CONDUSEF calls, and I don’t know what anyone said to each borrower.

What it looks like from the collections desk.

1. You don’t know what the collection agency is doing with your accounts.

   You find out from the complaint, not from a report, and the liability is still yours.

2. You don’t know who paid.

   Payments come in through several banks and as transfers with no reference, and applying them takes days.

3. Early delinquency turns late without anyone deciding it.

   Your team goes after the big balances first, and the small ones go uncontacted until they aren’t small anymore.

4. Promises to pay have no owner.

   They get agreed over the phone, written down wherever, and nobody checks whether they were kept.

5. Reconstructing a complaint takes days.

   The history is scattered across the core, your team’s phones and the agency.

The agent

A synthetic agent connected to your core, your voice and messaging platforms and your banks. It reads balances and due dates, reaches out, logs promises and proposes how to apply each payment. It always introduces itself as your lender’s agent, never discusses the debt with third parties and never takes payments: the payment goes to the lender’s account.

The accountable person

Your collections manager owns the agent, by name. For the first 4 weeks, the agent checks with a person on every decision and action. After that, anything high-stakes —every discount, settlement or restructuring, every legal threat, every payment that doesn’t match— always goes through a person; simple things, like sending a payment reference, it handles with what it learned, and every action is logged.

The evidence

Every contact, promise, escalation and payment application is logged and searchable by borrower or date. It’s auditable: it answers a complaint, lets you review the agency and backs up the monthly collections complaints report.

The stop button

Your team pauses the whole agent, a channel or a campaign with one button, no sign-off needed, and the conversation moves to a person. A message scheduled outside allowed hours doesn’t go out.

Hiring an agency doesn’t move the obligation off your books.

What a lender asks before starting.

How do you show CONDUSEF what was said to a borrower?

With a record of every contact: date, time, channel, who made it and what was said or agreed. When an agent handles the attempt, every message is stored verbatim and searchable by borrower. When your team or your agency does it, that record goes into the same history. A complaint gets answered with the actual conversation, not with what someone remembers.

How do you reconcile payments coming in through several banks?

The system reads your bank movements and matches them against the portfolio: by reference, by expected amount and date, and by the borrower’s history. It proposes who each payment belongs to and what to apply; anything that doesn’t match, or has more than one candidate, goes to a person. Your team confirms the posting in your core, and every decision is logged.

Can a collections agent negotiate discounts or settlements?

Not the way we build it. The agent can remind, send the payment reference, log a promise and answer balance questions. The moment a borrower asks for a discount, proposes a settlement or mentions legal action, the agent hands the case to someone on your team with the full history. Negotiating and approving are always done by a person.

What does it cost, and how do we start?

You start with a free diagnostic: we look at your portfolio by bucket, your channels, your banks, your agencies and how you build the complaints report today, and tell you where the system changes something and where it doesn’t. Pricing comes in a formal proposal. There is a one-time activation fee and a monthly operations fee, because InnovaBlack keeps the agent supervised and current.