Servicing – Account Details tab

The main details of the account selected from the drop down.  This will include:

• Product name
• Original Loan Amount
• Current Balance
• Start of Loan date
• End of Loan date (editable)
• Default Interest Rate (editable – can either Increase/decrease)
• Interest rate Type
• Any applicable fees
• View application (portal to the Loan Application Layer)
• Nickname of the Loan (editable)
• Loan Status
• Relationship Manager
• Funding Pool (editable)

At the very bottom is the ability to close the account

Under the notes section, users will see a condensed view of all previous notes.  The condensed view will display:

• User (Name of the person who left the note
• Category (The classification of the note. See below for a full list)
• Subject (The reason the note was added)
• Date (when the the note was created)
• View (Allows the user to expand the note view to see the full details)

When the note is expanded the user will see two more fields:

• Approval (What level user approved the note. In most cases this may just say ‘Staff’ unless a special approval was required)
• Note (the full description of the note itself)

To add a note on the system click the blue ‘Add Note‘ button. Fill in the fields – Category, Subject & Approval.  Note, all fields are ‘Required’.

Note Category with example notes:

1. General – “Customer called to confirm account balance. No further action required.”
2. Broker – “Broker submitted revised application documents on 30/10/2025.”
3. Transaction – “Processed payment of $1,250 on 28/10/2025 via BPAY.”
4. Interaction – “Spoke with customer regarding loan repayment schedule.”
5. Credit – “Credit check completed – score 720, no adverse history.”
6. Policy Exception – “Customer allowed to submit documents after deadline per manager approval.”
7. Rate Approval – “Rate change request escalated to senior manager for review.”
8. Important – “Account under audit – do not process new transactions.”
9. Notify Staff – “Please review customer hardship application before COB.”
10. Notify Customer – “SMS sent to customer confirming payment received.”
11. Dispute – “Chargeback request submitted to card issuer.”
12. Warning – “Customer account shows repeated late payments – monitor closely.”
13. Fraud – “Suspicious login attempts from overseas IP – account locked.”
14. Collections – “Payment arrangement agreed: $500 monthly starting 05/11/2025.”
15. Hardship – “Customer applied for hardship due to job loss – documents pending.”
16. Write Off – “Debt of $2,000 written off after unsuccessful recovery attempts.”
17. Other – “Customer requested product brochure via email.”

Approval will be based on internal authority required for decisions.  For example, you may need a ‘Head of Department’ to write off bad debt.