Case workspaces
Full borrower context with point-in-time snapshots — see what the worker saw when the decision was made, not what the record says today.
Servicing Workspace · part of the LendEasy platform
The workspace where servicing work actually gets done
Case workspaces with full borrower context, workflows you configure instead of commission, and a manager command center — the modern take on a loan servicing CRM, shared by your team and your AI agents, with every action governed before it executes.
Case #H-1083 — Hardship
Borrower J. Rivera · consumer installment
HardshipIn progress · step 3 of 6SLA: due in 3h 12m
Case timeline
- Inbound call — recorded & transcribed9:41 AM
- Document received — pay stub, in review10:02 AM
- Snapshot pinned — context as of this decision10:05 AM
Next action
Review hardship eligibility
Hardship workflow v3 · pinned for this case
What the worker saw, when they saw it — snapshots, versions, and approvals on every decision
The workspace
Configured instead of commissioned
Twenty case types out of the box — collections, bankruptcy, cease communications, and general support active on day one, with sixteen more seeded, from hardship and SCRA to OFAC, disputes, and mass remediation. New programs are configuration, not application code.
Configurable workflows
JSON workflow definitions per case type — versioned, draft-to-active, with in-flight cases pinned to the version they started on. 20 case types ship out of the box.
Manager command center
Queues, worker presence, SLA health on business-hours calendars, escalations, missed calls, and unassociated interactions — one operational picture.
Single-box borrower search
One search box across borrowers, loans, cases, and interactions — no tab roulette while a borrower waits on the line.
Secure document exchange
Expiring upload links and review queues for borrower documents, plus identity verification sessions and privacy-rights request tracking.
Maker-checker approvals
Sensitive actions require a second set of eyes — the same approval machinery that gates AI actions gates human ones.
Case workspaces
See what the worker saw — not what the record says today
A case workspace assembles everything about the borrower in one place: loans, interactions, documents, protections, history. And every decision made there is linked to a point-in-time snapshot of that context.
Snapshots, pinned to decisions
When a worker — human or AI — makes a call on a case, the platform pins the context as of that moment: balances, statuses, protections, the workflow version in force. Months later, a reviewer sees the case as it was, not as it has become. Defending a decision stops requiring archaeology.
One search box, no tab roulette
A single search box covers borrowers, loans, cases, and interactions. When a borrower is on the line, the agent types one thing and lands in the right case with full context — instead of cross-referencing three systems while the hold music plays.
Configurable workflows
New programs in configuration, not application code
Every case type runs on a JSON workflow definition — versioned, auditable, and promoted draft-to-active like the governed change it is. Standing up a disaster program or a new dispute flow is a configuration exercise, not a development project.
Step 1
Draft
A new workflow — or a new version of one — is authored as a JSON definition: steps, transitions, required approvals, SLAs. No application code, no release train.
Step 2
Review
Drafts are reviewed and promoted deliberately. Activating a version is a governed, audited change — not an edit someone made in production.
Step 3
Active
New cases start on the active version. In-flight cases stay pinned to the version they started on, so a mid-case rule change never rewrites history.
Twenty case types ship out of the box — collections, bankruptcy, cease communications, and general support active on day one, with sixteen more seeded, from hardship and SCRA to OFAC, disputes, and mass remediation. Each one is a workflow definition you can read, version, and adapt.
Manager command center
One operational picture, both workforces
Managers do not supervise humans in one tool and AI in another. The command center shows the whole operation — and because AI agents work the same queues, oversight is one discipline, not two.
- Queues and worker presence — who is on, what they are working, where volume is building
- SLA health on business-hours calendars, with escalations surfaced before they breach
- Missed calls and unassociated interactions — nothing a borrower did disappears between systems
- Human and AI agent work in one picture: the same queues, the same SLAs, the same view
Escalation is a path, not a hope: SLA breaches, missed calls, and anything an AI agent escalates land in front of a manager with the full case context attached — including the point-in-time snapshot of what the escalating worker saw.
Documents, identity & approvals
The sensitive paths get structural protection
Documents, identity, and high-stakes actions are where servicing risk concentrates — so the workspace handles them with machinery, not policy memos.
Secure document exchange
Borrowers upload documents over expiring, scoped links — no email attachments, no fax. Documents land in review queues with ownership and SLAs, attached to the case they serve.
Identity verification
Identity verification sessions are part of the case flow, and privacy-rights requests are tracked as first-class work — not a shared inbox someone checks on Fridays.
Maker-checker approvals
Actions that policy marks sensitive — payment plans, reversals, status changes — route to a distinct second approver before anything happens. The same machinery that gates AI actions gates human ones.
Part of the LendEasy platform
The workspace, and the machinery behind it
One of four products on the platform: the control plane that governs every action taken here, the AI agents working the same cases, and the lending core supplying the facts.
FAQ
Questions servicing teams ask
It plays the role a loan servicing CRM plays — case management, borrower context, interaction history, manager oversight — but it is built differently. Every action taken in the workspace goes through the servicing control plane: checked against regulation-traceable rules before it executes, recorded into a tamper-evident evidence trail, and subject to the same maker-checker policy as AI agent actions. A traditional CRM records what happened; the workspace is governed about what happens next.
Bring the case type that hurts most
Hardship intake, dispute handling, a remediation program you have been putting off — we will configure the workflow with you and walk a case through it end to end.