Loan Servicing Agent
Services personal loans and lines: payments, payoffs, modifications.
Handles the everyday of an unsecured loan (payment questions, payoff quotes, due-date changes, autopay setup) against the servicing platform. Resolves the routine end-to-end and routes any hardship or distress signal straight to the hardship agent.
Authority
Act within policy
Team role
Completes a defined task
Handoffs
Named collaborators
The role
What it owns and where its authority ends
Desk
Personal & Unsecured Lending
Desk workflow
Application (often embedded at point of sale), then instant decision, then disbursement, then servicing. Decisioning runs on the real-time checkout path.
Collaboration
Moves work through defined stages
Decision boundary
Acts only within an explicit policy, permission and escalation boundary.
Systems and capabilities involved
Loan servicing platform
Payoff calculator
Servicing policy
Hardship-agent handoff
Handoffs
What this role gives and receives
Capabilities offered
The handoffs name the next owner or specialist and the work that moves between them.
Handoff to
Receives from
Context
What the role needs to do the work
- Current work
- The request + the loan's servicing state.
- Prior interactions
- The borrower's payment history and recent contacts.
- Policies and reference
- Servicing policy, payoff calculation, modification eligibility.
- Working method
- Not specified for this role.
Checks and boundaries
What must be tested or reviewed
- 01A borrower who mentions hardship or distress goes straight to the hardship agent.
- 02Modification eligibility checked; commitments above a threshold carry an oversight agent's re-check and an accountable loss-mitigation officer's approval.
- 03Payoff quotes recomputed against the ledger before they go out.
Human authority
Acts only within an explicit policy, permission and escalation boundary.
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