All use cases

Onboard / Activate

New-borrower welcome call with autopay setup

The loan just funded — and before the welcome glow fades, the agent walks the borrower through what they'll repay and sets autopay so the first payment is never a surprise.

Get aheadSystem triggerVoiceChatSMSLending

What it does

The moment a loan funds is the one moment a borrower is paying full attention, and most lenders waste it on a static disbursement email. By the time the first payment is due, the schedule has been forgotten, autopay was never set up, and the lender is fielding "how much do I owe and when" calls or chasing a missed first payment. This card has the agent reach out the instant the loan funds, walk the repayment schedule in plain language, and enrol the borrower in autopay or direct debit before the first due date — turning the funding moment into the behaviour that keeps the loan performing for its whole life.

How it works

  1. 1
    Trigger. the loan funds — a loan_funded event fires from the servicing system with the schedule, the first due date, and the account details.
  2. 2
    Decision. the agent reads the loan terms and the borrower's onboarding context to shape the conversation — the amount, the instalment size and cadence, the first due date — and identifies that autopay is not yet set up, choosing the channel the borrower opted into for servicing.
  3. 3
    Action. it opens the welcome on voice, chat, or SMS, walks the schedule in plain words, answers the obvious questions (when, how much, what if I pay early), and guides the borrower into autopay — handing off to the servicing system's secure mandate step for the borrower to authorise the direct debit themselves.
  4. 4
    Follow-through. once the mandate is confirmed, the agent sends a plain-language summary and a reminder of the first date, and writes the welcome and the autopay status back to the loan record; a borrower who declines autopay or drops off mid-call is flagged for a follow-up before the due date rather than left to a missed payment.
Example
AgentCongratulations — your loan funded this morning and the money's on its way to your account. While I've got you: your repayments are 24 monthly instalments of a fixed amount, with the first one due on the 5th of next month. Want me to set up autopay now so it's handled automatically and you never miss one?
Customeryes please, I definitely don't want to be remembering dates
AgentSmart move. I'll send you a secure link now to confirm the direct debit on your own — it takes a minute. Once it's set, your first payment comes out on the 5th and I'll text you a reminder a few days before. You can switch it off any time.

Configuration

How the agent is wired for this use case.

Triggera loan_funded event from the loan servicing system, carrying the repayment schedule, first due date, and borrower contact and channel preference.
Tools & actions
  • Loan servicing system · read the schedule and terms; record the welcome and the autopay-enrolment status against the account.
  • Mandate / direct-debit setup · generate the secure authorisation step and confirm the mandate once the borrower completes it.
  • Knowledge base · serve the plain-language explanation of the schedule, early-repayment terms, and what autopay does.
  • CRM / borrower record · log the conversation, the autopay outcome, and any follow-up flag for audit.
  • Messaging channel · run the welcome on voice, chat, or SMS in the borrower's language.
Autonomythe welcome conversation and the schedule walkthrough run unattended behind the judge. Autopay enrolment is a mandate-authorisation step under a money-moving / regulated policy class: the agent prepares and explains it but the borrower authorises the direct debit themselves through the servicing system's secure step — the agent never sets up the mandate on the borrower's behalf and gives no borrowing or financial advice.
Channelsvoice · chat · sms
Escalationa borrower disputing the loan terms, expressing hardship or affordability worry at the outset, or a vulnerability signal hands off to a human with the loan context attached, rather than being walked into autopay.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

the loan_funded event with the schedule and first due date; the mandate-confirmed event; a no-autopay flag to trigger the pre-due-date follow-up.

Data

loan terms and repayment schedule, first due date, borrower profile and channel consent, autopay/mandate status, the plain-language servicing content.

Guardrails

judge gating on every outbound message; autopay set up only through the borrower's own secure authorisation, never by the agent; no borrowing or financial advice; hardship or vulnerability language routed to a human; the schedule explained from approved content only; the lender keeps owning the send channels.

Metrics it moves

  • adherenceup: a borrower who understands the schedule and is on autopay from day one repays on time across the life of the loan.
  • contact-ratedown: the "how much, when, how do I pay" servicing calls are answered at funding instead of arriving one by one later.
  • churndown: a confident, well-onboarded borrower with autopay running is far less likely to fall into early arrears and out of the relationship.

Related use cases

Onboard / Activate

KYC/KYB onboarding with document chase

the pre-funding verification step this welcome picks up from

Collect / Recover

Upcoming-payment reminder and autopay rescue (lending)

the later-in-life counterpart when a payment is about to fail

Convert

Lending application completion outreach

the funnel stage just before funding, recovering the application itself

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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