Collection system and method

• US 10,242,402 B1
• Filed: 09/09/2014
• Issued: 03/26/2019
• Est. Priority Date: 07/24/2009
• Status: Active Grant

• Current Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Original Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Inventors: Soccorsy, Benjamin, Tewell, Larry, Carr, Susanne
• Primary Examiner(s): Kazimi, Hani M
• Assistant Examiner(s): Ali, Hatem M
• Application Number:
  US14/481,643
• Time in Patent Office: 1,659 Days
• Field of Search: 705 35- 44
• CPC Class Codes: G06Q 40/03 Credit; Loans; Processing thereof
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46

Abstract

A computer-implemented method for initiating online collections that includes determining a current status of an account held by an account holder, determining a real-time financial profile of the account holder using information on the banking institution computer systems and third party information providers and displaying a customized status message based on the account holder'"'"'s financial profile. The method provides remediation options to the account holder.

Claims

1. A computer-implemented method for initiating account status remediation, comprising:

receiving login information, using an account management system of an enterprise computing system having a memory communicably coupled to at least one processor, from an account holder via an account login display of an online banking website presented to the account holder via a user computing device;

responsive to receiving the login information, accessing, by the account management system, a database and retrieving information regarding an account of the account holder from the database;

determining, by the account management system, based on the information regarding the account, that the account has an adverse account status;

transmitting a splash page to the user computing device, the splash page comprising a first account remediation message, wherein the splash page interrupts a flow of a normal login process to the online banking website;

retrieve, by the account management system, a collection plan associated with the account holder, the collection plan specifying a digital method of delivery of a second account remediation message to the account holder, the digital delivery method being delivery via at least one of e-mail or text, and further specifying a time preference, the collection plan determined based on response information including a read receipt corresponding to a previously sent e-mail or text; and

delivering, using a collection system of the enterprise computing system, the second account remediation message using the specified digital method of delivery at a time corresponding to the time preference, the second account remediation message including an adverse account status display to prompt the account holder to remediate the adverse account status, the adverse account status display being presented to the account holder via the user computing device,

wherein the adverse account status display comprises the second account remediation message generated based on the information retrieved from the database that informs the account holder of an adverse account status of the account, and

wherein the adverse account status display comprises a remediation option that is immediately selectable by the account holder to remediate the account.

2. The method according to claim 1, further comprising generating, using a risk assessment system of the enterprise computing system, a risk assessment regarding the account;

wherein the risk assessment is generated based on an amount of funds in the account associated with the adverse account status and an amount of funds in other accounts of the account holder.

3. The method according to claim 2, wherein the collection system is configured to vary the intensity of the second account remediation message based on the risk assessment.

4. The method according to claim 2, wherein the account holder is presented with options for remediation of the adverse account status by self-cure or is sent directly to a virtual collections agent, depending on the risk assessment.

5. The method according to claim 2, further comprising determining the content of the second account remediation message, wherein determining the content of the second account remediation message comprises customizing the content of the message based on the risk assessment system, the customized content comprising content other than a name of the user and other than account identification information for the account.

6. The method according to claim 2, wherein the risk assessment reflects a prediction of future payment patterns of the account holder based on past and most recent financial information regarding the account holder.

7. The method according to claim 2, wherein the risk assessment reflects changes in credit information, geographic residence and profession of the account holder.

8. The method according to claim 2, wherein the risk assessment reflects month to month account balance trends for the account holder.

9. The method according to claim 2, wherein the second account remediation message is displayed regarding a highest risk account.

10. The method according to claim 2, wherein the risk assessment is based on economic data that (1) is not personal to the account holder and (2) reflects broader economic trends that impact the account holder more directly than the general population as a whole.

11. The method according to claim 1, further comprising:

generating a risk assessment based on the information retrieved from the database; and

determining a sequence of virtual collection agent pages based on the risk assessment.

12. The method of claim 1, wherein the content of the second account remediation message provides a greater number of options for high risk account holders than a number options for lower risk account holders.

