Using Financial Services Loan Operations

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Financial Services Loan Operations

    The Financial Services Loan Operations application enables requesters, contributors, and agents to efficiently manage loan service requests and system-generated exceptions. Users can leverage personalized workspaces to enhance their workflow and performance in handling loan cases.

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    Key Features

    • Personalized Workspaces: Users can monitor their workload and performance, focus on high-priority tasks, and navigate easily across various tasks.
    • User Roles:
      • Requester: Submits service requests.
      • Loan Contributor: Collects documents and checks case status.
      • Loan Agent: Manages loan cases and tasks.
      • Loan Agent Connector: Works on loan requests for managed accounts.
      • Credit Agent: Handles credit cases and tasks.
      • Document Agent: Manages document-related tasks.
      • Loan Admin: Configures the loan workspace.
    • Workflows: Predefined workflows for various loan types ensure efficient case management, automatically routing tasks to the appropriate back-office teams.
    • Case Playbook: Provides a visual representation of the case workflow, detailing each step from case logging to resolution.
    • Dashboards: Performance Analytics dashboards offer insights into team and business performance with customizable views for loan operations.

    Key Outcomes

    By utilizing the Financial Services Loan Operations application, organizations can streamline their loan request processes, improve operational efficiency, and enhance visibility into performance metrics, ultimately leading to better service delivery to customers.

    Learn how requesters, contributors, and agents use the Financial Services Loan Operations application to initiate, research, and resolve the loan service requests and system-generated exceptions.

    Workspace

    Requesters, contributors, and back-office agents use personalized workspace to work on all aspects of loan cases. Workspace can help you with the following tasks:
    • Monitor workload and performance
    • Focus on high-priority items
    • Easily navigate across tasks
    For more information, see Workspaces.
    Table 1. Workspace users for Loan Operations
    User Description
    Requester Submits service requests from interaction records and customer records.
    Loan contributor Submits service requests, collects inbound documents, and checks the status of cases for accounts managed by them till the Initiate and Review stage.
    Loan agent Works on loan cases and loan tasks.
    Loan agent connector Submits service requests and works on loan cases and loan tasks to fulfil loan requests for accounts managed by them.
    Credit agent Works on credit cases and credit tasks for loan service requests.
    Document agent Works on document tasks for loan service requests.
    Loan admin Configures the loan workspace as per business requirements.

    For more information, see Configure CSM Configurable Workspace.

    Workflows

    Several predefined workflows for business and personal loans are available with the application.

    When a customer requests a loan service, a loan service case is created and assigned to a loan agent. After the agent updates the case details, a workflow is triggered. The flow triggers various tasks from the case and the assignment rules route these tasks to the appropriate back-office teams such as loan, credit, or document service. A new task is automatically created when an agent closes the previous task.

    For more information, see Loan Operations workflows.

    Case playbook

    Using the case playbook, loan contributor and loan agents can visualize and interact with the case workflow. The playbook provides end-to-end life cycle for the tasks performed during the case handling process, from the time a case is logged to the final resolution and communication to the customer. The playbook is available for the following loan workflows:
    • Loan Forgiveness for Financial Services Business Loan Operations
    • Loan Deferment for Financial Services Personal Loan Operations

    Dashboards

    Performance Analytics give business owners an insight into how the team and business are performing. Dashboards with customizable views are available for business and personal loan operations with the application.

    For more information, see Financial Services Personal Loan Operations dashboard and Financial Services Business Loan Operations dashboard.