An Action research on improving delinquency of real estate mortgage loan front end unit of XYZ Bank
Date of Publication
2015
Document Type
Master's Thesis
Degree Name
Master of Business Administration
College
Ramon V. Del Rosario College of Business
Department/Unit
Decision Sciences and Innovation
Thesis Adviser
Jaime Cempron
Defense Panel Chair
Maria Victoria Tibon
Defense Panel Member
Raymund Habaradas
Rachel Quero
Abstract/Summary
This integrative action research aimed to address the recurring issue of XYZ Bank regarding the increasing number of delinquent clients with real estate mortgage loan due to insurance related concerns. This issue is preventing the bank in maintaining a good lending business and good customer relations. Collaboration with the collections department - real estate mortgage loan front-end (REM-FE) unit and key personnel from insurance and human resource training department through brainstorming, dialogues, meetings, email correspondences, and informal discussions were done in the four steps of the action research cycle namely constructing, planning action, taking action and evaluating action. The collaborative efforts resulted to finding out a gap in properly notifying the clients in terms of billed annual insurance premium and collecting the same. The team agreed that the cause is the failure of the insurance department to properly monitor the sending of insurance reminder letter (IRL) before the policys expiry and billing it without notifying the clients. However, upon checking with the concerned department, the problem lies with the clients for not updating their billing address when they transferred to their new collateral address. Since the REM-FE team has no control over the records of the clients, we agreed to focus on a resolution that the team can accomplish such as sending of IRL to clients email address and requesting for change of billing address. Also, we agreed to work on improving our negotiation skills starting with an orientation about insurance and a training activity about handling irate clients and anger management to enact better collections efforts using a win-win conflict management style and by considering the position of both the bank and the clients in the bargaining zone model of negotiation.
Abstract Format
html
Language
English
Format
Electronic
Accession Number
CDTG006509
Shelf Location
Archives, The Learning Commons, 12F Henry Sy Sr. Hall
Physical Description
computer optical disc.
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Recommended Citation
Reyes, B. R. (2015). An Action research on improving delinquency of real estate mortgage loan front end unit of XYZ Bank. Retrieved from https://animorepository.dlsu.edu.ph/etd_masteral/4977