Workflow Specs

Workflow is the executable layer over the state machines. Every queue item must reference one of the exact states below, one owner actor from actors permissions, one due timestamp, one escalation rule, and one event that can move the file forward. A screen status such as “with credit” is not enough for code generation; the system must know whether the file is in credit_in_review, deviation_pending, on_hold, or returned_for_rework.

The workflow engine owns workflow_task, queue_assignment and SLA timers. Business modules own evidence: KYC owns kyc_profile, document service owns document_instance, credit owns credit_assessment, LMS owns loan_account, and collections owns collection_case.

For the executable policy layer behind prescreen, data_fetch, deviation_approval, sanction conditions and monitoring triggers, use BRE functional specification and BRE runtime architecture.

Common Workflow Task Contract

Field	Type	Required	Rule
workflow_task_id	uuid	Yes	Primary key.
subject_type	enum	Yes	lead, application, kyc_profile, document_requirement, credit_assessment, deviation, sanction, sanction_condition, disbursement_request, loan_account, collection_case, service_request, partner.
subject_id	uuid	Yes	Primary id of the subject.
application_id	uuid	Conditional	Required for all pre-booking application tasks.
loan_account_id	uuid	Conditional	Required for post-booking loan and collections tasks.
current_state	enum	Yes	Must equal current application.application_state, loan_account.account_state, delinquency state, or collections case state.
task_type	enum	Yes	prescreen, dedupe_review, kyc_cdd, bo_verification, document_collection, document_verification, data_fetch, cam_prepare, rcu_review, legal_review, valuation_review, deviation_approval, sanction_generation, borrower_acceptance, documentation_execution, cp_clearance, mandate_setup, disbursement_check, booking_rework, collections_call, field_visit, ptp_followup, legal_recovery, settlement_review, restructure_review, partner_reconciliation.
owner_role	text	Yes	Actor code such as sales_ops, kyc_checker, credit_analyst, ops_checker, collections_manager.
assigned_user_id	uuid	Conditional	Required after allocation unless the queue is deliberately unallocated.
assignment_basis	enum	Yes	round_robin, branch_owner, source_owner, skill_based, amount_authority, geography, vendor_panel, manual_supervisor, system_batch.
priority	enum	Yes	low, normal, high, critical, computed from amount, channel, DPD, hold age and VIP policy.
sla_start_at	timestamptz	Yes	Set on queue entry.
sla_due_at	timestamptz	Yes	Computed from the stage table below.
sla_pause_reason_code	text	Conditional	Required when state is on_hold or when waiting on borrower, partner, court, registry, government API, or bank rail.
escalation_level	int	Yes	Starts at 0; increments on each escalation.
last_escalated_at	timestamptz	Conditional	Required when escalation_level > 0.
terminal_event_expected	enum	Yes	The state-machine event that can complete the task.
task_status	enum	Yes	open, in_progress, waiting_external, returned, completed, cancelled, expired.

SLA Clock Rules

Situation	Clock behavior	Audit requirement
Normal queue entry	Start at state entry timestamp.	Store current_state, owner queue and computed sla_due_at.
returned_for_rework	Stop current task; create rework task for prior owner with a new SLA.	Store rework reason, target state and returning actor.
on_hold for external dependency	Pause operational SLA but continue ageing counter.	Store hold reason, external provider, ticket id and next retry time.
Borrower delay	Pause only if required evidence is genuinely outside lender control.	Store communication attempt and borrower response due date.
Regulatory or compliance hold	Pause business SLA but show breach-risk clock to compliance.	Store screening_hit_id, compliance_hold reason or legal/court reference.
SLA breach	Do not auto-approve.	Create escalation task; preserve original owner and missed deadline.

