Related Blogs


Meet the Customer-Centric Collector – A Superhero for Our Time

With the challenges in the debt management space these days, it sometimes seems like you need superpowers to succeed. But before you start looking for a radioactive spider or a handy gamma-ray machine, check out FICO’s tongue-in-cheek new infographic, The Customer-Centric Collector Rises. (Yes, I realize I just mixed my Marvel and DC metaphors, comics fans.)


The superpower we’re talking about is the ability to understand how to motivate a customer to pay, using the right message and the right channel. Rather than brute force, the customer-centric collector uses their understanding of the customer to get great results.

This ability comes just in time, as overdue debt grows, traditional tactics falter, customers complain and regulators turn up the heat. As our infographic notes, some 35 percent of US adults with a credit file have debt in collections. About 20 percent of delinquent debt is collected, down from 30 percent a few decades ago. And some collectors’ tough tactics generated 200,000 complaints to federal agencies last year, which is one reason why the Consumer Financial Protection Bureau has stepped in to protect consumers.

Across the pond in my home country, things are just as challenging. Nearly 9 million people in the UK – 18 percent of the country’s adult population – are over-indebted. Around £20 billion of debt each year is passed to the UK’s main debt collection agencies. Of this, about £3 billion, or 15 percent, is recovered. The UK’s Ombudsman saw a record number of complaints in the 12 months ending April 2014. 40 percent relate to homeowners struggling to make payments.

No wonder collectors are looking for new strategies. And one of the most successful is using automated contact systems such as FICO Risk Intervention Manager that let people pay by text message, set up payment plans online and respond to recorded voices, rather than interacting with live collectors.

According to FICO research, 30 percent fewer people feel the need to speak to a collector when an automated phone call or text has a friendlier message and tone. 11 percent more debtors will make a payment immediately when contacted by friendly, automated systems, and 80 percent more are prepared to set up a direct debit plan.

The days of dunning “deadbeats” may be on the wane. For more information on customer-centric collections, see FICO’s eBook on "Taking Your Collections Performance to the Top" at


ChannelNews Asia Video: Fighting Online Fraud

Asian consumers are set to overtake North America this year in terms of purchases made online, making it the largest in the world as an ecommerce market. In this video, FICO’s Adam Davies talks to ChannelNews Asia about what banks are doing to protect consumers from fraud and security threats, including by using predictive analytics.

ChannelNews Asia Video - Fighting Online Fraud

To view the video, click on the image above or view it here.


BBC News Video: APAC Card Fraud Costs Banks $400m A Year

FICO estimates that card fraud in Asia Pacific costs banks $400 million (£241 million) per year and is rising annually by 20%-25%. In this video, BBC News speaks to FICO's Dattu Kompella, managing director in Asia, to discuss the growing security risks and how predictive analytics can help.

If you have difficulty with the video above, view it here


Video: National Australia Bank Discusses Customer Management and Optimization

In this video, National Australia Bank’s David Fodor, Chief Credit Officer, discusses working with FICO on multiple customer management projects, hightlighting the bank’s optimization of credit card limits.

If you have difficulty with the video above, view it here.


Has Russians’ Credit Health Reached Its Nadir?

As reported today by FICO and NBKI, Russia’s credit bureau, Russian borrowers’ credit health has been falling for two years, and reached a new low in July. The FICO® Credit Health Index had reached 98 points, the lowest level since the Index began in 2008, and two points lower than the previous low five years ago.

Russian CHI August


Why? FICO and NBKI believe this is the result of the credit market expansion.

The FICO Credit Health Index measures Russia’s overall credit health, based on the percentage of consumer loans and credit cards reported to NBKI as delinquent by more than 60 days. Expansion of unsecured credit — which generally has higher delinquency rates — combined with a slowing of new accounts has caused the index’s erosion.

When will this fall stop? It could be soon, according to Alexander Vikulin, CEO of NBKI. “The quality of new loans is high, based on the repayment patterns, so we expect that the index will increase bit by bit," he said.

In the meantime, lenders should heed the advice of Evgeni Shtemanetyan, who directs FICO’s operations in Russia. "Lenders should focus on improving the performance of existing customers and implementing more intelligent risk management systems.”


FICO® Scores: Just Like Mikey – They Like It!

The following guest post was written by Caitlyn Ramey, Director of Marketing at First Bankcard, a division of First National Bank of Omaha

Even if you’re not a child of the 1970’s, you may still remember the Life cereal commercial where Mikey’s siblings get him to try what they deem to be a boring cereal that’s supposed to be good for you (so of course they don’t want to try it). They foist it off on little Mikey and are incredulous when he digs in and Mikey likes it! A kid eating healthy cereal; who would’ve thought?!

Well, now we all know what’s good for us, right? Eating fruits and veggies, exercising, getting enough sleep, supportive friendships, etcetera, etcetera. Those of us in the financial services industry would say that your credit health is also very important, but how do you know if your credit is in good shape? It’s not as though you see it getting thick around the middle and decide it’s time to hit the gym.

