Financial Services Firm Improves Collection
A Client Success Story in the Financial Services Industry
Business Situation
The credit card collections organization of a Fortune 200 financial services firm expected credit card receivables, delinquencies and balances to rise and continue rising in the near future. In addition, the collections organization was experiencing inconsistent performance, increased customer complaints, and poor visibility into processes.
Business Result
Employing proven process design methodologies across multiple operational teams, Dominion Digital partnered with the firm to rapidly enhance its credit card collections capability. Our team designed its business process architecture, prioritized and developed critical business processes, identified quick-win and longer-term improvement opportunities, and developed a continuous improvement framework. As a result, the collections organization:
- gained visibility to key performance indicators;
- streamlined its operational environment;
- improved customer experience; and
- built a foundation for continuous improvement.
Great team. I really appreciated the contacts throughout (our company) and the willingness to collaborate and look for Collections impacts on the corporate direction.
Senior Director, Collections Operations Process Owner
