Agent users
An agent user is any individual that uses LMS software. As a company, you can assign or grant agents specific roles.These roles can refine the Loan Management Software (LMS) user interface by showing users only information and functions they need. It can give some users access to more advanced parts of the software depending on their assigned role.
Different access controls give you the ability to designate which specific parts of the software your employees can see and use. These access controls simplify the software and prevent mistakes by a user. These accesses include:
- Role-based Access: Role-based Access is used to restrict what an agent user has access to in the software. Roles can be configured to meet the needs of your staff and ensure users only have access to the appropriate pages and information.
- Multitenancy: Access also allows for multitenancy. LoanPro allows a single company to establish more than one account (tenant) in LMS. If users within the company do not have cross-tenant access, their logins only grant access to a single tenant.
- Cross-Tenant Access: Related to multitenancy, cross-tenant access is used for companies who have multiple tenants. Users who need to access multiple tenants can be granted cross-tenant access and use the same login to access both sections.
- Cash Drawers: Cash Drawers can be assigned to agent users who work with cash. These drawers are listed and tracked under ‘Source Companies’ in the software. With this tool agent users can track all of the money they handle. Only one agent user can check out a cash drawer at a time. At the end of the day, the agents can reconcile the drawer and ensure all of the cash is accounted for.
- Global Note Manager: Every time a change is made by an agent user in LMS, the system tracks it and keeps record of what changes were made, and who made the changes. This record is primarily for auditing purposes. The Global Audit Trail record can be used to track mistakes or detect fraud or any unlawful acts.
Managing agent users
A list of agent users for your company can be found by navigating to Users > Agent Users. From there, you can search for an individual by their name, email, status, or role.
The following columns are shown by default: ID, Name, Email Address, Company Position Title, Phone, Agent Role, and Search Restriction Group. You can control which columns are shown in the list of agent users by clicking the columns icon.
You can also export the list of Agent Users as a CSV file from this page by clicking the three dots in the top right corner and selecting ‘Excel Data Dump’. This will generate and download a report of all Agent users.
From this page, you can do the following:
- Create a new agent user
- Configure an agent user
- Edit an agent user
- Search agent users
- Customize the agent users list
Create a new agent user
To create a new agent user, click 'New Agent User'.
The window has two screens: Profile Information and Profile Settings
Profile Information
This is where you will input the basic information of each agent user into the required fields. While most are self-explanatory, here is a breakdown of each field:
| Field | Description |
| First & Last Name | The name that will be associated with the user and displayed in the software and on reports. Special characters are allowed, so you can enter names like O'Leary, al-Bayt, or García-Carrión. First, Last, and Full names are context engine variables. |
| Status | Whether an agent is active or inactive. Inactive users have no access to the software. |
| Gender | Options are Male, Female, and Not Applicable. |
| Email/Username | This is the email used to log into LoanPro and our help system. This is a context engine variable. |
| Secondary Email | A second email, if applicable. |
| Phone | The agent user's phone number. This is a context engine variable. |
| Company Position Title | This text field lets you input their precise job title. This is a context engine variable. |
| Position In | A general label you can use to categorize the roles of your employees.Options are Administration, Collections Specialist, Customer Service Specialist, Loan Origination Specialist, Loan Servicing Specialist, Owner/Principal (Decision Maker), and Software Consultant. |
When you're done, click ‘Next’ to move onto Profile Settings.
Profile Settings
These settings determine a user's access and setup within LMS.
| Setting | Description |
| Account Dashboard Template | You can choose which of your custom account dashboard template views the agent will have. |
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Role-based Access determines what access agent users should have, based on what they do within your company. You can create company roles by navigating to Settings > Company > Access > Role-based Access. |
| New Account Default Settings | New account default settings are groups of defaults for new accounts that you can create within your company. These groups of defaults can be assigned to your agent users so that when a user creates a new account, the settings are defaulted for them. To create a group of defaults, navigate to Settings > Defaults > New Loan > User Group Defaults. |
| Shortcut Set | You can assign a user a set of shortcut icons that will appear in the header of each account. These icons are shortcuts to specific areas inside an account. A group of shortcuts can be created in Settings > Company > Access > Shortcuts. |
| Restriction Groups | You can choose the restriction group that will further determine the access the agent has to functions in the software. |
| Search Restriction Group | Search restriction groups let you restrict users so that they can only search specific groups of accounts. For example, you can restrict a user to specific account statuses, so when that user searches accounts, the resulting accounts will only be assigned to those statuses. |
| Source Company Search | If an agent user is a part of a source company, you can assign them to one here. |
| IP-Based Access | You can create groups of white-listed or black-listed IP addresses and assign them to agent users. This will make it so the agent user can only access the software from specific IP addresses. You can create IP-Based Access in Settings > Company > IP-Based Access. |
| Walkthroughs Groups | You can choose which group of Agent Walkthroughs this user will have access to. To create a walkthrough group, navigate to Settings > Company > Access > Walkthrough Groups. |
Once you have made your selections, click 'Save' to save the user.
After the agent user is created, an email containing a temporary login password will be sent to the agent user. Upon login, the agent user will be asked to enter a new password.
Configure an agent user
Once you have saved the new user, you have some options to configure them. Click the listing for the agent user you just created, and you'll see a page with four tabs on the left-hand side: Profile & Access, Internal Notifications, Authentication, and Email Enrollment.
Profile & Access
The Profile & Access information is the information you entered to create the user. Here, you can edit the agent user's general information.
Internal Notifications
In the Internal Notifications tab, there are settings for both events and triggers. These tabs work the same way, and they allow you to determine which of your company’s trigger or event-based notifications this user should receive.
Use the toggle switches to the right of each event to designate whether the agent user should get the notification and/or popup. Once you’ve made your selections for the user, the updates are saved automatically. Use the same process for the trigger notifications.
Authentication
Here you can set up Multi-Factor Authentication for each of your agents. This provides another layer of security when logging in, which protects sensitive data.
Email Enrollment
Lastly, there is Email Enrollment. This tab works similarly to the Events and Triggers tabs excluding a few differences. When an event happens or a customer account qualifies for a trigger rule, any enrolled users will receive an email instead of a system notification. Select the desired emails from this list that you would like your agent user to receive.
Editing and deactivating agent users
To edit an existing agent user, navigate to the Profile & Access tab on an individual agent user's page. Click the ‘Edit’ button in the top right corner of the screen, and you'll be able to reconfigure all of their settings except for their email.
If you want to deactivate a user, change their Status to ‘Inactive’. This will revoke all of their access in LoanPro, so they'll be unable to login and no longer receive email notifications.
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