LOS — Functional Documentation

Overview System Overview

The Loan Origination System (LOS) is a multi-tenant SaaS platform used by lending companies (called Brands) to manage the complete lifecycle of personal loans — from the moment a customer signs up to the final repayment and loan closure.

Every brand operates on the same platform but is completely isolated from others: its own customers, its own staff, its own rules, and its own configuration.

Actors Who Uses The System

Step 1 Onboarding Journey

When a customer visits a brand's website or app, they go through a structured onboarding funnel. The funnel steps are tracked individually so a customer can resume from where they left off.

Step 2 KYC & Document Submission

After basic onboarding, the customer submits additional documents to complete their KYC (Know Your Customer) verification.

Primary KYC Documents

Supporting Documents (if requested)

The brand may request additional supporting documents depending on the customer's profile or occupation:

Alternate Contact Information

Customers can add alternate phone numbers (family members or references) and alternate addresses (parental home, office). These are used for collection follow-up if the primary contact is unreachable.

Step 3 Employment & Bank Account

Employment Details

The customer provides their current employment information. This is used to assess repayment capacity.

Bank Account Verification

The customer links their bank account for loan disbursement. The account is verified via a Penny Drop — the system sends ₹1 to the account and confirms the account holder name matches the customer's name.

Bank Statement Upload

The customer uploads their bank statements (typically last 3–6 months, configurable per brand). These are analyzed by a BSA (Bank Statement Analysis) provider to extract salary credits, spending patterns, and existing EMI obligations.

Step 4 Loan Application

Once onboarding and KYC are complete, the customer applies for a loan.

Coupon Codes

If the brand has configured discount coupons, the customer can apply a coupon code during loan application to reduce the processing fee. The pre and post-discount amounts are recorded.

Step 5 Loan Agreement & E-Sign

Once the loan is approved, the customer must digitally sign the loan agreement before disbursement.

Step 6 Disbursement & Repayment

Receiving the Loan

After disbursement is initiated by Ops, the net loan amount is transferred to the customer's verified bank account. The gross amount minus upfront deductions (processing fee, convenience fee, GST) equals the net disbursed amount.

Repayment Options

Overdue & Penalties

If the due date passes without full repayment, the loan status changes to OVERDUE. Daily overdue interest charges are applied. A collection agent is assigned to follow up. The customer receives automated SMS/WhatsApp reminders.

Closure

When fully repaid, the loan status changes to COMPLETED/PAID. A No Due Certificate (NDC) is automatically generated and can be shared with the customer as proof of loan closure.

Step 7 Re-Loan

After successfully repaying a loan, an eligible customer can apply for another loan (a "re-loan"). The brand can configure automatic re-loan offers.

Role Credit Executive (CX)

The Credit Executive is the first staff member to review a new loan application. They assess the customer's creditworthiness and make the first approval decision.

What a Credit Executive Can Do

Customer Review

• View assigned customer profiles, documents, and KYC data
• Check PAN / Aadhaar verification status
• Review employment details and salary information
• View bank statements and BSA (Bank Statement Analysis) report
• View credit bureau (CIBIL/Equifax) report and score
• Check for blocklisted PAN/Aadhaar/mobile/bank account

Credit Appraisal Memo (CAM)

• Fill the CAM calculator with 3 months of salary data
• Calculate FOIR (Fixed Obligation to Income Ratio)
• Record existing EMI obligations
• Enter recommended loan amount and ROI
• Add notes and remarks for senior review

Loan Decision

• Approve the loan (with a specific approved amount, potentially different from what customer requested)
• Reject the loan with a reason (document issues, low credit score, insufficient income, etc.)
• Send back the application requesting more documents or information
• Override individual BRE evaluation rule results (with justification)

Communication

• Call customers directly through the integrated telephony dialer
• View and respond to callback requests from customers
• Add notes to the customer's account

Role Sanction Manager / Sanction Head

After a Credit Executive approves a loan, it moves to the Sanction Manager for the second and final internal approval before the e-sign process begins.

What a Sanction Manager Can Do

• Review the full loan file: CX notes, CAM, BRE results, documents
• Sanction the loan — set the final approved amount (can differ from CX's approved amount)
• Reject the loan — with a reason code that is communicated to the customer
• Send the application back to the Credit Executive with comments
• View all loans in their queue (CX-approved, pending sanction)
• View reports for their team's performance

The Sanction Head has additional visibility: they can see all loans across all Sanction Managers and handle escalations.

Role Collection Team

The Collection team manages all active, overdue, and defaulted loans. They are responsible for recovering outstanding repayments.

