Collections and Hardship

Collections, hardship and customer support specialists

Customers experiencing financial difficulty need more than a standard collections process. They need informed, sensitive support shaped around their circumstances.

Momenta helps banks, lenders, utilities, debt purchasers and other organisations strengthen their collections, hardship, vulnerability and customer support operations with experienced professionals who can quickly add capacity and capability.

How can Momenta strengthen your collections and hardship operations?

Scale collections and recoveries operations

Support customers experiencing financial hardship

Strengthen vulnerability identification and support

Improve complaints handling and resolution

Increase quality assurance and operational oversight

Respond to peaks in customer demand

Access short-term, long-term or permanent capability shaped around your operational requirements.

Tailored Solutions

Subject Matter Experts

Extensive Network

Accredited Quality

Value

Flexibility

Why are hardship and vulnerability now everyday operational issues?

Financial difficulty and vulnerability are not fixed customer categories. People’s circumstances can change because of illness, unemployment, caring responsibilities, relationship breakdown or other unexpected events.

Vulnerability can therefore emerge at any stage of the customer journey. Firms need frontline teams with the judgement, empathy and confidence to recognise when additional support may be required, supported by clear processes, effective escalation and appropriate operational oversight.

Access Momenta’s specialist capability

Collections and recoveries

Early and late-stage collections, arrears management, recoveries, account management and customer servicing

Complaints and resolution

Complaints handling, escalated case management, customer resolution and root-cause analysis

Hardship and vulnerability

Financial hardship support, vulnerability identification, specialist case management, complex customer interactions

Quality and operational oversight

Quality assurance and monitoring, team leadership, operational management, programme and transformation support

Scale customer support without compromising quality

Why partner with Momenta?

Increased demand can place pressure on internal teams, response times and the consistency of customer support. Experienced specialists give organisations the flexibility to address backlogs, respond to demand peaks, support transformation or strengthen existing collections, hardship and complaints functions.

Momenta provides permanent and contingent professionals who can integrate into established operations, add capability where it is needed and help maintain quality as requirements change.

Specialist expertise: Access professionals with experience in collections, hardship, vulnerability, complaints and customer support.

Flexible solutions: Add permanent, contract or contingent support tailored to your requirements.

Extensive networks: Reach experienced specialists across financial services and other customer-focused sectors.

Focus on quality: Find professionals with the technical expertise and human skills needed for sensitive customer interactions.

Operational impact: Strengthen day-to-day operations, respond to demand or build the capability required for longer-term change.

Trusted

Momenta have worked with multiple companies across global industries, successfully building their contingent workforce of financial services professionals.