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For lending operations, finance and risk teams

Decide what an AI agent may do before you run a pilot.

Map one servicing workflow: the source facts, permitted proposal, checks, human authority and evidence of the outcome. Include what happens when a proposal is rejected.

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Free Excel worksheet + completed synthetic example + three-page PDF guide.

  • Set the boundary. Define what the agent can read, propose and execute, with the permissions each action needs.
  • Plan for rejection. Name the failed check, next owner and evidence needed before a new attempt.
  • Make the review repeatable. Keep the policy version, source references and execution result together.
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Inside the worked example

A ₹10,000 posting retry is rejected. The case stays open.

A borrower reports a payment missing from the loan account. A bank acknowledgement is available, but the earlier posting attempt's final result is unresolved. The proposed retry must stop until that result is established.

Synthetic workflow-design example. All identities, records, roles, policy choices and times are fictional. This is not a product demonstration, integration or customer result.

  1. 09:00

    Borrower reports a missing payment

    The case concerns one reported INR 10,000 receipt. No new collection instruction is requested.

  2. 09:05

    Evidence is assembled

    Bank acknowledgement and account mapping are available. The earlier posting attempt has no confirmed final result.

  3. 09:06

    Posting retry is rejected

    The proposal fails the prior-execution check. An unknown result cannot be treated as a failed posting.

  4. 09:07

    No new instruction is verified

    The example's control record shows zero instructions issued for this rejected proposal. The earlier attempt remains unresolved.

  5. 09:10

    Operations receives the handover

    Operations A and Finance B reconcile the prior attempt. The next review is 10:00 IST; this is an illustrative time, not a service-level promise.

A human approval cannot make an unresolved duplicate check pass. Keep the original proposal rejected. Once the earlier result is confirmed, any correction follows a new linked proposal with fresh checks and the required authority.

No new instruction from this proposal is different from a confirmed outcome for the earlier attempt. The worksheet preserves both facts.

Two tabs. One workflow to review.

Give each decision a record and an owner.

The Blank workflow tab has eight steps, authority boundaries and a handover record. The Example WF-001 tab shows those fields filled in for the rejected proposal.

The review decision is a human entry. The worksheet does not calculate an approval or authorise a financial change.

Version 1.0 · Prepared by Lokta · 24 September 2026

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WF-001 · Synthetic example

Rejection and handover

Proposal decision
Rejected
Reason
Prior execution unresolved
Next owner
Operations A, with Finance B
Next action
Reconcile the earlier posting result. Retain the rejected proposal and review the case again.
Read the eight worksheet steps

  1. Trigger and scope

    Name the event, account reference and intended outcome. Define what this workflow cannot change.

  2. Source facts

    List approved records, retrieval times and missing or conflicting information. Keep borrower data in approved systems.

  3. Permitted proposal

    Describe the exact proposed action and inputs. Give it an ID and retain the applicable policy version.

  4. Checks before execution

    Define pass, fail and unknown for identity, eligibility, prior effects, policy and authority. Unknown does not pass.

  5. Authority and permissions

    Name the actor, allowed systems and actions, approval rule, limits and stop condition.

  6. Rejection and handover

    Retain the rejected proposal and reason. Name the next owner, action, dependency and next review time.

  7. Execution verification

    Verify what happened, including no action. Record journal or instruction evidence and any unresolved external outcome.

  8. Evidence and next decision

    Retain sources, proposal, policy, check result, actor, timestamps, execution result and linked follow-up. Separate proposal closure from case closure.

Use the AI servicing guide to frame the workflow, then the pilot scorecard to review its controls and evidence.

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