A large financial services organisation required a significant increase in collections capacity to support customers experiencing financial difficulty and falling into arrears.
Approximately 200 experienced customer service and collections specialists were needed within a short timeframe to manage increased demand while ensuring customers received appropriate support, guidance and fair outcomes. Given the sensitive nature of the work, the client needed professionals who could combine operational expertise with a strong understanding of vulnerability and customer care.
Momenta designed and delivered a tailored recruitment and deployment solution, providing experienced collections professionals with the skills and empathy required to support customers facing financial stress.
Our assessment and selection process focused on identifying resources capable of achieving operational performance targets while maintaining positive customer outcomes and delivering high-quality service.
To support rapid mobilisation, we established a large-scale secure remote operating model and managed the associated logistics, including technology deployment, remote access arrangements and ongoing technical support for all resources.
Momenta rapidly established a large-scale specialist collections team, providing the client with the additional capacity needed to respond to increased customer demand while maintaining high service standards.
The program successfully supported affordability assessments, payment arrangement discussions and customer account management activities, helping customers access appropriate support during periods of financial hardship. The quality of delivery, customer outcomes and operational performance resulted in the engagement being extended to support a broader population of customers experiencing financial difficulty.
The partnership strengthened the client's ability to support vulnerable customers, improved operational resilience and demonstrated the value of specialist resources in responding quickly to changing customer needs.
Collections, Hardship & Customer Vulnerability Support
Customer Support, Collections & Arrears Management
Specialist resourcing: Strategic partnership Big 4 - Professional services firm