My Role - Borrower Outreach Specialist

Story:

As a Borrower Outreach Specialist you may want automated insights into borrower financial stressors, so that you can tailor assistance programs to each borrower’s situation.

Borrower Outreach Specialists often rely on limited notes or basic payment history when contacting delinquent borrowers. By automatically analyzing financial indicators (income volatility, local unemployment, education ceilings, rise in personal expenses, etc.) the system can surface key stressors. This allows specialists to approach conversations with empathy and recommend assistance programs (loan modifications, forbearance, financial counseling) that fit the borrower’s actual needs.

Acceptance Criteria:

• Insight Generation

  • The system analyzes available data (income data, geographic economic indicators) to detect potential financial stressors.

  • Each borrower profile includes a summary of top 2-3 likely stressors (e.g., “Job loss in region”, “High credit utilization”, “Medical collections”).

• Actionability

  • The system could suggest at least one recommended assistance program or outreach strategy linked to each stressor.

  • Specialists can access these insights directly within their workflow as a dashboard.

• Useability

  • Insights are displayed in plain language, easy to understand during a live borrower call.

  • Specialists can mark whether the suggested stressor was confirmed during the conversation, constantly updating the database.

• Reporting

  • Outreach managers can view aggregated trends in borrower stressors (e.g., “40% of delinquent borrowers in this portfolio show signs of job loss-related distress”).

  • Exportable reports allow servicers to adjust program offerings and partnerships (e.g., increase financial counseling referrals).

Business Value:

• Improves borrower engagement by addressing root causes of delinquency.

• Increases cure rates by matching borrowers with the right assistance programs faster.

• Enhances staff efficiency by reducing guesswork and call prep time.

• Builds borrower trust by showing empathy and relevance during outreach.