Lender Portal Guide

This guide provides a complete walkthrough of the portal’s features, navigation, and configuration options available after integration.

1. Access and Login

How to Access

As part of onboarding, ClearGrid provides each organization with secure login credentials.

  • Login Format: <companyname>@cleargrid.co

  • Password: Securely generated and provided during onboarding

  • Security: MFA required for all accounts

2. Portal Structure

Once logged in, the portal is divided into two main sections:

  • Dashboard – Real-time insights and portfolio performance

  • Reports – Payment reports and reconciliation tools

3. Dashboard Overview

The Dashboard is the heart of the portal, providing real-time metrics and borrower management tools. It is divided into four subsections:

  1. Stats – Key performance and financial metrics

  2. Accounts – Detailed account management

  3. Borrowers – Borrower profiles and histories

  4. Configurations – Payment settings and customizations

3.1 Stats Section

The Stats Section offers a snapshot of allocation performance:

Key Portfolio Metrics

  • Total Customers: Total accounts assigned to your portfolio

  • Valid Customers: Reachable and collectible customers

  • Recovered: Percentage of valid debt collected

  • Committed: Recovery secured through payments or plans

  • Expected: Forecasted recovery (committed + intent to resolve)

  • Intent to Resolve: Borrowers who engaged with payment options

Key Financial Metrics

  • Debt Escalated: Total debt allocated

  • Valid Customer Debt: Collectible portion of escalated debt

  • Scheduled Payments: Future commitments and installments

  • Payments: Amount already collected

3.2 Accounts Section

The Accounts Section lists all allocated accounts in a searchable, filterable table.

Columns

  • Ref ID – Unique account identifier

  • Outstanding Balance – Current debt (AED)

  • Total Balance – Original debt amount

  • Due Date – Account payment due date (DD/MM/YYYY)

  • Loan Type – Category (e.g., Car Rental, Credit Card)

  • Status – In Collection, Collected, Withdrawn, etc.

  • Merchant Name – Original creditor

Features

  • Search & Filter by reference ID, account ID, or borrower ID

  • View Account for borrower details, payment history, and configurations

  • Expandable Sections: Custom fields, payment plans, scheduled payments

3.3 Borrowers Section

The Borrowers Section provides full borrower profiles.

Borrower Table

  • CG Unique ID – Internal identifier

  • User Lender Detail ID – Your system’s borrower ID

  • Lender – Portfolio identifier

  • Name – Borrower full name

  • Date of Birth – DD/MM/YYYY

Profile Details

  • Personal Info – Name, DoB, Emirates ID, Nationality, Gender

  • Financial Summary – Total, outstanding, and overdue amounts

  • Communication History – Human calls, AI calls, SMS, with transcripts/recordings

  • Contact Information – Expandable phone/email lists

  • Account Portfolio – All linked accounts

3.4 Communication Logs

Track borrower interactions across all channels:

  • Filters: All, human_calls, SMS, AI calls

  • Details: Phone number, method, timestamp, status, duration

  • Recordings & Transcripts: For AI calls

  • Genesys Logs: Wrap-up codes, PTP (Promise to Pay) amounts and dates

3.5 Configurations Section

The Configurations Section lets you define borrower payment experiences.

Payment Options

  • Pay in Full – Allow/disallow redirection after payment

  • Schedule Payment – Allow scheduling, set max dates/days

  • Payment Plans – Define installments, thresholds, first payment rules

  • Allowed Cards – Configure card types and gateways

Levels

  • Global Settings – Apply to entire portfolio

  • Account-Specific Settings – Customize per borrower

4. Reports Section

The Reports Section provides reconciliation and audit tools.

Report Features

  • Filters – Select date range

  • Data Columns – Payment ID, Account Reference, Customer Reference, Name, Contact, Status

  • Export Options – Download in standard formats for reconciliation

  • Audit Trail – Full transaction details, timestamps, methods

5. User Experience

  • Navigation: Simple two-tab layout (Dashboard & Reports)

  • Interface: Dark theme, responsive design, mobile-ready

  • Performance: Real-time updates, advanced search and filtering

  • Collaboration: Role-based access, user activity logging, secure sessions

6. Benefits of the Lender Portal

Operational Efficiency

  • Centralized borrower/account management

  • Real-time monitoring and tracking

  • Streamlined workflows

Performance Insights

  • Recovery analytics and forecasting

  • Borrower engagement tracking

  • Benchmarking

Communication Management

  • Multi-channel tracking (SMS, calls, AI)

  • Call transcripts & recordings

  • Audit-ready logs

Financial Control

  • Real-time payments and reconciliation

  • Configurable payment options

  • Flexible installment management

7. Support and Training

  • Onboarding Support – Dedicated setup assistance

  • Training – Portal walkthroughs for your team

  • Documentation – Full guides and tutorials

  • Technical Support – 24/7 assistance

  • Customer Success – Ongoing best practices and updates

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