Submit an unsecured personal loan application

Use this submission flow to register and submit customer requests for unsecured personal loans. This flow supports unsecured lending and guides CSR managers through all required stages, from application initiation and customer identification to underwriting, signing, disbursement, and settlement.

Create an unsecured personal loan application

An unsecured personal loan application can be created either automatically during a customer consultation or manually, depending on the CSR workflow.

• Automatic creation during consultation — when working with a customer in the "Consultation center" sidebar, the unsecured personal loan application is generated automatically as part of the consultation flow.
• Manual creation — a CSR can create an unsecured personal loan application directly from the Applications section, CSR homepage, or CSR desktop without starting a consultation.

Create an application automatically

1. Open the "Consultation center" sidebar.
2. Search for the customer using identity, phone, or financial data.
3. Start a consultation session.
4. Select the theme. For this example select "Unsecured personal loan" theme in the "Loan opening" field group.
5. Verify the customer identification data, including available identification documents and identification history.
6. Click Confirm to complete identification or Reject to specify the rejection reason if identification fails.

As a result, if the identification is confirmed, Creatio automatically starts the unsecured personal loan application and opens it at the "Customer details" stage. Part of the data on this page is populated automatically based on the customer identification results. If the identification is rejected, the application process does not start.

Create an application manually

1. Open the Applications section.

2. Click New.

3. Select Submission from the menu.

4. Fill out the mini page:

   Field name	Field value
   Contact	Select the customer.
   Product category	Select product category. For this example, select "Personal loans."
   Product type	Select product type. For this example, select "Unsecured personal loans."
   Product	Select the required unsecured personal loan product.
   Source	Select the application source. For example, "Personal visit."
   Branch	Select the branch where the application is registered.

5. Click Save.

As a result, Creatio creates an application record and opens it at the "Customer details" stage. Part of the data on this page is populated automatically.

Process an unsecured personal loan application

1. Customer details stage

At this stage, the CSR completes the customer's identity, personal, financial, contact, address, and employment information using multiple field groups on the Customer details tab of the Application submission page. Most of these field groups are required and must be completed to proceed to the next application stage.

Add identity documents

The Identity documents expanded list contains documents used to identify the applicant.

note

At least one active identity document is required to proceed to the next stage.

If the customer was identified during the consultation, identity documents are created automatically and linked to the application. Otherwise, add the documents manually. To do this:

1. Click in the Identity documents expanded list to add a new document.
2. Select the document class (for example, "Passport," "Driver's license," "ID card," "Residence permit"). This opens the document mini page.
3. Fill out the document properties. The available document properties depend on the selected document class.
4. Upload the attachment. The attachment is a scanned copy or electronic image of the identity document that confirms the provided information.
5. Click Save.

Enter personal, financial, and contact data

This field group contains the applicant's core personal, financial, and communication information.

When the application is started from a consultation, the following data is populated automatically based on customer identification results and profile data:

• Identity documents — created automatically and linked to the application if the customer was identified during the consultation.
• Personal data (first name, last name, middle name, former name, SSN, citizenship, birth date, birthplace, gender, marital status, number of dependents, social status, education) — populated from customer identification results and customer profile data.
• Financial data (monthly housing expense, gross monthly income) — populated from the customer profile, if available.
• Communication options (primary phone number, primary email, additional phone number, additional email) — populated from the customer profile, if available.

Otherwise, enter the data manually.

Enter address and employment data

These field groups contain the applicant's residence, registration, mailing, and employment information.

When the application is started from a consultation, the following data is populated automatically based on customer identification results and profile data:

• Residence address — populated from the customer profile, if available.
• Registration address and mailing address — populated automatically from the residence address when the Same as primary address checkbox is selected. If the addresses differ, clear the checkbox and enter the addresses manually.
• Primary place of employment and employment address — populated from the customer profile, if available.

Otherwise, enter the data manually.

To move to the next stage:

1. Review the automatically populated fields and update them if required.
2. Fill out Residence address if it is not available in the customer profile.
3. Clear the Same as primary address checkbox and fill out the Registration address and Mailing address if they differ from the residence address.
4. Verify contact details with the customer.
5. Click Next stage.

As a result, Creatio validates the entered data and moves the application to the "Product details" stage.

2. Product details stage

At this stage, the CSR specifies product-specific information, including application parameters and required documents, using the Product details tab of the Application submission page. Creatio sets the Product category to "Personal loans" and the Product type to "Unsecured personal loans" automatically.

The Product field group contains information about the selected unsecured personal loan product. The Product category, Product type, and Product fields are populated automatically.

If the product was not specified during application creation, select the required product manually.

Creatio automatically pulls application parameters and required document classes from the active product conditions. Each product can have its own set of parameters and required documents.

Fill out application parameters

Use the Application parameters field group to specify the loan conditions.

note

Parameters that are prefilled in the product configuration are not editable.

The following application parameters are populated automatically based on the selected product and product condition and are not available for editing:

• Annual percentage rate (APR), %
• Interest rate, per year, %
• Prepayment penalty
• Installment type
• Late fee policy
• Currency
• Insurance included
• Type of disbursement

The following application parameters must be filled in manually:

Field name	Field value
Term, months	Specify the loan term in months.
Loan amount	Specify the requested loan amount.
Grace period, days	Specify the grace period duration.
Loan purpose	Specify the loan purpose.

Upload required documents

In the Required documents expanded list, generate and upload all documents required for the selected product.

To do this:

1. Click Generate to create the list of required documents.

2. Review the generated document list:

   • If an active document of the required class already exists for the contact, it is linked automatically and its status is set to "Active."
   • If no document exists, the generated document is displayed with the "Not uploaded" status.

