1.1 How to Log In

1. Open your web browser (Google Chrome, Mozilla Firefox, or Microsoft Edge).
2. Go to your organisation's SymaCore web address (set up and linked to your company's domain, as provided by your IT department).
3. Enter your official email address and password.
4. If you are using your own private work computer, you can tick "Remember Me" so you stay signed in during your shift.
5. Click the "Sign In" button.

If your account requires two-factor authentication, see Section 1.2: One-Time Passwords (OTP). If you cannot remember your credentials, see Section 1.3: Forgot or Reset Password.

1.2 One-Time Passwords (OTP)

For your security, the system may ask for a verification code (OTP) after you enter your password:

1. Check your mobile phone or work email for a short 6-digit code.
2. Type the 6-digit code into the verification box on your screen.
3. Click "Verify".
4. If the code does not arrive within a minute, click "Resend Code".

Note: Codes expire after a short time (usually 5 to 10 minutes). If your code expires, click "Resend Code" to get a fresh one.

1.3 Forgot or Reset Password

1. On the login screen, click the "Forgot Password?" link beneath the password box.
2. Type in your registered email address and click "Send Reset Link".
3. Check your email inbox. You will receive an email containing a secure link.
4. Click the link in your email, type in your new password twice, and submit.
5. You can now log in with your new password.

1.4 Understanding Your Screen Layout

Once logged in, your screen is divided into three easy sections:

• A. The Left Sidebar Menu: Your main navigation bar. It lists all the sections you have access to: Operations, Lending, Finance, and Administration. If you do not see a particular section, your account has not been assigned permission for that area.
• B. The Top Bar: Located along the top right of your screen. Here you can see your current branch name, your user profile, and a menu where you can change your password or log out safely when you leave your desk.
• C. The Main Work Area: The center of your screen. This is where your tables, search bars, customer cards, and forms appear.

2.1 Key Numbers at a Glance

At the top of the dashboard, you will see four summary cards showing real-time counts:

• Branches: Total number of active company branch offices. See Section 3.1: Branches.
• Customers: Total number of registered customers. See Section 3.2: Customers.
• Active Loans: Loans currently running and being repaid. See Section 4.4: Active Loans.
• Open Defaulters: Number of loans that have fallen behind on payment and need follow-up. See Section 4.8: Defaulters & Debt Collections.

2.2 Quick Shortcuts

Below the top numbers, you will see direct shortcut tiles to every area you have permission to visit: Customers, Loan Applications, Active Loans, Banking, and Financial Reports. Clicking any tile takes you directly to that section.

3.1 Branches

This page lists all official office locations (such as Head Office, Nairobi Branch, Mombasa Branch, or Nakuru).

How to Add a New Branch:

1. In the left sidebar under Operations, click Branches.
2. Click the "Add Branch" button at the top right.
3. Fill in Branch Name (eg Nakuru Branch), Branch Code (a short unique code, eg NAK-01), Location (physical street or building address), and Status (choose "Active").
4. Click "Save".

How to Edit or Deactivate a Branch:

1. Find the branch in the table.
2. Click the "Edit" button on the right side of the row.
3. Update any details or switch status to "Inactive" if the branch is closing.
4. Click "Save Changes".

3.2 Customers

This is the core borrower directory. You can register new individuals or businesses, view complete borrower profiles, and carry out compliance checks.

Finding a Customer:

• Use the search bar at the top of the list to find a customer by full name, ID number, phone number, or system customer number.
• Use the status dropdown to filter by Active, Pending, or Suspended customers.

How to Register a New Customer:

1. In the left sidebar under Operations, click Customers, then click the "Add Customer" button.
2. Choose the Customer Type:
   • Individual: For personal loans and single borrowers.
   • Business / Corporate: For registered enterprises and companies.

   Important: Customer type cannot be changed once saved, so be sure to select the right one.

