mortgage lenders and servicers in the US
AI-native by design. Compliant by default. Outcomes underwritten.
Decades of financial services collections expertise, systematized into an operating system that underwrites outcomes.
12 of Top 20
7 of Top 10
credit card issuers in the US
3 of Top 6
retail banks in the UK
NelsonHall
Leader — GenAI & Process Automation in Banking, NEAT 2025
HFS Research
Horizon 3 Market Leader — Best Service Providers for Mortgage Reinvention
Everest Group
Star Performer & Major Contender — Financial Crime and Compliance (FCC) Operations, PEAK Matrix®
Everest Group
Leader & Star Performer — Banking Operations Services, PEAK Matrix® Assessment
ISG
Leader — Generative AI Services, ISG Provider Lens®
WHY THIS MATTERS
More debt, fewer cures, and rising losses
Record balances and collapsing cure rates push more accounts to charge-off, raising cost-to-collect for every lender.
High Charge-offs
4.11%
The credit card charge-off rate at US commercial banks was 4.11% in the fourth quarter of 2025, holding above pre-pandemic norms.
Federal Reserve Board of Governors, Charge-Off and Delinquency Rates, Q4 2025
Cures Collapsing
47.6%
Only 47.6% of delinquent card accounts were brought current before charge-off in 2024, down from 54.7% in 2022. The window to cure an account is shrinking.
Consumer Financial Protection Bureau, The Consumer Credit Card Market report, published January 2026
Rising debt
$18.8T
US household debt reached a record in the fourth quarter of 2025, up $191B on the quarter. More balances mean more accounts entering delinquency.
Federal Reserve Bank of New York, Quarterly Report on Household Debt and Credit, Q4 2025, February 2026.
PROVEN OUTCOMES
Digital-first collections that delivers measurable outcomes
Digital-first engagement that improves recoveries, reduces charge-offs, and lowers the cost of collections.
91%
self-service adoption
For a leading US personal lender, empathy-led, multi-channel outreach encouraged more customers to resolve online. Liquidation rose 24% within the same program.
$2.5B
balances saved from repossession
For a leading auto lender, early-stage intervention kept $2.5B in balances from rolling into repossession. Curing accounts early protected both the asset and the customer.
120%
more rehabilitations per advisor
For a US federal student-loan default program, compassionate counselling and propensity-to-pay targeting doubled productivity.
21%
performance over control
For the world's largest credit card issuer, a fully digital workflow beat the internal team on the same charged-off accounts, while cutting costs.
Collections solutions for Banking and financial services
Deep collections expertise, rebuilt as an AI-native operation
Every model, script, and decision is shaped by what decades of regulated collections have taught us. Autonomy never comes at the cost of judgment or compliance.
Cure accounts before they ever charge off
Empathy-led, digital-first outreach works your card, auto, loan, and BNPL accounts under your own brand across the 5-to-180-day window, curing balances before they roll, so you protect both the money and the relationship.
Turn charged-off balances back into recovery
Recover more while keeping risk low. Our contingency-based approach means clients pay for outcomes, not effort, across the markets we support.
Litigate only what's worth the spend
For complex accounts that remain unresolved, we provide access to legal recovery pathways designed to maximize returns while maintaining strong governance and compliance standards.
Resolve routine accounts before an advisor dials
Digital engagement helps customers resolve routine payment matters quickly and conveniently, allowing specialist teams to focus on cases that require additional support and expertise.
Audit-ready on every call, not a sample
Compliance is built into the way we operate, with robust governance and oversight helping ensure consistent customer treatment across jurisdictions and regulatory environments.
Work the most collectible accounts first
Better recovery outcomes come from smarter prioritization. We help clients focus effort where it delivers the greatest return, improving performance over time.
CLIENT SPOTLIGHT
79% reduction in cost-to-collect
A global payments company faced a familiar challenge: increasing recoveries while preserving the customer relationships that drive long-term loyalty.
We partnered with the client to modernize its recovery operation, creating a more efficient and customer-friendly engagement model.
Results: Net yield per customer more than doubled, while recovery costs declined by approximately 80%, proving that organizations no longer have to choose between customer experience and recovery performance.
We partnered with the client to modernize its recovery operation, creating a more efficient and customer-friendly engagement model.
Results: Net yield per customer more than doubled, while recovery costs declined by approximately 80%, proving that organizations no longer have to choose between customer experience and recovery performance.
2X-ed net yield per customer
£28M
incremental collections
PROOF OF DELIVERY
Intelligence operates, proven by the outcomes it delivers
We take the numbers out of your projections and pilots. These are results from live financial services customers under real regulatory obligations.
$3M+
collected
For a global FinTech company, we ran operations that achieved 24% liquidation rates, and outperformed all partners with a white-lable digital collections solution.
20%
reduction in cost to collect
A global credit services company used our digital collections solutions with automated roll rate management to improve collections rates while maintaining high CSAT scores.
~60%
of portfolio liquidated
For the world's largest card issuer, we delivered best-in-class compliance, quality, and liquidation across a $100M+-card portfolio.
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.
contact us
Recoveries are structural
Tell us your portfolio and we will show you where recovery moves first.
- An operator diagnoses your portfolio, not an advisor who hands off the work.
- The program is built around your channel mix and your regulators, not a generic model.
- Pricing is tied to recovery and outcomes, not to headcount.