Collections Workspace
Portfolio ageing report and the daily call schedule. Early-stage reminders run as automated
dunning; soft-collection calling is manual: NEXUS produces the report and the schedule, the call centre
calls borrowers offline and records the outcomes here.
How this works: The system emits the ageing report at day close and generates a
prioritised call schedule. There is no auto-dialer in Phase 1. Early-stage reminders run as automated dunning
(SMS, push, email) via Platform Services; soft-collection calls are worked manually from this schedule and
logged here, with promises to pay captured (DEC-07). Pre-approved auto debit runs
separately in the lending core on MTN only; Airtel repayments are per-instalment request-to-pay.
Overdue book
RWF 11.4M
+RWF 620k this week
Accounts in arrears
438
+27 vs last close
PAR 30
6.8%
+0.4 pts
Promises kept (7d)
71%
+3 pts
Calls on today's list
126
64 worked, 62 open
Campaign filters
Filters shape the call schedule belowRWF
Ageing report (age analysis by PAR band)
As at day close 19 Jul 2026, 23:59:59 CAT| Portfolio | Current | 1-30 | 31-60 | 61-90 | 90+ | Outstanding | PAR 30 |
|---|---|---|---|---|---|---|---|
| Instant Cash Loan | 28,900,000 | 1,940,000 | 820,000 | 460,000 | 610,000 | 32,730,000 | 8.9% |
| Salaried Loan | 21,300,000 | 540,000 | 180,000 | 90,000 | 120,000 | 22,230,000 | 4.2% |
| SME Loan | 15,600,000 | 980,000 | 610,000 | 300,000 | 540,000 | 18,030,000 | 13.5% |
| Merchant Financing | 9,100,000 | 420,000 | 160,000 | 70,000 | 210,000 | 9,960,000 | 8.6% |
| Checkout Loan (BNPL) | 6,400,000 | 150,000 | 60,000 | 30,000 | 40,000 | 6,680,000 | 4.2% |
| Total book | 81,300,000 | 4,030,000 | 1,830,000 | 950,000 | 1,520,000 | 89,630,000 | 6.8% |
Current 90.7%
1-30 days 4.5%
31-60 days 2.0%
61-90 days 1.1%
90+ days (NPL) 1.7%
Call schedule - today
126 calls
| Priority | Borrower | Phone | Product | Bucket | Amount due | DPD | Last outcome | |
|---|---|---|---|---|---|---|---|---|
| P1 | Emmanuel Bizimana | +250 788 123 456 | SME Loan | 90+ | RWF 540,000 | 96 | Promise broken | Log call |
| P1 | Grace Umutoni | +250 789 234 567 | Instant Cash Loan | 61-90 | RWF 148,000 | 74 | No answer | Log call |
| P2 | Jean Bosco Niyonzima | +250 738 345 678 | Merchant Financing | 31-60 | RWF 96,500 | 44 | Promise to pay | Log call |
| P2 | Claudine Mukamana | +250 728 456 789 | Instant Cash Loan | 31-60 | RWF 62,000 | 38 | Wrong number | Log call |
| P3 | Aline Uwase | +250 787 567 890 | Checkout Loan (BNPL) | 1-30 | RWF 34,000 | 12 | Paid in full | Worked |
Outcome codes:
Promise to payPaid in full
Part paymentNo answer
Callback requestedPromise broken
Wrong numberRefused
Dispute raised
Promise-to-pay log
19 open| Borrower | Promised | By date | Officer | Status |
|---|---|---|---|---|
| Jean Bosco Niyonzima | RWF 96,500 | 22 Jul | D. Ingabire | Pending |
| Patrick Habimana | RWF 210,000 | 21 Jul | S. Nsengimana | Pending |
| Divine Ingabire | RWF 45,000 | 18 Jul | J. Uwimana | Kept |
| Emmanuel Bizimana | RWF 180,000 | 15 Jul | D. Ingabire | Broken |
Broken promises queue
Accounts that missed a promised date roll into the next call schedule with a P1 priority automatically.
No new broken promises today
Promises due today are still inside their grace window. Broken promises appear here
after the nightly ageing rebuild.
Check again
Note: Collections officers have read-only access to balances and can only write
call outcomes and promises. Any waiver, restructure or write-off is raised from LMS Configuration and
passes through maker-checker. All calls and outcomes are written to the audit log.
