# Collections cases

Collection cases track the process of recovering overdue loan payments from borrowers. They are the most operationally complex case type — with auto-creation triggers, delinquency tracking, contact intensity limits, payment metrics, collection agency assignments, and auto-close behavior. This page covers the collections-specific workflows that go beyond standard case management.

**Availability:** All clients. Auto-creation and auto-close require company configuration.
**Required permissions:** `case:update` (to manage collection cases)

## Before you begin

- Only one active collection case is allowed per borrower. A collection case is considered active when its status is `initiated`, `processing`, or `reopened`. You cannot create a second collection case until the first is completed or canceled.
- Collection case metrics (days overdue, payment counts, contact attempts) are calculated automatically from associated loan and interaction data. These fields are read-only.


## How collection cases are auto-created

When enabled, Peach automatically creates collection cases when a borrower's loans meet your company's overdue thresholds. Auto-creation is controlled by the `autoInitiate` settings in your company's collections configuration.

The system evaluates these conditions:

| Setting | What it controls |
|  --- | --- |
| **Enabled** | Whether auto-creation is active for your company. |
| **Loan days overdue threshold** | The number of days a loan must be overdue before triggering a case. Thresholds can vary by payment frequency (weekly, biweekly, monthly, etc.). |
| **Total overdue amount threshold** | The minimum total overdue amount across all borrower loans before triggering a case. |
| **Number of overdue notices required** | How many overdue notices must have been sent before a case is created. |
| **Number of past collections threshold** | How many prior collection cases the borrower has had (affects whether a new case is triggered). |
| **Case type ID** | The specific collection case type to create. |


When a collection case is auto-created, a `reviewAutoCreatedCase` task is added to the agent task queue — unless your company has disabled review tasks for auto-created cases.

## Collections metrics on the case

When you open a collection case, the case details section displays real-time metrics calculated from the borrower's loans and interactions. These fields are read-only and update automatically.

| Metric | What it shows |
|  --- | --- |
| **Is first time collection** | Whether this is the borrower's first non-canceled collection case. First-time collections may warrant a different approach. |
| **Number of loans overdue or accelerated** | Count of the borrower's active loans that are currently overdue or accelerated. |
| **Days overdue** | The maximum number of days overdue across all associated loans. |
| **Total amounts** | The paid, expected, and overdue amounts across associated loans. |
| **Loans reported to bureaus** | Whether associated loans have been reported to credit bureaus: `yes` (all reported), `some` (partially reported), or `no` (none reported). |
| **Attempts to contact by phone** | The number of attempted and successful voice interactions with the borrower. |
| **Payment counts** | Total payments and failed payments for the borrower. |
| **Last successful payment** | The amount and date of the borrower's most recent successful payment. |
| **Next payment** | The amount and date of the borrower's next expected payment. |


## Contact intensity tracking

Collections cases track how frequently agents contact a borrower, with limits based on rolling time windows (7-day and 30-day periods). Contact intensity is assigned at the borrower level with three tiers: light, normal, and heavy. Each tier has configurable capacity limits per time window.

The **Collection reach-outs** field on the case shows the current contact count against the capacity limit for each period. Reaching the limit signals that further outbound contact should be deferred until the window resets.

## Collection agency assignment

For loans placed with external collection agencies, Peach tracks the agency assignment at the loan level.

| Field | Description |
|  --- | --- |
| **Agency** | The assigned collection agency (name, phone, email, address). |
| **Status** | Assignment status (e.g., assigned, unassigned). |
| **Assigned on date** | When the loan was placed with the agency. |
| **Assignment type** | The type of assignment (e.g., placement, recall). |
| **Metro2 K2 segment** | Whether K2 segment reporting is enabled for this agency assignment. |


## Auto-close behavior

When enabled, Peach automatically closes collection cases when the triggering condition is resolved. Auto-close is controlled by the `autoClose` settings in your company's collections configuration.

| Setting | What it controls |
|  --- | --- |
| **Enabled** | Whether auto-close is active. |
| **Auto-close only when paid off** | When enabled, cases are only auto-closed when the loan is fully paid off. When disabled, cases may close when the loan returns to current (non-overdue) status. |


## Smart case review

Collection cases may receive `smartReviewCase` tasks in the agent queue. These tasks present an AI-generated analysis of the case, including a summary of the borrower's situation, recent activity, and suggested next steps.

When you accept a smart review task:

1. The CRM navigates to the case detail page.
2. The **Summary** section displays the AI-generated analysis.
3. Review the summary and provide feedback (thumbs up or down).
4. Take action on the case based on the analysis and your own assessment.


See [Work case workflows — Review the AI case summary](/servicing-operations/agent-portal-crm/crm-case-workflows#review-the-ai-case-summary) for details on the summary interface.

## Borrower portal behavior during collections

When a loan is assigned to a third-party collection agency, the borrower portal displays a collections alert banner on the loan detail view with the agency's contact information. While this banner is active, the **Make payment** and **Manage Autopay** actions are disabled in the borrower portal — the borrower must contact the collection agency directly for payment arrangements. See [Loan details — Collections alert](/servicing-operations/borrower-portal/borrower-portal-loan-details#collections-alert).

## Related pages

- [Understand cases in the CRM](/servicing-operations/agent-portal-crm/crm-cases-overview)
- [Create and manage cases](/servicing-operations/agent-portal-crm/crm-create-manage-cases)
- [Case types reference](/servicing-operations/agent-portal-crm/crm-case-types)
- [Work case workflows](/servicing-operations/agent-portal-crm/crm-case-workflows)