EXUS Collections & Recovery Blog

Raul Gaitas

Recent Posts

5 ways to empower the customer through the debt collection process

Posted by Raul Gaitas on Thu, Feb 15, 2018 @ 09:09 AM

The last decade has seen a tremendous emphasis on customer service and convenience in banking.

Today, customers are able to bank online – and this doesn’t mean just checking their balance. They can make payments, save, apply for loans; all at the touch of an app icon.

It’s strange to see how far loan collections and debt recovery have lagged behind this shift to customer-first operations. But things are beginning to change. Many banks – as research by Gartner group shows – are now turning to technology to bring collections into the digital customer engagement area.

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8 Ways to Measure the Collections Results that Matter

Posted by Raul Gaitas on Mon, Apr 17, 2017 @ 10:00 AM

Businesses involved with debt collections need to measure and report specific collections goals. That seems obvious, but many companies still don’t follow collections best practices when it comes to forming goals and measuring success. 

When you set clear goals and measure the right metrics, it’s easier to identify and solve challenges, improve processes over time and maximize efficiencies.

There are eight steps you can take to better measure your collections performance. Implementing them will help you improve your collections department’s success rates, and as a result, your company’s bottom-line.

1. Determine Your Goals Before You Measure 

Every organization should have an in-depth understanding of their goals and what they’re measuring.

To do that, you must define what success means to your organization. Be aware: it can mean something different for every company. Some might set revenue goals. Others might want to improve operational outcomes by a certain percentage. And some may want to simply hit project completion goals like implementing risk scoring technology or installing a document management system.

Consider some of the following examples of collections goals:

    • Improve kept promise ratios by 10%.
    • Improve self-cure rates by 5%.
    • Grow collections revenue by $10,000 per quarter.
    • Collect 4% more per account or portfolio.
    • Collect 4% more per collector employed.
    • Improve collector productivity by 5%.
    • Reduce time it takes from initial delinquency to settlement.
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The Best Metrics Collectors Use to Boost Performance

Posted by Raul Gaitas on Thu, Feb 09, 2017 @ 09:00 AM

Traditional collections operations used tactics like cold calling that made measurement difficult. Now, in modern debt collections, metrics have expanded and evolved into collector productivity, collections and recovery performance, and capacity planning. Your department should gather data on all segments and report on specific metrics to improve collections performance. 

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3 Powerful Lessons Islamic Finance Has For Retail Banks

Posted by Raul Gaitas on Fri, Feb 03, 2017 @ 11:00 AM

Doha_skyline_in_the_morning_12544910974.jpgIslamic banking used to be vogue only in Asia and the Middle East. In 2012, 43% of industry activity was in Iran, according to The Economist. Saudi Arabia and Malaysia accounted for 22%. But the asset class’ appeal is growing fast. The Economist pegs the industry to grow 19.7% per year until 2018. And as Islamic banking booms, its geographic footprint is growing, too.

Banks in the west have raised money with a type of bond (sukuk) used in Islamic finance. And countries outside Muslim-dominant nations are considering issues.

Retail bankers have learned to appreciate Islamic banking's high sustainable growth. They're also fans of its responsible capital allocation.

Yet that's not all they can learn from this industry. Islamic banking offers retail banks in mature markets three big lessons on how to grow in 2016. 

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A Recipe for Reduced Delinquency and Improved Outcomes

Posted by Raul Gaitas on Tue, Jun 21, 2016 @ 11:00 AM


When a customer moves into the delinquency phase, it’s harder to get them to pay off debt. That means prevention is a top collections strategy. After all, stopping customers from entering delinquency improves outcomes faster than recovery strategies. 

Could your organization do more to prevent delinquencies, rather than deal with them after they happen? If so, there’s a tried-and-true recipe that modern collections departments use to reduce delinquencies. Keep reading to learn all its ingredients.

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Ownership or Pool: Which Collections Approach is the Right One?

Posted by Raul Gaitas on Tue, Apr 26, 2016 @ 12:30 PM

Before the implementation of automated outbound calling technology, most collections operations assigned accounts from cradle to grave. This has changed recently in favor of dynamically distributing accounts to a pool of resources, which provides for increased productivity.

The result is that there are two ways to structure collections accounts: an ownership approach or a pool approach. An ownership approach assigns one collector to an account throughout its life. A pool approach assigns different collectors to an account depending on its lifecycle stage.

Each approach has advantages and disadvantages depending on the collection scenario, whether or not you use debt collection software. Continue reading to discover when each is best. 

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Here’s A Quick Way to Solve C&R Legal Headaches

Posted by Raul Gaitas on Tue, Jun 30, 2015 @ 10:00 AM

Between strict regulations, rising NPLs and crunches on credit, financial institutions around the world are facing a hard fact: having delinquent accounts on your books has become increasingly probable. 

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