Billing & Loan Support
Payment processing, billing inquiries, loan servicing, hardship programs.
AiCX's billing and loan support practice handles the moments customers care about most: their money. We manage payment processing, billing inquiries, dispute resolution, loan servicing, hardship programs, and back-office reconciliation for banks, lenders, fintechs, utilities, telcos, and healthcare providers.
These programs demand precision and empathy in equal measure. Our agents are trained on your billing systems, your regulatory environment (Reg E, Reg Z, FDCPA, FCRA), and the de-escalation skills that turn a frustrated caller into a retained customer.
We instrument every interaction with speech analytics and 100% AI-driven QA — so compliance issues are caught in real time, not in the next audit. Pricing models can be per-FTE, per-transaction, or outcome-based on collection or save rates.
The difference is in how we run the program — not the deck.
Plenty of vendors can quote you a seat. Few can deliver an outcome. Here's what changes when AiCX runs your billing & loan support program.
Regulatory expertise
Reg E, Reg Z, FDCPA, FCRA, TILA, RESPA — agents trained and certified before going live.
Empathy-led de-escalation
Our hardship and dispute teams are recruited and trained for the hard conversations.
Real-time compliance monitoring
Speech analytics flags missed disclosures and prohibited language in the moment.
Save and retention plays
Built-in offer engines and approval workflows for hardship, deferment, and modification.
Integrated payment processing
Secure IVR and live-agent payment capture with PCI-DSS scope reduction.
Reconciliation and back office
Same team handles inquiries up front and the exception processing that follows.
Everything you need on day one — built in.
A billing & loan support program from AiCX ships with the operational scaffolding most clients spend quarters trying to assemble in-house.
- Billing inquiry and dispute resolution
- Payment processing — IVR, live agent, digital
- Loan servicing: payments, payoffs, statements, escrow
- Hardship intake and program enrollment (forbearance, deferment, modification)
- Reg E error resolution workflows
- Reg Z disclosure handling
- PCI-DSS-compliant payment capture (DTMF masking, secure IVR)
- Skip tracing and right-party contact verification
- Promise-to-pay capture and follow-up
- Reconciliation and exception processing
- Customer hardship education and financial wellness
- Multilingual servicing for diverse loan books
How teams put billing & loan support to work.
Reg E dispute backlog cleared
Took on a 14,000-case dispute backlog and cleared it in 60 days while sustaining an 8-day avg. resolution time on new intake.
Hardship surge during natural disaster
Stood up a 200-agent forbearance intake team in 9 days to support borrowers in a federally declared disaster zone.
Disconnect prevention program
Outbound + inbound program lifted save rate 19% and reduced bad debt by $7M annually.
Common questions about Billing & Loan Support.
Don't see your question? Talk to our solutioning team — we'll walk you through pricing, footprint, and ramp options for your specific program.
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Account Management
Dedicated reps managing retention, upsell, cross-sell, and QBRs.
Ready to deploy Billing & Loan Support?
Schedule a 30-minute working session with our solutioning team — bring your KPIs, leave with a delivery plan.