Overview & Challenge

In markets where pre-authorized debit doesn’t exist, loan repayments can be inconsistent and difficult to manage. A Caribbean-based lending company was using cash, cheques, and manual bank transfers—each initiated by the customer.

Without control over repayment timing, the company had to rely on customers to act. This often led to delayed payments, unpredictable cash flow, and more manual work for staff handling exceptions.

 

My Approach

I explored the local banking infrastructure and uncovered a partnership between one of the country’s banks and a U.S based payment gateway. Using this, I designed a recurring card payment process that could be initiated directly by the company.

I worked with the team to:

  • Integrate the loan management system with the payment gateway

  • Design a flow where customers could opt into recurring card payments

  • Ensure payments were triggered automatically on the due date

Results & Impact

By shifting repayment initiation from the customer to the system, I helped the business modernize operations, reduce friction, and unlock new opportunities for growth and scale.

 

📈 Over 85% of new loans enrolled in recurring payment plans within 6 months

📉 Delinquency rate dropped from 25% to 8% within the first year

💸 Operational costs reduced by 40% due to decreased manual collections and follow-ups

⏱️ Customer payment processing time cut from several days to instant authorization

💳 Customers who used recurring payments improved their credit scores by an average of 15 points, qualifying them for larger loans

🤝 Customer satisfaction scores increased by 20% due to ease and reliability of payments

 

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