Collection Executive

Loan Monitoring

• View assigned loans that are active, overdue, or at risk
• See full repayment obligation breakdown (principal, fees, penalties, taxes)
• Track Days Past Due (DPD) for each loan
• View the complete loan ledger (every transaction posted)

Customer Contact

• Call customers using the integrated telephony dialer
• Access alternate phone numbers added during onboarding
• Record call outcomes (connected, not reachable, wrong number, callback requested, etc.)
• Send payment links to customers via SMS/WhatsApp

Promise to Pay (PTP)

• Record a Promise to Pay — log that the customer has committed to paying on a specific date
• Upload documents/evidence shared by the customer (payment proof, etc.)
• Add remarks to each collection attempt

Payment Collection

• Record full repayment — mark a loan as fully repaid, triggering closure and NOC generation
• Record partial payment — post a part-payment. This requires Ops approval before it is applied.
• Apply penalty discounts (waive overdue charges with justification)
• Initiate a Settlement — collect a reduced amount as full and final settlement
• Initiate a Write-Off — mark the loan as a bad debt when recovery is deemed impossible

Field Visits

• Mark a loan as requiring a field visit
• Upload geo-tagged visit evidence

Collection Manager / Collection Head

• View all loans across their team of collection executives
• Reallocate loans between agents
• View team performance reports and efficiency metrics
• Approve or reject partial collection requests
• Access collection reports: DPD buckets, recovery rates, agent-wise performance

Role Loan Operations (Ops)

The Ops team handles the financial execution side of loans — transferring money and confirming payments.

What Loan Ops Can Do

Disbursement

• View all loans in AWAITING DISBURSEMENT status
• Verify the customer's bank account details before transfer
• Initiate the bank transfer (NEFT/IMPS/UPI) via integrated payment gateway (Razorpay, Cashfree, ICICI, IDFC, etc.)
• Handle failed disbursements and retry transfers
• Generate and download payout files (XLSX) for bulk disbursements
• Generate beneficiary registration files for new bank accounts

Payment Approvals

• Approve or reject partial collection requests submitted by collection agents
• Confirm manual payment receipts uploaded by collection team

Loan Management

• Force-bypass BSA (bank statement analysis) or CIBIL checks in exceptional cases
• Reactivate cancelled or rejected loans when approved by management
• Manage loan no-due certificates and settlement letters

Role Admin / Super Admin

Admins have full platform access. They manage the brand configuration, staff accounts, loan products, and have visibility across all operations.

Staff Management

• Create, edit, enable, or disable staff (partner user) accounts
• Assign roles to staff (Credit Executive, Collection Agent, Ops, etc.)
• Grant granular permissions (what each person can view or modify)
• Define the reporting hierarchy (who reports to whom)
• Set staff availability / mark leave dates (affects auto-allocation)
• Generate QR/invite codes for staff onboarding
• View staff activity logs, login history, and session reports
• Rate staff performance (1–10 per metric)

Brand Configuration

• Set eligibility rules: minimum salary, age limits, pincode serviceability
• Configure auto-allocation behavior (loans, users, collections)
• Enable/disable Account Aggregation, employment verification, selfie/video KYC
• Configure which third-party providers to use for each service
• Set repayment holidays (holidays when EMIs don't fall due)
• Configure rejection/status reason codes
• Manage blocklists: add PAN, mobile, Aadhaar, bank account numbers, or pincodes to deny list

Loan Product Management

• Create and manage loan products (EMI loans, payday loans)
• Set loan amount ranges, maximum loans per customer, tenure ranges
• Configure fee structures: processing fee, convenience fee, interest rate (fixed or percentage, inclusive or exclusive)
• Configure tax components on each fee (GST, TDS, etc.)
• Set penalty rules for overdue loans (simple or compound interest)
• Configure BRE rules for each loan product (what parameters to evaluate)
• Create and manage discount coupons for processing fees

Reports & Audit

• Download reports: disbursement, collection, loan status, agent performance, DPD buckets, recovery efficiency
• View full audit trail for any loan or user status change
• View all API call logs (third-party integrations)
• View brand configuration change history

The Super Admin has access across all brands on the platform, not just one. They can view and manage any brand's data.

Role Sales Team

The Sales team focuses on customer acquisition — tracking leads from marketing campaigns and helping convert them into registered borrowers.

What Sales Can Do

• View incoming leads from Facebook/Google ad campaigns
• Check if a lead matches an existing customer in the system (exact, partial, or fuzzy match on phone/email/PAN/name)
• Track onboarding-in-progress users (signed up but haven't completed KYC)
• View UTM parameters and marketing attribution for each customer
• Monitor conversion at each onboarding step
• View brand targets and performance against monthly goals

Sales Manager / Head roles have broader visibility across the team and access to aggregated sales reports and team performance.

