Compliance review of every call, message and account event, rather than a sample.
Bluegrass builds compliance review systems for lenders and servicers. Every servicing and collections conversation and account event is checked against federal and state rules and your policies, and your compliance team decides on each shortfall.
Most quality assurance teams review only a small sample of calls, so a drifting script or a fee charged wrongly in one state can run for months, and examiners expect lenders to find such problems first.
What servicing compliance review involves today
Quality assurance analysts score recorded calls and messages against a scorecard covering identity checks, disclosures, misrepresentation and how stop-contact requests, disputes and complaints were handled. Separately, compliance testing checks fees, interest, payment application and notice timing against each state's rules.
Manual review reports weeks late and misses complaints in ordinary conversations, and a pattern an examiner finds first becomes a finding, often with a remediation bill. With the recordings already made and no borrower contact, this is a sensible first system for many lenders.
How automated compliance review works
- 01
Collect the record
Recordings, transcripts, texts, emails, letters and account events are gathered, whether the conversation was held by your staff, an outside agency or an AI agent.
- 02
Check against the rules
Each conversation and event is checked against your procedures and the federal and state rules for the account. Checks include identity verification before the debt is discussed, disclosures, contact limits, stop-contact requests and state fee and interest limits.
- 03
Capture complaints
Expressions of dissatisfaction are identified wherever they occur, including calls and messages never logged as complaints, and routed into your complaint process.
- 04
Route for remediation
Each finding goes to the right reviewer with its recording or document and rule. A confirmed issue that could affect other accounts is traced across the portfolio so remediation reaches every affected borrower.
- 05
Report
Findings are reported by agent, team, vendor, rule and state for your compliance committee and examiners, with every figure traceable to the conversations and events behind it.
Where people stay in the loop
Your compliance team decides whether each finding is a violation, what remediation follows and what is reported to the board or a regulator. The rules are agreed with your compliance team and counsel, who remain responsible for interpreting the law.
The system's findings are first compared with your analysts' scores on the same conversations, and analysts then review findings across every conversation rather than scoring a sample.
The systems it works with
The system reads from your dialer and call recording platform, text and email providers and servicing system, and writes findings to the case or complaint management system your compliance team already uses.
When to build it, and when to buy it
Several conversation analytics products now use AI to score every call against a scorecard, so a lender with one contact center platform and standard rules may be well served by one.
A custom build makes sense when the review must cover account events too, when your state footprint and policies need rules a scorecard cannot express, or when calls by outside agencies and AI agents need the same review as your staff's.
We hold no reseller agreements, partner quotas or revenue share with any vendor, so a recommendation to buy is made on its merits.
What this work costs you today
A quick way to put a number on the problem before talking to anyone, using your own figures rather than ours.
Enter your volume and the minutes each one takes to see what the work costs in a year.
The numbers stay in your browser and are not stored or sent anywhere. Bring the figure to the first call, since it is the baseline any system should be measured against.
Questions about servicing compliance review
- Can it review conversations held by AI agents and outside agencies?
- It reviews conversations held by AI agents, your staff and outside collection agencies against the same rules, since regulators expect lenders to oversee collection work done on their behalf as closely as their own.
- How does it keep up with changes in the law?
- Your compliance team can read and change the rules, and each change is tested on past conversations first. We build the initial set with your team and counsel, and the runbook we hand over covers keeping it current.
- Does it replace our quality assurance team?
- It changes what the team does: they review findings across every call instead of scoring a sample, spend more time on coaching and remediation and keep the decision on every finding.
Related systems
A senior team that has done this before
We are a small, entirely senior team with fifty years of combined AI engineering, multiple granted patents and Y Combinator founders, from Yale, MIT, McKinsey, Goldman Sachs, Microsoft and Vista Equity Partners. The people who scope your work are the people who write the code.
Selected work
We built the AI transformation roadmap for a top-50 P&C brokerage, and it is saving the firm millions of dollars in vendor fees it did not need to pay.
Clients include some of the largest banks, RIAs, fintechs and AI labs, as well as a top-3 P&C carrier, a top-10 P&C brokerage, a top-5 trucking brokerage, a leading specialty MGA and a leading trucking MGA.
We run only 3 to 5 engagements at a time, so that every client works directly with the senior team.
About the team- Dozens
- of insurance companies, RIAs, banks and fintechs we have worked with
- 50 yrs
- combined AI engineering experience
- 10+ Patents
- granted to members of the team
- 100%
- of the IP we build is assigned to you
Find out whether this is worth building for your business.
A 30-minute call with an engineer usually shows whether this is worth building. Within a week you will have a free written point of view, including whether a packaged product would serve you better.