Agents on the loan desk, held to the same rules as the people they work for.
Our loan officers spend their days reading files. Now an AI agent can do the legwork: find what's new, read the file, record the decision and write to the borrower. It does all of it as the officer who asked, and nothing they couldn't do themselves.
What an agent does on the desk
Finds what's waiting
Every application in the officer's queue, newest first, through the same loan API the Loan Desk uses.
Reads the whole file
Financials, the underwriter's notes and every decision already recorded, then summarizes it for the officer.
Records the decision
Approve or decline, with the officer's name on it and a reason a person can read.
Tells the borrower
From the officer's own mailbox, so the borrower's reply comes back to a person.
The rules it works under
The same ones our people do. The difference is that an agent can't be trusted to remember them, so they're enforced outside it, on every call.
- It acts as a person
- Every call an agent makes carries the officer's own sign-in, so the loan book records who asked. There's no shared service account and nothing anonymous.
- Authority doesn't grow when software does the work
- A loan officer can approve up to $50,000, and so can their agent. Above that, the agent asks an approver and waits, as the officer would.
- Some tools are never offered
- A credit analyst reviews files but doesn't approve loans, so an analyst's agent never sees the approve tool at all.
- Sensitive fields are need-to-know
- Bank account numbers and tax IDs reach the people whose role needs them and no one else, whether a person or an agent is reading.
- Instructions come from people, not files
- Text inside an application is data. If a loan file says to ignore the limits, that's a red flag to report, never an order to follow.
- Everything is on the record
- Every search, every read and every decision is logged with who asked and how, so an auditor can replay any day on the desk.
The Loan Desk, and the API underneath it
Our officers work in the Loan Desk. Everything they do there, our own software can do through the loan API, signed in as the officer. That's how an agent gets to the same files: not with a key to everything, but with one person's access.