Proven Ways to Boost Payment Rates and Reduce Charge-Offs


What if you could develop an end-to-end multichannel communications roadmap to improve the customer experience and reduce loan losses?

Some banks have experienced increases in payment delinquencies due to COVID-19 and expect it to worsen over the next few years. However, even for those organizations fortunate enough not to have been significantly impacted by the pandemic, there are proven ways to boost payment rates and reduce charge-offs.

Please join us to learn how to:

  • Drive increased adoption rates for digital technologies, both current and future state  
  • Develop processes and a workflow that promotes agent accountability and increases contact success rates 
  • Demonstrate situational awareness and understanding by humanizing customer interactions
  • Reengineer processes based on best practices and innovation

    We’ll also share a case study of a regional bank that leveraged best practices to increase agent productivity by double digits and reduce monthly delinquencies by millions of dollars.

Who Should Attend: C-suite, VPs, Directors, Managers, Collections, Recoveries, Customer Experience/Care, Operations

Learning Objectives

  • Drive increased adoption rates for digital technologies; current and future state  
  • Develop processes and a workflow that promotes agent accountability and increases contact success rates 
  • Humanizing the customer interaction that demonstrates situational awareness and understanding 
  • Reengineer processes based on best practices and innovation


Byron Gifford
Lead Business Consultant, Digital Collections
Financial Services 
Byron Gifford is Perficient’s lead business consultant for financial services. As an executive leader in the banking industry, Byron helped banks improve their loan losses, increase customer retention, and reduce operational expenses by modernizing their collections and loss mitigation process engines. Byron specializes in developing innovative and dynamic contact strategies, creating collection functions that focus relentlessly on enhancing customer experiences and retention, and implementing automation for manual business processes.

Scott Albahary
Chief Strategist
Financial Services
Scott Albahary applies his wide range of knowledge and skills to advise Perficient’s financial services clients on business and technical strategies. He has extensive experience with client centricity, client acquisition and retention, client service platforms, contact center services, and integrating solutions from multiple vendors.

Webinar Fees

Pricing For Price Season Pass
Bank Member $195 $0
Bank Nonmember $395 $0
Affiliate Member $195 $0
Affiliate Nonmember $395 $0

Season Pass Members receive 4 individual logins to every webinar

Additional Info

Participants will earn 1.0 CPE credit

Field of Study: Specialized Knowledge

Prerequisites: None

Advanced Preparation: None

Program Level: Basic

Delivery Method: Group Internet Based

Refunds and Cancellations: Webinar registrations are non-refundable. If the registrant is unable to attend the designated time and date of the webinar, a playback link and any written materials will be provided within 2 business days following the conclusion of the webinar

Western Bankers Association is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its


Click here to register online