13. The method of claim 1, wherein the adverse account status comprises at least one of (1) a payment delinquency on a credit card account or other loan and (2) being over the credit limit on the credit card account.

30. The method of claim 1, wherein the account holder profile includes channel opt-in or opt-out information for the account holder.

14. A computer-implemented method for initiating account status remediation, comprising:

receiving login information, using an account management system of an enterprise computing system having a memory communicably coupled to at least one processor, from an account holder via an account login display of an online banking website presented to the account holder via a user computing device;

responsive to receiving the login information, accessing, by the account management system, a database and retrieving information regarding an account of the account holder from the database, the account including a contact history including a read receipt corresponding to a previously sent e-mail or text;

transmitting, by the account management system, a splash page to the user computing device, the splash page comprising a first account remediation message, wherein the splash page interrupts a flow of a normal login process to the online banking website;

retrieve, by the account management system, a collection plan associated with the account holder, the collection plan specifying a digital method of delivery of a second account remediation message to the account holder determined based on the contact history including the read receipt, the digital delivery method being delivery via at least one of e-mail or text; and

delivering, using a collection system of the enterprise computing system, the second account remediation message using the specified digital method of delivery, the second account remediation message including an adverse account status display to prompt the account holder to remediate an adverse account status, the adverse account status display being presented to the account holder via the user computing device,

wherein the adverse account status display comprises the second account remediation message generated based on the information retrieved from the database that informs the account holder of an adverse account status of the account, and

wherein the adverse account status display comprises a remediation option that is immediately selectable by the account holder to remediate the account.

15. The method according to claim 14, further comprising generating, using a risk assessment system of the enterprise computing system, a risk assessment that indicates a probability of delinquency or default on the account by the account holder, based on the information retrieved from the database, the risk assessment being generated based on an amount of the adverse account status and an amount of funds in other accounts of the account holder;

wherein the collection system is configured to vary the intensity of the second account remediation message based on the risk assessment.

16. The method according to claim 14, further comprising:

generating, using a risk assessment system of the enterprise computing system, a risk assessment that indicates a probability of delinquency or default on the account by the account holder, based on the information retrieved from the database, the risk assessment being generated based on an amount of the adverse account status and an amount of funds in other accounts of the account holder; and

determining the content of the second account remediation message, wherein determining the content of the message comprises customizing the content of the message based on the risk assessment system, the customized content comprising content other than a name of the user and other than account identification information for the account.

17. The method according to claim 14, further comprising:

generating, using a risk assessment system of the enterprise computing system, a risk assessment that indicates a probability of delinquency or default on the account by the account holder, based on the information retrieved from the database, the risk assessment being generated based on an amount of the adverse account status and an amount of funds in other accounts of the account holder;

wherein the risk assessment reflects a prediction of future payment patterns of the account holder based on past and most recent financial information regarding the account holder.

18. The method according to claim 14, further comprising generating, using a risk assessment system of the enterprise computing system, a risk assessment that indicates a probability of delinquency or default on the account by the account holder, based on the information retrieved from the database, the risk assessment being generated based on an amount of the adverse account status and an amount of funds in other accounts of the account holder;

wherein the risk assessment reflects changes in credit information, geographic residence and profession of the account holder.

19. The method according to claim 14, further comprising generating, using a risk assessment system of the enterprise computing system, a risk assessment that indicates a probability of delinquency or default on the account by the account holder, based on the information retrieved from the database, the risk assessment being generated based on an amount of the adverse account status and an amount of funds in other accounts of the account holder;

wherein the risk assessment reflects month to month account balance trends for the account holder.

20. The method according to claim 14, further comprising generating, using a risk assessment system of the enterprise computing system, a risk assessment that indicates a probability of delinquency or default on the account by the account holder, based on the information retrieved from the database, the risk assessment being generated based on an amount of the adverse account status and an amount of funds in other accounts of the account holder;

wherein the second account remediation message is displayed regarding a highest risk account.

