4. Customer Service

4.1 Introduction

After an application has cycled through the Line of credit origination process, it becomes an account. Account maintenance and collections tasks can be performed with Oracle Financial Services Lending and Leasing’s Customer Service screen.

The Customer Service screen enables you to view and manage all customer information in a centralized location to ensure data integrity and provide better service. Oracle Financial Services Lending and Leasing provides online real-time information about the applicant(s), contract, account balances, dues, transactions, call activities, and comments. Oracle Financial Services Lending and Leasing also supports back-dating of financial transactions till the account’s opening date.

Activating an Account

An account is automatically activated when you fund the contract using Funding main tab or convert from a legacy system. You cannot activate an account using the Customer Service screen.

Posting and Reversing Payments

A payment can be posted and reversed on the Payments screen. You cannot post and reverse the payment in Customer Service screen. (For more information, see the Payment Processing chapter)

Account Mask

After an application completes the Line of credit origination cycle and is funded or is ported into the system, it becomes an account and receives an account number. The system assigns account numbers using the following logic:

YYYYMMNNNNNNNX

where:

YYYYMM = contract date

NNNNNNN = serial number

X = check digit

The system sorts accounts using the NNNNNN portion only. That portion is referred to as the account ID.

4.1.1 Quick Search section

Conditions and Queues

During the Line of credit application process,applications had a status and sub status Accounts do not have sub statuses; instead, accounts use conditions. Conditions further define the status of an account; for example: delinquent, bankruptcy, scheduled for charge off, Do Not Charge Off. Conditions can be applied automatically by the system based on set up, and manually by the system users using Customer Service screen.

The system can assign accounts to specific users by way of queues. Queues are a work flow management tool that allow the users to work on accounts sequentially from a prioritized list, rather than having to manually search for and load them. Queues are created and sorted during nightly processing. Examples of customer service queues include due date change requests, delinquent accounts, deferment requests, and title and insurance follow-up.

Account conditions serve as default queues; that is, an account’s condition determines which queue the account is in.

In the following example, account has a condition of deliNquent, noted in the Conditions section and Status field. The account was loaded from delinquent queue, DELq (d).

A queue can be associated with only one condition. In the following example, the Delinquent queue is associated with the Delinquent condition. However, an account can have more than one condition, so an account can be in more than one queue. Multiple queues can be created for a single condition. Account attributes (such as number of days delinquent and product code) can be used for assigning accounts to a queue and sorting accounts within a queue.

You can quickly load an account from a queue using Next Account button in the Quick Search section.

4.2 Customer Service screen

Most of the screens on Customer Service screen contain Account(s) and Customer(s) sections as a header. The Account(s) section provides a quick overview of an account by displaying its company, branch, account number, product, payoff amount and amount due, status, and oldest due date. The information on Customer Service screen always refers to the account selected in this section.

The Customer(s) section displays information about customer(s) attached to the account. The information on Customer Service screen always refers to the customer selected in this section.

To view account details in Account(s) and Customer(s) sections, open Customer Service screen and load the account you want to work with.

On Customer Service screen’s Account(s) section, view the following information: The system filters and displays information based on your selection:

Command Button:	Action Performed:
Current	Displays the current search account only. It does not matter how that account was searched like using account search screen or selected a queue from drop-down and pressed ‘Next’ button or account num­ber was directly pasted in Acc# text box and pressed Submit but­ton.This is the default option.
Show All	Displays the related accounts based on current selected customer’s customer Id. To view the details of account number(s) other than current account, select the account in Account(s) section and click Submit.
Group Follow-up	Displays the set of accounts that share same account condition as the selected account and bear same Customer Id. Other than hav­ing same account condition and Customer Id, the queue currently selected should have the Group Follow-up Indicator enabled in queue setup and follow-up date should fall in range of organization level system parameter UCS_GROUP_FOLLOWUP_DAYS.

In Account(s) section, click View to view the following information:

In this field:	View this:
Company	The company of the account.
Branch	The branch of the account.
Account #	The account number.
Product	The product for the account.
Days Past Due	The total number of days elapsed past due date.
Currency	The currency for the account.
Pay Off Amt	The current payoff amount for the account.
Amount Due	The current delinquent amount due for the account.
Status	The account’s status.
DLQ Reason	The delinquency reason that gets auto updated by the system as one of the following when the account is marked delinquent. - 1st Payment Delinquency, when the first payment is delinquent. - NSF Delinquency, when the payment amount on due date results in NSF (non sufficient funds) in the account. - Matured Delinquency, when account reaches the ‘Maturity Date’ with some delinquency amount. Note: System automatically removes the delinquency reason on the account if the payment is received. However, if the same payment is reversed, the conditions are posted back.
Oldest Due Dt	The oldest due date.

The system allows quick search of an account through Quick Search section in the right hand side of screen irrespective of the customer service screen on which you are working on. This is available in addition to the Quick Search section available in Results tab.

For more details on Quick Search refer ‘Search Functions’ chapter.

Comments can be added using Add Comment section in the right hand side of screen irrespective of screen you are working on. This is available in addition to the Comments sub tab available under Customer Service tab. This facilitates quick and easy reference.

For details on Comments refer Comments sub tab section in this chapter.

Call Activity functionality can be performed using Add Call Activity section in the right hand side of screen irrespective of the screen you are working on. This is available in addition to the Call Activities sub tab available under Customer Service tab. This facilitates quick and easy reference.

For details on Call Activity refer Call Activities sub tab section in this chapter.

4.3 Customer Service screen’s Summary tab

Open Customer Service screen and load the account you want to work with. By default the Customer Service screen opens the Summary tab.

Alerts section

Any comment posted as an alert, are displayed in the alert section of Summary tab.

Conditions section

You can view any conditions like Bankruptcy, Repossession, Foreclosure etc posted on an account. The condition is posted in the account with a start date which is the effective date and follow up date which indicates the next follow-up date for further process.

Dues section

Unpaid dues and the dates are displayed in a tabular form. Details of payment amount due, fee due, payoff are also displayed.

In this field:	View this:
Delq Due	The total delinquent amount that is due so far in the account.
LC Due	The total amount of non-sufficient fee due in the account.
NSF Due	The non sufficient funds fee due.
Other Due	The total of any other dues pending in the account.
Total Due	The total of all dues including payment amount and all applicable fees.
Today’s Pay­off	If the account is to be paid off as per the current date and the amount payable by the borrower.
Future payoff	The total Amount due on a future date. The borrower can know the total pay off amount for a future date, say 10 days from today.
Future Payoff Date	The date on which the future payoff is due.
Future Pmt Dt	The date till which the future payoff quote is valid.
Oldest Due Dt	The due date.
Amt Paid Excess	The excess amount paid.
Memo Excess Amount	The excess amount paid towards the membership fee.
Paid Term	The total count of paid dues.
Remaining Term	The total count of remaining outstanding dues to be paid.
Days to Time Bar	View the total number of days remaining to reach the time bar end date.

Delinquency Information Section

View the following information in the Delinquency Information section:

In this field:	View this:
Late	Total number of times the account was delinquent for less than 30 days since start date.
30	Total number of times the account was delinquent for over 30 days since start date.
60	Total number of times the account was delinquent for over 60 days since start date.
90	Total number of times the account was delinquent for over 90 days since start date.
120	Total number of times the account was delinquent for over 120 days since start date.
150	Total number of times the account was delinquent for over 150 days since start date.
180	Total number of times the account was delinquent for over 180 days since start date.
Category	The delinquency category.
Days	The number of days delinquent. A negative number in this fields denotes the number of days until a payment is due.
Broken Promises (Life)	Total number of broken promises since the account start date.
Broken Promises (Year)	Total number of broken promises since this year.
Kept Prom­ises (Life)	Total number of fulfilled promises since the account start date excluding Broken and Cancelled Promises.
Kept Prom­ises (Year)	Total number of fulfilled promises since this year excluding Broken and Cancelled Promises.
NSF (Life)	Total number of non sufficient funds since the account start date.
NSF (Year)	Total number of non sufficient funds since this year.
Collector	The default collector working on the account.

Activities Section

View the following information in the Activities section:

In this field:	View this:
Active Dt	The date account was made active.
Last Activity Dt	The date on which most recent activity was performed in the account.
Due Day	The due day for payment.
Last Pmt Amt	The last payment amount.
Customer Grade	The customer grade.
App#	The application number from which this account was created.
Producer	The producer through which the account was sourced.
X-ref	The cross reference number of third party origination system.
Paid Off Dt	The date on which account was paid off. Note: Filed has value only if account has Paid-off condition.
Effective Dt	The date account became effective.
Current Pmt	The current payment amount.
Last Bill Amt	The last bill amount.
Last Pmt Amt	The last payment amount.
Chargeoff Dt	The Date on which account was charged off. Note: This is applicable only if account has Charged-off condition. Else, no value displayed.
Military Duty	If selected, indicates that at the time of billing, the customer was in active military duty and qualifies for rates in accordance with Ser­vice members Civil Relief Act (SCRA) of 2003.
Customer Score	The customer score.
Behaviour Score	The behavior score.

Due Date Change section

The Due Date Change section displays the remaining number of transactions available for the account in the Summary tab. You can view the following information under Due Date Change section.

In this Field:	Do This:
Last Txn Dt	The last date on which the due date was changed.
Rem. Txn. Limit (Life)	Remaining number of due date changes allowed till account clo­sure.
Rem. Txn. Limit (Year)	Remaining number of due date changes in the account for current calendar year.

Extensions section

The Extensions section displays the remaining number of transactions available for the account in the Summary tab. You can view following extension details as per the conditions maintained in the contract.

In this Field:	Do This:
Rem. Txn. Limit (Year)	Remaining number of extensions in the account for current calen­dar year.
Rem. Txn. Limit (Life)	Remaining number of extensions in the account till closure.
Last Txn Dt	The date when last extension was made.
Exten. Gap Rem. (Months)	The number of months remaining before you can post Extensions for an account.

Contract Information

You can view the contract information recorded during the funding process. It’s a display only version of the same information found on the Funding screen’s > Contract screen.

In this Field:	Do This:
Contract Dt	View the contract funded date.
Term	View the contract term.
Rate	View the interest rate.
Maturity Dt	View the contract maturity date.
Credit Limit	View the total credit limit issued.

Collateral Information section

You can view the Collateral Information in this section:

In this field:	View this:
Description	A brief description on the collateral. This is a hyper-link which when clicked opens Collateral Management screen with relevant collateral details.
Identification #	The identification number of the collateral. This is a hyper-link which when clicked takes you to the collateral man­agement screen with the relevant asset details.
Year	The year of manufacture of the collateral.
Asset Class	The asset class of the collateral.
Asset Type	The type of collateral.
Sub Type	The sub type of the collateral.

Customer Information section

On Customer Service screen’s Customer Information section, select the record you want to work with and view the following information:

In this field:	View this:
Customer #	Customer identification number (unique customer identifier).
Name	Customer’s full name.
Relation	Customer’s relationship to the account.
SSN	Customer’s social security number. If the organizational parameter UIX_HIDE_RESTRICTED_DATA is set to Y, this appears as a masked number; for example, XXX-XX-1234.
Birth Dt	Customer’s date of birth.
Gender	Customer’s gender.

Customer Details section

In this field:	View this:
Email	Customer’s e-mail address.
Language	Language spoken by the customer.
Marital Sta­tus	Customer’s marital status.
Disability	Customer’s disability indicator If selected, this indicates that the cus­tomer is disabled.
Skip	Customer’s skip indicator. If selected, this indicates that the customer is a skip debtor. This is selected using the Maintenance screen.
Stop Corre­spondence	Stop correspondence indicator. If selected, Oracle Financial Services Lending and Leasing will not send correspondence to customer. This is selected using the Maintenance screen.
Privacy Opt-Out	Privacy opt-out indicator. If selected, indicates that customer does not want the FI to share his /her information with any other body, other than regulatory requirements. (optional).
Active Mili­tary Duty	Customer’s Active Military Duty indicator. If selected, this indicates that the customer is serving Military Duty. This is selected using the Mainte­nance screen.
Time Zone	Customer’s time zone.

Address Information section

In this field:	View this:
Type	Address type.
Current	If selected, indicates that this is the current address.
Permission to Call	If selected, indicates that you can contact the customer.
Mailing	If selected, indicates that this is the mailing address.
Address	Address details.
Phone	Phone number.

Employment Information section

In this field:	View this:
Type	Address type.
Current	If selected, indicates that this is the current address.
Permission to Call	If selected, indicates that you can contact the customer.
Employer	Employer Details
Address	Address details.
Phone	Phone number.

Telecom Information Section

In this field:	View this:
Type	The type of phone contact such as Home / Office / Car / Mobile phone.
Permission to Call	Permission as either Yes ‘Y’ or No ‘N’ to contact the customer over phone.
Phone	The customer’s phone number.
Extn	The customer’s phone extension.
Time Zone	The customer’s time zone.
Best day to call	Preferred day of the week to contact the customer, if specified.
Best Time To Call	Preferred time to contact the customer, if specified.

Outbound Call History

Displays outbound call statistics with following references:

In this field:	View this:
Today	The total number of outbound calls as of today.
Last 7 days	The total number of outbound calls in the past 7 days.
Last 30 days	The total number of outbound calls in the past 30 days.

