INTERNATIONAL SUBSIDIARY BANKS DIVISION
THE SKIP TRACING ACTIVITY.
METHODS, TOOLS AND PROCESSES
Vernica Roxana Florentina,...
2
Resume
 Chapter I
Intesa Sanpaolo Bank in Romanian Banking System
 Chapter II
The impact of skip tracing process on co...
Intesa Sanpaolo Bank in Romanian Banking
System
 Started to operate in the local market in 1996 in the West area of the c...
The impact of skip tracing process on collection performance
 If you cannot locate the debtors, we are not able to collec...
Causal factors and context
 Many clients left the country for other professional opportunities in other countries;
 Some...
Causal factors and context
6
Causal factors of
skip tracing
Circumstantial Emotional Intent to deceiveIntellectual
How do you administer your debts?
 In the period 29 April 2013 – 7 Mai 2013 was made an online study by IVOX;
 The goal ...
How do you feel now in the situation of the debtor?
8
0%
10%
20%
30%
40%
50%
60%
The skip tracing strategies
9
Plan Research Organize Analyze Execute
10
The skip tracing methods, tools and processes
Skip tracing methods
Skip tracing
online
Skip
tracing by
phones
Skip trac...
11
Skip tracing online
Use search engines, public record searches, phone companies directories , Credit Bureau
reports, in...
 Strengths
• An economical tool
• Great for uncommon names
 Weaknesses
• The skip searching is limited
• The skip search...
 Goal : Locating and validating
• Obtain a valid phone number
• Validate the place of employment and residence
• Obtain p...
14
Skip tracing by phones
Best Appeal
An appeal based
on logic argument
An appeal based on
the use of emotions
An appeal b...
 When any type of correspondence is returned, it means that the customer has changed his address
or became a skip custome...
 It is the last resort to contact a skip customer;
 The field calls may be made to a customer’s home or business place;
...
 The client who pays on the first demand;
 The client who can’t pay on first demand but is willing to make arrangements;...
18
SWOT analysis
Strengths
Persuasive skip tracers.
Ability to influence the collection
performance.
Weaknesses
Skip traci...
Thank You!
19
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Roxana Vernica: Skip tracing methods, tools and processes

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• Intesa Sanpaolo Bank in the Romanian banking system
• The impact of Skip Tracing processes on Collections performance - causal factors and context
• Skip Tracing methods, tools and processes explained
• Attitudes and behavior of clients after Skip Tracing activities
• Using SWOT analysis

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Roxana Vernica: Skip tracing methods, tools and processes

