Case Study: Leading Thrift Bank achieves 14% higher agent productivity and reduced charge-offs with FICO Debt Manager

Leading thrift bank streamlines debt collection with FICO Debt Manager, laying foundation for growth and profitability

A consumer-focused thrift bank with $17 billion in assets wanted to grow profitably by better serving its existing customers, but its 20-year-old, outsourced-era collections system lacked risk scoring, call automation and integration. That forced manual spreadsheets for charge-offs, hindered scale and constrained the bank’s ability to prioritize delinquencies while keeping customer service personalized.

The bank implemented FICO Debt Manager (rolled out in eight months) to gain scalable integration with its accounting system, custom scorecards and automated dialing. The result: a 14% increase in accounts worked per agent (from 288 to 329/month), delinquencies and charge-offs below industry peers, improved reporting and efficiencies that preserved headcount during the downturn and enabled further expansion.