When agents open the Borrower Portal from the CRM, they see the same interface as borrowers — loan details, payment history, account settings — plus a set of 48 tools that only agents can access. These tools let agents take actions on borrower accounts that borrowers cannot perform themselves, such as freezing a loan, issuing credits, adjusting interest rates, or managing hardship programs.
Availability: All clients Required permissions: Varies by tool (see individual tool pages)
- From the CRM, open a borrower's record and select the Borrower portal link.
- The Borrower Portal opens in the agent view. A blue indicator message appears at the bottom left of the page confirming that you are viewing as an agent.
- Select a loan to view its details.
- From the loan detail page, select Loan options.
- The menu expands to show all available tools organized into five categories.
Some tools may be hidden or disabled depending on your permissions, the loan status, or the loan type. Disabled tools appear grayed out with a tooltip explaining why they are unavailable.
The Loan Options menu organizes agent-only tools into five sections.
| Category | Purpose | Tool count |
|---|---|---|
| Loan controls | Change loan status, cancel or close loans, manage refunds, handle credit reporting and disputes | 15 |
| Payments | Record payments, issue credits, manage transactions, reimburse borrowers, handle fees | 12 |
| Rates | Set and remove interest rates, rate caps, and promotional rates | 8 |
| Hardship | Defer payments, create payment plans, set SCRA terms, manage promises to pay | 9 |
| Tools | Manage loan labels, charge or waive fees, access dashboards | 4 |
Several patterns apply across multiple tools. They are documented here once rather than repeated on each tool page.
When your company has the forceCaseIdOnAgentActions configuration enabled, most agent tools display a Case ID select field. You must select an open case before submitting the action. This links the action to a case for audit and tracking purposes.
If the appropriate case does not appear in the dropdown, create a case in the CRM first, then return to the tool.
Tools that operate on Line of Credit loans display an Applicable to selector. This field determines whether the action applies to the line of credit and all draws, the line of credit only, or a specific draw. The available options vary by tool.
Many tools include a Send notice to borrower checkbox. When selected, the system sends an email notification to the borrower about the action taken. The checkbox is selected by default on most tools. Clear it if you do not want to notify the borrower.
| Tool | Description | Loan status | Loan type | Permissions |
|---|---|---|---|---|
| Freeze | Halt interest accrual, payments, and Autopay | active | All | loan:freeze |
| Unfreeze | Restart interest accrual and payment schedule | frozen | All | loan:unfreeze |
| Accelerate | Make entire balance due immediately | active | All | loan:accelerate |
| Reverse accelerate | Undo acceleration | accelerated | All | loan:accelerate.reverse |
| Charge off | Write off the loan as bad debt | active, accelerated | All | loan:chargeoff |
| Update charged off details | Change the charge-off reason | chargedOff | All | loan:update |
| Reverse charge off | Undo charge-off | chargedOff | All | loan:chargeoff.reverse |
| Cancel | Cancel a loan entirely | active, pending, originated | All | loan:cancel |
| Close | Close an account to prevent future draws or advances | active | LOC, Multiple Advances | loan:close |
| Sync | Refresh or replay loan calculations | All statuses | All | loan:refresh |
| Issue refund | Refund a purchase amount to the borrower | active | Installment | loan.refund:create |
| Manage refunds | View and cancel existing refunds | active, accelerated | Installment | loan.refund:list AND loan.refund:cancel |
| Credit reporting — delete tradeline | Remove the loan from a credit bureau | active, chargedOff | All | credit.agency:read AND credit.reporting.status:list AND credit.reporting.status:update |
| Credit reporting — special fields | Override Metro 2 reporting fields | active, chargedOff | All | credit.agency:read AND credit.reporting.status:list AND credit.reporting.status:update |
| Open purchase dispute | Dispute a purchase on a Line of Credit | active | LOC | purchase.dispute:create |
| Manage disputes | Update dispute status after review | active | LOC | purchase.dispute:update |
| Tool | Description | Loan status | Loan type | Permissions |
|---|---|---|---|---|
| Manage payments | Cancel, backdate, reverse, or change status of transactions | active, paidOff, chargedOff | All | transaction:cancel AND transaction:backdate AND transaction:reverse (all required) |
| Issue credit | Apply a service credit to reduce the loan balance | active, accelerated, chargedOff | All | transaction:create.servicecredit |
| Manage credits | Backdate or cancel issued credits | active, paidOff, accelerated, chargedOff | All | transaction:backdate AND transaction:reverse |
