Consumer Credit
How to use collector behavioural profiling to get the best out of your collections team By Jodie Bedoya*
Jodie Bedoya
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More organisations are adopting behavioural profiling, often as part of their recruitment process but not much attention has been paid in the past to the behavioural traits of a good collector. And that is a missed opportunity. Now more than ever, in the COVID-19 recovery period debt needs to be everyone’s business. Attention is increasingly focussed on all frontline staff capabilities, not just specialist collections and hardship teams, to ensure effective early intervention strategies and timely identification of any customer hardship or vulnerability. But are your staff’s behavioural traits helping or hindering these conversations? To start to understand this better, let’s take a look at what behavioural
profiling actually is. According to psychologydictionary.org: “Although statistical and numerical, a behavioural profile can be very descriptive in that it reveals a subjects personality traits and behaviour patterns.” Put simply, behavioural profiling is a survey that is undertaken that identifies subconscious behaviours that make up our preferences.
What is the Collector Behavioural Profile? The Collector Behavioural Profile (CBP) has been adapted from previous modelling techniques and developed by eMatrix in collaboration with a clinical psychologist. On the back of 25 years’ experience within
“Attention is increasingly focussed on all frontline staff capabilities, not just specialist collections and hardship teams, to ensure effective early intervention strategies and timely identification of any customer hardship or vulnerability.”
CREDIT MANAGEMENT IN AUSTRALIA • January 2021
