Shaping the Future of Collections & Recoveries
Trusted by the world's largest brands to transform collections and recoveries through smarter strategies, data, technology, and managed services.
CONTENTS
Carlos Osorio: Group COO
"Wherever you are in the world we can help, remotely, onsite or with a blended approach. Our team has successfully delivered for hundreds of clients, adapting models to fit local markets while maintaining global best practice"
About us
“Collections Reinvented.”
At Arum Global, we don’t just adapt to change — we create it. For over 25 years, we’ve been driving digital transformation in collections and recoveries for the world’s biggest brands.
Our footprint spans 23 countries, delivering AI-driven strategies, advanced analytics, and next-gen technology that redefine what’s possible. From compliance to customer experience, we help organizations achieve breakthrough performance.
Our Vision:
Trusted by Industry Leaders
We partner with the world's most respected financial institutions, utilities, and technology providers to deliver exceptional results in collections and recoveries.
Global Reach
Operating across 23 countries on five continents
25+ Years
Leading transformation programs across the industry
Independent
System-agnostic approach ensures unbiased recommendations
Technology Transformation
1
System Selection
End-to-end support from requirements definition to vendor evaluation and contracting. Get the best system for your organisation’s needs based on our independent view at the centre of the market.
2
Implementation
Expert, hands-on delivery across all leading collections platforms. Remove the hassle of managing the project in-house, freeing up your team to focus on BAU.
3
Optimisation
Ongoing managed services to maximize performance and ROI. Have a much higher chance of being on-time and budget with a realistic plan.
4
Support
Continuous product support ensuring lasting performance gains. Be significantly more aware of likely risks, pitfalls, impacts and programme need.
CBE Group: Technology Health Check
The Challenge
CBE Group needed an independent health check of their Debt Manager implementation to evaluate configuration, usability, and scalability before migrating to a cloud-based system.
Our Approach
We assembled cross-functional Debt Manager experts to conduct a structured platform review, assessing workflow design, data structures, change processes, usability, and regulatory compliance.
35+
Recommendations
Tailored improvements to strengthen system foundations
Multi $M
Savings Identified
Multimillion-dollar cost reductions achieved
100%
Risk Mitigation
Ensured organizational readiness for migration
Client Testimonial
"The team is amazing. Arum Global have helped us in so many ways: technically, logistically, and with project management. We really appreciate the Arum team."
— Vice President, Synchrony
STRATEGY DESIGN AND IMPLEMENTATION
CASE STUDY
CLIENT: Retail Bank
SECTOR: Financial Services
LOCATION: UK
CLIENT REQUIREMENT
The bank needed an independent assessment of its collections and recoveries environment for card and loan portfolios. The focus was identifying initiatives that could be implemented quickly while aligning with its broader customer service transition program.
THE CHALLENGE
Performance issues were emerging across specific portfolios
The bank needed an objective review of strategy, operations, and technology
Any recommendations had to balance quick wins with long-term transformation priorities
OUR APPROACH
01
Won the project through a competitive tender
02
Delivered a rapid assessment using our proprietary framework
03
Deployed two senior consultants with deep expertise in large-scale collections operations and risk management
04
Identified opportunities across collections strategy, segmentation, channels, dialler optimization, organizational structure, KPIs, and target operating model design
THE RESULTS
Our team was retained to support implementation over a nine-month period
Quick wins delivered first, then refined and embedded into a wider program
Knowledge sharing and on-the-job mentoring ensured capability transfer
Achieved multimillion-pound benefits through operational and strategic improvements
IMPACT
HOW WE CAN HELP YOU
We deliver a tailored framework that defines how your collections operation should work today and evolve for the future.
We design clear customer segmentation, contact strategies, and treatment paths that balance business performance with fair outcomes, embedding affordability and vulnerability considerations throughout.
We align policy, process, people, and technology to create a cohesive operating model, while identifying how data, analytics, and digital tools can best support your goals.
The result is a practical, actionable roadmap that equips your teams with the structure and clarity needed to drive efficiency, compliance, and sustainable customer resolution.
A CLIENT TESTIMONIAL
"Working with the Arum Global team, we have been able to ignite our digital collections strategy.
The nudge campaigns allowed us to achieve our cash objective while creating opportunities for our most vulnerable customers to be supported too.
The Arum Global team bring a wealth of debt collection expertise and I look forward to working on new projects together in the future."
