How are Fintech startups changing debt collection?

By on June 19th, 2020 in Industry Insights

Due to regulatory concerns and a general wariness of adopting new technologies, the debt collection industry has historically been slow to change. As companies across other financial industries continue to make it easier for consumers to access their own finances, that resistance may finally be waning.

Point of Sale finance companies like Affirm and Afterpay are making it simple for consumers to pay for more expensive goods in installments. Digital payment platforms make sending and receiving money quick and easy. Banks with decades (or even centuries) of history have quickly accessible apps that give consumers immediate access to their accounts. Debt collection can’t miss out on this digital revolution. 

Fintech startups have started jumping into the collections and recoveries fray. These disruptors are providing improved consumer and client experiences, greater flexibility, and increased recovery rates. Here are four major ways that technology-driven companies are redefining the collections industry. 

Embracing modern communication preferences

Traditional debt collection agencies primarily contact consumers over the phone. According to Hiya’s State of the Phone Call 2019 report, only 48% of incoming calls are answered, and that number plummets to 26% if the caller is unidentified. Communication methods have dramatically diversified in the years since the FDCPA was passed in 1977.

Digital channels provide less obtrusive ways to engage with consumers. A technology-driven, omnichannel approach provides more options for a consumer that’s already plugged in. Even something as simple as having an active social media presence supports existing teams and improves brand awareness.

Analyzing and improving consumer engagement 

By transitioning to digital communication channels, innovative debt collection companies have a clear picture of each interaction a consumer has with their service. By applying artificial intelligence and machine learning to consumer engagement data, like email open rates or website browsing behavior, communications can then be optimized over time. 

Multi-armed bandit algorithms help expand this optimization process beyond simple A/B testing and offer consumers the message that best suits their needs. If, for example, a consumer opened an email and clicked on a link inside, but did not respond to the following three emails they received, the algorithm can determine a new, unique message to send that fits this pattern of engagement. 

These messages can also be optimized at a more granular level. By testing batches of messages with small changes in diction or different sized buttons, machine learning engines like TrueAccord’s Heartbeat can create the perfect message for each individual consumer. 

Building scalable systems

Digital debt collection solutions have a significantly smaller physical footprint than their traditional counterparts. Newer tech solutions can be integrated into existing debt collection strategies, and full digital debt collection agencies can scale without requiring the same staffing or training of traditional collections teams. 

By building code-driven compliance solutions into the software, fintech debt collection solutions can easily scale to securely service thousands of accounts. Automated communication tools mean that the majority of consumers can resolve their debt without having to speak directly to an agent. 

At TrueAccord 95% of accounts are resolved through self-service. Join our Director of Operations as she discusses how we uniquely manage the other 5%!

Another key, scalable advantage that technology-driven financial services offer is the ability to send emails to a large number of users. Properly scaling an email outreach strategy requires careful planning and testing. Traditional debt collection agencies can struggle to compete with the same email volume as dedicated technology companies that have laid the groundwork for email services in advance. 

Personalizing payment plans

Customized communications go a long way when growing consumer engagement, but helping them build payment plans that work for them is the ultimate end goal. Fintech companies in collections enable flexible payment plans that improve retention and decrease breakage rates. Consumers can adjust payment dates to coincide with their paydays, extend payment plan durations, or even request unique hardship relief options — all without ever talking to a human agent.

If a consumer sets up a payment plan and unexpectedly loses their job, it is not uncommon for them to call a debt collector and simply cancel a payment plan. If given more flexibility, they may be able to afford a smaller monthly payment as they get back on their feet. Since the process is self-directed, consumers are empowered to take control of their own finances. Technology-focused companies can focus on encouraging that through their products and services. 

Fintech debt collection startups continue to evolve and support consumers and creditors alike with new technology. Providing consumers with a personalized and customizable experience brings the debt collection industry in line with other financial services and makes paying off debt easy. 

Are you ready to start up with a new technology-driven solution? If you want to learn more, schedule some time to talk to our team today!

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