A clear invitation gives borrowers a useful starting point. It should explain who invited them, why they are receiving access, and where they can get help.
Confirm the contact details.
Before sending an invitation, the servicing team should verify that it is using the intended borrower’s current email address. Account access should follow the organization’s approved process.
Explain the purpose of the portal.
Tell borrowers that the portal provides the loan information and payment options made available by their lender. Avoid implying that creating an account changes the loan agreement or guarantees a particular payment method.
Make the next step visible.
Use a clear invitation link and explain that the borrower should follow it to arrange access. If the link expires or cannot be found, the borrower should contact the servicing team for help.
Explain the two support routes.
The lender or servicer handles questions about loan terms, balances, payment obligations, and payoff information. Roboloan support handles technical issues with platform access and use.
Encourage careful payment review.
Before authorizing an eligible online payment, borrowers should review the amount paid toward the loan, any separate service fee, the total, and the authorization displayed. Payment submission and settlement are different steps.
Keep the first experience simple.
Show borrowers how to sign in, find the information available for their account, and reach the right team. Additional features can be introduced as they become relevant.
