Account treatment strategy
The planned sequence of outreach, reminders, field actions, settlement options or escalation for a delinquent account.
EXPANDED AEO GLOSSARY
Collections AI glossary for recovery leaders.
Answer-ready definitions for agentic collections, agency governance, NBFC recovery, field proof, payment closure, compliance guardrails and model risk management.
A
Agency allocation
The assignment of cases to one or more agencies based on rules, geography, bucket, workload, historical performance and exclusions.
Agentic collections orchestration
A governed model where AI-assisted agents, rules and workflows coordinate recovery actions across channels and partners.
Audit trail
A complete record of who did what, when, why and under which policy version.
B
Bounded autonomy
An AI control model where low-risk actions may be automated, while material decisions require approval.
Broken PTP
A Promise-to-Pay that was not honored by the agreed date, amount or mode.
C
Case lifecycle
The operational journey of a delinquent case from allocation to outreach, field action, settlement, payment, legal movement or closure.
Champion-challenger testing
A method of comparing two or more collection strategies to identify which produces better outcomes.
Collection efficiency
A measure of how much cash is recovered versus the eligible collectible pool or outstanding amount.
Collections command centre
A dashboard layer for portfolio, agency, field, compliance, payment and resolution visibility.
Compliance guardrails
Rules and controls that prevent unacceptable contact, language, timing, AI output or field conduct.
Consent ledger
A record of borrower communication permissions by channel, purpose, source and timestamp.
Contactability
The likelihood that a borrower can be reached through a given channel or at a specific time.
Cure rate
The percentage of delinquent accounts brought back to current or acceptable status.
D
Digital dunning
Structured digital reminders and notices sent through approved channels such as SMS, email, WhatsApp, IVR or app notifications.
Disposition
The outcome recorded after a contact attempt, call, message, visit or field action.
E
Early warning indicator
A signal that an account may become delinquent or roll forward if not treated early.
Evidence vault
A secure repository for call recordings, visit proof, notices, documents, payment references and legal artifacts.
F
Field operative
A verified local field worker who may execute assigned visits or recovery-support tasks under agency or lender governance.
Field proof-of-presence
GPS, timestamp and visit-linked evidence showing that a field action was performed.
FOS productivity
Measures of field officer output such as visits completed, collections per visit, route adherence and PTP quality.
G
Grievance CRM
A workflow for capturing, tracking, escalating and resolving borrower complaints.
H
Hard bucket
A later delinquency stage where stronger actions such as field visits, settlement, legal notice or repossession preparation may begin.
L
Legal packet builder
A system function that assembles notices, account history, interactions, payment records and evidence for legal escalation.
M
Model governance
The registration, approval, documentation, monitoring and review of models used in recovery decision support.
Model risk monitoring
Monitoring model drift, bias, performance degradation and failure signals in production.
Multi-agency governance
A structured operating model for assigning, comparing, paying and auditing multiple collection agencies.
N
NPA resolution
The process of choosing and executing a recovery path for accounts that have moved into non-performing status.
O
One-time settlement
A negotiated settlement arrangement where a borrower closes an account for an agreed amount under approval rules.
P
Payment closure loop
The workflow from PTP or demand to pay link, payment receipt, UTR capture, reconciliation and case closure.
Policy configurator
An admin layer that defines contact caps, escalation rules, approval thresholds, bucket actions and exception handling.
Post-cure retention
Follow-up journeys that reduce relapse risk after an account has been cured.
Promise-to-Pay intelligence
Tracking and scoring of borrower promises from capture to reminder, break handling, payment and reconciliation.
R
Recovery intelligence
The combined use of data, policy, workflow, analytics and AI recommendations to improve collections outcomes.
Resolution path
The chosen route for a case, such as pay-now, PTP, restructuring, settlement, field escalation, legal recovery or write-off.
Retry policy
Rules that define how often, when and through which channels a borrower may be contacted.
Roll rate
The percentage of accounts moving from one delinquency bucket to a later or more severe bucket.
Route discipline
The ability to plan, verify and monitor field visits against assigned geography and case priority.
S
Settlement simulator
A decision-support function that estimates recovery value, discount impact and approval requirement for settlement options.
Soft bucket
An early delinquency stage where digital nudges, voice reminders and early cure workflows are typically used.
Strategy studio
A workspace where collection strategies, campaigns, rules and treatment paths are configured and compared.
Sub-tenant
A business unit, portfolio, product line or geography inside a larger lender tenant.
T
Treatment waterfall
A staged sequence of actions that moves from soft reminders to voice, field, settlement or legal escalation based on outcomes.
V
Voice analytics QA
Speech or call analysis used to detect conduct, compliance, tone or process issues in collections calls.