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Arum and Lloyds Banking Group win Collections and Customer Service Award for Breathing Space solution 25 NOVEMBER 2021

Arum and Lloyds Banking Group win Collections and Customer Service Award for Breathing Space solution

Arum in partnership with Lloyds Banking Group are pleased to announce that they have won ‘Best Outsourcing & Partnership Initiative of the Year’ at the final of the Collections & Customer Service (CCS) Awards, held on 24 November at the Midland Hotel in Manchester.

The Collections & Customer Service (CCS) Awards is part of Credit Strategy’s Vulnerability Awareness Gala, which champions collections professionals who have demonstrated unprecedented levels of resilience and adaptability, whilst delivering outstanding customer support. This has been especially pertinent during the pandemic, which has pushed an increasing part of the population into financial vulnerability.

The judging panel, comprising leaders from across the credit industry, said of the winning submission: “Lloyds’ partnership with Arum is an excellent example of outsourcing where a major bank is required to respond at speed to a new legislative procedure that has an immediate impact on potentially vulnerable customers. This was an incredibly complex delivery in extremely challenging circumstances with a significant regulatory risk associated with failure. The focus on the end-to-end customer journey, attention to detail throughout, use of detective controls as well as corrective controls, and the ongoing commitment to continuous improvement are all very commendable!”

Arum’s Managing Director, Carlos Osorio, commented: “It was fantastic to celebrate this win with Arum and Lloyds colleagues in Manchester. The joint team has delivered an industry-leading solution which is already helping thousands of customers facing problem debt. I want to congratulate all the winners and finalists and look forward to continuing our longstanding relationship with Lloyds.”

Steve Luckin, Product Owner, HMT Breathing Space Programme at Lloyds Banking Group, added: "I’m extremely proud of the collaboration between LBG and Arum to ensure the regulatory Debt Respite Scheme was ready in time. To be recognised for this work by an industry award is absolutely tremendous, and it is testament to the hard work that went in, and the sheer quality of the automated solution delivered into the bank, achieved in less than a year. Absolutely delighted and thoroughly deserved.”

View Arum’s other award successes.

About Arum
Arum is the only truly independent company offering advisory and programme delivery services across credit, collections and recoveries.

We have over 20 years’ experience helping our clients achieve their strategic objectives by improving their regulatory, credit risk and portfolio performance, whilst maximising returns on their technology investments. Within public sector, we aim to build better outcomes for citizens by improving the collection of local and central government revenues that fund public services.

We provide a blend of practitioner-led consulting and end-to-end change and programme delivery services. Our knowledge of the creditor and software landscape is unrivalled and includes 30+ system vendors such as CGI, Equifax, Experian, Exus, FICO, Pega, Qualco, and Tieto.

Arum’s team of experts, the majority of whom started their careers within the financial services and government sectors, is trusted by leading brands in over 20 countries across financial services (banking, lending, debt purchase), utilities, telcos, public sector (central & local government), and the software vendor market.

Media contact
Hannah Woodward, Head of Marketing, Brand and Communications

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