3. Fill in Personal / Business Details: Full Name or Registered Business Name, National ID or Passport number (for individuals) or Certificate of Incorporation / Registration number (for businesses), KRA PIN tax number, Date of Birth (must be in the past), Mobile Phone Number, Email Address, Gender, and Marital Status.
4. Fill in Physical Address: County, Sub-County, Town / Area / Estate, Road or Street Name, and House or Land Reference (LR) Number.
5. Upload Identity Documents: Scanned copy or photo of the National ID (front and back) or Passport, plus the KRA PIN certificate.
6. Click "Submit".

Once registered, customer activation follows the Two-Person Maker-Checker Rule.

The Customer Profile Page

Click the customer's name or the "View" (eye icon) button in any customer row. This opens their full folder, organized into clean tabs:

• Overview Tab: Contact numbers, ID numbers, home address, account status, and quick action buttons.
• Contacts Tab: Referees, spouse, and next-of-kin. Click "Add Contact" to save family members or personal references who can be contacted if needed.
• Employment Tab: Where the customer works, employer name, job title, terms (permanent, contract, self-employed), and work address.
• Income Tab: Monthly finances: basic salary, business earnings, plus regular living expenses (rent, food, school fees, transport). The system automatically calculates their net disposable income so you know how much they can comfortably afford to repay.
• Financials Tab (Businesses): Captures annual turnover, gross profit, and net profit for the last 3 years.
• Existing Loans Tab: Records loans the customer currently holds with other banks, microfinances, or mobile lenders.
• KYC Tab: Shows the customer's identity verification status. See Identity Checks (KYC Verification).

The Two-Person Rule (Maker-Checker)

The Two-Person Rule (Maker-Checker):
Step 1 (Maker): Loan officer reviews customer and clicks "Approve". Status becomes "Pending Authorization".
Step 2 (Checker): Branch manager reviews and clicks "Authorize Approval". Status becomes "Active".
Note: The person who submitted or initiated approval cannot authorize it. A different colleague must do it.

If you ever make a mistake while initiating an action, click "Cancel Pending" to take it back before your manager reviews it. This approval model also applies to Loan Applications, Loan Reschedules, and Loan Write-Offs.

Identity Checks (KYC Verification)

1. In the customer's profile, go to the "KYC" tab.
2. Click "Submit for KYC" to verify their National ID and facial identity automatically.
3. If automated verification fails due to a blurry document or system mismatch, an authorized officer can click "KYC Override", enter a written explanation, and have a manager authorize the override under Maker-Checker rules.

Customer Statements & Suspension

Downloading Customer Statements: Click the "Statement" button inside the customer folder to view or print a clean summary of all loans, payments, and balances for that borrower.

Suspending or Reactivating a Customer:

• If a customer provides false information or breaks company terms, click "Suspend" and state a clear reason. A second officer must authorize the suspension.
• Suspended customers cannot apply for or receive new loans in Section 4.3: Loan Applications.
• To restore them, click "Reactivate", which again requires second-officer authorization under the Maker-Checker rule.

3.3 Customer Groups (Chamas)

If your branch runs community lending, solidarity groups, or chama financing, this page is where you group borrowers together:

1. In the left sidebar under Operations, click Groups.
2. Click "Add Group" and enter the group name and purpose.
3. Click "View" on any group to see its members.
4. Click "Add Member" to link an existing customer to the group and assign their role (eg Chairperson, Treasurer, Secretary, or Member).
5. You can remove a member at any time by clicking the delete icon next to their name in the member list.

4.1 Loan Products

Loan products are the packages you offer to borrowers (eg Logbook Loan, Title Deed Loan, Business Asset Loan, Salary Advance). What each product setting means:

4.2 Loan Agents (Field Agents)

Loan agents are independent sales representatives and field scouts who introduce customers to the company:

• Agents do NOT have user accounts or system passwords.
• They are simply registered with their name, phone number, and branch so they can be selected on Loan Applications to track commissions and deal originations.

