Experian® QAS®, a leading provider of address verification software and services, recently released a new benchmark report on the data quality practices of top online retailers. The report revealed that 72 percent of the top 100 retailers are using some form of address verification during online checkout. This third annual benchmark report enables retailers to compare their online verification practices to those of industry leaders and provides tips for accurately capturing email addresses, a continuously growing data point for retailers. To find out how online retailers are utilizing contact data verification, download the complimentary report 2012 Address Verification Benchmark Report: The Top 100 Online Retailers. Source: Press release: Experian QAS Study Reveals Prevalence of Real-Time Address Verification Increasing Among Top Online Retailers.

A recent Experian credit trends study showcases the types of debts Americans have, the amounts they owe and the differences between generations. Nationally, the average debt in the United States is $78,030 and the average VantageScore® credit score is 751. The debt and VantageScore® credit score distribution for each group is listed below, with the 30 to 46 age group carrying the most debt and the youngest age group (19 to 29) carrying the least: Age group Average debt Average VantageScore® credit score 66 and older $38,043 829 47 to 65 $101,951 782 30 to 46 $111,121 718 19 to 29 $34,765 672   Get your VantageScore® credit score here Source: To view the complete study, please click here VantageScore® is owned by VantageScore Solutions, LLC

In Q3 2011, $143 billion – or nearly 44 percent of the $327 billion in new mortgage originations – was generated by VantageScore® A tier consumers. This represents an increase of 35 percent for VantageScore A tier consumers when compared with originations for the quarter before ($106 billion, or 39 percent of total originations). Watch Experian's Webinar for a detailed look at the current state of strategic default in mortgage and an update on consumer credit trends from the Q4 2011 Experian-Oliver Wyman Market Intelligence Reports Source: Experian-Oliver Wyman Market Intelligence Reports. VantageScore® is owned by VantageScore Solutions, LLC.

In my last two posts on bankcard and auto originations, I provided evidence as to why lenders have reason to feel optimistic about their growth prospects in 2012.  With real estate lending however, the recovery, or lack thereof looks like it may continue to struggle throughout the year. At first glance, it would appear that the stars have aligned for a real estate turnaround.  Interest rates are at or near all-time lows, housing prices are at post-bubble lows and people are going back to work with the unemployment rate at a 3-year low just above 8%. However, mortgage originations and HELOC limits were at $327B and $20B for Q3 2011, respectively.  Admittedly not all-time quarterly lows, but well off levels of just a couple years ago.  And according to the Mortgage Bankers Association, 65% of the mortgage volume was from refinance activity. So why the lull in real estate originations?  Ironically, the same reasons I just mentioned that should drive a recovery. Low interest rates – That is, for those that qualify.  The most creditworthy, VantageScore® credit score A and B consumers made up nearly 77% of the $327B mortgage volume and 87% of the $20B HELOC volume in Q3 2011.  While continuing to clean up their portfolios, lenders are adjusting their risk exposure accordingly. Housing prices at multi-year lows - According to the S&P Case Shiller index, housing prices were 4% lower at the end of 2011 when compared to the end of 2010 and at the lowest level since the real estate bubble.  Previous to this report, many thought housing prices had stabilized, but the excess inventory of distressed properties continues to drive down prices, keeping potential buyers on the sidelines. Unemployment rate at 3-year low – Sure, 8.3% sounds good now when you consider we were near 10% throughout 2010.  But this is a far cry from the 4-5% rate we experienced just five years ago.   Many consumers continue to struggle, affecting their ability to make good on their debt obligations, including their mortgage (see “Housing prices at multi-year lows” above), in turn affecting their credit status (see “Low interest rates” above)… you get the picture. Ironic or not, the good news is that these forces will be the same ones to drive the turnaround in real estate originations.  Interest rates are projected to remain low for the foreseeable future, foreclosures and distressed inventory will eventually clear out and the unemployment rate is headed in the right direction.  The only missing ingredient to make these variables transform from the hurdle to the growth factor is time.

