Meeting Past-Due Borrowers Where They Are: Effective Omni-Channel Collections

Maximize Past-Due Borrower Contact Through the Right Channel Mix

We help you design and execute intelligent outreach strategies that seamlessly blend voice, SMS, email, and self-service. Our approach is compliant and cost-effective, meeting borrowers where they are and significantly increasing resolution rates.

Key Components & Design Considerations
We optimize your contact strategy by focusing on:

• Channel Preferences: Leverage known borrower preferences and opt-in data to guide precise contact channel selection.
• Message Timing: Align message delivery windows with borrower behavior and response trends (e.g., email in AM, SMS in PM).
• Cadence & Sequencing: Balance communication frequency to avoid oversaturation or fatigue while consistently driving contact.
• Personalization: Tailor content and tone based on delinquency stage, product, and prior history for maximum engagement.
• Compliance Filters: Embed Regulation F and TCPA guardrails to protect against over-contact and consent violations.

Operational Levers & Tools
We activate your contact strategy with practical operational tools:

• Contact Strategy Playbooks: Map end-to-end communication flows by DPD (Days Past Due) band and channel.
• A/B Testing: Set up systematic experiments to continuously improve message performance and channel effectiveness.
• Automation & Triggers: Use smart rules to auto-launch campaigns based on payment failure, no-response, or hardship updates.
• Opt-Out Handling: Ensure all channels meticulously maintain and respect consumer opt-outs and consent status.

Why It Matters: Value to the Bank
Strong omni-channel strategies deliver substantial collections benefits:

• Boost Right-Party Contact: Increase successful connections and self-resolution without raising operational costs.
• Improve Borrower Satisfaction: Avoid "dialer fatigue" and enhance the overall customer experience.
• Drive Better Recovery Outcomes: Achieve higher recovery rates with a lower cost-to-collect.
• Reduce Complaints & Exposure: Minimize borrower complaints and regulatory compliance risks.

Risks & Controls
We help you mitigate risk through robust controls:

• Comprehensive Compliance: Implement Regulation F, TCPA, and UDAAP compliance controls.
• Ongoing Monitoring: Provide continuous reporting and exception monitoring for proactive risk management.
• Clear Guidance: Ensure clear documentation and agent guidance for consistent, compliant execution.

How We Partner to Build It
We analyze your current contact performance, build sophisticated cross-channel strategies by segment and DPD, and help you implement robust tracking for response and cure rates. We also partner closely with your marketing, servicing, and legal teams to align strategy with your brand, compliance, and overall operational goals.

Why Spinnaker?
We’re former operators, risk leaders, and strategists in the banking industry who’ve been in your shoes. Every consultant on our team has over 10 years of real-world experience leading credit risk, collections, compliance, and analytics functions at banks and fintechs. We have managed through the last recession and the pandemic. We know what works because we've done the work. That’s why our solutions are practical, actionable, and designed to perform in the real world.

Contact us today for an exploratory conversation: Shawn.Sweeney@SpinnakerConsultingGroup.com