Collections: locating and verifying borrowers
Collections are a normal part of lending. When a borrower stops responding, the lender needs to find and talk to them. The aim is to reach the right person, understand the situation and agree on repayment. Done well, collections protect the lender and treat the borrower fairly.
Why it matters
A wrong address or a stale number can cost weeks. Visits to the wrong house waste money and embarrass innocent people. Good tracing is accurate, lawful and respectful.
Start with what you have
- The loan application: addresses, phone numbers, employer and references.
- Past communication: earlier calls, messages and promises to pay.
- Verification records: photos, locations and addresses from onboarding.
- Update requests: ask the borrower to confirm current details through a link or a call.
- References: contact those listed, politely, and without sharing the debt details with others.
Confirm the person and the address
- Confirm identity before discussing the loan
- Ask the borrower to join a video call to confirm location
- Compare with the earlier verification
- Record the date, time and location
Rules to follow
- Contact the borrower only at reasonable hours
- Do not threaten or humiliate anyone
- Do not share the debt with neighbours or employers beyond what is allowed
- Follow your regulator's collection guidelines and keep records
- Offer a way to discuss hardship or restructure where policy allows
When the borrower cannot be found
- Update records with the efforts made
- Use lawful field verification where appropriate
- Take legal steps through proper channels
Keep a clean record
Note every attempt: date, time, number called, result and promises made. A clear log protects the lender in a dispute, helps new agents pick up where others left off and shows that the borrower was treated fairly.
How Praman helps
Praman by SatyaSakshi helps lenders reconnect and confirm. The borrower receives a WhatsApp link, shows ID, completes a face match and liveness check and confirms their current address on video, with location and time recorded. Other checks, such as court records or bank-account name, can be added where enabled, and a reviewer prepares the report.
Frequently asked questions
Is it legal to trace a borrower?
Reasonable efforts to contact a borrower are normal, but they must follow the law and regulator guidelines. Harassment is not allowed.
What helps in tracing?
Application details, references, employer contacts, past addresses, phone numbers and the borrower's own updates.
How can address be confirmed?
Through a video call from the location, documents and, where needed, a lawful field visit.
Related: how Praman handles this for businesses · all instant checks
Make verification simple with Praman
WhatsApp link, AI or live video call, instant ID, vehicle, business and court checks, and one evidence report. Built by investigators at SatyaSakshi.
Request a demoWhatsApp +91 70655 67277