Work Order Details

Displays work order details as indicated below:

In this field:	View this:
Work Order #	View the work order number.
Case #	View the case number if associated with the work order.
Work Order Type	View the type of work order.
Vendor	View the vendor to whom the work order is assigned.
Status	View the status of work order.

4.4 Customer Service screen’s Customer Service tab

Open the Customer Service screen and load the account you want to work with. Click the Customer Service tab to view the sections under it.

4.4.1 Call Activities sub tab

Call activity section includes calls from customer, calls you make regarding the account or changes to the condition of the account. Entries in the Call Activities section are listed in reverse chronological order of follow-up date.

Each action and result has a code and description. The code for the call action and call result is what appears on the Call Activity sub screen. The Call activity action codes (Action field) and call activity results codes (Results field) are user-defined.

The Call Activities sub tab displays all the call activities defined by users in both “Customer Service > Call Activities tab” and in “Right Hand Splitter > Add Call Activity section”.

4.4.1.1 Recording a Call Activity

To record a call activity

1. Open the Customer Service screen and load the account you want to work with.
2. Click Customer Service sub tab and then click Call Activities tab under it. Click Add. The system displays the following screen.

   

3. You can complete the following optional fields:
4. Perform any of the Basic Operations mentioned in Navigation chapter.

   In this field:	Do this:
   Dt	System defaults the current date.
   Action	Select the action performed from the drop-down list.
   Result	Select the result of the action from the drop-down list. Depending on the action selected, filtered results are displayed for selection.
   Contact	Select who person you contacted from the drop-down list.
   Reason	Select the reason for the communication from the drop-down list.
   Promise Date	Select the promise date from the adjoining calendar.
   Promise Amt	Specify the promise amount.
   Condition	Select the condition or queue type from the drop-down list. The list displays a combination of all the possible conditions depending on the action and result selected along with any open conditions applicable on the account. You can select ‘None’ if there are no specific conditions.
   Appointment	Check this box to take an appointment. If Appointment is checked, then system allows you to select date and appointment time as per customer request. If appointment flag is not checked, then you can only enter the date with date picker.
   Followup Dt	Specify the next follow-up date. Based on this date, system auto­matically adds the account in queue for follow-up.
   Time Zone	Select the time zone of the customer.
   Group Followup	Check this box to enable group followup.
   Comment	Specify additional information of the call activity, if any.

5. Perform any of the Basic Actions mentioned in Navigation chapter.
6. Click to Save and Add to add a new record. Click to Save and Return to return to the main screen. The system creates two entries on Customer Service screen for the call activity.

The codes for Action and Result appear as a record on the Customer Service screen, under Call Activities tab. The description for Action and Result appear as a system generated comment on the Customer Service screen, under Comments tab. If the account is delinquent, then the delinquency days is also appended in the system generated comment.

4.4.1.2 Making an Appointment

The Appointment box on Call Activities section enables you to schedule an account to appear in a particular queue at a future date and time. When you make an appointment, account will appear in the front of queue listed in the Conditions field at the time listed in the Follow Up Dt field.

In order to view the account, you must be working in that queue at follow up time. Refer the ‘Recording a Call Activity section’.

To make an appointment

1. Open Customer Service screen and load the account you want to work with.
2. Click Customer Service sub tab and then click Call Activities tab under it.
3. Click Add and specify the field details on Call Activities section (Refer, Recording a call activity section).
4. In Condition field, select the condition for queue you want the account to appear in.
5. In Follow Up Dt field, select the date and time you want account to appear using the calendar. This can be either current day or a day in future.
6. Select the Appn’mt box.
7. Click Save And Add / Save And Return.

If account is not worked within the queue on day of the appointment, nightly jobs will cancel the appointment. If the account’s queue condition changes during nightly batch jobs, the outstanding appointments are cancelled.

4.4.1.3 Cancelling an Appointment

Using the Call Activities screen, you can cancel an appointment for an account. The account will still appear in the queue on follow up date, but no longer receive a priority.

To cancel an appointment

1. Open Customer Service screen and load the account you want to work with.
2. Click Customer Service sub tab and then click Call Activities tab under it.

Click Add. The system displays Call Activities screen. If you need to change time for the appointment, create a new entry on account’s Call Activities section with the same condition, but enter a new follow up date. If you need to cancel the appointment, create a new entry on account’s Call Activities section with same condition, but don’t check the Appointment check box.
(To create a new entry, refer Recording a Call Activity section.)

3. Click Save.

4.4.1.4 Recording a Promise to Pay

If you record an action on Call Activities screen as a ‘promise to pay’, it appears as a record on the Account Details screen’s Promises section. The Promises section enables you to quickly view these actions without searching for them individually.

To record a promise to pay

1. Open Customer Service screen and load the account you want to work with.
2. Click Customer Service sub tab and then click Call Activities tab under it.
3. Click Add. The system displays the Call Activities screen. In Action field, select the action which is already performed, such as DC - Dealer Called
4. In the Result field, select a result involving a promise to pay, such as PP - PROMISE TO PAY.
5. You can complete the following optional fields:

   In this field:	Do this:
   Contact	Select the contact type. (Who was the person you communicated with?).
   Reason	Select the reason, as stated by the contacted person. (What is the reason for this contact?).

6. In the Promise Dt field, record date when the person you spoke with promises to make payment.
7. In the Promise Amt field, record amount of payment the person you spoke with promises to pay.
8. In the Condition field, select the condition or queue type.
9. In the Follow up Dt field, enter next follow-up date for the promise-to-pay or accept the default date.
10. Click Save. The system automatically notes this information as an entry on the Promises and Comments sub screens.

Note

If payment amount is within the tolerance limit, promise is considered to be kept. If the pay­ment amount is not within tolerance limit, promise is considered to be broken.

4.4.1.5 Cancelling a Promise to Pay

Oracle Financial Services Lending and Leasing enables you to cancel promises to pay using the Account Detail’s screen Call Activities section. You might do this when a customer informs you prior to the promise date that he or she cannot make the payment.

To cancel the existing promise to pay

1. Open the Customer Service screen and load the account you want to work with.
2. Click Customer Service sub tab and then click Call Activities tab under it.
3. Click Add. The system displays the Call Activities screen.
4. Select the call activity entry for the promise to pay you want to cancel.

Click the Cancel box. The promise is marked as cancelled and will not be considered when processing promises; in other words, it will not be counted as either satisfied or broken.

4.4.1.6 Posting Offline Call Activities

The system facilitates posting of offline call activities against an account.

To Post Offline Call Activities:

1. The source file is provided in CSV format (pre-determined for fields & size). Each field in the file is separated by a comma (,) and each line is separated by return (New Line).
2. A batch job Offline call activity posting, loads the provided flat file in the specified format and system will process it line by line.
3. For each line, the system posts Call Action Code and the corresponding Call Result Code, for a given account number with SYSDATE.
4. The system will perform respective call activities and sets the follow-up date as SYSDATE + Follow up Days (As provided in the feed file)
5. During offline call activity, you can specify comments, if any, in the comments field. The system defaults comments received from offline call activity in the comments section sub tab under Customer Service screen.
6. During offline call activity, you can also include the alert flag as ‘Y’ or ‘N’ for a comment as the last parameter (i.e. after comments and separated by a comma). Oracle Financial Services Lending and Leasing recognizes this comment as an alert and displays in Customer Service > Summary Tab, in Alerts section.

4.4.2 Maintenance sub tab

The Customer Service screen’s Maintenance screen acts as a single command stations that enables you to post a wide array of monetary and non monetary transactions for any given account. Transaction available is based on the account’s Line of credit produce and the user’s responsibility. This section explains how to complete the following tasks:

Monetary tasks

Line of Credit:

• Apply, adjust, or waive servicing expenses
• Adjust or waive late charges
• Adjust or waive non-sufficient funds
• Apply, adjust, or waive repossession expenses
• Apply, adjust, or waive bankruptcy expenses
• Apply or adjust phone pay fees
• Change an index/margin rate
• Apply, adjust, or cancel financed insurance
• Payoff an account
• Charge-off an account/Do Not Charge-Off an account.
• Close an account
• Indicate a borrower as on or off active military duty
• Post a credit limit
• Activate, adjust, cancel, or waive a credit insurance disability
• Activate, adjust, cancel, or waive a credit insurance life
• Adjust or waive an advance transaction fee
• Adjust or waive a membership fee
• Adjust or waive an over limit fee
• Adjust, charge-off, or waive the advance/principal balance
• Adjust the interest balance
• Stop interest accrual

Non-Monetary tasks

Line of credit:

• Update a customer’s name
• Maintain customer details
• Mark a customer as a skipped debtor
• Change a customer’s Privacy Opt-Out indicator
• Stop correspondence
• Modify financed insurance information
• Start or stop an ACH
• Reprint a statement (batch only)
• Add or stop servicing of accounts with post dated checks as a repayment method
• Adjust Dealer Compensation

The system enables you to post a monetary transaction immediately or submit it for nightly processing. The transaction is identified as either a ‘real-time’ or nightly batch transaction in Oracle Financial Services Lending and Leasing’s transaction setup codes. The system also enables you to cancel the future dated transactions or transactions those have been submitted for nightly processing. All activities in the account, including who performed it, date and time stamp, are captured in the audit trail.

4.4.2.1 Creating Monetary and Non monetary Transactions

All monetary and non monetary tasks listed in the appendix Transaction Parameters are available for use on Maintenance screen. Each task requires a Transaction value and a Parameter value.

To use the Maintenance screen to complete monetary transaction

1. Open Customer Service screen and load the account you want to work with.
2. Click Customer Service sub tab and then click Maintenance tab under it.

   

3. On the Maintenance screen’s Action section, click AddIn the Transaction Batch Information Section section:

• Select the Monetary box to complete a monetary transaction.

-or-

• Clear the Monetary box to complete a non monetary transaction.

4. In the Transaction field, select transaction for the task you want to complete. Transaction availability depends on the type of Line of credit account, whether the transaction is monetary or non monetary, and user responsibility.

Note that, during set up, all transactions are configured to be processed either in real time or as a batch transaction. Accordingly, the ‘Batch’ check box is selected only if the selected transaction is to be performed through batch execution.

5. Click Load Parameters.
6. Specify all the required parameter values and click Post.
   The system displays result (success or failure) in the Results section.

You can cancel a transaction by selecting the record and clicking Void. The parameter ‘TPE_TXN_POST_DEFAULT_GLDATE’ is used to default the transaction date to GL date. If the ‘Default Transaction Date to GL Date’ is Yes, then GL date will be defaulted as transaction date. If the value is ‘No’, then the transaction date will not be defaulted and you can specify the transaction date manually.

When transaction date is not equal to or less than the system date, transaction is considered to be back dated. System Date is ‘OFSLL System Date’ which is the GL Date. When user posts the back dated transaction, system displays warning message as “Confirm to post the back dated transaction” with YES/NO. If user selects 'Yes', then transaction proceeds. If user selects 'No', then the transaction gets cancelled.

System displays back dated posting warning message only if the parameter ‘TPE_SHOW_BACKDATE_WARNING’ is set to ‘Y’

When an ‘ON MILITARY DUTY TRANSACTION’ is posted in an account:

• The system restricts users from bankruptcy /repossession/foreclosure conditions.
• System posts DO NOT CHARGE OFF condition on that account to exclude the account from Auto Charge Off process.
• The DO NOT CHARGE OFF condition is removed when 'OFF Military Duty' transaction is posted.

4.4.3 Comments sub tab

Oracle Financial Services Lending and Leasing enables you to record/delete comments on the Customer Service screen using Comments tab. These comments also appear under the Comments sub tab.

All the user added Comments in either Customer Service > Comments tab or in Right Hand Splitter > Add Comment section, are displayed in the Comments sub tab including system generated comments.

4.4.3.1 Recording an Additional Comment

To record an additional comment

1. Open the Customer Service screen and load the account you want to work with.
2. Click Customer Service sub tab and then click Comments tab under it.
3. Click Add. The system displays the Comments screen.

   

4. If you want to tag this comment as important, select the Alert box. If selected, the comment appears on Customer Service screen’s Alerts section, after Save.
5. In the Type field, select what type of comment you are adding.
6. In the Sub Type field, select what sub type of comment you are adding.
7. In the Comment field, specify your comment.
8. Click Save and Add to add a new record. Click Save and Return to return to the main screen.

Comments can be viewed under the Comments tab View the following:

In this field:	View this:
Alert	If selected, Oracle Financial Services Lending and Leasing to recog­nizes this comment as an alert and displays in Customer Service > Summary Tab, in Alerts section.
Type	The type of comment.
SubType	The sub type of comment.
Comment	The text message entered in the Add Comments section.
Comment By	The user ID of person who entered comment in the Add Comments section.
Comment Dt	The date on which comment was entered in the Add Comments sec­tion.

4.4.3.2 Deleting Comment(s)

You can delete ‘REGULAR’ type comments displayed in the Comments sub tab.

To delete a comment

1. Open the Customer Service screen and load the account you want to work with.
2. Click Customer Service sub tab and then click Comments tab under it.
3. Select the row which consists of the comment and click Delete from the actions.
4. Click ‘Yes’ to confirm delete in the warning message displayed.

4.4.4 Promises sub tab

The system automatically updates promise to pay request information as an entry under the Promises sub tab based on value defined in parameter at setup level.

