Portfolio Segmentation
Define delinquency buckets, product types, risk scores, balances, and priority queues.
4.8
on G2
Free Banking & Lending Template
Download a free collections playbook template in Word, PDF, or Markdown. Or turn any video into collections playbook template with Docsie AI — auto-fills every required field.
Use this template to guide delinquency segmentation, borrower outreach, cure options, and escalation controls.
| Field | Details |
|---|---|
| Category | Banking & Lending |
| Owner | [Team or owner] |
| Version | [Version number] |
| Effective Date | [Date] |
| Review Cycle | [Monthly / Quarterly / Annual / Event-based] |
| Status | [Draft / In Review / Approved] |
Define delinquency buckets, product types, risk scores, balances, and priority queues.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
List allowed channels, timing, scripts, right-party contact rules, and documentation requirements.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
Describe payment plans, deferments, extensions, settlements, repossession, or legal referral criteria.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
Define supervisor review, bankruptcy, deceased borrowers, complaints, SCRA, and hardship routing.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
Include call restrictions, notices, fair treatment standards, consent, and record retention.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
Track roll rates, promise-to-pay kept rate, recoveries, complaints, and agent productivity.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
Define call monitoring, file review, coaching, and corrective action process.
| Item | Details | Owner | Status |
|---|---|---|---|
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
| [Item or requirement] | [Describe the relevant detail, evidence, or decision] | [Owner] | [Open / Complete] |
[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]
Document review conclusions, approvals, unresolved items, and next review date.
| Role | Name | Date | Notes |
|---|---|---|---|
| Preparer | [Name] | [Date] | [Notes] |
| Reviewer | [Name] | [Date] | [Notes] |
| Approver | [Name] | [Date] | [Notes] |
Deploy this playbook when launching collections operations, onboarding staff, or responding to regulatory audits or compliance reviews.
This playbook establishes compliant collection workflows from first delinquency through charge-off, including contact rules and cure options.
Most playbooks fail by omitting channel-specific consent rules, hardship triggers, or agent authority limits during live contacts.
Template Structure
Use this banking & lending template as a starting point, then customize each section to match your internal workflow, evidence, and signoff needs.
Define delinquency buckets, product types, risk scores, balances, and priority queues.
List allowed channels, timing, scripts, right-party contact rules, and documentation requirements.
Describe payment plans, deferments, extensions, settlements, repossession, or legal referral criteria.
Define supervisor review, bankruptcy, deceased borrowers, complaints, SCRA, and hardship routing.
Include call restrictions, notices, fair treatment standards, consent, and record retention.
Track roll rates, promise-to-pay kept rate, recoveries, complaints, and agent productivity.
Define call monitoring, file review, coaching, and corrective action process.
Write a collections playbook for a lending servicing operation. Structure with these Markdown sections:
Define delinquency buckets, product types, risk scores, balances, and priority queues.
List allowed channels, timing, scripts, right-party contact rules, and documentation requirements.
Describe payment plans, deferments, extensions, settlements, repossession, or legal referral criteria.
Define supervisor review, bankruptcy, deceased borrowers, complaints, SCRA, and hardship routing.
Include call restrictions, notices, fair treatment standards, consent, and record retention.
Track roll rates, promise-to-pay kept rate, recoveries, complaints, and agent productivity.
Define call monitoring, file review, coaching, and corrective action process.
| Bucket | Action |
|---|---|
| 1-15 DPD | Reminder SMS and email |
| 16-45 DPD | Agent call queue |
| 46+ DPD | Supervisor review |
One extension may be offered after six on-time payments and verified hardship.
Already have a walkthrough or training video covering this process? Skip manual drafting. Upload the video and Docsie AI generates collections playbook template with every required field populated — ready for review, signoff, or export.
Use the template manually, or let Docsie generate the first draft from source footage.
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Template FAQ
Common questions about downloading and generating a collections playbook template.
Q: What is a collections playbook template?
A: A collections playbook template is a structured document for guide delinquency segmentation, borrower outreach, cure options, and escalation controls.
Q: Is the collections playbook template really free?
A: Yes. The collections playbook template is completely free to download in Word (DOCX), PDF, and Markdown formats. No signup or credit card required to download.
Q: How do I turn a video into a collections Playbook?
A: Upload a process walkthrough, training recording, or screen capture to Docsie. The AI analyzes the video and generates a complete collections Playbook using this template's structure — every required field auto-filled from the footage.
Q: Can I edit the collections playbook template after downloading?
A: Yes. The DOCX format opens in Microsoft Word or Google Docs. The Markdown format imports into Notion, Confluence, Docsie, or any markdown editor. Customize fields, add your branding, and adapt to your internal workflow.