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RP Sanjiv Goenka Group

Recovery Loan Scheme, CBILS and BBLS

Resonate, connect, deliver

Service your Recovery Loan Scheme, CBILS and BBLS customers with empathy, insights and agility

Recovery Loan, CBILS and BBLS are different to commercial loans

Issuing these loans tested lenders’ processing, screening and lending capacities. Now the real challenge begins – handling collections and supporting customer relationships. To navigate these challenges lenders need to take a look at their account servicing strategy.

The call for a new approach to Recovery Loan Scheme, CBILS and BBLS account servicing

To optimise Recovery Loan Scheme, CBILS and BBLS customer journeys end-to-end, lenders have a greater need for:

  • A human-centric approach
  • The ability to use data to mitigate risks and personalise contact
  • Flexibility in handling customer interactions
Explore how to do it

Lenders Checklist: Servicing capabilities for Recovery Loan Scheme, CBILS and BBLS accounts

To help lenders optimise their account servicing approach we created this checklist that outlines how to:

  • Handle sensitive conversations
  • Proactively identify risky accounts
  • Adjust operations based on data
  • Adapt to changing customer needs
Explore how to do it

Firstsource success stories

Empathetic interactions

We’ve helped financial services clients resonate with customers across touchpoints. See how we’ve eased financial conversations with solutions spanning traditional and digital channels

Insights driven communication

We’ve enabled clients to connect with customers effectively and efficiently through better use of data. Explore how we’ve used AI and analytics to identify risks and enhance interactions.

An agile approach

We’ve supported clients by rolling out on-brand and to-the-point comms, and scalable operations. Discover how our consultative approach and omnichannel solutions help clients stay nimble.

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Firstsource is turning years of customer servicing experience into insights to help lenders’ meet their account handling challenges.

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Leading business transformation

Our research offers insights from senior executives on how to overcome the human challenges of business transformation.

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Distributed operating model for customer service

Our distributed operating model for customer service combines both an in-contact-centre and work-at-home approach.

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Digitally Empowered Customer Experience

Firstsource’s Digitally Empowered Customer Experience (DECX) offers businesses a vision of the future of customer experience (CX) and a path to get there.

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Financial services

Our banking and financial services clients stay ahead with cutting edge technology that delivers improved customer experiences.

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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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