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Technology

FULFILLING CUSTOMER PROMISES

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Vanquis Bank

To keep offering attractive terms to credit card customers and run a profitable business, Vanquis Bank needs to stay in close contact with account-holders as payments become due. Thanks to real-time automated voice and text conversations enabled by VoiceSage, it is converting more late-stage ‘promises to pay’ to completed transactions – and with 60% less agent resource.

Vanquis Bank

Vanquis Bank

Vanquis Bank is a leading UK-based credit card company offering credit services to customers who are not typically served by the prime market. Operating a hugely successful credit –risk operation, it has over 800,000 active accounts in the UK which it manages from dedicated UK call centres.
The Bank prides itself on its innovative customer contact approach to the recovery of delinquent or past due balances. To drive sustainable business growth, risk exposure must be minimised whilst providing customers with maximum flexibility.

Without a proven and consistent real-time contact strategy, eliciting payments at each stage of the collections cycle becomes increasingly difficult. Excessive or poorly-timed outbound contact impacts the relationship with customers, is expensive and also undermines profitability.
To strike the right balance, Vanquis Bank uses integrated contact technology and advanced analytics to drive its collections performance and to maintain a competitive edge.

Boosting collections using automated prompts
Vanquis Bank’s goal was to issue a combination of automated voice and SMS text reminders to customers, integrated and managed through a single system. This approach would enable the bank to make timely, efficient contact with all customers through their preferred channels of communication, engage them in a conversation and guide them to making a payment.

This offered Vanquis the opportunity to maximise collections call outcomes and drive revenue performance with minimal impact on team workloads. The core benefit would be the positive impact on customer experience.

By embracing the VoiceSage solution, Vanquis Bank has been able to move towards a more optimised contact approach – the right message, the right person, the right way at the right time. This approach reflects an understanding by the organisation that customers more often than not prefer to avoid collection calls, can’t afford to have lengthy conversations and don’t want to be interrupted at inconvenient times. An additional enhancement that VoiceSage delivers is a free customer call-back option at a time that is determined by the customer.

In choosing a solution provider, the Bank was looking for a specialist in integrated real-time customer communications– a company that was a good fit, one they could work with collaboratively to drive continuous performance improvements.

VoiceSage appealed because its solutions generate detailed performance metrics which can be used to maximise the impact of customer contact campaigns.

Experimentation pays dividends
Over the last two years Vanquis has made more than 40 strategic changes to its customer messaging strategy as part of a continuous refinement process.

Conducted hand in hand with VoiceSage, the flexibility of the VoiceSage system facilitated this creative process by allowing the ‘test and learn’ turnaround time to be kept to a minimum. Try it, tweak it, use it – all of which was at no additional cost.

This ‘rapid prototyping’ activity has had a significant impact particularly on late stage debt collections. Compared with the dialler used traditionally for outbound collection calls, VoiceSage’s voice and SMS text based customer prompts have delivered a higher rate of conversions of ‘promises to pay’. This has been achieved with 60% less agent resource, because the messages are generated automatically.

As a result Vanquis has been able to redeploy call centre operatives to support customers in other areas.

Blended channels, consolidated metrics
Jim Appleby, head of credit operations at Vanquis Bank notes that the ability to use real and current metrics to determine the best time to call in any given situation has proved especially useful. Vanquis can also conduct real-time text conversations with customers using the VoiceSage technology. “Customers can engage with us by text, or can text back ‘talk’ and we will ring them back for free,” he notes. In this case VoiceSage schedules an automated call-back, at no charge to the customer.

“We’ve just started using this capability and it has been exceptionally well received by our customers over the last few months,” Mr Appleby says. “Most importantly, we are able to manage all of our customer communications in a highly integrated way from a single screen,” he adds. This means that, no matter which channel is being harnessed, the results can be seen in one place and next steps planned accordingly.

The use of live chat on Vanquis’s web site is another manifestation of this joined-up approach. When applying for a new account online, customers are automatically called back within 15 minutes if additional information is required. This contrasts with the more common situation for other application processes in other companies where a customer might be left waiting for weeks for their enquiry to be completed.

Conversions are at a record high as a result. “Customer engagement is near ‘jaw-dropping’ as they are impressed and surprised at our speed of response,” Mr Appleby says. “Sometimes technology can hinder what you’re trying to do, but VoiceSage is a real enabler.”