Origination Stage Queues

Application state	Entry event	Queue	Assignment rule	Base SLA	Terminal events	Escalation
lead_created	partner_application_received, dsa_lead_submitted, manual lead capture	Sales/CRM owned by sales_rm or dsa_user	Source owner; branch by pincode and product	4 business hours for first contact; 1 business day for login decision	lead_submitted_for_prescreen, lead_withdrawn, lead_ttl_elapsed	At 75% SLA notify sales_manager; at breach reassign to branch sales_manager; at 3 business days no contact auto-route to expired by lead_ttl_elapsed.
prescreen_pending	lead_submitted_for_prescreen	Sales ops/BRE owned by sales_ops and system_service	System batch for BRE; manual dedupe to sales_ops	15 minutes for automated rules; 4 business hours for fuzzy dedupe	pre_screen_passed, hard_reject_triggered, data_or_identifier_deficient	At 30 minutes integration failure opens on_hold; at 4 hours manual dedupe escalates to sales_manager; no credit approval can bypass a hard reject.
prescreen_passed	pre_screen_passed	Application setup queue owned by sales_ops	Branch, source and product program	4 business hours	kyc_required_parties_created, docs_collection_started, borrower_withdrawn	At breach notify sales_manager; at 1 business day return to sales_rm for missing party or product data.
kyc_pending	kyc_required_parties_created	KYC maker/checker queue owned by kyc_maker, kyc_checker, aml_compliance	Constitution type and risk category; high-risk to aml_compliance	1 business day for individual CDD; 2 business days for legal entity plus beneficial owners; 4 business hours for sanctions hit triage	kyc_verified, sanctions_or_aml_hold, kyc_rejected	At 75% SLA notify KYC team lead; unresolved high-risk hit after 1 business day escalates to aml_compliance; true positive can only exit through kyc_rejected or hold resolution.
docs_pending	kyc_verified or docs_collection_started	Document collection and verification queue owned by sales_rm, sales_ops, ops_maker	Requirement owner from document_requirement.required_for_role	1 business day for unsecured BL; 2 business days for secured SME; 4 business hours for document deficiency marking	document_pack_locked, deficiency_raised, borrower_withdrawn	Deficiency older than 1 business day escalates to sales_manager; waiver request creates deviation and routes to ops_checker plus function owner.
data_pending	document_pack_locked	Integrations and credit ops queue owned by credit_analyst and system_service	Data type: bureau, AA, GST, ITR, bank statement, Udyam, collateral registry	30 minutes for bureau; 2 hours for AA/GST/vendor fetch after consent; 1 business day for uploaded financial parsing	data_pack_finalized, provider_retry_exhausted	Retry schedule follows integration catalog; after retry exhaustion route provider_retry_exhausted to on_hold; credit manager can approve waiver only through deviation_pending.
credit_in_review	data_pack_finalized	Credit workbench owned by credit_analyst, credit_manager, rcu_officer, legal_user, valuer_vendor	Amount, product, collateral and risk grade; vendor allocation by panel/geography	1 business day for unsecured up to ₹10 lakh; 2 business days for unsecured above ₹10 lakh; 3 business days for LAP/secured with legal/valuation	deviation_raised, credit_approved_without_deviation, sanction_direct_generated, credit_rejected, fraud_confirmed	At 75% SLA notify credit_manager; at breach notify next DoA level; RCU negative older than 1 business day escalates to RCU manager and cannot be closed by sales.
deviation_pending	deviation_raised	Approval service owned by credit_manager, national_credit_head, credit_committee_member, aml_compliance, legal_user	authority_rule resolves required level from amount, risk, severity and product	4 business hours for low/medium; 1 business day for high; 2 business days for committee	all_deviations_approved, deviation_rejected, deviation_rejected_final	At breach escalate to next authority_level; if severity=critical, notify national_credit_head; no auto-approval on timeout.
approved	credit_approved_without_deviation or all_deviations_approved	Sanction generation queue owned by credit_analyst and ops_checker	Product template and KFS coverage	4 business hours	sanction_letter_generated, credit_rejected, sanction_expired	If KFS computation fails, route to on_hold with APR error; if sanction not issued in 1 business day, notify credit_manager and ops_checker.
sanctioned	sanction_letter_generated or sanction_direct_generated	Borrower acceptance queue owned by sales_rm, borrower_user, guarantor_user	Borrower and authorised signatory action; assisted acceptance monitored by sales_ops	Validity from sanction.valid_until; operational follow-up every 1 business day	borrower_acceptance_recorded, sanction_expired, borrower_negotiation_rework, borrower_withdrawn	2 business days before expiry notify sales_manager; expiry triggers sanction_expired; material borrower change routes to returned_for_rework.
sanction_accepted	borrower_acceptance_recorded	Documentation setup queue owned by ops_maker	Product, collateral and constitution checklist	4 business hours	documentation_started, sanction_expired	At breach notify ops_checker; expired KFS/sanction cannot proceed to documentation.
documentation_pending	documentation_started	Documentation, legal and CP queue owned by ops_maker, ops_checker, legal_user, guarantor_user, borrower_user	Checklist item owner; legal tasks by branch/geography	1 business day unsecured; 3 business days secured; 4 hours for eSign/eStamp callback processing; 1 business day for CP verification	documents_executed_and_cps_cleared, document_exception_hold	Stamping/signing failure after two attempts routes to on_hold; legal/security exception escalates to legal_user; CP waiver requires deviation and ops_checker approval.
disbursement_pending	documents_executed_and_cps_cleared	Disbursement maker-checker queue owned by ops_maker, ops_checker, treasury_finance	Maker prepares; checker verifies; finance releases	4 business hours for single-tranche unsecured; 1 business day for secured or supplier payout	loan_booked, booking_failed, freeze_account where post-booking hold is needed	At 75% SLA notify ops_checker; failed payment retries as payment rail rule; final failure triggers booking_failed and returned_for_rework.
returned_for_rework	Any rework event	Prior owner queue from rework_target_state	Original owner unless conflict or SLA breach caused reassignment	4 business hours for data/document fixes; 1 business day for credit structure changes	Target-state event specified in rework task	If same reason repeats twice, escalate to functional manager; third repeat requires approval_request for exception or final rejection.
on_hold	sanctions_or_aml_hold, provider_retry_exhausted, document_exception_hold, legal/court/fraud hold	Holding owner queue: aml_compliance, credit_manager, legal_user, ops_checker, system_service	Hold reason code	Review every 1 business day; external retry follows integration catalog	Prior active state, rejected, withdrawn	Holds older than 3 business days go to function head; compliance/fraud hold has no auto-release.

