Customer portal account management
How customers can manage their accounts and payments through your customer portal
As we explain in our overview and setup article, the customer portal simplifies the way borrowers manage their accounts, offering clear and immediate access to all important information. This article will explain how they log in and manage accounts and payments.
Login and navigation
Once you’ve created a customer in LMS and granted access to the portal, the borrower needs to go to your portal’s URL and enter their credentials.
Once they’ve logged in, they’ll see two tabs at the top of the page, Accounts and Payment Manager. Their name will be in the top right corner, and clicking it will let them log out or manage their email and password.
On the accounts page, they’ll see a list of each account they’re linked to and have been granted customer portal access to in LMS. If an account isn’t displaying, they’re likely either not linked to it or have it restricted from the portal in their access settings.
Each account displays basic information, like the account ID, current balance, next due date, and remaining payments. There are shortcuts to make payments, and they can click on a specific account to expand it and see more information.
Logging payments
Borrowers can make payments through the customer portal. If they’re linked to multiple accounts, they can either make a payment for a specific account, or spread one large payment across several.
Single payments
Click the ‘Pay’ button for an individual account brings up a small payment window.
There, select the payment amount (such as the next due payment, past due amount, or a custom amount,) and the payment method. If you check the ‘Schedule Future Date’ box, you can enter a date down the line when the payment will draw money from the chosen payment method and apply it to the account. When everything looks correct, click ‘Continue’.
Bulk payments
From the main accounts page, click the black ‘Pay Multiple’ button in the top right. From there, you’ll see a list of all your accounts with checkboxes and amount fields next to each.
Check which accounts you’d like the payment to apply to, and then type in the amount for each. (The system won’t let you make a payment on an account that’s already paid in full.) On the right, you’ll see the Confirm Payment window, which lists the number of accounts included and the total amount you’ll be charged. Select the payment method you’ll use, mark that you’ve accepted the terms and conditions, and then click ‘Pay’.
Managing individual accounts
Once they click on a specific account, borrowers will see a more detailed view. Beneath their basic account information, there are several tabs. Installment loans and leases will see Summary, Transactions, Documents, and Collateral; lines of credit will see Transactions, Statements, and Documents.
Summary tab
The summary tab is only visible on installment loans and leases, as it shows charts and data relating to their principal balance and amortization schedule.
- The pie chart is a breakdown of what they’ve paid and their remaining balance. Hovering over any section gives further details. Beneath the chart, they’ll see a table listing important account information, like their interest rate, projected payoff date, and remaining number of payments.
- The line chart is a visualization of their amortization schedule, showing their principal balance gradually decreasing as the principal paid and interest paid increase. Beneath, they can click ‘See Breakdown’ to see a payment-by-payment analysis.
Transactions tab
The transaction tab shows previous payments on the account, but looks slightly different on installment accounts and line of credit accounts.
- On installment accounts, they’ll see a detailed breakdown of payments showing how each payment contributes to principal, interest, and fees.
- On line of credit accounts, they’ll see payments as well as swipes they’ve made.
Statements tab
On line of credit accounts, this tab lists their recent statements, and allows them to download a PDF copy.
Documents tab
Here, borrowers can view and manage documents on their account. Clicking the ‘New’ button lets them upload a new file with a straightforward drag-and-drop box.
Collateral tab
The collateral tab is only available on installment loans and leases (not lines of credit). It lets users view existing collateral items attached to their account.
Setting up AutoPays
Within an individual account, you can also set up AutoPays. Above the tabs, you’ll see a line showing the next upcoming payment. On right, there’s an option to set up an AutoPay.
They can either create a new AutoPay or toggle existing ones on and off. When they set up a new one, they have many of the same options an agent would have when setting them up, like selecting an amount, frequency, start date, and payment method.
Payments Manager
Alongside the Accounts tab at the top of the portal, the Payments Manager tab lets users view payment history and add new payment methods.
Payment history
The payment history page shows borrowers all the payments they’ve made on each account they’re linked to.
They can use filters to sort by account, time period, specific methods, payment type, and payment status.
Payment methods
The payment methods page lists the payment profiles the borrower has added, and gives them the option to add new ones.
Clicking ‘Add New’ will bring up an iframe connecting the portal to Adaptive Wallet, ensuring payment profile information is immediately and securely stored in a PCI-compliant location.
They can also click the three dots beside any unwanted payment profile to delete it.
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