Applications
• Interactive Voice Messaging
• SMS Messaging / Text Conversations

Challenges
• Using diallers and live agents to chase customer payments was labour-intensive
• Keeping in close contact with customers is vital to maximising early payments & profitability
• Fast turnaround of application requests
• Clear analytics to allow honing of campaigns around optimum time of day/contact medium

Benefits Delivered Through Different Channels
• 200% increase in customer contact with a reduction in RPC costs
• 2% increase in 90day plus ‘promises to pay’s delivered with 65% less agents
• 100%+ contact rate on same day credit card applications
• 10% increase on new accounts booked per agent per hour
• Transformation of online applications process with 15minute call back initiative
• Increased conversion of promised payments to actual payments for late-stage debts
• Agent reallocated to earlier-stage collections

United Kingdom
Dalton House,
60 Windsor Avenue,
London SW19 2RR
+44(0)845 296 2595

Ireland
24 Adelaide Street,
Dun Laoghaire,
Co. Dublin
+353 1 230 1060
[email protected]

www.voicesage.com

Technology

Creating a culture of cybersecurity in Financial Services

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Creating a culture of cybersecurity in Financial Services 1

By Martin Landless, Vice President for Europe at LogRhythm

As the financial services sector increasingly moves online and reaps the benefits of the modern digital economy, the sector has become an even more tantalising target for cybercriminals.  Financial data is among the most lucrative data types for cybercriminals, going for high prices on the Dark Web or used to access accounts, copy payment cards and make fraudulent purchases.

For any business which suffers a successful cyberattack, the consequences can be severe. A halting of business processes whilst the business gets up and running again can impact the bottom line, negative media attention can dent customer confidence, and the potential for a large General Data Protection Regulation (GDPR) fine can derail existing plans for business growth.

These consequences will be front of mind for financial services leaders now, as the sector has found itself in the crosshairs even more so during the current pandemic. Recent data from VMWare indicates that cyberattacks against the financial sector increased by 238 per cent from February to April 2020, with cybercriminals looking to take advantage of the tumult to steal valuable data.

Although financial services institutions find themselves under attack more frequently than ever, it is still possible to remain at the forefront of the digitalisation of the industry and remain secure. Doing so relies on a three-pronged approach, with people, processes and technology all working in concert towards ensuring cybersecurity. Through a holistic approach, a culture of cybersecurity can be created that protects institutions.

Security maturity

Given the sensitivity of the data they manage, financial services organisations must have a mature security operation model in place to deal with threat actors. Security operations maturity is measured based on two variables: mean time to detect (MTTD) threats and mean time to respond (MTTR) to them.

A reduction of both MTTD and MTTR is crucial to ensuring cyberattacks are halted earlier in the threat lifecycle, and is reliant on technological solutions which allow for the automation of workflows. This frees up vital time for security teams to focus their attention where it is most needed. Indeed, a recent survey of security professionals and executives found that 47 per cent[1] of those surveyed felt that they needed increased security teams, so anything that can maximise the effective time of existing cybersecurity personnel is a huge benefit. Visibility across networks and systems is also key, as cybersecurity teams must be able to immediately see shifts in behaviour in the network to recognise imminent threats as they arise.

Although technological innovation in security response is a strong foundation for an effective culture of cybersecurity, this must be complemented with processes and security training for employees.

Ensuring cybersecurity is a board-level issue

It is the responsibility of the CISO and the security team which works under them to ensure that security is front of mind for all employees. A chain is only as strong as its weakest link, and it only takes one employee falling victim to a phishing email to compromise a business. CISOs may be senior figures in a business, but they need the support of the rest of the C-suite to fulfil their goals. At the board level, CISOs must ensure that executives are aware and fully understand the challenges security teams encounter day to day and the longer term[2].

Martin Landless

Martin Landless

This then becomes a matter of communication rather than technology. One potential means of communicating security posture to the board is by focusing on the benefits and return on investment an effective security posture can entail. Additionally, a CISO can furnish a high trust environment through partnering a member of the board with the security team.

This partner can articulate perspective to the team from a purely business standpoint, allowing the team to produce intelligence to the board that exhibits the business value of the security operation centre’s (SOC’s) methods and goals. This collaborative approach will encourage the understanding security teams have for business goals and the board’s understanding of security necessity.

Growing security alongside the business

One area of understanding between security team and leaders that should be nurtured is the impact of business growth on security. Although business growth indicates that a business is in robust health, it also facilitates multiple avenues through which a company can come under cyberattack.

Firstly, don’t assume cybercriminals aren’t keeping an eye on the markets and on the business pages. They’ll be aware of a company’s raised profile and whether they’re now a more lucrative target – or not. Positive business events like mergers and acquisitions can also present opportunities for cybercriminals. On a tech level network and security systems of different companies may be in the process of being migrated and integrated, and on a more human level, new staff, as yet unaware of the security protocols of the company they’re joining, can be targets.

It’s important then that security teams ensure each new employee is vetted, safely added to the system and trained on appropriate security protocol. In the case of acquisitions, security teams must effectively monitor new structures that are added to the network, and third-party connections with whom they are not yet familiar. A Gartner study earlier this year identified third-party cybersecurity risk as a key concern for half of legal and compliance leaders.

