Transforming Debt Collection: Self-Service, Smart Workflows & Scalable Tech | Flexys, Capital on Tap, Billing Finance | The Fintech Show #157

James Hill, Flexys, Mark Porter, Capital on Tap, and Jemma Holland, Billing Finance, explore how debt collection is evolving through tech, partnerships, and a customer-centric approach.

This discussion explores how self-service tools, data, automation, and partnerships are reshaping debt management and collections into a more efficient, scalable, and customer-focused processes. Shifting from agent-led conversations to self-service has empowered customers to manage debts on their terms, improving outcomes for all.

Partnerships are another key element of the conversation, of which drive innovation by focusing on actual customer needs. External providers offer fresh perspectives and continuous iteration, helping businesses evolve and avoid stagnation.

Technology partners play a crucial role by delivering configurable, event-driven tools that enable real-time, low-code workflows. These systems allow seamless transitions between channels, ensuring smooth, personalized customer journeys.

Scalability is a recurring theme as growing organizations benefit from combining automation with human support, avoiding the need to scale staffing. Cloud-native platforms and pay-as-you-go models offer flexibility and cost efficiency while regulatory demands are also addressed. Real-time data and automated reporting tools simplify compliance, reducing costs and boosting accuracy as requirements increase.

While not all firms are ready for full AI integration, interest is rising in its ability to enhance credit decisioning and collections. The speakers stress deliberate, value-driven adoption over trend-chasing.