Debt Collection

Collection Case Management Guide

This guide will walk you through how to access a specific debt collection case in the Operations Portal and utilizing the key actions available within it.

Accessing a Collection Case

Follow these steps to navigate from the system’s starting point to the detailed view of a debt collection case ( formerly known as a “Collection Errand.”)

1. Navigate to the Collection Cases List

• Start on the Dashboard: This is your home screen, providing an overview of system events and tasks.
• Use the Navigation Menu: On the left side of the screen, locate and expand the Debt Collection category.
• Click Collection Cases: Select the Collection Cases link to view the master list of all active and historical debt files.

2. Select the Specific Case

• Review the List: The screen displays a table of all collection cases.
• Locate by Number or Client: Find the case you need by looking up the Collection no. (Collection Number), Client, or Debtor ID.
• Open the Case: Click on the specific Collection no. (e.g., 112302443) to open the detailed case view.

Case Overview and Information Tabs

Once inside the collection case, you will find several tabs across the top that organize all related information.

• Overview (Default View): This is the main summary screen. It shows the Case Information (Name, Client, Status), the Balance (Original amount, Interest, Fees, etc.), and a visual timeline of the case’s progress (Case created, Notification sent, etc.).
• Financial Events: Shows a chronological breakdown of financial transactions and updates, such as collection fees, interest charges, and payments applied.
• Invoices: Lists all individual invoices included under this collection case, including their invoice number, due date, and remaining balance.
• Charges, Guarantors, & Bailiff: These tabs hold specialized data related to charges applied to the case, details about any party guaranteeing the debt, and information related to legal or enforcement actions (Bailiff/Enforcement Authority).
• Activity, Documents & Distributions (Sub-tabs): Located below the main information, these tabs log every action taken on the case (Activity), list all generated correspondence and official files (Documents), and show how each document was sent (Distributions).

Regenerate a document

If the debtor’s address or other case data has changed, you can create the PDF of a document again so it shows the current data.

1. Open the Documents sub-tab on the collection case.
2. Click the three dots at the end of the document’s row and select Regenerate.
3. A confirmation appears that the regeneration has been queued. Download the document again after a few minutes to get the new PDF.

The new PDF replaces the old one. It is dated the day it is regenerated and shows the current address, balance and due date of the case. Regenerating does not send the document again.

Regenerate is available for these document types (the Event type column): COLLECTION_CLAIM, COLLECTION_NOTIFICATION, COLLECTION_BATCH_COLLECTION and COLLECTION_BATCH_FINAL_INVOICE. For other documents, such as manually created letters and part payment notices, the action shows Not available for this document type, because those documents depend on information that cannot be recreated.

Manually register collection case

To create a collection case manually, use the plus icon in the main navigation menu next to Collection Cases.

Selecting a Collection Profile Code assigns a defined workflow to the manually registered collection case. The case will automatically follow the pre-set timeline and steps outlined in that specific Collection Profile.