Smart Collections
An Agentic, Multi-Channel Collections AI Agent Built for Credit Unions and Community Banks
Cure Delinquency Earlier, Preserve Relationships
Smart Collections is the first agentic, multi-channel collections solution purpose-built for credit unions and community banks. It coordinates outbound voice, two-way SMS, and two-way email to engage members at every stage of delinquency — from early reminders through late-stage escalation — while respecting member preferences and regulatory requirements.
Total delinquency reported by credit unions in Q3 2025, highlighting the urgent need for smarter collections strategies.
Multi-Channel AI Agents
Three specialized agents working in concert to reach members on their preferred channel at the optimal time.
Outbound Voice AI Agent
Places calls, verifies member identity, discusses delinquent accounts, captures Promise-to-Pay commitments, and seamlessly escalates to human agents when needed.
Two-Way SMS AI Agent
Handles inbound and outbound SMS with STOP/opt-out compliance, sends secure payment links, and uses intent detection to route conversations appropriately.
Two-Way Email AI Agent
Manages deliverability safeguards, uses compliant templates, and processes member replies to maintain ongoing dialogue throughout the collections journey.
Product-Aware Playbooks
Every loan type gets a tailored collections journey — because a credit card delinquency requires a different approach than an auto loan or HELOC.
Negative Balance / Overdraft
Automated outreach for overdrawn accounts with tailored messaging and payment options.
Credit Card
Specialized collections flows for revolving credit delinquency management.
Auto / RV / Boat
Secured loan collections with asset-aware conversation scripting.
Personal & Installment Loans
Flexible playbooks for unsecured and installment loan recovery.
Share/CD-Secured & Credit Builder
Gentle collection approaches for secured savings and credit-building products.
HELOC & Home Equity
Early-intervention strategies for home equity lines and loans, with optional mortgage support.
Unified Platform — 5 Pillars
A single platform that combines policy, orchestration, AI, self-service, and quality assurance.
Policy Engine
Enforce contact frequency caps, quiet hours, channel preferences, and regulatory rules automatically across every interaction.
Journey Orchestration
Design multi-step, multi-channel collection journeys that adapt based on member behavior and payment status.
Agentic Conversations
AI agents that understand context, negotiate payment arrangements, and make real-time decisions within policy boundaries.
Self-Service Controls
Non-technical staff can configure journeys, templates, and policies without engineering support.
Automated QA
Every interaction is scored for compliance, tone, and effectiveness — surfacing coaching opportunities automatically.
Collections has always been one of the most sensitive areas in community banking. Smart Collections was built to help institutions cure delinquency earlier while preserving the member relationships that define credit unions and community banks."
Self-Service Administration Console
Empower your collections team with intuitive tools — no engineering tickets required.
Product Catalog Manager
Journey Builder
Policy & Compliance Studio
Templates & Conversation Studio
Queue & Escalation Manager
Real-Time Agent Assist
Automated QA Center
Analytics & Reporting
Core Banking Integrations
Pre-built integrations with the core platforms your institution already runs.
Better Outcomes Start with Earlier Action
See how Smart Collections can help your institution reduce delinquency, increase payments, and preserve member relationships.
Better experiences start with better answers.
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