---
title: Missed Payments Collection Process
description: Process for managing overdue student payments including automated notifications, collections outreach, escalation, and repayment plan coordination.
---
[Skip to content](https://knowledge.zollege.com/sop-internal/missed-payments-collection-process#main-content)
English
Show submenu for translations
Open main navigation
Close main navigation
- English
Show submenu for translations
- Contact us
Contact us
How can we help you?
- There are no suggestions because the search field is empty.
1. [SOP Knowledge Base (Internal)](https://knowledge.zollege.com/sop-internal?hsLang=en)
2. [Finance & Compliance](https://knowledge.zollege.com/sop-internal/finance-compliance?hsLang=en)
3. [Check Requests & Disbursements](https://knowledge.zollege.com/sop-internal/finance-compliance?hsLang=en#check-requests-disbursements)
# Missed Payments Collection Process
# Missed Payments Collection Process
**Assigned To:** Sarah Dungan, Dan Tietz, Karen Morgan, Jessica Myers
**Category:** Finance & Compliance
**Department:** Academic Advisor, Collections, Finance
**SOP Rule:** Cadence
**Status:** Approved and Implemented
## Purpose
Defines the process for managing overdue student payments to ensure timely collection and proper financial tracking.
## Scope
Applies to Collections, Academic Advisors, and Finance teams responsible for managing overdue balances and repayment plans.
## Trigger
- HubSpot generates overdue accounts list after missed payment
## Process Overview
### 1. Identify Overdue Accounts
- Review HubSpot Collections pipeline
- Segment accounts based on number of missed payments
### 2. Automated Notifications
- Send SMS and email notifications within 24 hours
- Repeat notifications daily
### 3. Collections Outreach
- Contact students via phone daily
- Explain outstanding balance and payment options
- Offer repayment plans if needed
- Document all interactions in HubSpot
### 4. Status Tracking
- Update collection status:
- Promise to Pay
- Pending
- Deferred
- Payment Plan Update
- Unpaid
- Paid
### 5. Escalation by Missed Payment Count
- 1 Missed Payment:
- Daily outreach by Collections
- 2 Missed Payments:
- Advisor involvement
- Potential class withholding
- 3+ Missed Payments:
- Risk of student drop
- Advisor escalation required
### 6. Dropped Students Collection
- Weekly outreach for outstanding balances
- Offer re-enrollment option
- Apply late fee pressure if necessary
### 7. Repayment Plan Processing
- Submit Invoice Change Form
- Coordinate with Finance for updates (within 48 hours)
- Communicate plan with student
## Key Rules
- Document all interactions in HubSpot
- Follow daily communication cadence
- Use correct collection status values
- Escalate based on payment delinquency
## Completion Criteria
- Payment received or repayment plan established
- Invoice updated if needed
- Student communication completed
- Collection status updated
## Tools and Systems
- HubSpot (Collections pipeline and tickets)
- Invoice Change Form
- Payment/Invoice system
## Revision History
- Version 1: 02/14/2025
- Version 2: TBD
- Version 3: TBD
- [Employee Life Cycle](https://knowledge.zollege.com/sop-internal/employee-life-cycle?hsLang=en#main-content)
- [Employee Life Cycle](https://knowledge.zollege.com/sop-internal/employee-life-cycle?hsLang=en#employee-life-cycle)
- [Onboarding](https://knowledge.zollege.com/sop-internal/employee-life-cycle?hsLang=en#onboarding)
- [People and Culture](https://knowledge.zollege.com/sop-internal/employee-life-cycle?hsLang=en#people-and-culture)
- [Training & Onboarding](https://knowledge.zollege.com/sop-internal/employee-life-cycle?hsLang=en#training-onboarding)
- [Student Life Cycle](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#main-content)
- [Academic Advisor](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#academic-advisor)
- [Student Support](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#student-support)
- [Student Life Cycle](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#student-life-cycle)
- [Student Success](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#student-success)
- [Operations](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#operations)
- [Academics](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#academics)
- [Licensing & Certification](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#licensing-certification)
- [Drop & Retention Management](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#drop-retention-management)
- [Internal Drop Processing](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#internal-drop-processing)
- [Job Placement & Career Support](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#job-placement-career-support)
- [Make-up class](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#make-up-class)
- [Student Records](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#student-records)
- [Certification & Exams](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#certification-exams)
- [Graduation & Completion](https://knowledge.zollege.com/sop-internal/student-life-cycle?hsLang=en#graduation-completion)
- [School Life Cycle](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#main-content)
- [Finance](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#finance)
- [School Life Cycle](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#school-life-cycle)
- [Compliance](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#compliance)
- [Safety & Compliance](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#safety-compliance)
- [Operations & Change Management](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#operations-change-management)
- [Compliance & Regulatory](https://knowledge.zollege.com/sop-internal/school-life-cycle?hsLang=en#compliance-regulatory)
- [Achieving 12% Lead-to-Enrollment (LTE) Conversion](https://knowledge.zollege.com/sop-internal/achieving-12-lead-to-enrollment-lte-conversion?hsLang=en#main-content)
- [Admissions](https://knowledge.zollege.com/sop-internal/achieving-12-lead-to-enrollment-lte-conversion?hsLang=en#admissions)
- [Clinical Partner Life Cycle](https://knowledge.zollege.com/sop-internal/clinical-partner-life-cycle?hsLang=en#main-content)
- [Operations](https://knowledge.zollege.com/sop-internal/clinical-partner-life-cycle?hsLang=en#operations)
- [Finance](https://knowledge.zollege.com/sop-internal/clinical-partner-life-cycle?hsLang=en#finance)
- [Business Development](https://knowledge.zollege.com/sop-internal/clinical-partner-life-cycle?hsLang=en#business-development)
- [Collecting Student CPEs](https://knowledge.zollege.com/sop-internal/collecting-student-cpes?hsLang=en#main-content)
- [Student Life Cycle](https://knowledge.zollege.com/sop-internal/collecting-student-cpes?hsLang=en#student-life-cycle)
- [Establishing the CM Partner Relationship](https://knowledge.zollege.com/sop-internal/establishing-the-cm-partner-relationship?hsLang=en#main-content)
- [Campus Operations](https://knowledge.zollege.com/sop-internal/establishing-the-cm-partner-relationship?hsLang=en#campus-operations)
- [Finance & Compliance](https://knowledge.zollege.com/sop-internal/finance-compliance?hsLang=en#main-content)
- [Check Requests & Disbursements](https://knowledge.zollege.com/sop-internal/finance-compliance?hsLang=en#check-requests-disbursements)
- [Refunds & Complaints](https://knowledge.zollege.com/sop-internal/finance-compliance?hsLang=en#refunds-complaints)
- [Requesting a New School to be Added as an Organization in NHA](https://knowledge.zollege.com/sop-internal/requesting-a-new-school-to-be-added-as-an-organization-in-nha?hsLang=en#main-content)
- [Licensing & Certification](https://knowledge.zollege.com/sop-internal/requesting-a-new-school-to-be-added-as-an-organization-in-nha?hsLang=en#licensing-certification)
[](https://zollege.com/)
[mailto:email@email.com](mailto:email@email.com)
Copyright © 2026, Zollege Healthcare Career School