MeridianLink Collect
MeridianLink Collect is a powerful tool designed to streamline the collection process, enhancing efficiency and accuracy for financial institutions. Personalization and user experience
MeridianLink Collect offers a personalized user experience with options to configure profile, bookmarks, and reminders.
Key areas:
Configuring your user profile
Adding, editing, and deleting bookmarks
Setting and viewing reminders
Configuring your user profile
Access: In the top right corner, click your user icon and then click Settings.
Avatar:
Click Update Avatar in Account Settings to open a browser window and select an image from your workstation.
Click Open to save the image.
Complete your user information fields (scroll to view all fields) and Save.
Adding, editing, and deleting bookmarks
Bookmarks provide quick links to sites you use often.
Procedures covered: Add bookmark, Edit bookmark, Delete bookmark, Manage bookmark groups.
Add a bookmark:
Tools → Bookmarks → View All Bookmarks → Add Bookmark.
In Add Bookmark window, provide:
Bookmark URL (required)
Bookmark Title (required)
Group (optional)
Save. To access the bookmark, click the linked bookmark name (opens in a new window).
Edit a bookmark:
On the Bookmarks page, click the ellipsis icon next to the bookmark → Edit.
Edit URL, name, or group and Save.
Delete a bookmark:
On the Bookmarks page, click the ellipsis icon → Delete.
Manage bookmark groups:
Bookmarks → Manage Groups: Add Group, Edit, Delete, Back.
Reminders
Reminders help schedule future calls and time-zone-aware follow-ups.
You can add reminders directly within a case (e.g., when a Promise to Pay is entered, you can set a due reminder).
View reminders and notifications:
Top menu Reminders, or bell icon notifications
Notifications from Tools → News & Alerts also appear here
Reminder drawer pop-ins show news & alerts; bell icon opens a Notifications window
Manage reminders:
Manage Reminders and Subscriptions window → Add Reminder
Add Reminder window fields: Title, Member Number, Date, Time, then Add
From Notifications window, you can add reminders with: Member Number (and partial numbers show a list), Start Date, Time, Comment, Save
Reminders remain in Incomplete/Complete sections until you mark them complete
Reminders are tied to members/customers; you can see them in the Incomplete Reminders section of the Notifications window and in the right-pane drawer
Dashboard
The Dashboard is the homepage and shows real-time, user-specific and organization-wide information.
Key categories:
User-specific Informational Tiles
Dollars Collected
Total Cases
Cases Worked
Charge Off
Monthly Efforts
Number of calls, emails, letters for goal contacts
Percentage of Good IDs vs Bad IDs in cases
Dollar Amount goal
Promise to Pay graph
Sample metrics mentioned:
Members and cases counts (e.g., 48,878 Members; 57,029 Cases)
Payments (e.g., 397 Payments)
Various dollar totals and goal figures (as displayed in dashboard panels)
Navigating MeridianLink Collect
The navigation menu is at the top and provides access to:
Home (Dashboard)
Cases (search and select cases)
Tasks
Reminders
New (import a new case)
Recent (case history)
Tools (Bookmarks, Reports, Member Data Deletion, Documents, News)
Admin (settings)
Access control depends on admin permissions; some features may be hidden based on your role
Managing tasks
Tasks help track actions within MeridianLink Collect; admins can manage all tasks
Sections: Incomplete Tasks and Completed Tasks
Add a new task:
Add New Task
Required fields include: Due Date, Member # (search by name or account number), Assign to, Priority, Position, Category, Task
Category options: General, Closing, Stipulation
Save
Edit a task:
Edit next to a task, then update and Save
Mark tasks Complete or Incomplete using the Action column
Tasks for a case appear in the Tasks tile for the corresponding case
News and alerts
News and alerts are accessible via the Bell icon and the News option under Tools
Alerts come from core compliance/warning codes and include statuses such as Bankruptcy, Deceased, Military, Charge Off, Repossession, Foreclosure, Fraud/Legal, Is Employee, etc.
To work with alerts: open the Alerts tile, review associated alerts, and act according to your institution’s policies
News can be edited or deleted using the ellipsis on the News item; Add New News Post is available
Working with cases
Cases organize delinquent borrowers into cases with a two-pane view: a member pane (left) and a loan pane (right)
Case title shows primary and joint members; View App History is available if MeridianLink Consumer integration exists
Refresh from Core option appears if enabled; it refreshes data from the core system
Case navigation: Previous Case and Save & Next Case buttons to move through cases in a queue
Case title and navigation specifics
Case title shows delinquent borrower name; Primary borrower is indicated with a circled P; Joint borrower (if any) is indicated with a circled J
You can click other borrowers’ names to work with their information
View App History appears for integrated systems; Refresh from Core appears when on-demand refresh is enabled
Case navigation buttons include Previous Case and Save & Next Case for moving through the queue
Minimizing and expanding information panels in a case
Two main panels: Member information (left) and Loan information (right)
Member information panel contains communication tabs and a history log; Loan (account) panel contains loan details, payments, correspondence, credit history, insurance, etc.
