Retain customers with fair and early delinquency resolution
Firstsource runs your pre charge-off collections under your brand: self-serve-first, empathy-led, omnichannel, and built to cure accounts before they roll.
8 of Top 10
Credit Card Issuers
3 of Top 10
BNPL providers
7 of Top 10
Fintechs
WHY THIS MATTERS
The early-resolution window is closing fast
As balances climb and fewer accounts cure on their own, more delinquency reaches charge-off, raising cost-to-collect for every COO and CFO.
Cure Collapse
52.4%
of delinquent card accounts ultimately moved to charge-off.
CFPB, The Consumer Credit Card Market, December 2025
Energy Arrears
£4.55B
energy debt in Great Britain, up 18% from last year.
Ofgem, Debt and arrears indicators, 2025
record balances
$1.21T
US credit card balances in Q4 2024, 7.3% YOY increase
Federal Reserve Bank of New York, Household Debt and Credit Report, February 2025
PROVEN OUTCOMES
Despite the shrinking cure gap, early recoveries collect
Balances rolled back and liquidation lifted, by curing accounts before they reach charge-off.
$124M
balance rolled back
For a top-2 US bank, we ran bilingual first-party servicing across the 5–180 day window, rolling back $124M in delinquent balances.
20%
higher collection
For a leading US personal lender, an AI orchestration engine increated collections by 20% and enabled 91% to self-serve.
36%
reduction
Cost to serve across personal loans and credit card portfolio reduced by 36% for a top-5 US bank.
$2.5B
balances saved
For a top-4 US auto lender, early-stage intervention saved $2.5B in balances from rolling into repossession.
First-party Solutions
First-party collections meets the customer where they are
AI orchestration, multi-channel engagement, and propensity and predictive modelling ensures higher liquidation rate and quicker recoveries across the value chain.
Service the account before it charges off
We manage the pre charge-off lifecycle across the 5–180 day window under your brand, as a white-labelled extension of your team. Every account is scored and segmented at intake using over 1000s segment variables, setting a collectability score and the best time to contact before the first outreach.
Reach every customer on the right channel, at the right time
Reminders are orchestrated across email, SMS, two-way SMS, webchat, in-app, and letters, with each channel assigned by segment, behavior, and response history. Cadence and content adjust automatically as engagement data arrives, and GenAI personalizes tone and offer per account.
Identify hardship early; treat customers fairly
Hardship and vulnerability are flagged at segmentation rather than at escalation. Income-and-expenditure workflows and specialist hardship signposting route customers to affordable payment plans, with FCA, Ofgem, Ofcom, FDCPA, and Reg F rules embedded in decisioning rather than applied after the fact.
Let customers resolve on their own, around the clock
A secure self-serve payment portal stays open 24/7 so customers can set up plans and pay without a live advisor, removing friction at the point of resolution. Offer permutations adapt bucket by bucket as the account ages and engagement signals shift.
WHO WE SERVE
AI-native early-stage solutions for every industry we serve
The rules, the channels, and what counts as a fair outcome change from one industry to the next. Therefore, the collections operations changes, and our solutions are built to adapt to and incorporate the nuance at every turn.
Banking and Financial Services
Cures across the credit book
For card, fintech, lending, auto, and BNPL portfolios, we run bilingual first-party servicing across the early delinquency window as an extension of your brand.
Healthcare Provider
Patient balances resolved early
We help healthcare providers recover patient billing and self-pay balances through digital self-service payments and payment links, accelerating collections while preserving the patient relationship.
Energy and Utilities
Early arrears handled
We support energy and utilities providers with early-collections programs that build affordable payment plans across arrears and ongoing consumption for customers experiencing financial hardship.
CUSTOMER STORY
Self-service helped 91% of customers manage payment terms
For a leading personal lending institution in the US, self-service on the website enabled 91% of customers who owed money to manage their payment terms.
Empathy-led, digital collections
Liquidation rates up 24%
A leading US personal lender needed to lift recoveries across its secured and unsecured portfolios without damaging customer relationships or breaching a contractual cost-to-serve commitment. Liquidation had plateaued, and too many customers reached an advisor before they reached a payment.
We deployed a multi-channel, empathy-led engagement approach that helped customers resolve balances more effectively, directing routine interactions to digital channels while enabling specialists to focus on hardship and complex cases. Performance was held to a contractually guaranteed cost-to-serve target.
We deployed a multi-channel, empathy-led engagement approach that helped customers resolve balances more effectively, directing routine interactions to digital channels while enabling specialists to focus on hardship and complex cases. Performance was held to a contractually guaranteed cost-to-serve target.
Outcomes we owned
Millions
collected
+24%
liquidation rates
27%
cost-to-serve reduction
91%
self-service on website
PROOF OF DELIVERY
Robust collections programs that deliver repeatable outcomes
Cost cut, cash collected, and balances rolled back, across first-party books.
£40M
reduction in write-offs
With a first party, white-label, pre-write-off collections solution handling all interactions, we reduced cost to collect and retained customers.
32%
cost savings
For a leading US auto lender, we modernized a 20-year legacy system, replacing it with our platform cut cost and lifted collections rates by over 20%.
$3M
revenue generated
For a global BNPL FinTech, a fully automated, a white-label digital collections platform generated $3M in revenue, and reached best-in-class network rankings.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
How a multi-state US electric utility accelerated $305M through digital outreach
A large, multi-state US electric utility partnered with Firstsource to modernize its collections and customer outreach operations through digital communications. The objective was to supplement existing mailed and field-based processes with timely, electronic outreach that could expand customer response windows, encourage self-serve payments, and reduce reliance on field activity.
Contact us
The cure window is closing
Talk to a first-party collections lead and get a portfolio read within two weeks.
- Diagnosed by the operator who runs the program, not an advisor.
- Built around your channel mix and brand, not a generic maturity model.
- Priced on the outcome we move, not the headcount we add.