01
Mandate-Controlled Workflows
All actions follow institution-defined workflows and controls.
FOR PANEL & CORPORATE PARTNERS
A recovery partner built for institutions that cannot afford reputational risk
Every account placed with a recovery agency still carries your organisation's name. The question is not only whether recovery happens — but how it happens, who remains accountable, and whether you can see what is being done on your behalf. Finder & Partners is built around that question.
MANDATE CONTROL · HUMAN OVERSIGHT · CUSTOMER PROTECTION · AUDIT VISIBILITY
01 — WHY INSTITUTIONS APPOINT US
Recovery performance is visible. Recovery risk is often invisible — until something goes wrong.
One poorly handled interaction can become more than a collection issue. It can become a customer concern, an internal escalation, a compliance question or a reputational problem for the organisation that appointed the agency. That is why we believe a recovery partner should not operate as a black box.
The institution should retain visibility. The mandate should define the boundaries. Human accountability should remain identifiable.
Recovery capability without giving up institutional control.
02
Human Oversight & Escalation
Skilled professionals with clear escalation paths for complex or sensitive cases.
03
Recorded Activity & Review Evidence
Full activity records and audit-ready evidence for institutional oversight.
04
Approved Engagement Parameters
Clear boundaries and institution-approved engagement rules.
02 — WHO WE WORK WITH
Governance Built Into Every Engagement
Every client engagement is structured around clear authority, defined controls, transparent reporting and responsible conduct.
Operational governance
Defined processes, authorised roles and controlled recovery pathways.
Client policy alignment
Engagement operates within the applicable client mandate and approved parameters.
Reporting visibility
Structured operational and performance reporting aligned to agreed requirements.
Data governance
Account information is handled within the authorised recovery scope with role-based controls and applicable privacy requirements.
Customer protection
Professional and respectful engagement designed to support resolution while protecting the appointing organisation's customer relationship.
01/OVERVIEW
Stage 1 of 5Operational governance
Defined processes, authorised roles and controlled recovery pathways.
03 — THE APPOINTMENT PROCESS
We do not begin with collection activity. We begin with the mandate.
Before an appointed portfolio becomes an operational portfolio, the boundaries must be understood — what is permitted, what requires escalation, how customers may be engaged, what information should remain visible and how outcomes will be reported. Only then does recovery activity begin.
MANDATE BOUNDARY MANDATE DEFINITION
Appointment scope, permitted activities, account categories, escalation boundaries and agreed operating requirements are documented before activity begins.
CONTROLLED TEMPLATE COMMUNICATION GOVERNANCE
Applicable scripts, templates and engagement parameters are aligned with approved client requirements before operational use.
SYSTEM VALIDATION PORTFOLIO ONBOARDING
Appointed account portfolios are received through controlled processes and organised according to the applicable mandate, risk structure and operating requirements.
VISIBILITY SETUP REPORTING CONFIGURATION
Reporting cadence, agreed KPIs and operational visibility are configured around the requirements of the appointment.
HUMAN OVERSIGHT GOVERNED OPERATIONS
Recovery activity proceeds within the documented mandate, with authorised personnel responsible for material customer-impacting decisions and escalation.
AUDIT EVIDENCE ONGOING ALIGNMENT
A defined coordination pathway supports policy changes, account instructions, operational reviews and escalation between the appointing organisation and Finder & Partners.
Appointment governance continues
04 — WHAT PARTNERS CAN EXPECT
An institutional approach to governance
Your recovery partner is operating under your name. If that question matters to you, start the conversation with Naya.
01
YOUR POLICIES REMAIN THE REFERENCE POINT
The applicable client mandate and approved operating parameters shape how recovery activity is conducted.
02
YOU SHOULD BE ABLE TO UNDERSTAND WHAT IS HAPPENING
Relevant recovery activity and outcomes are recorded within controlled systems to support reporting, review and audit visibility.
03
MATERIAL DECISIONS REMAIN ACCOUNTABLE
Technology can assist with organisation, prioritisation and monitoring while material customer-impacting decisions remain subject to authorised human oversight.
04
CUSTOMER TREATMENT REMAINS PART OF RECOVERY PERFORMANCE
Professional engagement, appropriate escalation and respectful communication support both recovery objectives and the underlying customer relationship.
05
YOUR INFORMATION STAYS WITHIN ITS AUTHORISED PURPOSE
Account information is handled within the authorised recovery scope and applicable access, retention and privacy controls.
06
REPORTING SHOULD SUPPORT DECISIONS, NOT JUST RECORD HISTORY
Operational and recovery information can be structured around agreed reporting requirements and appointment-specific KPIs.
05 — PROTECTING YOUR CUSTOMERS
A recovered account should not become a damaged customer relationship.
The way an account is handled can influence how the customer remembers the institution long after the recovery matter is resolved. Our approach therefore treats customer engagement as part of the recovery outcome — not something separate from it.
PEOPLE • FAIR TREATMENT • LONG-TERM TRUST
01.
Clear purpose of contact
Be transparent about why we’re contacting the customer.
02.
Accurate and mandate-aligned information
Provide information that is accurate and consistent with our mandate.
03.
No misleading statements or inappropriate pressure
Communicate fairly, clearly and without undue pressure.
04.
Disputes and indicators of vulnerability routed for appropriate review
Identify and route concerns to the right teams for review.
05.
Material issues escalated through defined human-governed processes
Ensure complex or sensitive matters are escalated for human oversight.
01/PROTECTION LAYER
Layer 1 of 5Clear purpose of contact
Be transparent about why we’re contacting the customer.
These standards support customers. They also help protect the institutions that appoint us.
06 — NAYA FOR CORPORATE PARTNERS
You do not need to wait for a meeting to start understanding how we operate.
Ask Naya about our governance framework, appointment process, operating model or approved corporate capabilities. Public information is immediately available. Certain deeper corporate information becomes available only through the appropriate qualification and verification pathway.
The more relevant the discussion becomes, the more deliberately access is controlled. Naya does not serve account-level customer or debtor information.
Corporate access pathway
Increasing depth of approved corporate information through qualification and verification.
L0
PUBLIC INFORMATION
General Finder & Partners and governance information
L1
QUALIFIED CORPORATE
Approved corporate information after qualification
L2
VERIFIED CORPORATE
Approved deeper material subject to stronger verification and disclosure controls
Separate operational boundary
ISOLATED — OPERATIONAL INFORMATION
Account-specific customer and recovery information remains outside Naya and within separately controlled operational systems. Questions requiring a formal decision, approval or account-specific action are routed to authorised personnel.
PANEL & CORPORATE ENQUIRIES
Before appointing another recovery agency, ask a different question.
How much control and visibility should your organisation expect from the partner representing it?
If that question matters to you, start the conversation with Naya. Start with your requirements, governance expectations and current recovery challenges.
Appointment discussions · capability overview · governance framework · approved corporate information
Payment Safety Boundary
Finder & Partners does not receive, collect, hold or process customer payments. Payments must be made directly through the authorised channels of the appointing client.
All recovery activity is undertaken within the scope of a valid client appointment and the applicable account mandate. Finder & Partners does not initiate recovery activity on an account without an authorised appointment. Technology supports our personnel; accountable human judgement remains central to material customer-impacting decisions.