Collections Campaign Exporter [New Feature] — Allows lenders to create a campaign and export borrower details at a lender-determined cadence. This leverages a lender-managed and stored ReDash query to identify borrowers and then prepare an exportable file for an external dialer system. This export can check can interact for "day of" and include account details, Agent portal URL links, and outstanding balances about the borrower for externally-leveraged dialers/systems.
Collections [Improvement] — (a) The ability to have an auto-created collections case configuration and decouple the creation of collection-case review tasks (b) Enhancing can-interact to ignore the time of day so lenders can queue up a call list prior to the start of business hours (c) improved queueing for auto-initiate and auto-close procedures and (d) further customization around auto-closing Collection cases when only paid off as well as charged-off.
Two-way texting [Improvement] — To ensure newly sent text messages would create new tasks we had text conversation time out after 24 hours. We revamped the entire flow to: (1) never time out, (2) detect in real-time if there are already-existing text tasks or agents in a conversation, (3) allow agents to freely enter and exit the same conversation as well as (4) maintain an "open text conversation" even after an agent exists in case the borrower needs more time to respond after a task has been accepted. This allows agents to be able to more easily work through inbound texts and manage the grouping of the text messages for context on the borrower request.
Selectable prefixes for "Find a Borrower" [Improvement] — Allows lenders to see the commonly used prefixes in our system and click, or use tab keys on their keyboard to quickly select prefixes and get targeted results.
Interactions search [Improvement] — Able to filter interactions on a borrower by associated cases.
Showcasing Spam [Improvement] — Allows lenders to see when information is received that an email interaction is marked as SPAM by a borrower or when a phone carrier flags a text message as SPAM.
Additional interaction details [Improvement] — The RuleID that triggered an automated interaction is stored in the data field on the interactions table. Allows lenders to view the specific repayment engine rule that triggered an automatically sent interaction.
Additional VOICE + TEXT message customization [New Feature] — Allows lenders to customize closed and feature-disabled messages that will be read/sent to borrowers.
Lender-level task router disabling [New Feature] — Allows lenders to disable ALL task generation in the CRM. Allows lenders to disable ALL of a specific task type such as auto-created case-type tasks (like Collection case tasks, Bankruptcy case tasks, etc created by automated processes).
Auto-create tasks and auto-created case flags [Improvement] — Allows lenders to indicate when cases are created via API if they would like to create (or not create) case-review tasks in the CRM.
Borrower portal Summary [Improvement] — Credit balances are shown in the Borrower Portal "Summary" view of the loan, credit card, or line of credit.
Statement details [Improvement] — Additional attributes for "in period" payments and credits, remaining payment amount, and overpayment amounts have been added to the statement details endpoint and are available to be included in credit card, line of credit, and installment statements.
Credit balance on statements [Improvement] — A new credit balance (amount owed to borrower) statement attribute is available to be displayed on statements for credit card, line of credit, and installment products.
Borrower portal configuration [New Feature] — Disclosures, headers, and loan id information are now able to be hidden from the borrower portal view. The new configurations are useful for lenders who show Peach Borrower Portal embedded in iFrame. Please reach out to the Peach team for more information if you would like to learn more about updating these configurations.
External transactions [Improvement] — Dispute and chargeback statuses are now supported for external transactions and the state machine also supports transitioning previously succeeded transactions to failed status.
Agent tools [Improvement] — A new agent tool is available which allows agents to send/resend a paper statement to a borrower's home address.
Agent tools [Improvement] — A new agent tool for SCRA benefits allows agents to automatically waive fees, set a new interest rate for the loan, set effective dates, and trigger disclosures. SCRA interest rate updates were previously supported by using the change interest rate agent tool, cancelling fees manually, and manually triggering disclosures.
Compliance guard monitoring [Improvement] — Lenders are able to set a compliance guard monitoring start date. Previously, monitoring would flag occurrences prior to the loan's start date.
"Escalated cases" on the Manager Dashboard [New Feature] — Allows managers to track what cases are currently escalated.
"Missed calls" on the Manager Dashboard [New Feature] — Allows managers to view missed calls to your lender-configured number.
Available and permitted tasks [New Feature] — Allows agents to see what tasks they are currently matched to so that they can see if there is a permission deficiency or to educate on what permissions that user has to work tasks.
Lender-level task router disabling [New Feature] — Allows lenders to disable task generation in the CRM.
Manager Dashboard [Improvement] — Added the ability to view specific task details on "Uncompleted tasks", filter cases by case types, view total queue count when there are 250+ tasks, as well as the ability to view the total "available and permitted" tasks a specific agent can receive.
Multiple email threading [Improvement] — Allows agents to view email threading when there are more than two replies to the same email interaction.
Two-way texting [Improvement] — Added additional status-details to better articulate attempted and failed statuses.
Portfolio Migration [New Feature] — Clients have the ability to seamlessly migrate loans from another servicing platform to Peach's platform entirely via API. Note: this process is currently available for installment loans. Please reach out to the Peach team to get a technical guide and discuss how Peach can support your migration efforts.
Interest only loan type [New Feature] — Peach added support for interest only loans (installment and line of credit). These loans are also called balloon loans. Please reach out to the Peach team with questions about this product configuration.
