Software as a Worker: Agentic AI Comes to Collections

An adverse action notice can't say "because the bot told me so." That's the constraint on every AI risk model in lending, and it's where part two of our conversation lands. Jay Mossman of AKUVO and Dave Wasik of Second Order Solutions join host Barry Roach to work through where AI agents actually earn their place across the collections lifecycle, and where they don't. Dave maps the easy wins to the extremes: payment reminder nudges at one end, long defaulted accounts nobody could profitably dial at the other. The middle, where a borrower is severely delinquent and weighing bankruptcy, is where loss mitigation is won or lost, and it's the part lenders are slowest to hand over. Jay describes the wave he sees arriving now: agentic suites reading bankruptcy dockets, preparing proof of claim, tracking Chapter 13 payments, handling repossession and foreclosure. He has a name for the shift. Software as a service is becoming software as a worker. Then the hard part. The gating factor isn't model sophistication, it's explainability. Dave points to a PayPal settlement covering lending actions that were viewed as progress in 2020 and as discrimination five years later, and asks how a bank writes standards that outlast whoever is in power. This is part two of two. Part one, "Nobody Answers the Phone: How Default Management Moved Upstream," is here: https://www.leadersinlending.ai/nobody-answers-the-phone-how-default-management-moved-upstream/

WHAT YOU'LL LEARN

• Why AI's easiest collections wins sit at the extremes of the lifecycle, and why the middle is the hard part
• How a collector copilot differs from a voice bot, and why it may matter more
• Which specialty processes are next: bankruptcy dockets, proof of claim, reaffirmations, repossession, foreclosure
• Why explainability, not methodology, is the real constraint on AI risk models
• How a 2008 scale downturn would play out differently today

GUESTS

Jay Mossman, AKUVO. Nearly two decades in banking before founding a series of companies over 30 years, including Akcelerant and now AKUVO, both focused on default management and portfolio risk. 

Dave Wasik, partner at 2nd Order Solutions, a credit and lending advisory firm working with banks, specialty lenders and fintechs across the credit lifecycle. More than 30 years in credit and lending, and previously led collections and recoveries for Capital One's U.S. card business through the Great Recession. 

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