Sistema para la Gestión de cobranzas y recuperación de cartera del Banco de Loja

Abstract

Abstract: Financial institutions face significant challenges in collections management and portfolio recovery, especially when they lack systems to efficiently plan visits to delinquent customers and track field operations. This situation directly affects staff productivity, timely decision-making, and institutional liquidity. In this context, Banco de Loja faces similar limitations, as its current system does not allow advisors to properly organize their routes or supervisors to monitor the completion of these activities. Therefore, this paper proposes the development of a system for collections management and portfolio recovery that integrates task automation, strategic customer segmentation, location georeferencing, the recording of management outcomes, and the operational monitoring of advisors. This proposal is part of an experimental study and was developed using the Agile Scrum methodology, allowing the system to be adapted to the real requirements of Banco de Loja, optimizing internal processes and improving portfolio recovery.