In the backdrop of the global pandemic Covid-19 that impacted people and businesses, Fintrex Finance Limited strategically adopted a mutually beneficial methodologyto assist and better manage its customers who faced difficulties in repayingtheir financial obligations in the form of loans and advances. The assistance was also extended to those subjected to “recovery action” status in an effort to help and ease the severe economic burden faced.The first step in this direction was to offer amoratorium based on the guidelines issued by the Central Bank of Sri Lankato all those who applied for relief.
Fintrex thentook the extra step of informing andinviting all its customers to obtain the relief being granted through formal written communication, SMS and phone calls.Considering the uncertainty of the pandemic and economic uncertainty in the foreseeable future,Fintrex also decided to proactively initiate a means to help its borrowers by providing financial advice and relief by way ofstructured ‘Customer Care Recovery Clinics’.
This way, collection efforts were carried out in a manner that was advantageous to Fintrex and its customers. Fintrex Finance Limitedhas always been a people centric organization.Its recent ‘Great Place to Work’ certification by renowned ‘Great Place to Work’, the global authority on workplace culture assessmentreflects its commitment to its people and the way in which it conducts business.
This people centricity was also the thought process and driving force behind the “Customer Care Recovery Clinics”.
The goal was to understand the customer who was unable to settle his/her financial obligations, and provide relief via debt restructuring to suit their affordability through mutual agreement and understanding. Fintrex also understood that its impacted customers needed a quick, convenient and timely solution.