Collections payment arrangement

How do we set up a collections payment arrangement on a call or by text and have it booked, with the contact and consent rules kept?

Make the arrangement a process the borrower completes on their phone. Callvu identifies the borrower, prefills the delinquent account and the plans the bank's policy allows for it, lets the borrower choose and agree on a process-controlled screen, routes a plan outside the automatic rules to collections for a decision, and books the arrangement in the core with the agreement attached. Live at Bank Leumi, under national rules outside the US.

Live at Bank LeumiSimpleCallvu moves: prefill, decide, write back

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Last updated November 6, 2026.

The problem today

The arrangement agreed on the call is a note in the collector's system, and the core does not know about it.

Today, without Callvu

A collector reaches a borrower and agrees a plan: three payments, the first on Friday. The collector types it into the collections system. The core keeps charging late fees and the auto-dialer keeps calling, because the arrangement lives in one place and the account in another. The borrower, who kept their word, calls to complain.

The rules of contact are strict and vary by who is calling. Where the Fair Debt Collection Practices Act applies, Regulation F limits call frequency and requires validation information and opt-out on electronic messages. Texts and calls to a mobile number need the consent the TCPA requires. A servicemember on active duty has protections under the SCRA. A plan made outside these rules is a complaint and a finding.

Most borrowers who are behind would pay on a plan if they could set it up at eleven at night on their phone. The call queue is the obstacle, not the willingness.

How it runs

From the requestto the system of record.

A borrower is reached on a call, replies to a text, or opens a link from a notice, and asks to arrange payments on a delinquent account. Callvu identifies the borrower and opens the account.

Borrower: Chooses a plan from those offered, agrees on their own phone, and receives the schedule and confirmation.
Collections: Starts the arrangement on a call where there is one, and decides plans outside the automatic rules in the Decision Desk.
Callvu: Identifies, checks contact consent and status flags, prefills the account and the allowed plans, captures the agreement, routes exceptions, and books the arrangement in the core.

Identify and check status
The borrower is identified under the bank's policy for the channel. Callvu checks the account's status flags before anything else: a bankruptcy notice, a cease-communication request, an SCRA active-duty indication, a dispute in progress, or a do-not-text flag each changes or stops the process.
Prefill
The delinquent account, the amount past due, the fees, the payment history and the plans the bank's hardship and collections policy allows for this account and delinquency stage are prefilled. The borrower sees only the plans they are eligible for.
Decide
The borrower chooses a plan. A plan inside the automatic rules (number of payments, minimum amount, first payment date) is approved by the rule. A plan outside them, or a request for a fee waiver or a modification, routes to collections in the Decision Desk with the account and only the allowed outcomes.
Agree on a process-controlled screen
The borrower confirms the schedule and the terms, and where the policy requires it, authorizes the payments, on a process-controlled screen with a timestamp. The agreement is sent to the borrower in the channel they consented to.
Write back
The arrangement is written to the core and the collections system in one step: the schedule, the terms, the agreement and the consent. Late fees and contact activity follow the arrangement from that moment, and a missed payment reopens the process by rule.

Where it ends: The arrangement is booked in the core and the collections system with the borrower's agreement attached, and the account's fee and contact behavior follow it. The Decision Trace shows the status checks, the eligible plans and the decision; the Audit Trace shows every contact, consent and step.

Runtime enforcement

What is enforcedwhile the work runs.

The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.

Regulations

US requirements shown. Bank Leumi runs this process under national rules outside the US; Callvu loads each market's rules as policies the same way.

FDCPA where applicable (Regulation F, 12 CFR part 1006): Where the debt is collected by a debt collector under the Act, Regulation F limits telephone call frequency (a presumption of harassment above seven calls in seven days or a call within seven days of a conversation), requires validation information, requires an opt-out notice in emails and texts, and restricts contact at inconvenient times or places. A bank collecting its own debt is generally not a debt collector under the Act, but the bank's policy applies the same contact standards and the standard governs any collector it uses.
TCPA consent for calls and texts (47 USC 227, 47 CFR 64.1200): Calls and texts to a mobile number using an autodialer or prerecorded voice require the called party's prior express consent, and the consent and any revocation must be recorded and honored. The process checks consent before any text is sent and records revocation at once.
SCRA protections (50 USC 3901 and following): A servicemember on active duty has protections including a 6 percent interest rate cap on pre-service obligations on request, and protections against default judgments and certain repossessions. An active-duty indication changes the plans offered and routes the account to a person.
UDAAP (12 USC 5531 and 5536): A payment arrangement must be described accurately, the borrower must be told what happens if a payment is missed, and fees must follow the agreement. The process shows the terms before agreement and books what was agreed.