Log a collections call
Every attempt is logged whether or not anyone answered. A borrower who is never reached looks different from one who refuses, and only the log can tell them apart.
RWF
The note is the record. Write what was actually said.
A recorded promise changes what happens next. The loan comes out of the call
list until the promised date, and only re-enters if the promise is broken.
Collections Workspace
The book by ageing band, 19 July 2026
The bands are not just reporting categories, they are different problems. A loan 5 days late usually forgot. A loan 95 days late has usually decided. The treatment differs and so does who works it.
| Band | Loans | Value | Share of book | Who works it | Treatment |
|---|---|---|---|---|---|
| Current | 7,918 | RWF 1,884,200,000 | 94.1% | Nobody | Auto-debit collects on the due date |
| 1 to 30 | 318 | RWF 74,180,000 | 3.7% | SMS and automated calls | Reminders. Most self cure in the first week. |
| 31 to 60 | 104 | RWF 24,840,000 | 1.2% | Call centre, named agent | A person calls, and a promise to pay is recorded |
| 61 to 90 | 42 | RWF 11,204,000 | 0.6% | Senior collections | Restructure offered before it hits NPL |
| 90+ NPL | 30 | RWF 8,412,000 | 0.4% | Recovery | Interest suspended, field visit, then write-off assessment |
PAR 30
2.5%
Target under 4%
PAR 90
0.4%
Target under 1%
Self cure rate, 1 to 30
78%
Without a human call
Promise kept rate
64%
Of recorded promises
Interest stops at 90 days. A loan in NPL does not keep growing, because a balance that inflates while nobody can pay it helps nobody and makes an eventual settlement impossible.
Collections Workspace
148 accounts on today list
The list is built from the ageing report, not hand picked. Order is by amount at risk within band, so an agent works the RWF 480,000 at 62 days before the RWF 18,000 at 4 days. Anything with a live promise to pay is excluded.
| Priority | Loan | Borrower | Arrears | Band | Last contact |
|---|---|---|---|---|---|
| 1 | LN-2026-7712 | Patrick Nkurunziza | RWF 484,000 | 61 to 90 | 4 days ago, no answer |
| 2 | LN-2026-8104 | Josiane Uwimana | RWF 312,000 | 31 to 60 | 9 days ago, promised then broke it |
| 3 | LN-2026-8814 | Aline Uwase | RWF 43,054 | 1 to 30 | Never, first arrears |
| - | LN-2026-8009 | Eric Mugisha | RWF 76,000 | 31 to 60 | Excluded, promise to pay 25 Aug |
| Accounts on the list | 148 |
| Excluded for a live promise | 31 |
| Excluded as unreachable | 12, moved to field recovery |
| Excluded for a live dispute | 4 |
| Agents on shift | 9 |
| Accounts per agent | About 16, which is a workable day |
Excluding a promise is the point of recording one. Calling somebody who has already told you when they will pay is how a collections team loses the goodwill it needs on the next arrears.
Collections Workspace
LN-2026-8814, promise to pay recorded
A recorded promise changes what happens next, automatically. The loan leaves the call list until 25 August, no reminder SMS goes out, and nobody calls again before then. If the promise is kept the arrears clear; if it is broken the loan returns to the list at a higher priority.
| Loan | LN-2026-8814, Aline Uwase |
| Arrears | RWF 43,054, 9 days past due |
| Outcome logged | Promise to pay |
| Promised | RWF 43,054 on 25 August 2026 |
| Agent | d.ingabire, today 16:40 |
| Note | Paid on the 25th, will clear in full, asked not to be called before then |
| Removed from the call list | Until 26 August |
| Reminder SMS | Suppressed until 26 August |
| If kept | Arrears clear, the loan returns to current, nothing is reported |
| If broken | Returns to the list at priority 1 with the broken promise on the record |
| Attempt | When | Outcome | Agent |
|---|---|---|---|
| 4 | Today 16:40 | Promise to pay 25 Aug | d.ingabire |
| 3 | 17 Jul 11:20 | No answer | Automated |
| 2 | 15 Jul 09:05 | No answer | Automated |
| 1 | 13 Jul 06:00 | Reminder SMS sent | Automated |
Every attempt is logged, answered or not. A borrower nobody could reach looks very different from one who refused, and only the log can tell a write-off assessment which it was.