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Workflow: Client Relationships

Building strong relationships with Debitura's clients (your case originators) is key to partnership success and can lead to more case assignments and better collaboration.

Understanding the client relationship​

Who are the clients?​

Clients are businesses that use Debitura for debt collection services:

  • Direct clients - Businesses with direct Debitura contracts
  • Platform clients - Users from integrated SaaS platforms
  • Enterprise clients - Large organizations with volume agreements
  • SMB clients - Small and medium businesses

Your role in the relationship​

As a collection partner, you represent Debitura to the client:

  • You're the face of collection efforts
  • Your performance reflects on Debitura
  • Client satisfaction affects future assignments
  • Professional conduct is essential

Types of client relationships​

Exclusive partnerships:

  • You're the designated partner for specific clients
  • All cases from that client come to you
  • Direct relationship with client (within guidelines)
  • Higher responsibility and expectations

Network partnerships:

  • You handle cases won through bidding
  • Limited direct client contact
  • Communication through Debitura
  • Performance-based assignments

Communication with clients​

Communication channels​

Through Debitura (default):

  • Portal messaging system
  • Debitura team coordinates
  • All communication logged
  • Recommended for most situations

Direct communication (with approval):

  • For exclusive partners with established relationships
  • Email or phone (as permitted by agreement)
  • Always CC Debitura team
  • Follow communication guidelines

What to communicate​

Required updates:

  • Regular case status updates (per SLA)
  • Significant developments (payment promises, disputes)
  • Challenges or obstacles requiring client input
  • Questions about case details or documentation

Proactive communication:

  • Success stories and positive outcomes
  • Patterns or trends across multiple cases
  • Suggestions for improving case quality
  • Performance metrics and highlights

Avoid:

  • Complaints or negative tone
  • Demands or ultimatums
  • Circumventing Debitura processes
  • Over-communicating on minor details

Communication best practices​

Be professional:

  • Use clear, business-appropriate language
  • Proofread messages for clarity and accuracy
  • Respond to inquiries within 24 hours
  • Maintain respectful, solution-oriented tone

Be transparent:

  • Report both successes and challenges honestly
  • Don't over-promise on outcomes
  • Explain delays or obstacles clearly
  • Provide data to support your updates

Be solution-oriented:

  • When raising issues, propose solutions
  • Offer alternatives when facing obstacles
  • Demonstrate problem-solving approach
  • Focus on path forward

Managing client expectations​

Setting realistic expectations​

Case timelines:

  • Provide honest timeline estimates
  • Explain factors that may affect duration
  • Update if circumstances change
  • Under-promise, over-deliver when possible

Collection likelihood:

  • Be realistic about collectability
  • Flag concerning issues early
  • Recommend case strategies objectively
  • Don't guarantee outcomes

Communication frequency:

  • Clarify update schedule per SLA
  • Set expectations for response times
  • Explain when you'll provide ad-hoc updates
  • Honor your commitments

Handling difficult situations​

When a case isn't progressing:

  • Explain obstacles clearly
  • Provide evidence of efforts
  • Suggest alternative approaches
  • Be honest if case appears uncollectible

When client requests are unreasonable:

  • Explain limitations or constraints politely
  • Suggest alternative solutions
  • Escalate to Debitura team if needed
  • Maintain professional boundaries

When you make a mistake:

  • Acknowledge the error promptly
  • Explain what happened
  • Describe corrective action taken
  • Prevent recurrence

Building long-term relationships​

Delivering consistent quality​

Performance metrics clients value:

  • Collection success rate
  • Average time to collection
  • SLA compliance
  • Communication quality
  • Professionalism

Going above expectations:

  • Provide detailed status updates
  • Share insights about debtor behavior
  • Suggest process improvements
  • Demonstrate expertise and dedication

Understanding client priorities​

Different clients prioritize different factors:

Volume-focused clients:

  • Want efficient handling of many cases
  • Value speed over intensive effort per case
  • Appreciate batch updates
  • Need reliable, consistent service

Relationship-focused clients:

  • Want to preserve customer relationships
  • Value diplomatic collection approach
  • Need sensitive communication
  • Prioritize reputation protection

Recovery-focused clients:

  • Maximize collection amounts
  • Accept longer timelines for better results
  • Value creative collection strategies
  • Willing to escalate when appropriate

Compliance-focused clients:

  • Strict adherence to regulations
  • Detailed documentation required
  • Risk-averse approach
  • Value transparency

Adapt your approach to match each client's priorities.