At First Bankcard, we decided that we needed to give our credit cardholders the advantage of knowing their general credit health by giving them access to their FICO® 8 Bankcard Score for free (through FICO® Score Open Access). It’s the credit score we use to help manage their account, and it’s a good indicator our cardholders can use to generally understand their credit health. We believe our customers can benefit from knowing their FICO® Score – it can be a healthy part of their financial fitness.

Even though we know it’s smart for our cardholders to monitor their FICO® Score, we’ve been wondering if they think so too. So, in keeping with our First Bankcard philosophy around open communication with our cardholders, we simply asked. Crazy idea, I know. Take a peek at the results:

FNBO FICO Score Survey 1
FNBO FICO Score Survey 2

Getting their FICO® Score is a great way for consumers to help keep tabs on their credit health, so we were excited to see that it seems our cardholders know what’s good for them. They like it!

Read Caitlyn's previous blog post: Do Consumers Actually Care About Their Credit Scores?


More Models, More Regulations, More at Stake

Comply + Compete webinar
To some degree, we're living in a world where we are cursed with our own success. Financial institutions have seen tremendous benefits from analytics, and as a result, they are using predictive models on an increasingly broader scale, to measure capital reserve requirements and manage complex customer decisions. But as my rap doppelganger would say: “More Models, More Problems.”

The greater complexity and number of predictive models in use makes it even more difficult to track and manage model performance, not to mention comply with regulatory requirements. Since the financial crisis, banking regulators have increased their scrutiny of how institutions use predictive analytics. These days, regulators are not only concerned with the safety and soundness of the analytics themselves, in terms of how the models are built and whether they are still validating. Regulators are also focused on the impact of the decisions—that is, who gets a particular decision and why. In the US in particular, with the foundation of the Consumer Financial Protection Bureau (CFPB), there’s a growing emphasis on making decisions that are deemed “fair,” and it’s a perspective that I suspect will become increasingly common worldwide. This fairness often translates into making decisions that are consistent, as well as easy to understand and explain.

With model management, the good news is banking institutions can kill two birds—performance and compliance—with one stone. The same model tracking, monitoring and documentation practices required for regulatory compliance also enable institutions to evaluate and refine model performance in ways that control losses and boost portfolio profitability.

I recently discussed this very subject in the webinar Comply and Compete: Model Management Best Practices. I invite you to watch the recorded session, where I share five smart practices with the dual goals of compliance and competitive advantage in mind. 


In European Fraud, Size Isn’t Everything … Or Is It?

European Fraud Map

There's been a great deal of interest in—and even some confusion with—the findings of our latest European fraud map. Some observers have commented that, whilst the card fraud trends may be interesting, the underlying messages are somewhat mixed.

The European card industry has long praised chip and PIN technology as the antidote to historically spiralling card fraud losses in areas such as counterfeit and lost and stolen—and now (finally) the US has followed suit with its own chip card issuance and acceptance plans. And yet, the overall levels of European card fraud, in absolute terms, are back on the rise. This seems like a contradiction.

Dig a little deeper, and it is evident that the robust European chip and PIN defence saw fraud attacks evolve and mutate rather than be eliminated. Just like a snow plough on a snow-laden road, whilst the path immediately ahead is cleared, the displacement merely results in a greater build-up in adjacent areas. Our fraud map commentary references fraud migration to cross-border and into remote (card-not-present) transactions. These are areas where the chip and PIN defences did not extend, and therefore, they became the chosen targets for the criminal fraternity.

One might expect fraud levels to drop as fraud migrates to areas that were historically less attractive or more complicated to target. But the longer an area of exposure is left untreated, the greater the attraction to criminals, and the greater effort and emphasis they put upon it. Combine this with the facts that, as a society, we are now far more inclined to make “remote” purchases (such as on-line or via telephone), to spend with merchants overseas (how many of us realise that e-commerce transactions on eBay settled through Paypal may be routed through Luxembourg?), and to travel far more widely than ever before (international tourism has more than doubled in less than 20 years). Needless to say, fraudsters have a rich seam of opportunity.

Industry reactions to fraud trend changes are often far slower than that of criminals, and the latter have come to realise this. Chip and PIN reached critical mass maturity in the UK in 2005, and yet there are still large parts of the developed world that have yet to embrace the technology, and will not do so until what will eventually be more than 10 years later.

With the rise in European fraud levels again, some observers have questioned whether it is statistically significant. Fraud is frequently reported in terms of hundredths of a percent (basis points), and the highest levels of fraud within the region equate to 7 basis points or 0.07%. That doesn’t sound a lot.

The thing to bear in mind is relativity, as I’ve indicated before on this blog. As those of us familiar with quality and process assurance know, statistical significance from defects are evaluated in manufacturing and service industries to a measure of Six Sigma. Basis points, whilst a fraction of a percent, are still significantly higher than levels of quality or process tolerance.

Of course, if total genuine card spend only equated to $1m, then a 7 basis points loss only equates to $700. But if total spend in the UK, for example, is £520 billion, then the UK’s loss level at just under 6 basis points equates to circa £300 million. That’s a lot of money in anyone’s book!