Loan Account And Servicing Queues

Account state	Trigger	Queue	Assignment rule	Base SLA	Exit event	Escalation
pending_booking	loan_booking_requested	LMS booking queue owned by system_service and ops_checker	Product and facility type	15 minutes system booking; 2 business hours manual exception	loan_booked_without_disbursement, loan_booked_with_first_disbursement, booking_failed	At 30 minutes open booking incident; at 2 hours notify ops_checker and treasury_finance.
active_undisbursed	loan_booked_without_disbursement	Drawdown queue owned by ops_maker	Tranche schedule and CP status	1 business day for first drawdown request	first_disbursement_posted, first_disbursement_posted_full, account_cancelled_before_disbursement	Undisbursed older than product TTL escalates to credit_manager for cancellation or revalidation.
partially_disbursed	first_disbursement_posted or tranche_posted	Tranche monitoring queue owned by ops_maker and credit_analyst	tranche_number, CP and end-use evidence	1 business day after tranche request; monthly review for idle limits	final_tranche_posted, cancel_undisbursed_balance, recall	Tranche CP overdue escalates to ops_checker; idle sanctioned amount beyond validity escalates to credit_manager.
active_current	loan_booked, cure_completed, performance_cured	Servicing queue owned by servicing_agent, LMS batch and treasury_finance	Service request category and branch	Statement/certificate 1 business day; bank change 2 business days; foreclosure quote 3 business days; rate reset same day batch	demand_overdue, freeze_account, foreclosure_posted, maturity_paid	SR breach notifies servicing manager; bank-account change breach notifies ops_checker; rate reset failure blocks demand generation and notifies finance.
active_overdue	demand_overdue or default_after_restructure	Collections intake queue owned by collections_manager	DPD, exposure, risk grade, product and geography	Same day case creation after day-end DPD; allocation by 10:00 next business day	cure_completed, npa_classified, restructure_approved, recall, writeoff_posted	Allocation breach escalates to collections head; NPA risk at dpd_61_90 alerts credit_manager and treasury_finance.
frozen	freeze_account	Hold control queue owned by function that froze account	Hold reason	Daily review for fraud/compliance/security; same day review for payment error	unfreeze_account, unfreeze_account_overdue, recall, close_account	Holds older than 7 calendar days require function head note; AML/fraud hold requires aml_compliance or RCU checker release.
restructured	restructure_implemented	Monitoring queue owned by policy_risk and servicing_agent	Restructure package and schedule version	Monthly performance review; missed revised due same day alert	performance_cured, default_after_restructure, close_account	Missed due opens collections case immediately; performance cure requires risk review before state change.
preclosed	foreclosure_posted or settlement_implemented	Closure queue owned by ops_checker, legal_user, treasury_finance	Product and collateral status	3 business days for unsecured NOC; 7 business days for secured release initiation	no_dues_generated, closure_reversed	Security release delay escalates to legal_user; GL mismatch escalates to finance head.
matured_pending_closure	maturity_paid	Closure queue owned by ops_checker	Loan account and charge status	3 business days	no_dues_generated	Same as preclosed.
written_off	writeoff_posted	Recovery-after-writeoff queue owned by collections_manager and treasury_finance	Recovery policy and legal status	Monthly review until closed or transferred	recovery_after_writeoff_posted	Recoveries must post to LMS/GL within same business day; reconciliation breach escalates to finance.