In this field:	View this:
Promise Amt	The amount promised.
Promise Dt	The date by which customer promises to pay the said amount.
Taken By	The user who took promise.
Taken Dt	The date promise was taken.
Collected Amt	The amount collected against the promise.
Broken ind	If ‘Y’, indicates that this is a broken promise.
Cancelled	If ‘Y’, indicates that this is a cancelled promise

If a call was recorded as a Promise to Pay on the Call Activities section, it will appear under the Promises sub tab. The Promises sub tab enables you to quickly view details about the call and subsequent actions and displays 25 most recent promises to pay.

A promise is considered to be broken in either of the following conditions:

• If system does not receive the promised amount ‘ON or Before’ the promised date.
• If a payment is received but the paid amount is not up to the tolerance limit, as defined in Setup > Contract screen.

System automatically updates the consolidated status of all promises in Customer Service > Summary tab, ‘Delinquency Information’ section. View the following information in the Promises sub tab.

Create Multiple Promises

In the Promises sub tab, you can capture more than one Promise at a go and track all promises, instead of adding multiple call activities to capture multiple promises.

To record multiple promises related to call activity, Click Create Multiple Promises. The system displays the ‘Promises’ section with the following fields:

In this field:	View this:
Action	Select the type of action from the drop-down list.
Result	Select the required result of action from the drop-down list. The Result field drop-down list displays only “Promise to Pay” related results based on the action selected.
Contact	Select the type of person you contacted from the drop-down list.
Reason	Based on the account condition and the reason stated by the contact, select the appropriate reason from the drop-down list.
Promise St Dt	Select the date from which the first promise is made from the adjoining calendar icon.
Frequency	Select the frequency of payment from the drop-down list.
Promise Amt	Specify the amount promised by the contact. Ensure that you do not enter zero or a decimal value.
No. of Prom­ises	Specify the total number of promises made by the con­tact. A minimum of one promise need to exist.
Appointment	Select the check box if a prior appointment is to be taken for future follow-up.
Comment	Specify additional details of the promise, if any.

Click Create to record the promise details. Based on the number of promises, equivalent records are created in the section below with the following information:

In this field:	View this:
Promise Dt	The first record indicates the promise start date and subsequent records will have dates incremented based on frequency and number of promises.
Promise Amt	View the amount promised.
Reason	Indicates the reason stated by the contact.
Contact	Indicates the contact selected.
FollowUp Dt	Indicates the followup date which is auto calculated by the system by adding 2-3 additional days from the promise date.
Appointment	Indicates if a prior appointment is required for future follow-up.
Comment	Specify additional details of the promise, if any.

If required, You can further modify the details of each record.

Click Save and Return. The recorded promises are populated in Call Activities tab for tracking.

For more information on Call Activities, refer Customer Service > Call Activities sub tab section.

4.4.5 Checklists sub tab

In this field:	View this:
Promise Amt	The amount promised.
Promise Dt	The date by which customer promises to pay the said amount.
Taken By	The user who took promise.
Taken Dt	The date promise was taken.
Collected Amt	The amount collected against the promise.
Broken	If selected, indicates that this is a broken promise.
Cancelled	If selected, indicates that this is a cancelled promise

Oracle Financial Services Lending and Leasing enables you to use checklist to ensure that procedures are followed to complete various tasks. This instructional information appears under the Checklist sub tab.

4.4.5.1 Completing a Checklist for an Account

To complete a checklist for an account

1. Open the Customer Service screen and load the account you want to work with.
2. Click Customer Service tab, Click Checklist sub tab.

   

3. In the Check List Type field, select the type of checklist you want to complete and then click Load Checklist. The system loads checklist in the Checklist and Checklist Action sections.
4. Under Action - Regular tab, Click Edit. In the Action field, select an action you want to complete.
5. Under Action - Document tab, Click Edit. In Document tab, you can track documents pertaining to the checklist type and update the status.
6. Note your work with the Yes/No/NA option buttons. You can also add comments to each action on the checklist in the Comment column.
7. Click Save and Add to add a new record. Click Save and Return to return to the main screen.

4.4.6 Tracking Attributes sub tab

The Tracking Attributes screen enables you to link information to an account that is not tracked by default in the system, but is part of your company’s business practices; for example, the location of important documents, how customers receive pay checks, or the hint questions for remembering a PIN. Such attributes are defined during system setup.

To use the Customer Service screen’s Tracking Attributes screen

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Customer Service tab, then click Tracking Attributes sub tab.
3. Click Load Tracking. The system loads the tracking parameters.

   

4. Complete Tracking section by entering the requested parameter in the Value field.
5. Save any changes you made to the account.

4.4.7 Field Investigation Sub Tab

The Field Investigation sub tab allows you to record the field investigation details for further processing. Field investigation primarily consists of verifying cusotmer’s contact points and the other details to be verified such as address, employment, asset etc through a specific verifying agency.

To record field investigation and create work-order

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Customer Service tab, then click Field Investigation sub tab.

   

3. In Field Investigation section, perform any of the Basic Operations mentioned in Navigation chapter.

A brief description of the fields are given below:

Field	Do this
Customer	Select the customer attached to the account from the adjoining drop-down list
Verification Type	Select the field verification type from the adjoining drop-down list.
Verification Agency	Select the verification agency from the adjoining drop-down list.
Status	Select the field verification status from the adjoining drop-down list.
Spoke to	Specify the name of the person contacted during field verification.
Call Dt	Select the date when the customer was contacted from the adjoin­ing calendar.
# of Attempts	Specify the number of attempts made to contact the customer.
Result	Select the field verification result from the adjoining drop-down list

4. Perform any of the Basic Actions mentioned in Navigation chapter.
5. In Verification Details section, perform any of the Basic Operations mentioned in Navigation chapter.

A brief description of the fields are given below:

Field	Do this
Remarks	Specify remarks, if any regarding the field verification.
Verification Match	Check the box if the verification has matched.

6. Perform any of the Basic Actions mentioned in Navigation chapter.

4.4.8 References sub tab

The References sub tab enables you to view/add/edit references attached to the account during Line of credit origination cycle.

To use the Customer Service screen’s References screen

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Customer Service tab, then click References sub tab.
3. Click Add.

   

Specify the following details:

In this field:	Specify this:
Relationship	Referee's relationship with borrower.
Name	Referee's name and details in the following fields.
Status	Select the status of the reference as either ‘Active’ or ‘Inactive’ from the drop-down list.
Country	The country.
Address	The address line.
Zip	The zip code.
Zip Extn	The zip code extension
City	The city.
State	The state.
Years	Number of years that the reference is known by the borrower.
Months	The number of months that the reference is known by the borrower.
Phone	The reference’s primary phone number.
Extn	The reference’s primary phone extension.
Permission to call	Check this box if customer has provided permission to contact through the specified phone number. When selected, system auto validates this option against the phone number specified. Atleast one phone number should have the per­mission to call for successful pre-qualification of the account. Else, an error message is displayed.
Phone	The reference’s secondary phone number.
Extn	The reference’s secondary phone extension.
Permission to call	Check this box if customer has provided permission to contact through the specified phone number. When selected, system auto validates this option against the phone number specified. Atleast one phone number should have the per­mission to call for successful pre-qualification of the account. Else, an error message is displayed.
Comment	The comments regarding the reference.

4. Click Save and Add to add a new record. Click Save and Return to return to the main screen.

Note

You can also post a non-monetary transaction to add or modify contact reference details. For more details, refer to Appendix - ‘Transaction Parameters’ chapter. For references up­dated through the Customer Service screen, system automatically appends a comment as 'Direct Update' while posting the respective transactions.

4.4.9 Correspondence sub tab

Ad-hoc correspondence enables you to include information from accounts in document templates you create yourself without manually transferring the data. Ad-hoc documents can be generated as either Microsoft Word or PDF files.

Ad-hoc correspondence can be viewed on the Correspondence screen when you have opened an account. The screen enables you to generate a new letter or view a previously generated letter.

To generate an ad hoc correspondence

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Customer Service tab, then click Correspondence sub tab.

   

3. In the Correspondence section, click Add. In the Correspondence section, use Correspondence field to select type of correspondence you want to generate. The system displays following information in the Correspondence screen for selected type of correspondence:

   In this field:	View this:
   Id	The correspondence id.
   Correspondence	The correspondence which is to be generated.
   Date	The correspondence generation date.

4. In the Correspondence section, click Save. The Documents section displays all types of documents available for the type of correspondence you selected.
5. In the Documents section, click View.View the following information for each document:

   In this field:	View this:
   Document Id	The document Id.
   Document	The document description.
   Recipient	The recipient description.
   E-Form Source	The e-form source.
   Source Type	The source type.
   Generated	’Y’ indicates that Oracle Financial Services Lending and Leasing generated the document.
   Selected	’Y’ indicates that this document is selected to be included in the correspondence.

6. In the Documents section, select the correspondence you want to view.
7. The Document Elements section displays elements of the system used to generate correspondence.
8. Click All to view all elements in the correspondence.

- or -

9. Click User Defined, to view user-defined elements in the correspondence. In the Document Elements section, view the following information:

   In this field:	Do this:
   Element Type	View the document element type.
   Element	View the element description.
   Content	Enter/view value of the element.

10. In the Document Elements section, click User Defined and complete Content fields for Element fields you want to include in the correspondence.
11. In the Document Elements section, click Save.
12. In the Document Elements section, click View.

The system displays a PDF of the ad hoc correspondence.

4.4.9.1 Recipient Details Sub Tab

The recipient details sub tab facilitates you to send ad-hoc correspondence to Customers, Producers, and Others as an email.

To add recipient details

1. Open the the Customer Service screen and load the account you want to work with.
2. Click Correspondence > Recipient Details.
3. Perform any of the Basic Operations mentioned in Navigation chapter.

A brief description of the fields is given below:

Field:	Do this:
Recipient	Select the recipient from the drop-down list. The list displays the following options: - Applicant - Customer - Producer - Others
Mode	Select the mode of correspondence from the drop-down list. The list displays the following options: - Fax - Email
Type	Based on the recipient selected, the following type of correspond­ence is listed for selection: When the recipient is selected as Customer / Producer, the Type is defaulted as ‘Email’ and associated email ID is selected for cor­respondence. You can also change the Type to ‘Adhoc’ and spec­ify the required email ID. When the recipient is selected as ‘Others’ you can specify the email ID in Type field for correspondence.
FAX/Email	View the status of FAX/Email selected.
Comments	Specify additional information as comments.

4. In the Recipient Details section, click Save.
5. Click Send to email the correspondence details to the specified recipients.

System validates the correspondence details and generates a PDF document through BI Publisher with the Correspondence details. The same is emailed to the specified recipient as an attachment and a system generated comment is updated in ‘Comments’ Tab. The correspondence consists of following header details::

Alert	Type & Subtype	Comment	Comment By	Comment Date
N	System Generated	<Type> <Correspondence type> sent to <Recipient Type> through < Mode> to <'Email' id>	Logged in user	Current System date with time stamp

4.4.10 Letters sub tab

The Oracle Financial Services Lending and Leasing Customer Service screen’s correspondence address matters regarding customer service and collections for accounts. They also enable financial organizations to manage bulk mailings. The Letters screen enables you to create and view the following types of correspondence:

• Welcome letter
• Paid in Full letter
• PayOff quote letter
• Rate change intimation letter
• PDC renewal letter

• Servicing:
  • Pay Off quote letter
  • PDC renewal letter

You can view format of all the above letter types by clicking ‘View Letter’ button. In case, the correspondence to a particular customer has been stopped using the Maintenance, ‘View Letter’ button will not be displayed and only Letters screen will be available.

To use the Letters screen

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Customer Service tab, then click Letters sub tab.

   

Recipient Details

In the Recipient Details section, you can maintain the recipient details to whom the letter should be sent. You can specify the following recipient details:

Field:	Do this:
Recipient	Select the recipient from the drop-down list. The list displays the following options: - Applicant - Customer - Producer - Others
Mode	Select the mode of correspondence from the drop-down list. The list displays the following options: - Fax - Email
Type	Based on the recipient selected, the following type of correspond­ence is listed for selection: When the recipient is selected as Customer / Producer, the Type is defaulted as ‘Email’ and associated email ID is selected for cor­respondence. You can also change the Type to ‘Adhoc’ and spec­ify the required email ID. When the recipient is selected as ‘Others’ you can specify the email ID in Type field for correspondence.
FAX/Email	View the status of FAX/Email selected.
Comments	Specify additional information as comments.

3. In the Recipient Details section, click Save.
4. Click Send to email the correspondence details to the specified recipients.

System validates the correspondence details and generates a PDF document through BI Publisher with the Correspondence details. The same is emailed to the specified recipient as an attachment and a system generated comment is updated in ‘Comments’ Tab. The correspondence consists of following header details:

Alert	Type & Subtype	Comment	Comment By	Comment Date
N	System Generated	<Type> <Correspondence type> sent to <Recipient Type> through < Mode> to <'Email' id>	Logged in user	Current System date with time stamp

4.4.10.1 Servicing: Payoff Quote

The predefined Payoff Quote is sent if a payoff quote is requested for an account. Payoff quotes can be manually generated using Maintenance screen on the Customer Service screen with the monetary Payoff Quote transaction.

To generate a payoff quote letter

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Customer Service tab, then click Letters sub tab.
3. On the Letters section, select Payoff Quote Letter.
4. Click View Letter to generate Payoff Quote Letter.

