Delinquency Recovery System Solution

The vendor is required to provide delinquency recovery system solution to financial institution providing housing finance solutions, evidence-based insights backed by the latest research and data, and we deliver the government’s housing programs.
- Provide a modern, cloud-based recoveries and collections solution, the “solution”, to support our debt recovery efforts across mortgage and government-funded programs.
- The system should enable corporation personnel to actively manage files, store and retrieve critical documentation, calculate judgments and interest, generate correspondence, and integrate seamlessly with external partners such as credit bureaus and the agency.
- The solution must offer strong data management capabilities, customizable workflows, and technical support that can adapt to our evolving needs and integrate with corporation internal financial systems.
- Corporation uses a mix of internal tools, manual processes, third-party collection agencies, and legal partners, coordinated through a secured third-party platform. 
- This approach presents limitations in automation, monitoring, reporting, and integration with modern systems and external stakeholders.
- To modernize its operations, corporation is exploring a cloud-based, third-party recoveries system solution that can manage the full debt recovery lifecycle—from claim initiation to resolution—while enabling automation, scalability, data governance, and integration with internal systems and external agencies such as the agency and credit bureaus.
- Functional requirements
1. Multi-program debt recovery
•    Ability to support multiple government-funded recovery programs (e.g., mortgage defaults, home retrofit grants, property tax arrears) within a single platform.
2. Judgment and interest calculation
•    Automate statutory and contractual interest accrual, including pre and post judgement interest and retroactive adjustments.
3. Legal case management
•    Support for court filing tracking, lien registration, garnishments, and legal status updates.
4. CRA integration
•    ability to interface with CRA’s refund set-off and tax intercept systems via secure ftp or API (e.g., for GST and HST or income tax offsets).
5. Credit bureau integration
•    Direct integration and compliance with county including reporting, consumer disputes, and account lifecycle tracking.
6. Insolvency module
•    The system shall allow authorized users to input, store, and manage insolvency related data directly through the user interface, ensuring secure retention for future reference and processing.
7. Bilingual case handling (EN/FR)
•    Full bilingual UI, case records, notices and templates. must support all outbound communications in english and French.
8. Customizable workflow engine
•    Low-code and no-code configuration of program specific workflows, aging buckets, escalations, and hardship deferrals.
9. Case lifecycle management
•    Manage full recovery journey: delinquency, dispute, legal, external collection, settlement, and closure
10. Payment plan management
•    Support payment arrangements, monitoring, skip tracing, and auto escalation on non-compliance.
11. Dispute resolution workflow
•    Built-in workflow to handle disputes, pause actions, notify stakeholders, and apply decisions.
12. Secure document management
•    Case-linked upload, storage, and audit of all correspondence, notices, and legal documents.
13. Bulk communications
•    Generate emails, letters, create new letter templates, and send SMS notifications in batches based on workflow events or aging buckets.
14. Integration with d365 F&O and CRM
•    Seamless exchange of debtor data, financials, and case metadata with your core ERP and CRM systems.
15. External collections integration
•    Interface with third-party collection agencies and collection law firms (TPAS), manage placements, track success rates, and reconcile payments.
16. Advanced search and filtering
•    Multi-criteria case search including program type, recovery status, legal stage, geography, and debtor profile.
- Out of scope of work:
1. Source system data cleansing
•    Validating and correcting historical data.
•    Mapping old system fields to the new system schema.
2. CRA and government program liaison
•    Managing agreement, access credentials, and compliance onboarding.
3. Legal and regulatory interpretation
•    defining program-specific recovery rules, interest calculation policies and regulatory reporting requirements.
•    translating these into configuration rules or workflows for the vendor to implement.
4. internal policy and process design
•    drafting standard operating procedures (sops) for collections workflow, escalation and dispute resolution and payment plan eligibility.
•    approvals for these policies lie with corporation internal governance groups.
5. User management and identity infrastructure
•    Maintaining azure ad groups, multifactor authentication (MFA) enforcement and user Onboarding and offboarding processes.
6. End-user training and change management
•    Delivering internal communication and training sessions.
•    Developing internal training materials and job aids (unless the vendor provides templates)
7. Downstream financial reporting or posting
•    Any downstream posting of recovered payments to GL (via d365 F&O), internal subledger or accounting systems.
•    Provides APIs or export files; corporation finance team handles posting logic.
8. Data Lake or power bi dashboard customization
•    Corporation is responsible for building custom cross-system analytics.
•    Vendor may provide extracts and reporting APIs.