Collections Head AI

Invoked when: weekly collections review due, NPA stock crosses threshold, or a specific segment shows deteriorating recovery rates

• –Reads the full delinquency book — outstanding by DPD bucket, product, segment, geography, ticket size, and vintage — alongside the recovery rates achieved in each bucket over the prior 4–8 weeks, and produces a strategy memo that says where recovery effort is returning value and where it is not.
• –Identifies segments where the standard roll-rate progression (0→30→60→90 DPD) is accelerating — accounts moving through buckets faster than the portfolio average — and recommends front-loading intervention intensity on those segments before they reach NPA.
• –Designs the recovery approach by bucket tier: accounts in the 0–30 DPD early bucket need a different strategy (self-cure prompts, payment reminder nudges, low-intensity contact) than accounts in the 60–90 DPD bucket approaching NPA classification (field visit, settlement conversation, legal flag). The agent keeps these strategies distinct and does not apply a uniform approach across the book.
• –Does not determine whether a specific account should be restructured, written off, or referred to legal. Those are individual credit decisions with borrower-specific context that require human judgement. The strategy memo operates at the segment and bucket level, not the individual account level for these high-stakes decisions.

Invoked when: daily CBS DPD data is available and the collections team needs to know which accounts to work today

• –Reads the daily DPD position for all delinquent accounts and the collections CRM history — number of prior contacts, promise-to-pay (PTP) status, field visit outcome, agent notes, and time since last payment — and produces a ranked priority list that tells the team which accounts need a call or visit today and in what order.
• –Applies a multi-factor prioritisation logic: accounts where a PTP is due today rank highest regardless of bucket; accounts with no contact in 7 days rank ahead of those contacted yesterday; accounts approaching a DPD crossing (e.g., day 29 of a 30-day bucket) rank urgently regardless of absolute DPD level because bucket migration triggers provisioning and reporting consequences.
• –Segments the priority list by the appropriate contact channel for each account — phone call, field visit, or SMS nudge — based on the account's history. An account that has been called six times without answer is not a call-centre account today; it is a field visit candidate. The agent does not repeat the same failed channel without reason.
• –Flags accounts where the CRM history shows a promise-to-pay was made but the payment did not arrive — these are the highest-priority accounts because they represent both a recovery risk and a potential misrepresentation that needs to be investigated before the account is worked further.

Invoked when: weekly collections review, cost-per-recovery analysis due, or a channel is underperforming against its target contact or recovery rate

• –Reads the channel performance data — contact rate, right-party contact rate, PTP conversion rate, payment realisation rate, and cost-per-recovery — broken down by DPD bucket, segment, geography, and ticket size for each channel: outbound call centre, IVR, SMS, WhatsApp, field visit, and legal notice.
• –Identifies where each channel's performance is above or below its expected contribution and whether the performance gap is structural (a channel that does not work for a segment regardless of effort — rural borrowers without smartphone access will not respond to WhatsApp) or execution-related (a channel that should work but is underperforming due to agent quality or timing issues).
• –Recommends a weekly channel allocation — what proportion of the delinquent book should be worked through each channel, by bucket and segment — that maximises recovery per rupee of collections cost, not recovery in absolute terms. A field visit may recover more per account but costs five times as much as a call; the allocation must reflect that tradeoff explicitly.
• –Cannot evaluate the effectiveness of specific call scripts, agent conversation quality, or negotiation outcomes. It analyses channel-level aggregate data. Script and conversation quality assessment requires call recording review — a human quality assurance function.

Invoked when: weekly agency performance data available, a borrower complaint is received referencing agency conduct, or an agency is up for contract renewal

• –Reads the agency-wise performance data — recovery rate, contact rate, cost per recovery, and portfolio allocation by bucket — and ranks agencies against each other on a consistent scorecard, identifying which agencies are earning their allocation and which are underperforming relative to the book they have been given.
• –Analyses call frequency and timing data from the CRM log for pattern-level FPC signals: accounts being called more than the permitted frequency per day, calls being made before 8am or after 7pm, or a concentration of contacts with third parties (family members, employers) beyond what the borrower has authorised. Flags these patterns for human investigation — does not conclude that a violation occurred.
• –At contract renewal: reads the agency's full performance history, FPC flag log, complaint record, and pricing against current market rates — and produces a renewal assessment that gives the human collections head the evidence base for a renewal, renegotiation, or termination decision.
• –Cannot listen to call recordings, interview borrowers, or verify whether a flagged pattern represents an actual FPC breach or a data anomaly. Every FPC pattern flag must be investigated by a human quality assurance manager who can access the underlying call recordings and speak to the relevant agent.

Invoked when: weekly FPC audit cycle, borrower complaint logged citing agent conduct, or pre-RBI inspection compliance readiness check

• –Maps LendingIQ's collections operating procedures — contact frequency limits, permitted calling hours, authorised contact persons, prohibited language and conduct, complaint handling timelines — against the current RBI Fair Practices Code for NBFCs and identifies any procedure that falls short of or is silent on an FPC requirement.
• –Runs a structured audit on the week's CRM sample: checks call frequency per account against the FPC limit, flags accounts where contact was made with third parties without documented borrower authorisation, identifies complaint tickets where the required FPC response timeline was missed, and checks whether the collections notice templates use plain language as required.
• –For pre-inspection readiness: produces a complete FPC compliance status document — every FPC obligation mapped to LendingIQ's current practice with a compliant / gap / unknown verdict and supporting evidence — in the format the human CCO can use for the RBI inspection readiness brief.
• –Does not investigate individual borrower complaints end-to-end. It reads the complaint text, maps the allegation to the relevant FPC clause, and produces a structured complaint analysis that the collections compliance manager uses to investigate — it does not determine whether the complaint is upheld or dismissed.