A WORKING DAY / HEAD OF RETENTION
Recapture Borrowers
Turn the right trigger into a prepared borrower conversation.
Explore the work, the evidence and the decisions that stay with your team.
A reason to reconnect.
A portfolio trigger surfaced a review
Full workflow storyPrepared context stays with the opportunity.
Illustrative screens · fictional data
Fictional data and illustrative screens. Scope, systems, channels and acceptance criteria are agreed before implementation.
EXPLORE THE DETAILS
01Know who has a reason to reconnect.
Approved portfolio triggers surface borrowers for review. In this example, a rate-change signal opens a retention opportunity. A signal is a reason to assess relevance, not a promise of savings.
02Check the context before the outreach.
Review permitted loan data, contact preferences and suppression rules. The example borrower has opted into email; other channels stay unavailable until consent and integration requirements are met.
03Give the borrower a useful starting point.
Prepare a message explaining why you are reaching out. A loan officer checks the offer assumptions and required disclosures before any send. Borrowers can decline or opt out.
04Start with what you already know.
Prefill permitted information in a new application. The borrower reviews and corrects every field before submission. New documents and eligibility checks remain part of the process.
05Keep the conversation with the file.
Route the confirmed application, borrower changes and conversation history to the assigned loan officer. Preserve the source and confirmation time for each prefilled value.
06Measure recapture through funding.
Track the full funnel from eligible contact to response, completed application and funded loan. Report unsubscribes and complaints alongside commercial outcomes.
AGREE THE BASELINE
Know what better looks like.
Qualified responses · completed applications · funded recapture.
Start with representative cases. Agree the measurement window, error severity and acceptance criteria. Review actual results before expanding the automation.