Customers in difficulty

BNP Paribas Personal Finance
Financially fragile loan holder prevention program
CUSTOMERS IN DIFFICULTY:
QUICKER IDENTIFICATION MEANS BETTER SUPPORT
Brussels, December 12th 2014
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Financially fragile loan holder prevention program
Why BNPP PF has developed a system to detect vulnerability?
• no tool can at the time of the granting assessment of a
credit to predict an accident of the life
• In a time of financial crisis, unforeseen expenditure can
become increasingly difficult to cope with
• the plans to support vulnerable customers are not sufficient
• Social organizations continue to point the finger at
loopholes in over-indebtedness prevention policy
At Cetelem, we are able to identify vulnerable
Customers before their financial difficulties become insurmountable.
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Financially fragile loan holder prevention program
How BNPP PF has developed a system to detect vulnerability
A program to anticipate loan holders’ budget problems
before the degradation of their financial situations become too important
3
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Financially fragile loan holder prevention program
What Makes Our Program Special
Its Preventive nature
An early-stage detection
system :
we are able to identify vulnerable
customers before their financial
difficulties become
insurmountable
The development of a proactive scoring
system
Its dedicated team of
Two different ways of detecting budget
vulnerable customers :
An algorithm identifies the
likelihood of a customer missing a
repayment within the next three to
six months.
The interactive voice server or
IVS. Provided to all Cetelem
customers, this phone number
routes calls from those potentially
facing financial problems directly
to the CID team
Better listening means better
advice :.
Customers In Difficulty are helped
and supported by a dedicated
team, whose members analyse
their situation to confirm whether
or not they are financially
vulnerable and to offer
personalised solutions where
needed.
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Financially fragile loan holder prevention program
Description of the program
Identification
Diagnostic
Assistance
Exit
Target :
Target :
to establish a
diagnosis of the
situation of the
customers in
order to identify
and to describe
vulnerability
Target :
To make the offer
most adapted
with the situation
customers
identified
To monitor the
stabilization of
the situation
customers
Target :
To gradually
reinstate the
customers in the
normal processing
Solutions offered by
PF in wich 10%
transferred to Cresus
Customer refusal
5
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Financially fragile loan holder prevention program
the causes of financial vulnerability
The causes of financial vulnerability of customers
are numerous and of very different nature
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Financially fragile loan holder prevention program
Conditions of success
A transversal
project
based on
“responsibility”
Nearly 2 years
of lab tests
A strong cooperation
with stakeholders
and a partnership with a
French association
dedicated to overindebtedness
prevention and
assistance
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