Barclays Bank selected our digital banking platform, and our digital banking experience, to build a new, innovative and compliant experience designed specifically for customers who were in arrears.
We worked closely with the customer experience and collections team to devise, prototype and then build a dedicated, easy to use secure online channel for customers to self-serve their way through the debt recovery process. Working alongside the telephony channel, the digital experience allowed customers to:
1 – Safely identify themselves without the need to register to use the portal
2 – See the arrears amount and have the option to settle with a debit card payment
3 – Make an arrangement to settle the amount in the next few weeks
4 – Set up and view a monthly repayment plan for the amount owed
5 – Get in touch with the bank to discuss these options in further detail
6 – Access and return to the channel any time, 24/7.
Barclays Bank now had an additional channel through which customers could engage with them in times of financial difficulty to seek help and resolve their debt