How lenders are using automation, segmentation and hardship strategies to improve recoveries.
Once borrowers fall behind, lenders are rethinking how they approach collections. This panel explores digital and AI-driven collections, customer segmentation, hardship strategies, agency partnerships and the balance between recoveries, compliance and customer experience. Delinquency is an outcome, not a diagnosis. A missed payment may reflect temporary disruption, lasting financial strain, a servicing problem or an unwillingness to pay. Treating every account alike can waste resources and make recovery harder. This panel looks at how lenders segment accounts, choose the right time and channel for contact, offer workable hardship arrangements and decide when to escalate. It will also examine where automation improves consistency and where an experienced person is needed to understand the borrower’s circumstances.
Speakers
Chris Maranis
Deputy CEO
Arina Eremina
SVP Portfolio Risk
Jahed Jahed
VP Collections
Jose Sevilla
VP, Servicing