Frequently Asked Questions

Question: You are an expert on financial services operations.  What types of financial services?

Answer: Retail credit, mortgage, investment banking and third party collections.

Question: Don't those require different disciplines?

Answer: While there are some differences, basic operations processes are very similar - balancing risk with opportunity, cost control with service levels, efficiency with effectiveness.

Question: You have a strong track record of taking failing programs and turning them into best in class.  What is the secret to your success?

Answer: There is no such thing as a "secret" - at least not in the sense of one big thing that is a quick fix.  It takes rigorous attention to hundreds of little things all working in harmony.  If you neglect any area you might be able to get by for a while, but over time it will catch up with you.  Excellent operations have layers that all need constant attention to keep things humming smoothly. 

Question: Do you have a single driving factor in these great programs you build?

Answer: Outstanding quality! Our people take a lot of pride in their own efforts and in being part of something great rather than just having a job. Customers perceive greater value when quality is high. This not only keeps them coming back, but can actually turn them into advocates. That means that the bottom line gets a boost because word-of-mouth increases sales while reducing the cost of sales. Not only that, but also, high-quality operations reduce the cost of rework and customer service.