Arrearage management program enrollment

How do we enroll an eligible customer in an arrearage management plan, capture the payment terms, and apply the monthly forgiveness credits by rule as payments arrive?

Enroll on verified eligibility and let the credits follow the payments by rule. Callvu identifies the customer and prefills the account (the arrears eligible for forgiveness, the current charges, the low-income enrollment and the program's eligibility conditions, the prior plan history), checks eligibility by rule (enrolled in or eligible for the discount program, arrears above the program's minimum, no plan in the exclusion period), computes the plan under the program's rules (the monthly payment of the current bill or the budget amount plus any arrears share, the forgiveness credit per on-time payment, the term and the total forgivable amount), chases the income documents where the program requires them beyond the discount enrollment, presents the terms and captures the acceptance on a secure screen, routes a request outside the rules or a prior default to the program desk in the Decision Desk, writes the plan to the billing system, and applies each month's credit by rule when the payment arrives on time, with the missed payment rules and the cure applied from the record.

In scopeComplex: multi-party handoffsCallvu moves: prefill, chase and verify, decide, write back

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Last updated November 7, 2026.

The problem today

The customer made eleven payments on time, the twelfth credit was never applied, and the program's biggest success became a complaint.

Today, without Callvu

Arrearage management plans forgive old debt in exchange for a run of on-time payments. They work when the credits are applied exactly as promised, month after month, and fail in the back office: a credit applied by a manual batch that missed a month, a plan whose terms lived in a spreadsheet, a missed payment that should have triggered a cure notice and instead silently voided the plan. The customer who did everything right is the one who complains.

The program's rules set the eligibility (usually the discount program's), the arrears covered, the payment required each month, the credit per on-time payment and the total forgiveness, the term, the missed payment and cure rules, and the removal and re-enrollment limits. Every one is a rule on the account's payment data. The plan should be a computation at enrollment and a rule at each payment, with nothing left to a batch someone has to remember.

A forgiveness credit applied by rule the day the payment posts is the program keeping its promise.

How it runs

From the requestto the system of record.

A customer enrolled in or eligible for the discount program asks to enroll in the arrearage management plan, or is offered it from the enrollment, a hardship application or a disconnection notice. Callvu identifies them and opens the enrollment.

Customer: Sees the terms and accepts on a secure screen, provides documents where required, and makes the monthly payments.
Program desk: Decides requests outside the rules and prior defaults in the Decision Desk.
Callvu: Prefills, checks eligibility, computes, chases, captures acceptance, routes, writes and applies the credits.

Prefill and check eligibility
The arrears by age, the current charges, the discount program enrollment and its basis, the budget billing amount where one exists, the prior arrearage plans and their outcomes, and the program's conditions are prefilled; eligibility is checked by rule: enrolled in or eligible for the discount program (with the enrollment process run first where needed), arrears at or above the program's minimum, no plan completed or defaulted within the exclusion period.
Compute and present
The plan is computed under the program's rules: the monthly payment (the current bill or the budget amount, plus the arrears share where the program requires one), the forgiveness credit per on-time payment (the eligible arrears divided by the term, or the program's fixed portion), the term and the total forgivable amount, and the missed payment and cure rules; the terms are presented in plain terms with the schedule, and the customer accepts on a secure screen.
Chase and verify, and decide
Documents the program requires beyond the discount enrollment (an updated income attestation, a household change) are chased through a link and checked; an eligible customer who accepts enrolls by rule; a customer outside the rules (arrears below the minimum, a prior default within the period, a request for a longer term) goes to the program desk in the Decision Desk with the record and only the allowed outcomes (enroll, enroll with a condition, refer to another program, or decline with the reason).
Write back and apply the credits
The plan with its terms, the schedule, the forgivable amount and the credit per payment is written to the billing system and the CIS; each month, when the required payment posts on time, the credit is applied to the eligible arrears by rule with the running balance shown to the customer; a late or short payment triggers the program's rules (a grace period, a cure notice with the amount and the date, the number of misses allowed), and a plan that completes closes with the arrears forgiven, or a plan that defaults ends with the remaining arrears restored under the rules, each recorded for the program's reporting.

Where it ends: The customer enrolled on verified eligibility with terms computed under the program, and every on-time payment earned its credit by rule the day it posted, with the billing system holding the plan, the credits and the outcome. The Decision Trace shows the eligibility check, the computation and any decision; the Audit Trace shows the acceptance, each payment and each credit with time.

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

LIHEAP and state assistance program rules: State arrearage management programs, established by the commission's orders or the state's utility assistance statutes and often coordinated with the LIHEAP grantee, forgive a portion of a low-income customer's arrears for each on-time payment over a term (commonly twelve months), with eligibility tied to the discount program's income rules, a minimum arrears, a cap on the forgivable amount, a limited number of allowed missed payments with a cure right, and re-enrollment limits; the program's reporting requires the enrollments, the credits and the completions by month.
State commission tariff rules for the plan's billing: The tariff sets how the plan's monthly payment is billed (the current bill or the budget amount, with any arrears share), how the forgiveness credit is shown on the bill, the treatment of a partial payment, and the restoration of arrears on default; the billing system applies them from the plan record.
State commission disconnection notice rules: A customer keeping an arrearage management plan is protected from disconnection for the arrears in the plan; a default follows the program's cure rules before the collections sequence resumes, which the collections schedule applies.

Company policies

Eligibility is checked by rule against the program's conditions; the program desk decides exceptions.
The plan is computed under the program and accepted on a secure screen; the terms are never in a spreadsheet.
Credits are applied by rule the day an on-time payment posts; missed payments follow the cure rules from the record.
The billing system is the system of record for the plan, the credits and the outcome, with the program reporting written from it.

Controls

Account, arrears and program prefill.
Rule-based eligibility check.
Plan computation under the program's rules.
Secure acceptance and document chases.
Decision Desk for exceptions.
Billing write with rule-based credits, cure handling and program reporting.

Clocks and deadlines

Term: The program's months, with the credit each month on an on-time payment.
Grace and cure: The program's grace period for a payment and the cure notice's date on a miss.
Exclusion period: The program's period after a default or a completion before re-enrollment.

Documents and checks

The eligibility check
The computed plan and the terms as accepted
Any documents and decision
The billing plan record
Each payment, each credit and the outcome

In the Decision Trace

The eligibility rules applied.
The computation.
Any decision and the person.

In the Audit Trace

The acceptance with time.
Each payment and credit with time.
Any cure notice and the outcome.

The handoff

Between the front doorand the back office.

The front door

Any channel including the enrollment and hardship processes and a notice link; the customer accepts on a secure screen.

The back office

The program desk decides only exceptions; billing applies the credits by rule; the program report comes from the record.

The Decision Desk

A customer outside the rules (arrears below the minimum, a prior default within the period, a longer term request) goes to the program desk in the Decision Desk with the record and only enroll, enroll with a condition, refer, or decline with the reason.

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.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.

Across Callvu customers

Questions

What buyers ask next,answered plainly.

Who is eligible?

Customers enrolled in or eligible for the discount program with arrears at or above the program's minimum and no plan defaulted or completed within the exclusion period, checked by rule from the account.

How are the credits applied?

By rule the day each on-time payment posts: the eligible arrears divided by the term (or the program's portion) is credited and the running balance is shown to the customer.

What happens on a missed payment?

The program's grace and cure rules apply from the record: a cure notice with the amount and the date, the allowed number of misses, and the restoration of the remaining arrears on a default.

Related processes

Low-income program enrollment Payment arrangement or deferral Budget billing enrollment Annual program recertification Try it in the sandbox All utilities processes

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