A large financial services organisation needed experienced customer support and collections specialists to help manage a growing backlog of customer enquiries, complaints and arrears cases.
Rising customer demand and increased call volumes were placing pressure on service levels, creating longer response times and impacting operational performance. The organisation required additional capacity quickly, alongside experienced leadership to help optimise processes and improve customer outcomes.
Momenta rapidly mobilised a team of 10 experienced customer support and collections professionals, progressing them through training and accreditation within three weeks.
Alongside the operational team, we deployed an experienced Team Manager who worked closely with the client to enhance workflows, refine operating processes and improve team effectiveness.
We also collaborated with the client to develop management information dashboards that delivered more accurate reporting, improved workforce planning and gave leaders greater visibility of performance and customer outcomes. The solution proved so successful that it was later adopted across other areas of the business.
Within three weeks, customer response times reduced from 14 days to 24 hours, significantly improving the customer experience and helping the organisation respond more effectively during a period of heightened demand.
The team achieved 95% Quality Assurance scores while clearing a backlog of more than 500 outstanding customer cases in the first month. The engagement not only restored service levels but also strengthened operational resilience, improved reporting capability and delivered better outcomes for customers experiencing financial stress and vulnerability.
Collections & Hardship Resourcing for a Major Australian Bank
Collections, Hardship & Customer Vulnerability Support
Customer Support, Collections & Arrears Management