales practices in the motor sector, and has highlighted throughout this year the need for those involved in the financing of motor vehicles, to ensure customers can make an informed decision. 

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