• ScorePlus


    In-House Seminars

Managing Customer Behaviour: Success with Behavioural Score Strategies

Currently in-house only. Business-focus course run by Helen McNab.


To develop credit strategy and analysis skills of Credit Risk Portfolio Analyst and Managers using behavioural scores – from limit setting, transaction authorisation and account promotion through to collections. 


  • Data -driven management
  • Principles for developing behavioural scorecards
  • How to design and evaluate account management and collection strategies
  • How to run successful "test and control” experiments
  • Opportunities for integrating marketing and risk driven strategies


At the end of this two-day seminar, delegates will know how to:

  • Specify behavioural scorecard development parameters to match ‘design to purpose’
  • Set limits to build and regulate customer spend, balancing risk and credit appetite
  • Tailor collections actions according to risk, within the constraints of the Collections operation
  • Design reports to evaluate success
  • Structure experiments to maximise customer understanding

Who should attend

Credit scoring / risk analysts:

  • Involved daily in the development, deployment and monitoring of behavioural credit strategies
  • Ideally with twelve months practical experience

Senior managers:

  • New to the credit risk / operations area
  • Requiring a strategic framework for the deployment of post-acquisition credit strategies

Format and materials

Formal presentations with practical exercises and whole group discussion

Break-out discussion and feedback groups

Seminar manual to take away


2 days

Running this seminar in-house

We can offer this seminar at a date to suit you and tailor it to suit your exact audience.  You can select all the modules as a standard course or substitute modules from other seminars - see the custom planner for options.

For more on course content email training@scoreplus.com

Click here for Pricing

  • Very insightful - tasks really helped me apply my knowledge

  • Really well taught - held my attention

  • Has definitely equipped me better to debate credit strategies more effectively

    Portfolio manager

  • Valuable information - will definitely recommend to a colleague

    Credit risk analyst

  • Great facilitation - explanations clear and relevant

  • Learnt loads - wish I had attended earlier in my career

  • Very pertinent to my business role

    Portfolio manager