Collections and Recovery Workflow

Post-delinquency treatment: reminders, restructure, settlement, and charge-off handoff

Collections and Recovery Workflow Post-delinquency treatment: reminders, restructure, settlement, and charge-off handoff 01 / Servicing 02 / Treatment 03 / Resolution EX / Charge-off + Recovery Contact Treat Resolve Recovery path Delinquent · past due · Servicing › Contact Delinquent past due Reminders · dunning · Servicing › Contact Reminders dunning Outreach · promise to pay · Treatment › Treat Outreach promise to pay Offer · restructure / settle · Treatment › Treat · decision Offer restructure / settle decision Repayment Plan · agreed terms · Resolution › Resolve Repayment Plan agreed terms Recovered · account cured · Resolution › Resolve · closed Recovered account cured closed Charge-off · write-off · Charge-off + Recovery › Recovery path › Treat Charge-off write-off Agency · 3rd-party recovery · Charge-off + Recovery › Recovery path › Resolve Agency 3rd-party recovery accepted no cure Legend User UI Agent logic Policy Tool action Context / trace

Treatment ladder

  • • Reminders escalate before human outreach
  • • Restructure and settlement are the cure levers
  • • A cured account exits to normal servicing

When treatment fails

  • • No cure triggers charge-off at a policy day count
  • • Charge-off is an accounting event, not the end of recovery
  • • Agency handoff continues collection off-balance-sheet

What to instrument

  • • Roll-rate between delinquency buckets
  • • Promise-to-pay kept vs. broken
  • • Recovery dollars per charged-off account

Workflow diagram • Built with Archify • Create yours ↗ • Hover to trace • R route • Click to focus • +/− zoom • M radar • T theme • E export