Days-past-due (DPD) segmentation
We segment accounts by DPD bucket, product, risk, and your treatment rules, so each enters the right queue on time.
Firefly CollectionsOS · Arrears and Collections Operations
We work the arrears queue. You set the treatment.
We contact customers in early arrears, learn their circumstances, and administer the arrangements you approve, under your contact policies and treatment rules.
Unit of work · An account under managementScroll to explore
The problem
Every account in arrears needs its own next step.
A broken promise to pay, a hardship call, and a disputed balance land in one queue, each needing action that day.
Who it servesHeads of collections, arrears, customer assistance, and lending operations
What the service includes
We do the work within the limits of your policy.
Your service schedule lists the tasks your operation includes.
Right-party contact
Within your rules on timing, frequency, and consent, we contact the right party, verify identity first, and record every attempt.
Promises to pay and payment plans
We record each promise to pay and administer payment plans within the parameters you delegate; the rest goes to your team.
Vulnerability, hardship, and disputes
With your indicators, we spot vulnerability, hardship, and disputes early, pause treatment as your policy requires, and refer each case to your team.
Complaints
We log complaints raised during treatment and route each to your complaints function with its history.
Pre-charge-off handoff
Before charge-off, we assemble the contact, arrangement, and hardship history and hand each account to your recovery route: in-house, agency, or legal.
How the service works
Five stages, and who does each one.
Each stage runs on the method that fits the cost of an error.
- 01
Identify
AI model
We validate the case and propose its treatment route.
InputArrears records and rules
OutputAn eligible account queue
- 02
Contact
Approved rules
We make contact under your rules and record the response.
InputApproved contact rules
OutputA documented interaction
- 03
Understand
AI agent
Our AI agent gathers the customer’s circumstances and the evidence your rules require.
InputCustomer and account history
OutputA treatment or review package
- 04
Arrange
Your team decides
Your team approves the arrangement, and we administer it on those terms.
InputYour treatment decision
OutputRecorded terms and notices
- 05
Monitor
AI agent
Payment by payment, an AI agent tracks each arrangement and flags any break.
InputPayments and arrangement terms
OutputA current treatment record
What you receive
The finished work and the evidence behind it.
Unit of workAn account under management
- Account queues by DPD bucket and treatment route
- Contact history, including promises to pay
- Hardship, dispute, and vulnerability referrals
- Pre-charge-off handoff packages
Systems and technology
We work in your systems, on open-source modules.
Connected to your systems
Servicing platforms, payment records, CRM, your communication providers, document stores, and collections or legal partners.
Built on Firefly OpenPlatform
Your teams can read the code of each module.
Measures
We measure the work you receive.
- Timely action on eligible accounts
- Right-party contact rate
- Promises to pay kept
- Roll and cure rates by DPD bucket
- Complaint and repeat-contact rates
Scope, pricing, and growth
Start small and expand on evidence.
A focused starting point
Early arrears for one product and jurisdiction, with documented procedures.
How the service is priced
Per account under management or per case stage, with quality and conduct measures.
Where the service can grow
Add treatment stages or ServicingOS.
Questions
What buyers ask before they scope.
Does CollectionsOS start legal action on its own?
No. Legal action follows your authority model and the process you agree.
How are vulnerable customers handled?
Your team takes the conversation. We apply the referral procedures you agree and document every action.
Do you charge purely on recoveries?
No. You pay for the work we do on each account. Any performance component must protect fair treatment and never reward pressure on customers.
Your first operation
Bring us one operation.
Tell us the process, the volume, and what “done” looks like. We will come back with a scope, a deployment plan, and a proposal.