3.K Collections

Purpose

Recover repayments from borrowers, in the right tone, at the right time, through the right channel, with full FPC compliance, and convert delinquency back into performance wherever possible.

In-scope features

Pre-due reminders

Multi-channel — SMS, WhatsApp, email, IVR voicebot; configurable cadence (T-7, T-3, T-1, T+0, T+3, …).
Per-language templates.
Quiet hours respected.
Borrower preference captured (channel + language).

Repayment rails

NACH presentation — daily batch; presented on due dates.
eNACH — preferred for newly-onboarded mandates.
UPI AutoPay — real-time, lower bounce rate.
Payment links sent to borrower for one-time payments.
QR / UPI collect for ad-hoc.
Bank transfer to designated virtual account; auto-allocated.

Bounce handling

Same-day bounce file ingestion from sponsor bank.
Re-presentation rules per NACH guidelines.
Bounce-fee application.
Borrower notification.

DPD buckets

1–30 days (SMA-0), 31–60 (SMA-1), 61–90 (SMA-2), 90+ (NPA), 180+ (DPD-180), 365+ etc.
Bucket transition triggers for case escalation.

Collection queues

Soft (tele-calling) — for SMA-0 / SMA-1.
Hard (field visit) — for SMA-2 / NPA.
Legal — for chronic NPA; legal notice, arbitration, SARFAESI (for secured).
Case prioritisation — value × probability of recovery.

Tele-calling

Dialer integration — predictive / preview / progressive.
Call recording — mandatory; retained per record-retention.
Disposition codes — per call (PTP, RNR, busy, refused, wrong number, etc.).
Compliance prompts — agent identity, lender identity, time-of-day check.

Field visit

Field-agent app — geo-tag, photo, signature, disposition.
Visit scheduling — per case priority.
Visit outcome — meeting outcome, PTP, document collected.

PTP (Promise to Pay)

Capture — amount, date, channel.
Broken-PTP tracking — auto-flag; case escalation.
PTP reminder automated.

Settlement and restructuring (collection-side)

Settlement offer workflow — credit committee approval; haircut tracking.
Restructuring offer — extension / interest-rate concession; downgrade per IRACP.
One-time-settlement (OTS) for chronic NPA / written-off.

Recovery agent management

Agent master — name, ID, training status, certifications, active / inactive.
Agent assignment per case.
Borrower intimation of agent before contact.
Performance metrics per agent (resolution rate, conduct).
Audit of conduct — call recordings sampled; visit logs reviewed.

Legal collection

Legal notice generation — pre-notice, formal notice.
Arbitration filing — via online tribunal where applicable.
Court tracking.
SARFAESI (only for secured) — see Section 1.9.

Communication compliance

Time-of-day — 8:00 AM to 7:00 PM only.
No harassment, no third-party (other than guarantor) contact without consent.
Identity disclosure on every call.
Recording retention for inspection.

Out of scope

LMS schedule + accrual + classification — see 3.J.
Bureau reporting of DPD — see 3.N.
Recovery accounting — see 3.M.

Key entities

CollectionCase — per loan, per delinquency episode.
Reminder — per reminder sent.
BouncedPresentation — per bounce.
CollectionCall — per call.
FieldVisit — per visit.
Ptp — per promise.
SettlementOffer — per offer.
Agent — recovery agent master.
LegalNotice — per notice.

Key workflows

Pre-due reminders — automated cadence.
Bounce → soft collection — auto-route to tele-queue on bucket transition.
Tele-call → PTP capture → reminder → follow-up.
Escalation to field on SMA-2.
Settlement / restructuring offer for chronic.
Legal pipeline for NPA.
Closure when account current or full settlement.

Integrations

Dialer / IVR — Knowlarity, Exotel, Ozonetel, MyOperator.
SMS — Gupshup, Kaleyra, MSG91, Karix, Sinch.
WhatsApp — Gupshup, Karix, Sinch, Wati.
Field-agent app — custom build or vendor.
NACH / NPCI for presentation.
Payment links / gateway — Razorpay, Cashfree, PayU.
Legal vendor for legal notices.

APIs

POST /collections/reminders — manual / batch.
POST /collections/calls — log call (from dialer integration).
POST /collections/visits — log visit.
POST /collections/ptps — log PTP.
POST /collections/settlement-offers — initiate offer.
POST /collections/legal-notices — generate legal notice.
GET /collections/cases/{id} — case detail.
GET /collections/queue/{id}/cases — queue list.

Events emitted

collection.case.opened / closed
reminder.sent
bounce.received
call.completed (with disposition)
visit.completed
ptp.created / ptp.broken / ptp.honoured
settlement.offered / settlement.accepted
legal_notice.sent
agent.compliance.flag (high priority)

Edge cases

Borrower NACH on holiday / weekend — handled per NACH rules.
Multi-loan borrower delinquent on one loan — borrower-level view influences case priority on other loans.
PTP repeatedly broken — auto-escalate; agent override blocked beyond threshold.
Borrower disputes amount — pause aggressive collection; route to grievance.
Agent calls outside hours — alert + compliance review; agent suspension threshold.
Borrower opts for “do not call” — channel-specific; alternative channels used.
Co-lent loan delinquent — single point of collection; both lenders see same case status.

Compliance touchpoints

Fair Practices Code — every aspect of collection.
Recovery-agent rules — agent training, intimation, conduct.
Time-of-day — 8 AM – 7 PM strictly.
DPDP — communication uses only consented channels.
Digital Lending Guidelines — recovery via single point.
NACH rules — re-presentation, bounce fees.
FPC + Internal Ombudsman + RBI Ombudsman for complaints.

MVP vs production

Feature	MVP	Production
Reminder cadence	✓	✓
NACH cycle + bounce	✓	✓
UPI AutoPay	(Phase 2)	✓
Tele-calling queue + recording	✓ (single dialer)	Multi-dialer, AI QA
Field-agent app	(Phase 2 unless secured products)	✓
PTP workflow	✓	✓
Settlement / restructuring workflow	✓	✓
Legal pipeline	(Phase 3)	✓
Agent performance dashboard	(Phase 2)	✓
Compliance auto-QA on calls	(Phase 3)	✓
Multi-language reminders	✓	✓