This section covers portal-based workflows for the operations teams who run a lending program day-to-day. If your role involves agents handling cases, managers reviewing performance, admins configuring teams and templates, or borrowers self-serving on their accounts, this is your section.
The content here is organized by portal and function, not by training module or lesson plan. You navigate by what you're trying to do — "How do I create a payment plan?", "How do I configure agent roles?", "How do I set up a bulk campaign?" — rather than by working through chapters in order. Each page is a self-contained task or reference.
The Admin Portal is where operations leaders configure the platform: teams, employees, roles and permissions, communication templates, loan types, and other lender-wide settings. Most Admin Portal work happens once during setup and then periodically as your program evolves.
Pages cover team and employee management, role configuration, template management, loan type configuration, holiday calendars, and the other lever-and-knob settings exposed in the Admin Portal.
The Agent Portal CRM is where customer service representatives, collectors, and supervisors spend their day. It's organized into four functional groups:
- Core Navigation — Borrower search, loan view, the agent dashboard, and the basics of finding the borrower or loan you need to work on.
- Case Management — Creating, working, and resolving cases: payment plans, hardship programs, fraud alerts, bankruptcy, disputes, and the workflows that drive each case type.
- Manager Tools — Capabilities exclusive to supervisors and managers: queue management, agent assignment, performance review, and bulk-send campaigns.
- Supercases — Supercases group related cases for complex situations like federal emergency declarations. Individual case types handle specific workflows including military duty (SCRA), deceased borrower processing, and OFAC sanctions screening.
The agent-only tools are a set of borrower-portal capabilities that only authenticated agents can access — they let an agent perform actions on a borrower's behalf without giving the borrower direct access. Pages here cover the agent-side workflows for payments, refunds, payment plans, settings changes, and the other actions agents commonly take while servicing a borrower.
The Borrower Portal is the white-label, borrower-facing surface where borrowers manage their own loans: making payments, enrolling in Autopay, downloading statements, updating contact information, and submitting documents. Pages here cover both the configuration side (what your portal looks like and what it can do) and the borrower-experience side (what borrowers actually see and do).
Use the sidebar to find the portal you're working in, then drill down to the specific task. If you're not sure which portal owns a workflow, search for the action verb — "create a payment plan", "add an employee", "send a campaign" — and the search index will route you to the right page.
For API-driven workflows that don't involve a portal, see Developer Tools instead.