This is all easier said than done however, and key to this issue is security budget, and it is here board-level support is important. Security budgets are often determined in advance and follow two common pricing models used by security vendors: the user-based model and capacity-based model. In the face of growth, both are fixed, and may leave security teams making difficult decisions as to where they safeguard their organisations.

Executives should instead look for security vendors which offer a subscription-based model. This offers the guarantee of scalable security at a determined rate, which will greatly alleviate the stress felt by security teams in what often should be an exciting time for an entire organisation.

Changing security budgets to better facilitate the work of SOCs represents a culture of cybersecurity being put into practice. Technological solutions are provided based on an understanding between security teams and the board on what is needed, allowing for better performance in MTTR and MTTD.

Security posture needs to be fixed now

Covid-19 has heightened the risks faced by cybersecurity teams and financial services organisations, and now, more so than ever, is it vital to foster a culture of cybersecurity. The benefits of digitalisation for financial services are too great to ignore, and failure to embrace digitalisation in the name of security will hamper financial services’ growth. Instead, a holistic approach encompassing people, process and technology will be vital to forging a secure path forward in the financial services industry.

[1]https://gallery.logrhythm.com/white-papers-and-e-books/uk-the-state-of-the-security-team-research-report.pdf

[2]https://gallery.logrhythm.com/white-papers-and-e-books/uk-gain-board-level-support-for-your-security-program-e-book.pdf

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Technology

VP Bank Selects AxiomSL to Meet Multi-Jurisdictional Risk and Regulatory Reporting Requirements

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VP Bank Selects AxiomSL to Meet Multi-Jurisdictional Risk and Regulatory Reporting Requirements 2

Consolidates bank’s reporting on a single platform for financial/statistical, AnaCredit, and CRR2/Basel-driven mandates including ICAAP and ILAAP, and provides foundation for strategic expansion

AxiomSL,  the industry’s leading provider of risk and regulatory reporting solutions, today announces that VP Bank, one of the largest banks in Liechtenstein,  has selected AxiomSL’s ControllerView® data integrity and control platform, as a foundation for its risk and regulatory compliance across Liechtenstein, Luxembourg, Singapore and Switzerland, – encompassing financial and statistical reporting such as CSSF,  FINMA, AnaCredit for EBA, MAS 610 for Singapore, and CRR2- and BCBS-driven requirements including ICAAP and ILAAP for FMA.

The high-performance, fully integrated, data-driven platform will enable VP Bank to manage an array of risk and regulatory mandates on a single platform, with full transparency across all processes from ingestion, calculation, reconciliation, and validation to submission. VP Bank will use the platform strategically to further data harmonization, streamline processes, enhance automation, bolster internal controls, and strengthen risk and regulatory reporting across the enterprise.

“Selecting AxiomSL will enhance the value of our investment in regulatory technology, optimize efficiency, and deliver business insights,” stated Robert Kilga, Head of Group Financial Management & Reporting, VP Bank. “With AxiomSL’s single platform, we can ingest data in its native format from multiple sources thus creating synergies between capital, liquidity, and other business functions enterprise-wide,” he continued. “AxiomSL’s system provides intuitive, hands-on transparency into all processes from inception to filing, enhancing our confidence in the data integrity and auditability of our reporting, and enabling us to meet ever-changing regulatory requirements”.

“We are thrilled that VP Bank, such a well-respected institution, has joined our esteemed user community in the DACH region and globally,” said Claudia Thurner, EMEA General Manager, AxiomSL. “In these times of global uncertainty, complying with a wide range of regulatory and risk requirements across jurisdictions is more complex, data intensive, and time sensitive than ever. Financial institutions require a reliable technology partner who can provide global coverage while understanding the intricacies of local and regional regulatory demands,” Thurner continued. “Our industry and technical expertise will enable VP Bank to streamline their processes, scale faster, and adapt swiftly and confidently to change. We look forward to a strong and strategic collaboration with VP Bank in support of their vision and growth journey”.

With the upcoming Basel IV-driven expansion, financial institutions like VP Bank are faced with the next generation of capital requirements that can easily overwhelm systems if they lack the data transparency, proper methodologies and controls to perform calculations accurately across all risk types. These calculations may have a profound effect on the banks’ portfolio management and even the entire business model.

To address these challenges, AxiomSL’s Basel Capital Solution incorporates a flexible data dictionary architecture, seamless calculation updates, full drilldown to data and processes, transparency into model calculations, and dynamic data lineage. In addition, AxiomSL’s regulatory experts provide VP Bank with a highly efficient change-management mechanism that enables them to be current with all Basel-driven changes.

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Technology

Uncertain Times for the Financial Sector… Is Open Source the Solution?

