Collections
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:
{
"caseType": "collections",
"customerId": "412",
"loanIds": ["7204"],
"source": "delinquency_monitor",
"sourceReference": "signal_2027-05-01_HBR",
"reasonCode": "installment_past_due",
"priority": "high"
}POST /v1/servicing/cases creates or returns the durable matter. Repeated monitoring signals update its context and timeline rather than creating a new case each morning.
Lifecycle
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.
- Evaluate the proposed channel with
POST /v1/servicing/compliance/contact-eligibility. - Route one task to an eligible worker.
- Re-evaluate immediately before send or dial.
- Record attempted, blocked, connected, delivered, and opt-out outcomes as interactions.
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. |
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.