Card issuer endpoint [Improvement] — Galileo is supported as a card issuer on Peach's platform. Please reach out to the Peach team for details on integrating with Galileo.
Change terms endpoint [Improvement] — Clients are able to set a new recurring amount AND duration. Previously, only amount or duration were permitted. Note: change is via API only.
Snapshots and loan tapes [Improvement] — projectedPayoffDate, remainingDuration, and an isLoanModified flag are now available in snapshots and can be added to loan tapes. Loan tapes may also be uploaded with a custom name.
Transaction backdate [Improvement] — A) Pending transactions can be backdated B) A timestamp can also be provided when backdating a transaction C) Transactions can be backdated for charged off or accelerated loans D) Front end agent tool supports these changes.
Create and update installment advance endpoint [Improvement] — These calls can be made synchronously by setting sync = 'true' for POST and PUT calls.
Defer due date endpoint [Improvement] — Previously unpaid (aka overdue) due dates can be deferred to a later date. This allows to make a loan "current".
Defer loan schedule endpoint [Improvement] — Partially paid installments can be deferred as part of an entire loan schedule update.
Line of credit purchase endpoint [Improvement] — Purchases of type "refund" can be created for inactive lines of credit.
Custom display name for transactions and fees [Improvement] — Allows lenders to provide a friendly description of a transaction or fee. If provided, the value will be displayed in Peach UI/App and Statements. If the value is not provided, the Peach UI/App and Statements logic will render the transaction and/or fee name based on type and status.
Compliance Guard Monitoring use of borrower status only [Improvement] — Clients who use Compliance Guard Monitoring feature only can choose to provide borrowers' information without their loans. In that case, Peach will monitor the borrowers but will not associate loans when a new case is created from a hit.
Clients are able to access the Help Center via CRM, Admin Portal, or Agent view of Borrower Portal
Clients are able to submit support tickets, receive updates, and monitor status of tickets in the help center
Clients are able to view tickets they created, tickets they are cc'd on, and all tickets created by others in their organization
instructions and guidance on using the Help Center — see the Peach Support Training Module.
Clients have the ability to subscribe to webhooks and choose specific events they want to "listen to".
Clients have the ability to choose whether events should be "hydrated" when Peach fires a webhook. This determines whether the client will receive full object information or a distilled set of information.
Clients have the ability to specify the URL where Peach will send webhooks and receive a hmacSecretKey for validation of the integrity of Peach webhooks.
details — see the Webhooks Subscription Training Module.
"Open cases" drill-downs on the Manager Dashboard [New Feature] — Allows managers to track what cases have yet to be resolved and who last took action on them.
Borrower voicemail [New Feature] — Allows borrowers to leave a voicemail when there are no agent resources detected to accept calls and when a call is received outside of business hours.
Supercase DNI [New Feature] — Allows mangers to create bulk DNIs on a large population of affected borrowers created on a Supercase.
Management Dashboard [Improvement] — Re-arranged navigation to support new tab format, added chat resource visibility and added a new "wrapping" status to represent when an agent has finished the active work on a task (such as an incoming call) and has yet to select the outcome and close the task.
Collection Intensity visibility & Remaining interaction capacity [Improvement] — Allows agents to see the remaining and anticipated collections limits for that borrower. This information is showcased as new fields on the Collections cases.
Failed interaction visibility [Improvement] — Allows agents to see borrower interactions that are blocked by Compliance Guard in past interactions.
Partial borrower and Loan ID search support [Improvement] — Allows agents to search borrowers with partial loan and borrower IDs.
Dropped attachments [Improvement] — Allows agents to know when an inbound email had attachments detected and dropped on it.
API Documentation [Improvement] — To improve usability and increase clarity, Peach revamped its public API documentation. Please see Peach API Documentation.
Agent tool - Due date deferral [Improvement] — In order to maximize flexibility of due date deferral functionality, Peach enabled the ability for lenders to defer due dates with partial payments previously applied in that period. To clarify, only future due dates can be deferred.
Fees management [Improvement] — To account for changes in origination and draw fees after activation, lenders are now able to update the amount of these fees while loans are in flight (normally used when lender wants to "waive" the origination fee). This functionality is available via API and also on the agent view of Borrower Portal. Lenders can also custom name origination fee - for example "New account fee".
Get balances endpoint [Improvement] — In order to provide additional data to lenders, Peach introduced two new attributes that are returned when hitting the get balances endpoint for line of credit -- "availableCreditAmount" and "utilizationAmount".
Dynamic fee endpoint [Improvement] — Peach enabled lenders to make synchronous calls when hitting the charge dynamic fee endpoint.
Activate endpoint [Improvement] — Peach enabled lenders to make synchronous call when activating a loan.
Internal process monitoring [Improvement] — Peach enhanced its internal monitoring for Snapshots and Loan Tapes generation to more quickly identify errors, enabling remediation to occur faster with minimal impact to lenders and their partners.
Loan tape attributes [Improvement] — New attributes (e.g. date of birth and SSN), and loan metadata, are available to be included in loan tapes. A flag to identify a reimbursement is available in payment tapes.
