Version 1.0
Prepared by: @Feli Capron
Approved by:
Reviewed date: 2026-07-13
Next review date: 2027-07-13
This policy applies to all employees involved in the loan approval process, including Loan Officers, Risk Managers, and Senior Management, across all credit products offered by Easyterms.
The purpose of this Service Level Standards (SLS) document is to establish clear performance expectations, service standards, and accountability measures for Loan Engineers. These standards are intended to ensure timely loan processing, consistent communication, exceptional customer service, and efficient workload management across all customer service channels.
This policy applies to all Loan Engineers employed by EasyTerms Ltd., whether working from the office or remotely.
To ensure timely and professional customer service across all communication channels.
Ensure loan applications are processed efficiently and accurately.
Establish consistent turnaround times for each stage of the loan process.
Improve accountability and ownership of assigned work.
Reduce processing delays and unnecessary application backlogs.
Promote teamwork and operational efficiency.
Maintain a high-quality customer experience.
Loan Engineers are expected to provide professional, courteous, and timely communication with customers and colleagues.
Loan Engineers shall:
Respond promptly to customer calls, emails, Microsoft Teams messages, and assigned tasks during business hours.
Return customer calls and follow-up requests within the same business day whenever possible.
Maintain a professional and customer-focused attitude in every interaction.
Escalate customer concerns that cannot be resolved immediately.
Loan Engineers are responsible for actively managing all assigned loan applications from receipt through completion.
Applications shall meet the following standards:
Activity | Standard |
Draft Applications | Maximum 2 Business Days |
In Processing | Must show continuous progress |
Rework | Must be actioned immediately upon assignment |
Document Execution | Maximum 5 Business Days (excluding customer delays) |
Loan Notes | Updated after every customer interaction |
Follow-up | Completed within assigned timeframe |
Applications must not remain idle without documented justification or management approval.
Loan Engineers are responsible for maintaining their assigned Sugar CRM workload.
This includes:
Completing assigned customer calls.
Completing assigned Cases.
Completing scheduled follow-up activities.
Updating customer records accurately.
Preventing assigned CRM work from accumulating.
Sugar CRM should be reviewed throughout the day and before the close of business.
Loan Engineers assigned to online support are responsible for monitoring Tidio throughout business hours.
Expectations include:
Responding promptly to all incoming chats.
Providing professional and accurate information.
Escalating inquiries where necessary.
Ensuring online customers receive the same level of service as in-office customers.
Serving walk-in customers is a primary responsibility of all Loan Engineers assigned to the office.
Employees are expected to:
Welcome customers professionally.
Assist customers promptly.
Maintain a positive and helpful attitude.
Avoid refusing or delaying service unnecessarily.
If another customer is already being assisted, the Loan Engineer should acknowledge the waiting customer and provide an estimated waiting time or arrange assistance from another available team member.
Employees who consistently demonstrate an unwillingness to serve walk-in customers may be reassigned to a remote Loan Engineer role where operationally appropriate.
Loan Engineers are expected to manage multiple work queues simultaneously.
These include:
Assigned loan applications
Walk-in customers
Sugar CRM
Tidio
Telephone calls
Emails
Microsoft Teams
Assigned operational tasks
Loan Engineers should organize their day using effective time management techniques, including dedicated focus periods for application processing, follow-up activities, and customer communication.
Employees who believe their workload has become unmanageable are expected to notify their supervisor as early as possible.
Loan Engineers are expected to:
Take ownership of assigned work.
Complete tasks within established service standards.
Maintain accurate system records.
Communicate proactively regarding delays.
Support fellow team members when operational demands require assistance.
Demonstrate professionalism and accountability at all times.
Being busy does not replace the responsibility to manage work effectively.
Performance will be monitored using, but not limited to:
Draft aging reports
Application turnaround times
Sugar CRM activity
Tidio response times
Customer feedback
Loan quality reviews
Task completion
Supervisor observations
Internal audits
Performance metrics may be reviewed weekly, monthly, and during formal performance evaluations.
Failure to meet these Service Level Standards may result in progressive disciplinary action.
The progressive disciplinary process includes:
A documented discussion outlining the performance concern and required improvement.
A formal written warning identifying recurring performance deficiencies and corrective expectations.
Issued when performance does not improve following previous disciplinary action or where performance concerns significantly impact business operations.
Repeated failure to meet established service standards, continued negligence, or willful misconduct may result in termination of employment.
Management reserves the right to accelerate the disciplinary process where the severity of the conduct warrants immediate action.
EasyTerms Ltd. is committed to providing Loan Engineers with the tools, coaching, and training necessary to perform successfully.
Employees are expected to participate fully in all required training sessions and apply the knowledge gained to their daily responsibilities.
Management will regularly review departmental performance, workload distribution, customer feedback, and operational metrics to ensure compliance with these standards.
Adjustments may be made to service standards as business needs evolve.
This Service Level Standards document will be reviewed annually or sooner where operational requirements, technology, legislation, or business objectives require amendment.
Any revisions will be communicated to all affected employees.