   

4.4.10.2 Servicing: Rate Change Intimation Letter

For line of credits with interest rates based on index- it is standard practice to inform the borrower about upcoming interest rate changes due to a change in the rate index. Oracle Financial Services Lending and Leasing can print pre-rate change intimation letters both automatically and manually. The Rate Change Intimation letter informs borrowers that their rate index has changed. All borrowers with the changed index may receive a rate revision on the extn rate change, which is due after X days (X is a company parameter that can be set with pre-process days).

The Rate Change Intimation letter is available only for variable rate line of credits.

To generate the Rate Change Intimation letter

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Customer Service tab, then click Letters sub tab.
3. On the Letters section, select Rate Change Intimation Letter.
4. Click View Letter to generate Rate Change Intimation Letter .

   

4.4.11 Document Tracking sub tab

You can view the documents attached to a particular account by loading the account on Customer Service screen, then clicking the Document Tracking sub tab. You can also open the Document Tracking screen and select from a list of all accounts with documents attached on the Document Tracking screen.

To use the Document Tracking screen

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Customer Service tab, then click Document Tracking sub tab.

   

3. In the Documents section, select the document you want to view and view the following information:

   In this field:	Do this:
   Document Type	View the document type.
   Comment	Specify comment.

4. In the Account Document Details section, select the document you want to view and click Show in the Details column.
5. In the Account Document Details section, click View to view the following information:

   In this field:	Do this:
   Document Type	View the document type.
   Document Sub Type	View the document sub type.
   Version	View the version. Version numbers will be incremental by batch job, first version will start with 1.0.
   Page #	View the page number. In multiple paged documents, choose 1 in the Page # field on Account Document Details section to view all the pages in the document. Choose a specific page number to view only that page.
   Document File Type	View the document file type.
   Status	View the status of the document.
   Tracker #	View the tracking number of the document.
   Docket #	View the docket number of the document.
   Location	View the location of the document.
   Received Dt	View the received date of the document.
   Effective Dt	View the effective date of the document.
   Expiry Dt	View the expiration date of the document.
   Comment	Specify comment.

6. Click View Document. The system opens a File Download dialog box.

• Click Open to view the document in the browser screen

-or-

• Click Save to download the document to a location of your choice.

7. If you want, add comments to the Comments field in the Documents and Account Document Details sections.
8. Save your entry.

4.4.12 Access History

The Access History tab in Customer Service screen displays the list of users who have accessed a particular account in Oracle Financial Services Lending and Leasing application.

Irrespective of the action performed on the account or the way through which the account is accessed such as using search, queue/conditions, review requests and so on, system records every access and displays the user details in ‘Account Access History’ section.

Starting with the last user, the Account Access History section displays the list in descending order along with their logged-in User ID (Accessed By), date and time (Access Dt) of login in separate columns.

To view the account access history

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Customer Service tab, then click Access History sub tab.

   

You can click (refresh) to fetch the latest data.

4.5 Customer Service screen’s Account Details tab

Open the Customer Service screen and load the account you want to work with. Click the Account Details tab to view the sections under it.

4.5.1 Account Details sub tab

Oracle Financial Services Lending and Leasing enables you to view account details using Account Details sub tab.

In the Account Information section click View.

View the following information for Line of credit servicing product.

In this field:	View this:
Stop Accrual	If selected, indicates that the accrual has been stopped for the account.
Index Type	The index type.
Index Rate	The current index rate.
Margin Rat	The current margin rate.
Rate	The current rate.
Last Rate Change Dt	The last Rate change date.
Accural Start Dt	The accural start date.
Last Accural Dt	The last accural date.
Rate Start of the Year	The start rate of the year.
# of Rate changes (Year)	The number of times rate changes are granted (year).
# of Rate changes (Life)	The number of times rate changes are granted (life).
Extn and Due Dates
# of Extensions (Year)	The number of times extensions granted (year).
# of Extensions (Life)	The number of times extensions granted (life).
# of Extension Term (Year)	The number of terms extensions granted (year).
# of Extension Term (Life)	The number of terms extensions granted (life).
# of Due Day Changes (Year	The number of due day changes allowed in a year.
# of Due Day Changes (Life)	The number of due day changes allowed in a life of an account.
Last Extn Dt	The last extn date.
Due Day Change Dt	The due day change date.
Credit Details
Credit Limit	Total credit limit.
Hold (-)	Held credit limit.
Consumed (-)	Consumed credit limit.
Suspended(-)	Suspended credit limit.
Available Credit (=)	Available credit limit.
Over Limit Year	Overlimit granted (year).
Over Limit Life	Over limit granted (life).
Last Advance Dt	The last advance date
Last Advance Amt	The last advance amount
Cure Letter - This section displays the ‘Cure Letter’ details if it has been issued on the account on nonconforming to certain terms that are in violation of obligations and which are to be fixed within the time provided in cure letter.
Start Date	Displays the start date mentioned in Cure letter.
Expiry Date	Displays the date when the Cure notice expires.
Others
Stmt preference mode	The account statement preference mode (Email or PHYSICAL) as defined in Origination > Contract screen is displayed here.
Time Bar Details - System considers those accounts which are in ACTIVE or CHARGED OFF status and having dues, as time barred debts and displays the follow­ing time bar details:
Start Date	View the time bar start date which is the last payment date made on the account. The time bar years is calcu­lated starting from this date.
End Date	View the time bar end date. System calculates this date from the start date till the total time bar years specified in Setup > Products > Contract screen.
Days to Time Bar	View the total number of days remaining to reach the time bar end date.

4.5.2 Statements sub tab

The Statements screen contains three display only sections. The Statements section displays a list of all statements generated during life of the account. The Transaction section displays monetary transactions applied to the account from closing date of the previous statement through closing date of the current statement. The Messages section displays user-defined message that appears in the statement.

To view the Statements screen

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Account Details tab, then click Statements sub tab.

   

3. In the Statements section, click View.
4. View the following information:

   In this field:	View:
   Closing Dt	The statement closing date.
   Due Dt	The statement due date.
   Generation Dt	The statement generation date.

In the Statements Details section, select the statement you to view and click View.

5. View the following:

   In this field:	View:
   Previous Balance(+)	The previous existing balance.
   New Advances(+)	New advances allowed.
   Fees(+)	Fees charged.
   Finance Charge(+)	Applicable Financial charges.
   Other charges	Applicable other charges.
   Payment/Credits	Payments or credits issued.
   New Bal Amt	New balance amount available.
   Past Due Amt	Past due amount existing.
   Minimum Due	Minimum due amount to be paid.
   Credit Limit	Total credit limit issued.
   Credit Available	Total available credit limit.
   Avg Daily Balance	Average daily balance in account.
   Daily Periodic Rate	Daily periodic expense rate.
   Annual Rate	Annual rate on the account.
   Days in Cycle	Total number of accounted days.

6. Click Transactions sub tab and click View
7. View the following information:

   In this field:	View:
   Txn Dt	The transaction effective date.
   Transaction Type	The type of transaction.
   Amount	The transaction amount.

Click Messages sub tab and click View.

8. View the following information:

   In this field:	View:
   Sequence	The sequence number.
   Message	The message.

4.5.3 Rate Schedule sub tab

The Rate Schedule section contains information about rate adjustments, such as the sequence and number of adjustments.

To view the Rate Schedule screen

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Account Details tab, then click Rate Schedule sub tab.

   

The Rate Schedule section only applies to variable rate loans.

3. In Rate Schedule section, click View.
4. View the following information:

   In this field:	View this:
   Seq	The sequence number for rate adjustment.
   Adjustment Frequency Type	The rate adjustment frequency type.
   Period	The rate adjustment period for the frequency.
   # of Adjustments	The number of rate adjustments for the frequency.

4.5.4 Insurances sub tab

If insurance information was entered on Funding screen during Line of credit origination, you can view financed insurance information on the Customer Service screen’s Insurances screen. The Insurances screen displays the details of all financed insurances, including cancellation and refund information whenever applicable. It also displays the insurances that were financed after funding of Line of credit using the Customer Service screen’s Maintenance screen.

To view the Insurances screen

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Account Details tab, then click Insurances sub tab.

   

3. On the Insurances screen, view the following information in Insurance Information section:

   In this field:	View:
   Contractual	If selected, indicates that the insurance policy is required by contract.
   Insurance Type	The insurance type.
   Company	The insurance company.
   Policy#	The insurance policy number.
   Effective Dt	The insurance effective date.
   Premium Amt	The insurance premium amount.
   Term	The insurance term.
   Status	The insurance status.

Click View and view the following information:

In this field:	View:
Policy Information section:
Contractual	If selected, indicates that the insurance policy is required by contract.
Insurance Type	The insurance type.
Insurance Plan	The insurance plan.
Company	The insurance company.
Policy#	The insurance policy number.
Effective Dt	The insurance effective date.
Premium Amt	The insurance premium amount.
Commission Rule	The rule of commission.
Primary Beneficiary	The primary beneficiary of the insurance.
Secondary Benefi­ciary	The secondary beneficiary of the insurance.
Status	The status.
Sub Status	The sub status.
Insurance Mode	The insurance mode.
Phone	The insurance company’s primary phone number.
Phone 2	The insurance company’s alternate phone number.
Itemization	The contract itemization.
Expiry Dt	The insurance expiry date.
Term	The term of insurance.
Commission Amt	The insurance commission amount.
Comments	The comments regarding the insurance policy.
Cancellation/Refund section:
Policy Cancellation Dt	The insurance cancellation date.
Refund Allowed	If selected, a refund is allowed. A selected box indicates that the insurance premium can be rebated to the cus­tomer in case of early payoff.
Grace Days Cancella­tion Fee Allowed	If selected, indicates that cancellation fees during grace period is allowed.
Cancellation Fees	View amount of the cancellation fee to be charged when the insurance is cancelled.
Complete Refund	If selected, a complete refund is allowed.
Term Remaining	The remaining term on the insurance at cancellation.
Refund Calculation Method	The refund calculation method.
Grace Days	View the number of grace days allowed for cancellation without charging a cancellation fee.
Estimated Refund Amt	The estimated insurance refund.
Received Refund Amt	The insurance refund received.
Itemization	The contract itemization.

4. In the Insurance Tracking section, click Create Tracking. The system loads insurance tracking parameters in the Insurance Tracking section.
5. If you want to reduce the list of parameters, select a sub attribute in the unlabelled Sub Attribute box next to Create Tracking button.
   If your system has been configured to use the Sub Attribute field, only attributes in a particular group appear in the parameter display.
6. Click Edit and complete the Parameter and Value fields.
7. Click Save.

4.5.5 Condition Details sub tab

The Customer Service screen’s Condition Details tab displays the detailed log report of Account Vs Queue configuration changes i.e. every time an account has been changed from one queue/user/condition to another.

To view Condition Details

1. Open the Customer Service screen and load the account you want to work with.
2. Click Account Details tab, then click Condition Details sub tab.

   

The Condition Details tab is further categorized into following sections:

• Condition/Queue
• Condition/Queue History

Condition/Queue

The Condition/Queue section displays the closed Conditions, Queues and User changes which were defined initially and later re-assigned to different Queues with Hard Assigned Users.

A current active Condition can be opened in any of the following cases:

• When a Call Activity is posted with Conditions on account
• When Conditions are posted by specific batch events
• When Conditions are posted by specific transactions (For example, Borrower on Military duty)

The Condition/Queue section displays the following information:

• User (Current Queue Assigned User If any)
• Responsibility (Current User Responsibility)
• Account Condition
• Queue Description
• Condition Start Dt
• Queue Start Dt
• User Start Dt

Condition/Queue History

The Condition/Queue section displays only the closed Conditions which were defined on the account and later was re-assigned to different Queues with Hard Assigned Users.

The Condition/Queue History section displays the following information:

• User (Old Queue Assigned User If any)
• Responsibility (Old User Responsibility)
• Account Condition
• Queue Description
• Start Date
• End Date
• Changed Date
• Change Reason
• Reason (specified in Queue Assignment tab)

In the Condition/Queue History section, select the required record and click ‘View’.

4.5.6 Contract Information sub tab

The Customer Service screen Contract sub tab enables you to view contract and truth-in-lending information recorded during the funding process. It’s a display only version of the same information found on the Funding screen’s Contract screen.

To view an account’s contract information

1. Open the Customer Service screen and load the account you want to work with.
2. Click Account Details tab, then click Contract Information sub tab.

   

3. Line of credit Use the following sub tabs to view more information about the contract, if available:

• Contract
• Repayment
• Itemization
• Trade-In
• Insurances
• ESC
• Compensation
• Subvention
• Proceeds
• Disbursements
• Fees
• ACH
• Coupon
• PDC
• References
• Real Estate

For more information on the sub tabs of the Contract tab, refer the section Contracts tab in Funding chapter of the Origination User Guide.

4.6 Customer Service screen’s Customer Details tab

Open the Customer Service screen and load the account you want to work with. Click the Customer Details tab to view the sections under it.

Customer Details screen displays the information gathered on application entry process regarding the customer and customer’s address, employment data, and phone numbers. Using this screen, you can update or add to a customer’s address, employment information, or phone listing. Whenever you add or edit the customer details, a system generated comment will be posted in the account to keep record of old and new details.

Note that the ‘Edit’ option on this screen has user level security defined and based on your responsibility, you can either edit a few or all of the fields. The difference is that, you may either have access to edit only non-PII (Personal Identifiable Information) fields or edit all possible fields as per the customer maintenance transaction.

