Beyond days overdue: why collections needs a more individual approach

Kris Costello explores why lenders need to look beyond missed payments to understand individual customer circumstances, and how more personalised engagement, appropriate technology and human support can help deliver better outcomes

October 29, 2026

Growing regulatory pressures, with heightened expectations around customer outcomes, require a more individual approach to collections; image credit: Romolo Tavani/shutterstock

Unlock FREE Access to Premium Content

Discover exclusive forecasts, analyst insights and in-depth retail banking industry analysis.

With a free Retail Banker International profile, you can:

Access exclusive analyst commentary
View premium forecasts and data-driven insights
Stay up to date with retail banking news, regulatory developments and market trends
Receive alerts when new premium content is published