Santander Revamps Collection Incentives Amid Discrimination Claims | Auto Finance News Santander Revamps Collection Incentives Amid Discrimination Claims | Auto Finance News
Auto Finance News
Subscribe
  • Home
  • News
    • All News
    • Exec of the Year
    • Innovation & Technology
    • Management
    • Compliance & Regs
    • Risk Management
    • Capital & Funding
    • Powersports
  • Events
    • DEMOvation Challenge
    • Auto Finance Summit
    • Auto Finance Innovation Summit
  • EXCELLENCE
    • Best Practices
    • Topics
      • Compliance
      • Customer Experience
      • Technology
    • White Papers
    • Glossary
  • Magazine
    • Latest
    • Magazine Issues
  • Podcast
  • Data
    • Lender Ranking
    • Fixed Rate Outstandings at Banks
    • Securitizations
    • Market Share Monitor
AFN PLUS
Friday, February 26, 2021
Log In
No Result
View All Result
Auto Finance News
  • Home
  • News
    • All News
    • Exec of the Year
    • Innovation & Technology
    • Management
    • Compliance & Regs
    • Risk Management
    • Capital & Funding
    • Powersports
  • Events
    • DEMOvation Challenge
    • Auto Finance Summit
    • Auto Finance Innovation Summit
  • EXCELLENCE
    • Best Practices
    • Topics
      • Compliance
      • Customer Experience
      • Technology
    • White Papers
    • Glossary
  • Magazine
    • Latest
    • Magazine Issues
  • Podcast
  • Data
    • Lender Ranking
    • Fixed Rate Outstandings at Banks
    • Securitizations
    • Market Share Monitor
AFN PLUS
Log In
No Result
View All Result
Auto Finance News
No Result
View All Result

Santander Revamps Collection Incentives Amid Discrimination Claims

William Hoffman by William Hoffman
January 16, 2018
in Innovation & Technology, News Feed, Risk Management
Reading Time: 2min read
© Can Stock Photo / karenr

Santander Consumer USA has decided to “reevaluate” its incentive structure for collection and customer service staff, following pressure from employee protests and a Congressional letter.

Starting Jan. 1, the lender stopped using customer service recording tool CallMiner as the primary source for calculating employee performance incentives, according to an internal email provided to Auto Finance News.

Workers claimed the system, which uses voic

e-recognition technology to analyze collection calls for quality and regulatory control, unfairly gauged employee performance based on gender and dialect. For example, the system allegedly recognized male voices more clearly than female voices and would misunderstand employees who speak English as a second language or those who have regional accents, according to a report by the AFL-CIO and National Employment Law Project released in summer 2017.

Santander confirmed to AFN that these issues are reviewable with a human supervisor, however, a customer service employee who wished to remain anonymous said the reviews do not change scorecards, which ultimately determine incentive pay.

Additionally, 32 members of Congress signed a letter in November 2017 addressed to Santander Consumer Chief Executive Scott Powell asking for information on the precautions the company has taken to ensure that protected classes are receiving equal treatment or to suspend the program until they have.

Santander acknowledged the voice recognition problems have occurred, a company spokeswoman told AFN. Although Santander will continue to use CallMiner to monitor compliance, the company has been redesigning its incentive structure since last year and will take the next three to six months to finalize it, the company said in the email.

CallMiner is still a “valuable tool” for assessing employee performance as well as ensuring dialer compliance, the spokeswoman added. “If they keep CallMiner in place, I’d like to see where it can be disputed and not make it the ultimate say so,” the employee said.

Tags: CallMiner
Previous Post

BMW Motorrad Reports Record Sales, Unveils New Incentive

Next Post

Chase Auto Reports ‘Stable’ Volume Growth as Losses Dip in 4Q

Related Posts

Five questions with … Chase Auto Chief Executive Peter Muriungi
Auto Finance Excellence

Five questions with … Chase Auto Chief Executive Peter Muriungi

February 26, 2021
TrueCar forecasts 16M SAAR in 2021 
Management

Work-from-home, e-commerce trends to continue through ’22, executives say

February 26, 2021
compliance top 5 stories
Compliance & Regulation

AFSA 2021: Dems on the Hill prioritize federal all-in interest rate cap

February 25, 2021
Next Post

Chase Auto Reports 'Stable' Volume Growth as Losses Dip in 4Q

Leave a Reply Cancel reply

Your email address will not be published.

By subscribing you agree to our Terms of Use and Privacy Policy

Latest Magazine Issue

INNOVATION & TECHNOLOGY

Digital lending lags despite consumer expectations

Digital lending lags despite consumer expectations

February 22, 2021
New Webinar Offers Tips for How Lenders Should Adapt to Digital Disruption

Auto Finance Innovation Summit pre-conference survey now open

February 22, 2021

CORONAVIRUS

CPS sees decline in Q4 originations amid low-interest competition

CPS sees decline in Q4 originations amid low-interest competition

February 24, 2021
Subprime sinks in Q3, auto originations move closer to pre-pandemic levels

Subprime sinks in Q3, auto originations move closer to pre-pandemic levels

February 19, 2021

SPONSORED

Collateral Protection Insurance (CPI): What is CPI and what does it do?

Collateral Protection Insurance (CPI): What is CPI and what does it do?

January 8, 2021
US auto sales poised for crash after slowest pace in a decade

Driving Customer Loyalty, Retention After Total Loss

December 9, 2020
When tough times hit, proactive strategies pay

When tough times hit, proactive strategies pay

November 2, 2020

About

ABOUT US

PRIVACY TERMS

ADA COMPLIANCE

CODE OF JOURNALISM ETHICS

Contact Us

ADVERTISE

HELP CENTER

EMAIL SIGN UP 

Follow Us

twitter twitter linkedin podcast

©2021 Royal Media & Auto Finance News

No Result
View All Result
  • Home
  • News
    • All News
    • Exec of the Year
    • Innovation & Technology
    • Management
    • Compliance & Regs
    • Risk Management
    • Capital & Funding
    • Powersports
  • Events
    • DEMOvation Challenge
    • Auto Finance Summit
    • Auto Finance Innovation Summit
  • Excellence
    • Best Practices
    • Topics
      • Compliance
      • Customer Experience
      • Technology
    • White Papers
    • Glossary
  • Magazine
    • Latest
    • Magazine Issues
  • Podcast
  • Data
    • Lender Ranking
    • Fixed Rate Outstandings
    • Securitizations
    • Market Share Monitor
  • +PLUS
  • SUBSCRIBE
  • Log In / Account

© 2020 Royal Media

Go to mobile version