To customize view:
Click the person icon to minimize the member information panel; the icon moves to the top right; the account panel expands to full width
Click the person icon again to restore the member panel
Click the money icon to expand/collapse the account information panel
Menu icon appears if not all member info tabs fit in the panel; use it to access additional tabs
Note: Panel sizes depend on browser window size and display settings
Adding comments to cases
The Comments panel (below the member information panel) and the Comments tile allow you to log notes about the member and communications
A comment is automatically created when case information is updated
Manual addition methods:
From the Comments panel: Free Comment tab
From the Comments tile in a case
When adding, you can link the comment to a member or an account; you can use template text if defined
Comments cannot be deleted or edited; they appear in the Comments panel
Optional: Use the small box in the upper-right corner of the Comments panel to pop it out for printing/exporting
Borrower information (Borrower information panel)
The Borrower Information panel contains contact details and other information about borrowers; it enables efficient communications and logging history
Data sources: Imported from MeridianLink Consumer and core systems; can add/update information as permitted by user rights
Important notes:
Permissions may limit available actions; consult your administrator for rights
You can adjust the view to display more borrower information
Basic tab contents:
Full name, date of birth, SSN or TIN, phone numbers, preferred language, preferred contact time, email, address, local time
Record contact attempts and indicate information accuracy
View App History (to see borrower’s MeridianLink Consumer history)
P indicator for primary borrower; J for joint borrower
On the Basic tab, click the member number to view core information; arrow to view loan details (core integration required)
Social security field actions: Order Credit or View Credit; mark SSN as Good (green) or Bad (red)
Phone field actions reflect call outcomes with color changes; e.g., Answered - Spoke with Debtor turns green
Auto dialer option if enabled by institution; set preferred language and preferred contact time; email template options available (subject to admin enablement)
When emailing a borrower, a system comment is added
Address field actions include Map Address (maps the address via built-in Google Maps integration), No Longer Lives, and Moved Away options
Add/Skip tab:
Add New to add, Edit to modify, Remove to delete information; skip-trace data adds a comment automatically
3rd Party tab:
Add New to add, Edit to modify, Remove to delete; changes create a comment automatically
Bankruptcy tab:
Add New to add bankruptcy information; Pacer link to PACER for case/docket info; Save changes; adding/editing/removing adds a comment
Fees, Case History, and core integration notes
Working with loan details (Account information panel)
The account information panel shows delinquent loans with two levels: an account summary and account information tab group
Tabs include: Details, Payments, Docs, Assistance, Credit History, Insurance, Remarketing (vehicle loans only), Total Loss (vehicle loans only), Repossession (vehicle loans only)
Access and permissions:
Depending on your permissions, some options may be unavailable; contact admin to adjust
Account Summary:
Top-level summary of accounts; shows account number, name, co-applicant (if any), amount due, days past due, PTP indicator
In the Account Summary, you can set Reason for default, Next Work Date, and Queue at the bottom of the tab; these fields also appear on the bottom of the account information panels
Color-coded status icon indicates account state
Ellipsis menu for actions: Summary, Tasks, Comment, Assign, Save, Add Reminder
Note: Manually assigned queues bypass automatic nightly core imports for population into other queues
Account information panel tabs:
Details: Delinquent loan details; for vehicle loans, access Kelley Blue Book / NADA / Black Book lookups; Save to commit changes; Use Collection Cost calculator to compute totals
Payments: Payment activity, balances, history; Days Past Due; Promises to Pay; Amounts paid to interest and fees; View Payment History and Payment Transactions drawers
Docs: Documents and files related to the loan; View History; General Documents, E-Sign Documents (DocuSign/Ready To Sign integration), Uploaded Files
Assistance: Workout loans and related processes; Apply for New Workout Loan; Workout Information (monthly income/expenses with calculated totals); Extension Requests (type, reason, duration); Member accepts terms/withdraws; Workout loan history; Credit History (E-Oscar link, 12-month rolling history, disputes); Insurance; Remarketing (vehicle); Total Loss; Repossession
Credit History: Includes E-Oscar link, 12-month rolling history, disputes history, active/resolved disputes
Insurance: Summary of insurance and payment protection plans
Remarketing: Vehicle remarketing details; Auto IMS link for portfolio management
Total Loss: Insurance settlements for vehicle total loss (vehicle loans only)
