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MEET THE STRATEGY TEAM.
Richard Smith, UKAR Customer Assistance Strategy Manager.
“ We analyse data and
identify opportunities
to deliver help to
groups of customers in
similar circumstances.”
Richard Smith, UKAR.
Here at UKAR we are committed to helping our customers
improve and maintain their finances – and guiding them
through times of crisis. The Strategy Team plays a vital part
in providing this support, working closely with clients and
the debt advice industry, to aid customers who have fallen
behind with mortgage payments.
We operate in three key areas; Core, Non-Core and Debt
Advice. Core concentrates on secured debt, Non-Core on
unsecured debt, financial hardship, administration and third
party service providers, while Debt Advice looks at strategy
and engagement with the wider advisory community and
internal stakeholders.
What we do
By analysing data we are able to identify opportunities to
deliver help to groups of customers in similar circumstances,
displaying similar behaviour or who have similar profiles.
These opportunities are realised through the design of bespoke
strategies, enabling our frontline colleagues to speak to the
right customers and take the right decisions and actions by
understanding the customers’ needs. This ensures the most
appropriate outcome for the customer and maximises the
company’s return - ultimately resulting in benefit to the
taxpayer. All of this is carried out in line with the businesses
risk appetite, compliance, legal and industry regulation.
Where does debt advice fit in?
Debt advice is integral to our Customer Assistance
strategies and in recognition of this, the team were brought
into the Strategy fold at the back end of last year.
The Strategy Team works closely with stakeholders and
actively promotes debt advice throughout the customer
journey. The team also works in partnership with providers
to find ways of increasing our customers’ awareness and
exposure to debt advice.
We have to be able to work in-line with regulatory, audit,
compliance and business needs whilst ensuring the customer
is at the heart of all that we do. This can sometimes be a
juggling act.
One of the team’s objectives is to demonstrate the value of
debt advice. This will be achieved by tracking customer
outcomes and comparing them to outcomes achieved via
customer engagement with our colleagues in Customer
Assistance, third parties acting on our behalf and court set
arrangements. Initial results from this analysis will be
available at the end of the year.
Why we do it
Achieving the right outcomes for customers and maximising
value for the taxpayer are not mutually exclusive. By helping
customers get back on their feet and return to sustainable
terms, or by helping customers exit unsustainable home
ownership through Assisted Voluntary Sale we reduce or
avoid losses.
Things never seem to stay still
That’s what makes our jobs so interesting. The economy is
constantly changing and evolving as is the industry we work
in. We work with operational areas to understand what’s
happening on the front line, monitoring developments that
might impact the team and our methods.
AUTUMN 2013 UKAR ARENA
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