4.3 Loan Applications

Every new loan starts as an application:

Step 1: Drafting the Application

1. In the left sidebar under Lending, click Loans to expand the menu, choose Loan Applications, then click "Add Application".
2. Select the Customer (search by name or ID from Section 3.2).
3. Select the Loan Product. The interest rate, fees, and allowable terms fill in automatically.
4. Enter the Requested Loan Amount and Number of Installments.
5. Select the Loan Purpose and introducing Loan Agent if one was involved.
6. Click "Save Draft".

Step 2: Attaching Security (Collateral)

• Ensure the customer has at least one active, valued collateral item registered under their profile. See full registration details in Section 4.7: Collaterals (Vehicles & Land).
• The loan amount cannot exceed the maximum Loan-To-Value (LTV) limit allowed for that asset. LTV limits are configured in Section 6.7: System Settings.
• The valuation report must be recent (no older than the company valuation age limit, 6 months by default, set in System Settings).

Step 3: Submitting the Application

1. Click the "Submit" (paper airplane icon) button on the application row.
2. The system checks that collateral is present, valuations are up to date, and the customer is active.
3. The application moves to "Submitted" status.

Step 4: Appraising and Approving

1. A credit officer reviews the borrower's income, expenses, and security, and records appraisal notes based on their Income & Disposable Affordability.
2. To approve: Click the green "Approve" button and enter approval remarks. If the installment is high compared to disposable income, an Affordability Override Reason must be provided.
3. Once approved, the application is ready for payout under the Three-Person Safeguard.

Rejecting an Application:
If an application does not meet criteria, click the red "Reject" button. You must enter a clear explanation in the remarks box so the borrower and your team know why the loan could not proceed.

Three-Person Safeguard on Loans

Three-Person Safeguard on Loans:
1. Person 1 creates and submits the application.
2. Person 2 approves the application.
3. Person 3 disburses the payout.
The person who originated a loan can never disburse it. The person who approved it cannot normally disburse it either.

For more on assigning these distinct responsibilities to staff, see Section 6.1: Users, Roles & Permissions.

4.4 Active Loans (Disbursing)

Disbursing an Approved Loan:

1. On an approved application, click the "Disburse" button.
2. Select the Payout Date (can be today or past date, but never future and never in a closed accounting month).
3. Select the Source Bank Account where funds leave from (configured under Section 5.3: Banking and Cash Book).
4. Review Deductions: Upfront fees (processing, legal, valuation, inspection, NTSA) are deducted, showing Gross Loan, Total Deductions, and Net Amount paid to customer.
5. Enter customer bank or mobile money details and transaction reference.
6. Click "Confirm Disbursement".

The system immediately creates the repayment schedule, active loan record, and automatically posts the double-entry accounting journals into the General Ledger!

Recording Repayments & Split Order

When a borrower pays money back:

1. In the left sidebar under Lending, click Loans to expand the menu, and choose Loans.
2. Find the loan in the list (you can type the customer's name or loan number in the search box), then click the "Repay" button on that row.
3. Enter Payment Date and Amount Paid (backdating further than the limit configured in System Settings requires an authorized override).
4. Choose Payment Method: Mobile Money (M-Pesa), Bank Transfer, Cheque, or Cash.
5. Select the Company Receipt Bank Account where money was deposited (see Section 5.3: Banking).
6. Click "Submit Repayment".

How the System Splits Repayments:
1. Unpaid fees (if any) are cleared first.
2. Late payment penalties are cleared second.
3. Due interest is cleared third.
4. Remaining balance reduces the loan principal.

After posting a repayment, you can immediately issue an official receipt in Payment Receipts & Schedules.

Payment Receipts & Schedules

Repayment Receipts: After saving a payment in Section 4.4, click the receipt link to print or save an official receipt showing amount received, how it was split, and the new outstanding balance.

Repayment Schedule: Click any loan number to view its full schedule: Due date, Principal portion, Interest portion, Total due, Amount paid, and Status (Paid, Pending, Overdue). You can export the schedule to Excel or PDF for the customer at any time.