Head of Revenues,
UK government organization
FLEXIBLE RESOURCING
CASE STUDY
CLIENT: Bank
SECTOR: Financial Services
LOCATION: North America
CLIENT REQUIREMENT
Faced with rising mortgage payment defaults and more customers in financial difficulty, the bank needed an experienced professional to stabilize and strengthen its consumer collections operations during a period of significant economic pressure.
THE CHALLENGE
Rapidly increasing delinquency levels required a coordinated, cross-jurisdictional response
The bank recognized opportunities to strengthen its operational structure, systems, and leadership to improve collections management
Short-term improvements were needed, while building sustainable in-house capability for the future
OUR APPROACH
1
Deployed an Arum Global subject matter expert as Interim Head of Group Consumer Collections Operations across multiple jurisdictions
2
Over 11 months, designed and implemented a new operational structure, processes, systems, and team
3
Introduced tools and frameworks including workflow prioritization, segmentation, call recording, productivity measures, and management information
4
Delivered EQ (Emotional Quotient) training, a collector incentive scheme, and staff development initiatives
5
Supported succession planning by training an internal candidate to take on senior leadership roles
THE RESULTS
Productivity increased measurably across the function
Mortgage delinquency levels (>30 days) remained stable despite ongoing economic challenges
Quality of customer interactions improved significantly
Internal capability strengthened through leadership mentoring and staff development
IMPACT
The bank stabilized its collections operations during a period of economic stress, improved customer engagement, and built a professional collections team — ensuring long-term resilience beyond the interim assignment.
HOW WE CAN HELP YOU
We provide flexible interim resourcing for both technology change projects and operations — delivered by seasoned practitioner experts who integrate seamlessly into your teams.
TECHNOLOGY PROJECTS:
  • Support across the full development lifecycle — from requirements gathering and testing to vendor management, integration, and go-live readiness
  • Reduce delivery risk and accelerate implementation timelines
OPERATIONAL SUPPORT:
  • Enhance processes and scale operational capacity
  • Upskill internal teams and strengthen capability
  • Manage BAU activity or drive project delivery without disruption
With Arum Global resourcing, you get the right expertise at the right time — ensuring projects succeed and operations run smoothly.
A CLIENT TESTIMONIAL
"I absolutely love working with your team. They are the most professional and dedicated project managers I've worked with.
They are amazing and dependable, and their knowledge and experience has provided much needed guidance."
Programme Manager,
New Zealand big four bank
DEBT SALE
CASE STUDY
CLIENT: Liberis
SECTOR: Fintech
LOCATION: UK
CLIENT REQUIREMENT
The client had accumulated a back-book of aged debt and wanted to use debt sale as a strategic tool: to sell some aged accounts, test whether debt sale could be economically viable long-term, and learn where in the collections cycle forward flow sales should be introduced.
THE CHALLENGE
It was their first time considering debt sale, so there was no internal precedent or framework.
They needed to segment their portfolio properly to understand pricing, timing, risk, and operational implications.
They required both the one-off sale and guidance for future forward flow strategy, including managing post-sale risks.
OUR APPROACH
01
Analyzed and segmented the debt portfolio to determine optimal sale points
02
Built a business case framework to evaluate potential sale prices
03
Prepared a sale memorandum to showcase the portfolio to potential buyers
04
Identified and engaged appropriate purchasers
05
Managed due diligence and the sales negotiation process
06
Advised on contract operational aspects, risk management, and any put-backs or post-sale issues
THE RESULTS
The first stock sale achieved a fair market value
Identified the optimal point in the collections cycle for introducing forward flow sales
Operational issues after the sale were minimal due to strong contract and process design
Executed a forward flow sale shortly afterwards, establishing a longer-term partnership with a purchaser
IMPACT
Liberis now has confidence in debt sale as a viable strategic tool: they monetized aged debt, have a clear strategy for future sales, and a buyer partnership in place — all while protecting operational stability and limiting risk.
HOW WE CAN HELP YOU
We help organizations maximize returns and protect customer fairness throughout the entire debt sale process.
Our end-to-end service includes:
With over 20 years at the heart of the debt purchase market, our team combines strategic insight, market-leading relationships, and deep industry knowledge to:
  • Enhance sale proceeds
  • Minimize risk
  • Deliver sustainable, compliant outcomes
We manage the full bid cycle from start to finish — so you achieve the best results, with complete confidence.
A CLIENT TESTIMONIAL
“Arum Global did an amazing job in supporting both a back-book debt and flow sale.
They provided both hands on support as well as strategic direction, which meant my team and I could focus on our day jobs and the material items of each deal."