Lenders are increasing loans to credit-challenged customers. According to Experian's quarterly automotive credit analysis, 21.87 percent of all new vehicle loans went to customers in the nonprime, subprime and deep-subprime categories. The largest percentage increases were in the two highest-risk segments: deep subprime, which jumped 17.3 percent, and subprime, which jumped 17.8 percent. Nonprime loan share increased 12.5 percent. View our recent Webinar on the state of the automotive market. Source: Experian Automotive's quarterly credit trend analysis. Download the quarterly studies and white papers.  

In 2010, lenders began to change their focus from maintaining to growing portfolios. Most strategies focused on marketing to the least risky tiers of consumers as lenders tested marketing strategies in an unfamiliar economic environment. In 2011, the focus is on expanding that marketable universe and determining how to profitably grow, while managing risk across a spectrum of consumer creditworthiness. Segments of the near-prime consumer population are both ready and able to take on additional debt obligations. View a  webinar to learn how to redefine your credit marketing strategy Source: Universe Expansion

While retail card utilization rates decreased slightly in Q3 2011, retail card delinquency rates increased for all performance bands (30-59, 60-89 and 90-180 days past due) in Q3 2011 after reaching multiyear lows the previous quarter. Listen to our recent Webinar on consumer credit trends and retail spending. Source: Experian-Oliver Wyman Market Intelligence Reports

Experian's recently released study on the credit card and mortgage payment behaviors* of consumers both nationally and in the top 30 Metropolitan Statistical Areas yielded interesting findings. Nationally, since 2007, 20 percent fewer credit card payments are 60 days late, but 25 percent more consumers are paying their mortgage 60 days late. The cities that showed the most improvements to bankcard payments include Cleveland, Ohio; San Antonio, Texas; Cincinnati, Ohio; Dallas, Texas; and Houston, Texas. Cities that have made the least improvements to their credit card payments include Riverside, Calif.; Seattle, Wash.; Tampa, Fla.; Phoenix, Ariz.; and Miami, Fla.  Additionally, the data shows only four cities that improved in making mortgage payments: Cleveland, Ohio; Minneapolis, Minn.; Denver, Colo.; and Detroit, Mich. *All payment data is based on 60-day delinquencies. Learn more about managing credit.  

A study released in October 2011 for the S&P/Experian Consumer Credit Default Indices showed that first mortgage default rates rose to 2.08 percent in October from September's 1.99 percent. Auto loans, second mortgages and bank cards all saw drops in their default rates. Looking at regions, Chicago saw the largest default rate increase, moving from 2.47 percent to 2.64 percent. Miami fell the most, to 4.16 percent, well below the near 19 percent default rate it had a little more than two years ago. Access previous issues of the S&P/Experian Consumer Credit Default Indices. Source: October 2011 S&P/Experian Consumer Credit Default Indices.  

Organizations approach agency management from three perspectives: (1) the need to audit vendors to ensure that they are meeting contractual, financial and legal compliance requirements; (2) ensure that the organization’s clients are being treated fairly and ethically in order to limit brand reputation risk and maintain a customer-centric commitment; (3) maximize revenue opportunities through collection of write-offs through successful performance management of the vendor. Larger organizations manage this process often by embedding an agency manager into the vendor’s site, notably on early out / pre charge-off outsourcing projects. As many utilities leverage the services of outsourcers for managing pre-final bill collections, this becomes an important tool in managing quality and driving performance. The objective is to build a brand presence in the outsourcer’s site, and focusing its employees and management team on your customers and daily performance metrics and outcomes. This is particularly useful in vendor locations in which there are a number of high profile client projects with larger resource pools competing for attention and performance, as an embedded manager can ensure that the brand gets the right level of attention and focus. For post write off recovery collections in utility companies, embedding an agency manager becomes cost-prohibitive and less of an opportunity from an ROI perspective, due to the smaller inventories of receivables at any agency. We urge that clients not spread out their placements to many vendors where each project is potentially small, as the vendors will more likely focus on larger client projects and dilute the performance on your receivables. Still, creating a smaller pool of agency partners often does not provide a resource pool of >50-100 collectors at a vendor location to warrant an embedded agency management approach. Even without an embedded agency manager, organizations can use some of the techniques that are often used by onsite managers to ensure that the focus is on their projects, and maintain an ongoing quality review and performance management process. The tools are fairly common in today’s environment --- remote monitoring and quality reviews of customer contacts (i.e., digital logging), monthly publishing of competitive liquidation results to a competitive agency process with market share incentives, weekly updates of month-to-date competitive results to each vendor to promote competition, periodic “special” promotions / contests tied to performance where below target MTD, and monthly performance “kickers” for exceeding monthly liquidation targets at certain pre-determined levels. Agencies have selective memory, and so it’s vital to keep your projects on their radar. Remember, they have many more clients, all of whom want the same thing – performance. Some are less vocal and focused on results than others. Those that are always providing competitive feedback, quality reviews and feedback, contests, and market share opportunities are top of mind, and generally get the better selection of collectors, team /project managers, and overall vendor attention. The key is to maintain constant visibility and a competitive atmosphere. Over the next several weeks, we'll dive into more detail for each of these areas: Auditing and monitoring, onsite and remote Best practices for improving agency performance Scorecards and strategies Market share competition and scorecards

