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Intelligence · Library
Playbook · KB-010
The first 30 days decide most outcomes. Call scripts, timings and what to record for loans in the 1 to 30 bucket.
| Day past due | Action |
|---|---|
| 1 | Automated SMS; NACH re-presentation if the bounce was for insufficient funds |
| 3 | Call by the collections officer |
| 7 | Second call; agree a promise to pay with a date and an amount |
| 15 | Field visit if no payment and no promise kept |
| 25 | Collections manager reviews every open case in the bucket |
No calls before 8 a.m. or after 7 p.m. No calls to the borrower's relatives or employer about the debt, except the co-borrower and guarantor (KB-039). See KB-023 for the full conduct rules.
Every contact goes on the case: date, who you spoke to, the reason, the promise. A broken promise raises EWS signal R6, which adds 10 points.
KB-039Playbook
Co-borrowers and guarantorsKB-023Regulatory note
Fair practices in recoveryKB-015Playbook
Two-wheeler collections at scaleKB-001Policy
EWS signal policy