Arrow Global regards itself as being a leader in its approach to customer-focused collections. Rather than being reactive, Arrow Global utilises data and analytics to move accounts into the appropriate channel to ensure that customers are offered the suitable solution for their individual circumstances. This unique “quality assurance” approach limits the chances of customers having negative interactions with either Arrow Global or its agency network.
Coupled with this data-driven approach, Arrow Global’s customer services team seeks to resolve any issues raised by customers in the most efficient manner possible. Arrow Global is committed to recruiting, cultivating and maintaining a team that places the business on the cutting edge of the industry.
Arrow Global’s network of agencies is overseen by a team of dedicated managers, who spend time on site with each agency on a regular basis. Site visits consist of detailed case examination, as well as hands-on analysis of any issues and identification of opportunities for process enhancement. This model encourages agility, constant improvement and enhanced performance while ensuring alignment with Arrow Global’s business model and commitment to treating customers fairly.
Compliance focus
Arrow Global’s business model is underpinned by a strong focus on compliance and information security, as well as a fundamental recognition that the only way to safeguard Arrow Global’s name is to protect the reputation of clients and treat customers fairly.
Arrow Global’s intention is to facilitate compliance through the use of Arrow Global’s industry leading data analysis and segmentation techniques. Via this data management process, Arrow Global strives to be the best company in the UK for ensuring the correct individual is contacted, and a suitable solution is available to each customer. The goal of this approach is to minimise potential errors, which is critical in any event, but especially in light of the volume of customers Arrow Global serves. Furthermore, exacting data management ensures that Arrow Global’s business model is highly scalable while maintaining a focus on compliance.
- Fair Treatment of Customers
Arrow Global aspires to treat all customers fairly, a goal that is assisted by Arrow Global’s business model and philosophy of managing each account at the account level. Intensive data enhancement and analysis enable Arrow Global to tailor an appropriate plan for each account in light of each customer’s circumstances.
- Industry Leadership
Arrow Global has a strong reputation in the credit services industry; playing a market-leading role is core to the business’ mission and values. Arrow Global is an active member of both the Credit Services Association (CSA) and the Debt Buyers and Sellers Group (DBSG), the two main industry bodies. Arrow Global’s founder and executive director, Zach Lewy, is chairman of the DBSG, while Andrew Birkwood, chief investment officer, serves as a director and treasurer of the CSA; both are heavily involved in shaping industry policy.
- Information Technology
As a data driven business, a cornerstone of Arrow Global's capabilities and a key element of competitive advantage is a robust, secure, scalable and highly efficient IT technology infrastructure. Arrow Global is committed to maintaining the highest standards as regards data protection, client information and information security. Policies are in place across the business and this remains a board level priority within Arrow Global.