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Concurrent Session 2.2 - Smart Onboarding: Enhancing Customer Experience While Mitigating Risk

Tracks
Track 2
Thursday, October 17, 2024
12:15 PM - 1:00 PM
Ballroom 2

Details

Join Neill and Richard for an insightful panel discussion featuring industry leaders Mary Petreski (Campaign Agent), Carole McTavish (AU Post), and Darren Tran (MoneyPlace) as they delve into the delicate balance of enhancing customer experience while mitigating risk. This session will explore the challenges credit managers face in maintaining customer satisfaction throughout the credit assessment process, while leveraging the latest technology and data-driven strategies to safeguard against risk. Gain valuable insights into how best practices can help streamline onboarding, optimise decision-making, and improve the overall customer journey in today’s competitive landscape.


Speaker

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Mr Neill Borg
Country Manager - AU
DecisionOK

Smart Onboarding: Enhancing Customer Experience while mitigating risk

Biography

Country Manager - AU, DecisionOK Neill has been immersed in the credit industry for a decade, starting in consumer lending at St George Bank, followed by a six-year tenure at CreditorWatch, a leading Australian Credit Bureau. He now specialises in customer onboarding, credit decisioning, and loan origination, with a strong emphasis on digital transformation and technology. Neill possesses a comprehensive understanding of the end-to-end credit, underwriting, and customer onboarding processes across both the trade credit and financial services sectors.
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Mr Richard Brooks
Chief Commercial Officer
DecisionOK Pty Limited/Credisense Limited

Smart Onboarding: Enhancing Customer Experience while mitigating risk

Biography

Richard Brooks is the cofounder and Chief Commercial Officer of DecisionOK by Credisense. With 17 years of experience in the credit industry, Richard has held senior roles at Dun & Bradstreet and CoreLogic. His background, ranging from business credit analysis and collection processes to bureau data management and technology platforms, has provided him with a deep understanding of the entire credit lifecycle, including underwriting, origination, and decisioning processes. A long-serving participant in the credit and technology sectors within Australasia, Richard has consulted with companies across a diverse range of markets and industries.
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Ms Carole McTavish
National Credit Manager
Australia Post

Smart Onboarding: Enhancing Customer Experience while mitigating risk

Biography

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Mrs Mary Petreski
Head of Customer Payments
CampaignAgent

Smart Onboarding: Enhancing Customer Experience while mitigating risk

Biography

Head of Customer Payments, Campaign Agent Mary is a highly experienced and proficient Credit Manager with over 20 years in the Credit industry. Bringing a detailed-oriented-compliance driven and best practice approach with a focus on building and leading teams, contributing to the financial stability and company objectives. Mary’s experience spans across multiple industries in both Consumer and Commercial Credit. In addition to Credit Management, Mary has led multiple integration projects, proving her ability to execute strategies that deliver measurable outcomes. Her focus on Lean strategies and system integrations has delivered exceptional results. Mary is our current VIC/ TAS President in 2024 and 2025 and holds a Fellow Membership with AICM.
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Mr Darren Tran
Senior Risk Manager
MoneyPlace

Smart Onboarding: Enhancing Customer Experience while mitigating risk

Biography

Head of Risk and Compliance at MoneyPlace
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