Skip to content

Transforming Collections Management at de Volksbank


De Volksbank serves 3.3 million corporate and retail customers globally, operating as a multibrand bank. Collections Management is a critical daily operation for banks, involving the recovery of debt from customers who have fallen behind on loan payments. De Volksbank faced the challenge of reorganizing and streamlining the fragmented and manual collection processes across its four brands (SNS, ASN, RegioBank, BLG Wonen). The existing collection process primarily relied on single channel communication (telephone)

The Challenge

The existing system was largely fragmented, with different banks, departments and teams using disparate processes and tools for managing collections. This fragmentation resulted in inefficiencies, data discrepancies, and increased operational costs. Moreover, the reliance on manual processes, particularly through telephone communication, posed limitations in terms of scalability, customer reach, and overall effectiveness.
Blue Icon

Single Channel Communication

One of the primary challenges faced in the collections management transformation was enabling the collections process to be undertaken through multiple channels. The traditional approach of relying solely on telephone communication for collections proved to be limiting and inefficient

Blue Icon

Manual Processes

Manual processes were time-consuming and resource-intensive. Collections agents had to manually review and update customer information, record payment details, and track collection progress. This not only consumed valuable time but also limited the capacity to handle a large volume of collections cases effectively. As a result, the bank faced difficulties in scaling their collections operations to meet increasing demands. Needless to say this also raised the risk of input errors and inconsistencies. 


Blue Icon

Fragmented Processes

Fragmented processes impeded effective data management and analysis. With collections data spread across different systems and formats, consolidating and analysing the data on a comprehensive level was a significant challenge. This hindered the bank's ability to gain valuable insights, identify trends, and make informed decisions regarding collections strategies and resource allocation. The lack of standardised data also limited the accuracy and reliability of reporting, making it difficult to assess collections performance and monitor key metrics consistently.



Our Solution


To overcome these challenges, we implemented a solution using the Pega platform, which offered the ability to create and manage customised workflows tailored to the specific business requirements. This unified process could be exposed to all four brands, allowing for efficient, well informed decision making, minimising the risk of human error. 

The following key steps were involved in implementing the collections process:

Create a case:
When a customer falls behind on debt repayment for a secured loan or mortgage, a case is created in the system. The system then sends out omni-channel notifications to the customer, including text messages, emails, and letters, to inform them of the issue. This triggers a series of events, providing the customer with options to resolve their debt, such as making a promise to pay the full amount on a future date or setting up a payment plan. 

Assign a collector:
If the customer does not opt for a payment plan or promise to pay, the case is assigned to a collector responsible for following up with the customer. The assignment of a collector is based on predefined rules, considering factors such as workload, skillset, spoken language, and location. The collector offers the same solutions as the automated process but introduces an income and expenditure form. The system then utilizes basic business logic to determine the best outcome and solution for the customer.

Escalate cases:
If the customer fails to respond to initial follow-up activities, the case is automatically escalated to a higher authority based on predefined criteria, such as the amount owed or the age of the debt.

Manage payments:
When the customer makes a payment, the system is automatically updated, and the case is closed. The system records payment details, updates the bank's accounting systems, and generates receipts or invoices.

In the event of a broken promise, where a payment plan has been agreed but not adhered to, or a promise to pay has not materialized, a senior collector is notified. They initiate a more serious collection process, such as conducting a house valuation for mortgage debt recovery.



Icon 1

Improved efficiency 

By leveraging process automation and adopting an omni-channel communication approach, significant efficiencies were achieved in the collections process. The implementation of automated systems and streamlined workflows resulted in a reduced reliance on advisers throughout the entire process, leading to substantial time savings.



Icon 3

Enhanced Customer Experience

Empowering customers to manage their own debt without the need for constant intervention from an advisor has proven to be instrumental in enhancing the collections process from a customer's perspective. By providing customers with the tools and resources to take ownership of their debt, they are more motivated and proactive in addressing their financial obligations. 

Icon 5

Enhanced Customer Care

The reduced reliance on advisers throughout the process allowed an allocation of more time and attention to cases that demanded their expertise. This enhanced their effectiveness in handling complex situations, negotiations, and providing personalised support to customers when necessary.

Icon 6

Increased Revenue

Overall, the revenue increase resulting from a faster collections management process showcases the ability to optimise cash flow, reduce financial risks, and maintain strong customer relationships. By prioritizing efficiency and effectiveness in debt recovery, the bank has successfully translated its collections efforts into tangible financial gains.


In conclusion, the implementation of our solution has transformed the collections process at de Volksbank, improving efficiency, reducing errors, and most importantly enhancing the customer experience. By streamlining collections through automation, banks can lower operational costs and increase revenue whilst maintaining and improving customer satisfaction.

Ready to discuss your next project?