The list of possible editable fields in both these scenarios is given below:

Edit non-PII fields	All editable fields
Marital Status	Birth Date
Language	Marital Status
Education	Language
Mother's Maiden Name	Education
Class Type	Mother's Maiden
Email	Class Type
Stop Correspondence	Email
Disability	Stop Correspondence
Skip	Disability
Privacy opt out	Skip
Existing CIF	Privacy Optout
	Existing CIF
	Identification Details like
	Passport
	Issue Date
	Expiry Date
	Visa #
	Nationality
	National ID
	SSN
	License #
	License State

To view or edit customer information

1. Open the Customer Service screen and load the account you want to work with.
2. Click Customer Details sub tab.

   

3. In the Customer Information section, click View the following information:

   In this field:	View this:
   Customer Information section
   Customer #	Customer number.
   Relation	Customer ‘s relation with the bank.
   ECOA	The Equal Credit Opportunity Act code.
   Name	Customer’s name.
   Birth Dt	Customer’s date of birth.
   Marital Status	Customer’s marital status.
   Enabled	Status of the account.
   Language	Customer’s language.
   Education	Customer’s education.
   Mother’s Maiden Name	Customer’s mother’s maiden name.
   Class Type	Customer’s class type.
   Email	Customer’s e-mail address.
   Stop Correspond­ence	Customer’s stop correspondence indicator. If selected, this indi­cates that the system will not send the customer any correspond­ence, such as monthly statements. This is selected using the Maintenance screen.
   Disability	Customer’s disability indicator.
   Skip	Customer’s skip indicator. If selected, this indicates that the cus­tomer is a skip debtor. This is selected using the Maintenance screen.
   Bankruptcy	Customer’s bankruptcy indicator.
   Privacy Opt-Out	Privacy opt-out indicator. If selected, indicates that the applicant has elected to refrain from the non-public sharing of information.
   Insurance Opt Out	Insurance Opt Out indicator. If selected, indicates that the appli­cant has elected to refrain from insurance related inquiries.
   Marketing Opt Out	Marketing Opt Out indicator. If selected, indicates that the appli­cant has elected to refrain from marketing related inquiries.
   Share Credit Opt Out	Share Credit Opt Out indicator. If selected, indicates that the appli­cant has elected to refrain from financial information and share credit related inquiries.
   Existing CIF	If selected, indicates that the customer is an existing CIF.
   Update Customer Info	If selected, indicates that the system was allowed to override the existing customer information with the latest address and commu­nication details during account creation.
   Identification Details section
   Passport #	Customer’s passport number.
   Issue Dt	Passport issue date.
   Expiry Dt	Passport expiry date.
   Visa #	Customer’s visa number.
   Nationality	Customer’s nationality.
   National ID	Customer’s national identification.
   SSN	Customer’s social security number. If the organizational parame­ter UIX_HIDE_RESTRICTED_DATA is set to Y, this appears as a masked number; for example, XXX-XX-1234.
   License #	Customer’s licence number.
   License State	State where the licence was issued.
   Military Service
   Active Military Duty	Active military duty indicator. If selected, indicates that customer is on active military duty and may qualify for rates in accordance with the Service members Civil Relief Act of 2003 (SCRA).
   Effective Dt	The effective date
   Order Ref #	The order reference number.
   Release Dt	The release date.
   Customer Decease Date	The deceased date of the customer. You can also post a non mon­etary transaction to indicate if a customer is deceased. Refer to section Mark Customer as Deceased for more information.

When military duty transaction is posted on an account, the system does the following:

• Restricts the user from posting repossession/ foreclosure and bankruptcy activities on the account.
• Posts “DO NOT CHARGE OFF” condition on that account to exclude the account from Auto Charge Off process.

4.6.1 Customer sub tab

Click Customer to view the sections under it.

4.6.1.1 Address sub tab

Click Address sub tab to view address information for the customer in the following section:

In this field:	View this:
Type	The address type.
Current	If selected, indicates that this is the customer’s current address.
Confirmed	If selected, indicates that the address if confirmed by the cus­tomer.
Mailing	If selected, indicates that this is the customer’s mailing address.
Permission to Call	Check this box if customer has provided permission to contact through the specified phone number. Atleast one phone number for every application should have the permission to call (flagged as 'Y') for the successful pre-qualification of the application. Else, an error message is dis­played.
Country	The country.
Postal Address Type	The postal address type.
Address #	The address.
Street Pre	The street pre.
Street Name	The street name.
Street Type	The street type.
Street Post	The street post.
Apt #	The apartment number.
Address 1	The customer’s address.
Address 2	The customer’s address.
Address 3	The customer’s address.
Zip	The zip code.
Zip Extn	The zip code extension.
City	The city.
State	The state code.
Phone	The phone number.
Address	The address.
Census Tract/BNA Code	The census tract/BNA code.
MSA Code	The metropolitan statistical area (MSA) code.
Comment	Comments regarding the address.

4.6.1.2 Telecoms sub tab

1. Click Telecom sub tab to View/edit the Telecom information for the customer:

   In this field:	Do this:
   Type	Select the telecommunication type.
   Phone	Specify the phone number.
   Extn	Specify the phone extension.
   Current	Select if this telecom number is current.
   Permission to Call	Check this box if customer has provided permission to con­tact through the specified phone number. Atleast one phone number per application should have the permission to call (flagged as 'Y') for the successful pre-qualification of the application. Else, an error message is displayed.
   Time Zone	Select the applicant’s time zone.
   Start Time	Specify the best time to call start time.
   End Time	Specify the best time to end the call.
   Period	Specify the time period.
   Best day to call	Select the preferred day of the week to contact the cus­tomer from the drop-down list.
   End Time	Specify the best time to end the call.
   Period	Select the time period for the best time to call end time, am or pm, from the drop-down list.

4.6.1.3 Employment sub tab

1. Click Employment sub tab, in Employment Information section, click View to View/edit the employment information for customer in the following section:

   In this field:	View this:
   Current	If selected, indicates that this is the customer’s current address.
   Permission to Call	Check this box if customer has provided permission to contact through the specified phone number. Atleast one phone number per application should have the permis­sion to call (flagged as 'Y') for the successful pre-qualification of the application. Else, an error message is displayed.
   Type	The occupation.
   Employer	The employer’s name.
   Occupation	The occupation.
   Title	The title.
   Department	The department of the employment.
   Country	The country.
   Address #	The address line.
   Address Line 1	The employer’s address.
   Address Line 2	The employer’s address.
   Zip	The zip code.
   Zip Extn	The zip code extension.
   City	The city.
   State	The state.
   Phone	The work phone number.
   Extn	The work phone number extension.
   Comment	Comments regarding the employment.

4.6.1.4 Tracking Attributes sub tab

You can add tracking attribute information to an application at any time on the Customer Details screen’s Customer Tracking Attributes section

In the Tracking Attributes section, click Edit

When you click Create Tracking, the system loads the tracking parameters.

• If you want to reduce the list of parameters, select a sub-attribute in the Sub Attribute box.
• If your system has been configured to use the Sub Attribute field, only attributes in a particular group appear in the Parameter display.
• specify the requested parameter in the Value field and click Save.

Save any changes you made to the account.

4.6.2 Business sub tab

If this is a SME Line of credit, information gathered on the application entry process regarding the business and business’s address, partners and affiliates data, and phone numbers appears on the Customer Service screen’s Business screen. Using the Business screen, you can update or add to a business’s address, partners and affiliates information, or phone listing.

To view or edit business information

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click the Customer Details tab and then click Business.

   

3. In the Business Details section, click View
4. On Business screen, load the business whose information you want to view in the Business section using First, Previous, Next, and Last buttons.

   In this field:	View this:
   Organization Type	Organization type.
   Type of Business	Type of the business.
   Name of the Business	Name of the business.
   Legal Name	Legal name of the business.
   Tax Id #	Tax identification number.
   Start Dt	Business start date.
   # of Employees (Curr)	Current number of employees at the business.
   # of Employees	Number of employees at the business after financing.
   Contact Person	Contact person at the business.
   Business Checking Bank	Bank name of the business’s checking account.
   Bank Account #	Bank account number.
   Avg Checking Balance	Average checking balance.
   # of Locations	Number of locations of the business.
   Management Since	Year the current management was established.

4.6.2.1 Addresses sub tab

Click Addresses sub tab and then click View. In the Address section, load the address information you want to view.

In this field:	View this:
Type	Address type.
Country	Country code.
Address #	Address number.
Postal Type	Postal type.
Pre	Pre
Street Name	Name of street.
Street Type	Type of street.
Post	Post box number.
Apt #	Apartment number.
Address 1	Address.
Address Line 2	Address Line 2
Zip	Zip code.
Zip Extn	Zip extension.
City	City.
State	State.
Phone	Phone number.
Ownership	Ownership type.
Comment	Additional comments.

4.6.2.2 Telecom sub tab

Click Telecoms sub tab and then click View. In Telecom section, view the following information:

In this field:	View this:
Telecom Type	Telecommunication type.
Phone	Phone number.
Ext	Phone extension.
Current	If selected, indicates that this is the current record.

4.6.2.3 Partners sub tab

Click Partners sub tab and then click View. In the Partners section, load the business partner information you want to view or edit using First, Previous, Next, and Last buttons.

In this field:	View this:
First Name	Partner’s first name.
MI	Partner’s middle name.
Last Name	Partner’s last name.
Suffix	Partner’s suffix.
SSN	Partner’s social security number.
Birth Dt	Partner’s birth date.
Birth Place	Partner’s birth place.
Director Ind	If selected, indicates that partner is the director of the business.
Networth	Partner’s net worth.
Gross Income	Partner’s gross income.
Language	Partner’s language.
Nationality	Partner’s nationality.
Title	Partner’s title.
Ownership (%)	Percentage of ownership held by the partner.
Email	Partner’s e-mail.
Phone	Partner’s phone.
Extn	Partner’s phone extension.

4.6.2.4 Affiliates sub tab

Click Affiliates sub tab, in the Affiliates section, load the business affiliate information you want to view using First, Previous, Next, and Last buttons.

In this field:	View this:
Organization Type	Affiliate’s organization type.
Legal Name	Affiliate’s legal name.
Name of the Busi­ness	Affiliate’s business name.
Tax ID #	Affiliate’s tax identification.
Ownership (%)	Affiliate’s percentage of ownership.
# of Employees	Affiliate’s number of employees.
NAICS CODE	Affiliate’s North American Industry Classification System code.

4.7 Customer Service screen’s Transaction History tab

Open the Customer Service screen and load the account you want to work with. Click the Transaction History tab to view the sections under it.

4.7.1 Balances sub tab

Details of an account balance can be viewed on the Balances sub tab.

The Balance Group in Balances section consists of the following four action buttons:

• Current Balance
• Deficiency Balance
• Non-Performing Balance
• Terminate Balance

By default, the Current Balance option is selected. In case the status of an account is ‘Charged Off’, then the system defaults to ‘Deficiency Balance’ option.

Depending on which one you select, a different set of balance information appears. In all cases, the Balance screen can be viewed in the following two transaction period modes:

• ITD/CTD (Inception-to-date/Cycle-to-date)
• YTD (year-to-date)

To view account balance information

1. Open the Customer Service screen and load the account you want to work with.
2. Click Transaction History tab, then click Balances sub tab
3. In the Balance Group section, select the balance you want to view.

Current Balance displays the current balances for accounts with an status of ACTIVE.

In this field:	View:
Balance Type	The balance type.
Opening Balance	The opening balance amount.
Posted	The amount posted (in addition to the opening balance).
Paid Balance	The amount paid.
Waived	The amount waived.
Charged Off	The amount charged off.
Adjusted (-)	The amount adjusted (negative adjustments).
Adjusted (+)	The amount adjusted (positive adjustments).
Balance	The current (closing) balance. The total active balance of the account is displayed at the bottom.

Deficiency Balance displays the current balances for accounts with an status of charged off. If you click Deficiency Balance, the following information appears:

In this field:	View:
Balance Type	The balance type.
Opening Deficiency	The opening deficiency balance.
Chg off Posted	The additional charged off amounts posted.
Recovery	The amount of deficiency balance paid.
Deficiency Balance	The current (closing) deficiency balance. The total defi­ciency balance of the account is displayed at the bottom.

Non-Performing Balance displays the current balance for accounts with status as non-performing. Non-Performing accounts fall between Charged Off accounts and Active accounts. These accounts are treated as active when dealing with the customer, but for accounting purposes are treated differently as they are expected to charge off in the future. Fee and interest balances are not expected to be collected in full and therefore are not recognized as income. If you click Non-Performing Balance, the following information appears:

In this field:	View:
Balance Type	The balance type.
Opening Non-Performing	The opening non performing balance.
Paid / Terminate	The amount of non performing balance paid or termi­nated.
Paid Excess	The additional non performing amounts posted.
Waived	The amount waived.
Adjusted (-)	The amount adjusted (Negative adjustments).
Adjusted (+)	The amount adjusted (Positive adjustments).
Balance	The current (Closing) non performing balance. The total non-performing balance of the account is dis­played at the bottom.

Terminate Balance displays the current balance for accounts with a status of TERMINATE. Selecting Terminate Balance option displays the following account details.

