Payment deferral and modification request
How do we handle a borrower's request for payment relief with the hardship documented, the decision made under policy and the new terms in the loan system?
Make relief a process with the policy's options in it. When a borrower asks for help, Callvu identifies them, prefills the loan, collects the hardship statement and documents on the borrower's phone, classifies the request against the bank's relief options for the product (a deferral, an extension, a reduced payment, a modification), routes the decision to the approver whose authority covers it, delivers the terms, captures the agreement, and writes the new terms to the loan system with the decision and the reporting treatment.
In scopeComplex: multi-party handoffsCallvu moves: chase and verify, classify, decide, write back
Last updated November 7, 2026.
The problem today
Relief depends on who the borrower reached, and the modification is in a letter that the loan system never saw.
A borrower loses a job and calls collections. One collector offers a two-month deferral; another says there is nothing to be done. The agreement is a letter. The loan system keeps charging the original payment, the credit bureau is told the borrower is late, and the borrower who was promised help gets a collections call.
Relief has rules of its own: the bank's policy on what may be offered for each product and delinquency stage, the approval authority, the disclosures a modified term requires, the credit reporting treatment of an accommodation, and for servicemembers and for disaster-affected borrowers the statutory protections. Consistency is also a fair lending and UDAAP question.
The borrower needs an answer fast and the bank needs the record. Both come from one process.
How it runs
From the requestto the system of record.
A borrower asks for payment relief in any channel, or a trigger (a disaster declaration, a servicemember indication) offers it. Callvu identifies the borrower and opens the request on the loan.
- Borrower
- States the hardship, provides documents, chooses among the options offered, and agrees to the terms on their phone.
- Collections
- Starts the request on a call where there is one and sees its status; does not decide outside its authority.
- Approver
- Decides requests above the automatic rules in the Decision Desk.
- Callvu
- Prefills, collects the hardship, classifies, routes, delivers terms, captures agreement, writes the terms and the reporting treatment.
Prefill and classify
The loan, its payment history, delinquency and prior accommodations are prefilled. The hardship type (income loss, medical, disaster, military service, death in the household) and the product set the options the policy allows and the documents required.
Chase and verify the hardship
The hardship statement is completed and signed on the borrower's phone, and the documents the policy requires for the type (a termination letter, medical bills, military orders, a disaster address check) are uploaded and read. A servicemember or disaster indication applies the statutory protections at once.
Decide
A request inside the automatic rules (a first short deferral on a current loan, for example) is approved by rule. Anything else goes to the approver whose authority covers it in the Decision Desk with the loan, the hardship and only the policy's options: deferral, extension, reduced payment, modification, or decline with reasons.
Terms, agreement, write back
The terms and the required disclosures are delivered on the borrower's phone and agreed with a timestamp. The new terms, the accommodation flag, the credit reporting treatment and the decision are written to the loan system and the collections system together, so the payment, the fees and the contact behavior follow the agreement from that moment.
Where it ends: The borrower has terms they agreed to, the loan system and collections run on them, the reporting treatment is set, and the decision is recorded with its reasons under the policy. The Decision Trace shows the classification and the authority; the Audit Trace shows the documents, the agreement and the writes.
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.
The handoff
Between the front doorand the back office.
The front door
A call, a text, the app, or a trigger. The hardship and the agreement are captured on the borrower's phone.
The back office
Approvers decide in the Decision Desk with the policy's options; the loan system and collections run on the agreed terms from one write.
The Decision Desk
- A request outside the automatic rules goes to the approver whose authority covers it with the loan, the hardship and only the policy's options.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
Questions
What buyers ask next,answered plainly.
What relief can be offered?
The options the bank's policy allows for the product, the hardship type and the delinquency stage. The classification offers only those, and anything beyond them goes to an approver.
How is the credit bureau told?
The reporting treatment for the accommodation is set with the terms and written to the loan system, so the borrower is reported as the rules require.
What about servicemembers?
A military indication applies the SCRA protections on the indication, before any discretionary option, and routes to the SCRA process.
Related processes
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