Collections · LendEasy Docs

Run a first-party delinquency matter from authoritative signal through compliant contact, promise tracking, payment, relief, and evidence-backed closure.

Collections is a workflow over authoritative loan facts, not a second delinquency calculator. The system of record supplies balance, due obligations, posted and in-flight payments, restrictions, and freshness; the Servicing Plane decides what work is permitted and records what happened.

Harbor at case open

On May 1, 2027, Harbor is 22 days past due. The monitor emits one deduplicated signal:

{
  "customerRef": "412",
  "caseTypeCode": "COLLECTIONS",
  "reasonCode": "DELINQUENCY_SIGNAL",
  "priority": "HIGH",
  "loanRefs": ["7204"],
  "sourceType": "LMS_EVENT",
  "sourceRef": "signal_2027-05-01_HBR"
}

POST /v1/servicing/cases creates or exactly deduplicates the durable matter by source. The response uses numeric caseId and a stable string externalCaseRef.

Lifecycle

LifecycleCollections case

OPENdelinquency signal accepted and deduplicated

CONTACT STRATEGYfresh facts and eligibility required

ARRANGEMENTpayment, promise, or relief tracked

MONITORINGauthoritative outcome awaited

RESOLVEDexit criteria met

CLOSEDoutcome and evidence frozen

CONTACT STRATEGY→RESTRICTEDcease, representation, bankruptcy, dispute, or missing facts

ARRANGEMENT→CONTACT STRATEGYpromise breaks or payment returns

CLOSED→OPENnew qualifying signal preserves prior closure

Operational snapshot

Material decisions freeze a snapshot with provenance:

Fact	Harbor example	Freshness expectation
Days past due	`22`	Current servicing facts.
Amount past due	`$517.14`	Current, net of posted activity.
Payments in flight	`$0.00`	Current rail/intents.
Last posted payment	`2027-03-10`	Authoritative ledger.
Active promise	none	Current servicing record.
Contact budget	3 attempts remaining under configured policy	Real-time interaction history.
Restrictions	none	Highest-freshness control domain.

Stale or missing balance facts may permit a read-only task but fail closed for an amount representation, payment request, or account-changing action.

Contact path

Resolve the customer time zone, destination, purpose, consent, representation, restrictions, debt, and recent interaction history.
Route one task to an eligible worker with POST /v1/servicing/tasks/reserve-next.
Dial now with POST /v1/servicing/calls/outbound, or book a borrower-promised window with POST /v1/servicing/cases/{caseId}/scheduled-callbacks.
Let the owning operation evaluate compliance with current facts immediately before send or dial — for a scheduled callback, the gate runs again at start-call.
Record attempted, blocked, connected, delivered, and opt-out outcomes as interactions.

The standalone /compliance/contact-eligibility planning route is a roadmap contract; current callers do not create a reusable decision and attach it to execution.

LendEasy can encode counsel-approved Regulation F controls, including the telephone-call-frequency presumptions in 12 CFR 1006.14, where applicable or adopted as policy. It does not describe those presumptions as a universal “seven-call allowance,” and a remaining budget never overrides a separate prohibition.

Resolution branches

Customer outcome	Structured record	Money moves?	Follow-up
Pays now	Payment intent	After rail settlement and posting	Monitor posting or return.
Commits to dates	Promise-to-pay	No	Evaluate against posted payments.
Requests relief	Hardship case + projected relief options	No until approved action/payment	Specialist review.
Disputes or reports identity theft	Linked specialist case + restriction	No	Dispute workflow and deadlines.
Gives cease request	Consent/restriction change	No	Contact attempts blocked by scope.
Gives bankruptcy notice	Bankruptcy case + restriction review	No	Specialist evidence and stay controls.

Portfolio view

GET /v1/servicing/reports/collections reads the whole book the way this guide reads one matter: each row joins current LMS financial facts — daysOverdue, delinquencyBucket, overdueAmount, and the financialFactsSource that supplied them — to servicing state such as promiseState, contactIntensity, remainingContactCapacity, nextPermittedContactAt, and contactBlocked.

That makes it possible to plan a day’s outreach against who is actually contactable, filtering by bucket, overdue range, promise state, or next permitted contact window. It does not authorize anything: the owning operation still evaluates policy with current facts immediately before send or dial, and can block a contact this report listed as permitted. See Servicing reports.

Closure

“Agent finished the task” is not a closure criterion. A case resolves when the configured authoritative outcome exists—for example, the amount past due becomes zero, an approved relief arrangement takes effect, or work transfers to a specialist matter. Closure records the outcome, reason, final fact snapshot, unresolved links, and evidence package.

Follow the runnable Handle a delinquency case recipe for Harbor.

This guide describes configurable platform controls, not legal advice or a conclusion that a particular debt, actor, channel, or communication falls under a specific law.