[ Kontor / Service / Agent Runtime ]

Agents that do the servicing work, inside your policy.

The Agent Runtime runs the operational work of a credit book in any market: disputes, hardship, collections and everyday requests. Each agent has a defined role, a limit on what it may do alone, and a human it hands over to.

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Servicing

Everyday requests, end to end

Balance and payment queries, settlement quotes, payment date changes, statement copies and statutory information requests, answered from the ledger rather than from a script.

Disputes

Chargebacks and statutory claims

Works out the right route — scheme chargeback, UK Section 75, US Reg Z billing dispute — gathers evidence, files it and tracks every deadline. A human decides any outcome that goes against the customer.

Arrears

Collections your regulator would recognise

Early contact, income and expenditure, hardship proposals and the notices each market requires. The agent follows your policy for that jurisdiction and escalates instead of improvising.

Vulnerability

Noticing, not just processing

Flags signs of vulnerability in conversations and payment behaviour — the UK pack follows FG21/1 — adjusts tone and channel, and routes the customer to a trained person when needed.

[ Agent Operating Procedures ]

Written like a procedure. Run like code.

Every agent runs on an Agent Operating Procedure: the steps, conditions and limits for one piece of servicing work, written in plain language the way you would train a person. Kontor compiles it into policy checks, so it executes the same way every time.

aop / hardship.reduced_payment

v14Approved · Risk

Procedure

When a customer misses a payment and tells us their income has dropped, understand their situation before collecting anything.

1.
Ask about income, expenses and anything affecting their ability to pay.
2.
If there are signs of vulnerability → hand over to a trained specialist.
3.
Offer a reduced plan: up to 3 months, no more than 40% below the scheduled instalment.
4.
Anything outside those limits → propose it to a human with your reasoning.

Never: issue default notices · change interest · promise outcomes

Compiled to 14 policy checks · replayed against 1,208 past cases

Write

Plain language, owned by operations

Your servicing leads write and change AOPs without engineering. The procedure on the page is the procedure in production.

Test

Replayed before it goes live

Every new version runs against your historical cases first, so you see what the agent would have done differently before any customer does.

Approve

Versioned and signed off

AOPs go live through the same four-eyes approval as credit policy, and every agent action records the AOP version it followed.

[ Disputes ]

Chargeback or statutory claim? Often both.

Most markets give cardholders a statutory right against the lender — Section 75 in the UK, Regulation Z billing disputes in the US — while scheme chargebacks are often faster. The disputes agent runs both routes without letting either deadline slip.

Customer disputes a £640 purchase

Chargeback

Claimed under Visa or Mastercard scheme rules, against the scheme's reason-code time limits. The agent files it, tracks representment and manages the pre-arbitration deadlines.

Section 75

The lender is jointly liable for a breach or misrepresentation on single items priced over £100 and up to £30,000. The agent checks eligibility and the debtor–creditor–supplier link, then builds the evidence pack.

The agent usually pursues the chargeback first and keeps the statutory claim open alongside it, because that claim does not depend on scheme deadlines. The same routing runs in other markets against their own statutory rights, such as Regulation Z billing disputes in the US. A human signs off any decision that goes against the customer, and the local complaint clock is tracked from the first contact.

[ Hardship · UK pack shown ]

Forbearance first. Defaults are signed by a person.

Every market expects the same order: understand the customer's situation, offer forbearance, then send the formal notices. Shown here is the UK pack (CONC 7); the EU and US packs swap in their own notices and timings. Each step has its own autonomy setting.

Day 1Missed payment detected
Agent acts
The agent contacts the customer in their preferred channel and checks for signs of vulnerability.
Day 5–30Understand circumstances
Agent proposes · human approves
Collects income and expenditure, points to free debt advice and proposes forbearance in line with CONC 7.3.
2 missedArrears notice
Agent acts
Generates the NOSIA under s.86B (fixed-sum) or s.86C (running account) along with the FCA arrears information sheet.
PolicyDefault notice
Human decides
Drafts the s.87/88 notice with at least 14 days to remedy. A named person signs it off. Agents never issue defaults alone.

[ Long-term debt · UK pack shown ]

The 18, 27 and 36-month rules, tracked from day one.

The ledger already splits every payment between interest, fees and capital, so long-term debt status is a live calculation, not a quarterly batch job. The UK pack implements CONC 6.7; other packs reuse the same tracking for their own minimum-payment rules.

18months

First prompt

The customer has paid more in interest, fees and charges than capital over 18 months. The agent prompts them to pay faster if they can and signposts debt advice.

27months

Second prompt

Still in persistent debt, so the agent sends a second prompt and warns the customer that the card may be suspended at 36 months.

36months

Repayment proposal

The agent proposes ways to repay over a reasonable period. A human approves suspension or any change to the interest charged.

[ Guarantees ]

What every agent is held to.

Bounded	Agents can only call the actions their role grants. They cannot post to the ledger directly or change policy.
Explained	Every action stores its inputs, the policy version it applied and a plain-English rationale a reviewer can read.
Reversible	Agent actions are ledger events, so they can be reversed with a compensating event rather than an edit.
Measured	Outcome MI shows resolution time, upheld rate and the share of cases that reached a human, by cohort, for Consumer Duty reporting.

Kontor Ledger

Event-sourced, double-entry, bitemporal. The system of record for every balance, accrual and fee.

Decision Engine

Origination, limits and real-time authorisation, decided in milliseconds with reason codes attached.

Console

Policy as code, approval queues and a replayable audit trail. Where your people run the programme.

Run your credit book on Kontor.

Bring a product spec or a portfolio extract. We'll show you how the ledger, decisions and agents would run it, and what your regulator would see.

View demo Read the regulatory map