| Context: In recent years, the Government has paid special attention to consumer lending activities and debt collection. Therefore, controlling the list of phone numbers which rises complaints in the collection is really urgent and necessary. Proposal: If a complained phone number is eligible for deletion according to the Customer Service’s policy (CS), FE Credit will have a tool to completely remove that phone number from the system. For example: A department will be in charge of adding the list of phone numbers to be removed from the main system. The remaining systems will automatically update. From there, when a CS/Collection staff access any systems, he/she will be informed and will not call the customer’s old phone number anymore. Benefits: This thorough control will help minimize complaints about calling people who are not related to credit contracts, limit re-complaints or escalating complaints, and protect of FE Credit brand. |
Context: Lots of customers usually press decline when they see a strange number calling, even if it’s a landline number. This makes it very difficult for FE Credit to contact customers, especially for underwriting or customer service. Proposal: Use a voice brand name service that displays “FE Credit” for the phone number being used to […]
Context: Today, most young people fall into a dilemma in which they want to have a monthly saving but hard to do it. The reason is that they don’t have a habit/tool to control their spending. Proposal: Build a smart spending feature on UBank application. Accordingly, the monthly amount transferred to UBank account will be […]
Context: FE Credit facebook fanpage is one of the company’s main online marketing channels. However, currently, it seems still to be one-way content with no real connection with customers. Proposal: Implement the following activities/content to optimize fanpage content:1. Stop using clone accounts to comment. These fake comments (200-300 comments per post) result in inaccurate reporting, […]
Context: Whenever there is a personnel change in a project/department, it often happens that the old personnel did not fully hand over, the new one does not understand the whole working process, so they make many mistakes. It takes time and affects employee’s performance. Proposal: Each department creates a knowledge page of their working process. […]
Context: Currently, associating with the Board of Directors or Trade Union, B@W BDE regularly organizes many events at enterprises to introduce B@W products. These events are held on a large scale, attracting a huge number of employees. Proposal: B@W will link up with other Product Owners to introduce, marketing, and direct cross-sell other FE Credit’s […]
