Fair debt collection: The person behind the debt.

For many people, debt collection companies and social responsibility are not regarded as a compatible combination, which is essentially due to the fact that debt collection is often accompanied by conflict. In order to do justice not only to its own customers, but also to defaulting consumers, the EOS Group constantly asks itself the question: What form does fair treatment of these consumers take?

In response to this question, EOS has devised five principles for fair and responsible treatment, which will apply henceforth to every employee in the Group. Under the terms of this international policy, EOS is committed to using simple and straightforward language, and to acting in a responsible and tactful manner.

Several national initiatives are also in place across the individual subsidiaries, which cater to the local needs of defaulting consumers and support them in finding sustainable debt relief. The focus of these initiatives is on providing services that are aimed at protecting vulnerable defaulting consumers. People in financial distress due to serious illness are among those considered vulnerable.

A work case that moved her personally? Cristina Pasere, Compliance Operations Support Manager at EOS in Romania, doesn’t have to think too long. There was a father with debts whose son had a rare disease and had to undergo expensive treatment abroad. “The family needed all the money they had for that,” says Cristina. “The father had no idea how he was going to manage to pay off his debts at the same time.” For Cristina, fateful circumstances like this are not just reasons to show empathy, but a concrete job to be done. “Our task is to ask ourselves: how we can help?” To be able to deal with situations like this, the EOS colleagues in charge of these cases are trained appropriately. “Anyone who deals with such twists of fate requires empathy and tact,” says Christina, adding, “Many people are uncomfortable talking about their situations.”

The reasons for debt crises are manifold. Health problems, as in the case from Romania described above, job loss, divorce, and a partner’s death are all examples. And sometimes, many factors come together. 

As was the case handled by Genny Bollinger, who works as a Debt Restructuring Specialist at EOS in Switzerland: “The indebted consumer had planned on starting a company with his wife at the time. Then his partner left the country and took the money they had saved for this with her. It was clear that he could not see a way out,” says Genny.

 “It always depends on the circumstances of the specific case,” Genny continues. For the man from Switzerland who was robbed of his money by his ex-partner, the solution was a payment plan that allowed him to become debt-free in less than four years. “He was extremely relieved,” says Genny: “You could tell that this was a silver lining for him.” 

 “There are situations in which people are not able to pay off their debts, even if this could have serious consequences,” says Belén Barreiro, Contact Center Agent at EOS in Spain. “If you increase the pressure in these situations, you achieve nothing besides making things worse.” For EOS personnel, evaluating all aspects of these sensitive cases requires not only a lot of effort but also psychological strength. “All team members must learn that the fateful circumstances they are dealing with are personally stressful,” says Belén. “At the same time, it is enormously satisfying because we see that we can really make a difference with our work.” It’s shown that most people try to meet their obligations, if you give them the room they need to do so.”

While severe financial hardship tends to be an exception, many defaulting consumers value the ability to manage payment processes quickly and anonymously. Digital portals therefore provide them with the means to resolve their concerns using the self-service principle and without the need to engage an EOS employee. A direct payment can be made quickly and conveniently without having to log in. At EOS in Germany, for example, when concluding an installment payment, the amount can be set using a slider on a smartphone or computer. An extensive range of payment options are available, including credit card, Apple Pay, or PayPal. The aim is to make an unpleasant situation as pleasant as possible for those involved – and also to show that debt collection and social responsibility are not mutually exclusive.