Collections Case Queues

Collections state	Entry event	Queue	Assignment rule	Base SLA	Terminal/progress events	Escalation
open_unallocated	delinquency_snapshot_received	Collections supervisor queue owned by collections_manager	Strategy engine using DPD, exposure, risk, geography and channel	Same day for 1+ DPD; within 2 hours for 60+ DPD	auto_allocate_tele, auto_allocate_field	Allocation breach escalates to bucket manager; high exposure skips tele-only queue.
allocated_tele	auto_allocate_tele, reallocate_tele, partial_payment_received	Tele collections queue owned by collections_agent	Campaign, language, contact window and broken PTP count	First call within 1 business day for dpd_1_30; same day for dpd_31_60	ptp_recorded, dpd_crossed_30_or_high_risk, arrears_cleared	No contact after three attempts over two days escalates to field review; abusive/contact-policy breach locks agent and alerts compliance.
allocated_field	auto_allocate_field, escalate_field	Field/agency queue owned by collections_agent and collections_manager	Geography, exposure and agency contract	Visit within 2 business days for dpd_1_30; 1 business day for dpd_31_60 or skip risk	ptp_recorded, negative_visit_or_skip, arrears_cleared	Missed visit escalates to agency manager; negative visit opens RCU/legal review.
ptp_active	ptp_recorded	PTP follow-up queue owned by assigned collections_agent	PTP date, amount and payment mode	Reminder T-1 day; confirmation on PTP due date; LMS match same day	payment_received_matching_ptp, partial_payment_received, ptp_due_missed, arrears_cleared	Broken PTP creates ptp_broken; repeated broken PTP routes to field or hard bucket.
ptp_broken	ptp_due_missed	Collections supervisor queue	Broken PTP count and DPD	Same business day review	reallocate_tele, escalate_field	Two broken PTPs or exposure above policy escalates to collections_manager.
escalated_hard_bucket	dpd_crossed_30_or_high_risk, negative_visit_or_skip	Hard bucket queue owned by collections_manager	DPD, exposure, secured/unsecured, fraud and borrower response	Same day for 60+ DPD; 1 business day for 31-60 DPD	legal_route_requested, settlement_offer_received, restructure_request_received, arrears_cleared	dpd_61_90 triggers legal readiness; npa_90_plus triggers finance, provisioning and partner alerts.
legal_review	legal_route_requested	Recovery legal queue owned by legal_recovery and legal_user	Product, collateral, cheque/NACH bounce, SARFAESI eligibility and arbitration clause	2 business days for route decision; statutory notice timelines by law	enforcement_approved, legal_hold_or_defect	Legal defect returns to hard bucket; no route decision by SLA escalates to legal head.
settlement_review	settlement_offer_received, ots_approved	Settlement approval queue owned by collections_manager, credit approver, treasury_finance, legal_user	Waiver amount and DoA	2 business days for proposal; fund realisation tracked to OTS letter dates	ots_approved, ots_funds_realized, ots_rejected	Expired token payment cancels proposal; waiver above threshold escalates per DoA.
restructure_review	restructure_request_received	Credit/risk queue owned by credit_analyst, policy_risk, credit_manager	Viability, stress reason and asset classification	5 business days for complete file	restructure_implemented	Missing viability evidence returns to collections; approval requires new schedule_version.
repossession_or_enforcement	enforcement_approved	Legal/recovery queue owned by legal_recovery	Collateral and legal route	Task-level due dates from notice, possession, auction, arbitration, DRT or Lok Adalat calendar	recovery_completed, writeoff_posted, approved_uncollectable_closure	Statutory deadline breach alerts legal head and compliance.

