Recommended
Recommended
More Related Content
Viewers also liked
Viewers also liked (20)
Similar to 2 jaime graham collections (4 3)
Similar to 2 jaime graham collections (4 3) (20)
More from CCR-interactive
More from CCR-interactive (20)
Recently uploaded
Recently uploaded (20)
2 jaime graham collections (4 3)
- 1. Mortgage Arrears Thematic Review Lessons Learned
- 2. What should we learn from this? • Methodology of a Thematic Review provides excellent framework for self diagnostic • May provide insight into preparation for the FCA Authorisation process • Unsecured Arrears Thematic Review scheduled for Q1 2016 • The key findings are equally applicable to Unsecured • Continual improvement programme is key to managing conduct risk profile
- 3. Methodology of previous Thematic Reviews Information Request Case Study Reviews On Site Visit Follow Up & Actions • Structure Charts • Policies • Segmentation • Forbearance Options • Strategies • Operational Procedures • Outsourcing & SLAs • MI • Key Documentation • Audit & Compliance • Randomised Selection • Lifecycle Reviews • Outcome Testing • Individual Remediation • Route Cause • Interviews • Observation • Discussion of Cases • Queries from Info Req • Personalised findings • Action Plans • Industry Findings
- 4. Mortgage Arrears Thematic – The good news…. https://www.fca.org.uk/static/documents/thematic-reviews/tr14-03.pdf
- 5. Mortgage Arrears Thematic – And… The “not so good”…. https://www.fca.org.uk/static/documents/thematic-reviews/tr14-03.pdf “Culture” “Pro-active” “Flexibility” “Vulnerability” “Skills & Knowledge” “Governance Arrangements” “Inflexible Process & Systems”
- 6. What could go wrong? Quality Assurance MI focussed on £ Incentive schemes Commercial structures Supplier oversight Governance Management awareness Recruitment Skills & Training Redress & Remediation Operational SLAs & Tgts Vulnerability Do you have a clear definition of “detriment” and how to define a “good outcome”? Complaints Management Policies (& Exceptions)
- 7. Diagnostic Tools – you all have what you need! • FCA publications • Your front line staff • Your Compliance & Internal Audit functions • Top down – “Systems engineering” • Bottom up – “e2e risk assessment” • Potential detriment mapping (measures / controls)
- 8. Culture is a bigger word than it looks • It’s easy to start at the bottom… • Fixing the burning issues… • Setting up your QA frameworks… • But if the culture from the top isn’t right... What is a “culture” anyway? • A pattern of shared beliefs, practices, attitudes and conventions • Integrated behaviours dependent upon capacity for learning and transmitting knowledge to succeeding generations • Customary beliefs of a social group, and characteristic features of everyday existence shared by people • But if the culture from the top isn’t right….. Define it Teach it Live it Measure it Reward it How to build it
- 9. The Role of Quality Assurance… And Controls… What does good look like? Call opening Fact finding Assessing circumstances Solutions planning Agreeing next steps Call closing
- 10. Continuous Improvement Self assessment Line 2 / Line 3 FCA / LSB Case Reviews Complaints & QA ActionPlan Governance Owners KPIs Controls Performance Contracts Communication Testing Good conduct management may be a programme or a senior management role in its own right
- 11. Stating the obvious – the 5 C’s of Collections Customer Affordability Conduct Customer Cost Commercials
- 12. Where next? Lots of you are already going there… Self service budget planners Interactive SMS / Live Chat / Web Chat Payment Portals Transfer of Information
- 13. Where next? But there’s room to take it further… • Good tools & good data • Better view of affordability • Shorter phone calls • Easier for customer • Reduced costs • More appropriate solutions • Better outcomes
- 14. Stating the obvious – the 5 C’s of Collections Conduct Customer Cost Commercials Customer Affordability
Editor's Notes
- Systems Engineering is an interdisciplinary approach and means to enable the realization of successful systems. It focuses on defining customer needs and required functionality early in the development cycle, documenting requirements, then proceeding with design synthesis and system validation while considering the complete problem