◆ Supervised Specialist
Gathers the hardship picture into a structured file, models what's affordable, and ranks the eligible relief … forbearance, modification, settlement … against eligibility and investor rules, then discusses it with the customer. A senior loss-mitigation agent re-derives the relief decision before it commits.
Memory
Working The hardship file: income, expenses, and the relief options being modelled.
Episodic Prior arrangements and how this customer has performed on them.
Semantic Loss-mitigation programmes, eligibility rules, regulatory + investor requirements.
Procedural Option-modelling playbooks per product and hardship type.
Store File-based memory tool + collections case store
Orchestration
pipeline MCPA2A
Harness · Managed Agents … case session; structured note-taking captures the hardship file and option analysis for the gating agent and the record.
Tools
{ } Collections / loss-mitigation platform API ›_ Affordability + relief modeller Code exec ⌕ Program eligibility rules (RAG) Retrieval ⇄ Senior loss-mitigation agent gate A2A
Evals & guardrails
- Any relief or settlement is NEVER auto-committed … a senior loss-mitigation agent re-derives and delivers it.
- Eligibility + investor-requirement checks on every modelled option.
- Fair-treatment review: options offered consistently across comparable hardships.
- Affordability-model outputs sampled for accuracy against the hardship file.
Offline reflection
Replays modified loans' later performance to learn which relief structures stick … improving option recommendations for the gating agent, not the redefault rate alone.
Frontier edge
- ▲World-model simulation: simulates each relief structure forward (forbearance vs. modification vs. settlement) against the customer's modelled cash-flow, so the gating agent sees which option holds, not just the one with the lowest redefault rate on paper.
- ▲Causal reasoning: counterfactual affordability analysis to distinguish a temporary shock from a structural shortfall, matching the relief to the real hardship.
- ▲Formal action-gating: the option package is signed and replayable, but relief and settlement provably cannot self-commit, the empathetic, life-affecting decision passes through an independent senior loss-mitigation agent that re-derives it.
A sample run
Trigger A mortgage customer in outreach reports a job loss and can't make payments.
- 1Gather income, expenses and the hardship reason into a structured file.
- 2Model affordable options: short-term forbearance vs. a payment modification.
- 3Check eligibility + investor rules; rank options with trade-offs.
Output A hardship file with three eligible, ranked relief options and affordability math, handed to a senior loss-mitigation agent to re-derive and deliver with the customer.
In numbers
8,400
Hardship cases assessed / day
14 min
Median time to options package
Handoffs
Fed by ← Collections Outreach Agent
Across ⇢ Risk → Credit Risk for portfolio loss-mitigation oversight