Provide the Lending Company with an option to verify the Customer's phone number. Such a verification can be enabled in the system configuration if SMS integration is enabled.
If the functionality is enabled, an SMS code is sent to the phone number provided by the Customer. To finalize the verification the Customer must enter the verification code on the Customer's Portal.
User interaction and design
Borrower
When the application form is submitted Borrower receives an SMS with the verification code required to complete an application. Borrower logs in to Personal Account.
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- Enter the verification code to complete the application process;
- Ask to resend the code;
- Borrower should be able to edit
- In case if Borrower has edited a phone number, he should be prompted to verify a new number.
- /wiki/spaces/TKL/pages/207781909
- Borrower should be able to requests to resend the code by clicking RESEND CODE in case Phone number was updated.
Use cases
Preconditions:
- Application form is submitted by the Borrower.
- The Borrower is logged in to the Front Office.
- The SMS with a verification code has been sent to the Borrower's phone number (Customer details → Main Phone).
- The default SMS Code Expiry Period is 5 minutes. The SMS Code Expiry Period is hardcoded.
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A verification code is sent to a Borrower's phone number which is specified using a globally selected SMS provider |
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- The System checks if Borrower has not
- The System validates the entered code for expiry.
- In case if the code is NOT EXPIRED:
- The System validates entered code (which is valid for this use case) and shows the corresponding Application complete notification.
- The System changes the loan status to AutoProcessing.
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- The loan status changes to AutoProcessing.
- Phone verification notification is hidden.
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- The System checks if Borrower has not
- The System validates the entered code for expiry.
- In case the code is EXPIRED the system shows the notification "Сode expired".
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- The loan remains in a Origination status.
- The Loan Details panel contains the same list of Phone verification options.
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- The System checks if Borrower has not
- The System shows notification "Invalid code".
- After three unsuccessful attempts borrower will be Locked
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- The loan remains in a Origination status.
- The Loan Details panel contains the same list of Phone verification options.
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Requests to
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- The System checks if Borrower has not
- The System sends the customer a new code.
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- The SMS Code Expiry Period the counter is reset.
- The loan remains in a Origination status.
- The Loan Details panel contains the same list of Phone verification options.
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- The System checks if Borrower has not
- In case if Exceeded the system shows the notification "Too many attempts, try again tomorrow".
Originator
- In case if this functionality is enabled SEND FOR APPROVAL button is replaced with SEND FOR VERIFICATION button
- In case if the application form is submitted from the Back-Office, a verification code will be sent after Originator clicks on SEND FOR VERIFICATION
- In case if Main Phone is Verified system automatically sends loan application for Approval
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clicks on SEND FOR VERIFICATION
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- The System checks if Borrower has not
- The system opens a popup with phone verification window
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- The loan remains in a Origination status.
- The System sends a verification code to the Borrower
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- The System validates the entered code for expiry.
- In case if the code is NOT EXPIRED:
- The System validates entered code (which is valid for this use case) and shows the corresponding Main Phone is Verified notification.
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- The System changes the loan status to AutoProcessing.
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Enters the incorrect code and clicks VERIFY
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- The System shows notification "Invalid code".
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- The loan remains in a Origination status
- The phone verification window contains the same list of options.
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Enters the EXPIRED code and clicks VERIFY
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- The System validates the entered code for expiry.
- In case the code is EXPIRED the system shows the notification "Сode expired".
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- The loan remains in a Origination status
- The phone verification window contains the same list of options.
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Requests to
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- The System checks if Borrower has not
- The System sends the customer a new code.
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- The SMS Code Expiry Period counter is reset.
- The loan remains in a Origination status
- The phone verification window contains the same list of options.
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And Requests to
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- The System checks if Borrower has not
- In case if Exceeded the system shows the notification "Too many attempts, try again tomorrow".
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- The loan remains in a Origination status
- RESEND CODE button is disabled
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clicks on SEND FOR VERIFICATION
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- The System checks if Borrower has not
- In case if Exceeded the system shows the notification "Too many attempts, try again tomorrow".
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- The loan remains in a Origination status
Customers Workplace
- In case if the application form is submitted from the Back-Office from the Customers Section, an a verification code will be sent after Borrower is applied for a loan
Search filters
In a filter list available on Origination workplace:
- the system shall have a filter to display all applications which are waiting for a phone verification (Phone Verification)
Front-Office
Mockup of the Phone verification notification area:
The specification of the control elements of the Phone verification notification area:
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If enabled, verification is required for every new customer and each time the Customer’s phone number is changed (by the Customer or by a Back-Office User).
Primary Flow
The primary flow of the feature implies active participation of the Customer.
1. Customer Gets the Message
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a. The Customer is registered or their phone number is updated in the system.
b. The Customer gets an SMS with a code where they are also requested to enter the code into the message in the Customer's Portal.
c. When the Customer opens the portal, they will see the message with a place for the verification code.
2. The Number is Verified
Verifying the number is very simple: It is enought to enter the code from the SMS and click the “Verify” button. However, the following numbers should be kept in mind:
Five codes per day: If the “Send code” button is clicked, a new code is send to the Customer’s phone number. (This value can be changed in the client web configuration.) If the limit is exceeded, the Customer has to wait and retry on the next day.
Five minutes per code: The codes are expired in 5 minutes. If the code is entered later, a message will appear to inform the customer that the code has expired. (This is a hardcoded value that can be updated in a custom implementation.)
Three attempts before lock:The Customer is locked after three unsuccessful attempts to enter the code. The Customer can be unlocked by the a Back-Office User with “Customer Management” permission.
Should the customer decide to close the message without verifying the code, a reminder will be displayed in the Customer’s portal.
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Actions of a Back-Office User
Assisting the Customer
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The Back-Office Users are also notified that the phone number verification is required. The status will be changed to “Phone verification”
NOTE: If there a loan in the Origination state, the Back-Office User responsible for the Loan will see the Phone Number Verification form. This is done to allow the manager assist Customers with the phone number verifications at the point when it is crucial to move on with the loan application processing.
Unlocking the Customer
If the Customer has entered incorrect password for too many times and has been locked, the Back-Office User ( with “Customer Management” permission) can Unlock the user.
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After the action is confirmed, the Customer’s will be unlocked and can verify the phone number. If the confirmation code is faulty, the Customer will be locked again.
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