Zotta LMS — Intelligent Loan Management System

Complete Platform

Every Feature, In Detail

Explore the full depth of each module. Click a tab to see everything it includes.

Loan Origination

Manage the entire application journey from multi-channel intake through underwriting to disbursement. Staff and borrowers both get dedicated interfaces optimized for their workflow.

Multi-Channel Intake

Web portal self-service, walk-in agent-assisted, and staff-created applications on behalf of customers.

ID Parsing (OCR)

Scan front and back of national IDs. Automatically extracts name, DOB, ID number, address, and gender.

Document Management

Upload payslips, bank statements, job letters, IDs, and utility bills. Preview, download, and delete with type tagging.

Digital Contracts

Auto-generated hire-purchase agreements from DOCX templates. Electronic signature pad with typed name confirmation.

References Management

Add, edit, and delete applicant references with name, relationship, phone, address, and directions.

Counterproposals

Underwriters can propose adjusted amounts, rates, or terms. Borrowers accept or reject directly from their portal.

Shopping Context

Borrowers select merchants, branches, and item categories with quantities, prices, and descriptions.

Plan Selection

Eligible credit products shown with tenure options, payment calculator, and full amortization schedule preview.

Application Comments

Threaded messaging between staff and borrowers attached to each application.

Disbursement Processing

Manual or bank transfer disbursement with bank details capture, method selection, and notes.

Void Applications

Cancel approved applications with a reason. Creates audit trail entry and updates status.

Status Tracking

Progress tracker: Submitted, Under Review, Credit Check, Decision. Visible to both staff and borrowers.

Consent Management

Downloadable consent PDFs. Credit check requires explicit consent before proceeding.

Internal Notes

Underwriters can add timestamped notes to applications visible only to staff.

Decision Engine

The orchestration layer that pulls together credit bureau data, scoring, and business rules into a single automated decision pipeline. Two-phase evaluation with full auditability.

Two-Phase Pipeline

Phase A: Credit scoring with weighted scorecard. Phase B: Business rule evaluation with 21 configurable rules.

Credit Bureau Pull

Adapter pattern supporting multiple bureaus. AV Knowles integration built in, extensible to any provider.

Blended Scoring

Combines internal scorecard score (60%) with bureau score (40%). 300-850 range with A-E risk bands.

Automated Outcomes

Auto-approve, auto-decline, or refer to manual review based on rule severity and scorecard thresholds.

Rate Determination

Interest rates set by priority: credit product config, decision engine output, or system default.

Payment Calculation

Monthly payment, total interest, total payable, and effective annual rate computed at decision time.

DTI & LTI Ratios

Debt-to-income and loan-to-income ratios calculated and checked against configurable thresholds.

Bank Statement Analysis

Automated income and spending pattern analysis from CSV/PDF bank statements with risk flags.

Occupation Benchmarks

Income and expense benchmarks by occupation for validation during decisioning.

Decision Audit Trail

Every decision logged with timestamp, engine version, score breakdown, rule results, and final outcome.

Credit Scoring & Scorecards

A full scorecard lifecycle management system with champion-challenger testing, performance monitoring, health alerts, and what-if simulation tools.

Scorecard CRUD

Create, edit, clone, retire scorecards. Import characteristics and bins from CSV files.

Champion-Challenger

Run multiple scorecards simultaneously with configurable traffic allocation. One-click promotion.

Performance Metrics

Gini coefficient, KS statistic, AUC-ROC, PSI, and Information Value tracked over time.

Score Distribution

Histogram charts with risk band coloring. Band analysis showing approval and default rates per band.

What-If Analysis

Select an application and simulate how changing individual characteristics affects the final score.

Batch Scoring

Upload a CSV of applicant data. Get scored results with summary statistics and distribution charts.

Raw Score Script

Human-readable Python scoring script auto-generated from scorecard config. Editable, downloadable, copyable.

Live Calculation

Enter values for each characteristic and see total score, decision, trace table, and reason codes instantly.

Health Alerts

Automated alerts for PSI breach, Gini decline, default rate spikes, and approval rate drift.

Kill Switch

Emergency deactivation of any scorecard. Instantly removes it from the decision pipeline.

