Collections that reach borrowers before they miss, not after.
The best collections shop is the one that never has to collect. We build pre-arrears signal engines, Consumer Duty-safe outreach, forbearance and restructure workflows, and vulnerable-customer handling that FCA supervisors respect and roll rates rebel against.
Why most collections engines are structurally too late.
A borrower who misses their first payment has almost always missed it in their head three weeks earlier. The signals are usually there in the servicing data — DD margin shrinking, hardship enquiries, portal login pattern changes, complaints, support-copilot conversation topics — long before the missed payment lands in a collections queue. Most lenders never look, or look manually, and end up chasing missed payments through cost-heavy dialler operations that Consumer Duty is increasingly hostile to.
The lenders that have shipped a pre-arrears brain have moved the roll-rate curve. First-arrears rate falls because borrowers get proactive forbearance offers before they miss. Roll-to-30, roll-to-60, roll-to-90 all shift. Recovery rates improve because when arrears do occur they occur later in the customer relationship and against a documented Consumer Duty-safe treatment path.
What good collections looks like in 2026.
A pre-arrears brain, a treatment engine and a vulnerable-customer layer, wired together. It should produce:
- Pre-arrears risk scoring on every active loan, daily, with signal reasoning ('DD margin fell 60% last month, hardship enquiry in portal, complaint filed').
- Proactive Consumer Duty-safe outreach — the borrower receives a forbearance option before they miss, in the channel they use, with a policy-scoped set of options.
- FCA CONC 7-aligned treatment paths per arrears state, per product, per vulnerable-customer classification.
- Vulnerable-customer signalling captured as a first-class artefact, feeding into every subsequent interaction.
- A collections operator UI that ranks the day's queue by expected recovery contribution and Consumer Duty risk, not just days past due.
What KJ Capital ships.
A bespoke collections brain that sits above your LMS and your collections operator tools. We deliver:
- A pre-arrears risk model, trained on your book, versioned and evaluated.
- Consumer Duty-safe outreach generation behind a policy layer encoding CONC 7, financial-promotion, forbearance and vulnerable-customer rules.
- Treatment paths per arrears state, mapped to your existing collections policy.
- Vulnerable-customer detection and handling flows.
- A collections operator UI with queue ranking and case-summary generation.
- Full audit trail for every automated action, every recommendation and every human decision.
What lenders actually see after go-live.
What buyers ask us about this build.
Q01How does this stay FCA CONC 7 compliant?+
Q02Do you replace our collections vendor (Aryza, Exus, Latitude by Genesys)?+
Q03How do you handle Consumer Duty vulnerable-customer requirements?+
Q04Can we integrate with debt-purchaser handover?+
Q05Price?+
What lenders ship alongside this one.
Servicing & payments
The average lender is spending £30–£80 per active loan per year on servicing. Most of that is repeat DD failures, mid-term changes, restructure requests and payment-date queries — every one of which is automatable. We build the servicing brain that turns the call centre into an exception desk.
Borrower portals & self-service
iwoca wins because you can log in, see everything, act on it, and never call. Most lenders can't. We build modern AI-first borrower portals — statements, redraw, settlement quotes, doc vault, mid-term changes, complaints — with a support copilot that answers 80% of tickets before they reach a human.
Treasury & loan book intelligence
Most lender leadership teams cannot answer 'what is the true unit economics of the loans we originated in April, by channel, product and cohort' inside a quarter. We build the loan book intelligence layer that answers it inside a coffee.