Areas Capone Banking Collection System covers all collection stages: early collection, late collection, fraud and collection agencies interactions. Collection departments can follow customers even before the first day in default, for prevention or fraud purposes, and after the first due day trough each collection stages until cure or legal processes completion.
Prevention
Because Capone Banking handles the entire portfolio of clients it is possible to identify the customers that are likely to go in default based on collection scoring, by checking the available amounts in the current account or based on particular conditions (first payment after a grace period).
Using configurable criteria Capone Banking can send SMSs or create outbound calls queues to notify selected clients.
Early collection
Early collection starts from day one of default until all possibilities of amiable agreements are exhausted.
Highly configurable collection strategies allow collection departments to self administrate their business by quickly adjusting their strategies to ever-changing market needs. Changing the moment when the calls should be made or the letters should be sent is made very easy with just a few clicks. Another example of configuration would be to send notifications as SMSs for cases with small balances and make calls for cases with bigger amounts due.
Almost any scenario can be configured by business users using the administration interface, leading to maximum automation of collection strategies. Team leaders can use “Queues management” module to prioritize and filter queues, or to move cases between different users. Queue allocation algorithms can be used to equitably distribute cases to collectors (same number of cases and balances equally distributed), by availability percentage, by region, by spoken language, etc.
The way queues are worked is also flexible, ranging from using only one click to having complete control over cases in queues. The cases are easy to process as all case related information is available in one screen. Promises to pay from clients are entered by collectors and followed automatically by the system. If the promise is not kept, the case will automatically go to a special queue to be called again later.
The system also automatically generates letters of notification in Microsoft Word (.rtf) format or customized for 3rd party printing factories formats. Letter templates are easy to edit by users with most used word processing programs available on the market.
Late collection
The late collection module covers the activities after all the amiable procedures have been used. Beside court order flow, Capone Banking can handle insolvency or debt consultant flows, each one configured according to each country specific needs. Other flows can be also defined using multiple zones and statuses.
Fraud
Using the fraud module, Fraud departments can identify fraudulent cases and start the fraud procedure. Each fraud procedure step and statuses can be configured by the fraud department, so that fraud activities are fully traceable.
Collection agencies
Working with collection agencies is easy using Capone Banking no matter if is just phone calls externalization, late collection or debt selling.
Multiple collection agencies can be defined in Capone Banking, each with their particular stages. Case portfolios for each agency can be created automatically by the system or manually by the users.
Feedback regarding collection agencies activities can be imported into Capone Banking using the Excel Loader Module.
Credit insurance
For insured loans Capone Banking will make sure that all the steps agreed with the insurer are followed. The system will also generate the insurance requests. Product Features Powerful, easy to use graphical configuration for collection strategies
The main feature of any collection system is the automation of collection processes. Capone Banking not only enables very powerful automation, but also makes it user friendly by presenting the collection strategies in a graphical interface.
Based on number of due days, buckets or any other configurable events, the collection strategies are defined as a sequence of actions; some are automatically executed by the system (SMS, Letters, Zones/Statuses changes, etc.) and some need collector’s intervention (Outbound queues, Review queues, etc.).
Collection departments can define any number of actions and strategies without IT intervention, and can modify ongoing strategies in order to adapt very quickly to changing business needs.
Flexible hierarchy for 360° view of the case (debtor, co-debtors and all the associated accounts)
Being able to have the full picture of a client is essential for increased collectors day by day efficiency. Capone Banking imports all relevant information from external systems (core-banking, CRM, DataWarehouse etc.) for the whole population of customers (in debt overdue or not). By having all customers, it is possible to see all related information, including co-debtors or other contact person’s accounts.
The collector will see in Capone Banking all needed information to work with: client information (phone numbers, addresses, contact persons, workplace, income, etc), financial information (debt amounts, statements, transactions, etc.) and collection information (collection strategy, last actions, next action, interactions, payment agreements, skip tracing, etc.)
