Meet the agents

LendEasy’s AI workforce is a roster of named agents, not an anonymous model behind a button. Each agent is a registered worker with its own eligibility, tool grants, autonomy ceiling, and evidence trail — working the same queues, under the same permissions and the same compliance gate, as the people beside it.

The roster

Agent	Works	What it does
Nova	Outbound voice	Places compliant collection calls and closes them to typed outcomes: identity verified, payment taken or scheduled, cure or deferral agreed, promise recorded — or a clean, documented handoff.
Cookie	Every case	The case copilot. Answers from authoritative facts, flags what needs attention, drafts notes and borrower responses, and prepares the next action for explicit human confirmation.
Docgest	Documents	Turns every inbound document — hardship proof, paystubs, identity documents, certificates — into classified, extracted, screened, and verified case evidence.
Arya	Communications	Reads every inbound message, resolves sender and thread, extracts intent and commitments, schedules the next step along the case workflow, and drafts the compliant reply.

One employment contract

An agent joins the workforce the way a person does: it is registered with declared queue and task-type eligibility, fact-group grants, tool grants, and eligible action codes. Every session runs from a signed work packet carrying the minimum facts and tools for one task. Authority is resolved per action on the autonomy ladder, and a human can review, take over, or stop any agent instantly. No agent borrows a human’s identity, and no layer of the control stack can widen the ceiling set above it.

The result: adding an agent to the roster is a governance event, not a deployment surprise. The same contract that runs Nova today onboards the next hire.

A case, worked by the roster

A delinquency signal opens a collections case on Harbor. Arya reads the borrower’s email reply, recognizes hardship intent, links it to the case, and schedules the follow-up task. Cookie briefs the assigned specialist — current facts, contact restrictions, promises to date — before they touch a single tab. Nova places the compliant outbound call and agrees a split cure within her authority. The borrower uploads a paystub; Docgest classifies it, extracts the fields, and marks them verified for the hardship policy check. The specialist approves the option that sits beyond agent authority — with every prior step already cited in the evidence graph.

Humans where judgment is owed

The roster is deliberate about what it does not do. Portal messaging is staffed by your team — Cookie drafts, a person decides and sends. Every agent hands off the moment a matter exceeds its authority: affordability restructuring, settlement, disaster relief, language access, and protected-status review reach a human specialist with the packet, transcript, and evidence attached. An agent that cannot proceed says so — missing_facts, declined, or stopped — and never marks its own work complete.

Next on the roster

The employment contract is how the workforce grows. The next hires, in the order they earn their seat:

• Interaction QA reviewer — scores every human and AI interaction against the regulation-traceable rule library, producing the per-case-type quality measurements the autonomy ladder promotes on.
• Reconciliation investigator — works the drift queue: investigates intent-versus-ledger mismatches, proposes the classification, and drafts the evidence note.
• Hardship intake assistant — assembles the specialist packet for the relief options agents hand off: evidence completeness, policy checks, and a draft recommendation.
• Inbound messaging agent — Nova’s inbound counterpart for portal chat and SMS, under the same work-packet and compliance-gate contract.