The moral of the European fraud map, therefore, is that whilst there is much to celebrate in terms of recent anti-fraud advances, there is no room for complacency. Until there is complete global interoperability on card fraud defences, and unless the industry begins to move faster and in concert, fraud will continue to prevail to some degree. And whether card fraud is skewing up or down, fraud loss is something that should concern us all.


Who Wants Automated Fraud Alerts? 91% of People

In light of FICO’s European fraud map, published last week, we know fraud is on the up! Now the debate is over what to do about it.

One reason for the rise in losses is a focus on the customer experience, as FICO’s Martin Warwick has explained. Banks in the UK and some other countries brought fraud levels much lower, then focused on how to make the purchase process much more streamlined. This has allowed fraud losses to rise. Martin Warwick has suggested that banks will now look at how they can bring losses back down, including through automated contacts and verification.

This seems obvious enough, but has prompted some publications (perhaps desperate for a headline) to suggest that consumers will be barraged by “annoying phone checks” to verify transactions are genuine.

We beg to differ. A recent FICO survey found that 91% of participants were happy with auto resolution, and 89% said auto-resolution had increased their confidence in using their card. Targeted and focused customer contact doesn’t have to mean encroachment, it can mean empowerment!

Martin would be the first to note that automated verification isn’t the only way card issuers will be fighting fraud. Continued investment in fraud detection capabilities, and advances in online risk assessment such as FICO’s new behavior-sorted lists, adaptive analytics and merchant profiling will give financial institutions the ability to identify more fraud.

But there will always come a time when customer engagement is necessary to confirm abnormal activity, and to protect accounts from potential abuse. Automated transaction and activity verification is a vital tool in the armory of many financial institutions to reach more customers than would be possible with just human agents.

My colleague Brian Kinch and I have recently been blogging about the necessity of customer interaction during fraud verification, how to make fraud protection a better customer experience, and how to use customer preferences to improve fraud resolution.

Automated communication and case resolution is becoming a necessity for all institutions with fraud verification needs. With the emergence of mobile devices and electronic communication channels, institutions can engage with their customers using multiple media channels, in intelligent automated dialogs. By getting to know customers, and using this knowledge in segmented contact strategies, lenders can create a better experience for them, and ultimately increase the speed and success of communications.

One FICO client has seen that customers aged 30-59 are 7% more likely to resolve fraud alerts by voice than customers aged 29 and under. Interestingly, another FICO client has seen that those aged 30 and under can be twice as likely to respond to an interactive SMS than older customers. It’s all about knowing YOUR customers.

Correctly built and implemented verification tools using an intelligent, demographic-based contact strategy, and targeting earlier activity prior to transaction declines, can ultimately lead to a better customer experience, and more importantly, customer loyalty.

For a look at fraud trends across Europe, check out our new infographic:

European Fraud Map


Is the US Facing the Dawn of a New Debt Crisis?

Man Worried About Debt
By Todd Rollin

A colleague recently forwarded me a link to a recent Urban Institute study, “Delinquent Debt in America,” where a random sample of US credit data revealed that approximately 35% of adults “have debt in collections reported in their credit files,” with an average debt of over $5,000. The study focused on non-mortgage debt, including medical debt, utility bills, membership fees and phone bills.

That 35% figure, however, really stood out. More than 1 in 3 Americans have been or are being collected on (and in some cases, they may not even know it). Keep in mind that the study excluded adult Americans without a credit file (roughly 22 million), many of whom are likely to already have financial issues. So, in reality, the number is ostensibly higher.

Somewhat less surprising were the study results segmenting debt by geographic location. Areas that exceeded the norm are still struggling to recover from the financial crisis – particularly Nevada, which had a staggering 47% with debt in collections. Regions with fewer instances of overdue debt were characterized by factors such as less spending and more job availability.

What does all this mean for the US debt management industry? Well, first, let’s consider that the 35% statistic is actually marginally lower than the 36.5% figure from a Federal Reserve analysis conducted a decade ago. So we can’t point to being in a period of “runaway” bad debt.

Still, the US economy today is quite different than it was during that 2004 study. As immigrants flock to low-wage jobs, manufacturing jobs are outsourced, and many office and manual jobs are lost to automation, wage rates are bound to remain stable or slip with respect to inflation. Add to this the fact that the US has one of the world’s highest corporate tax structures in the developed world, so capital investment is less likely to land in the US and drive employment. If inflation picks up – particularly in food and housing – the gap between income and living expenses could grow, making it more difficult to repay financial obligations. 

The net result is a widening gap between population and employment, driving more people to government assistance programs. This growing segment will be more vulnerable to debt issues, as they may have insufficient savings to draw upon to cover medical bills and other unforeseen financial problems. Subprime and payday lending can be expected to increase, as consumers try to make ends meet.

Ultimately, a growing number of consumers are becoming financially stressed, and the banking industry has taken note. In our latest survey of U.S. and Canadian risk managers, 43% expected delinquencies to rise on all consumer loans. That sentiment is at its highest level since our Q4 2011 survey. Combine this financial pressure on consumers with a newly transformed and demanding regulatory environment, and debt collection operations will soon have their hands full.