Helping Businesses enhance their Financial Hardship Process

Helping Businesses enhance their Financial Hardship Process: How Access Mercantile, through its integrated collection model is redefining Financial Hardship assistance!

Increased attention and sometimes formal action taken by ASIC highlights against financial institutions highlights the importance of managing customer hardship cases in a timely, efficient, and effective way. Responding to customer hardship requests on time and maximising ‘every available opportunity’ to resolve open cases is paramount for financial institutions whilst they also navigate stringent regulatory frameworks.

Access Mercantile Services is uniquely positioned to help.
At Access we’re supporting clients in:

Hardship resourcing – Whether addressing seasonal spikes in hardship cases or handling unique portfolio needs, our flexible approach ensures businesses have the skilled resources they need when they need them most.

Hardship engagement – Our ‘knock2Engage’offerng provides additional confidence of best endeavours to engage with customers. This is particularly useful where customers have identified hardship and have been unresponsive to traditional communication methods. Knock2Engage adds a personal touch by facilitating a professional face to face customer contact to better understand the customer’s circumstances and foster meaningful dialogue. This approach ensures that even in challenging situations, customers feel heard and supported also providing the financial institution with the comfort that they have really strived for case resolution by facilitating a personal visit when all else has failed.

Building Trust Through Proactive Customer Engagement
At Access, we believe that every interaction is an opportunity to strengthen relationships. By prioritising timely responses, transparent communication, and compassionate engagement, we help our clients build trust with their customers—turning moments of difficulty into opportunities to enhance loyalty and customer retention.

In today’s fast-evolving regulatory landscape, organisations need partners who can work with them to test and learn new ways of working, new, and innovative thinking to better serve their customers whilst delivering against core compliance requirements. Access Mercantile Services is proud to be that partner, empowering businesses to thrive while supporting their customers through financial hardship.

If your organisation is looking to enhance its approach to hardship management, we’re here to help. Let’s work together to ensure your customers receive the care they deserve.