Shadow Mode

Run a new scorecard alongside the champion without affecting decisions. Compare performance safely.

Vintage Analysis

Default rate analysis by origination month to track scorecard degradation over time.

Reason Codes

Top positive and negative scoring factors generated for each decision, supporting adverse action notices.

Change Audit Log

Every edit to bins, weights, thresholds, and cutoffs logged with timestamp, user, and justification.

Business Rules

The configurable rule layer within the decision engine. 21 built-in rules covering income, employment, geography, and credit factors. Fully editable without code changes.

21 Built-In Rules

R01-R21 covering income verification, DTI ratio, LTI ratio, age limits, employment tenure, sector risk, geographic restrictions, and scorecard thresholds.

Configurable Thresholds

Edit threshold values directly in the UI. Changes take effect immediately on the next decision run.

Severity Levels

Each rule classified as hard decline, soft decline, or refer to manual review.

Enable/Disable Toggles

Turn individual rules on or off without deleting them. Instant activation and deactivation.

Rule Generation

Describe a new business rule in plain English and the system generates the implementation with safety guardrails.

Rules Analysis

View which rules cause the most declines, their pass/fail statistics, and optimization recommendations.

Version History

Full audit trail of every rule change with old/new values, user, timestamp, and justification.

Custom Rules

Add rules beyond the built-in 21. Custom rules support threshold-based and complex logic evaluation.

Rules Merging

Default system rules merged with database overrides. Diff tracking shows exactly what's been customized.

Impact Preview

View projected impact of rule changes before activating, including estimated approval rate shifts.

Queue Management

An intelligent application routing and workload management system. Priority scoring, SLA tracking, stage-based workflows, and real-time team awareness keep your underwriting pipeline moving.

Smart Priority Scoring

Applications ranked by configurable priority algorithm factoring in age, amount, completeness, and SLA urgency.

Multiple Queue Views

Shared queue (unassigned pool), My Queue (assigned work), Waiting Queue (awaiting borrower response), and All Applications.

SLA Tracking

Target turnaround times with warning and breach indicators. Automatic pause when waiting for borrower. Business-hours aware.

Stage-Based Workflow

Configurable pipeline stages. Applications progress through stages with SLA targets per stage.

Assignment Modes

Pull (agents claim), auto-assign, hybrid, or manager assignment. Skills-based routing and authority limits.

Ambient Awareness

Real-time stats bar: pending count, active work, decided today, average turnaround, and team online status.

Claim & Release

Agents claim applications from the shared pool. Release returns them. Defer suggestions for later.

Return to Borrower

Send applications back for more info. Pauses SLA, increments return count, resumes on response.

Team Workload Panel

Always-visible sidebar showing each team member's current/max load and availability status.

Need Help Signal

Staff can signal overload. Visible to managers for workload redistribution.

Exception Management

Formal exception workflow for applications requiring special handling outside normal rules.

Queue Analytics

Throughput charts, team performance tables, pipeline funnel, and process insight recommendations.

Continuity Preference

Same-borrower assignment preference keeps returning applications with the original underwriter.

Holiday & Business Days

Configurable holidays and business days. SLA calculations respect non-working periods.

Collections

Full-featured collections management with intelligent case prioritization, compliance rules, automated sequences, multi-channel outreach, and detailed agent performance tracking.

Next Best Action

Each case shows a recommended action with confidence score, reasoning, suggested tone, and offer guidance.

Propensity-to-Pay

0-100 propensity score per case with trend indicators and contributing behavioral factors.

Promise-to-Pay

Create, track, and monitor payment promises. Automatic status updates (pending, kept, broken).

Settlement Offers

Auto-calculated settlement amounts based on DPD. Approval workflow with senior authorization for high discounts.

Compliance Engine

Contact frequency caps, cooling-off periods, time-of-day restrictions, and channel permissions per jurisdiction.

Collection Sequences

Multi-step automated outreach sequences by channel (WhatsApp, SMS, email) with day offsets and wait-for-response logic.

Daily Briefing

Auto-generated daily summary of portfolio priorities, key changes, and recommended strategy focus areas.

Message Drafting

Context-aware message drafting for WhatsApp, SMS, and email tailored to each borrower's situation.

