Case workspaces
See loans, interactions, documents, protections, and history together, plus a saved view of the facts used for each decision.
Servicing Workspace · part of the LendEasy platform
The workspace where servicing work actually gets done
Give servicing teams one place for borrower context, case workflows, queues, documents, approvals, and manager oversight. People and AI work through the same policy checks and audit trail.
Case #H-1083 — Hardship
Borrower J. Rivera · consumer installment
HardshipIn progress · step 3 of 6SLA: due in 3h 12m
Case timeline
- Inbound call — recorded & transcribed9:41 AM
- Document received — pay stub, in review10:02 AM
- Snapshot pinned — context as of this decision10:05 AM
Next action
Review hardship eligibility
Hardship workflow v3 · pinned for this case
What the worker saw, when they saw it — snapshots, versions, and approvals on every decision
The workspace
Configure workflows without application code
Twenty case types out of the box — collections, bankruptcy, cease communications, and general support active on day one, with sixteen more seeded, from hardship and SCRA to OFAC, disputes, and mass remediation. New programs are configuration, not application code.
Configurable workflows
Define steps, transitions, approvals, and service levels without application code. In-flight cases keep the workflow version they started on. 20 case types ship out of the box.
Manager command center
Queues, worker presence, SLA health on business-hours calendars, escalations, missed calls, and unassociated interactions — one operational picture.
Single-box borrower search
Search borrowers, loans, cases, and interactions from one place while the borrower is still on the line.
Secure document exchange
Expiring upload links and review queues for borrower documents, plus identity verification sessions and privacy-rights request tracking.
Human approval controls
AI-proposed actions above their autonomy level require a human decision. Policies that require separation of duties can add an independent reviewer.
Case workspaces
See the facts behind each decision
A case workspace brings loans, interactions, documents, protections, and history into one view. Each decision keeps a snapshot of the information available at the time.
A saved view for each decision
When a worker — human or AI — makes a call on a case, the platform pins the context as of that moment: balances, statuses, protections, the workflow version in force. Months later, a reviewer sees the case as it was, not as it has become, without reconstructing the decision from separate logs.
One search across servicing records
A single search box covers borrowers, loans, cases, and interactions. When a borrower is on the line, the agent types one thing and lands in the right case with full context — instead of cross-referencing three systems while the hold music plays.
Configurable workflows
Launch new case workflows through configuration
Define the steps, approvals, service levels, and transitions for each case type. Draft and review a new version before activation, without an application release.
Step 1
Draft
Define the steps, transitions, required approvals, and service levels for a new or updated workflow. No application code is required.
Step 2
Review
Review the draft, record who approved it, and activate the new version deliberately.
Step 3
Active
New cases use the active version. Existing cases keep the version they started on, so a mid-case change does not rewrite their history.
All twenty seeded case types are built this way — each one a workflow definition you can read, version, and adapt.
Manager command center
Manage people and AI from one view
See queue volume, worker availability, service levels, escalations, missed calls, and AI review work in one command center.
- Queues and worker presence — who is on, what they are working, where volume is building
- SLA health on business-hours calendars, with escalations surfaced before they breach
- Missed calls and unassociated interactions — nothing a borrower did disappears between systems
- Human and AI agent work in one picture: the same queues, the same SLAs, the same view
Escalations arrive with context: SLA breaches, missed calls, and anything an AI agent escalates land in front of a manager with the full case context attached — including the point-in-time snapshot of what the escalating worker saw.
Documents, identity & approvals
Protect sensitive servicing work
Use expiring document links, built-in identity verification, and human approval for actions that need review.
Secure document exchange
Borrowers upload documents over expiring, scoped links — no email attachments, no fax. Documents land in review queues with ownership and SLAs, attached to the case they serve.
Identity verification
Identity verification is part of the case flow, and privacy-rights requests receive an owner, status, and due date instead of sitting in a shared inbox.
Human approval controls
AI-proposed payment plans, reversals, or status changes can route to a human before execution. Where policy requires separation of duties, the platform assigns an independent approver.
Part of the LendEasy platform
Connect the workspace to the rest of LendEasy
The control plane checks actions, AI agents work the same cases, and the lending core supplies current account facts.
FAQ
Questions servicing teams ask
It covers the work a loan servicing CRM typically supports: case management, borrower context, interaction history, and manager oversight. Actions taken in the workspace also go through the servicing control plane, where policy is checked before execution, the result is recorded, and human approval is requested when required. A traditional CRM records what happened; LendEasy also checks what can happen next.
Configure one of your real case workflows
Choose hardship intake, dispute handling, or a remediation program. We will configure the workflow with you and walk a representative case through it end to end.