Finance Director, Business lender
MANAGED SERVICE OF TECHNOLOGY
CASE STUDY
CLIENT: Top-tier retail bank
SECTOR: Financial Services
LOCATION: UK
CLIENT REQUIREMENT
A top-tier UK retail bank needed to replace unsupported legacy collections systems running on failing infrastructure, while ensuring a swift migration, cost reduction, and effective change management.
THE CHALLENGE
The migration had a tight timeframe, with significant risks tied to outdated infrastructure and the need for continuous operational stability.
OUR APPROACH
THE RESULTS
  • Modern, reliable collections system fully aligned to business needs
  • Accelerated implementation within the required timeframe
  • Cost savings and reduced infrastructure risk
  • Reduced reliance on internal resources through expert managed service
IMPACT
The client gained confidence that their collections platform was secure, supported, and future-proof — enabling them to focus on core operations while leveraging industry best practice.
HOW WE CAN HELP YOU
Going live with a new debt collection platform is just the start — you need the right team to keep it running, adapt to change, and drive improvements. Building this internally is tough, as skilled resources are scarce and hard to retain. That's why we provide managed services across all leading collections platforms.
Our experts handle configuration, integration, testing, BAU changes, automation, upgrades, and regulatory updates.
You'll get faster results, fewer errors, lower costs, flexible resourcing, and better system performance — without the hassle and cost of managing it in-house.
We help you stay compliant, adopt the latest capabilities, and embed continuous improvement to maximize long-term value and customer experience.
“This project has been a real success, with a well-designed, well-built, well-tested and well-implemented solution (all in record time despite external challenges) that the business can use with confidence, making a difference to the lives of our customers experiencing difficulties."
Programme Director – Breathing Space, Lloyds Banking Group
Analytics as a Service
We help organizations unlock the full value of their data to improve collections performance and decision-making through advanced analytics and predictive modeling.
Data Strategy
Building robust data architectures and integrating internal and external sources
AI Readiness
Ensuring your organization is prepared for future AI capabilities
Predictive Modeling
Identifying customer behaviors, trends, and optimal treatment strategies
Vulnerability Scoring
Distinguishing financial vulnerability from disengagement to ensure fair treatment
Case Study: Major Utility Provider
50K+
Customers segmented using Financial Vulnerability Scoring
33%
Showed little financial vulnerability, enabling targeted collections
£56M
Debt identified from customers with strong ability to pay
Managed Services: Technology & Collections
Managed Service of Technology
Expert support across all leading collections platforms — handling configuration, integration, testing, BAU changes, automation, upgrades, and regulatory updates
Managed Service of Collections
End-to-end operating model covering strategy design, segmentation, execution, and governance — ensuring compliance, efficiency, and better customer outcomes
Technology Benefits
  • Faster results with fewer errors
  • Lower costs and flexible resourcing
  • Better system performance
  • Continuous improvement embedded
Collections Benefits
  • Stronger recoveries through optimization
  • Reduced operational costs
  • Lower program risk
Greater internal capacity
Client Testimonial
"This project has been a real success, with a well-designed, well-built, well-tested and well-implemented solution that the business can use with confidence, making a difference to the lives of our customers experiencing difficulties."
— Programme Director, Lloyds Banking Group
MANAGED SERVICE OF COLLECTIONS
CASE STUDY
CLIENT: Leading Bank
SECTOR: Financial Services
LOCATION: Ireland
CLIENT REQUIREMENT
The bank needed to strengthen its Arrears Support Unit (ASU), ensuring effective operations, robust compliance, higher productivity, and long-term capability in a tightly regulated market.
THE CHALLENGE
  • Day-to-day arrears management required greater efficiency and oversight
  • Compliance with strict regulatory standards had to be assured
  • Sustainable improvements in capability and cost control were essential
OUR APPROACH
  • Delivered a managed service model covering the full collections operation
  • Reviewed processes end-to-end, identifying risks and improvements
  • Introduced IT solutions to boost efficiency and reduce costs
  • Strengthened staff capability with performance frameworks
  • Oversaw suppliers, cost control, and risk management
THE RESULTS
  • €4.2bn mortgage arrears portfolio managed on time and on budget
  • Improved performance through strategy, MI, and incentives
  • Full compliance with Consumer Protection and Mortgage Arrears codes
  • Long-term in-house capability established
IMPACT
The bank enhanced arrears management performance and compliance while building lasting operational resilience and strengthening its market reputation.
