Online collection portal system and method

• US 9,552,610 B1
• Filed: 07/24/2009
• Issued: 01/24/2017
• 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: Tewell, Larry
• Primary Examiner(s): Kazimi, Hani M
• Assistant Examiner(s): Ali, Hatem M
• Application Number:
  US12/509,300
• Time in Patent Office: 2,741 Days
• Field of Search: 705/35
• US Class Current: 1/1
• CPC Class Codes: G06Q 40/03 Credit; Loans; Processing thereof
• CPC Class Codes: G06Q 40/06 Asset management; Financial planning or analysis

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 via an online banking website, comprising:

receiving login information, using an account management system, from an account holder via an account login display presented to the account holder via a user computing device;

responsive to receiving the login information, accessing a non-transitory machine-readable storage medium to access a database and retrieving information regarding an account of the account holder from the database;

generating a risk assessment of the account holder that indicates a probability of delinquency or default on the account by the account holder based on an amount of the adverse account status and an amount of funds in other accounts of the account holder, using a risk assessment system;

selecting a format of presenting an account remediation message to the account holder based on a level of risk determined by the risk assessment system, wherein the format varies according to the level of risk associated with the probability of delinquency or default;

delivering, using a collection system, the account remediation message using the format selected, including generating 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 to view following the account login display via the user computing device, wherein the adverse account status display comprises the 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

in response to determining a relatively high degree of risk, generating and providing a splash page configured to display the account remediation message when the account holder logs onto the online banking website, wherein the splash page interrupts a flow of a normal login process to the online banking website.

6. The method according to claim 1, wherein the account login display is a first display page, wherein a second display page is the display page presented to the user immediately following the first display page, and wherein the splash page is provided between the first display page and the second display page.

7. The method according to claim 6, wherein the second display page is an account summary page that includes account balance information for the account.

24. The method of claim 1, wherein the format is part of a webpage after login when there is a lower level of risk.

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

2. A computer-implemented method for initiating account status remediation as part of an online banking website of a financial institution, comprising:

receiving login information, using an account management system from an account holder;

responsive to receiving the login information, accessing a non-transitory machine-readable storage medium to access a database and retrieving information regarding an account of the account holder from the database;

generating a risk assessment that indicates a probability of delinquency or default on the account by the account holder, using a risk assessment system, based on the information retrieved from the database;

selecting a format of presenting an account remediation message to the account holder based on the risk assessment system, wherein the format varies according to a level of risk;

delivering, using a collection system, the account remediation message using the format selected, including generating a display for presentation to the account holder via an account holder device to prompt the account holder to remediate an adverse account status, wherein the display comprises the 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

in response to determining a relatively high degree of risk, generating and providing a splash page configured to display the account remediation message when the account holder logs onto the online banking website, wherein the splash page interrupts a flow of a normal login process to the online banking website.

3. The method according to claim 2, wherein the format of the account remediation message is determined, and wherein selecting the format of presenting the account remediation message comprises determining that the account remediation message is to be provided on an account summary page.

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 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.

8. 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.

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

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

11. The method according to claim 2, wherein the account remediation message is displayed regarding an highest risk account.

12. 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.

13. The method according to claim 2, 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.

14. The method according to claim 13, wherein branding of the virtual collection agent pages is consistent with branding of the on-line banking website of the financial institution.

26. The method of claim 2, wherein the format of the account remediation message increases when there is a higher level of risk.

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

28. The method of claim 2, wherein the adverse account status comprises at least one of an overdrawn checking account, and excessive number of transactions on the account.

15. A computer-implemented method for initiating account status remediation via an online banking website of a financial institution, comprising:

receiving bank account login information, using an account management system, from an account holder via an account login display presented to the account holder via a user computing device;

determining, using an account management system, a current status of the account held by the account holder;

generating a risk assessment of the account holder that indicates a probability of delinquency or default on the account by the account holder, using a risk assessment system, based on the information retrieved from the database;

selecting a format of displaying an account remediation message to the account holder based on the risk assessment, wherein the format varies according to a level of risk associated with the probability of delinquency or default;

displaying, using a collection system, the account remediation message following the account login display according to the format selected to inform the account holder of the adverse account status and provide remedial options to the account holder to prompt the account holder to remediate the adverse account status; and

in response to determining a relatively high degree of risk, generating and providing a splash page configured to display the account remediation message when the account holder logs onto the online banking website, wherein the splash page interrupts a flow of a normal login process to the online banking website.

16. The method according to claim 15, further comprising determining a risk based score for the account holder based on most recently available financial profile of the account holder.

17. The method according to claim 16, further comprising providing self-cure options based on the adverse account status and the risk based score.

18. The method according to claim 16, further comprising varying the severity of the account remediation message based on the financial profile of the account holder.

19. A computer-implemented method for initiating online collections via an online banking website of a financial institution, comprising:

determining a current status of an account held by an account holder at a banking institution, using an account management system;

determining a real time risk assessment, using a risk assessment system, for the account using information in a computer system of the banking institution and based on information received from third party information providers, the real time risk assessment indicating an adverse account status in connection with the account;

generating an account remediation message to be displayed on an account holder device customized based on the risk assessment;

generating a risk assessment of the account holder that indicates a probability of delinquency or default on the account by the account holder, using a risk assessment system, based on the information retrieved from the database;

selecting a format of presenting the account remediation message to the account holder based on the risk assessment system, wherein the format varies according to the level of risk associated with the probability of delinquency or default;

delivering, using a collection system, the account remediation message using the format selected, including generating, using the collection system, 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 following the account login display, wherein the adverse account status display comprises the account remediation message generated based on the information retrieved from the third party information provider; and

in response to determining a relatively high degree of risk, generating and providing a splash page configured to display the account remediation message when the account holder logs onto the online banking website, wherein the splash page interrupts a flow of a normal login process to the online banking website.

20. The method according to claim 19, wherein the content of the message is customized for each account holder such that different messages are seen by different account holders, the customized content comprising content other than a name of the account holder and other than account identification information for the account.

21. The method according to claim 20, wherein the collection system is configured to vary the intensity of the message.

22. The method according to claim 20, wherein the most recent account information is used in the account remediation message.

23. The method according to claim 20, further comprising maintaining a dynamically updated self-cure table that comprises information from public sources, credit bureau information, behavioral characteristics of the customer over the past 12 months, past account balances, cash flows, and account balance trends.