More Help for Staff, a Better Experience for Clients
A client calls with a question. You need the right record, the right information, and a useful note when the conversation ends. Later, a supervisor needs to understand how that call went.
Several of our biggest Q3 additions support those everyday steps. CMA Assistant helps staff find information, Call Assist offers guidance during conversations, and new Call Quality Management scorecards give supervisors a consistent way to review them.
The quarter also brought customizable dashboards, a better mobile Client Portal, and improvements across lead management, debt management, online intake, accounting, and reporting.
CMA Assistant helps staff find their way and get answers. Introduced this quarter as CMA Voice, it grew into an assistant that accepts both spoken and typed requests. Staff can ask it to find a client, open a report, explain the page they are viewing, or answer a question about a CMA workflow.
That can be as simple as “Open My Tasks” or as specific as “Which documents belong to our DMP Enrollment package?” When configured, the Assistant uses Knowledge Base material and approved organizational settings to answer. It can also prepare list filters and draft notes or tasks for staff to review and save through the usual workflow.
Once a conversation begins, CMA Call Assist provides a live transcript, key points, suggested responses, and an optional checklist based on the organization’s selected prompt. After the call, it prepares a note draft that staff can copy into the normal note editor, correct, and save.
With supported caller audio, Call Assist can also suggest contact details stated during the conversation. Authorized staff can review those suggestions and apply them to eligible blank fields.
For supervisors, Call Quality Management adds configurable scorecards for reviewing recorded calls. Organizations define the criteria, and CMA evaluates eligible transcripts against the published scorecard. Reviewers can examine supporting excerpts, correct findings, and explain their decisions. A dedicated dashboard tracks evaluation coverage, review progress, critical findings, and scoring trends.
These optional AI tools support staff judgment throughout the process. Availability depends on configuration and permissions, and Call Assist use follows the agency’s disclosure and consent procedures.
Your dashboard can now match your responsibilities. Lead management (LMA) and debt management (DMA) dashboards let users choose, arrange, and save the cards they want to see. Saved layouts and filters follow the user’s account.
You can build custom cards using guided metrics, start from an existing report, or use SQL with the appropriate permissions. Optional AI assistance helps turn a description into a draft card. Preview the results, make adjustments, and share the finished card with permitted users.
Custom Reports also gained a searchable catalog and personal pins. The reports you use every morning can stay close at hand, while the rest remain easy to find.
Clients have a better experience on their phones. The Client Portal received substantial updates to navigation, account information, creditor lists, offers, messages, documents, and payment-related screens. Clearer actions and layouts that adapt to smaller screens make these areas easier to read and use. Accessibility improvements were part of the work throughout.
We also corrected the payoff calculator’s estimated balance display and improved account recovery when more than one profile matches the information provided.
Online intake through WMA received related improvements. The Spinwheel flow now supports an optional co applicant lookup, with separate identity verification and a combined household estimate. Matching joint accounts are checked to help prevent the same liability from being added twice. Smaller screen layouts, privacy language, and SMS consent disclosures were also refined.
Creditor changes are easier to review and manage. The new Account Reassignment tool gives authorized staff a way to review and move groups of accounts to another creditor. This is particularly useful for creditor consolidations and account mapping corrections that would otherwise require individual updates.
On account detail screens, Suggest Matches uses recent client account history to help staff review creditor and Biller ID matches. It can fill strongly supported blank Biller IDs and flag possible creditor mismatches before saving.
Account lists are clearer too. Available bureau reported opening and closing dates now appear together. Closed accounts can be hidden by default for clients in the Client phase, with counts and Show/Hide controls keeping them accessible when needed.
Budget editing requires less backtracking. The updated editor lets staff hide empty fields and use an Items to review list to jump directly to entries needing attention.
When co-applicant information changes, CMA refreshes the household budget while preserving unsaved work for the client and remaining co-applicants. Totals are recalculated, and deletion messages explain which budget entries will be removed. These changes help staff continue the budget discussion without re-entering work they have already done.
Several other updates address familiar reporting and processing tasks:
- ACH batch reports now include sortable notes, note popovers, and a note search filter.
- Payment processing more accurately accounts for negative payments when calculating funds available for disbursement.
- Cass ACH import review identifies reject records that require acknowledgment and manual reconciliation.
- Closed Lead and My Session calendars have updated navigation and year views.
- Document-template previews let authors check browser, Client Portal, and Print/PDF output using a selected client’s data before sending documents.
NFCC Locator referrals can now enter CMA through a scheduled integration. When configured, CMA retrieves referrals, routes them to the appropriate agency, and passes eligible records through the existing import and lead workflows. The integration preserves referral information and supports configured language mapping.
NFCC reporting also expanded with a student loan debt reimbursement report that brings relevant client and payment information together for review and export. Housing related maintenance included support for importing HUD Section 8 FY26 data through System Management.
The Knowledge Base is easier to navigate and includes a new compliance reference. Staff instructions, administrator guidance, and technical material were reorganized to help readers find the information relevant to their work.
The new DMP Compliance Registry organizes research covering federal requirements, all 50 states, and Washington, DC. Entries include official-source links, verification dates, and unresolved questions. It provides a starting point for compliance research and qualified review.
Behind the visible changes, we continued updating CMA’s underlying software and strengthening access controls, account recovery, and document template handling. Q3 also added Content Security Policy protections across CMA, WMA, and the Client Portal, along with support for encrypted remote database connections.
Customer feedback shaped many of this quarter’s details, from searchable ACH notes to preserving budget edits when a co-applicant changes. Those specific requests continue to guide our work on the screens and processes your teams use every day.