NEXUM Self Service Portal

The Self Service Portal gives customers and debtors secure online access to their accounts at any time of day. They can view balances, make one-off and recurring payments, update contact details, raise disputes and submit payment offers without speaking to an agent. Card payments are powered by Nuvei and support Apple Pay, Google Pay and Open Banking, so customers can pay using whichever method they prefer. An optional AI-powered telephony voice assistant can handle inbound calls, verify identity and complete Income and Expenditure assessments automatically.

The business benefits are substantial. Self-service reduces inbound call volume and cost-to-serve, while extending operating hours to 24/7 without adding headcount. Customers settle accounts faster because the friction of contacting an agent is removed, and conversion rates on outstanding balances tend to rise. Disputes are captured at first touch in a structured format, so resolution times improve. The Income and Expenditure option supports vulnerable customer programmes and regulatory expectations on affordability. The result is lower operational cost, higher recoveries, faster cycle times and a customer experience that better reflects modern expectations.