In Focus Collections
One of our core guiding principles is a focus on delivering a better customer outcome; one that is aligned with our business purpose, which is to build better financial futures. It requires us to reach out to the customer and really understand their situation, and we will always take an approach that we are open to talking and understanding their individual needs
Ensuring that work-life balance for myself and for my team has been hugely important. Although we do use technology to its best advantage, as I say, you sometimes miss that opportunity to talk to your colleagues at your desks, so you have to spend even more time to really listen to them and truly understand their situations. There is also the issue that, if we are
That is where the TCF principles prove
just how important they are – sometimes we will just need to give a customer some breathing space, which could be a repayment holiday or revisit their repayment plan for example, while they get back on their feet.
We can look at it and say that we have a
solid business pipeline, but we will always need to focus on the human element.
What particularly have you learnt over the past few months?
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August 2020
www.CCRMagazine.com 37
going to be working from home for the long-term, how do we ensure that our people can work in a safe environment, both from a physical and mental perspective; and how can we ensure that they have all the right infrastructure to succeed? It is a huge challenge, but I know that we are equal to it. CCR
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