Customer Management

Every borrower and co-borrower lives in Embarc as a customer.
Understanding the customer lifecycle and how it relates to loans helps you
design onboarding, servicing, and reporting workflows that align with the
platform.

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Lifecycle Diagram

flowchart TD
    A[Draft] -->|submit| B[Submitted]
    B -->|activate| C[Active]
    B -->|withdraw| D[Closed – Withdrawn]
    B -->|reject| E[Rejected]
    C -->|close| F[Closed]
    C -->|deactivate| B
    D -->|reopen| B
    E -->|reapply| B

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Customer Lifecycle

1. Draft (optional)

   • Capture intake data while the record remains private.
   • Handy when you gather documents or approvals before exposing the profile
     to downstream users.

2. Submitted

   • Created via POST /api/v1/clients.
   • At this stage you can attach documents, KYC information, and initiate
     loan applications.

3. Active

   • Achieved through activation commands (for example POST /api/v1/clients/ {id}?command=activate).
   • From here you can attach multiple loans, schedule repayments, and assign
     loan officers.
   • Updates to demographics, contact details, and identifiers can happen at
     any time.

4. Closed / Withdrawn / Rejected

   • Closed: customer exited the programme and holds no active facilities.
   • Withdrawn: onboarding stopped before activation.
   • Rejected: onboarding denied; the record stays for audit but cannot
     initiate new loans until reactivated.
   • Embarc records timestamps and actors for each status change for audit
     and analytics.

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Customers and Loans

• One-to-many: A single customer can hold multiple loans simultaneously—
  top-ups, parallel facilities, or different products.
• Loan creation: Supply the clientId when you call POST /api/v1/loans;
  all servicing for that loan uses the same ID.
• Visibility: GET /api/v1/clients/{id}?associations=all returns linked
  loans, making it easy to show balances and arrears in a customer dashboard.
• Business rules: Enforce your credit policies before creating additional
  loans; Embarc does not hard-cap facilities per customer.

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Core APIs

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Best Practices

• KYC first: Gather required documentation before activation so loan
  applications aren’t blocked later.
• Assign ownership: Use staff/loan officer fields for task routing and
  collections tracking.
• Track churn: When closing or rejecting a customer, capture the reason
  (notes or custom fields) for analytics.
• Keep records clean: Reactivate or recreate customers instead of
  duplicating active IDs to avoid servicing confusion.

Embarc treats the customer as the central hub for every product relationship.
Keep customer states in sync with your onboarding journey, and you can
associate as many facilities as each customer qualifies for without friction.