Servicing that runs itself, not a call centre with tickets.
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.
Where the servicing cost actually lives.
Pull any lender's servicing ticket distribution and the same story falls out. 20% of tickets are 'when does my payment come out'. 15% are 'can I change the date'. 15% are 'can I settle early'. 10% are 'I've had a change of circumstances'. 10% are 'my DD failed'. That's 70% of the servicing load, and every one of it is answerable in-portal by a support copilot grounded in the borrower's own loan file — with a policy-scoped decision path for the ones that need action.
The lenders that have shipped this brain have collapsed servicing cost by 40–70% and freed the human team to work on the 30% of tickets that actually need a human — arrears intent, complaints, vulnerable-customer conversations. The lenders that haven't are still recruiting servicing agents in Manchester and Manila.
What good servicing looks like in 2026.
A servicing brain wired into your LMS, your payment rails and your borrower portal. It should produce:
- DD orchestration across GoCardless / Bacs / Modulr / ClearBank with intelligent retry, backup rails and pre-fail communication.
- Mid-term change automation — DD date change, direct-debit account change, payment holiday, term extension — with policy-scoped decision paths and full audit trail.
- Settlement quote generation on demand, in the borrower portal, with per-loan-type interest calculations correctly applied.
- Restructure and forbearance workflows templated per product, per arrears state, per vulnerable-customer classification.
- A servicing operator UI where the team sees every automated action, every escalation and every borrower conversation in one place.
What KJ Capital ships.
A bespoke servicing brain that sits above your LMS and your payment rails. We deliver:
- DD orchestration across GoCardless, Bacs, Modulr, ClearBank and any alternate rails you use.
- Mid-term change automation for the eight most common changes, with policy-scoped decision paths.
- A settlement-quote engine correct for every product on your book.
- Restructure and forbearance templates aligned to FCA CONC 7 and your internal treatment policy.
- A servicing operator UI plus a support-copilot layer for the borrower portal.
What lenders actually see after go-live.
What buyers ask us about this build.
Q01Do you replace our LMS's built-in servicing?+
Q02How is this Consumer Duty compliant?+
Q03How does this integrate with our collections engine?+
Q04What about Bacs / DD scheme rules?+
Q05Price?+
What lenders ship alongside this one.
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.
Collections & arrears
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.
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.