Resolution Desk
Self-service ODR portal for borrowers in arbitration
OTP · No password
Auth model
ARB + LAN
Case ID types
v1.3.0
Version
Docker + Nginx
Deployment
Project overview
A self-service portal for borrowers facing arbitration proceedings. Instead of receiving confusing legal notices with no context, borrowers log in with their Loan Account No. or Arbitration Case No., verify via OTP, and land on a personal dashboard showing exactly where their case stands. Runs in production behind Nginx as part of IO2i's Dockerized ODR platform.
Initial Thought
Issuing over 5,000 notices per day created a massive influx of borrowers. Creating traditional user accounts for this scale was unfeasible. Furthermore, borrowers had no way to understand their case status without calling the firm, and many lacked the technical literacy or contact info (email/phone) to use standard web portals.
Turning Point
Resolution Desk authenticates users dynamically without creating individual database records. We used APIs to connect the Frappe portal with the Fin portal using a universal "borrower" role. Borrowers log in via dynamic OTP (email prioritized over SMS) or scan a QR code included on their notice (sent via any medium) for instant access. For users with no contact info, we cross-verify LAN and ARB numbers to securely collect their details.
Architecture
FastAPI handles the stateless authentication flow via HMAC-signed tokens. The system routes OTPs dynamically based on available contact data to optimize costs. QR codes embedded in all notices contain secure tokens for instant session creation. The backend bridges the internal case management systems to pull live data without duplicating borrower records.
Outcome
Dramatically reduced inbound phone calls to IO2i from borrowers asking for case status. Borrowers now have a self-service window that works 24/7. The portal is actively shipping at v1.3.0 with new features added continuously.