Loan Inquiry & 360° Customer View

This page explains how operations, collections and customer-care teams use the Loan Inquiry screen to answer customer questions, investigate issues and trigger downstream actions (payments, deferments, waivers, refunds, early settlements, requests and complaints).

Primary User Story

As a call-center or branch agent, I want to pull a customer’s loan using any key identifier (Loan ID, Customer ID, National ID), so that I can see a 360° view of the loan status, repayment history and available actions while I am talking to the customer.

  • Entry point: user clicks `Loan Inquiry` from sidebar or comes from global search in the top bar.
  • Outcome: system shows a list of loans (Active / Inactive tabs) and allows the agent to open the Loan Details modal.

Search & Filter Behaviour

The search panel at the top of the page lets the user search by multiple identifiers and narrow the result set.

  • Loan ID / Customer ID / National ID: free-text fields that accept numeric identifiers; at least one should be provided for a precise search.
  • Status filter: limits results to Active, Closed or Rejected loans.
  • Product Type filter: narrows the result to Personal Finance, Business Loan or BNPL products.
  • Global search integration: queries entered in the top-bar search are pre-filled into the corresponding field based on type (loan_id, customer_id or national_id).

When the agent presses Search, the system validates the input and queries the back-end for matching loans. The list below is refreshed with a maximum page size (e.g. 10–25 records) and supports pagination.

Active Loans List – Card View

Active loans are displayed as compact cards with the key commercial and risk attributes required for a quick conversation.

  • Key fields: product name, Loan ID, disbursed amount, outstanding balance, next due date, remaining installments, and Days Past Due (DPD).
  • Visual status: coloured badges highlight Active vs Overdue loans, and DPD buckets (e.g. 1–30 days).
  • Bulk selection: a checkbox on each card lets the agent select multiple loans for bulk actions such as export or assignment.
  • Inline search: a text filter on top of the list filters the cards client-side by Loan ID, product or customer fields.
  • Pagination: page indicator and Previous/Next actions navigate between pages.

Loan Details Modal – 360° View

When the user clicks a loan card or the “View Details” button, the Loan Details modal opens as the primary workspace for the loan.

  • Header: shows product name and loan status badge (Active, Closed, Overdue).
  • Key identifiers: customer number, loan account number, disbursed amount, monthly installment, APR, maturity date.
  • Dynamic fields: due amount, last payment date and next due date are displayed or hidden based on the loan’s current state.

Quick Actions – Payments & Servicing

The Quick actions section groups the most frequent servicing actions the agent can take immediately from the inquiry context.

  • Pay now: opens the Due/Unpaid Installments modal, where the agent selects one or more installments, captures the bank payment reference and submits the payment.
  • Process Early Settlement: navigates to the `early-settlement.php` feature with the loan context, where the payoff amount and settlement options are calculated.
  • Process Deferment: navigates to the `deferment.php` feature for deferring one or more installments based on policy.
  • Initiate Waiver: opens the `waiver.php` workflow to request partial or full waiver of fees/interest.
  • Process Refund: navigates to `refund.php` for recording over-payment or chargeback scenarios.

All actions performed from Quick actions should be fully audited and, where applicable, routed for approval through the central Approvals module.

Supporting Views – Schedule, Documents, Transactions, Requests

Below the quick actions, the system exposes additional “More Actions” cards that open specialised views:

  • Repayment Schedule: tabular list of future and historical installments with due dates, EMI amount and status (Paid, Due, Overdue).
  • Documents: list of downloadable artefacts such as contracts, VAT on fees, statements and receipts.
  • Transactions: payment history with transaction references, amounts, channels and timestamps, plus a drill-down modal for full payment details.
  • Requests & Complaints: forms to raise requests (indebtedness letter, clearance, reschedule, deferment, refund, etc.) and log customer complaints against standard categories and sub-categories.

Key Use-Cases & Edge Cases

  • Customer calls with only National ID: agent searches by National ID, sees all active and inactive loans; confirms which loan the customer is asking about and opens that loan’s details.
  • Promise-to-pay scenario: customer commits to pay overdue installments; agent opens Transactions and Repayment Schedule to confirm existing dues, then raises a Request to note the promise and due date.
  • Disputed payment: from Transaction History, agent opens Payment Details, verifies card reference and amount, then submits a Dispute Request for operations to investigate.
  • Regulatory letter: from Requests, agent selects Indebtedness or Clearance Letter, enters purpose and delivery channel, and submits for back-office fulfilment.
  • No loans found: the empty state explains that no loans match the filters and prompts the agent to clear or adjust filters.

Non-Functional & UX Considerations

  • Performance: search should return initial results within a few seconds even on large portfolios; pagination is mandatory for heavy customers.
  • Security: access to Loan Inquiry is restricted to roles with appropriate entitlements; audit logs must capture every view and action taken on the loan.
  • Data masking: sensitive fields (IDs, phone, IBAN) can be partially masked on screen, with full details only visible to privileged roles.
  • Consistency: all amounts are displayed in SAR with standard formatting, and dates are shown in a consistent, locale-appropriate format.