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Uncertain Times for the Financial Sector… Is Open Source the Solution? 3

By Kris Sharma, Finance Sector Lead, Canonical

Financial services are an important part of the economy and play a wider role in providing liquidity and capital across the globe. But ongoing political uncertainty and the consequences of the COVID-19 crisis have deep implications for the UK’s financial services sector.

In a post-Brexit world, the industry is facing regulatory uncertainty at a whole different scale, with banking executives having to understand the implications of different scenarios, including no-deal. To reduce the risk of significant disruption, financial services firms require the right technology infrastructure to be agile and responsive to potential changes.

The role of open source

Historically, banks have been hesitant to adopt open source software. But over the course of the last few years, that thinking has begun to change. Organisations like the Open Bank Project and Fintech Open Source Foundation (FINOS) have come about with the aim of pioneering open source adoption by highlighting the benefits of collaboration within the sector. Recent acquisitions of open source companies by large and established corporate technology vendors signal that the technology is maturing into mainstream enterprise play. Banking leaders are adopting open innovation strategies to lower costs and reduce time-to-market for products and services.

Banks must prepare to rapidly implement changes to IT systems in order to comply with new regulations, which may be a costly task if firms are solely relying on traditional commercial applications. Changes to proprietary software and application platforms at short notice often have hidden costs for existing contractual arrangements due to complex licensing. Open source technology and platforms could play a crucial role in helping financial institutions manage the consequences of Brexit and the COVID-19 crisis for their IT and digital functions.

Open source software gives customers the ability to spin up instances far more quickly and respond to rapidly changing scenarios effectively. Container technology has brought about a step-change in virtualisation technology, providing almost equivalent levels of resource isolation as a traditional hypervisor. This in turn offers considerable opportunities to improve agility, efficiency, speed, and manageability within IT environments. In a survey conducted by 451 Research, almost a third of financial services firms see containers and container management as a priority they plan to begin using within the next year.

Containerisation also enables rapid deployment and updating of applications. Kubernetes, or K8s for short, is an open-source container-orchestration system for deploying, monitoring and managing apps and services across clouds. It was originally designed by Google and is now maintained by the Cloud Native Computing Foundation (CNCF). Kubernetes is a shining example of open source, developed by a major tech company, but now maintained by the community for all, including financial institutions, to adopt.

The data dilemma

Kris Sharma

Kris Sharma

The use cases for data and analytics in financial services are endless and offer tangible solutions to the consequences of uncertainty. Massive data assets mean that financial institutions can more accurately gauge the risk of offering a loan to a customer. Banks are already using data analytics to improve efficiency and increase productivity, and going forward, will be able to use their data to train machine learning algorithms that can automate many of their processes.

For data analytics initiatives, banks now have the option of leveraging the best of open source technologies. Databases today can deliver insights and handle any new sources of data. With models flexible enough for rich modern data, a distributed architecture built for cloud scale, and a robust ecosystem of tools, open source platforms can help banks break free from data silos and enable them to scale their innovation.

Open source databases can be deployed and integrated in the environment of choice, whether public or private cloud, on-premise or containers, based on business requirements. These database platforms can be cost effective; projects can begin as prototypes and develop quickly into production deployments. As a result of political uncertainty, financial firms will need to be much more agile. And with no vendor lock-in, they will be able to choose the provider that is best for them at any point in time, enabling this agility while avoiding expensive licensing.

As with any application running at scale, production databases and analytics applications require constant monitoring and maintenance. Engaging enterprise support for open source production databases minimises risk for business and can optimise internal efficiency.

Additionally, AI solutions have the potential to transform how banks deal with regulatory compliance issues, financial fraud and cybercrime. However, banks need to get better at using customer data for greater personalisation, enabling them to offer products and services tailored to individual consumers in real time. As yet, most financial institutions are unsure whether a post-Brexit world will focus on gaining more overseas or UK-based customers. With a data-driven approach, banks can see where the opportunities lie and how best to harness them. The opportunities are vast and, on the journey to deliver cognitive banking, financial institutions have only just scratched the surface of data analytics. But as the consequences of COVID-19 continue and Brexit uncertainty once again moves up the agenda, moving to data-first will become less of a choice and more of a necessity.

The number of data sets and the diversity of data is increasing across financial services, making data integration tasks ever more complex. The cloud offers a huge opportunity to synchronise the enterprise, breaking down operational and data silos across risk, finance, regulatory, customer support and more. Once massive data sets are combined in one place, the organisation can apply advanced analytics for integrated insights.

Uncertainty on the road ahead

Open source technology today is an agile and responsive alternative to traditional technology systems that provides financial institutions with the ability to deal with uncertainty and adapt to a range of potential outcomes.

In these unpredictable times, banking executives need to achieve agility and responsiveness while at the same time ensuring that IT systems are robust, reliable and managed effectively. And with the option to leverage the best of open source technologies, financial institutions can face whatever challenges lie ahead.

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