Case Flags

Toggle dispute active, vulnerability, do-not-contact, and hardship flags per case.

Behavioral Patterns

Pattern detection across payment history, communication responses, and borrower behavior trends.

Similar Outcomes

See cure rates and average resolution days for borrowers with similar profiles and delinquency patterns.

Message Templates

Reusable templates by channel and tone with context variable interpolation. Track response and payment rates.

Auto-Enrollment

Automatically enroll delinquent cases into appropriate collection sequences based on DPD stage.

Agent Performance

Per-agent metrics: resolution rates, PTP rates, collection amounts, SLA compliance, and case volumes.

Payment Heatmap

12-month visual calendar grid showing payment activity, gaps, and patterns per borrower.

Export & Dashboard

CSV queue export. Dashboard KPIs: delinquent accounts, overdue totals, cure rate, recovered MTD.

Customer 360

A unified view of every borrower's complete relationship with your organization. All applications, loans, payments, communications, documents, and system interactions in one place.

Unified Profile

Header with total exposure, active loan count, payment score, risk tier, and contact details.

Intelligence Panel

Sidebar with risk score gauge, key behavioral signals, and prioritized recommended actions.

Activity Timeline

Chronological event stream across all modules. Filterable by category (application, loan, payment, collection, communication, document, system).

Ask About Customer

Natural language Q&A panel. Ask questions in plain English with cited, data-grounded answers.

Account Summary

Auto-generated narrative summary with sentiment badge, highlights, risk narrative, and confidence score.

Financial Snapshot

Exposure breakdown pie chart, 12-month payment behavior bar chart, credit score trend line.

Applications Tab

Expandable cards for every application: reference, date, amount, status, and full decision history.

Loans Tab

Active and closed loans with payment schedules, HP agreement and contract downloads, and collection links.

Payments Tab

Payment trend chart, payment method pie chart, and full payment history table.

Communications Tab

Start new conversations (web chat or WhatsApp). Inline chat panel. Application messages and internal notes.

Documents Tab

HP agreements, contracts, and uploaded documents with type, size, status, download, and delete controls.

Bureau Alerts Tab

New/critical alert counts, severity badges, action buttons (acknowledge, dismiss, retention offers, freeze).

Quick Stats

Lifetime value, active products, worst DPD, on-time payment rate, relationship length, and last contact date.

Contact Editing

Inline editing of phone, WhatsApp, email, and employer phone directly from the 360 view.

Consumer Portal

A full self-service portal for borrowers. Apply for loans, track status, view payment schedules, make payments, upload documents, chat with support, and manage their profile.

Multi-Step Application

Guided 8-step flow: ID scan, personal info, employment, references, shopping, plan selection, review, documents, and contract signing.

Application Status

Visual progress tracker (Submitted, Under Review, Credit Check, Decision) with real-time status updates.

My Loans Dashboard

Active loans with balances, next payments, progress bars, payment calendars, and overdue alerts with DPD breakdown.

Online Payments

Pay directly from the portal. Amount input, payment confirmation, and success/error handling.

Chat Support

Real-time chat with support agents and automated assistant for loan inquiries and service requests.

Notifications Center

Application messages, collection messages (WhatsApp), status change alerts, and payment reminders in one feed.

Document Upload

Upload additional documents by type (payslip, bank statement, job letter, ID, utility bill). Preview and delete.

Profile Management

Edit personal details, ID, address, employment sector, occupation, income, and years employed.

Counterproposal Handling

View and respond to lender counterproposals. Side-by-side comparison of original vs. proposed terms.

Contract Signing

HP agreement text display, canvas signature pad, typed name, and "I agree" confirmation.

Payment Plan Requests

Request a payment plan when in arrears. Submit request with explanation directly from loan view.

Dispute Filing

Raise disputes with category selection and description. Track dispute status from the loan view.

In-Store Pre-Approval

Instant eligibility checks at the point of sale. Customers snap a price tag, enter basic details, and get a financing decision in under 60 seconds. No branch visit needed.

Price Tag Scanning

Photo-based price extraction supporting TTD, JMD, BBD, GYD, and USD currencies. Manual entry fallback.

