Collection task for the Back-Office user

This section describes the Call the borrower task that the Collection Manager works with. It is the only task in the Collection workflow that the Collection Manager actually performs on screen. (The Credit Officer’s Write off the loan task is described separately at the end of this section.)

Task appears

A “Call the borrower” task appears in the Collection Manager queue:

• when a collection case is first opened (after the configured days-in-overdue waiting period), or
• whenever the previous contact loop reaches its scheduled re-contact day (the day after the promise-to-pay date, or the next reminder date).

The task title shown in the queue is “Call the borrower, Loan #{loan number}”. Any user with the Collection Manager role can take the task. If the assignee does not finish it within the configured timeout, the task returns to the queue, and another manager can pick it up.

Data seen by the operator

The screen is split into three sections, top to bottom.

Section 1 — Loan information (read-only)

A summary of the loan being collected. It is read-only and is refreshed automatically with the latest values when the task opens.

For a fixed-term loan, the summary card shows:

The loan card also gives access to general information panels: General info, Product info, Application, Borrower details, Bank info, Amortization schedule, Contract, Transactions, Operations, Collateral info, Financial info.

For a credit line, an equivalent loan information block is shown instead, sized to the credit-line layout.

Section 2 — Call results history (read-only)

A table listing every previous call recorded on this collection case, ordered from the most recent call first. Columns:

If no call has been recorded yet, the table is replaced by the message “No calls have been made.”

Section 3 — Register call result (the operator’s input)

This is where the manager enters the outcome of the current call. It is titled “Register call result”.

Upon submission, the platform automatically records the Author (the full name of the logged-in manager) and the Call date (the moment the form is submitted). The manager does not enter these fields.

Result dropdown — full list of values

The Result dropdown has exactly three values:

Conditional fields — what each Result requires

Available actions

There is a single action button on the form: Submit. The button is disabled until all required fields for the chosen Result are filled in correctly.

There is no separate “Save draft”, “Cancel”, or “Delete” action on this task. To release the task back to the queue, the manager simply leaves it untouched until the timeout expires; the platform then automatically returns it to the queue.

Next steps after decisions

After the manager clicks Submit:

In all three cases, the call result becomes immediately visible in the Call results table on the next “Call the borrower” task and on the Collection screen.

“Write off the loan” task

When the Collection Manager chooses Need to write off, a follow-up task is sent to the Credit Officer. Its title is “Write off Loan #{loan number}”. Any user with the Credit Officer role can take it.

The Credit Officer screen has three sections:

1. Loan information — the same read-only loan summary as on the Call the borrower form.
2. Call results — the same read-only history of every call, so the officer can see why the loan was escalated.
3. Write off the loan — a single dropdown:

Write-off reason — values for Person borrowers

Write-off reason — values for Legal entity borrowers

The Credit Officer clicks Submit to confirm. The platform then:

• writes off the loan (status moves to Written off, with the chosen reason recorded), and
• closes the collection case with status Failed.

After this point, no new “Call the borrower” tasks will be created for the loan, and the Collection screen will show the case as Failed.