Samenvatting

This Advisory Report provides a set of three evidence-based recommendations to further improve the creditworthiness assessment of Postbank Personal Finance. Bulgaria has a highly competitive consumer finance market subject to strict BNB and EBA rules. Consultants' inconsistent access to CCR, borderline case handling, and communication of refusals to customers increase processing time as well as dissatisfaction.

The package includes: (1) structured CCR dashboards for consultants showing loan detail and arrears, (2) structured traffic-light criteria checklists for consistent borderline reviews, and (3) standard compliant templates for clear refusal explanations - speeding up the process, reducing rework and improving satisfaction. The toolset can be rapidly integrated into PB PF's 12-week integration with Eurobank to maintain its market leadership position.

The advisory report is based on regulatory and market desk research and qualitative input from internal and external experts that ensured that the presented recommendations are evidence based and comply with European and Bulgarian requirements for responsible lending. In addition, throughout the design process, the Suitability, Acceptability and Feasibility (SAFe) criteria were applied to the recommendation package as a whole. This ensures that the recommendation is aligned with PB Personal Finance's company strategy, is acceptable to relevant stakeholders and can be implemented under existing organisational and confidentiality constraints.