Agent View – A Comprehensive Outpost for Client Care

In LendAPI’s new Agent View, we give you a complete 360-degree view of all things relating to the applicant. From their application detail page to various identity and credit underwriting details, every bit of information is captured and displayed for agents to quickly browse through important elements of the application and make a quick decision to resolve any applicant issues and disposition the application into the appropriate status.

We added various simple but powerful workflows for agents, CSRs and underwriters to quickly adjudicate the applicant by reviewing identity verifications, open banking as well as credit data provided by third party integrated partners that’s being powered through our Integration Engine.

Documentation, activity logs, customer communication such as email are all captured inside of the new Agent View to allow for quick overview and make immediate decisions by the customer service support agents.

Let’s look at some of the key features of the Agent View.

Agent View – Applications and Underwriting Details

The Agent View consists of multiple information and workflow panels. The main panel contains important application data which is give the agents a quick overview to all the information being supplied on the application. The information may contain personally identifiable information which will be used to verify the applicant. Business and real estate related information for asset backed lending programs. Phone numbers and email are all readily available. We have email, text messaging systems as well as soft dialers that’s integrated into this panel for quick contact with the clients.

One of the hallmarks of the main information panels also consists of sections which is indicative of internal processes such as results from underwriting and decisioning processes. In the very first sections of the information panel, agents can immediately browse decision trees that were used during the underwriting process and quickly review all the pass and failed rules this applicant has experienced. This allows the agent to quickly answer questions the applicant and other internal staff might have about the underwriting results of this application.

The agents and underwriters can quickly assess any product and pricing information when appropriate that this applicant was approved for by the automated underwriting system. This will help agents to make any counter offers and rerunning of the underwriting results an easy task.

Now let’s look at some of the additional information available throughout rest of the new Agent View.

Agent View – Compliance First Model

We take compliance seriously and to meet our client’s utmost compliance standards, we display all the data available as part of the application underwriting process. Every integration partner dataset that was used in the underwriting process is displayed in the data tab.

This information is readily available in both human readable format as well as in its raw native format for agents and engineers to quickly troubleshoot the result of the application underwriting process.

Our clients often use this Data section of the Agent View to quickly locate critical scores, attributes and other key information provided by third parties to verify that the rules and pricing algorithms set as part of the underwriting process is executed faithfully. Without having to ask any data engineers to pull information, anyone can quickly access this information and make immediate informed diagnosis on the result of the underwriting process.

 Finally, our logging section of the platform provides all the activity tracking around each application’s life cycle. Starting from the machine level activities of critical step the machine took to make decisions of the application and ending with the applicant’s interaction with the application such as capturing consents that the applicant performed during the onboarding process.

 Agents can clearly see when major events took place with each application and can immediately spot potential issues with the application and move to resolve issues on behalf of the applicants.

Agent View – Full Document Support

Documentation remains one of the critical components of today’s lending programs. Even though through the advent of facial recognition systems, multi factor authentication programs and open banking and open payroll systems, lenders still rely on uploaded documents in various forms to complete the identity, income and employment verification process. 

The Agent View has a dedicated space for agents to review the documents uploaded during the onboarding process. These documents will be scanned through LendAPI OCR technology using large language models to extract important information and guide the overall underwriting process.

 Agents can also request for additional information and documentation as well from the applicant to perform additional due diligence. Agents can send an email with document request templates. The applicant will log into their applicant portal to review document request and upload the appropriate document requested. 

Agents can then review each of the newly uploaded document and adjudicate it one by one and then move on to approve the entire application as necessary. We have a two-way messaging functionality within the document center. This will allow clients and agents to have a two-way conversation and pin down the exact documentation needs for the application to move forward. 

Agent View – Operational Command Center

Just like our Rules Studio and Decision Engine where our platform can automatically create events and move applications forward, we created the same functionality for agents to Approve, Decline and Request for More Information with a click of a button. These features drives application forward or extend emails to applicants for additional information.

In many sections, the agent can use the internal email composer to load email and documentation templates to quickly communicate with the applicants on how to move the application forward.

We even have authentication processes built into the Agent View. An agent can send a text message or an email with a special code which the applicant needs to verify to confirm the caller’s identity. This is a secure way to protect identifiable information from fallen into the wrong hands.

There is also a quick way to log into the client’s application portal as well to look at what the client is experiencing without compromising client’s security login. With this mimicking feature, Agents can quickly resolve issues for the clients and discover potential process gaps.

The entire Agent View is designed around quickly resolve client’s issues, request additional information, verifying the applicant without compromising information client data. We think that this new Agent view is the most compressive agent dashboard on the market.

Agent View – Built for the Future

 In addition to the introduction of the LendAPI OCR technology, we are also working on two-way texting capabilities where the applicant can text the agents using their mobile device. We will also introduce other ways for agents to have a direct face to face conversation via video conference capabilities.

Our Agent View platform is setup for these additional features to be introduced at a later date and we think that you will enjoy these new key features for your agents to have even more powerful tools to interact with clients and give them the white glove treatment that they deserve.

We love to hear your feedback on how to make our Agent View even more powerful, please don’t hesitate to reach out to us. And for all of our existing clients, than you for providing us with constant feedback to make our platform even better.