As of October 2026, TSI works past-due accounts for fintechs and digital lenders in two stages. Its CXBPO service runs first-party collections and customer care in your brand, by text, email, chat and phone. After charge-off, its Accounts Receivable Management (ARM) service takes over third-party recovery under its own name.
Results vary by portfolio, including account age, balance and type, and by client program.
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub
The problem with growing fast
A lending app can add 100,000 borrowers in a quarter. Its collections team rarely grows that fast, and the first wave of delinquencies tends to arrive right when the team is smallest.
Hiring your way out is slow. Handing early-stage accounts to a traditional agency can feel like handing your brand to someone who talks to customers like it’s 1995. And if you lend through a partner bank, every vendor you add is one more the bank’s examiners will want to see.
Two stages, one partner
| Stage | What TSI does | Whose name |
|---|---|---|
| Early delinquency, 1 to 30 days | Reminders by text, email and in-app message where consent allows, plus inbound care for questions about payments | Yours |
| Later delinquency, before charge-off | Outbound calls and digital follow-up through first-party collections, hardship and payment-plan options inside your policy | Yours |
| After charge-off | Third-party collection under the FDCPA and Regulation F | TSI’s |
| Accounts approved for suit | Referral through TSI’s legal recovery network, only when you authorize it | Law firm’s |
TSI runs a first-party collections and care program for a fintech brand today, with about 60 dedicated staff.
How the work runs
- Agents learn your voice
Agents train on your tone guide, product rules and hardship policy before they take a call. Scripts and templates go live only after you approve them. - Contact follows consent
Texts and emails go only where your customer agreed to them, and call attempts stay inside the Regulation F limits once TSI collects in its own name. - Your systems stay the source of truth
Payments, promises and notes flow back to your servicing platform by API or file, so your app shows the same balance a TSI agent sees. - Results by vintage
Reports show roll rates, cure rates and payments by origination month, so your credit team can see how each vintage behaves.
When a customer can't pay
Digital lenders tend to see hardship early, in missed autopays and failed card retries. Agents can offer the hardship options in your policy (a due-date move, a short payment pause, a plan) and log the reason, so your credit team sees why accounts cure or don’t.
Complaints and disputes route to TSI’s compliance team the same day and back to you, with the call recording attached.
What your partner bank will ask
Banks that sponsor fintech lending answer to examiners for their partners’ vendors. On Sept 11, 2026, the OCC, FDIC, Federal Reserve and NCUA proposed new interagency guidance on third-party risk management that would replace the 2023 guidance.
TSI is licensed or registered in every state that requires it and authorized to collect in all 50 states, DC and Puerto Rico (NMLS ID 950422). It supports on-site and remote audits, shares its control documentation and has worked in regulated collections since 1970. Across its services it reports a 99.997% complaint-free contact rate.
Teams that would rather run their own agency panel can use DebtNext, TSI’s recovery management software, to place and monitor accounts across vendors.
Where TSI isn’t the fit: TSI services and collects your accounts; it doesn’t buy them. If you need to sell charged-off debt, that’s a different transaction. The sell-or-place calculator shows whether a buyer’s bid beats placing the accounts. Pricing is quoted per portfolio, with no public rate card.
Frequently asked questions
Can TSI collect in our brand?
Yes. Before charge-off, TSI’s CXBPO team works accounts in your name, on your scripts and channels.
Does TSI use text and email?
Yes, where your customers have consented, alongside phone and in-app messages.
Can TSI work with our partner bank's oversight requirements?
Yes. TSI supports on-site and remote audits and shares its control documentation with partner banks.
Do you buy charged-off accounts?
No. TSI collects on your behalf and doesn’t purchase debt.
Test one vintage first
The Recovery Performance Diagnostic sets baseline economics on one delinquency bucket or vintage, reviews contact strategy and complaint risk, and designs a carve-out you can run beside your current agency.
General information, current as of October 27, 2026. It isn’t legal advice. Rules change and differ by state, so check the sources linked here and talk to your own counsel before you act on it.