Late Payment Penalties & Notices

• If a repayment date passes and the installment is not settled in full, the system marks it overdue.
• The penalty is a percentage of the FULL scheduled installment, defined on the Loan Product.
• It is charged ONCE per overdue installment. It does not grow with days late, and running calculations again never charges it twice.
• A part payment does NOT reduce the penalty. Only settling the installment in full before its due date avoids it.
• Penalties can be calculated manually or run automatically each night via the scheduled penalty job (see Section 6.5: Scheduled System Jobs).
• Click "Download Penalty Notice" to generate an official demand letter explaining what is overdue, how late fees were calculated, and payment instructions.

4.5 Loan Reschedules (Restructuring)

When a borrower experiences genuine hardship (medical issues, delayed receivables):

1. On the loan row, click "Reschedule".
2. Choose the installment to defer and enter Extension days (1 to 365 days, within policy limits set in System Settings).
3. Enter the Reason for restructuring.
4. The system calculates any reschedule fee and displays the new due date.
5. Click "Submit Reschedule". A second officer reviews and approves the request under Maker-Checker rules.

Note: A reschedule defers ONE installment. Every other installment keeps its original due date, and the loan maturity date does not change.

4.6 Loan Write-Offs & Queue

Writing off a loan is a last resort when all recovery options are exhausted:

1. Initiate (Maker): Click "Write-Off", enter a thorough explanation, and provide the Board Resolution Reference if the balance exceeds the threshold set in System Settings. Click "Initiate Write-Off".
2. Authorize (Checker): A manager expands Loans under Lending in the sidebar, selects Write-Off Queue, reviews the loan snapshot, and clicks "Authorize". The loan closes and the loss posts to bad debt expense in the General Ledger.

4.7 Collaterals (Vehicles & Land)

SymaCore officially supports two collateral categories used to secure loans in Section 4.3: Loan Applications:

• Motor Vehicles: Registration number, make, model (selected from Reference Data), year, chassis and engine numbers, market value, forced sale value, valuer name, valuation date, insurance policy number, and expiry date.
• Land & Property: Ownership Category (Individual, Joint, Company, Institutional), Title/LR number, registered owners, tenure (Freehold/Leasehold with remaining lease margin exceeding loan term by at least 6 months), county, acreage, valuation, official land search (under 30 days old), and encumbrance checks.

Document verification and asset swapping follow Document Verification Rule & Swapping.

Document Verification Rule & Swapping

Document Verification Rule:
The officer who uploads a logbook, title deed, or valuation CANNOT verify it.
A different officer opens the collateral, reviews the document, and clicks "Verify".

All uploaded title deeds, logbooks, and valuation reports can also be searched centrally in the Documents Library.

Collateral Substitution: If a borrower needs to swap a pledged vehicle or title deed while their loan is running, expand Collaterals under Lending in the sidebar and click Substitutions. Once the replacement asset is inspected, verified, and approved by a manager, the old security is released.

4.8 Defaulters & Debt Collections

• Automated Case Creation: The system opens a defaulter case automatically whenever an installment passes the arrears threshold (eg 30 days) during the nightly status transition job (see Section 6.5).
• Managing a Recovery Case: In the left sidebar under Lending, click Defaulters, open the customer's case, and click "Add Follow-Up" to record calls, SMS reminders, visits, and borrower commitments (Promise to Pay).
• Set the Next Follow-up Date to receive automated reminders. When the customer pays arrears in full via Section 4.4: Repayments, the case resolves automatically.
• Defaulter trends feed directly into the regulatory PAR Aging Report and month-end Loan Loss Provisions.

5.1 General Ledger & Accounts

The Chart of Accounts organizes finances into five standard groups:

• Assets (1000s): Bank accounts, gross loan portfolio, interest receivable.
• Liabilities (2000s): Borrowings, customer deposits, accounts payable. Linked to Funding Sources.
• Equity (3000s): Shareholder capital, retained earnings.
• Income (4000s): Interest income, loan appraisal fees, late penalties. Linked to Loan Products.
• Expenses (5000s): Staff salaries, office rent, bank charges, bad debts from Write-Offs.