Company policies

The plans available per account type, delinquency stage and amount are set by the bank's collections and hardship policy and applied by Callvu.
Status flags (bankruptcy, cease communication, SCRA, dispute, do-not-text) are checked before any contact or offer, and stop or reroute the process.
A plan outside the automatic rules, a fee waiver or a modification needs a collections decision in the Decision Desk.
The agreement is captured from the borrower, not recorded on their behalf from a call note.
The core is the system of record for the account; the arrangement is written there and to the collections system together.

Controls

Identification by channel with the status checks before any offer.
Contact consent check before any text, and revocation recorded at once.
Eligible plans computed from the policy, so only allowed plans are offered.
Decision Desk routing for plans outside the rules, waivers and modifications.
Agreement on a process-controlled screen, timestamped, sent in the consented channel.
Single write to the core and the collections system, with fee and contact behavior following the arrangement.
Missed-payment rule that reopens the process rather than silently breaking the plan.

Clocks and deadlines

Call frequency (Regulation F, where applicable): No more than seven calls in seven days per debt, and none within seven days of a conversation; the contact history is checked before a call is placed.
First payment date: Within the window the policy allows; the arrangement is not booked with a first payment outside it.
Missed payment: Reopens the process on the day after the due date, with the borrower contacted in the consented channel.

Documents and checks

The identification result and the status check results
The contact consent record for the channel used
The plans offered and the plan chosen
The agreement with the schedule and terms, timestamped
The collections decision where a plan went to a person
The arrangement as written to the core and the collections system

In the Decision Trace

The status checks run and what each found.
The policy rules that produced the eligible plans.
Whether the plan was approved by rule or by a person, and who.
The consent that allowed the channel used.

In the Audit Trace

Each contact attempt and its channel, against the frequency rule.
The agreement event with its timestamp and device.
The write to the core and the collections system.
Each later payment or missed payment and what the process did.

The handoff

Between the front doorand the back office.

The front door

A collector's call, a reply to a text, or a link from a notice. The borrower completes the arrangement on their own phone, on process-controlled screens, at any hour.

The back office

The arrangement reaches the core and the collections system in one write, so fees and contact activity follow it. Collections decides only the plans outside the rules.

The Decision Desk

A plan outside the automatic rules, a fee waiver, a modification request, or an account with an SCRA or hardship indication goes to collections in the Decision Desk with the account, the history and only the allowed outcomes.
The reviewer is nudged until they act, and the borrower is told the plan is under review rather than hearing from the dialer.

Proof

Live at Bank Leumi.Published results only.

Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.

Bank Leumi reached a 94% average completion rate.

BNK-16 · Customer-attested · verified 2026-11-02

Bank Leumi cut data errors by 77%.

BNK-03 · Customer-attested · verified 2026-11-02

Bank Leumi cut digital development timelines by 91%.

BNK-17 · Customer-attested · verified 2026-11-02

Questions

What buyers ask next,answered plainly.

Can a borrower set up a plan without talking to a collector?

Yes. From a link in a text or a notice, the borrower is identified, sees the plans they are eligible for, agrees on their phone, and the arrangement is booked. A plan outside the rules goes to collections.

How are the contact rules kept?

Status flags and contact consent are checked before any offer or text, the call history is checked against the frequency rule, and a revocation is recorded at once. Every contact is in the Audit Trace.

What stops the core from charging fees after a plan is agreed?

The arrangement is written to the core and the collections system in one step, and the account's fee and contact behavior follow it from that moment.

What happens when a payment is missed?

The process reopens by rule the day after the due date, contacts the borrower in the consented channel, and offers what the policy allows next. Nothing breaks silently.

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