Financial Services
In SouthWestern our core business is our clients’ noncore business. We provide our clients with a range of Business Process Services that free up their resources so that they can focus on their core strategy and innovations that grow their business.
We save our clients money, increase their revenue, and make them more efficient in servicing their customers’ requirements. Our high-quality operations centres are set up to deliver innovative front and back-office services to regulated industries internationally. In the area of financial services, we focus on Savings and Deposits administration, Loan and Mortgage administration, Insurance Policy and Claims administration, Call Centre management, and other administration services. Our core capabilities in banking and insurance administration are:
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Debt Collection
At SouthWestern, we have built up considerable expertise and operational experience in the area of debt collection, and we are now leaders in the field. Our risk analysis skills and procedures enable us to identify problematic accounts at an early stage and to bring these to the client’s attention quickly. This means that concerns about arrears can be addressed early in the cycle – before they become a problem. It also means that our clients are first in line for payment and, where necessary, we implement payment plans that help ensure satisfactory resolution of the debt.
Our in-house debt collection system identifies your high-risk customers and repeat offenders, tracks and records all communications and call outcomes, and enables our collection teams to schedule follow-up contact with your customers. In this way we provide a comprehensive call and performance analysis which enables us to align our arrears treatment with your customer ethos and care programme.
Risk Management
In all our client engagements, SouthWestern delivers secure solutions that comply fully with financial industry regulations. Our risk management strategies are based on strong internal controls and robust oversight procedures. We also provide clients with detailed, accurate and pertinent information, giving them full visibility of the risk-related actions being taken by our teams. Our mature risk assessment methodologies include the following:
- Risk identification
- Analysis of risk impact and probability
- Risk management and response plans
- Transparent tracking and control of all identified risks.
Financial Services Administration
We partner with our clients to design bespoke Back Office / Contact Centre solutions across the range of financial services. This involves immersing ourselves in the client’s business and building up detailed knowledge about what makes that business work. Our objective is to create a seamless, quality experience for your customers, while at the same time delivering a set of cost-effective and efficient business processes that enable you to focus on your core business activities.
We provide a range of administrative services for the financial services industry, including:
We have a dedicated, flexible and highly skilled workforce who have developed expertise across all of these areas, and who have delivered exceptionally high standards of client satisfaction and completeness of service.
Regulatory Compliance
Regulatory compliance is critical to the delivery of high quality services to the financial services community. As well as working within all the industry standard procedures and protocols, SouthWestern maintains the highest standards of transaction processing and document administration. We will work with all major national and international regulatory and customer service requirements and protocols, for example:
- Standard ‘know your customer’ and ‘customer due diligence’ activities
- All anti-money laundering precautions
- ‘Treating Customers Fairly’ – as set out by the UK Financial Services Authority
- Code of Conduct on M ortgage Arrears (Financial Regulator, 2009)
- Data Protection Act.