Repossession: Vehicle repossession details (vehicle loans only)
Change queue assignment (in account or per-tab queue routing):
Set Reason for default, Next Work Date, and Queue; save changes
Manually assigned queues are not auto-populated by nightly core imports
Details and actions within the Details tab
Details tab contains delinquent loan information and linked actions
Features:
Edit loan details
In Collection Cost, calculate total collection cost
Add and manage related images
Vehicle lookups for value references: Kelley Blue Book, NADA, Black Book
Save changes
Payments and payment history
Payments tab provides: payment activity, balance, and history; Days past due; Promises to pay; Amounts paid to interest and fees
View payment history via the Payment History drawer
View payment transactions via the Payment Transactions drawer (SWBC integration if enabled)
Sorting for SWBC ECM portal transactions can be by: Transaction date, Transaction amount
After SWBC submission, core updates occur in nightly exports; balances reflect core-derived balances after funds clearance
Docs, Docs History, and E-Sign
Docs tab contains all documents and files for the loan
Generate documents: use templates mapped to case data; sent for print or e-sign (requires sign vendor integration)
View History for documents (General Documents, E-Sign Documents, Uploaded Files)
Upload documents: supports specific file types; select Member Level or Loan Level; attach files and name documents; upload
E-Sign: Send to e-sign; configure Subject, Message, Internal Note, and envelope security; allow co-borrower emails
Process generators: Preview, Save, Back, Print & Archive
Assistance tab (workouts and extensions)
Apply for New Workout Loan: create MeridianLink Consumer application for a delinquent loan; select delinquent loans, workout type, submit to open MeridianLink Consumer
Workout Information: enter monthly income and expenses; totals auto-calculate and display
Extension Requests: Add Extension Request; Type, Reason, Months extended; Member accepts terms or withdraws; Add
Extension Information: shows details
Workout Loan History: history of workout requests
Credit History: links to E-Oscar; 12-month rolling credit history; credit disputes and their status
Insurance, Remarketing, Total Loss, Repossession sections describe related data
Change queue assignment (detailed)
You can assign a case to a different queue by adjusting Reason for default, Next Work Date, and Queue in the Account Summary or in the queue routing panel at the bottom of each tab
Save changes; manually assigned queues stay in that queue and are not auto-populated by nightly imports
Quick example of possible reasons: Personal Hardship, Deceased, Lost Employment
UI note: A dialog area shows the available reasons and Next Work Date field to set follow-up
Case workflow tiles
Case workflow tiles appear on the left side of a case and provide quick actions:
Add a Comment
Take a Payment (requires SWBC integration)
Record/Set up Promise to Pay (PTP)
View/Create Tasks linked to the case
View Alerts linked to the case
View/Print a case summary
Add a Sticky Note
Prepare and send written communications to the borrower
For details on each tile, refer to their dedicated sections below
Viewing and printing case summaries
Case Summary drawer is accessed via the Summary tile; four sections:
Summary: borrower information by account
Member: member name and contact info
Accounts: loan details
Comments: comment history in the case
Assets: assets linked to the case
To view: click Summary on the left, expand the Case Summary drawer, and use links (Summary, Member, Accounts, Comments, Assets) to navigate
Print: Use the Print option to generate a printable copy
Sticky notes
Sticky notes emphasize important case details and appear immediately on case access
Operations:
Add a Sticky Note: Sticky Note tile → type text → Add
Edit a Sticky Note: ellipsis next to note → Edit → update
Delete a Sticky Note: ellipsis next to note → Delete → confirm
Sticky notes can be popped out for easier viewing and printing
Working with documents (Generate, Sign, Upload, History)
Documents tile lets you generate personalized documents from templates, send for e-sign, upload files, and view history
Generate for print or e-sign:
Open Documents tile → View/Preview → Generate
Document Mapping window appears: verify Targeting debtor and Loan(s) setup; specify Additional Mapping Information
Preview the document; either Save, Back, Send to E-Sign, or Print & Archive
If Send to E-Sign is selected, provide Subject, Message, Internal Note, and select co-borrower emails
Upload documents:
Documents tile → Upload File(s)
Choose Member Level or Loan Level; select borrower; type document name; attach files (CSV, JPEG, PDF); Upload
View doc history: Docs tab → View History; includes General Documents, E-Sign Documents, Uploaded Files
Case search methods
Cases are uploaded nightly as cases; search methods include Case Histories, Smart Search, Case Filters, and Queue-based navigation
Case histories
Case History search lets you quickly access cases you’ve recently worked on
Steps:
Top menu → Recent to open Case History list
