---
sourceDocument: Zurich Financial Services Operations
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/financial-services-operations

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Financial Services Operations

ft:clusterId :

    - finso

bundleId :

    - finso

workflow :

    - Customer and Industry


---

# Partial Prepayment

# Partial Prepayment loan workflow {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

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## Summary of Partial Prepayment Loan Workflow

The Partial Prepayment Loan Workflow enables bank agents to efficiently handle service requests where customers make a partial prepayment on their outstanding loans before maturity.
This workflow applies to both business and personal loans and ensures that the partial prepayment is applied directly to the principal loan amount.
Customers are offered options to restructure the remaining balance either by continuing with the current repayment amount for early loan closure or by recalculating repayments over the original loan term with reduced installments.
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## Process Flow for ServiceNow Customers

* **Request Submission:** Partial prepayment requests can be submitted by contributors or requesters on behalf of customers, or customers themselves can use the Customer Service Portal, Consumer Service Portal (requires activation of the Consumer Service Portal plugin), or other self-service portals.
* **Case Initiation and Task Routing:** Submission triggers a case and an automatic workflow that routes tasks to appropriate back-office agents through assignment rules. Agents work on these tasks within the ServiceNow Workspace.
* **Loan Agent Actions:** The loan agent reviews case details, adds fees, and initiates document verification.
* **Document Verification:** Document agents verify required documents and may request deferments if necessary.
* **Loan Authorization:** A loan authorizer reviews and approves the case.
* **Loan Update:** Loan agents update the loan account in the banking system; if integrated, updates may occur automatically in the core banking system.
* **Case Closure and Customer Visibility:** Upon completion, the case status is set to Closed Complete, and customers can track progress via available portals.

## Benefits for ServiceNow Customers

* Streamlines partial prepayment processing by automating task routing and workflow steps.
* Enhances collaboration between loan agents, document processors, and loan authorizers.
* Provides clear visibility to customers on the status of their requests through self-service portals.
* Supports integrations with core banking systems for seamless loan account updates.  
Learn how bank agents, using the Partial Prepayment loan workflow, resolve a service request for a partial prepayment of an outstanding loan with the bank before its maturity. The workflow applies to both business and personal
loan service requests.  
A partial prepayment is directly applied to the outstanding principal component of the loan. The customer is typically given an option to restructure the repayment on the remaining balance in one of the following ways:

* Continue with the present repayment, which is higher and results in the early closure of the loan
* Retain the current loan term, which means that the repayment amount gets recomputed and is spread across the pending loan term
{#partial-prepayment-loan-workflow__ul_uy4_byn_5nb}  
The following diagram shows how the application helps bank agents resolve a Partial Prepayment service request.Figure 1. Partial Prepayment loan workflow

The following workflow routes the case and tasks for a Partial Prepayment service request to agents in different departments. The agents log in to the Workspace to work on the tasks in their queue.

As a loan contributor, requester, or customer
:   A contributor or a requester submits a Partial Prepayment loan service request on behalf of a customer.  
    A customer (consumer or contact) can directly submit a request from the Customer Service Portal, Consumer Service Portal, or another self-service portal.  
    Note:  
    For consumers to submit a request using the Consumer Service Portal, you must have the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal) activated.

    A case is initiated based on the request type.

As back-office agents
:   After the case is initiated and an agent updates the case details, a workflow is triggered automatically. The assignment rules route the associated tasks to the appropriate back-office teams.

    1. A loan agent reviews the case details and adds additional details, such as the fee. The document processor service determines the documents that must be verified for the request. The workflow automatically generates an
       inbound document verification task for the document agent.

    2. A document agent works on the inbound document verification task to verify each document that is listed in the task. If required, this agent can request for a deferment of a specific document.The workflow generates a loan
       authorization task for the loan agent.

    3. A loan authorizer (loan agent) reviews the case details and approves it.
    4. A loan agent works on the loan update task and updates the loan account in the banking system. If the bank has enabled an integration, the loan account could also get automatically updated in the core banking
       system.

    {#partial-prepayment-loan-workflow__ol_qsl_rlp_5nb}

After the case is complete, its state and the stage are set to Closed Complete and the work notes are updated. A customer can view the status of the case from the Customer or Consumer Service Portal or another self-service
portal.