Collections Playbook

Use this template to guide delinquency segmentation, borrower outreach, cure options, and escalation controls.

Template Metadata

Portfolio Segmentation

Define delinquency buckets, product types, risk scores, balances, and priority queues.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Contact Cadence

List allowed channels, timing, scripts, right-party contact rules, and documentation requirements.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Cure and Workout Options

Describe payment plans, deferments, extensions, settlements, repossession, or legal referral criteria.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Escalation Rules

Define supervisor review, bankruptcy, deceased borrowers, complaints, SCRA, and hardship routing.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Compliance Requirements

Include call restrictions, notices, fair treatment standards, consent, and record retention.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Performance Reporting

Track roll rates, promise-to-pay kept rate, recoveries, complaints, and agent productivity.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Quality Assurance

Define call monitoring, file review, coaching, and corrective action process.

Notes

[Add context, assumptions, exceptions, evidence links, screenshots, calculations, or reviewer comments.]

Review and Signoff

Document review conclusions, approvals, unresolved items, and next review date.