Working within Debitura's framework​

Respecting boundaries​

Do:

  • Follow communication protocols
  • Route requests through proper channels
  • Coordinate with Debitura team
  • Maintain consistency with platform standards

Don't:

  • Make side deals with clients
  • Bypass Debitura in communications
  • Make commitments outside your agreement
  • Negotiate terms directly with clients

Leveraging Debitura support​

The Debitura team helps you succeed:

  • Account managers - Strategic partner relationship
  • Client success team - Client relationship management
  • Technical support - Portal and system issues
  • Finance team - Payment and ledger questions

Use these resources when:

  • Client has complex requests
  • You need clarification on requirements
  • Issues arise that need escalation
  • You want to propose process changes

Client feedback and reviews​

Performance reviews​

Clients may provide feedback on:

  • Case outcome quality
  • Communication effectiveness
  • Professionalism
  • SLA compliance
  • Overall satisfaction

Reviews affect:

  • Future case assignments
  • Exclusive partnership opportunities
  • Commission rates
  • Partner reputation

Responding to feedback​

Positive feedback:

  • Thank the client
  • Share with your team
  • Continue best practices
  • Use in future bidding

Constructive criticism:

  • Review objectively
  • Identify improvement areas
  • Implement changes
  • Follow up to show progress

Negative feedback:

  • Don't become defensive
  • Understand the root issue
  • Develop action plan
  • Request opportunity to improve

Client-specific requirements​

Special instructions​

Some clients have specific requirements:

  • Collection approach - Diplomatic vs. aggressive
  • Communication style - Formal vs. casual
  • Documentation - Extra evidence required
  • Escalation protocols - When and how to escalate
  • Compliance rules - Industry-specific regulations

Where to find client requirements:

  • Case details "Client Instructions" section
  • Partner portal client profiles
  • Email from Debitura when case assigned
  • Your account manager

Adhering to requirements:

  • Read client instructions carefully
  • Ask questions if unclear
  • Document compliance with requirements
  • Flag conflicts between clients' requirements and best practices

Industry-specific considerations​

Healthcare clients:

  • HIPAA compliance required
  • Patient privacy paramount
  • Sensitive communication approach
  • Regulatory constraints

Financial services clients:

  • Strict compliance requirements
  • Detailed documentation needed
  • Regulatory reporting
  • Consumer protection laws

B2B clients:

  • Professional communication style
  • Business relationship preservation
  • Commercial collection approach
  • Contract enforcement focus

Consumer goods clients:

  • Brand reputation sensitive
  • Customer experience focus
  • Diplomatic approach
  • Dispute resolution emphasis

Escalation and issue resolution​

When to escalate to Debitura​

Escalate when:

  • Client makes requests outside scope of agreement
  • You disagree with client's instructions
  • Communication breakdown occurs
  • Client is dissatisfied with your service
  • You need authorization for special approach
  • Case requires resources beyond your capability

How to escalate​

  1. Document the situation clearly
  2. Gather relevant case information
  3. Contact your Debitura account manager
  4. Explain the issue and impact
  5. Suggest possible solutions
  6. Follow Debitura's guidance

Issue resolution process​

Typical timeline:

  • Initial response - Within 24 hours
  • Investigation - 2-5 business days
  • Resolution plan - Agreed within 1 week
  • Implementation - As needed
  • Follow-up - Confirm resolution

Growing client relationships​

Earning exclusive assignments​

Strong performance can lead to exclusive partnerships:

  • Consistent SLA compliance
  • High collection success rate
  • Excellent communication
  • Positive client feedback
  • Demonstrated reliability

Expanding your scope​

Build relationships to:

  • Increase case volume from existing clients
  • Expand to new geographic regions
  • Handle different case types
  • Take on higher-value cases
  • Become preferred partner

Value-added services​

Differentiate yourself by:

  • Providing market insights
  • Suggesting process improvements
  • Sharing best practices
  • Offering flexible solutions
  • Being a strategic partner, not just a vendor

Next steps​

Related workflows: