Case Study: National Australia Bank achieves 3x collections capacity and industry-leading recovery with FICO

National Bank of Australia transforms collections to prepare for a changing economy

National Australia Bank (NAB), one of Australia’s largest financial services providers, needed to strengthen its collections operation ahead of a global downturn. Facing rising delinquency risk, NAB wanted to shift from a narrow focus on efficiency to a more effective, risk‑targeted collections approach but lacked the operating model and tools to do so.

FICO’s consulting team performed an end‑to‑end assessment and recommended changes to the operating model, people management, collections strategies and consolidation onto a common collections platform. Within six months productivity rose 15–20%; in under two years the collections unit nearly doubled, handling about three times the activity for only ~60% more cost, achieving industry‑leading recovery rates and improved loss performance despite tough economic conditions.

National Australia Bank

Matthew Ricker

Head of collections