New Zealand
New Zealand New Zealand
Consumers make most of their payments by internet banking
  • 74%
    BFSI
  • 70.5%
    TELCO
  • 54.5%
    RETAIL
  • 46.5%
    BFSI
  • 39.6%
    TELCO
  • 40.7%
    RETAIL
  • A higher percentage make payments via internet banking to banks and insurance companies, telcos, and retailers, respectively, compared to the regional average
  • Impact: Anti-fraud capabilities critical to the increased digital transaction frequency and customers’ trust in banks
Australia
Australia Australia
Consumers are most satisfied with the post-fraud service of banks and insurances companies
  • More than 70% satisfaction rate compared to 59.7% on average
  • Impact: Increased trust in BFSIs
Indonesia
Indonesia Indonesia
Consumers that encountered most fraud incidents in the past 12 months
49%
34.7%

AP Average

  • 49.8% have experienced fraud at least once compared to 34.7% on average
  • Impact: Overall anti-fraud capabilities need improvement
Singapore
Singapore Singapore
Consumers have the highest trust towards government
AP Average
  • 75.5% choose government agencies, compared with 51.7% on average
  • Impact: Trust of personal data protection is centered around government agencies
Vietnam
Vietnam Vietnam
Consumers encountered most fraud incidents in retail and telco during the past 12 months
  • 55%
    TELCO
  • 54.5%
    RETAIL
  • 32.8%
    TELCO
  • 35.2%
    RETAIL
  • 55% and 54.5% have experienced fraud at least once in retail and telco, respectively, compared to 32.8% and 35.2% on average
  • Impact: Overall anti-fraud capabilities need improvement
Thailand
Thailand Thailand
Most Thai consumers believe speed and resolution are severely lacking (response/ detection speed toward fraud incidents)
AP Average
  • 60.5% think it is most important, compared to 47.7% on average
  • Impact: Response time as one of key factors to fraud management to retain customers and gain their trust
India
India India as standalone
Consumers have the largest number of shopping app accounts in the region
India
  • Average of three accounts per person
  • Impact: Highest exposure to online fraud
Hong Kong
Hong Kong Hong Kong
The least percentage of consumers with high satisfaction level toward banks and insurance companies’ fraud management
AP Average
  • Only 9.7% are most satisfied compared to 21.1% on average
  • Impact: effective response towards fraud incidents to be improved
China
China China
Consumers are the most tolerant toward submitting and sharing of personal data
AP Average
  • 46.6% compared to the AP average of 27.5% are accepting of sharing personal data of existing accounts with other business entities
  • Impact: higher exposure of data privacy and risk of fraud
alert
Japan Japan as standalone
Consumers most cautious on digital accounts and transactions
50.7% Actively maintain digital accounts’ validity
27% AP Average
45.5% Do not do online bank transfers
13.5% AP Average
  • More than 70% did not encounter fraud incidents in past 12 months, compared to 50% on average
  • Impact: Relatively low risk of fraud

Experian Decision Analytics: Navigating uncertain times

Experian Decision Analytics: Navigating uncertain times

The COVID-19 pandemic has created a period of uncertainty for individuals and businesses. Experian appreciates that our clients and their customers may be significantly impacted by this pandemic, requiring rapid response to the challenges. We are here to support our partners wherever possible.

 

Experian’s solutions are designed to be flexible to respond to the rapidly changing situation. Our consulting team is available to help you, whether it’s to respond in real time to client requests, make policy changes, trigger disaster response strategies or enable general customer communication messages.

 

Below are the Experian solutions that you might be using to meet your credit lifecycle requirements, with suggestions from our experts on how you could navigate the current challenges your business might be facing right now.

 

Originations

With the significant changes in banking to support customers through the COVID 19 crisis, updating Originations decisioning systems will likely be required.

 

Experian Credit Services: Insight and control in uncertain times

Time to decision
Automation of manual checks to speed up time to decision.
Experian Credit Services: Insight and control in uncertain times

Introduce new data for segmentation
Incorporate additional data attributes to help enhance segmentation for risk or application prioritisation purposes.
Experian Credit Services: Insight and control in uncertain times

Update policy and pricing
Update policy that aligns to the new economic climate and offer customers new products/terms.
Experian Credit Services: Insight and control in uncertain times

Debt consolidation
Enabling debt consolidations campaigns and strategies may be able to release some debt pressure on customers..
Experian Credit Services: Insight and control in uncertain times

Refinancing
Help customers quickly refinance their existing products to a term and structure that works for them, helping them manage their ongoing repayments.

 

 

Customer Management

The lenders who take steps to proactively monitor customers across all product holdings, to effectively identify at risk borrowers well ahead of any payment default events, will be better equipped to support customers and manage operationally through this period.

 

Experian Credit Services: Insight and control in uncertain times

Look out for early warning signs across all portfolios
Monitor customers across all product lines to spot early indications of stress. Customers drawing credit limits down outside of their normal behaviour is a sign of stress such as a lost job. For credit cards – look for cash advance activity outside the range of normal behaviour for card holders. Look for reductions in total monthly credits (which could indicate reduced hours or lost employment) and increased usage of any overdraft facilities.
Experian Credit Services: Insight and control in uncertain times

Automate event-based triggers to take immediate action
With high risk of demand on operational teams, leveraging our solution to automate decisions based on incoming data quickly and efficiently would enable teams to identify early indications of stress or vulnerability without suffering the manual overheads to do so.

 

 

Collections

We have already seen a down-turn in the job market, with a number of job sectors impacted as a direct result of COVID-19. This will impact Collections volumes and introduce the need for new options to manage the situation effectively.

 

Experian Credit Services: Insight and control in uncertain times

General communication SMS
SMS: “ is closely monitoring the COVID-19 situation and would like to offer our customers all the support they need at this time…”
Experian Credit Services: Insight and control in uncertain times

Disaster Response strategy
Leveraging our Disaster Response strategy would be an effective response. This would effectively pause regular collections strategies and enable a COVID-19 message to be sent directly to Collections customers offering help.
Experian Credit Services: Insight and control in uncertain times

Optimised Hardship solution
Ensure your Hardship program is capable of catering for the increase in volume and provide Hardship solutions that match the severity of the crisis being faced by customers.
Experian Credit Services: Insight and control in uncertain times

Moderating Default Listing and Asset Realisation
In line with supporting customer in difficult times, it may be a time to reconsider Collections treatment options. Default Listing and Asset Realisation can cause significant additional stress amidst these difficult times.
Experian Credit Services: Insight and control in uncertain times

Inbound and outbound communications
Call centre capacity may be reduced, impacting dialler strategies as well as inbound operations if not managed.

  • Reduce dialler volume by changing dialler communications to IVR or another communication type where possible. If an alternate communication isn’t an option, it may be necessary to pause outbound dialler campaigns temporarily.
  • Think about communications which prompt a self-serve response rather than an inbound call, such as 2way SMS, IVR & Virtual Assistant options.

 

 

Experian is here to help

If we can assist you in any way in these unprecedented times, please contact your Account Director or a member of the Experian Decision Analytics Client Solutions Team. Alternatively, you can get in touch with us using the form below.

 

Read full article

Experian Decision Analytics

By Experian Decision Analytics 04/02/2020

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