The Five Secrets to Successful Omni-Channel Collections in Auto Finance |March 5,2020
Collections and Recovery professionals are under tremendous pressure to reduce customer friction and better manage delinquencies. Collectors face many challenges, including collecting more, identifying customersí preferred channels, reducing roll rates, complying with regulations, and doing so with a smaller budget.
Todayís consumers expect more self-service communication when and how itís convenient for them. Omnichannel helps deliver email, voice, text, and mobile app notifications that are smart, scalable, combining automation with analytics to improve the customer experience.
Chuck Berend is the Chief Risk Officer for First Investors, assumed leadership of Risk operations at First investors in November 2018. Immediately prior to joining First Investors Berend led auto lending for BBVA Compass, and had held various risk management and operations leadership roles at AmeriCredit, Triad Financial and Exeter Finance. In 2010 Berend founded and led Bonfire Capital Group, a sub-prime lender focused on independent dealers in Texas and Oklahoma. Mr. Berend has degrees from Texas A&M University and Texas Christian University.
A.J. has 25 years of retail banking experience across the operations life cycle with companies that include MBNA, HSBC, ING Direct and Barclays.As an Executive he defined a customer-centric approach, which viewed and leveraged all customer interaction as an opportunity know them better.His focus is on combining technology with customer insight to exceed customer expectations propelling business growth.