Deceased Account Management
Phillips & Cohen Associates pioneered the Deceased Account Management market and recognises the critical impact this specialised service can have on our clients’ reputations. We are proud to be the global leader in deceased account management combining proprietary systems and analytical capabilities alongside highly trained and experienced Estate management professionals.
Since entering the regional market in 2013, Phillips & Cohen Associates has served the consumer banking, finance, utility, and telecom industries. Phillips & Cohen Associates clients include leading national and international banking and credit institutions, debt buyers, and master servicers.
Responsible Approach
Partnering with Phillips & Cohen Associates (Australia), Pty Ltd. for deceased account management enhances your company’s sensitivity to these events and improves the customer experience through a proven decedent/probate program.
Phillips & Cohen Associates (Australia), Pty Ltd. utilises special recruitment, hiring, and training techniques to create a compassionate environment for deceased/probate accounts. The company’s ongoing training process includes specific topics regarding the stages of grief, colleague sensitivity, active listening, specialised disclosures, voice inflection, and deceased account regulations designed to create a compassionate environment for consumers and colleagues alike.
Phillips & Cohen Associates (Australia), Pty Ltd. personnel have the requisite skills to successfully manage complex Estate situations and resolve them in a manner that achieves our clients’ important financial goals while preserving the dignity of affected individuals. Our professional colleagues are highly trained to address questions raised by representing parties, providing them with guidance and resources during a stressful time, as well as helping them successfully resolve Estate balances owed to third parties. We maintain established rigorous standards for business practices as well as compliant, caring behaviour. Our partnerships with leading counselling organisations enables us to provide additional assistance to representing parties by connecting them with the professional support services they may require at such a difficult time.
Additional Support
Phillips & Cohen Associates equips consumers with informational resources like Continued Path to educate them about coping with grief and to help consumers understand wills, Estates, and the probate process. Dealing with the loss of a loved one is a difficult and sensitive time and can inhibit communications. Phillips & Cohen Associates’ Estate-Serve℠ System provides consumers with the ability to manage all aspects of their accounts online including providing Estate information, paying an account in full, or creating payment arrangements. Consumers may still choose to speak to a live representative at any time, or may complete their transactions and Estate management online.
Sensitivity Screening
Phillips & Cohen Associates (Australia), Pty Ltd. provides advanced tools and technologies to improve the customer experience throughout the process. Special sensitivity scrubs are used to enable the identification of sensitive accounts allowing them to be handled with special care. These circumstances may include individuals who pass away during active service in the military or emergency services, the death of a child or young person, or other circumstances as deemed appropriate. In these instances, we flag the account and partner with our client to develop a specialised treatment or closure strategy.
Data-Driven Decisions
Phillips & Cohen Associates have managed over $30 billion in specialty portfolios since 1997, including multiple forward flow transactions for deceased credit card and consumer finance accounts. This experience has enabled Phillips & Cohen Associates (Australia), Pty Ltd. to develop proprietary scoring and segmentation models specifically designed to assist with the recovery of these specialty accounts. These data-driven systems increase financial returns while employing a compassionate approach to account recovery.
Industry Recognition
The unique and innovative services offered by Phillips & Cohen Associates have been widely recognised by the credit industry globally for the sensitive, caring and empathetic approach we take to each and every contact.