In this field:	View:
Balance Type	The balance type.
Opening Balance	The opening non performing balance.
Paid / Terminate	The amount of non performing balance paid or terminated.
Waived	The amount waived.
Charge Off	The additional charged off amounts.
Adjusted (-)	The amount adjusted (Negative adjustments).
Adjusted (+)	The amount adjusted (Positive adjustments).
Terminate	The balance amount to terminate.

4. In the Txn Period Balance section, select how you want to view the balance:

Select ITD/CTD to view transactions by Inception-to-date /Cycle-to-date:

-or-

Select YTD to view the transactions by year to date.

4.7.2 Transactions sub tab

The Transactions screen displays all transactions that have occurred over the life of account. Transactions can be sorted by when the transaction was created (Post Dt) or the effective date of transaction (Txn Dt). You can choose to view all transactions, export account transaction details to a file, or reverse certain transactions. This information comes from the payments and advances applied to the account, maintenance tasks, and nightly processes such as billing.

To view the transaction history of an account

1. Open the Customer Service screen and load the account you want to work with.
2. Click Transaction History tab, then click Transactions sub tab.

   

3. In the View Options section, select type of transactions in this account’s history you want to view on the Transactions screen.

   If you select this:	The system displays:
   Good Payments	All valid payments that was neither voided nor reversed.
   All Payments	All transaction involving payments.
   Good Fees	All valid fees that was neither voided nor reversed.
   All Fees	All transaction involving fees.
   Good Txns	All transactions that was neither voided nor reversed.
   All Txns	All transactions.

4. In the Sort Option section, choose Post Dt to sort entries on in Transactions section in order of when the transaction was made effective.

-or-

5. Select Txn Dt to sort the entries on in Transactions section in order of when the transaction was created.
6. In View Option section, click View to view the following information:

   In this field:	View:
   Transactions section
   Post Dt	The transaction posting date.
   Txn Dt	The transaction effective date.
   Description	The transaction details.
   Currency	The currency of the transaction.
   Amount	The transaction amount.
   Details	The transaction details.
   Balance Amt	The balance amount. This is the principal balance, not the total balance amount.
   Payment Currency	The payment currency.
   Payment Amount	The payment amount.
   Payment Type	The payment type.
   Reference	The reference number associated with the transaction.
   Mode	The mode of the transaction.
   Reason	The reason for the transaction.
   Allocation Details
   Txn	The transaction allocation details.
   Amt	The transaction allocation amount.

4.7.2.1 To Reverse (or Void) a Transaction

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click Transaction History tab and then click Transactions.
3. In the Transactions section, select the transaction you want to reverse.
4. Click Reverse. A confirmation dialog is displayed.
5. Click ‘Yes’ to reverse the transaction. On confirmation, the reversal is posted for processing.

Some transactions cannot be reversed. If a transaction cannot be reversed, the Reverse button will be dimmed when transaction is selected. If the Reverse button is unavailable, the transaction anniversary cannot be reversed.

Access to the Reverse button can be restricted by user responsibility and account’s product type using the PAYMENT_REV transaction code (Super Group: ACCOUNT MONETARY TXN) on the Administration screen.

(For more information, see Txn Codes tab (Transaction Super Group screen) section of the Administration (System) Setup chapter in the Oracle Financial Services Lending and Leasing Setup Guide).

4.7.2.2 Voiding an Account

To void an account

Oracle Financial Services Lending and Leasing can be configured to void an account using the Reverse button on the Transaction screen.

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click Transaction History tab and then click Transactions.
3. In the Transactions section, select Active entry in the Description field.
4. Click Reverse.

On the Transactions screen, Oracle Financial Services Lending and Leasing creates an entry of Reverse Active and reverses all transactions. The system also changes status of the account to Closed: Void and changes status of the application to approved-void (or whatever the account’s last status was before funding).

To use this feature, active _rev transaction code must be enabled and set to manual on the Transaction Super Group screen for your user responsibility and account’s product type. (For more information, see the Txn Codes tab (Transaction Super Group screen) section of the Administration (System) Setup chapter in the Oracle Financial Services Lending and Leasing Setup Guide).

4.7.2.3 Export Account Transaction Details

In the Transactions sub tab, you can export the required account transactions and allocation details to a file.

To export account transaction details

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click Transaction History tab and then click Transactions.
3. In the Transactions section, select the required transaction.
4. Click Export to Excel. The details are exported to a .xls file with options to save or open.

4.7.3 Payment Rating sub tab

To view the transaction history of an account

1. Open the Customer Service screen and load the account you want to work with.
2. Click Transaction History tab, then click Payment Rating sub tab.

   

The Payment Rating section displays month and year of payment and rating reported to credit bureaus through Metro 2 file for the past 24 months, including the following:

In this field:	View this:
Pmt Rating	The payment rating.
Rating Description	The payment rating description.
Acc Status	The credit bureau account status.
Status Description	The credit bureau account status description.
Month/Year Rating	The month/year of payment rating.

4.7.4 Due Date History sub tab

The Due Date History tab provides a delinquency history, by payment, by displaying a history of all due dates, along with when actual payment was made for that due date and the subsequent balance. If a payment was delinquent, Due Date History section displays the number of days the customer was delinquent against each due date.

Due Date History sub tab displays all the dues that have crossed the system date and also the history that is currently available in Transaction History > Due Date History sub tab.

1. Open the Customer Service screen and load the account you want to work with.
2. Click Transaction History tab, then click Due Date History sub tab.

   

In Due Date History section, click View

View the following:

In this field:	View this:
Due Dt	The due date.
Due Amt	The due amount.
Last Pmt Dt	The last payment date.
Pmt Amt	The payment amount.
Balance Amt	The balance amount.
Days Past Due	The days past due.
Pmt Received	If selected, indicates the payment was received.

4.7.5 Repayment Schedule sub tab

The Repayment Schedule section contains information about schedule of repayment such as the date and payment amount.

1. Open the Customer Service screen and load the account you want to work with.
2. Click Transaction History tab, then click Repayment Schedule sub tab.

   

View the following information:

In this field:	View this:
Repayment Schedule section
Seq	The payment sequence number.
Date	The repayment date.
# of Pmts	The number of payments.
Pmt Amt	The payment amount.
Generated	If selected, indicates that the repayment schedule has been generated.
Repayment Schedule Details section
Date	The repayment date.
Payment Amt	The payment amount.
Principal Amt	The amount paid to principal.
Interest	The amount paid to interest.
Balance Princi­pal	The balance of the principal.

4.7.6 Work Order sub tab

To expedite repossessions and foreclosures, the display only Vendor Work Order screen enables you to view all the work orders issued to different vendors for an account.

To view the vendor work order screen

1. Open the Customer Service screen and load the account you want to work with.
2. Click Transaction History tab, then click Work Order sub tab.

   

In the Vendor Work Order section, click View

View the following display only information:

In this field:	View this:
Work Order Type	The assigned work order type.
Dt	The assignment date.
Estimated	The estimated dollar amount of work order.
Vendor	The vendor number and name.
Status	The assigned status.
Total Amt	The total estimated dollar amount of all work orders.

You can create/view and maintain vendor work orders related to an account.

• To create and maintain vendor work orders, click Create Work Order. The system opens Vendor Management screen. You can perform tasks and record additional information, such as changing the work order’s status and adding comments in the Work Orders section.

If vendor screen is already opened in the main screen and user tries to create new work order or open an existing work order, system displays the warning message as “Vendor management screen is already open. Please close it and retry”.

• To view more detailed information about vendor work order, select the work order you want to view and click View Work Order. The View Work Order button appears faded if the responsibility does not allow access to the Vendor Work Order screen.

3. Click Close on the Vendor Management screen to return to the Customer Service screen.

For more information about using the Vendor Management screen, please refer to the Vendor chapter in the User Guide.

4.8 Customer Service screen’s Pmt Modes tab

Open the Customer Service screen and load the account you want to work with. Click the Pmt Modes sub tab to view the sections under it.

4.8.1 ACH sub tab

If used, the ACH section displays information about automated clearing house and electronic fund transfers.

To view the ACH information screen

1. Open the Customer Service screen and load the account you want to work with.
2. Click Pmt Modes tab, then click ACH sub tab.

   

The system displays the ACH details depending on the following option selected:

• Recurring - Select ‘Recurring’ to display all the Recurring ACH details.
• One-Time Phone - Select this option to display one time ACH details.
• All - Select ‘All’ to display both recurring and one-time phone ACH details.

If you have selected ‘Recurring’ or ‘One-Time Phone’ option, you can further Add, Edit, or Copy the details and perform any of the Basic Operations mentioned in Navigation chapter. On save, the system will automatically post the transaction capturing the current transaction date along with a comment as 'Direct Record Update' for the particular ACH transactions.

If you have selected ‘Recurring’ option, the following fields are displayed:

In this field:	View this:
Reference #	The unique reference number.
Bank Name	The bank name.
Bank City	Specify the city where the bank exist.
Bank State	Select the state where the bank exist form the drop-down list.
Routing #	The routing number.
Account Type	The type of account.
Name On Account	Specify the name of the account.
Account #	The account number. If the organizational parameter UIX_HIDE_RE­STRICTED_DATA is set to Y, this appears as a masked number; for example, XXXXX1234.
BIC	Select the Business Identifier Code from the drop-down list. The list displays the BIC codes defined in the system.
IBAN	Specify the IBAN (International Bank Account Number). IBAN is used for identifying bank accounts across national borders with a minimal of risk of propagating transcription errors. Ensure that value entered satisfies the check-digit validation based on modulo 97. On save, system automatically validates the IBAN number length based on country code, characters, white spaces, and check­sum. Validation is also done during posting non-monetary transaction (ACH Maintenance). You can maintain the IBAN length and other details required as per the country code in the user defined table (Setup > Administration > Sys­tem > User Defined Tables). Note: IBAN for 'NL' country code (IBAN_FORMAT_NL) is defined by default with length of IBAN as 18.
Sequence Type	System displays the current Sequence Type of the selected account. Depending on the nature of direct debit, the sequence type can be one of the following: - First - First time direct debit - Recurrent - Subsequent repayments after first direct debit - Final - Final repayment - One-off - One time bullet contract repayment However, during the life cycle of the payment processing, the direct debit sequence type for an account can change.
Pmt Day	The payment day.
Pmt Amt	The Payment amount.
Pmt Amt Excess	The excess payment.
Pmt Freq	The payment frequency.
Fee Amt	The amount charged as fees.
Direct Debit Fee	If selected indicates that the fees is debited directly.
Start Dt	The date the system began using ACH payments for this account
End Dt	The ACH end date.
Default	If selected indicates that this ACH is the default ACH for the account.
Status	The status of the account.

Note

This information can be edited using the Maintenance screen and the non monetary trans­action ACH MAINTENANCE.

If you have selected ‘One-Time Phone’ or ‘All’ option, the following fields are displayed:

In this field:	View this:
Reference #	The unique reference number.
Bank Name	The bank name.
Bank City	The bank city.
Bank State	List of available states.
Routing #	The routing number.
Account Type	The type of account.
Name On Account	The account name.
Account #	The account number. If the organizational parameter UIX_HIDE_RE­STRICTED_DATA is set to Y, this appears as a masked number; for example, XXXXX1234.
BIC	Select the Business Identifier Code from the drop-down list. The list displays the BIC codes defined in the system.
IBAN	Specify the IBAN (International Bank Account Number). IBAN is used for identifying bank accounts across national borders with a minimal of risk of propagating transcription errors. Ensure that value entered satisfies the check-digit validation based on modulo 97. On save, system automatically validates the IBAN number length based on country code, characters, white spaces, and check­sum. Validation is also done during posting non-monetary transaction (ACH Maintenance). You can maintain the IBAN length and other details required as per the country code in the user defined table (Setup > Administration > Sys­tem > User Defined Tables). Note: IBAN for 'NL' country code (IBAN_FORMAT_NL) is defined by default with length of IBAN as 18.
Sequence Type	System displays the current Sequence Type of the selected account. - First - First time direct debit - Recurrent - Subsequent repayments after first direct debit - Final - Final repayment - One-off - One time bullet contract repayment However, during the life cycle of the payment processing, the direct debit sequence type for an account can change.
Debit Dt	The debit date.
Pmt Amt	The Payment amount.
Direct Debit Fee	If selected indicates that the fees is debited directly.
Secret Ques­tion	Select the secret question from the drop down list.
Provided To Whom	The person to whom the ACH is concerned.
Reference	Additional reference if any.
Drawer Rela­tion Type	The withdrawer relation to ACH.
Drawer Name	The name of withdrawer.
Drawer Address1	Address of withdrawer,
Drawer Address2	Address of withdrawer,
Drawer City	City of withdrawer,
Drawer State	State of withdrawer,
Drawer Zip	Zip of withdrawer,
Status	The status of the account.

Note

This information can be edited using the Maintenance screen and the non monetary trans­action ACH MAINTENANCE.

Copying ACH Details

You can copy and maintain ACH details from Pmt Modes sub tab of Customer Service screen. Copy option is available only when you have selected the ACH option as either Recurring or One-Time Phone.

To copy the ACH details

1. Select a record and click Copy.
2. A confirmation message is displayed as ‘Do you want to Copy ACH Record?’. Click OK to copy and create a new record.

