Servicing and reconciliation

A servicing review belongs to a loan application and an organization. It carries a revision, status and optional loan reference, reviewed date, outstanding principal, provider application ID and decision date. The Credit Officer prepares the adjustment and supporting evidence. A submitted revision goes to an Independent Credit Approver, who records a decision against that revision and the same parent application. The servicing status changes only after the decision exists. Completed should mean the required authority and effect have actually been recorded, not simply that someone finished reading a form.

The application and servicing review share an evidence trail. Attachments and application evidence remain on the parent case, and the decision row identifies reviewer, reason and source revision. Operation receipts record the action key and expected revision for an attempted change. If the actual effects do not match the receipt’s claim, the result state gives the team a way to mark review needed with a concrete failure reason. A duplicate request should resolve to the same operation result rather than creating another adjustment.

• Submitted revision. The review keeps the version and parent case that the approver must assess.
• Independent decision. The approver’s outcome and reason are recorded before the servicing status changes.
• Effect verification. Receipts are checked against persisted records before completion is accepted.

Agree what counts as sufficient support for changing a servicing position, including how the outstanding principal is sourced. Decide who can submit a review and who can independently decide it. Define the provider response that establishes a completed adjustment and how a delayed response will be investigated. The organization scope must match across the servicing review, parent application and actor. Establish how operation keys are generated for retries so a repeated click cannot create duplicate work.

Use a pilot review on a confirmed application. The Credit Officer enters the loan reference and outstanding principal and attaches support to the parent case. A different person approves the submitted revision and inspects the resulting decision row. Try an old revision and a self-approval; neither should complete the review. Then leave an operation receipt pending and ask the team to verify its claimed effects. A missing effect should move the receipt to review needed with a precise reason, without resending the provider action.

A provider reports a servicing adjustment for a borrower’s loan account. The Credit Officer records a review against the relevant application and supplies the provider reference. The Independent Credit Approver checks the parent case, current revision and supporting evidence before deciding. The team then compares the operation receipt’s effect references with the actual decision and servicing state. If the provider reference is present but the local decision row is absent, the receipt is an exception. If the decision exists and the effect is verified, the review can reach completed status through the authorized path.

Correction and cancellation need the same care. A confirmed application with an uncertain provider effect cannot be quietly relabeled to imply reversal. Preserve verified evidence and earlier decisions; add a correction to explain what changed. This leaves the Auditor a trail of what the team knew at each step.

• Servicing approval inbox — Submitted adjustments needing a separate decision.
• Servicing status board — Reviews grouped by current status.
• Open operation exceptions — Attempts with failed or review-needed effects.

See servicing review and implementation for the rehearsal and release sequence.