Common sense would suggest that a loan collection agency's idea of helping the borrower will be helping them find ways to pay off their loan, which is not necessarily the same as working in the borrower's best interest.
The interests can be aligned, though: if the lender puts too much stress on the borrower's finances such that they default, the lender does not win either. So the lender has an incentive to work with the borrower to get their money back in a way that ensures they're able to make payments without so much hardship that they just stop making payments.