On confirmation, the system creates a new row with new reference number, Status as ‘Active’, Default as ‘N’, Start Dt as ‘System Dt + Pre note days’ and all the other details as maintained in the copied record. When a new record is created using the Copy function, the system will post a ‘New ACH Transaction’ capturing the current transaction date along with a comment as 'Direct Record Update'.

4.8.2 Coupon sub tab

The Coupon section displays information regarding coupons associated with the account.

To view the coupon screen

1. Open the Customer Service screen and load the account you want to work with.
2. Click Pmt Modes tab, then click Coupon sub tab.

   

View the following:

In this field:	View this:
Order	If the coupons are ordered for the selected account.
Coupon Start­ing #	The starting number of coupon ordered for the customer.
Order Date	The order date of the coupon.
# of Coupons	The total number of coupons ordered for the customer.
Ordered By	The person who ordered the coupons

4.8.3 Post Dated Checks sub tab

The Post Date Check section enables you to view any post dated check information for the account, if PDC is a method of repayment.

To view the post dated checks details screen

1. Open the Customer Service screen and load the account you want to work with.
2. Click Pmt Modes tab, then click Post Dated Checks sub tab.

   

View the following:

In this field:	View this:
PDC Type	The type of post dated check in use.
Status	The status of the post dated check.
Check #	The check number of the post dated check.
Check Dt	The check date of the post dated check.
Check Amt	The check amount of the post dated check.
Bank Name	The bank name of the post dated check.
Account Type	The account type of the post dated check.
Account #	The account number of the post dated check.
Comments	Additional information as comments, if any.

4.8.4 Payment Arrangement sub tab

The Payment Arrangement section enables you to define and calculate the payment amount for the account with status Charge-off. An alert message will be displayed in the Customer Service screen when the user tries to view the payment arrangement for account other than charged off status.

To view the Payment Arrangement details screen

1. Open the Customer Service screen and load the account you want to work with.
2. Click Pmt Modes tab, then click Payment Arrangement sub tab.

   

The Payment Arrangement section is enabled only when the Payment Arrangement Batch job is posted.

3. In the Payment Arrangement section, click View to view the following details:

   In this field:	Do this:
   Frequency	Displays the payment frequency.
   Start Date	Enter the start date from when the customer pays.
   Terms	Enter the number of payments. Note that if the term is speci­fied as zero “0”, an error message is displayed.
   End Date	View the end date of the payment.
   Plan Amount	View the payment amount which the customer plans to pay.
   Outstanding Amount	View the outstanding amount.

4. In the Details section, click View to view the following details:

   In this field:	View this:
   Date	View the start date of the payment plan.
   Frequency	View the payment frequency.
   Plan Amount	View the planned payment amount.
   Paid Amount	View the paid amount.
   Satisfied Ind	Indicates that the customer done the payment arrangements.
   Broken Ind	Indicates that the customer did not make the payment arrangement.
   Enabled Ind	Indicates that the arrangement is active

On Clicking Deactivate, the account will be deactivated.

To add a new payment rearrangement plan, previous plan has to be manually deactivated otherwise the system displays an error message. This condition applies to the payment arrangement previous plan even when the 'Broken Indicator' is selected.

Only one Payment arrangement plan can exist at a time. If a schedule broken by the customer make another payment arrangement, the first payment arrangement has to be deactivated and only then, the other payment can be added.

4.9 Customer Service screen’s Bankruptcy tab

The Bankruptcy screen enables you to record the details of a bankruptcy. This information usually is supplied from the customer or customer’s attorney. You can track each stage of the bankruptcy process based on its follow-up date and record information using the Details and Tracking sections.

As there are occasions when a borrower files bankruptcy more than once during tenure of the Line of credit, you can record information for multiple bankruptcies. The Add button enables you to create a new bankruptcy record with different start and end dates. You can also use the Bankruptcy screen to view previous bankruptcy record using Next and Previous buttons in Detail section. The Current box in Detail section indicates the current bankruptcy details.

When a Bankruptcy condition is opened on an account, the system defaults a detailed tracking record with ‘Current’ field enabled and ‘Follow up date’ defaulted to system date. The ‘Disposition’ is defaulted as ‘NEWLY RECEIVED’. The system only adds a new detail tracking record. No processing will be done with respect to detail tracking record when the bankruptcy condition is closed.

To enter bankruptcy details for an account

1. Open the Customer Service screen and load the account you want to work with.
2. Click Bankruptcy tab.
3. In the Bankruptcy Details section, select the bankruptcy record you want to work with.

-or-

4. Select Add to refresh the Bankruptcy screen to create a new record.

   

5. In the Bankruptcy Details section, enter, view or edit the following information:

   Field:	Do this:
   Current	Select to indicate this is the current bankruptcy record.
   Follow up Dt	Enter the follow-up date for the bankruptcy.
   Disposition	Select the bankruptcy disposition.
   Type	Select the bankruptcy type.
   Customer	Select the customer from the drop-down list
   Relation	The system displays relation of the customer
   Comment	Enter a comment.
   File Received Dt	Select the file received date for the bankruptcy.
   Bankruptcy Start Dt	Select the bankruptcy start date.
   Bankruptcy End Dt	Select the bankruptcy end date.

6. Click Save.
7. In the Tracking section, click Load Tracking. The system loads the bankruptcy tracking parameters.
8. If you want to reduce the list of parameters, select a sub attribute in the Sub Attribute field. If your system has been configured to use the Sub Attribute field, only attributes in a particular group appear in parameter display.
9. Complete the Create Tracking section by entering information regarding bankruptcy in the Value field for each corresponding Parameter, click Save on the Bankruptcy screen.

4.9.1 Call Activities sub tab

Call activity section includes calls from customer, calls you make regarding the account or changes to the condition of the account. Entries in the Call Activities section are listed in reverse chronological order of follow-up date.

For details on how to Record a Call Activity, refer Call Activities sub tab section in “Customer Service screen’s Customer Service tab” section.

4.9.2 Comments sub tab

Oracle Financial Services Lending and Leasing enables you to record comments on the Customer Service screen using Comments tab. These comments also appear under the Comments sub tab.

For details on how to Record a Comment, refer Comments sub tab section in “Customer Service screen’s Customer Service tab” section.

4.9.3 Due Date History sub tab

The Due Date History tab section provides a delinquency history, by payment, by displaying a history of all due dates, along with when actual payment was made for that due date and the subsequent balance. If a payment was delinquent, Due Date History section displays the number of days the customer was delinquent against each due date.

For more details, refer Due Date History sub tab section in “Customer Service screen’s Transaction History tab” section.

4.10 Customer Service screen’s Repo/Foreclosure tab

The Repossession/Foreclosure screen enables you to record information regarding repossessions/foreclosure in a manner similar to how bankruptcies are recorded on the Bankruptcy screen. You can track each stage of repossession/foreclosure process based on the follow-up date and record information using the Details and Tracking section.

4.10.1 Repossession sub tab

On occasion, a lender performs multiple repossessions for the same Line of credit. The Create New Repossession button on the Repossession screen enables you to create a new repossession record for a different collateral and different start and end dates. You can also use the Repossession screen to view previous repossession information using the Next and Previous buttons in the Details section. The Current box in Details section indicates the current repossession record for each asset.

This tab will be available only when the collateral type associated with the Line of credit account is a Vehicle.

You can update the current record, but previous records cannot be modified.

When the REPO call activity is posted, system defaults the primary collateral details and current status will be checked.

When a Repossession condition is opened on an account, the system defaults a detailed tracking record with ‘Current’ field enabled and ‘Follow up date’ defaulted to system date. The ‘Disposition’ is defaulted as ‘NEWLY RECEIVED’. The system only adds a new detail tracking record. No processing will be done with respect to the detail tracking record when the repossession condition is closed.

To Specify repossession details for an account

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Repo/Foreclosure sub tab, then click Repossession.
3. In the Repossession Details section, select the repossession record you want to work with.

-or-

4. Click Add to refresh the Repossession screen to create a new record.

   

5. In the Details section, add view or edit the following information:

   In this field:	Do this:
   Current	Select to indicate this is the current repossession record.
   Followup Dt	Specify the follow-up date for the repossession.
   Work Order Type	Select the repossession type.
   Collateral	Select the collateral involved in the repossession.
   Disposition	Select the repossession disposition.
   File Received Dt	Select the file received date for the repossession.
   Repo Dt	Select the repossession start date.
   Repo End Dt	Select the repossession end date.
   Comment	Specify a comment.
   Case Repo Details - This section displays the following details based on the case response received from the interfaced third party system.
   Case#	Displays the case number of the repossession.
   National For­warder	If checked, indicates that National Forwarder carrier is equipped in the repossession.
   Condition Report Status	If checked, indicates that the condition report exist.
   Condition Report Recd Dt	Displays the date when condition report was received.
   Mileage	Displays the mileage of the vehicle.
   Key Status	Indicates if the vehicle key(s) is available.
   Field Agent Name	Displays the name of the field agent involved in the repos­session.
   Address	Displays the address of the field agent.
   Phone	Displays the contact number of the field agent.
   Storage Loca­tion	Displays the location where the vehicle is currently stored.
   Repo Location	Displays the repossession location.
   Police Dept Name	Displays the name of police department involved in repos­session.

6. In the Tracking section, click Load Tracking. The system loads the repossession tracking parameters.
7. If you want to reduce the list of parameters, select a sub attribute in the Sub Attribute box.
   If your system has been configured to use the Sub Attribute field, only attributes in a particular group appear in the parameter display.
8. Complete the Tracking section by entering information regarding repossession in the Value field for each corresponding Parameter, then click Save.

4.10.2 Foreclosure sub tab

The Foreclosure screen enables you to record information regarding foreclosure in a manner similar to how bankruptcies are recorded on the Bankruptcy screen. You can track each stage of the repossession process based on follow-up date and record information using Details and Tracking section.

A lender can perform multiple foreclosures for the same Line of credit. The Create New Foreclosure button on the Foreclosure screen enable you to create a new foreclosure record for a different collateral and different start and end dates. You can also use the Foreclosure screens to view the previous foreclosure information using Previous and Next buttons in Details section. The Current box in Details section indicates the current foreclosure record for each asset.

This tab will be available only when the Collateral type associated with the Line of credit account is home.

You can update the current record, but previous records cannot be modified.

To enter foreclosure details for an account

1. Open the Customer Service screen and load the account you want to work with.
2. Click the Repo/Foreclosure sub tab, then click Foreclosure.
3. In the Foreclosure Details section, select the foreclosure record you want to work with.

-or-

4. Click Add to refresh the Foreclosure screen to create a new record.

   

5. In the Foreclosure Details section, enter view or edit the following information:

   In this field:	Do this:
   Current box	Select to indicate this is the current repossession/foreclosure record.
   Followup Dt	Select the follow-up date for the repossession/foreclosure.
   Disposition	Select the foreclosure disposition.
   Type	Select the foreclosure type.
   Collateral	Select the foreclosure asset.
   File Received Dt	Enter the file received date for the foreclosure.
   Foreclosure Start Dt	Enter the foreclosure start date.
   Foreclosure End Dt	Enter the foreclosure end date.
   Comment	Enter a comment.

6. In the Tracking section, click Load Tracking. The system loads the foreclosure tracking parameters.
7. If you want to reduce the list of parameters, select a sub attribute in the Sub Attribute box.
   If your system has been configured to use the Sub Attribute field, only attributes in a particular group appear in the parameter display.
8. Complete the Tracking section by entering information regarding foreclosure in the Value field for each corresponding Parameter, then click Save.

4.10.3 Analysis sub tab

The Analysis screen enables you to create and analyze possible scenarios for re marketing and sale of the asset. This enables you to calculate the possible gain or loss in the sale of an asset. Expenses already incurred on the asset are displayed on Expenses sub screen. You can change the numbers if you expect more expenses by the time asset is sold. You can have up to three Repo/Foreclosure and three Sales analyzes on each Analysis screen.

To complete a repossession/foreclosure analysis or sales analysis for an account

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click Repo/Foreclosure tab and then click Analysis.
3. In the Analysis section, select the analysis record you want to work with and click Load.

-or-

4. Click Add to refresh the Foreclosure screen to create a new record.

   

5. In the Analysis section, select the Current box if you wish to indicate that this is current analysis worksheet.
6. In the Analysis section, use the Level field to select analysis level you want to use, account or asset.

• Select Account if you want analysis to use value of the entire account.

- or -

• Select Asset if you want analysis to use the value of a particular asset.

7. In the Analysis section, enter, view, or edit the following information:

   In this field:	Do this:
   Current Ind	Current Indicator. Select the check box if analysis is current.
   Level	Select the Analysis level from the drop down list.
   Balance %	Specify balance allocation percentage.
   Analysis Dt	View the analysis date.
   Current Value	View the asset current total value.
   Asset	If you want to perform an analysis for a particular asset, select the asset.
   Comment	Specify comment associated with the analysis.

8. Specify all the required information in Analysis or Bid section, depending on the type of incident you are analyzing.
9. Complete the details in Expenses and Refunds sub screens, corresponding to analyze or bid number on the Analysis screen. The data here is loaded to the analysis and bid columns as ‘expenses’ and ‘refunds’.

• To complete the Expenses sub screen:

  In this field:	Do this:
  Expense Type	Select the expense type.
  Manual	Indicates that the expense was entered manually.
  Analysis1 Amt	Specify the expense amount for analysis1.
  Analysis2 Amt	Specify the expense amount for analysis2.
  Analysis3 Amt	Specify the expense amount for analysis3.
  Bid1 Amt	Specify the expense amount for bid1.
  Bid2 Amt	Specify the expense amount for bid2.
  Bid3 Amt	Specify the expense amount for bid3.

