Collection Tasks

Status changes, escalations, hardship requests, working the collections queue, and managing delinquent accounts.

As part of collections, agents change obligation statuses, work past-due accounts, manage escalations, and use the Collections queue to systematically contact and resolve delinquent accounts.

Collections dashboard

ConcordLink includes dedicated Collections dashboards at both the client and product level. These dashboards provide a real-time summary of delinquent accounts, queue activity, and portfolio collections health. To access the Collections dashboard, navigate to the client homepage or product toolbar and select Collections.

Accounts that are eligible for collections activity display a Collectable badge on their obligation record. The badge indicates the account meets the criteria for the active collections strategy and can be worked in the queue.

Working the collections queue

The Collections queue is the primary tool for working delinquent accounts in a structured, strategy-driven workflow.

How the queue works

  1. Strategies define the rules for how accounts are prioritized and assigned, based on days delinquent, balance, product type, or other criteria.
  2. Work queues group accounts according to the active strategy. Agents work accounts from their assigned work queue.
  3. Teams are assigned to specific work queues, routing the right accounts to the right group of agents.
  4. Waterfall runs execute the strategy logic on a scheduled basis, reassigning accounts to queues as criteria change.

Working accounts in the queue

  1. Log in and navigate to the Collections section from the top navigation or the Collections dashboard.
  2. Select your assigned work queue.
  3. Open the next account in the queue. Review key data: days delinquent, balance, contact information, and case history.
  4. Contact the obligor through phone, email, text message, or the online portal.
  5. Record the outcome using an agent disposition, the result of the contact attempt (e.g., left message, promise to pay, no answer, payment arranged).
  6. Add notes, set follow-up tasks, and update the obligation status as appropriate.
  7. Move to the next account in the queue.

Collections Universe

The Collections Universe setting controls whether collections features are enabled for a client. Navigate to Collections > Universe to configure the Collections Type. If set to Do Not Collect, collections features are disabled for that client.

Collections Universe
FigureCollections Universe.

Escalations

Hardship requests

  1. Navigate to the Activities tab on the obligor's account and add a new note.
  2. Document the details of the hardship request, including the nature of the hardship, what the obligor is requesting, and any relevant dates.
  3. Set a follow-up date on the note.
  4. Submit a Customer Request Form to escalate the request to the appropriate team at your organization. The Customer Request Form is sent via email to the applicable Contact Center operations team.

Working past-due accounts (outside the queue)

  1. Log in and navigate to the obligor's account.
  2. Review key data, including days delinquent, balance, contact information, and case history.
  3. Contact past-due accounts through phone, email, text message, or the online portal.
  4. Document outcomes in notes, set follow-up tasks, and update account statuses.
  5. To generate batch documents or notices, use the Segments feature to group the relevant accounts and run a bulk action. Contact your administrator for available bulk document workflows.