Creating Agent User Roles

New Feature Update: We recently added controls over who can see birthdates, SSNs, and EINs in the software. You can choose whether a role has access to see the whole birthday, just censored version, or nothing at all.


Audience: Upper Management, Loan Servicing/Collections Managers, Administrator, Compliance


LoanPro provides users the ability to assign separate login credentials for each company employee in the form of agent users. However, it is very important that proper levels of access are granted to users based on their individual duties within your company. Agent user roles is our solution—categories for agent users that govern level of access. Roles give you the ability to tailor a custom level of access to each individual user, and you can alter that access level as their responsibilities change.

This article provides an overview on creating user roles to your users. For information on assigning roles to your users, check out our article on Assigning Agent User Roles.

Creating a New Role

To create a new role, navigate to Settings > Company > Access > Roles within your company account.

Click 'Add' to create a new role. You can also click the icons to the right of the roles to either duplicate a role, edit, or delete.

Main Options

Next, determine the settings for the following options:

  • Name – The name of the role. The name should distinguish the role from other roles set up for your company.
  • Description – This is a brief description of the role and should probably describe, in brief, the level of access.
  • Customer SSN Visible – Selecting 'Yes' allows users with this role see customers' government-issued identification numbers. These include Social Security Numbers (SSN) for US consumers; Social Insurance Numbers (SIN) for Canadian consumers; and Employee Identification Numbers (EIN) for US companies. If 'No' is selected, the agent user will only see the last four digits.
  • Customer Bank Account Number Visible - This allows you to choose whether you want the bank account information visible to the user assigned to this role.
  • Date of Birth Visibility - This allows you to conceal customer date of birth information from the users assigned to this role. There are several options available:
    • Uncensored (01/15/2000)
    • Full Censored (XX/XX/XXXX)
    • Year Censored (01/15/XXXX)
    • Day/Year Censored (01/XX/XXXX)
    • Month/Year Censored (XX/15/XXXX)
    Choosing to censor sensitive customer information (like SSN, bank account numbers, and date of birth) will hide it from view in the UI, reports, and exported data.

Role Access Resources

Now you can use the expandable tree to specify which areas of the software users with this role will have access to. Expand sections by clicking on the arrows to the left of section titles. You can grant access to an entire section (by clicking the box next to the section title), or you can grant access to individual items (by clicking on their corresponding checkboxes).

This resource tree holds hundreds of options. For an explanation of each, see our article Roles Options.

Once you have checked all the desired boxes, click 'Save'. This role will be added to the list of roles that are available to be assigned to agent users in your company.

Common Uses & Questions

Here's some info for specific people within your company, as well as some common questions we get about roles.

Loan Servicer or Collector Use
If you need access to something that your role doesn't currently allow, you'll need to talk to the manager or administrator at your company who sets roles. LoanPro doesn't interfere with those decisions.
Upper Management Use
If you're in upper management, we doubt you'll be setting up roles personally, but you can certainly understand their value. First and foremost, they're a security feature, keeping sensitive data and tools only in the hands of those employees who have been trained and tasked with using them. But they also provide a benefit of simplifying the software. LMS is a robust system with countless feature, and it can be a lot to take in as a new user. Roles let you tailor the software to each position in your company, pairing down features they won't need so they can better focus on what matters.

We recommend instructing your administrators or middle managers to set up roles that emphasize security and simplicity for your users.
Loan Servicing/Collections Managers Use
As you set up roles, remember that they're just one of several access tools. Check out our article LoanPro Access for a full list of the other tools at your disposal.
Administrator and Compliance Use
Roles are the best way to make sure sensitive customer information doesn't end up in front of the wrong eyes, or that loan and company settings are only changed by people who've been trained and tasked with doing so. When a company sets up their roles and other access settings, we recommend that compliance officers contribute.

How do roles interact with other access controls, like wizard groups and search restrictions? For the most part, access features only compliment each other since they control different things. Wizards, however, can override role restrictions. If an agent didn't have access to edit loan setup, but they do have access to a wizard that edits setup, then they'll be able to edit setup while using that wizard. For more info on access tools, read LoanPro Access.


Here's a quick breakdown of the terms we use in this article.



Agent User

The login for an individual person who uses your software.


A set of access restrictions that are set up at the tenant-level. When you create or edit an agent user, you can assign one of your roles to them.

What’s Next

If you're creating roles, the next step is to create agent users and then assign roles to them. You may also be interested in our other LoanPro Access tools.

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