Navy Federal faced productivity challenges related to a fast-growing portfolio of consumer and credit card loans. Additionally, it was experiencing rising delinquencies and charge-offs, resulting from the tightened credit market. The credit union wanted a collections solution that incorporated customer information, risk-based segmentation and automated treatments in order to prioritize work based on risk level and, in turn, maximize the effectiveness of collections treatments and resource utilization.
CGI helped Navy Federal transition from traditional age-based collections to sophisticated risk-based collections by combining CGI’s industry-leading CACS collections solution with its advanced decision management tool, Strata Enterprise. CGI also provided business process consulting and change management services, resulting in the complete reengineering of the collections department, positioning the organization for future transformation and growth.
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