Control Accounts: Accounts receiving automated loan entries cannot be edited manually to prevent discrepancies.

5.2 Journal Entries & Balance Rule

The Golden Rule of Accounting:
Total Debits MUST EQUAL Total Credits to the exact cent.
If they do not balance, the system will not let you save.

Automatic Entries: Posted automatically for Disbursements, Repayments, fee deductions, daily interest accruals, Late Penalties, and Write-Offs.

Manual Adjustments & Reversals: To record overheads or adjustments, expand General Ledger under Finance in the sidebar and select Journal Entries. If a mistake was made, click "Reverse" to create an exact offsetting entry that preserves a transparent audit trail in Section 6.6: Audit Logs.

5.3 Banking and Cash Book

• Managing Bank Accounts: Add and monitor commercial bank accounts (eg KCB, Equity Bank, Co-op Bank, NCBA) in KES currency used for Loan Disbursements and Repayment Receipts.
• Cash Book Transactions: Record non-loan income ("Receipt") or expenses ("Payment") with receipts and vouchers.
• Statement Lines & Matching: Upload electronic bank statements under "Statement Lines". Match each line against cash book records or mark bank charges/interest.

Monthly Bank Reconciliations

1. In the left sidebar under Finance, expand Banking & Cash Book, choose Bank Reconciliations, and click "New Reconciliation".
2. Select the Bank Account, date range, and enter Ending Statement Balance from your physical bank statement.
3. The system compares your bank statement against the internal cash book (see Section 5.3).
4. When the difference is zero, click "Submit for Approval" for Finance Manager sign-off under Maker-Checker controls.

5.4 Funding Sources

Tracks where the capital used to lend originates: Shareholder Capital, Commercial Bank Credit Lines (eg KCB Credit Line KES 50M), Investor Facilities, or Grants. Each pool links to a General Ledger account (see Section 5.1) to monitor drawdowns.

5.5 Provisions and ECL (Risk Rates)

Under Central Bank and IFRS 9 accounting rules, institutions must set aside reserves for loan losses across the portfolio:

Provisions run automatically on the last day of each month at 23:30 via Scheduled Jobs. You can also run a Dry Run anytime to preview figures without posting, or a Live Run to post expenses to the General Ledger.

5.6 Financial Reports

Generated in real time from posted General Ledger entries:

• Trial Balance: Lists every account with total debits, credits, and net balance to confirm the ledger is balanced. See The Balance Rule.
• Balance Sheet: Financial position today: Total Assets, Total Liabilities, and Total Shareholder Equity.
• Profit and Loss: Operating performance over any period: Interest and fee earnings minus expenses and provisions.
• PAR Aging Schedule (Portfolio at Risk): Health of the loan book across regulatory brackets with PAR1, PAR30, and PAR90 risk ratios, directly tied to Defaulter Recovery Cases.

6.1 Users, Roles & Permissions

Staff access is strictly controlled by roles:

• super_admin: Full access to all modules, technical settings, and system jobs.
• admin: Day-to-day administration across operations and lending.
• credit_officer: Registers customers in Section 3.2, creates loan applications in Section 4.3, logs repayments in Section 4.4.
• credit_manager: Appraises and approves loans under Maker-Checker, handles Defaulters and Write-Offs.
• finance_officer: Manages General Ledger, banking, and Cash Book Reconciliations.
• auditor: Read-only access across all records and Audit Logs.

Password Handling:
When adding a user, you do NOT type a password. The system automatically creates a strong password and emails it directly to the new employee's work address.

6.2 Notifications & Reminders

• Sending Messages: In the left sidebar under Administration, expand Notifications and click Notifications. Pick the customer, choose SMS or Email, type your message, and click "Send".
• Payment Reminders: Schedule automated reminder SMS messages for upcoming due dates on Active Loans.
• Templates: Customize standard automated messages with placeholders (customer name, amount, loan reference) for submissions, approvals, disbursements, and payments. Dispatched via Scheduled Jobs.

