Portfolio Recovery

Managing delinquent accounts requires early intervention before delinquency becomes an unrecoverable loss. We manage portfolios from Day 1 of delinquency through charge-off, using multi-channel outreach—including phone calls, personalized letters, secure emails, and compliant digital communication.

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We come in and service your portfolio early, helping your borrowers return to good standing before accounts become too delinquent to manage efficiently.

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Areas of Expertise:

• Personal Loans & Small Dollar Loans: Custom resolution strategies for unsecured credit lines.

• Vehicle Loans: Timely outreach to protect secured auto assets.

• Credit Cards: High-volume recovery tailored to dynamic revolving balances.

• Mortgages: Sensitive, compliant outreach for real estate and home equity loans.

• Small Business Loans: Nuanced solutions for commercial borrowers and small business entities.

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Whether working with borrowers who are temporarily struggling, navigating major life transitions, or uncooperative, our experienced team knows how to de-escalate, problem-solve, and secure payments responsibly.

Your internal collections team is on the front lines of risk management and retention. We bring our 20+ years of industry experience directly into your financial institution to elevate your team’s capabilities.

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• Multi-Asset Class Strategy: Training tailored to the unique collection challenges across consumer, mortgage, vehicle, and small business portfolios.

• Negotiation & Empathy Techniques: Equipping staff to handle tough conversations, overcome objections, and find workable payment arrangements with struggling borrowers.

• Regulatory Compliance: Ensuring your team communicates within full compliance of state and federal collection practices.

Outdated or rigid policies can restrict your staff’s potential and limit your portfolio’s yield. We review, craft, and refine your operational framework to align with modern lending standards and your institution’s strategic goals.

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• Custom Policy Creation: End-to-end development of compliant, scalable collection and recovery workflows.

• Updates & Upgrades: Modernizing your existing policies and procedures to eliminate operational bottlenecks.

• Portfolio & Staff Optimization: Structuring guidelines that empower your team to work efficiently and realize the full recovery potential of your lending portfolio.

Navigating the evolving regulatory landscape requires rigor, precision, and continuous audit oversight. We ensure all recovery activities, staff training modules, and policy frameworks align strictly with federal guidelines and regulatory bodies:

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• NCUA & CFPB Alignment: Full adherence to National Credit Union Administration (NCUA) guidelines, CFPB Debt Collection Rules (Regulation F), and state-level consumer protection laws.

• Fair Collections Practices: Rigorous enforcement of the Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), and Unfair, Deceptive, or Abusive Acts or Practices (UDAAP) rules across all communication channels.

• Data Security & Privacy: Strict protocols aligning with Gramm-Leach-Bliley Act (GLBA) and modern data privacy mandates to safeguard sensitive member financial data.

• Audit-Ready Documentation: Comprehensive, transparent record-keeping and audit trails for every interaction, ensuring your institution remains fully prepared for examination.