Sector · Banking

Technology, AI and data that deliver for banks.

Understanding customers is what lets you support them well.

Consumer Duty asks banks to show that every customer outcome is a good one. We help banks spot vulnerability earlier, and build the data, governance and treatment that let you show it.

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14 into 1

A global retail bank's 14 debt management platforms consolidated into one, covering a £9.5bn portfolio and more than 30 million customers

Source: arum, major Debt Manager upgrade case study

What we see

Where technology, AI and data lift banking collections.

Proving Consumer Duty outcomes

Fair outcomes now have to be shown with data. Your collections technology should produce that evidence as part of everyday work, not as a report pieced together later.

Spotting vulnerability early

Vulnerable customers need to be recognised from the first missed payment, in every channel, with treatment that stands up to scrutiny.

Modernising legacy estates

Collections technology sits on core banking systems that were not designed for it. Change has to happen without breaking what the bank runs on.

Capacity from technology, not headcount

Arrears grow faster than teams do. Technology, automation and data add capacity where they earn it, instead of adding cost.

Regulatory context

Every decision has to be fair, explainable and evidenced.

FCA rules and Consumer Duty shape how collections technology, decisioning, customer journeys and AI are designed.
  • FCAThe conduct regulator for UK retail banking. Collections journeys, forbearance and customer treatment sit under its supervision.
  • Consumer DutyRequires banks to evidence good customer outcomes, decision by decision, across the whole collections lifecycle.

How we help

Modernise collections and keep customers and resilience safe.

Legacy technology sits on core systems that weren't built for it. Data is fragmented. New AI capability promises a lot, and the regulator will ask how it decides. Every one of those is solvable.

We help you make those technology decisions and deliver them, from choosing a technology to getting it live and improving it. Our analytics add the evidence: portfolio performance, treatment effectiveness and likely return. The Financial Vulnerability Score finds and routes vulnerable customers before more money is spent. And where AI can improve an outcome, we help you choose it, govern it and take it live.

How we help, in eight services

Where we help banks.

  1. Advise

    Work out what you need, and whether to optimise, buy or build.

  2. Procure

    Choose the right technology from the whole market, at the right price.

  3. Implement

    Get it live, on a plan the business can trust.

  4. Rescue

    Get a stalled programme moving again, and through to go-live.

  5. Optimise

    Get more from the technology, data and the AI you already own.

Specialist services

AI solutionsPrepare, select, implement and govern practical AI in collections.AnalyticsUse scoring, segmentation and insight to improve outcomes.Managed servicesRun and improve your collections technology with a specialist team.

Case study

Breathing Space at Lloyds Banking Group.

Lloyds Banking Group90%

Of eligible customers placed on the Breathing Space moratorium the same day

Read the case study

FAQs

Questions banks ask us

How do you approach AI in regulated banking collections?
Start with the outcome and the risk. We help you choose appropriate use cases, assess the technology and controls, implement safely and monitor performance after launch.
Can you help us replace a legacy collections system?
Yes. We can assess your current estate, define future requirements, run selection and procurement, support or lead implementation and stay after go-live to optimise.
How does the Financial Vulnerability Score work in a banking portfolio?
It scores every account, so real hardship can be separated from disengagement at scale. Each customer is routed to the right treatment, with an explainable basis for the decision.
How can AI improve banking collections without adding regulatory risk?
Used well, AI sharpens who you contact, when and with what treatment, inside the technology you already run. We evaluate AI providers worldwide (47 so far), check that your data and processes can support the use case, and set the governance so every AI-influenced outcome has an owner the FCA can ask about.

Let's talk.

Let's talk about your requirements. Thirty minutes with one of our senior experts who knows banking collections and Consumer Duty.
General enquiry
  • AtlantaAtlanta Financial Center, 3343 Peachtree Rd NE, Suite 145, Atlanta, GA 30326
  • London1 Lyric Square, London W6 0NB
  • Sydney97-99 Bathurst St, Suite 1087, Ground Floor, Sydney NSW 2000