A nationally recognized non-profit credit counseling service helping clients manage consumer debt through affordable repayment plans. They negotiate with over 2,000 lenders to reduce monthly payments on various unsecured debts and support individuals facing collections or charge-offs.
Facing challenges related to cost-effectiveness, talent acquisition, scalability, and operational flexibility, the client sought a strategic partner to manage their growing operational demands while maintaining high service quality. They partnered with Epicenter in 2018.
Epicenter provided comprehensive debt management services, handling various aspects of the client’s operations, enabling them to focus on their core mission.
Our partnership with Epicenter has been instrumental in our ability to serve more clients and achieve our mission. Their dedication to quality and efficiency is truly exceptional.
The client faced challenges in maintaining cost-effectiveness, accessing skilled talent in the US market, scaling operations efficiently, ensuring operational flexibility to meet varying time zones, delivering high-quality service, and focusing on their core business objectives.
Epicenter successfully addressed each of these challenges by providing scalable, cost-effective solutions and maintaining high-quality service levels. We achieved significant cost savings, supported a large client base, met all SLAs, maintained high call resolution rates, and facilitated debt freedom for thousands of clients.
Active Clients
Debt Free Clients
SLA Adherence
Resolution Rate
Providing essential support, guiding clients through the debt management process, answering inquiries, and offering personalized financial advice.
Sending SMS reminders, email updates and information to clients about payments and appointments.
Creating tailored debt management plans by assessing clients’ financial situations, negotiating with creditors, and drafting customized proposals.
Handling all payment-related tasks, including allocation, deallocation, disbursements to creditors, and refunds to clients.
Following up on missed payments, addressing NSF (Non-Sufficient Funds) situations, and pursuing payments until resolved.
Consolidating multiple student loans, enrolling clients in government programs for potential loan forgiveness, and managing yearly recertification processes.