Loan officers who review an AI agent's work need a plan focused on the application pack: what the agent collected, what it extracted, what it calculated and what it drafted for the customer. This template sets out five milestones, from vocabulary to certified sign-off, with the checks loan officers must master at each, the red lines, and yearly renewal.
What is this plan for?
In lending, agents gather the applicant's documents, pull bank transaction data with consent, extract income and outgoings, run the affordability calculation, and draft the offer or the request for more information. Collection and extraction run at depth 1. Calculations and customer communications are depth 2: a person sends. Issuing an offer commits the lender and is held for a loan officer, sometimes with an underwriter above.
The loan officer's job shifts from assembling the pack to checking it. Three errors matter most: income taken from a payslip the applicant uploaded (external) when bank data shows something different; commitments missed because they were paid from another account; and a draft message that promises more than the lender will offer. Time to competence is discussed in how long it takes to train loan officers to supervise AI agents.
How do you fill it in?
Fill each milestone with the learning, the live work, and the checks the officer must show they can do. The "Checks mastered" column is the heart of the plan; make each check specific to your products.
The template
| Milestone | Learning | Live work | Checks mastered | Evidence | Signed off by |
|---|---|---|---|---|---|
| 1. Vocabulary | |||||
| 2. Reviewer learning | |||||
| 3. Shadow | |||||
| 4. Certification | |||||
| 5. Rights and renewal |
Red lines:
A worked example
A hypothetical building society's mortgage and personal loan team. Values are samples.
| Milestone | Learning | Live work | Checks mastered | Evidence | Signed off by |
|---|---|---|---|---|---|
| 1. Vocabulary | Foundations, about 4 hours | Reads ten completed application packs | Names the provenance of each document in a pack | Foundations badge | Lending manager |
| 2. Reviewer learning | Operator modules: how a governed agent decides, human review, teaching the agent | Annotates five agent-prepared packs | Compares payslip income with bank-data income; spots missing commitments | Annotated packs | Senior loan officer |
| 3. Shadow | Operator modules on reading the workspace and keeping knowledge current | Decides held packs and draft messages before a certified officer releases | All of the above, plus product rules on the draft offer | 40 cases; at least 36 matching; no red line missed | Senior loan officer |
| 4. Certification | Written exam (40 questions, 60 minutes, pass at 32) | Two-week practicum on live held packs | All checks, under assessment | Practicum: at least 95 in every 100 correct; no missed red line | Pryme assessor, then lending manager |
| 5. Rights and renewal | Update module and short quiz yearly | Approves offers up to 25,000 on personal loans; refers mortgages to underwriting | Ongoing sampling | Certified Pryme Operator; sampling record | Lending manager |
Red lines
- Never accept income from an uploaded payslip (external) that conflicts with bank transaction data without resolving the difference.
- Never send a draft message that states or implies approval before the decision is made.
- Never issue an offer the affordability calculation does not support, even if the applicant pushes.
- Any sign of financial difficulty or vulnerability in the application moves it to a person-led route.
The first red line is the commonest source of bad lending decisions in agent-prepared packs. A payslip image can be edited; bank data retrieved with the applicant's consent is far harder to fake. The agent should hold any case where they disagree, and the officer must not resolve it by trusting the more convenient figure. Applicants occasionally embed instructions in uploaded documents, so add those scenarios with how to train loan officers to spot prompt injection and pressure. Keep the team aligned through calibration sessions for loan officers.
The compliance team that oversees these decisions follows its own training plan for compliance officers, built on the same tracks but with control testing in place of offers. The team-wide order is in training teams for AI agents.
Where the Academy fits
Pryme Intelligence Academy's module tests are set in the learner's own industry and role, so loan officers answer lending cases. The practicum in milestone 4 is signed off by a Pryme assessor, and the certificate can be checked at source by number or QR code. Renewal is an update module and a short quiz.
Questions people ask
Can the agent issue small loan offers itself?
Some lenders allow it at depth 3 for narrow products once the agent is certified on their own cases. Even then, any case with conflicting evidence or signs of difficulty should be held for a loan officer.
What should a loan officer do with an agent's draft decline?
Check the reason is specific and true, then pass it to whoever holds decline authority. Generic reasons should be sent back.
How long does the shadow milestone last?
Usually two weeks, longer for officers new to lending. End it when the match rate and red-line results are met, not on a fixed date.