COAR - Workflows - All Documents (sharepoint.com)
This guide shows the progression of a loan request from initial request to disbursement.
Please see your departments procedure for step-by-step instructions.
CSRs call guidance here: Loans - Call Guidance
RPS Normal Loans
CSR receives the request, creates the Freshdesk ticket
Ticket status changed to: Pending
TS generates paperwork and sends per participants request.
Ticket status changed to: Waiting
Participant returns paperwork.
TS downloads paperwork from document received ticket, closes that ticket, and finishes the request from the Loan Request ticket.
Ticket status changed to: Open
TS reviews signed paperwork for completion, saves and attaches documents to ticket
Ticket status changed to: Process (Assign to KB to Process Scenario Automation)
For NHC loans, Ticket status changed to: Process (Assign to RR to Process Scenario Automation)
For TTC loans, Ticket status changed to: Process (Assign to JP to Process Scenario Automation)
Daily Ops will process the loan in SmartDesk.
Ticket status changed to: Verify (From process to verify - daily Scenario Automation)
Daily Ops will verify the trade in SmartDesk.
Ticket status changed to: Trade and Export to InnoPay (From verify to trade)
Daily Ops will export the file for the day.
Ticket status stays: Trade and Export to InnoPay (From verify to trade)
Daily Ops will confirm the export was successful the following morning.
Ticket status changed to: Closed
The following day, the TS will grab the finalized amort schedule from PSW to send to the employer.
They will attach the email and amort schedule to a note in the Loan Request ticket.
RPS Directed Account Loans
CSR receives the request, creates the Freshdesk ticket, and add Directed in the subject line.
Ticket status changed to: Open
TS will generate paperwork and send per participants request.
Ticket status changed to: Waiting
An automation will appear to notify the RM of the loan request since it's a directed account. You will only need to reach out if the participant does not have enough funds already raised in their account.
Participant returns paperwork.
TS downloads paperwork from document received ticket, closes that ticket, and finishes the request from the Loan Request ticket.
Ticket status changed to: Open
TS reviews signed paperwork for completion, saves and attaches documents to ticket, and sends the request to Daily Ops
Ticket status changed to: Process (Assign to KB, RR, or JP for Processing Scenario Automation)
Trust Ops will send payment to InnoPay, add a note, and tag McKenzi requesting to post the loan buy.
Ticket status changed to: Process (Assign to Daily Ops for Processing Scenario Automation)
Daily Ops will post the loan fee to the FBO account,
Ticket status updated to: Closed
The following day, the TS will grab the finalized amort schedule from PSW to send to the employer.
They will attach the email and amort schedule to a note in the Loan Request ticket.
Assigned agent will remain with the Transaction Specialist.
Assigned internal agent will correspond with the status.
Each morning Rebecca R runs a report to add the check mailed date.
At any point in the process, if a ticket is assigned to you and it was completed incorrectly, use the NIGO - Not In Good Order scenario automation to change the status to NIGO. Then assign the ticket back to the person who assigned it to you.
If you're unsure, select Show Activities and scroll to the bottom. You will see the previous Internal Group and Agent ticket assignment.
Stop Payment and Reissue for Loan Checks
A request to stop-payment and reissue a loan check can be requested after 15 business days. If there's any urgency around the request and the participant cannot wait 15 business days or we have made an error, please mention that in the request.
Create the ticket using the Stop Pay – Reissue Loans template. Follow the instructions listed in the ticket template.