arum and Lloyds win Collections and Customer Service Award

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 .