SME Loan Process Maps

SME Loan Management · BA artefacts 01–02

Loan application process maps

Current-state and future-state swimlane maps for SME loan onboarding. Pain points are numbered P1–P5 on the current map and traced to their fix on the future map.

Artefact 01

Current state

Applications and documents arrive by email, are re-keyed into spreadsheets and checked by hand. Missing documents create an email loop between the customer and the loan officer before assessment can start.

Customer Loan officer Credit & risk Operations No Resend Yes Outcome If approved Submit applicationPaper or PDF form Email documentsStatements, BAS, ID Send missing docsEmail back-and-forth Receives outcomeBy email or phone Log in spreadsheetRe-key customer details Docs complete? Credit assessmentManual analysis Risk reviewManual checks Approve? Loan settlementManual docs & funding Manual reportingExcel, ~2 h/day P1 P2 P3 P4 P5
Every hand-off is manual, and the missing-document loop (dashed) runs over email before assessment can start. Task Decision P1Pain point
IDPain pointWhere it happensBusiness impact
P1Documents arrive by emailEmail documentsManual processing and filing
P2Missing documentsDocs complete? checkDelays and repeated customer contact
P3Re-entering customer detailsLog in spreadsheetHuman error in application data
P4Poor visibility of the loan pipelineSpreadsheets and reportingManagement lacks timely insight
P5Manual reportingManual reportingAbout 2 hours a day of staff time

Artefact 02

Future state

Customers apply and upload through a portal. The platform extracts and validates data, chases missing items automatically and prepares a risk summary. People review exceptions and make the credit decision.

Customer Platform AI + rules Loan officer Credit Management No Re-check Yes Decision Status events Apply via portalABN auto-lookup Upload documentsor connect bank feed Upload missing itemAuto reminder sent Receives outcomePortal + email AI extractionFields + confidence Complete& valid? Risk scoringRules + AI narrative Notify customerDecision + reasons Settle loanApproved only Review AI summaryExceptions only Approve? Live dashboardKPIs, no manual reports AI AI HUMAN HUMAN
AI handles extraction and drafting; people review exceptions and own the credit decision. Every status change feeds the dashboard, so reporting needs no manual work. AIAI-assisted step HUMANHuman-owned step Decision
IDPain pointFuture-state fix
P1Documents by emailPortal upload or bank-feed connection
P2Missing documentsAutomatic completeness check and reminders
P3Re-keying detailsAI extraction with confidence scores
P4Poor pipeline visibilityLive dashboard driven by status events
P5Manual reportingAutomated KPIs
ActivityCurrentTarget
Application review45 min15 min
Document checks15 min2 min
Reporting2 h/dayAutomated
Manual effort per application60 min17 min (−72%)

Targets come from the project plan and are assumptions to validate with stakeholders.