21. The method according to claim 14, further comprising generating, using a risk assessment system of the enterprise computing system, a risk assessment that indicates a probability of delinquency or default on the account by the account holder, based on the information retrieved from the database, the risk assessment being generated based on an amount of the adverse account status and an amount of funds in other accounts of the account holder;

wherein the risk assessment is based on economic data that (1) is not personal to the account holder and (2) reflects broader economic trends that impact the account holder more directly than the general population as a whole.

22. The method of claim 14, further comprising generating, using a risk assessment system of the enterprise computing system, a risk assessment that indicates a probability of delinquency or default on the account by the account holder, based on the information retrieved from the database, the risk assessment being generated based on an amount of the adverse account status and an amount of funds in other accounts of the account holder;

wherein the content of the second account remediation message provides a greater number of options for high risk account holders than a number options for lower risk account holders.

23. The method of claim 14, wherein the adverse account status comprises at least one of (1) a payment delinquency on a credit card account or other loan and (2) being over the credit limit on the credit card account.

31. The method of claim 14, wherein the contact history includes at least part of a history of previous channel usage.

32. The method of claim 14, wherein the contact history includes responsiveness information corresponding to the digital method of delivery.

24. A collection method comprising:

receiving, at a financial institution computing system having a memory communicably coupled to at least one processor, interaction data regarding interactions with an account holder at a financial institution, the interaction data comprising log-on information for an online banking website including a date and a time;

creating, using an account management system of the financial institution computing system, an account holder profile based on the interaction data, wherein the account holder profile receives and maintains a plurality of information and data, including the interaction data, collection data, and channel data;

storing, by the account management system, the account holder profile in a database system;

accessing, by the account management system, the database system and retrieving information regarding an account of the account holder;

determining, by the account management system, based on the information regarding the account, that the account has an adverse account status;

selecting, by the account management system, a splash page as a digital delivery channel for an account remediation message to be sent to the account holder, based on the account holder profile and the interaction data including the log-on information for the online banking website comprising the date and the time;

generating, by a message generator of the financial institution computing system, the remediation message to be sent to the account holder;

sending, by the message generator, the remediation message to the account holder, the remediation message being sent via the splash page at a time based on the time of the log-on information, wherein the splash page interrupts a flow of a normal login process to the online banking website.

25. The method of claim 24, wherein information in the customer profile comprises customer-specified preferences for delivery channels.

26. The method of claim 24, further comprising eliminating one or more delivery channels as a message delivery option based on business rules.

27. The method of claim 24, further comprising reducing activity in certain digital delivery channels based on customer behavior patterns, customer preferences, or status of debt.

28. The method of claim 24, further comprising dynamically updating the customer profile containing information from public sources, credit bureau information, past behavioral characteristics of the customer, past account balances, cash flows, and/or account balance trends.

29. A computer system comprising:

an optimization engine of an enterprise computing system having a memory communicably coupled to at least one processor configured to;

receive interaction data, using an interaction management system of the enterprise computing system, regarding interactions with an account holder at a financial institution, the interaction data comprising log-on information for an online banking website;

create an account holder profile based on the interaction data, wherein the account holder profile receives and maintains a plurality of information and data, including interaction data, collection data, and channel data;

store the account holder profile in a database system,

access the database system and retrieve information regarding an account of the account holder;

determine, based on the information regarding the account, that the account has an adverse account status, and

select a splash page as a digital delivery channel for a remediation message to be sent to the account holder, based on the account holder profile, the interaction data including the log-on information for the online banking website, and the risk assessment; and

a plurality of remediation message generators respectively corresponding to different digital delivery channels, at least one of which is configured to;

generate the remediation message to be sent to the account holder; and

send the remediation message to the account holder via the splash page such that the splash page interrupts a flow of a normal login process to the online banking website.

33. The method of claim 29, wherein the interaction data includes interaction time data, and the digital channel is selected based on the interaction time data and based on a time at which remediation message is to be delivered.