Using Financial Services Loan Operations

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Financial Services Loan Operations

    The Financial Services Loan Operations application in the Zurich release enables requesters, contributors, and agents to efficiently initiate, research, and resolve loan service requests and system-generated exceptions. It supports personalized workspaces, predefined workflows, interactive case playbooks, and performance dashboards to streamline loan case management for financial services organizations.

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    Workspace

    Users access a personalized workspace designed to help them monitor workload and performance, prioritize critical tasks, and navigate across loan-related assignments effectively. The workspace supports various roles, each with tailored capabilities:

    • Requester: Submits service requests from customer or interaction records.
    • Loan Contributor: Handles service requests, collects inbound documents, and tracks case statuses up to the Initiate and Review stage for managed accounts.
    • Loan Agent: Manages loan cases and associated tasks.
    • Loan Agent Connector: Submits requests and works on loan cases and tasks for managed accounts.
    • Credit Agent: Works on credit cases and tasks related to loan service requests.
    • Document Agent: Manages document-related tasks for loan requests.
    • Loan Admin: Configures the loan workspace according to business needs.

    Workflows

    The application includes predefined workflows for both business and personal loans. Upon a loan service request, a loan service case is created and assigned to a loan agent who updates case details to trigger the workflow. This initiates various tasks that are automatically routed to appropriate back-office teams like loan, credit, or document services. Tasks are sequentially created and assigned as previous tasks are completed, ensuring smooth case progression.

    Case Playbook

    The case playbook provides loan contributors and agents with a visual and interactive representation of the entire case lifecycle, from initial logging to resolution and customer communication. It is available for specific workflows such as:

    • Loan Forgiveness for Financial Services Business Loan Operations
    • Loan Deferment for Financial Services Personal Loan Operations

    Dashboards

    Performance Analytics dashboards offer business owners customizable views to monitor team and business performance in both personal and business loan operations, enabling data-driven decision-making and operational insights.

    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 Financial Services 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 Personal Loan Operations dashboard and Business Loan Operations dashboard.