List shows: Member #, Name, Phone, Email, Address
Click a case entry to open the case
Smart Search bar
Use Smart Search to find cases by known member information
Top menu bar → Smart Search field, with criteria options:
All (default) or one of:
Account #, Member name, Member #, Phone, SSN, Street Address, Email, EIN/TIN, Bankruptcy #, VIN
Type criteria and press Enter; results show all cases containing the criteria; click a case to open
Case filters
Filters standardize searches by predefined criteria; queues help focus on specific case types
Steps:
Click Cases → Queues drawer opens → select a queue
Use the Filters button to see predefined filters
Save current filter as a new user-level filter for reuse
You can combine pre-defined filters with column filters
Column filters: click the gray filter icon on a column heading to filter by that column; blue icons show active filters
Save User-Level Filter: accessible via the Filters window
Navigating cases by queues
Administrators create queues to filter case types for users
Benefits:
Reduces search results to relevant cases
Simplifies navigation to two buttons: Previous Case and Next Case in Queue
Steps:
Cases → Queues drawer → select Queue → cases load
Apply additional case filtering tools as needed
When done, click Save & Next Case to advance or Previous Case to go back
Note: If in the first case in the queue, Previous Case may be hidden
Tools
Tools menu provides access to:
Bookmarks
Reports
Member Data Deletion
Documents
News
Running reports
Reports help track progress toward goals and performance
Access: Navigation menu → Tools → Reports
Default view: Standard Report tab with 15 standard reports; Custom Report tab for administrator-defined reports
Use Filters to specify report criteria and click Run Report to view results
Member Data Deletion (California Right to Delete)
Purpose: Comply with the California Consumer Protection Act
Process involves user-initiated requests and administrator approvals/denials
Steps for submitting a data deletion request (user):
Tools → Member Data Deletion → Member Search tab
Enter Member #, First name, Last name, SSN
A list of accounts displays; select accounts to delete (cannot delete accounts with active deletion requests)
Click Request Data Deletion → confirm
Important: Deletion is permanent and cannot be undone; only listed data is included in the deletion
Administrator steps for approving/denying deletion:
Tools → Member Data Deletion → Existing Request → View Details
Review details (member name/number, requester, date, accounts, descriptions, status, member type)
Choose Approve and Perform Data Deletion or Deny Data Deletion and confirm
An audit log entry is created
Permissions required (roles):
Request Member Data Deletion
Approve/Deny Member Data Deletion
Administrators cannot approve/deny their own requests
Audit and de-identification:
Audit Log records the action under Other Activities
MeridianLink Collect de-identifies data rather than fully deleting it when permissible under law; only data within deletion scope is de-identified; remaining data (cases, etc.) stays intact
Formulas and numerical references (illustrative)
Split promises evenly (PTP): if Total Amount A is to be paid over N payments, per-payment amount is:
Apply plan to one account (PTP): total schedule equals sum of per-account payments; for multiple accounts, the total is:
ext{Total Amount} = igl( ext{sum of individual account payments}igr) + f where f is the convenience fee
Example dashboard indicators include counts and totals such as Members, Cases, Payments, and dollars (e.g., 48{,}878 Members; 57{,}029 Cases; 397 Payments; various dollar totals and goals displayed on the dashboard)
Quick reference to sample data points observed in the guide (illustrative)
Members: 48{,}878; Cases: 57{,}029; Payments: 397
Promise to Pay graph appears on the dashboard
Dollar amount goals and totals are shown across dashboard panels (e.g., totals associated with principal amounts, total debt, and paid amounts)
Days Late Summary is shown in buckets (e.g., 0-29, 30-59, 60-89, 90-119, 120+)
Example values (from the Days Late Summary) include:
0-29: 21{,}372 cases; Principal ≈ ; Total Debt ≈ ; Percent of Total ≈ 51%
Real-world relevance and implications
Workflow: The platform integrates case management with borrower communications, payments, and legal/workout processes, enabling a streamlined workflow for delinquent accounts.
Data governance: The Member Data Deletion feature supports regulatory compliance (CCPA) but emphasizes de-identification over full deletion, balancing customer rights with data retention needs.
Compliance and ethics: Alerts and access controls help enforce organizational policies, minimize risk, and ensure accountability in debt collection activities.
Core integrations: Features like View App History, Refresh from Core, and SWBC payment integrations illustrate dependence on external systems; configuration and permissions are critical for correct operation.
Decision support: Dashboards, case filters, and queues help prioritize work, manage risk, and optimize contact strategies while accounting for time zones, language preferences, and contact history.