  1. 1. INTERNATIONAL SUBSIDIARY BANKS DIVISION THE SKIP TRACING ACTIVITY. METHODS, TOOLS AND PROCESSES Vernica Roxana Florentina, Workout Retail Coordinator Prague, 13 - 14 June 2013
  2. 2. 2 Resume  Chapter I Intesa Sanpaolo Bank in Romanian Banking System  Chapter II The impact of skip tracing process on collection performance. Causal factors and context  Chapter III The skip tracing methods, tools and processes  Chapter IV The attitudes and behaviors of the clients after the skip tracing activity  Chapter V SWOT analysis
  3. 3. Intesa Sanpaolo Bank in Romanian Banking System  Started to operate in the local market in 1996 in the West area of the country as a financial institution mainly focusing on small enterprises and Italy – related corporations.  In line with the Group’s rebranding policy, in January 2008 the bank was renamed Intesa Sanpaolo Bank starting to provide services to individuals, small enterprises and large – multinational companies.  According to “Annual Report 2012 “ we have registered 97 683 customers.  At the end of December 2012 the bank had a network of 86 branches. 3
  4. 4. The impact of skip tracing process on collection performance  If you cannot locate the debtors, we are not able to collect money;  In some cases the skip tracing activity can be regarded as an early warning signal and the necessary investigation should be made;  A good way to prevent the fraud cases; 4
  5. 5. Causal factors and context  Many clients left the country for other professional opportunities in other countries;  Some customers are unemployed and living with friends and relatives;  Customers have a weaker banking culture compared with other Europeans and this is the reason why they don’t update the phone numbers, the addresses etc;  Some clients never had the intention to pay, the friends and relatives have lost contact and they are hiding from law enforcement ( the fraudulent skip);  Many customers live in the rural area without the possibility of being contacted;  There is attitude of rejection from the customers behalf to banks;  The clients feel embarrassed by their financial problem and this is why they refuse to keep in touch with the bank;  The clients have problems to deep to find a way out and they are confused. 5
  6. 6. Causal factors and context 6 Causal factors of skip tracing Circumstantial Emotional Intent to deceiveIntellectual
  7. 7. How do you administer your debts?  In the period 29 April 2013 – 7 Mai 2013 was made an online study by IVOX;  The goal of the study was to see how Romanians administer their debts;  The study was made on 7106 people aged 18 and more;  Conclusions : • 86% of Romanians do not consider themselves bad debtors; • Only 14% of customers ( the ones who agree to borrow money) would borrow money from a bank; • 80 % of Romanians never heard about recovery companies; • 45% of Romanians say they are delinquent customers for the following reasons: lost their job, had a family incident etc; • 15% of those with unpaid debts believe that the budget calculation has been wrong from the beginning and they said "we'll see“; 7
  8. 8. How do you feel now in the situation of the debtor? 8 0% 10% 20% 30% 40% 50% 60%
  9. 9. The skip tracing strategies 9 Plan Research Organize Analyze Execute
  10. 10. 10 The skip tracing methods, tools and processes Skip tracing methods Skip tracing online Skip tracing by phones Skip tracing with letters Skip tracing with field visits
  11. 11. 11 Skip tracing online Use search engines, public record searches, phone companies directories , Credit Bureau reports, internal reports etc World Web • Web- based search engines ( Google,Yahoo etc ) • Phone companies directories • Public records ( marriage, divorce, foreclosures, tax information, etc.) • Professional Websites ( Linkedin, Bestjobs, etc. ) • Social Websites ( Facebook, Twitter, My space, etc.) • Other Online Resources (WordPress and other blogging sites, Alumni or Reunion sites, etc.) Credit Bureau report • The source with the most accurate information for skip • Employment information • Current addresses and phone numbers • Ability to pay • Spouse information
  12. 12.  Strengths • An economical tool • Great for uncommon names  Weaknesses • The skip searching is limited • The skip searching is innaccurate • Easy to hide 12 Skip tracing online
  13. 13.  Goal : Locating and validating • Obtain a valid phone number • Validate the place of employment and residence • Obtain personal information to enable collection  The best sources of information: • Parents and relatives • Friends • Neighbors • Colleagues ( former colleagues) • Employers ( former employers) • Ex – spouse 13 Skip tracing by phones
  14. 14. 14 Skip tracing by phones Best Appeal An appeal based on logic argument An appeal based on the use of emotions An appeal based on the perseverance of skip tracer
  15. 15.  When any type of correspondence is returned, it means that the customer has changed his address or became a skip customer intentionally;  The returned letters may generate a new address; 15 Skip tracing by letters
  16. 16.  It is the last resort to contact a skip customer;  The field calls may be made to a customer’s home or business place;  Sometimes involves visiting former neighbors, employers or other known contacts to ask about the subject;  It is recommended to keep the number of visits to a minimum not to make the customer feel disturbed or get used to receiving field calls;  In this moment the activity is done in-house, but in the future we study the possibilities to externalize it;  Strengths • Has a great impact on client’s behavior  Weaknesses • The most expensive tool 16 Skip tracing with field calls
  17. 17.  The client who pays on the first demand;  The client who can’t pay on first demand but is willing to make arrangements;  The client with a dispute;  The client with an indifferent attitude;  The client who refuses to pay but can be motivated to do so;  The customer who will never pay. 17 The attitudes and behaviors of the clients after the skip tracing activity
  18. 18. 18 SWOT analysis Strengths Persuasive skip tracers. Ability to influence the collection performance. Weaknesses Skip tracing takes time, so the results are not immediately. Opportunities Possibility to externalize field visits. Additional trainings to improve skip tracer’s performance. Threats Market competition in collecting debts
  19. 19. Thank You! 19

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