PegaWorld iNspire 2023: Citi modernizes the Forbearance process to work smarter with increased controls

Citi executed a multi-year, multi-release program of initiatives to revamp and modernize the Forbearance systems into a lean and adaptive model. The program accomplished this by leveraging the Pega Platform to reduce risk, increase controls around enrollment, set-up, and life-cycle management, as well as improve risk reporting and analytics. Citi launched the first release of FDM (Forbearance and Deferral Manager) in 6 months (September 2021). Continuous releases will continue through 2023.

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