Findings from the Q2 Experian Business Benchmark Report showed that the amount of delinquent debt has increased significantly for the largest and smallest businesses. Very large businesses (those with more than 1,000 employees) had the greatest shift in percentage of dollars delinquent, shifting from 11.6 percent in June 2010 to 18.2 percent in June 2011, and very small businesses (those with one to four employees) had the greatest shift in percentage of dollars considered severely delinquent, increasing from 9.9 percent to 11.7 percent year over year. Conversely, the Q2 report indicated that mid-size businesses (those with 100 to 249 employees) have shown the greatest improvement in percentage of dollars delinquent and severely delinquent, reducing their debt by as much as 7.3 percent and 35.8 percent, respectively, year over year. Download previous reports and view a visual representation of this data broken down by state in an interactive map. Source: Download the current Business Benchmark Report  

Customers see a data breach and the loss of their personal data as a threat to their security and finances, and with good reason. Identity theft occurs every four seconds in the United States, according to figures from the Federal Trade Commission. As consumers become savvier about protecting their personal data, they expect companies to do the same. And to go the extra mile for them if a data breach occurs. That means providing protection through extended fraud resolution that holds up under scrutiny. Protection that offers peace of mind, not just in the interim but years down the line. The stronger the level of protection you provide to individuals affected in a breach, the stronger their brand loyalty. Just like with any product, consumers can tell the difference between valid protection products that work and ones that just don’t. Experian® Data Breach Resolution takes care to provide the former, protection that works for your customers or employees affected in a breach and that reflects positively on you, as the company providing the protection. Experian’s ProtectMyID® Elite or ProtectMyID Alert provides industry-leading identity protection and, now, extended fraud resolution care. ExtendCARE™ now comes standard with every ProtectMyID data breach redemption membership, at no additional cost to you or the member. With ExtendCARE, the identity theft resolution portion of ProtectMyID remains active even when the full membership isn’t. ExtendCARE allows members to receive personalized assistance, not just advice, from an Identity Theft Resolution Agent. This high level of assistance is available any time identity theft occurs after individuals redeem their ProtectMyID memberships. Extended fraud resolution from a global leader like Experian can put consumers’ minds at ease following a breach. If we can help you with pre-breach planning or data breach resolution, reach out to us via our contact form on our contact page.

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If you attended any of our past credit trends Webinars, you’ve heard me mention time and again how auto originations have been a standout during these times when overall consumer lending has been a challenge.   In fact, total originated auto volumes topped $100B in the third quarter of 2011, a level not seen since mid-2008. But is this growth sustainable?  Since bottoming at the start of 2009, originations have been on a tear for nearly three straight years.  Given that, you might think that auto origination’s best days are behind it.   But these three key factors indicate originations may still have room to run: 1.       The economy Just as it was a factor in declining auto originations during the recession, the economy will drive continued increases in auto sales.  If originations were growing during the challenges of the past couple of years, the expected improvements in the economy in 2012 will surely spur new auto originations. 2.       Current cars are old A recent study by Experian Automotive showed that today’s automobiles on the road have hit an all-time high of 10.6 years of age.  Obviously a result of the recent recession, consumers owning older cars will result in pent up demand for newer and more reliable ones. 3.       Auto lending is more diversified than ever I’m talking diversification in a couple of ways: Auto lending has always catered to a broader credit risk range than other products.  In recent years, lenders have experimented with moving even further into the subprime space.   For example, VantageScore® credit score D consumers now represent 24.4% of all originations vs. 21.2% at the start of 2009.   There is a greater selection of lenders that cater to the auto space.  With additional players like Captives, Credit Unions and even smaller Finance companies competing for new business, consumers have several options to secure a competitively-priced auto loan. With all three variables in motion, auto originations definitely have a formula for continued growth going forward.  Come find out if auto originations do in fact continue to grow in 2012 by signing up for our upcoming Experian-Oliver Wyman credit trends Webinar.  

