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The Core

Collecting During COVID-19

By: Anne Marie Foote

October 22, 2020

One of the unfortunate outcomes of COVID-19 is the financial burden on our credit unions and their members. At United Solutions, we are seeing very different responses from credit unions with regards to collections. Some credit unions have asked our collections team to start collecting earlier and harder on loans, while others have requested a softer approach with “friendly reminder” calls. All Credit Union professionals want the best for their members and are trying to be kind and considerate in these uncertain times. However, the reality is that many members are delinquent right now, and this delinquency is a problem for credit unions.

In the beginning of the pandemic, all credit unions were shutting down in person services and shifting their focus to digital solutions such as home and telephone banking. In time, credit unions became more creative; offering financial counseling, short-term loans, loan extensions, Skip-A-Pay Programs, and COVID-19 deferments. All these programs provided much needed assistance to credit union members. These programs also demonstrate the emotional connection credit unions have for their members that is often missing with their larger financial institution rivals. Now that we are adjusting to our “New Normal,” what’s next in collections for credit unions?

It is important to understand the difference between delinquency caused by COVID-19 and normal delinquency at the credit union. Organizations are using business intelligence to identify COVID-19 delinquency. They are examining first time delinquencies, a discontinuation of direct deposit, transaction histories that indicate Cares Act payments, CRM data with specific key words, and even a recent date of death on the account.  We need to understand how individual members are affected by COVID-19. Are they able to make repayment?  Do they have other assets or forms of income? Do they expect to get back on their feet quickly? Have your collections officers and call centers collect the necessary information and update your database for future analysis. A point of caution; these newly delinquent members may suffer from embarrassment, humiliation, and depression.

With these newly delinquent loans, credit unions are turning to digital strategies to help collect. There are new products on the market that send text messages to the members mobile phone, and with one click the member can make payment.  Other products allow members to make payments with credit cards, and others are still using check by phone solutions. All these products may reduce call queues and delinquencies. 

Credit unions are beginning to open their doors and schedule in person appointments.  During these appointments the credit unions provide financial counseling and create a repayment plan for these troubled members. Members who enroll in a repayment plan before their loans are delinquent may even avoid being reported as late to the credit bureaus. There is no substitute for one-on-one counseling to make sure your credit union loans are paid first. Financial counseling and helping members through a crisis will help build loyalty.

United Solutions recommends creating a strategy for delinquency due to COVID-19. Use your data, use technology, and most of all, communicate with your members.

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Anne Marie Foote

Anne-Marie graduated from The Florida State University with a degree in English Literature, and lived in Savannah, Georgia before joining United Solutions Company. Anne-Marie has now been with United Solutions for over fifteen years. She was the Resource Pool Manager for the company in 2006, overseeing all of the company’s territories. She then worked in the Collections department, where she was promoted to Collections Manager for her work. Anne-Marie also has experience in account management and always looks forward to assisting current clients and welcoming new business partners to United Solutions. Anne-Marie’s career at United Solutions has grown along with the advances in the industry. Keeping pace with – and staying ahead of – rapidly evolving client needs is a full-time job. Anne-Marie regularly reviews industry news in both the financial and technology sectors. She meets with partners to review the latest products and regularly meets with clients. What’s at the ‘CORE’ of Anne-Marie’s philosophy? She says, “Client service. Success comes when my clients are happy.” In her spare time, Anne-Marie enjoys trying out new restaurants with her friends, and volunteering for Habitat for Humanity.