The client is a multinational financial institution offering consumer loans, credit facilities, and financial products across multiple regions. With a diverse customer base and rapidly expanding operations, they required a reliable partner to assist with overdue receivables management while maintaining regulatory and ethical compliance.
Overdue accounts processed
Successful recovery rate in targeted segment
Compliance with legal and ethical standards
Experienced recovery agents assigned
The Challenge
After rapid growth, the institution faced a sharp increase in overdue accounts. Key issues included:
Inconsistent follow-up procedures across regions
Customer communication gaps affecting repayment arrangements
Compliance risks due to varied recovery practices
Lack of centralized monitoring and reporting
Need to maintain brand reputation while managing overdue payments
They required a professional, controlled, and fully compliant recovery framework that would improve recovery outcomes without damaging client relationships.
What UDRA Did
UDRA implemented a strategic and human-focused debt recovery model tailored to the client’s customer segments:
Conducted account profiling and financial behavior assessment
Established structured follow-up plans with clear communication points
Integrated call center support for multilingual and region-specific outreach
Implemented strict legal and compliance protocols across all recovery channels
Delivered transparent reporting dashboards and case-based status tracking
UDRA assigned a dedicated recovery team along with supervisory and compliance officers to monitor every stage of the process.
The Results
- 68%+ recovery success rate within targeted overdue segment
- Full legal and compliance alignment across all communications and documentation
- Improved customer repayment behavior through ethical, empathetic outreach
- Client regained significant cash flow stability and reduction in operational workload
- Continuous performance evaluations for sustained long-term results