| Apply external check | Record a check payment in the ledger | active, accelerated, chargedOff | All | payment.instrument:external AND transaction:create |
| Apply external money order | Record a money order payment in the ledger | active, accelerated, chargedOff | All | payment.instrument:external AND transaction:create |
| Apply external wire | Record a wire payment in the ledger | active, accelerated, chargedOff | All | payment.instrument:external AND transaction:create |
| Reimburse | Send money owed to a borrower | LOC: any status; Installment: paidOff | All | loan:reimburse |
| Update credit limit | Change the credit limit on a Line of Credit | active | LOC | — |
| Manage card status | Deactivate or replace a physical card | Any | LOC | card:update |
| Manage advances | Update advance status or details | active | Multiple Advances | loan.advance:update |
| Generate statement | Create a statement for a billing period | Any | LOC, or installment with statements enabled | statement:create |
| Charge fee | Charge a dynamic fee on the loan | active | All | loan.type:list AND loan:charge.dynamicfee |
| Waive fee | Waive or update a charged fee | active | All | loan:cancel.dynamicfee |
| Tool | Description | Loan status | Loan type | Permissions |
|---|---|---|---|---|
| Set interest rate | Add a new interest rate | active | All | rates:create |
| Remove interest rate | Remove an interest rate | active | All | rates:delete |
| Set rate cap | Add a ceiling on the interest rate | active | All | rates:create |
| Manage rate caps | Update or remove rate caps | active | All | rates:update |
| Set promo rate | Add a promotional rate reduction | active | All | rates:create |
| Remove promo rate | Remove a promotional rate | active | All | rates:delete |
| Manage promotions | Update or cancel promotional programs | active | All | loan.promoprogram:update |
| Interest accrual calculator | Calculate interest accrued between two dates | active | All | loan.interest:read |
| Tool | Description | Loan status | Loan type | Permissions |
|---|---|---|---|---|
| Defer due date | Move a single due date | active | Installment (not single-term) | loan:duedate.defer |
| Defer schedule | Push out the entire payment schedule | active | Installment (not single-term) | loan:schedule.defer |
| Change terms | Modify the loan schedule with a custom payment plan | active | Installment (not single-term) | loan:paymentplan.create |
| Payment plan | Create a temporary payment schedule | active | Installment | loan:paymentplan.create |
| Promise to pay | Track an informal payment agreement | active | All | promise.to.pay.plan:create AND promise.to.pay.plan:update |
| Amortize draw | Set up a repayment plan for a specific draw | active | LOC | loan:paymentplan.create |
| Defer remaining balances | Capitalize overdue balances to make a borrower current | active | LOC | loan:defer.remaining.balances |
| Set SCRA terms | Apply military lending protections | active | All | loan:paymentplan.scra.create |
| Manage SCRA terms | Update an existing SCRA plan | active | All | loan:paymentplan.scra.update |
| Tool | Description | Loan status | Loan type | Permissions |
|---|---|---|---|---|
| Loan labels | View and manage labels on the loan | All statuses | All | loan.label:list |
| Dashboards | Access external dashboard links | All statuses | All | loan.agenttools.dashboard:list |
Note: Charge fee and Waive fee are listed under Payments above. The Loan Options menu displays them under the Tools heading, but they are financial actions documented with the Payments tools.
Seven tools are visible to both borrowers and agents. Borrower visibility for each is controlled by company configuration. These are not covered in this documentation set — they appear in the Borrower Portal documentation.
| Tool | Permission | Borrower visibility setting |
|---|---|---|
| Draw funds | draw.purchase:create | uiConfig.loanOptions.drawFunds |
| Change due date | due.date:update | uiConfig.loanOptions.changeDueDate |
| Manage Autopay | autopay:update | uiConfig.loanOptions.manageAutopay |
| Manage payment methods | payment.instrument:list | uiConfig.loanOptions.managePaymentMethods |
| Make payment | — | uiConfig.loanOptions.makePayment |
| Change nickname | loan:update | uiConfig.loanOptions.changeNickname |
| Get payoff statement | — | uiConfig.loanOptions.getPayoffStatement |
- Freeze and unfreeze a loan
- Accelerate and reverse acceleration
- Charge off, update details, and reverse charge-off
- Cancel a loan
- Close a loan
- Sync a loan
- Issue and manage refunds
- Manage credit reporting
- Manage purchase disputes
- Manage payments
- Issue and manage credits
- Apply external payments
- Reimburse a borrower
- Update credit limit
- Manage card status
- Manage advances
- Generate a statement
- Charge and waive fees
- Set and remove interest rates
- Set and manage rate caps
- Set and remove promo rates
- Interest accrual calculator
- Defer payments
- Change loan terms
- Create a payment plan
- Promise to pay
- Amortize a draw
- Set and manage SCRA terms