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SCRA Management Best Practices NCCR Conference Presentation

June 2, 2015

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    At the 19th annual National Collections and Credit Risk (NCCR) Conference, Bridgeforce presented on the topic of the Servicemembers Civil Relief Act (SCRA) to financial services executives – and provided real-time industry perspectives and customer management models.

    The basic principle of the SCRA is that Servicemembers should be entitled to receive relief (benefits and/or protections) while defending our nation. The deck begins with giving a background and overview of the SCRA including listing its key provisions. It moves into listing four servicing practices the CFPB has suggested, and ends with diving into the Bridgeforce “White Glove” approach to an SCRA customer service model.

    The “White Glove” Operating model is made up of five key components that, when properly adapted, will support the strategies needed to execute it.

    1. Operational Capabilities
    2. Governance & Oversight
    3. Organizational Structure
    4. Process & Technology
    5. Talent & Training

    Download the presentation from the NCCR Conference on the SCRA to learn about the details behind the act itself as well as best practices related to serving your SCRA customers.