Advanced working queues management
The main activity of a collector is working different types of queues: outbound, review, etc. It is very important to have a powerful tool that enables team leaders to control this activity in order to obtain the best results. Having Capone implementations for collection departments ranging from 10 collectors up to 500 collectors, Queue Management Module is flexible, scalable and adaptable to all kinds of scenarios. Collectors availability schedule is registered in the system in order to avoid sending new cases to collectors that are not available.
Team leaders can prioritize and filter queues, can hide or show accounts inside the queue, and can move accounts between queues or collectors. They also have acess to realtime graphical overview of all queues and work progress in the Queues Statistics screen.
Documents production
Written notifications are another important communication channel in debt collection. Using Capone Banking, collection departments can generate and send any number of documents. Depending on the daily volume the letters generation can be made in-house or outsourced to 3rd party printing companies. Capone Banking can handle both options, the in-house solution allowing generation of up to 5000 letters a day (an enveloping machine is recommended to be used). Both letter templates and generated letters can be viewed, edited and printed with most used word processing programs available on the market (Ex: MS Word, Open Office, etc).
The system manages also return mail, with configurable return mail reasons that can trigger automatically the execution of different configurable actions. Return mail can be handled using barcodes printed on the letters or by loading Excel / csv files.
Payment agreements and payment promises
Depending on the collection phase, collectors can record in Capone Banking payment promises and payment agreements.
For early collection, payment promises can be followed-up automatically by the system. A promise to pay temporary suspends the collection strategy until the promise date. If the promise is not kept, the system will automatically trigger an alert for the collector.
For late collection, along with promises to pay, collectors can create payment agreements, with multiple installments that can go over a long period of time. Written agreements can also be generated to be signed or sent to the customer.
Skip Tracing
Dealing with customers that have no usable contact data (no valid phone numbers or addresses) is difficult. Capone Banking helps collection departments to handle these situations by automatically redirecting cases with no valid contact information to dedicated queues for skip tracing teams. It also helps tracking skip tracing sources so that each search for customer information is fully traceable and no redundant searches are made.
Client interactions
Each time a collector interacts with a customer (phone calls or field visits) it will enter the interaction in Capone Banking, including the phone number/address used, the interaction type from a configurable list and a free text comment. This will assure that for next interactions with the client collectors will see the entire client history.
Collectors activity traceability
All the activity of a collector in Capone Banking is fully traceable. Each operation made in Capone Banking is automatically stored as a comment and each client access is logged.
Alerts and reminders Special cases need special treatment. For example, if a collector receives an inbound call from a fraud suspected customer or from a customer with some problems in the transactions, when the case opens, the system will alert the collector about this special situation. Alerts can be associated with an individual case, with multiple cases or automatically to cases with a special status (Fraud suspected, Deceased, etc). Each time a collector enters the case, a pop-up window will appear containing all related alerts.
Reminders are useful when a collector needs to postpone working a case to a future date.
Collection zones and stages
During their lifetime the cases can be in different business zones (Fraud, Legal, Insolvency, Collection agency, etc.). Zones are configurable and for each zone any number of stages can be defined (ex. Fraud: suspected, confirmed; Collection Agency: eligible, send, returned; Insurance: eligible, accepted, paid). A case can be in multiple zones at the same time.
The evolution of cases trough different zones and stages is fully traceable by comments and is also graphically presented.
3rd party systems integration
Integration with 3rd party systems (SMS gateway, Printing factory, Dialer, etc.) can be done using standard interfaces, supporting many interfacing methods: ASCII files, WebServices, APIs, DB link.
Multilanguage and multicurrency
Capone Banking system is Multilanguage (at this moment there are available english, russian and romanian versions); Any new language is fairly easy to implement and we are very open to adapt the terms in order to match each client’s collection vocabulary and culture.
All amounts are recorded with their original currency. For reporting and configuration purposes the system uses a functional currency (usually the national currency) and all the amounts are also presented in the functional currency.
Built in reporting engine
All reports defined in Capone Banking Collection System are automatically integrated with the build-in security. For each report there is a right automatically generated that can be associated with users or groups of users. For more information please click here. |
Capone Banking is an enterprise debt collection system that enables collection departments to control, manage and automate all debt collection processes of the bank.