Consumers are under stress and that’s seriously stressing collections operations. More and more accounts are rolling from current to late, from early-stage collections to late-stage collections. All told, the number of delinquencies has doubled in the past two years, a trend that threatens the profitability and viability of some financial institutions. It’s vital for these firms to stop the bleeding and find ways to improve their collections operations—such as tapping the power of multichannel communications. Effective collections not only prevent defaults and foreclosures, they help keep customers worth keeping for the long-term health of the company.

In this web seminar you will learn the following:

• Emerging consumer and communication trends that influence the success of collection practices
• Best practices to acquire, retain, and collect from customers to maximize your investments in servicing
• How to use multichannel communications technologies and services to reach your business goals and empower your staff to be more productive—all while saving money.
• How a $5B Credit Union reduced their 1-60 day bucket delinquencies by 19%

Speakers:

• Kevin Reilly , Global Managing Director for Financial Services, Avaya

Kevin Reilly leads a team dedicated to helping financial institutions solve their business problems. Before joining Avaya, Reilly amassed 26 years of experience at JPMorgan Chase in several roles. As a Vice President in Collections Operations, he managed 20% of the company’s overall outstanding credit card deliquencies and his team was able to decrease loan losses 15% year-over-year. As a Senior Vice President of JPMC’s Credit Card Call Center Operations, he managed a network of six customer service call centers globally with a staff of 2,400 employees handling 72 million calls annually and generated more than $100 million by turning servicing calls into sales. He also has experience opening, re-engineering, consolidating, closing, off shoring and outsourcing of back office operations.

• Charles Hall , Managing Principal for Financial Services, Avaya

Prior to joining Avaya Chuck served in many operational roles in the financial services industry. Most recently and for 7 years, Chuck was a Director/Vice President for one of two national mortgage origination calls centers for CitiMortgage. In this role he oversaw over 100 loan officers and was responsible for overall call center operations and production. He worked very closely with supporting departments including Operations, Underwriting, Marketing, Risk Management, Legal and Compliance. Prior to that (10 years) Chuck worked in Citi's branch network where he was responsible for various regional locations. While in this role he had complete responsibility for overall P&L, originations (secured and unsecured lending, auto loans, credit cards), collections and customer service.

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