Collections and Recovery Performance

Client Need: A multi-national bank wanted to reach best-in-class collections and recovery performance by benchmarking its specific business processes and performance for all of its collections and recovery operations.

Solution: BenchMark Consulting documented the current operating environment including policies, processes, staffing and technology; comparing the centers on major performance metrics. The client’s current performance was compared to that of best-in-class industry peers and from that analysis, recommendations regarding process workflow, staffing and key performance metrics were developed and implemented.

Result: In the second year, the annual loss reduction of $57 million was recognized from the implemented recommendations.