Loan Officer Guide

As a Loan Officer, you are the frontline ambassador of BiiTrust. You work directly with borrowers in your community and branch, helping them access credit, verifying their identity and repayment capacity, and ensuring on-time collections.

1. The Loan Officer Dashboard

When you log in, the Officer Dashboard (<officer-home>) provides an immediate overview of your book of business for today:

Today’s Collection Gauge

At the top of your dashboard sits the collection gauge:

  • Big Number: The percentage or total KES collected so far today.
  • Comparison: Shows your collections against what was due (e.g., “KES 84,000 collected of KES 120,000 expected today”).
  • Status Pill:
    • On target (Green): You have reached or exceeded 100% of today’s expected collections.
    • X% to go (Amber): You are progressing toward your target.
    • Behind (Red): Significant collections remain uncollected.
    • Quiet day (Blue): No installments fell due today.

Quick Actions Bar

Directly under the greeting, you have three primary shortcut buttons:

  1. Sheet (/sheets/new): Start a daily field collection sheet for your borrower groups.
  2. Client (/clients/register): Open the multi-step registration flow to onboard a new borrower.
  3. Apply (/applications/new): Originate a new loan application for an existing client on your book.

Key Metrics Bar

Four summary cards highlight your overall portfolio health:

  • Clients: Total active borrowers assigned to your book.
  • Active Loans: Number of open credit facilities and total principal outstanding.
  • Portfolio: Aggregate KES balance remaining across all your borrowers.
  • PAR 30 (Portfolio at Risk): Percentage of your book that is 30 or more days late. A healthy book stays below 5%.

Working Panels

  • Book at Risk: Visual progress bars showing delinquency tiers (PAR 1, PAR 30, PAR 60, PAR 90).
  • Delinquency Bands: A segmented ring chart showing loan distributions across normal, watch, and default categories.
  • Pipeline: Counts of applications currently sitting in In draft (waiting for you to complete) versus With the manager (submitted for approval).
  • Morning Position Print: Click Print at the top right to download your Morning_Position_Officer.pdf summarizing your daily collection list.

Bottom Work Tabs

Toggle between four active feeds directly on your home page:

  • Due today: View all installment schedule rows falling due on today’s date.
  • Arrears: All overdue loans with days past due (DPD) counters.
  • Applications: Live status of all your pending and approved loan requests.
  • Recent: Real-time log of customer repayments, disbursements, and account notes.

2. Typical Day in the Life

Morning Routine: 8:00 AM – 9:00 AM

  1. Review Due Installments: Click the Due today tab on your dashboard. Note down which borrowers or group centers owe payments today.
  2. Review Arrears: Check the Arrears tab for loans that slipped past their grace period yesterday. Prioritize personal calls or visits for borrowers reaching 15–30 DPD.
  3. Generate Collection Sheets: If meeting a borrower center or visiting clients on your route, click Sheet (/sheets/new). The 3-stage flow automatically loads your portfolio’s due installments, verifies active balances, and stages your route borrowers. Alternatively, open any draft sheet and tap Sync Dues to automatically pull and persist scheduled installments.

Field Work & Client Visits: 9:00 AM – 3:00 PM

  1. Onboarding Walk-Ins & Prospects:
    • Open Client (/clients/register).
    • Enter their national ID, phone number, and residence details.
    • Snap a clear front portrait and photo of their government ID card.
    • Add next-of-kin contact details and save. The client is now safely registered.
  2. Preparing Loan Applications:
    • Click Apply (/applications/new).
    • Select the borrower from your book.
    • Select the loan product (e.g., Biashara Growth, Emergency Loan).
    • Enter requested amount and term. The system displays the repayment schedule preview immediately.
    • Take photos of supporting evidence (M-Pesa statements, business permits, supplier receipts).
    • Record collateral details (household goods, motorbikes, title deeds).
    • Click Submit. Your endorsement is recorded as Level 1 approval, forwarding the dossier to your Branch Manager.
  3. Field Collections:
    • Collect scheduled installments and arrears during client visits and group meetings.
    • Record actual cash collected directly on the collection sheet console (/sheet/:hex).
    • Obtain physical borrower signatures on the printed Field Collection Voucher.

Afternoon Wrap-Up: 3:00 PM – 5:00 PM

  1. Cash Reconciliation & Handover: Deliver collected cash and your signed collection sheet to the branch teller. While in your custody, the sheet status displays Awaiting counter post. The teller counts the currency denominations across the counter, reconciles the physical vault, and posts the batch atomically to the General Ledger.
  2. Check Approval Progress: Visit the Applications feed. If the Branch Manager returned any application with a question or note, open it, attach the requested clarification, and resubmit.

3. Segregation of Duties & Field Governance

In BiiTrust, the Loan Officer operates with clear statutory boundaries:

  1. Portfolio Scoping: You only see and manage clients, loans, applications, and collection sheets assigned to your officer account within your branch.
  2. Collection Sheet Rule: You have full authority to create rounds, stage due installments, and edit actual collection amounts (can('stage')). However, you cannot post collection sheets directly to the General Ledger. The sheet displays Awaiting counter post until cash is counted and accepted across the branch counter by an independent Teller or Manager.
  3. Application Approval Thresholds:
    • Small facilities (< Ksh 50,000): Automatically approved upon submission under your officer underwriting delegation.
    • Larger facilities (≥ Ksh 50,000): Automatically route to the Branch Manager (Stage 2) and Executive Director (Stage 3).