Balancing Sensitivity and Performance in Bereavement Operations

At a Glance

A leading UK bank and credit card issuer operated a dedicated bereavement centre responsible for  managing deceased cardholder accounts, including administrative processing and follow-up. While representatives were highly knowledgeable and empathetic in supporting grieving family members, many existing workflows were contributing to complaints and reputational damage.

Following a successful pilot, Phillips & Cohen transformed the organisation’s end-to-end bereavement credit card response process—improving net recoveries fivefold, enhancing the customer experience, and setting new standards across the bank.

“We have been impressed by Phillips & Cohen’s empathic and professional approach in a very sensitive market. They have been very flexible in accommodating requests to manage data transfers to our requirements, working with us to ensure all letters comply with our high customer service standards and adhering to all the compliance initiatives that are part of today’s collections industry.” ~ Site Manager