The future of collectionsDigital collections and the consumer
©Experian 2
“The future has already arrived.
It's just not evenly distributed yet.”
— William Gibson
5/25/2017 Experian Public
©Experian 3
Consumer debt
5/25/2017 Experian Public
85.3
77.8
44.9
31.8
28.126.3 25.5
29.3
2009 2010 2011 2012 2013 2014 2015 2016
To
tal cre
dit c
ard
ch
arg
e-o
ff d
olla
rs, $
Bil
lio
ns
15%↑
Regulatory trends
• Regulatory uncertainty and pressure
• CFPB limits call attempts
• FCC ruling “one and done”
• Vendors are an extension of FI
Client trends
• Banks keep debt in-house
• 3rd Party consolidation
• Subprime credit card lending is up
• Sub prime auto lending is up
©Experian 4
The seismic-shift to digital has changed how consumers interact with their providers
• Consumers are hyper-connected and have numerous
preferred channels
• Multiple touch-points lead to a purchasing decision
• A personalized, consistent experience across channels
is the new standard
“Multi-channel customers
are increasingly the most
sophisticated, demanding
and time-starved
customers; ….”
— Deloitte Consulting
Demand for frictionless and seamless customer experience
5/25/2017 Experian Public
©Experian 5
The takeover of the Millennials
0
10
20
30
40
50
60
70
80
90
2014 x xx 2050
Millennials Gen X Baby Boomer Silent
Mill
ion
s
5/25/2017 Experian Public
©Experian 6
Generational Financial profiles
5/25/2017 Experian Public
Average
VantageScore®
Average
debt
Average debt
excluding mortgage
Estimated
average income
Bank card
balances
Bank card
utilization
Millennials 625 $52,120 $26,485 $34,430 $3,403 43%
Generation X 650 $125,000 $26,670 $50,400 $6,752 41%
Baby Boomers
& Silent709 $87,438 $19,217 $46,340 $5,603 25%
National
average667 $88,313 $23,089 $46,790 $5,340 34%
©Experian 7
Connecting with the digital consumer
5/25/2017 Experian Public
©Experian 8
Elevate collections into the digital age
5/25/2017
eResolve™ gives your clients a digital communication channel
Manual collections practices Consumer in the digital world
#
No Caller ID
eResolve™
Frictionless consumer experience
• Digital (mobile and web)
• Non-threatening
• Resolution-driven
• At the convenience of the consumer’s place and time
• Self serve / cost effective
©Experian 9
eResolve process
Debt resolution options
5/25/2017 Experian Confidential
Invite
consumer
• Email link
• Web site
• Text link
Get started
• View debt
details
Pay in full
• Cure Options (Pre C/O)
• Pay in full in 1 payment
• Pay in full over time
• Defer payment up to 14 days
Negotiate to pay less
• Settle in 1 payment
• Settle over time
• Defer payment up to 14 days
Counter offer
• Multiple options to
resolve
• Several attempts
to negotiate
Offer accepted
Consumer has already accepted the payment plan
Payment set-up
• Client-consumer
agreement
• Regulation E disclosure
• E-signature
• Payment portal
Summary
• Debt details
• Debt resolution details
• Payment schedule
• Client-consumer
agreement
Consumer
logs in
©Experian 10 5/25/2017 Experian Confidential
999
2017$75.00$300.00
4111111111111111
May
2020
Adam K Fellow
©Experian 11
• Consumer preference has changed to digital
• To maintain performance a digital strategy must be employed
• Engage the consumer in the digital medium they prefer:
– Text
– Avatar
Conclusion
5/25/2017 Experian Public
Experian.com/eResolve