Assignment Guardrails

Guard	Required implementation
Maker-checker	ops_maker cannot complete a task checked by the same user as ops_checker; kyc_maker cannot approve own KYC; settlement negotiator cannot approve own waiver.
Conflict of interest	sales_rm and dsa_user cannot approve credit, KYC, disbursement, DPD correction, settlement or write-off.
Vendor scope	valuer_vendor, legal_vendor and field agency users can see only assigned collateral_asset, legal_opinion, valuation_report or collection_case records.
Partner scope	partner_api_client can see applications where api_client.partner_id == application.source_partner_id; no direct access to CAM, bureau variables, RCU findings or internal deviations.
Regulatory hold	No state can move to disbursement_pending or loan_booked while true-positive screening_hit or active compliance hold is open.
DPD source	Collections users cannot edit loan_account.current_dpd, asset_classification or delinquency state; LMS publishes dpd_changed and asset_classification_event.

Implementation Tests

Test	Expected result
kyc_pending with one unverified beneficial_owner	kyc_verified event rejected; task remains with kyc_checker or aml_compliance.
docs_pending with mandatory document_requirement.status=pending	document_pack_locked rejected unless approved waiver exists.
data_pending with AA timeout but bureau optional	Required-data matrix decides whether retry, waiver, or provider_retry_exhausted is legal.
deviation_pending low-severity SLA breach	Escalation created; no auto-approval.
disbursement_pending with mandate.mandate_status=rejected	loan_booked rejected unless product permits disbursement before mandate and deviation approved.
active_overdue at dpd_61_90	Collections case must be at least escalated_hard_bucket or legal_review; partner status event must be queued for co-lending accounts.
Collections arrears_cleared	Case closes only after LMS confirms cure; collector promise or bank screenshot is not enough.

Sources

• RBI, Reserve Bank of India (Digital Lending) Directions, 2025
• RBI, Key Facts Statement (KFS) for Loans & Advances, April 15, 2024
• RBI, Prudential norms on IRACP - Clarifications, November 12, 2021
• RBI, Outsourcing of Financial Services - Responsibilities of regulated entities employing Recovery Agents, August 12, 2022