Family A · Serving customers
MeshFin Assist
Financial hardship and vulnerable customers
A hardship notice recognised in any channel within the statutory time, the options modelled on real income and expenses with consent, the decision taken by a person with reasons and review rights, and collections stopped while the case is open.
MeshFin Assist (MF-05), the service for financial hardship and vulnerable customers, is one of the twenty-four MeshFin services, in the "Serving customers" family, which follows the BIAN Sales and Service business area. It covers the BIAN service domains Customer Relationship Management, Customer Behavior Insights, Customer Case, Delinquent Account Handling and Collections in whole or in part. A hardship notice recognised in any channel within the statutory time, the options modelled on real income and expenses with consent, the decision taken by a person with reasons and review rights, and collections stopped while the case is open. It replaces hardship spreadsheet, collections notes, manual variation letters and vulnerability flags that live in one system only. AI agents carry the work end to end; a named person takes every decision with legal or financial effect on a customer, the balance sheet or a regulatory obligation. It is core for a universal and retail bank, core for a mutual and community bank, core for a non-bank lender and fintech.
BIAN service domains this service covers
In the BIAN Sales and Service business area of the Service Landscape 14.0, in whole or in part. Lay this over your own BIAN map to see what MeshFin Assist covers and what stays. BIAN has not reviewed or endorsed MeshFin.
- Customer Relationship Management
- Customer Behavior Insights
- Customer Case
- Delinquent Account Handling
- Collections
What it replaces
- Hardship spreadsheet
- Collections notes
- Manual variation letters
- Vulnerability flags that live in one system only
What it reacts to
- Hardship notice from the customer on any channel
- Missed-payment pattern
- Vulnerability indicator
- Disaster declaration for a region
- Arrangement review falls due
The agents that carry it
Recognition agent
Recognises a hardship notice or a vulnerability indicator in any channel, opens the case within the statutory time and tells every other service.
Assessment agent
Assembles income, expense and account data with consent, models the options (pause, reduced payments, term extension, capitalisation) and drafts the notice of decision.
Arrangement agent
Sets the arrangement on the account, stops collections, schedules the reviews and reinstates the standard terms when it ends.
Where a person decides
No decision with legal or financial effect on a customer, the balance sheet or a regulatory obligation is taken by an agent alone. In MeshFin Assist, these decisions are held for a named person, with the agent's evidence and recommendation attached.
| Decision | Who decides | Why a person |
|---|---|---|
| Decision on a hardship request | Delegated hardship officer | Statutory decision with reasons and review rights |
| Any enforcement step while a case is open | Team leader | Conduct obligation |
Records it writes
Hardship notice with timestamp · Assessment with reasons · Arrangement on the account · Vulnerability flag with consent
Before MeshFin: the baseline this service is measured against
Illustrative figures for a mid-sized institution on the systems the service replaces. Sample data, not a customer's. A live service reports what its agents are doing instead.
Hardship notices a year
26,000
recognised; more are missed in calls and chat
Answered within the statutory time
84%
today
Collections contact while a case is open
happens
because two systems do not talk
Arrangements reviewed on time
52%
today
Institutions: core for a universal and retail bank, core for a mutual and community bank, core for a non-bank lender and fintech. Universal and retail bank ● · Mutual and community bank ● · Non-bank lender and fintech ●.
Questions banks ask about MeshFin Assist
- What does MeshFin Assist do?
- MeshFin Assist is the MeshFin service for financial hardship and vulnerable customers. A hardship notice recognised in any channel within the statutory time, the options modelled on real income and expenses with consent, the decision taken by a person with reasons and review rights, and collections stopped while the case is open. It reacts to events such as hardship notice from the customer on any channel, missed-payment pattern and vulnerability indicator, and writes hardship notice with timestamp, assessment with reasons, arrangement on the account and vulnerability flag with consent as records.
- Which BIAN service domains does MeshFin Assist cover?
- Customer Relationship Management, Customer Behavior Insights, Customer Case, Delinquent Account Handling and Collections, in the BIAN Sales and Service business area, in whole or in part. The mapping is to the published BIAN Service Landscape; BIAN has not reviewed or endorsed MeshFin.
- What systems does MeshFin Assist replace?
- Hardship spreadsheet, Collections notes, Manual variation letters and Vulnerability flags that live in one system only. Because the service runs on the MeshFin platform, the licence, integration and upgrade costs of those systems retire with them.
- What do the AI agents do in financial hardship and vulnerable customers?
- The recognition agent recognises a hardship notice or a vulnerability indicator in any channel, opens the case within the statutory time and tells every other service. The assessment agent assembles income, expense and account data with consent, models the options (pause, reduced payments, term extension, capitalisation) and drafts the notice of decision. The arrangement agent sets the arrangement on the account, stops collections, schedules the reviews and reinstates the standard terms when it ends.
- Which decisions does a person still take?
- Agents never take a decision with legal or financial effect on a customer, the balance sheet or a regulatory obligation. In MeshFin Assist, a person decides decision on a hardship request (delegated hardship officer) and any enforcement step while a case is open (team leader). The record shows who decided, why, on what evidence and under which delegation.