01
Higher payment completion
Give borrowers a short path from a billing message to the payment screen.
Customer portal for consumer lending
Make every borrower payment easier to complete
The DataOceans Customer Portal is a secure, branded portal where borrowers view statements, manage communication preferences, and make one-time or recurring payments. It connects to your billing and communications, so a borrower can go from a notice to a completed payment in a few clicks.
From notice to completed payment
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Statements · Payments · Self-service
Why do borrowers abandon online loan payments?
Borrowers abandon payments when they cannot find their balance, do not understand what to do next, or must log in somewhere else to pay. Each extra step can cost you a completed payment or add a call to your service team.
For lenders that already offer online payments, the gap is often between the message and the payment. A statement, reminder, or notice goes out, and the borrower then must find their way to the right place to act.
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What is the DataOceans Customer Portal for lenders?
The DataOceans Customer Portal is a secure self-service portal that connects borrower communications, billing, and payments in one experience. It is built on DataOceans’ customer communications management platform, so the notices and statements you send link directly to the place where borrowers pay.
What borrowers can do
| Capability | What it means for your borrowers |
|---|---|
| View statements and documents | Find current and past billing documents online, any time. |
| Pay online | Make one-time or recurring payments through secure, PCI Level 1 compliant payment options. |
| Manage communication preferences | Choose how they receive messages from you. |
| Complete account tasks | Handle routine requests without calling your service team. |
| Use any device | Accessible design that follows WCAG and ADA guidelines. |
What lenders get
| Capability | What it means for your team |
|---|---|
| Fully branded | The portal matches your brand, so it feels like your own site. |
| Works with existing systems | You do not need to replace your core lending system to add it. |
| One platform for communications | Statements, notices, and portal live together. DataOceans also supports adverse action notices and document-request workflows. |
| Fewer routine calls | 24/7 self-service for questions that otherwise reach the contact center. |
How does a connected portal improve loan payment completion?
A connected portal can improve payment completion by shortening the path from message to payment. The borrower sees what they owe, when it is due, and how to pay, in one place. Fewer steps and clearer instructions can mean fewer abandoned payments.
The portal supports three goals lending leaders track:
02
More self-service
Let borrowers find billing details and handle simple tasks without a representative.
03
A consistent experience
Show what is owed, when, and what to do, across every channel.
These gains also support service efficiency, collections operations, and customer satisfaction, not only the digital team.
What does the research say about digital payments?
Explore the research. Select a slide below or swipe across the cards.
RESEARCH 01 / 02
Consumers increasingly pay bills electronically
The Federal Reserve Bank of Atlanta reports consumers paid half of their bills electronically from bank accounts in 2024, up from 44% in 2020. About one-third of bills were paid by card in 2024, up from 25% in 2020. Borrowers use many payment methods, so lenders need convenient electronic options.
Source: Federal Reserve Bank of Atlanta, By the Numbers: Decline in Consumers’ Use of Paper Checks.
Next research slide →RESEARCH 02 / 02
Poor service access creates barriers
In its July 2024 Supervisory Highlights, the CFPB found that some servicers had average hold times of 40 minutes over six months, and almost half of callers hung up before reaching an agent. The CFPB also found online account access problems that limited some consumers’ ability to pay or get help. These findings concern specific servicers, not the whole industry. They show why accessible digital servicing matters.
Source: Consumer Financial Protection Bureau, Supervisory Highlights, Issue 34.
← Previous research slideHow should lenders evaluate a customer portal?
Ask seven questions before you buy or expand a portal:
- Can borrowers move from a billing message to the payment screen in a few clicks?
- Can borrowers find what they need without calling customer service?
- Are payment instructions and due dates clear and consistent?
- Does it support the devices and payment methods your borrowers use?
- Can you measure payment starts, completions, abandonment, and self-service use?
- Does it work with your lending, billing, and payment systems?
- Does it meet your security, privacy, and compliance requirements?
Frequently asked questions
What is a lending customer portal?
A lending customer portal is a secure website where borrowers see account information and complete servicing tasks. It can include statements, payments, payment history, and communication preferences. Its goal is to make routine tasks easy to finish without calling the lender.
How does a customer portal improve online loan payments?
It connects billing messages to a clear payment path. Borrowers see what they owe and pay in a few steps, which can reduce abandoned payments. Results depend on your integration and how many borrowers adopt it.
Can borrowers make recurring payments through DataOceans Customer Portal?
Yes. The portal supports one-time and recurring payments through secure, PCI Level 1 compliant payment options.
Why do lenders need connected communications and payments?
When messages and payments are separate, borrowers struggle to find details or know what to do next. Connecting them gives borrowers one consistent path from notice to payment and supports digital self-service.
How can a customer portal reduce servicing costs?
It lets borrowers find billing details and finish routine tasks themselves, which can reduce calls. The savings depend on your current call volume, why borrowers call, and portal adoption.
Does a lender need to replace its core lending system to improve digital payments?
No. The DataOceans Customer Portal works with existing systems. Feasibility depends on available integrations and your security requirements.
Is the DataOceans Customer Portal accessible?
Yes. It is designed to follow WCAG and ADA guidelines so borrowers can complete actions on any device.
Can the portal match our branding?
Yes. The portal is fully branded to match your organization.
What should lenders measure?
Track payment starts and completions, abandonment, self-service adoption, repeat payments, contact center volume for routine payment questions, and borrower satisfaction. Set a baseline before launch.
What should lenders look for in consumer lending software?
Look for integration, borrower communications, billing and payment workflows, mobile use, security, compliance controls, reporting, and accessibility, with support for your existing systems.
Make the next borrower payment easier
Borrowers should not have to work hard to understand a bill, find payment details, or pay.See how DataOceans Customer Portal can connect your borrower communications and payments.
Request a DemoLast updated: October 2026 | Reviewed by: Ann Marie Krahulec, Senior Marketing Manager