Fraud monitoring [New Feature] — To assist lenders in preventing fraud, Peach began maintaining an internal list of fraudulent bank accounts.
Fraud prevention [New Feature] — Limit number of payment methods per borrower - Peach introduced a new company level configuration to limit number of payments methods that a borrower can add in last 30 consecutive days. The default value is 5.
Payment methods management [Improvement] — In order to improve an agent's ability to research questions from borrowers, they have the ability to see deleted and inactive payment instruments that are no longer visible on the Borrower Portal to borrowers.
Communications platform [Improvement] — Micro deposit email reminder - In order to speed up the account verification process, an email to remind borrowers about the micro-deposit verification process was introduced as a new addition to the communications templates available to lenders.
Agent tools [Improvement] — Fees management - Agents and admins are able to see who canceled a fee and the date on which the cancellation occurred.
Bank account verification [Improvement] — Micro deposits - The logic was modified to align with Nacha recommendation of sending credit and debit transactions in the same ACH file.
Line of credit purchases [Improvement] — Lenders can update the effectiveAt timestamp for purchases in status settled or pending. The effectiveAt can be changed to past time only. This action will trigger a replay of the loan.
Backdate transaction endpoint [Improvement] — Lenders can provide a specific time of day to backdate a transaction.
Template management [New Feature] — This tool allows admin users to enable or disable templates and edit templates' content. NOTE: When editing templates, please edit and test in the sandbox environment before making changes to the production environment.
Template preview [New Feature] — Preview functionality allows admin users to view a template as it would appear to a borrower prior to publishing changes.
Permission management [Improvement] — Editing permissions and roles has been updated in the admin portal. Peach has also added TaskRouter permissions, which allow for enabling or disabling task assignment to agents in the CRM.
Chat [New Feature] — Allows borrowers to chat with agents from their borrower portal. Agents can accept and triage multiple chat tasks for quicker issue resolution.
Credit bureau dispute case [New Feature] — Allows agents to track research and resolution of a credit bureau dispute. The represented dispute codes align with those on the E-Oscar platform.
Task management [Improvement] — Added task event logging prior to when a task is completed and the ability to delete a task.
Dynamic disclosure for collection cases [Improvement] — Allows agents to view relevant information on a delinquent borrower and hide irrelevant fields when a borrower becomes current.
“Contact Us” Page [Improvement] — Allows borrowers to quickly navigate to your support information. Borrowers can view support hours, email, phone number, mailing address, and now initiate chat from this page.
Card Issuer APIs [New Feature] — Allows lenders to set up card issuer and card program details involving management of authorization and usage restrictions at the program level.
Card APIs [New Feature] — Allows lenders to associate a virtual card (e.g. BNPL loans) or credit card with in Peach and provide card details for Peach to service the borrower’s account.
Credit card vendor integration - Lithic [New Feature] — Allows lenders to leverage Peach’s integration with Lithic for virtual and credit card issuance, card authorization, and account servicing.
Virtual card vendor integration - Marqeta [New Feature] — Allows lenders to leverage Peach’s integration with Marqeta for virtual and credit card issuance and account servicing.
Portfolio monitoring V1 [New Feature] — Internal capability developed to continually monitor lenders’ portfolios for anomalies which trigger internal research and remediation efforts, if needed.
Balance transfer service credit [New Feature] — Allows lenders to post a balance transfer as a service credit in order to partially or fully pay down a loan, enabling the lender to bring the balance over to another new or existing product.
Agent tool - Generate statement [New Feature] — Allows agents to generate or re-generate line of credit or installment loan statement for past periods.
New payment methods - Wire and Money Order payment methods [New Feature] — Allows lenders to post external transactions as Wire or Money Order via API or new agent tools.
Advance logic for BNPL virtual card [Improvement] — Supports any use case involving an installment loan with multiple advances where the advance schedule is unknown, for example a BNPL loan associated with a virtual card.
Add draw details on loan summary page [Improvement] — Allows borrowers and agents to view APR, balance, and nickname for draws (also called sub-lines) associated with a line of credit in the Portal on the summary view.
External reimbursements [Improvement] — Allows lenders to post reimbursements that have been created and handled outside of Peach’s system so they can be recorded in the ledger and shown in the UI.
Draw details on payments [Improvement] — Allows agents to see which draw a payment has been applied to when using the manage payments tool.
Loan tape - New attributes [Improvement] — Allows lenders to report Merchant details associates with a loan (if applicable) and loan "metaData". Loan "metaData" structure basically allows lenders to report any custom details associate with a loan.
Origination and draw fees - Rename [Improvement] — Allows lenders to name "Origination fee" or "Draw fee" with any text. For example "Account opening fee".
Credit reporting — Omit segments [Improvement] — Allows lenders to configure the reporting module to exclude Metro2 segments from being reported - J1, J2, K1, K2, K3, K4, L1, N1.
Roles and Permissions [Improvement] — Allows admin users to view and manage user roles. Also allows admin users with the appropriate permissions to edit permissions associated with a role.
Index Rate management [New Feature] — Allows admin users to define and manage index rates (if applicable to their loan types).