Credit and collections management
A comprehensive service to collect outstanding revenue
Our bespoke service is tailored to meet both the requirements of our clients and their customers. We work as an extension of our client’s organisation and our team delivers a brand experience that our clients’ customers expect.
From telecommunications to utilities, we are experienced in collecting live debt for a broad range of clients. Combined with training designed by our specialist in-house team, and state-of-the-art technology developed in conjunction with our clients, we have developed a market-leading service when it comes to live collections.
Consultancy approach based on years' of experience
Our main objective is finding the right solution for you. Through a comprehensive business analysis to identify existing and future challenges, our consultation process allows solution elements to be selected with the appropriate implementation approach to effectively address challenges while respecting organisational culture.
Arvato has been a well-established player in the European debt collection and credit management market for many years. In 2010, Arvato acquired Credit Solutions, one of the UK's top ten collection agencies, and in 2013, we became Europe’s 3rd largest provider for financial solutions and credit management, by acquiring Gothia Financial Group.
Increase efficiencies through intelligent use of technology
Our teams use the latest debt management systems and dialler technology, increasing efficiencies across the customer lifecycle.
Access to advanced customer insights to reduce bad debt
New technologies together with knowledge and experience provide clients with new strategies to reduce customers falling into arrears and accruing bad debt.
Increase flexibility and improve customer experience
Our 24/7, self-service payment platform allows your customers to make payments in an easy and secure way.
Protecting our clients and their customers
At Arvato Financial Solutions we believe in treating customers fairly and adhere to all regulatory requirements and are fully certified in all areas. As a trusted partner we are fully compliant with Financial Conduct Authorities regulations, a member of the Credit Services Association, hold an ISO 9001 Quality management standard certificate, in addition to being an accredited member of Investors in People organisation.
Looking for an effective field services to maximize results?
Our field agents are the best in the business when it comes to treating customers fairly whilst delivering superb results, in compliance with the highest ethical and professional standards.
Our service offering includes live customer re-connection, address verification, occupancy reporting, status reporting, property reports, card collection, status enquiry, pre-disconnection visit, occupancy verification, and mortgage arrears visits in both unsecured and secured debt portfolios. These are all supported by a 300-strong call centre and cutting-edge technology.
End to End Collection Service
Our end-to-end credit management services improve our clients’ cash flow by improving the collection of outstanding revenues. Our comprehensive range of services covers the entire credit management chain, from early arrears management to in-house collection services, field collection services, legal processing and enforcement through all relevant legal jurisdictions.
Our credit management process entails interacting with our clients’ customers (by letter, telephone, SMS and email) to resolve outstanding balances on customer invoices. Providing first class customer service, our accounts team resolve customer queries while maintaining a professional and compliant manner. We also assist in allocating payments, raising credit notes and supporting the clients’ sales teams.
Our systematic approach to arrears is to reduce the volume of accounts reaching each phase of the dunning process, thereby improving cash flow and reducing debt passed for third party collection. To further maximise revenues for clients, we provide a team of trained multi-skilled agents which can be scaled up or down according to demand. Secure online interactive reporting keeps clients updated in real time about the status of the arrears.
Communication is Key
The “live debt” collections process is a collections/customer rehabilitation journey which includes communications by letter, telephone and possibly field visit on open customer accounts. This can be carried out using as a “white label” service using client branding and using the client’s CRM system.
Our bespoke service, tailored to both the requirements of our clients and their customers, protects corporate reputations and maximises net returns which reduces customer churn. This allows us to recover consumer debt, improve customer payment behaviours and improve net promoter scores.