Customer Loan Payment Process
1. Accessing the Payment Portal 0:00
● Customer visits the website.
● Clicks on the ‘Pay My Loan’ button.
● This action directs them to the payment portal.
2. Entering Phone Number 0:00
● Customer inputs their phone number to initiate the login process.
3. Logging In with OTP 0:08
● Customer receives a One-Time Password (OTP).
● They enter the OTP to log in.
4. Profile Update Requirement 0:17
● On first login, the customer is prompted to complete a profile update.
5. Viewing Active Loans 0:28
● Once logged in, the customer can view all their active loans.
6. Logging Out and Returning 0:37
● If the customer logs out and returns later:
○ They will enter the OTP again.
○ They will not be required to create a new customer profile since it is already established.
7. Managing Loans 0:50
● After logging in, the customer can:
○ View all active loans.
○ Check for any loans that are due.
○ Extend loan terms if necessary.
Link to Loom
https://loom.com/share/19c84c144e9a406fb72c451557a59939
Standard Operating Procedure for Customer OTP Login and Profile Management
Objective
This SOP outlines the steps for customers to log in using OTP and manage their profiles effectively.
Key Steps
Step 1: Customer Access to Loan Payment 0:00
● Customers visit the website.
● Click on the ‘Pay My Loan’ button to initiate the login process.
Step 2: Enter Phone Number 0:11
● Customers input their phone number in the designated field.
Step 3: OTP Entry 0:20
● Customers receive an OTP (One-Time Password) via SMS.
● Enter the OTP to proceed.
Step 4: Profile Update 0:32
● Upon first login, customers are prompted to complete a profile update.
● Fill in the required information and submit.
Step 5: View Active Loans 0:41
● After logging in, customers can view all their active loans.
Step 6: Subsequent Logins 0:48
● For future logins, customers only need to enter the OTP.
● No need to create a new profile as it is already saved.
Step 7: Loan Management 1:01
● Customers can check due loans and extend them if necessary.
Step 8: Verification from Pawn System 1:08
● Staff can verify customer phone numbers through the point of sales system.
Step 9: Sending Email Invitations 1:17
● Staff can send email invitations to customers for account access.
Step 10: Resolving Duplicate Records 1:34
● If a duplicate record error occurs, resolve it before sending invitations.
Cautionary Notes
● Ensure that the phone number entered by the customer is correct to receive the OTP.
● Verify that there are no duplicate records before sending email invitations to avoid errors.
Tips for Efficiency
● Encourage customers to save their phone number for quicker access in future logins.
● Regularly check for and resolve duplicate records to streamline the invitation process.
Link to Loom
https://loom.com/share/19c84c144e9a406fb72c451557a59939