Instant Eligibility

Pre-approval decision (approved, conditional, referred, declined) based on income, DTI, NDI, age, and credit pull.

OTP Verification

Phone-based OTP verification before processing. Expiry management for security.

Soft Credit Pull

Bureau inquiry that doesn't impact the applicant's credit score. Data cached for conversion.

Conditional Approval

If full amount doesn't qualify, system suggests a lower amount that would be approved.

Document Checklist

Auto-generated list of required documents by employment type with explanations of what's needed and why.

Velocity Checking

Maximum 3 checks per 30 days per applicant to prevent abuse.

Merchant Matching

Merchant and category validation against approved partner list.

Reference Code

Unique code generated for each check. Borrowers can look up status later by code + phone.

Conversion to Application

One-click conversion of approved pre-approvals into full loan applications with pre-filled data.

Admin Dashboard

Analytics: daily volume, conversion rates, merchant breakdown, category breakdown, and referred case management.

Expiry Management

Pre-approvals expire after 30 days. Status check shows expired with option to recheck eligibility.

WhatsApp & Conversations

Multi-channel customer communication with Twilio-powered WhatsApp, web chat, and an intelligent conversation engine that classifies intents and guides users through structured flows.

WhatsApp Chatbot

Automated responses for loan inquiries, application status, payment questions, FAQs, and product information.

Intent Classification

Automatic detection: new loan, top-up, pre-qualification, rate inquiry, status check, servicing, complaint, general info.

Conversation State Machine

18 states from INITIATED through APPLICATION_IN_PROGRESS to DISBURSED. Full lifecycle tracking.

Application from Chat

Start and complete loan applications entirely through WhatsApp with guided data collection flows.

Smart Escalation

Automatic escalation to human agents for complex cases. Agent assignment and conversation transfer.

Conversation Queue

Staff-facing queue with active, escalated, and all conversation filters. Agent reply interface.

Multiple Entry Points

Cold start, pre-qualified, returning applicant, existing customer, and servicing entry contexts.

Credit Check Consent

Explicit consent flow within chat before any credit bureau inquiry is triggered.

Information Boundaries

Consumer-facing info (balances, payments, arrears) shared. Internal data (scores, risk, logic) protected.

Twilio Verification

Webhook signature verification for secure inbound message processing.

Message Routing

Inbound messages routed to conversations or collections based on sender context and active cases.

Conversation Linking

Conversations linked to loan applications. Linked application summary visible in the conversation view.

General Ledger

A complete double-entry accounting system with automated loan event mapping, period management, financial statements, anomaly detection, natural language queries, and a custom report builder.

Chart of Accounts

Hierarchical tree: assets, liabilities, equity, revenue, expenses. Header, detail, and total account types. Freeze and close controls.

Journal Entries

Full lifecycle: draft, submit, approve, post, reverse. Double-entry validation, multi-line entries, and narrative support.

GL Mapping Templates

Automated journal entries triggered by loan events (disbursement, payment, fee, write-off). Dry-run preview before activation.

Financial Statements

Balance sheet, income statement, and trial balance. Depth-level filtering. Balanced/unbalanced indicator.

Accounting Periods

Create fiscal years with 12 monthly periods. Period operations: close, soft-close, lock, reopen. Year-end close automation.

Account Ledger

T-account view per account with date range filters, running balance, opening and closing balance cards.

GL Chat

Ask accounting questions in plain English: "What was total interest income last month?" Returns formatted numbers, tables, or suggestions.

Anomaly Dashboard

Flagged entries with risk scores. Types: amount outliers, unusual patterns, velocity spikes, balance direction changes.

Report Builder

Custom reports: select accounts, metrics (debit, credit, net, count), grouping, and time period. Save as templates.

Multi-Format Export

CSV, Excel, PDF, JSON, and XML export for journal entries, trial balance, and custom reports.

Transaction Classifier

Suggests GL accounts based on transaction descriptions for faster manual entry creation.

Predictive Analytics

Cash flow forecasting, revenue forecasting, and account balance projections based on historical data.

Reconciliation

Stale suspense item detection, auto-matching entries, and control account reconciliation tools.

Batch Processing

Interest accrual, loan loss provisioning, and fee assessment batches with status tracking.

