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Collections as a Service: Enhancing Customer Retention while Maintaining Revenue

Read Time 3 mins | Written by: Shaun O'Neill

According to the Consumer Finance Protection Bureau, the percentage of U.S. mortgages that are 30–89 days delinquent tripled from June 2021 to December 2023 and is now at 1.8%. Meanwhile, auto loan delinquency rates are also up. According to the New York Fed, 4.4% of outstanding auto debt was at least 90 days late in the first quarter of 2024, up 13.4% from the first quarter of 2023.


For most consumers, their home and car are among their most treasured possessions. That’s why increasing delinquencies in these areas should be of concern to any holder of consumer debt portfolios. In this environment, a comprehensive loan servicing strategy that includes debt recovery for severely delinquent accounts is mandatory for top portfolio performance.

Concord Servicing places our highest priority on maintaining the trust our clients place in us. That’s why, instead of outsourcing late-stage debt collection, we created an in-house division specializing in providing this service. Since the beginning, Blackwell Recovery has set a new standard in the collections industry. By providing third-party collection services that are truly innovative and game-changing, Blackwell Recovery has become a most valued and reliable partner for our clients. At the same time, they can also rely on Blackwell’s industry-leading regulatory compliance and data security.

Traditionally, collections companies have relied on their perceived power, but aside from destroying a consumer’s credit rating, they can only do so much to force debtors to pay. Blackwell Recovery offers a new approach, one that empowers debtors and re-establishes the dialogue.

Blackwell Recovery recognizes that debt collection is, at its heart, about people. Our employees understand consumer mindsets and are committed to helping debtors resolve their credit issues. We understand that before you can collect the debt, you must open a line of communication with the debtor. Our proprietary system can make that happen, which is half the battle in any collections strategy.

Among the many innovative tools offered by Blackwell Recovery is a dedicated website with unique consumer tools and debt management information. It provides resources for consumers to take control of their payment problems, with a copy that motivates and empowers. Our approach emphasizes consumer education and compliance. There’s a voice on the phone who understands their situation. By working with Blackwell Recovery, consumers can often solve their financial challenges so they can continue to benefit from their purchases and protect their credit rating.

Working with Blackwell Recovery signals to debtors that you’re serious about collecting the funds due to you. But best of all, with the best-in-industry collection rates, Blackwell Recovery delivers results that go directly to your bottom line.

If your company is not currently a Concord client, we urge you to take the Blackwell challenge. What does that mean? Compare the results achieved by our Blackwell Recovery subsidiary against your current collections’ methodology. We are confident that Blackwell’s industry-leading practices will come up on top in side-by-side contests with competitors.

Remember, at Concord, we are not just a service provider; we are a partner in your success. We are committed to providing our clients with best-in-class services and technology. We continually invest in our staff, technology, and systems, which allows us to deliver outstanding client support while offering a wide range of services and products at a compelling fee structure.

As a leading loan servicer with more than 30 years of experience, our team is dedicated to the stability and continuity of your loan operations. To learn more about loan servicing or any of our services, contact us today at (866) 493-6393 or


We can help optimize your loan portfolio...

Shaun O'Neill

As President and Chief Strategic Officer, Shaun offers an expansive view into dynamic integrated solutions of consumer finance with a foundation of people, processes, and technology.