Flow Full Loan Lifecycle

Terminal states: REJECTED CANCELLED OVERDUE DEFAULTED SETTLED WRITE_OFF

Stage-by-Stage Breakdown

Flow BRE Evaluation (Business Rule Engine)

Every loan application is evaluated against a set of rules configured for the brand. The BRE runs automatically when the customer submits their application.

Common BRE Rule Parameters

Flow Disbursement Flow

Flow Collection Flow

Flow Re-Loan Flow

Flow Account Aggregation (AA)

Account Aggregation is an RBI-regulated framework where customers can securely share their bank transaction data with the lending platform — without uploading physical bank statements.

Config Brand Configuration

Every brand can independently control the loan processing behavior via configuration flags. Here are the most impactful ones:

Config Permission System

Beyond broad roles, staff access is controlled by granular permissions. Each permission can be granted as READ only, WRITE, or ALL (full access). Permissions are assigned per user and can differ from their role defaults.

Config Notifications & Reminders

Customer Notifications (Automated)

Staff Notifications (In-App)

Admins can create targeted notifications for specific roles or individual staff members within the partner portal. Notifications have a priority (HIGH / MEDIUM / LOW), can be scheduled, and staff can acknowledge them. The system tracks who has read each notification.

Feature Lead Management

Who uses it: Admin, Sales Team

Lead Management handles inbound leads from Facebook Ad campaigns. After running an ad, the sales team downloads the leads CSV from Facebook Ads Manager and uploads it to the portal. The system deduplicates, matches to existing users, and tracks processing status.

How It Works

Feature Reminder Management

Who uses it: Collection Team, Loan Ops, Admin

Reminders are manually scheduled messages sent to specific customers at a future time via SMS, WhatsApp, or Email. They're separate from automated system notifications — staff create them to follow up on specific loans, overdue cases, or payment dates.

Creating a Reminder

Monitoring Reminders

The Reminders list page supports filters by channel, status, created date range, and scheduled date range. Search by customer name or phone. The table shows customer name, channel, template, scheduled time, and current status.

Feature Report Types

Who uses it: Admin, Super Admin

The Reports module provides date-range exports for analytics, compliance, and management review. All reports can be viewed in the portal or downloaded as CSV.

The backend exposes 29 report types grouped into three categories:

User & Loan Reports

Collection Reports

Marketing & Credit Reports

Feature Completed Loans Sub-Tabs

Who uses it: Collection Team, Loan Ops, Admin

The Completed Loans page is split into four sub-tabs to separate different loan closure types. Each sub-tab has its own filters, search, and export capability.

Feature Global Search

Who uses it: All staff roles

The Global Search bar (accessible from the top nav of the partner portal) searches across the entire platform for the current brand — users, loans, and partner users simultaneously.

What You Can Search

• Users (customers) — by name, phone number, email, formatted user ID
• Loans — by formatted loan ID, customer name
• Partner Users (staff) — by name, email

The search is brand-scoped — staff only see results for their own brand. The minimum search length is typically 2–3 characters. Results are debounced (100–300ms delay) to avoid excessive API calls as the user types.

Feature VoIP Dialer (Acefone)

Who uses it: Collection Team, Credit Executives

The Acefone VoIP dialer lets staff make calls to customers directly from the partner portal without a separate phone system. Calls are automatically logged with duration and recording links.

For Staff (Making a Call)

For Admins (Configuring the Dialer)

Go to Brand Settings → Dialer / Acefone to configure API credentials, extension numbers per staff member, and enable/disable the dialer feature. Each staff member can be assigned their own Acefone extension.

Feature Rating Matrix

Who uses it: Admin (to configure), Loan Ops / Sanction Managers (results)

The Rating Matrix is a configurable scoring framework used to evaluate and rate the performance of partner users (staff). Admins define criteria and weight them; the system computes scores based on activity.

How It Works

Admins configure the rating matrix in Brand Settings → Rating Matrix. Each matrix entry defines:

• Criteria — e.g. loans processed per week, collection recovery rate, TAT (turnaround time)
• Weightage — how much this criterion contributes to the overall score
• Role — which staff role this matrix applies to (credit exec vs. collection exec, etc.)

A separate Partner User Rating Matrix links specific evaluations to individual staff members, enabling individual performance tracking over time.

Feature API Key Management

Who uses it: Admin, Super Admin

The API Key Management module lets admins generate and manage API keys for the brand. These keys are used to authenticate external systems (e.g. partner integrations, webhooks, B2B APIs) that need to access the LOS programmatically.

Key Operations

Feature Dashboard V1 vs V2

Who uses it: All staff roles

The partner portal supports two dashboard versions — V1 (classic) and V2 (enhanced). Which version a brand sees is controlled by the dashboard_version field in the brand's configuration.