Part II: Where are Models Most Needed Now in Mortgages? (Click here if you missed Part I of this post.) By: John Straka A first important question should always be are all of your models, model uses, and model testing strategies, and your non-model processes, sound and optimal for your business?  But in today’s environment, two areas in mortgage stand out where better models and decision systems are most needed now: mortgage servicing and loan-quality assurance.  I will discuss loan-quality assurance in a future installment. Mortgage servicing and loss mitigation are clearly one area where better models and new decision analytics continue to have a seemingly great potential today to add significant new value.  At the risk of oversimplifying, it is possible that a number of the difficulties and frustrations of mortgage servicers (and regulators) and borrowers in recent years may have been lessened through more efficient automated decision tools and optimization strategies.  And because these problems will continue to persist for quite some time, it is certainly not too late to envision and move now towards an improved future state of mortgage servicing, or to continue to advance your existing new strategic direction by adding to enhancements already underway. Much has been written about the difficulties faced by many mortgage servicers who have been overwhelmed by the demands of many more delinquent and defaulted borrowers and very extensive, evolving government involvements in new programs, performance incentives and standards.  A strategic question on the minds of many executives and others in the industry today seems to be, where is all of this going?  Is there a generally viable strategic direction for mortgage servicers that can help them to emerge from their current issues—perhaps similar to the improved data, standards, modeling, and technologies that allowed the mortgage industry in the 1990s to emerge overall quite successfully from the problems of the late 1980s and early 90s? To review briefly, mortgage industry problems of the early 1990s were less severe, of course—but really not dissimilar to the current environment.  There had been a major home-price correction in California, in New England, and in a number of large metro areas elsewhere.  A “low doc” mortgage era (and other issues) had left Citicorp nearly insolvent, for example, and caused other significant losses on top of the losses generated by the home prices.  A major source of most mortgage funding, the Savings & Loan industry, had largely collapsed, with losses having to be resolved by a special government agency. Statistical mortgage credit scoring and automated underwriting resulted from the improved data, standards, modeling, and technologies that allowed the mortgage industry to recover in the 1990s, allowing mortgages to catch up with the previously established use of this decision technology in cards, autos, etc., thus benefiting the mortgage industry with reduced costs and significant gains in efficiency and risk management.  An important question today is, is there a similar “renaissance,” so to speak, now in the offing or at hand for mortgage servicers?  Despite all of the still ongoing problems? Let me offer here a very simple analogy—with a disclaimer that this is only a basic starting viewpoint, an oversimplification, recognizing that mortgage servicing and loss mitigation is extraordinarily complex in its details, and often seems only to grow more complex by the day (with added constraints and uncertainties piling on). The simple analogy is this: consider your loan-level Net Present Value (NPV) or other key objective of loan-level decisions in servicing and loss mitigation to be analogous to the statistically based mortgage default “Score” of automated underwriting for originations in the 1990s.  Viewed in this way, a simple question stemming from the figure below is:  can you reduce costs and satisfy borrowers and performance standards better by automating and focusing your servicing representatives more, or primarily, on the “Refer” group of borrowers?  A corollary question is can more automated model-based decision engines confidently reduce the costs and achieve added insights and efficiencies in servicing the lowest and highest NPV delinquent borrowers and the Refer range?  Another corollary question is, are new government-driven performance standards helpful or hindering (or even preventing) particular moves toward this type of objective. Is this a generally viable strategic direction for the future (or even the present) of mortgage servicing?  Is it your direction today?  What is your vision for the future of your quality mortgage servicing?