Vault Outsourcing Treats Collections as a Craft

Collections, done as a specialty

Vault describes collections as work that fails when it is forced into a call centre model built for volume. Its leadership team says it has decades of practical experience running collections teams onshore and offshore. It recruits for specific skills: reading delinquency curves and receivables ageing, skip tracing, analysing write offs and meeting regulatory requirements.

It also screens for something harder to measure. Vault argues that a collections agent who handles every call by the script creates resistance. So it assesses candidates for emotional intelligence and judgement under pressure before they are placed. In the Philippines, it notes, a career in collections is well respected, and the right training and supervision turn that into results.

Security and compliance built in

Because its clients handle credit files and customer money, Vault leads with its certifications. It received ISO 9001 for quality management and ISO 27001 for information security in November 2022. It is accredited by PEZA in the Philippines and is a member of the Australian-New Zealand Chamber of Commerce in the Philippines. It says its processes are built around Australian regulators' expectations, including those of APRA and ASIC.

Growing its own leaders

Vault's leadership story includes one of its own. Beryl Fauni joined ten years ago as a collections agent and now helps lead the company as Chief Operating Officer. She and Dean Hutton cut the ribbon together on Vault's newer office at Insular Life Corporate Centre in Muntinlupa, in the south of Metro Manila.