GL Backfill

Historical disbursement and payment entry generation for existing loans added to the GL.

Structured Search

Operator syntax: amount:>50000, account:2100*, status:posted. Saved filter presets.

Sector Analysis

Monitor portfolio concentration risk across industry sectors. Set exposure limits, track risk trends, run stress tests, and receive automated alerts when thresholds are breached.

Concentration Dashboard

Donut and bar chart views of portfolio distribution. Top/bottom 5 sectors. Breached caps and watchlist counts.

Sector Detail

Deep-dive: outstanding, active loans, average size, exposure with cap info, delinquency rate, NPL ratio.

Risk Heatmap

Color-coded table: sector, exposure %, loan count, delinquency rate, NPL ratio, risk badge, concentration status.

Sector Policies

Configurable exposure caps, max loan amounts, min credit scores, max terms, collateral/guarantor requirements per sector.

Stress Testing

What-if scenario builder: apply default rate multipliers and exposure changes. Pre-built templates (hurricane, commodity crash, pandemic).

Alert Rules

Custom alert rules by metric (delinquency, NPL, exposure), operator, threshold, and severity. Automated evaluation.

Roll-Rate Analysis

Transition rates between DPD buckets (current to 30, 30 to 60, 60 to 90+) per sector.

Origination Pause

Pause new lending to a sector with reason and date tracking. Enforced during underwriting.

Watchlist

Flag sectors for monitoring with configurable review frequency. Visible across dashboards.

Historical Trends

Area charts tracking delinquency rate, NPL ratio, and loan count over time per sector.

Reporting & Analytics

Real-time KPI dashboards, 10+ standard report types, portfolio P&L tracking, and exportable data across every module. Every list and dashboard supports CSV export.

Underwriter Dashboard

Live P&L (interest earned, expected losses, net). KPIs: total applications, pending, approval rate, avg amount, avg processing days.

Portfolio Arrears

Aged bucket breakdown: 1-30, 31-60, 61-90, 90+ DPD with visual bars and amounts. Clickable to filter loans.

Standard Reports

Aged Report, Exposure, Interest & Fees, Loan Statement, Portfolio Summary, Loan Book, Decision Audit, Underwriter Performance, Collection Report, Disbursement Report.

Loan Book

Searchable, sortable table of all disbursed loans. Filter by risk band or arrears. Expandable payment calendars and transaction histories.

Dashboard Charts

Monthly volume area chart, risk distribution pie chart, daily application volume bars, applications by status breakdown.

Report History

Previously generated reports stored with parameters. Re-download any historical report.

Projected Financials

Projected interest income, total principal disbursed, projected profit, and expected default loss calculations.

Collection Analytics

Collections dashboard: delinquent accounts, overdue totals, cure rate, PTP kept rate, avg collection days, recovered MTD.

Queue Analytics

Throughput charts, pipeline funnel, team performance leaderboard, and process insight cards.

CSV & PDF Export

Export any report to CSV. Download HP agreements and contracts as PDF/DOCX. Loan book export.

Users & Security

Enterprise-grade user management with role-based access control, multi-factor authentication, session tracking, anomaly detection, and maker-checker workflows for sensitive operations.

Role-Based Access

10 system roles, 54 granular permissions across 13 modules. Scope levels: all, own, team. Role hierarchy with inheritance.

Multi-Factor Auth

TOTP-based MFA via Google Authenticator, Authy, or any authenticator app. QR code setup, confirmation flow.

Session Management

JWT tokens with unique JTI. Device and IP tracking. Active session listing. Individual and bulk revocation.

Account Lockout

Automatic lockout after 5 failed login attempts. 30-minute cooldown. Admin unlock capability.

Maker-Checker

Sensitive operations (role changes, user deactivation) require approval from a second administrator.

Login Anomaly Detection

Heuristics for new IP/device, brute force, unusual login times, rapid IP switching, and impossible travel.

User CRUD

Create, search, filter, suspend, reactivate, deactivate, unlock, and delete users. Status cards with counts.

Role Editor

Create custom roles. Permission search and module-level select-all. System role protection prevents deletion.

Profile Fields

Employee ID, department, job title, timezone, language, phone, display name, and profile photo support.