HOW WE CAN HELP YOU
Arum Global's Managed Service gives organizations an end-to-end operating model for collections and recoveries. We take on responsibility for strategy design, segmentation, execution, and governance, ensuring compliance, efficiency, and better customer outcomes.
Our approach is flexible:
  • Full Service – We manage the entire collections strategy and operations on your behalf
  • Co-Managed – We oversee strategy and governance while your team retains day-to-day customer engagement
  • Selective – We support in specialist areas such as test management, vendor management, or strategy execution
Benefits include:
  • Stronger recoveries through advanced segmentation and strategy optimization
  • Reduced operational costs by leveraging our expertise and scale
  • Lower program risk with proven governance and compliance frameworks
  • Greater capacity for internal teams to focus on customers and growth
A CLIENT TESTIMONIAL
“Arum Global did a fantastic job of guiding the business through our pre-discovery phase which has set us in very good stead for our managed service.
The experience in the team really shone through. Arum Global are the perfect strategic partner to work with."
Head of Collections & Recoveries,
Multinational utility company
“Arum Global has been a great partner in helping us navigate unique challenges with clarity and expertise.
Following their independent health check of our Debt Manager platform, we've continued working together to strengthen and optimize key areas of our system and support our broader transformation initiatives.
We value their insight, collaboration, and commitment to lasting impact – and we're just getting started."
CBE Group, US leader in debt collection solutions
Marketplace by Arum
The only global procurement platform designed specifically for the collections and recoveries industry — connecting buyers with top-performing technology and service vendors.
For Buyers
  • Browse by category and build shortlists in minutes
  • Review detailed vendor profiles and independent reviews
  • Reach out to vendors directly — all at no cost
For Vendors
  • List your technology or services for free
  • Upgrade to Verified or Approved status for greater visibility
  • Arum Approved status includes full capability review — the only independent accreditation worldwide
Visit now: arummarketplace.com
Client Testimonial
"Arum Global's expertise in credit management across such a diverse client base meant that the feedback we received compounds knowledge and insight that is otherwise hard to obtain. The Arum Product Certification has added real value to our Product Management process."
— Deputy CEO, EXUS
A Message from Our Executive Chair
Jamie Waller
Executive Chair
At Arum Global, we are trusted by the industry's largest brands to help them manage the complex task of collections and recoveries — without compromising their most important asset: their brand.
For over 25 years, we've led some of the largest and most ambitious transformation programs in the industry — from global technology procurement and contracting to full-scale implementation across banks, fintechs, utilities, telcos, collections organizations, and governments.
We design and deliver sophisticated collections strategies and operations across every major sector — powered by analytics, scorecards, and vulnerability models developed by our world-class data science team.
Get in Touch
Ready to lead the future of collections?
Partner with Arum-Global today
Stephen Wright
Sales Director, UK & Canadian Financial Services
☎ +44(0)7786391621
e: stephen.wright@arum-global.com
🌐 arum-global.com
North America
Atlanta Financial Center
3343 Peachtree Rd NE, Suite 145
Atlanta, GA 30326, United States
EMEA
The Poynt
45 Wollaton St
Nottingham NG1 5FW, UK
Australia
97-99 Bathurst St
Ground Flr Ste #1087
Sydney, NSW 2000
Wherever you are in the world, we can help — remotely, onsite, or with a blended approach. Our team has successfully delivered for hundreds of clients, adapting models to fit local markets while maintaining global best practice.
Get in Touch
Author
Stephen Wright
Sales Director Uk & Canada
Stephen Wright
Sales Director, UK & Canadian Financial Services
☎ +44(0)7786391621
e: stephen.wright@arum-global.com
🌐 arum-global.com
North America
Atlanta Financial Center
3343 Peachtree Rd NE, Suite 145
Atlanta, GA 30326, United States
EMEA
The Poynt
45 Wollaton St
Nottingham NG1 5FW, UK
Australia
97-99 Bathurst St
Ground Flr Ste #1087
Sydney, NSW 2000
Wherever you are in the world, we can help — remotely, onsite, or with a blended approach. Our team has successfully delivered for hundreds of clients, adapting models to fit local markets while maintaining global best practice.
GET IN TOUCH
Scan to connect on Linkedin
Ready to lead the future of collections?
Partner with Arum-Global today
James Breadon: Senior Business Development Manager
Mobile: +44 79 3911 5142
Australia
97-99 Bathurst St
Ground Flr Ste #1087
Sydney, NSW 2000