Work on a document task to verify documents for a policy service case

Work on a document task to manage and track documents (inbound and outbound) that are needed for a policy service case.

Before you begin

Role required: sn_bom_document.b2b_agent

About this task

The Document Processor service determines which documents (inbound and outbound) are required in a workflow. If any documents must be collected or distributed to the customer, a task is automatically generated for a document agent. The task is assigned to the document service team or a document agent based on the assignment rules.

Procedure

1. Navigate to All > Financial Services Operations > Workspace.
2. Select the lists icon ().
3. In the Lists tab, under Document Service, open the task list.
   • For your assigned tasks, click Assigned to me.
   • For all document tasks, click All.
4. In the list, select which case you want to work on.
   If you want to work on a case that isn't assigned to you yet, you can assign it to yourself by selecting Assign to me.
5. Find out which documents are required for the case:
   • For a list of inbound documents, click the Inbound Documents tab.
   • For a list of outbound documents, click the Outbound Documents tab.
6. Verify the completeness of all documents that the customer has submitted (inbound) or the bank should share with the customer (outbound).

   Task	Action
   Verify an inbound or outbound document	In the list, click the document that you want to verify. Check the document details and click Verify.
   Defer an inbound document	If the customer can't submit a document and has requested to submit it at a future date, you can defer this document. In the list, click the document to defer. Click Request Deferment. Note: This option is available only if a deferment is enabled for the document category.
   Request exception for an inbound document	If the customer is not able to submit a document and seeks an exemption from submitting it, you can request an exception for this document. In the list, click the document to request an exception for. Click Request Exception. Note: This option is available only if an exception is enabled for the document category.

   Note:

   Depending on the document rules, a deferment or an exception for a document might require an approval by a document agent to close the task. To approve, click the Approvals tab in the document and click Approve.
7. Optional: In the Work notes field, enter any comments.
8. Click Close.

Result

• The document task moves to the Closed Complete state and the associated case moves to the next stage.
• A new task that is based on the configured workflow is automatically generated in a respective task tab of the associated case. The new task is assigned to an assignment group or agent based on the assignment rules.