Password Management

Admin password reset with must-change flag. Password strength validation. Forced change on next login.

Separation of Duties

SoD checks prevent self-assignment of conflicting roles. Enforced at the workflow level.

Role Recommendations

Intelligent role suggestions based on department and job title using keyword matching.

Document Processing

Automated document handling covering ID parsing, bank statement analysis, price tag extraction, and contract generation. Reduces manual data entry and speeds up underwriting.

ID Parsing (OCR)

Scan front and back of national IDs. Extracts name, DOB, ID number, address, gender. Multi-language, multi-country support.

Bank Statement Analysis

Parse PDF, CSV, and image bank statements. Categorized inflows/outflows, income stability, volatility scoring.

Price Tag Parsing

Extract item price from photos. Multi-currency: TTD, JMD, BBD, GYD, USD.

Contract Generation

DOCX template processing with placeholder replacement. Items table, financial summary, and signature image embedding.

Risk Flags

Bank statement flags: gambling transactions, cash squeeze, high withdrawals, irregular income, bounced payments, declining balance.

Document Types

Payslips, bank statements, job letters, national IDs, utility bills, and custom document types with status tracking.

Audit & Compliance

Comprehensive audit trails, error monitoring, and compliance tools ensuring every action is logged, every error is tracked, and regulatory requirements are met.

Global Audit Trail

Every create, update, delete, and action logged with entity, user, IP address, old/new values, and timestamp.

Error Monitoring

Real-time dashboard: error counts by severity, unresolved count, top error types, top failing endpoints, hourly trends.

Error Resolution

Mark errors resolved/unresolved with notes. Bulk resolve. Full request context: body, traceback, user, response time.

Decision Audit Trail

Every underwriting decision logged with engine version, score breakdown, rule results, and final outcome.

Scorecard Change Log

Edits to bins, weights, thresholds, and cutoffs tracked with user, timestamp, and justification.

Rules Version History

Business rule changes logged: old/new values, change type (added/modified/removed), user, and justification.

Compliance Engine

Contact frequency caps, cooling-off periods, time-of-day rules, and channel permissions enforced across collections.

GL Audit

Account audit trails, journal entry approval workflows, and period-close automation with readiness checklists.

Login Audit

Sector Compliance

Exposure cap enforcement during underwriting. Policy approval workflows. Origination pause controls.

The Intelligent LoanManagement System

Built Different from the Ground Up

Smart Automation

End-to-End Lifecycle

Collections Intelligence

Enterprise-Grade Security

Streamlined Application Processing

Champion-Challenger Scorecard Framework

Intelligent Case Management

Complete Borrower Intelligence

Full Double-Entry Accounting

Real-Time Portfolio Insights

And That's Just the Start

Decision Engine

Business Rules

Queue Management

In-Store Pre-Approval

Consumer Portal

Sector Analysis

WhatsApp & Chat

Hire-Purchase Catalog

User Management & RBAC

Every Feature, In Detail

Loan Origination

Multi-Channel Intake

ID Parsing (OCR)

Document Management

Digital Contracts

References Management

Counterproposals

Shopping Context

Plan Selection

Application Comments

Disbursement Processing

Void Applications

Status Tracking

Consent Management

Internal Notes

Decision Engine

Two-Phase Pipeline

Credit Bureau Pull

Blended Scoring

Automated Outcomes

Rate Determination

Payment Calculation

DTI & LTI Ratios

Bank Statement Analysis

Occupation Benchmarks

Decision Audit Trail

Credit Scoring & Scorecards

Scorecard CRUD

Champion-Challenger

Performance Metrics

Score Distribution

What-If Analysis

Batch Scoring

Raw Score Script

Live Calculation

Health Alerts

Kill Switch

Shadow Mode

Vintage Analysis

Reason Codes

Change Audit Log

Business Rules

21 Built-In Rules

Configurable Thresholds

Severity Levels

Enable/Disable Toggles

Rule Generation

Rules Analysis

Version History

Custom Rules

Rules Merging

Impact Preview

Queue Management

Smart Priority Scoring

Multiple Queue Views

SLA Tracking

Stage-Based Workflow

The Intelligent Loan
Management System