The borrower detail page is where agents manage a specific borrower's cases, notes, interactions, and contact information. It is a two-column layout with a navigation sidebar (NavColumn) on the left and a content area on the right. You reach this page by selecting View more on a borrower's contact card, or by accepting a task that links to a borrower.
Availability: All clients Required permissions: None required to view the borrower detail page. Individual actions may require additional permissions (noted below).
The NavColumn is the persistent left sidebar on the borrower detail page. It provides borrower context and navigation across cases and interactions.
The header at the top of the NavColumn displays:
- Borrower name, state, country, and live local time (derived from the borrower's primary address timezone)
- Verification status — A green checkmark with agent name and timestamp if the borrower has been verified in the current session. No indicator if unverified.
- Borrower portal link — Opens the agent-view borrower portal in a new browser tab. See Navigate to the borrower portal.
- View notes link — Navigates to the borrower hub (notes and contact details).
- Quick action buttons — Start a new email, phone call, text message, or mail interaction directly from the header.
Below the header, the NavColumn lists all cases for this borrower. Each case card shows the case ID, creation date, case name, and indicator icons for things like scheduled calls, snoozes, escalations, and do-not-interact flags.
- Select a case card to load the case detail view in the content area.
- Select Add to create a new case (see Create a case below).
Below cases, the NavColumn displays the borrower's interaction history with search and filter controls.
- Select Add to start a new external interaction (call, email, or text). See Create an interaction.
- Use the interaction search and filters to find specific interactions. See View and manage interactions for filter options.
By default, the content area displays two sections:
- Notes section — All borrower-level notes, sorted with pinned notes first, then newest. See Manage borrower notes for creating, pinning, flagging, and archiving notes.
- Contact card details — The borrower's phone numbers (mobile, home, company), email address, location (city, state, country), and active loan accounts (up to 5).
When you select a case from the NavColumn, the content area switches to the case detail view.
- In the NavColumn cases section, select Add.
- Select a Case type from the dropdown.
- If the selected case type is a generic type, enter a Case name.
- Select Create new case.
After creation, the CRM navigates to the new case detail page at /crm/borrowers/:borrowerId/cases/:caseId.
Note: Only one active collection case is allowed per borrower. If an active collection case already exists (with status initiated, processing, or reopened), the form displays an alert and prevents creating a duplicate.
Case types are company-specific — your administrator configures which types are available.
| Field | Description | Required | Values / Format |
|---|---|---|---|
| Case type | The type of case to create. Determines the case detail fields and workflow. | Yes | Dropdown of available case types |
| Case name | A custom name for generic case types. Only shown when the selected type supports custom naming. | Conditional | Text |
Select a case from the NavColumn to view its details in the content area. The case detail page includes these sections:
| Section | What it shows |
|---|---|
| Case header | Case ID, status, created-by metadata. Status dropdown and options menu. |
| Case details | Type-specific fields. Supported types include: Bankruptcy, Collection, Cease Communication, Credit Bureau Dispute, Debt Validation, Deceased, Dispute of Debt, Dispute of Purchase, Identity Theft, Legal Action, Military Duty, and OFAC Sanctioned. |
| Accounts | Loan accounts associated with the case. Add or remove account associations. |
| Documents | Documents attached to the case. Upload or attach documents from loan groups. |
| Events | Paginated timeline of case events (10 per page). System events (DNI changes, escalations, status updates, snoozes) are filtered out. |
| Workflow | Workflow steps with completion checkboxes, closing steps, and final outcome selection. |
| Notes | Case-specific notes (separate from borrower-level notes). Same features as borrower notes: pin, flag, lock, archive. |
| Summary | AI-generated case summary with thumbs up/down feedback. |
The case header provides a status dropdown and an options menu with these actions:
| Action | What it does | Required permission |
|---|---|---|
| Change status | Update the case status via the status dropdown. | case:update |
| Assign owner | Assign an agent as case owner. Only available when case ownership is enabled in company config. | case:update |
| Escalate | Escalate the case to a team or individual agent, with an optional urgent flag. | case:update |
| Snooze | Temporarily defer the case until a specified date. | case:update |
| Schedule call | Schedule a future call with the borrower, specifying date, time range, reason, and contact. | case:update |
| Do not interact | Set a do-not-interact flag on the borrower or case. | case:update |
| Rename | Update the case name. | case:update |
All case actions are disabled when the case status is completed or canceled, or when you lack the case:update permission.