Collections & Recoveries

Major Irish Bank – Case Study

Business issue

The Client was a major Government rescued bank, servicing circa €26bn assets in a market highly sensitive to media and political pressure.  The business was required by Regulator to implement stringent new legislative measures, whilst continuing to service customers and maximise value of portfolio.


Arum Solutions

  • Leveraged Arum’s extensive experience of collections and compliance to assist Client to implement new Mortgage regulations (MARS) to operational processes
  • Trained Client’s Collections & Recoveries teams in basic and advanced collections skills, including Arum’s Emotional Quotient (EQ) training.  Arum is now exclusive agent training provider for Client
  • Conducted coaching and call monitoring to ensure compliance quality and Collections effectiveness.

Client benefits (initial)

  • Organisation able to demonstrate good conduct to Regulator and meet regulatory compliance standards.
  • Staff trained on key Mortgage products and tactical Collections effectiveness training resulting in portfolio value maximisation.
  • Staff empowerment and development creating  a professional Collections team who are able to drive value out of business.
  • New collection techniques embedded thereby enhancing successful customer engagement.
  • Process flow documentation designed, delivered and passed on to client as part of knowledge transfer.