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TEKS Solutions
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Solution

First-Party Collections Support

TEKS staffs first-party collections and accounts receivable programs with agents dedicated to your portfolio. They work inside your CRM, DMS or loan-servicing platform, under your company name and to your scripts and policies — handling payment outreach across calls, SMS and email, payment arrangements and promise-to-pay tracking, and account documentation — as an extension of your own servicing operation.

TEKS Solutions staffs first-party collections support programs with bilingual agents dedicated to one client, working under that client's name and inside its systems, from an operations floor in the Monterrey metropolitan area that holds Central Standard Time all year, with contracting and account management through TEKS Solutions LLC in Arlington, Texas.

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Scope of work

What the dedicated team handles.

Day-to-day activity your TEKS team executes inside your procedures and systems. Scope is set in solution design and can expand as the program matures.

  • Customer payment calls and payment follow-up
  • Payment arrangements and promise-to-pay tracking
  • Account recovery and delinquency follow-up
  • Outbound and inbound communication across calls, SMS, and email
  • Customer account notes and status updates in your systems
  • Account monitoring where appropriate to your workflow
  • GPS or account-status related workflow support when part of your client process

How the program is arranged

  1. 01Every delinquency bucket worked on a written contact schedule, by agents assigned to your portfolio only
  2. 02Outreach in English and Spanish, to your scripts and your payment-arrangement authority
  3. 03Each attempt, promise to pay and outcome noted in your CRM, DMS or servicing platform as it happens
  4. 04Frequency caps, contact windows and cease requests enforced in the dialer, to Regulation F standards

The operating environment

Figures from Federal Reserve Bank of New York and U.S. Bureau of Labor Statistics, each carrying the period it covers and the date it was checked. See the full ledger on the homepage.

5.49%

of U.S. auto loan balances were 90+ days delinquent

2026 Q2 · Federal Reserve Bank of New York · Checked 2026-09-14

3.00%

of auto balances newly entered serious delinquency

2026 Q2 · Federal Reserve Bank of New York · Checked 2026-09-14

$47,030

median annual wage of a U.S. bill and account collector

May 2025 · U.S. Bureau of Labor Statistics · Checked 2026-09-14

In depth

How this program actually runs.

Where a collections program earns its keep

Across the U.S. auto market, Experian measured 2.39% of loans 30 days delinquent against 0.90% at 60 days in the second quarter of 2026. Most late accounts either cure or roll forward before day sixty, and what decides which is whether anyone reached the customer inside that window.

That window is exactly what an in-house team loses first when volume rises: the early-stage attempts get skipped on the busy days, and the accounts that would have cured with one conversation arrive in late-stage collections instead. A dedicated team does not get pulled onto another job, so the 1-to-30 bucket is worked every day.

Cadence by stage, not by mood

Every program runs a written contact schedule tied to delinquency stage: a courtesy reminder before the due date on early payments, a friendly first contact in the first three days past due, a defined sequence of calls and messages across different times of day through day fifteen, then escalation and an arrangement conversation. Every promise to pay is captured with a follow-up scheduled on the agreed date.

The frequency ceiling is Regulation F's presumption of no more than seven attempts per debt in seven consecutive days, enforced in the dialer rather than left to each agent. Attempts are front-loaded where they cure accounts and logged where they protect you.

Documentation your managers can supervise from

Every interaction produces a note in your system of record: who was reached, on which channel, what was discussed, any arrangement and its date, the next follow-up and who owns it. That is how a manager supervises without listening to every call, and it is your evidence if a customer disputes what happened.

It is also the cheapest compliance control you have. The most common debt-collection complaint the CFPB received in 2024 was an attempt to collect a debt the consumer said was not owed — a failure of account data before it is a failure of conduct.

What stays with you

Policy, payment-arrangement authority, settlement decisions, repossession and legal action stay with your team. The program executes the rules you approve and escalates anything outside them. Your organization remains the creditor, and the customer relationship stays yours.

How it works

First-party by design: your name, your systems, your rules.

TEKS agents do not take placements in their own name. They work as an extension of your team — logged into the platforms you authorize, following the scripts and policies you approve, with every note and outcome documented where your managers already look.

01In your name
Customers hear your company, not a third party. The relationship, the account and the creditor status stay with you.
02In your systems
Agents work inside your CRM, DMS or loan-servicing platform. No parallel database, no export, no reconciliation.
03To your policies
Scripts, payment arrangements, escalation paths and compliance rules are yours. We train to them and audit against them.
04Reported to your managers
Activity, promises to pay and outcomes are visible in real time to the people who run your operation.

Compliance standard

Run to Regulation F, whatever the classification.

Whether a specific engagement is classified as first-party servicing or third-party collection under the FDCPA depends on its structure and is determined with your counsel. TEKS runs every program to Regulation F standards regardless of classification.

Call-frequency standard

A presumption of violation for placing more than seven telephone calls about a particular debt within seven consecutive days, or within seven days after a telephone conversation about it — counted per person and per debt.

12 CFR § 1006.14(b)(2)
Time-of-day windows

No contact before 8:00 a.m. or after 9:00 p.m. in the consumer's local time zone.

12 CFR § 1006.6(b)(1)(i)
Cease-communication requests

A written request to stop is honored on receipt, and every email or text carries a clear, simple opt-out.

12 CFR § 1006.6(c), (e)
Workplace and representation

No workplace contact where the employer prohibits it; no direct contact with a consumer known to be represented by counsel.

12 CFR § 1006.6(b)(2)–(3)

Where it applies

Industries this program is built for.

Questions

Common questions about collections support.

What does a collections support team do?
A collections support team handles structured customer outreach for payment activity — including calls, SMS, email follow-up, payment arrangement tracking, and account status updates — following your procedures inside your systems.
Is TEKS a third-party debt collection agency?
No — TEKS does not take placements in its own name. Agents work as a dedicated extension of your team, under your company name and inside your systems, so your organization remains the creditor and keeps the customer relationship. Whether a specific engagement is classified as first-party servicing or third-party collection under the FDCPA depends on how it is structured and is determined with your counsel; TEKS runs every program to Regulation F standards regardless.
What compliance standard do TEKS collections programs follow?
Every program is run to the operative rules of Regulation F (12 CFR Part 1006): no more than seven call attempts per debt in seven consecutive days and no calls within seven days of a conversation about that debt, contact only between 8 a.m. and 9 p.m. in the consumer's local time, cease-communication requests honored on receipt, and a clear opt-out in every text or email. Call recording and QA scoring run against your scripts and policies.
Can collections support work inside our existing systems?
Yes. TEKS agents are trained to work inside your CRM, DMS, loan servicing platform, or other tools you authorize — so every contact attempt, promise to pay and outcome stays visible to your internal team in real time, with no separate database to reconcile.
How is a collections program priced?
Two models: dedicated agents on scheduled coverage (typically a 40-hour-per-week minimum per agent), or a per-account arrangement for broader portfolio servicing. Pricing follows the solution design — TEKS does not publish rate cards — and month-to-month engagements are available where applicable.

By industry

Collections Support by industry.

Where this program runs differently for a specific kind of operation, it has its own page written for that operation.

Further reading

The guides behind this page.

Operator guides from the TEKS resource library, each with its figures sourced and dated.

Next step

Discuss collections support for your operation.

Start with a discovery call. We will map your workflow, systems and coverage needs and come back with a tailored staffing plan and proposal.

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