6.3 Reference Data (Vehicles & Counties)

To eliminate spelling mistakes and maintain consistent data across branches, administrators maintain official lists of approved Car Makes & Models (eg Toyota, Isuzu) and official Kenya Counties & Sub-Counties, used when registering security in Section 4.7: Collaterals.

6.4 Documents Library

In the left sidebar under Administration, click Documents to search and find any file uploaded into SymaCore: National IDs, KRA PIN certificates from Customer Registration, vehicle logbooks, title deeds, valuation reports, and insurance policies from Collateral Custody.

6.5 Scheduled System Jobs

The system runs automated background tasks late at night:

6.6 Audit Trail (Activity Logs)

In the left sidebar under Administration, click Audit Logs to view who made changes, the exact action taken (Created, Updated, Deleted, Approved, Disbursed), timestamp, IP address, and side-by-side Before and After values. Every action from Maker-Checker to Disbursements is captured here.

6.7 System Settings

Configure company policies and lending limits:

• Maximum Loan-to-Value (LTV) percentage (applies during Loan Applications).
• Maximum valuation report age (default 6 months, checked in Collateral Registration).
• Minimum leasehold land margin (default 6 months beyond loan maturity).
• Official land search freshness limit (default 30 days).
• Repayment backdating limit (default 30 days, enforced during Repayment Entry).
• Board approval write-off threshold (enforced during Write-Off Authorization).

Why cannot I approve this loan or customer?

Action Denied / Unauthorized:
SymaCore enforces a strict maker-checker policy. You cannot approve a record that you created, submitted, or appraised yourself. Ask a different qualified officer or branch manager to log in and approve it.

Read full rules in Section 3.2: The Two-Person Rule (Maker-Checker).

Why was my loan disbursement rejected?

Disbursement can only happen if all 5 requirements are met:

1. The customer is currently "Active" (not suspended or pending in Customer Records).
2. The collateral documents have been verified and approved in Collateral Custody.
3. The collateral valuation is still valid (not expired past the limit in System Settings).
4. The person disbursing is different from the person who originated and the person who approved the loan (see Three-Person Safeguard).
5. The disbursement date is not in the future and does not fall in a locked accounting period.

Review the payout procedure in Section 4.4: Disbursing an Approved Loan.

Why was my manual journal entry blocked?

In double-entry accounting, your total debits must equal your total credits exactly, to the cent. Check that the two column totals match. Also ensure the transaction date is not in the future and does not fall inside a closed financial period. Review guidelines in Section 5.2: Journal Entries & Balance Rule.

How do I change an agent's details or branch?

In the left sidebar under Lending, click Loan Agents, find the agent in the list, click "Edit", update their information, and save. To remove an agent from a branch, select the blank option in the branch dropdown. Note that agents with active loans cannot be deleted; you should set their status to "Inactive" instead. See Section 4.2: Loan Agents (Field Agents).

A customer paid, but their loan still shows overdue installments. Why?

Check the amount paid. Repayments clear unpaid penalties and interest before reducing the principal installment. If the borrower paid less than the full overdue amount, the remaining portion will stay overdue until cleared. See the waterfall breakdown in Section 4.4: How Repayments Are Split.

What should I do if a customer forgot their login or needs an OTP reset?

Customers do not have logins; SymaCore is for staff only. If a colleague forgets their password, they must reset it themselves using the "Forgot Password" link on the login page (see Section 1.3), which emails them a secure reset link. Administrators cannot set or send another user's password from the Users page. If the reset email is not arriving, ask your IT Systems Administrator to check mail settings.

Who do I contact for help?

• For credit and approval questions, speak to your Credit Manager (see Section 6.1).
• For ledger and payment discrepancies, contact the Finance Department (see Section 5.1).
• For login, browser, or hardware issues, contact your IT Systems Administrator or reach out to Symatech Labs Ltd at symatechlabs.com.