Customer Journey
Step 1
- Customer requires a loan and visits MFI office OR Loan Officer visits customer to offer a loan
- Branch Officer / Loan officer accesses Loan Management System (on Desk top or Mobile App)
- Branch / Loan Officer will capture all the required customer data to assess applicability of his loan and perform all the relevant regulatory checks (i.e. NADRA, Credit Bureau, AML / CFT) & confirm eligibility of loan
Step 2
- The application will undergo the relevant internal approvals and a decision will be made if the loan application is successful or not
- In case of a successful application process, the loan amount to be sanctioned will be confirmed and the customer will be informed accordingly
Step 3
- In case of approval, the Branch Officer will create an active loan account with a repayment schedule using the Loan Management System
- The loan amount will either be disbursed into the customer’s branchless banking account OR made available to be collected as cash via a branchless banking agent
- The customer will then be advised to visit the preferred branchless banking partner selected by the MFI for the loan collection (i.e. UBL Omni, HBL Konnect, Easy Paisa etc.)
Step 4
- Based on the loan repayment schedule, the customer will receive a notification / reminder to pay the installment on the loan amount
- The customer will be guided to utilize the repayment channel of choice (as selected by the MFI i.e. UBL Omni, HBL Konnect, Easy Paisa etc.)
- Customer will receive an SMS notification confirming that loan repayment has been successfully processed by the branchless banking channel and credited to the MFI’s bank account
- Customer will continue this monthly process until loan repayments are completed