Building A Financial Customer Engagement Program

Key Results
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The Problem

A large multinational financial services corporation operating in more than 100 countries sought a customer engagement firm to assist in several areas of its operation through multiple communication channels.

Radius currently employs 900+ full-time equivalent (FTE) employees across multiple domestic and offshore locations. So, our team was well-suited to create customized solutions to meet our client’s needs.

We provided a 16-hour, seven-day-a-week service. Processes handled include:

  • Fraud Account Security: assisting with verifying/disputing charges, securing accounts compromised due to ID theft, and replacing cards in confirmed fraud situations
  • Responsible Lending Action: customer engagement related to a reduction in Credit Limit, Account Cancellations, and Suspension of features/ benefits
  • Low Balance Past Due: activity related to Consumer and Small Business credit cards 30 days past due, enabling card usage, providing temporary credit limit increases, and reconciliation of statement balance
  • Corporate – Account Receivable: customer activity related to corporate credit cards up to 90 days past due, enabling card usage, providing temporary credit limit increases, and reconciliation of statement balance
  • Corporate – Credit Receivable: activity related to past due billed 90 days and beyond, enable card usage, provide temporary credit limit increase, and reconcile statement balance

Our Solution

Radius’ efforts delivered a number of benefits for our financial services client, including:

  • Improved the customer experience across all processes
  • Maximized value to the client with improved performance and reduced costs associated with nearshore and offshore labor
  • Enhanced risk mitigation through redundancy
  • Created the flexibility needed to meet increased FTE demands on short notice
  • Offered innovative ideas to increase efficiency, productivity, and customer satisfaction
  • Provided a 24/7 audit-ready environment
  • Remained 100% compliant with regulatory policies and Client guidelines
  • Delivered high CSAT scores compared to the financial industry and internal standards

Our team also strategized continuous improvements. This lead to higher target attainment and increased performance benchmarks.

Interested in building a customer engagement strategy for your financial business? Contact Radius Global Solutions to learn more!

The Results
Project Timeline