Recipes›Servicing›Handle a delinquency case

Handle a delinquency case

Run a first-party Harbor collections matter from signal through compliant contact and a tracked payment promise, with current facts and evidence at every boundary.

Time

~12 min

Surface

Servicing Plane

Steps

Gate

Reg F · consent · restrictions · identity

EndpointsPOST /v1/servicing/casesPOST /v1/servicing/compliance/contact-eligibilityPOST /v1/servicing/queues/{queueId}/tasks/reserve-nextPOST /v1/servicing/interactionsPOST /v1/servicing/cases/{caseId}/promisesGET /v1/servicing/cases/{caseId}/timeline

On May 1, 2027, Harbor is 22 days past due. This workflow applies whether the Lending Core supplies facts natively or a configured core binding supplies them.

Open or deduplicate the matter

Durable context

POST/v1/servicing/cases

curl -X POST "$BASE/v1/servicing/cases" \
  -H "Authorization: Bearer $TOKEN" \
  -H "Content-Type: application/json" \
  -H "Idempotency-Key: harbor-collections-signal-2027-05-01" \
  -d '{
    "caseType": "collections",
    "customerId": "412",
    "loanIds": ["7204"],
    "source": "delinquency_monitor",
    "sourceReference": "signal_2027-05-01_HBR",
    "reasonCode": "installment_past_due",
    "priority": "high"
  }'

{
  "caseId": "case_HBR_COL_51",
  "caseType": "collections",
  "status": "open",
  "stage": "contact_strategy",
  "queueId": "queue_early_collections",
  "nextAction": "evaluate_contact_eligibility",
  "version": 6
}

The configured deduplication key prevents a daily delinquency signal from creating a daily duplicate case.

Evaluate contact eligibility

Point-in-time decision

POST/v1/servicing/compliance/contact-eligibility

curl -X POST "$BASE/v1/servicing/compliance/contact-eligibility" \
  -H "Authorization: Bearer $TOKEN" \
  -H "Content-Type: application/json" \
  -H "Idempotency-Key: contact-check-hbr-2027-05-01T1000" \
  -d '{
    "caseId": "case_HBR_COL_51",
    "customerId": "412",
    "loanId": "7204",
    "channel": "voice",
    "purpose": "collections",
    "contactPointId": "513",
    "requestedAt": "2027-05-01T10:00:00-07:00"
  }'

The response is structured: allowed, blocked, approval_required, or missing_facts; it includes the facts used, their freshness, cited rule versions, remaining call capacity, and an expiry. A planning decision never authorizes a later dial by itself.

Reserve work atomically

POST/v1/servicing/queues/queue_early_collections/tasks/reserve-next

curl -X POST "$BASE/v1/servicing/queues/queue_early_collections/tasks/reserve-next" \
  -H "Authorization: Bearer $TOKEN" \
  -H "Content-Type: application/json" \
  -H "Idempotency-Key: reserve-next-worker-ana-4-1000" \
  -d '{
    "workerId": "worker_ANA_4",
    "skills": ["collections", "english"],
    "reservationSeconds": 120
  }'

Reservation prevents two workers from acting on the same task. It expires automatically if not accepted.

Execute the contact

Re-checked at dial

POST/v1/servicing/interactions

curl -X POST "$BASE/v1/servicing/interactions" \
  -H "Authorization: Bearer $TOKEN" \
  -H "Content-Type: application/json" \
  -H "Idempotency-Key: hbr-call-attempt-2027-05-01-1" \
  -d '{
    "caseId": "case_HBR_COL_51",
    "direction": "outbound",
    "channel": "voice",
    "purpose": "collections",
    "contactPointId": "513",
    "content": { "scriptVersion": "collections-opening-v5" }
  }'

Immediately before dialing, LendEasy refreshes restrictions, consent, local time, contact history, litigation/representation signals, and debt state. A cease request or posted payment that arrived after step 2 blocks execution and records why.

Record Maya's commitment

Guardrail checked

POST/v1/servicing/cases/case_HBR_COL_51/promises

Maya commits to $260.00 on May 8 and $257.14 on May 22. The promise tracks expectations; it does not debit her account.

curl -X POST "$BASE/v1/servicing/cases/case_HBR_COL_51/promises" \
  -H "Authorization: Bearer $TOKEN" \
  -H "Content-Type: application/json" \
  -H "Idempotency-Key: hbr-promise-2027-05-01" \
  -d '{
    "loanId": "7204",
    "commitments": [
      { "amount": "260.00", "dueDate": "2027-05-08" },
      { "amount": "257.14", "dueDate": "2027-05-22" }
    ],
    "sourceInteractionId": "int_HBR_CALL_91",
    "borrowerConfirmedAt": "2027-05-01T10:18:42-07:00"
  }'

Verify the evidence chain

GET/v1/servicing/cases/case_HBR_COL_51/timeline

The timeline joins the signal, case version, task reservation, planning and execution-time compliance decisions, interaction outcome, and promise. Confirm causal IDs and timestamps rather than inferring chronology from separate lists.

curl "$BASE/v1/servicing/cases/case_HBR_COL_51/timeline?pageSize=50" \
  -H "Authorization: Bearer $TOKEN"

This documentation describes product controls, not legal advice. Configure counsel-approved federal and state rules for your products, jurisdictions, communication purposes, and operational model.