3. For each document with the "Not uploaded" status:

   1. Select the document record to open the attachment area. The attachment area is displayed on the right side of the page.
   2. Upload the required file. The document status changes to "Active" automatically.

4. Repeat the steps for all required documents.

5. Verify that all required documents have the "Active" status.

6. Click Submit.

As a result, Creatio validates the entered data. If all application parameters are filled in and all required documents are active, the application moves to the next stage. All customer data entered in the application is copied to the customer profile, and the application status changes to "Submission." Otherwise, the system prevents submission and highlights missing or incomplete data. The application remains in the current stage until all required parameters and documents are completed.

3. Underwriting stage

At this stage, the underwriter evaluates the applicant's eligibility and risk profile. Creatio runs a set of automated and manual underwriting processes to assess compliance, creditworthiness, and financial capacity.

During this stage, the application is available in read-only mode for the CSR. All underwriting actions are performed by a user with the "Underwriter" functional role.

Creatio runs the following processes in sequence:

• "Initiate KYC for application" — verifies the applicant's identity and compliance with regulatory requirements.
• "Initiate credit report generation for application" — retrieves the applicant's credit history from a credit bureau to assess creditworthiness and existing liabilities.
• "Initiate underwriting for application" — calculates the applicant's overall eligibility and risk profile based on configured underwriting rules.

If an active KYC evaluation already exists for the contact, it is linked automatically to the application and reused. Otherwise, Creatio creates a new evaluation history record and launches the "KYC onboarding process."

note

Out of the box, these processes run through mock services. To process real data, integrate Creatio with identity verification, credit bureau, and underwriting engine services.

Review customer and application data

Use the application tabs to monitor the underwriting process and review its results. The underwriting status and results can also be monitored from the Applications section or from the Underwriter homepage.

1. Open the "Underwriter" workplace.
2. Go to the Applications section.
3. Select an application in the "Underwriting" stage.
4. Open the Evaluation history tab and verify that the KYC evaluation has the "Approved" status.
5. Open the Contact info tab and review the customer's personal and contact data.
6. Open the Documents tab and ensure that all required documents are present and valid.
7. Open the Financial details tab and review income and expense information.
8. Open the Product tab and review the unsecured personal loan details and application parameters.

Review risk metrics and credit data

1. Open the Underwriting tab.

2. Review the Risk ratios metrics:

   • Gross monthly income
   • Debt-to-income (DTI)
   • Loan-to-income (LTI)
   • Payment-to-income (PTI)

3. Review the Credit snapshot metrics:

   • Credit score
   • Credit utilization
   • Delinquencies
   • Collections
   • Bankruptcies
   • Hard inquiries

4. Click View full credit report details to open the complete credit bureau report, if required.

Review automated and manual checks

1. In the Automated checks expanded list, review the result of each automated check, including:

   • check status
   • evaluation date
   • whether a manual override is required.

2. In the Manual checks expanded list, complete all required manual checks:

   • Select one or more checks and click Mark selected as passed to process them in bulk or
   • Click a check name to open it and complete the check manually.

Make an underwriting decision

After completing all validations and checks:

1. Go to the underwriter approval area.

2. Select one of the available options:

   • Approve — the application proceeds to the next stage.
   • Reject — the application is marked as Declined, and the specified rejection reason is recorded.

As a result, Creatio sets the evaluation status and evaluation date, and the application automatically advances to the next stage.

4. Agreement & Signature stage

At this stage, the CSR confirms the customer's acceptance of the loan terms and collects all documents required for signing.

Creatio automatically creates a contract record and generates the list of required signing documents based on the selected product and application parameters. All generated documents are linked to the contract and initially have the "Not uploaded" status.

To complete signing, use one of the following methods:

• wet signature (default option)
• e-signature, if the corresponding integration is configured

Confirm customer acceptance of loan terms

1. Review the loan offer with the customer.
2. Select the checkbox confirming that the customer has reviewed and accepted the full terms of the offer, including the amount, term, interest rate, and repayment conditions.

Upload documents for signing

1. In the Documents for signing expanded list, select a document record. The attachment area is displayed on the right side of the page.
2. Upload the signed document file to the attachments area. After the file is uploaded, the document status changes to "Active".
3. Repeat the steps for all required documents.
4. Click Complete.

As a result, Creatio validates the confirmation and the uploaded documents. If all required documents have attached files and their status is "Active," Creatio sets the Signing status on the submission page to "Signed on paper," and the application automatically transitions to the "Disbursement" stage.

5. Disbursement stage

At this stage, the application is finalized and the unsecured personal loan is created. All actions are run in the background, no manual input is required from the CSR.

Creatio processes the disbursement according to the configured business logic and the selected Type of disbursement specified in the application parameters.

During this stage, the application is displayed in read-only mode. This operation may take some time.

As a result, once the disbursement process is completed successfully, Creatio automatically moves the application to the "Settled" stage.

6. Settled stage

The "Settled" stage marks the completion of the unsecured personal loan application process.

When the application reaches this stage, Creatio automatically sets the application end date and displays a confirmation window indicating that the loan account has been successfully created and activated. The confirmation window provides the following options:

• Open — view the created loan account.
• Cancel — stay on the application page.

After the confirmation window is closed, the application remains available in read-only mode:

• all application tabs become available for review
• all fields are read-only
• the application status is changed to "Closure"
• when the application is opened again, it is displayed in full-page view.

As a result, Creatio:

• creates an "Unsecured personal loan" type loan record and activates it
• transfers all parameters from the application to the loan record
• creates a contract record and links it to the application, loan, and documents for signing
• records a complete trace of the application process in the consultation case, including documents and evaluation history.

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See also

Manage loans

Submit credit card loan application

Submit a line of credit application

Submit an auto loan application