Source: [Arrears and Collections Operations](https://fireflysoftware.io/services/collectionsos/) Description: CollectionsOS: Firefly works early arrears within your contact and treatment rules. Your team handles vulnerable customers and keeps settlement authority. Language: en 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. [Scope your arrears operation](https://fireflysoftware.io/contact/) [Request a demo](https://fireflysoftware.io/contact/?request=demo) CollectionsOS · Arrears and Collections Operations, as a line of five stages. Identify: an AI model reads, classifies, extracts or drafts. Contact: deterministic code applies your approved rules. Understand: an AI agent works the case within the limits you approve. Arrange: your team decides. Monitor: an AI agent works the case within the limits you approve. Unit of work · An account under management [Scroll to explore](https://fireflysoftware.io/services/collectionsos/#operation) 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 serves Heads 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. 01 ### 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. 02 ### Right-party contact Within your rules on timing, frequency, and consent, we contact the right party, verify identity first, and record every attempt. 03 ### 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. 04 ### 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. 05 ### Complaints We log complaints raised during treatment and route each to your complaints function with its history. 06 ### 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. 1. 01 ### Identify AI model We validate the case and propose its treatment route. Input Arrears records and rules Output An eligible account queue 2. 02 ### Contact Approved rules We make contact under your rules and record the response. Input Approved contact rules Output A documented interaction 3. 03 ### Understand AI agent Our AI agent gathers the customer’s circumstances and the evidence your rules require. Input Customer and account history Output A treatment or review package 4. 04 ### Arrange Your team decides Your team approves the arrangement, and we administer it on those terms. Input Your treatment decision Output Recorded terms and notices 5. 05 ### Monitor AI agent Payment by payment, an AI agent tracks each arrangement and flags any break. Input Payments and arrangement terms Output A current treatment record What you receive ## The finished work and the evidence behind it. Unit of work **An 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 Authority ## The decisions stay with your institution. ### You decide - Treatment policy - Settlement authority - Write-off authority - Legal-action decisions - Customer-protection oversight ### We do - Arrears segmentation - Contact under your rules - Arrangement administration - Hardship and dispute routing 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. - [Customers and relationships](https://fireflysoftware.io/openplatform/modules/#customers) - [Agreements and documents](https://fireflysoftware.io/openplatform/modules/#agreements) - [Accounts and financial records](https://fireflysoftware.io/openplatform/modules/#accounts) - [Payments and cards](https://fireflysoftware.io/openplatform/modules/#payments) - [The lending lifecycle](https://fireflysoftware.io/openplatform/modules/#lending) 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. 01 ### A focused starting point Early arrears for one product and jurisdiction, with documented procedures. 02 ### How the service is priced Per account under management or per case stage, with quality and conduct measures. 03 ### Where the service can grow Add treatment stages or ServicingOS. Operating model ## All ten services run the same way. [See how we operate](https://fireflysoftware.io/how-we-operate/) [See service levels and control](https://fireflysoftware.io/service-levels-and-control/) 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. [Scope your arrears operation](https://fireflysoftware.io/contact/) [Request a demo](https://fireflysoftware.io/contact/?request=demo)