• To complete the Refunds sub screen:

  In this field:	Do this:
  Refund Type	Select the refund type.
  Manual	Indicates that the refund was entered manually.
  Analysis1 Amt	Specify the refund amount for analysis1.
  Analysis2 Amt	Specify the refund amount for analysis2.
  Analysis3 Amt	Specify the refund amount for analysis3.
  Bid1 Amt	Specify the refund amount for bid1.
  Bid2 Amt	Specify the refund amount for bid2.
  Bid3 Amt	Specify the refund amount for bid3.

10. Select the Corresponding Analysis/Bid to Load details Maintained in the Expense and Refund sections.
11. Repeat steps 4 to 8 with information regarding other repossession/foreclosure or sales analysis.
12. In Status field, select status of the analysis: Approved or Rejected.
13. When you have decided which analysis or which sale bid you want to approve, select your choice in either the Final Analysis or Final Bid section.

Note

You can approve only one analysis. Based on Analysis approved on ‘Save And Return’ Corresponding Radio button will be enabled in the Final section of Analysis details.

14. Click Save.

4.10.4 Call Activities sub tab

Call activity section includes calls from customer, calls you make regarding the account or changes to the condition of the account. Entries in the Call Activities section are listed in reverse chronological order of follow-up date.

For details on how to Record a Call Activity, refer Call Activities sub tab section in “Customer Service screen’s Customer Service tab” section.

4.10.5 Comments sub tab

Oracle Financial Services Lending and Leasing enables you to record comments on the Customer Service screen using Comments tab. These comments also appear under the Comments sub tab.

For details on how to Record a Comment, refer Comments sub tab section in “Customer Service screen’s Customer Service tab” section.

4.10.6 Due Date History sub tab

The Due Date History tab section provides a delinquency history, by payment, by displaying a history of all due dates, along with when actual payment was made for that due date and the subsequent balance. If a payment was delinquent, Due Date History section displays the number of days the customer was delinquent against each due date.

For more details, refer Due Date History sub tab section in “Customer Service screen’s Transaction History tab” section.

4.11 Customer Service screen’s Deficiency tab

The Deficiency screen enables you to record information about deficiency accounts i.e. accounts that are no longer collectable. You can create and track specific details on status of the charged-off account for timely follow-up and analysis. You can also track each stage of the deficiency process based on its follow-up date and record information using the Details and Tracking sections.

The Add button enables you to create a new deficiency record with different start and end dates. You can also use the Deficiency Details screen to view deficiency information. The Current field in Deficiency Details section indicates the current bankruptcy details. To view the balance of a charged off account, click the Transaction History tab on Customer Service screen, then click Balances. On the Account Details screen’s Balance Group section, click Deficiency. For more information on Deficiency Balance, see Balances sub tab section in this chapter.

When a Deficiency condition is opened on an account, the system defaults a detailed tracking record with ‘Current’ field enabled and ‘Follow up date’ defaulted to system date. The ‘Disposition’ is defaulted as ‘NEWLY RECEIVED’. The system only adds a new detail tracking record. No processing will be done with respect to the detail tracking record when the deficiency condition is closed.

To enter deficiency details for an account

1. Open the Customer Service screen and load the account you want to work with.
2. Click Deficiency tab.
3. In the Deficiency Detail section, select the deficiency record you want to work with

-or-

4. Click Add to refresh the Deficiency screen to create a new record.

   

5. In the Deficiency Detail section, enter, view, or edit the following information:

   In this field:	Do this:
   Current	Select to indicate this is the current deficiency record.
   Followup Dt	Specify the follow-up date for the deficiency.
   Disposition	Select the deficiency disposition.
   Type	Select the deficiency type.
   Comment	Specify a comment.
   File Received Dt	Specify the file received date for the deficiency.
   Charge Off Dt	Specify the deficiency start date.
   Deficiency End Dt	Specify the deficiency end date.

6. Click Save.
7. In the Tracking section, click Load Tracking. The system loads deficiency tracking parameters that track actions taken to collect on the account.
8. If you want to reduce the list of parameters, select a sub attribute in the Sub Attribute field. If your system has been configured to use the Sub Attribute field, only attributes in a particular group appear in the parameter display.
9. Complete the Tracking section by entering information regarding deficiency in the Value field for each corresponding Parameter, then click Save.

4.11.1 Call Activities sub tab

Call activity section includes calls from customer, calls you make regarding the account or changes to the condition of the account. Entries in the Call Activities section are listed in reverse chronological order of follow-up date.

For details on how to Record a Call Activity, refer Call Activities sub tab section in “Customer Service screen’s Customer Service tab” section.

4.11.2 Comments sub tab

Oracle Financial Services Lending and Leasing enables you to record comments on the Customer Service screen using Comments tab. These comments also appear under the Comments sub tab.

For details on how to Record a Comment, refer Comments sub tab section in “Customer Service screen’s Customer Service tab” section.

4.11.3 Due Date History sub tab

The Due Date History tab section provides a delinquency history, by payment, by displaying a history of all due dates, along with when actual payment was made for that due date and the subsequent balance. If a payment was delinquent, Due Date History section displays the number of days the customer was delinquent against each due date.

For more details, refer Due Date History sub tab section in “Customer Service screen’s Transaction History tab” section.

4.12 Customer Service screen’s Collateral tab

The Collateral screen displays information regarding any assets associated with an account. Collateral can be a vehicle, home, or something else, such as household goods. The Collateral screen contains the Home and Seller sub tabs. To view the collateral details

1. Open the Customer Service screen and load the account you want to work with.
2. Click Collateral tab. System displays the following screen:
   If the account’s collateral is a vehicle, the Collateral screen opens at Vehicle tab:

   

• If account’s collateral is a home, the Collateral screen opens at the Home tab:

  

• If account’s collateral is neither a vehicle nor a home, the Collateral screen opens at the Other Collateral:

  

Clicking on Asset # in the Vehicle sub tab takes you to Collateral Management screen opening respective collateral. You can modify the details on Collateral management screen by clicking on ‘Edit’ and saving the record.

The system displays a warning message if the Collateral Management screen is already open.

4.12.1 Valuation sub tab

With the Valuation sub screen, you can view the collateral or asset valuation for an account.

To view the collateral or asset valuation for an account

1. Open the Customer Service screen and load the account you want to work with.
2. Click Collateral tab and then Valuation.
3. Click the Valuation sub tab to view the following information:

   In this field:	View this:
   Value section
   Current	Select if this is the current valuation.
   Valuation Dt	The valuation date of the vehicle.
   Source	The valuation source.
   Edition	The valuation edition.
   Supplement	The valuation supplement.
   Wholesale section
   Wholesale Base	The wholesale value.
   Usage	The usage. This pertains to Line of credit and usually is entered as the current mileage.
   Retail section
   Retail Amt	Specify the retail base value.
   Addons Amt (+)	The add-ons value.
   Usage Value Amt (+)	The usage value; that is, the monetary effect that current mileage has on the value of vehicle.
   Total Amt (=)	The total value.
   Addons section
   Addons/Attrib­utes	Select the add-on/attribute.
   Value	The value of the attribute.
   Amount	The add-on amount.

Note

Assets can have exactly one current valuation.

4.12.2 Tracking sub tab

With the Tracking sub screen, you can view collateral or asset tracking details to an account, such as the location of title, liens, and insurance information.

To view the collateral or asset tracking for an account

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click Collateral tab.
3. On the available screen (Vehicle, Home, or Other), click the Tracking sub tab.
4. On the Tracking sub screen, enter, view, or edit the following information:

   In this field:	View this:
   Tracking Items section
   Select	If selected, indicates that this is the current record.
   Tracking Item	The tracking type.
   Disposition	The disposition.
   Start Dt	The tracking start date.
   End Dt	The tracking end date.
   Followup Dt	The next follow-up date.
   Comment	Comments if any.
   Tracking Item Details section
   Enabled	Select to track the information from start date in the Start Dt field.
   Parameter	The parameter.
   Value	The tracking parameter value.

4.12.3 Seller sub tab

The Collateral link’s Seller Details screen enables you to view seller details of the collateral of Line of credit. You cannot edit or modify details of the seller.

1. In Seller Details section, click View.
2. View the following:

   In this field:	View this:
   Seller Details
   Seller Type	The seller type.
   Seller Name	The seller name.
   Nationality	The nationality of the seller.
   National Id	The national Id of the seller.
   Authorized Signatory	The authorized signatory of the seller.

3. In Seller Address section click View.
4. View the following:

   Seller Address
   Mailing	If selected, indicates that this address is the mailing address.
   Current	If selected, indicates that this address is the current address.
   Country	The seller’s country name.
   Address #	The seller’s address.
   City	The seller’s city name.
   State	The seller’s state name.

4.13 Customer Service screen’s Bureau tab

The Customer Service screen Bureau screen enables you to view credit bureau reports associated with the account that were pulled during line of creditservicing for account. You can also use the Bureau screen to create and pull additional credit bureau reports and view the results as a text only file.

To view an existing credit bureau report

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click Bureau tab.

   

3. In the View Report section:

• Click Servicing to view credit reports generated with the Customer Service screen.

-or-

• Click Origination to view credit reports generated during Line of credit origination.

4. In the Bureau Details section, select the report you want to view. The system displays report as a text file in the Text Report section.

To request a manual credit bureau report

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click Bureau tab.
3. Click Add to open New Request section.
4. Complete the following fields:

   In this field:	Do this:
   Customer	Select the available customer from the drop-down list.
   Spouse	Select the applicant’s spouse from the drop-down list.
   Bureau	Select the credit bureau from the drop-down list.
   Report	Select the credit bureau report type from the drop-down list.

5. In the New Request section, click Create Request. The system displays this information in the Bureau Details section and further information about customer in Customer Detail section.

Note

If you are requesting a report from Experian Credit Bureau for Premier Attribute Consumer report, you can do so without impacting the consumer FICO score. To facilitate the same, the ‘Soft Pull’ check box is to be selected in Bureau Details section. This option is available only when the system parameter ‘EXP_PA_SOFT_PULL_IND’ is enabled in the System Parameters screen and Bureau is selected as ‘EXP’ with Report as ‘PREMIER ATTRIB­UTE’ in the Bureau Details section.

6. If you want to receive a copy of a previously pulled credit bureau report, enter credit bureau reorder number in the Credit Bureau Reorder # field on the Bureau Details section.
7. Click Save.

You can print the report by selecting the report and clicking on Print Report.

4.14 Customer Service screen’s Timeline tab

The Customer Service screen’s Timeline tab provides a graphical representation of specific events on an account over a period of time, The events mainly include Transactions (Monetary/Non Monetary), Payments and Call Activities that are posted on the account.

To view account timeline

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click Timeline tab.

   

The Timeline Details section facilitates and displays the following options:

• The timeline ranges from 1 month before the account start date till 1 month after the current date.
• Each activity in timeline is arranged as per the transaction date on the account.
• The account activities are categorized as Monetary, Non-Monetary, Payments, and Call Activities. You can filter to view them by selecting the required option or select ‘ALL’ to display all the activities related to the account. By default, system displays ‘Monetary’ transactions.
• On selecting ‘Monetary’ and ‘Payments’ options, timeline displays only good monetary transactions and good payments. More details of these transactions can be viewed in Transaction History > Transactions tab by selecting ‘Good Txns’ and ‘Good Payments’ option.
• On selecting ‘Call Activities’ timeline displays all the call activities posted to the account.
• The Zoom bar has options to view the timeline based on Hours, Days, Weeks, Months, Quarters and Half Years.
• On hovering over the timeline, the arrows and helps you to scroll through the timeline.

4.15 Customer Service screen’s Cross/Up Sell Activities tab

The Customer Service screen’s Cross/Up Sell Activities tab enables you to view and edit all the captured marketing trigger based events for respective customers linked primary accounts.

Oracle Financial Services Lending and Leasing Application has been integrated with a third party database marketing solutions provider to receive monitoring triggers related to marketing based call activities. Primarily the active customer details are shared through an input file and corresponding monitoring triggers data within the processed customer input file are uploaded back into designated location of OFSLL database through an automated interface.

The Customer Service screen’s Cross/Up Sell Activities tab displays the first 10 marketing trigger based call activities with the opportunity details and follow-up requirements. You can select View All check box to view all the ‘active’ and ‘closed’ call activities.

4.15.1 Edit Cross/Up Sell Activity

To edit a reported Cross/Up Sell Activity

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click Cross/Up Sell Activities tab.

   

3. Select the record which you want to update and click Edit.
4. Complete the following fields:

   In this field:	Do this:
   Trigger Dt	View the date on which the activity has been recorded.
   Product	Select the product from drop-down list.
   Trigger Action	View the trigger action captured.
   Trigger Description	View the description of the action.
   Result	Select the result of the action from the drop-down list.
   Reason	Select the desired reason for the result selected.
   Appn'mnt	Select the check box to indicate if a prior appointment is required for next communication.
   Followup Dt	Select the agreed follow-up date from the adjoining calendar icon.
   Close	If there is no follow-up and the opportunity is closed, you can select this check box indicating the status of call activity as closed.
   Time Zone	Select the time zone of the contact from the drop down list.
   Comments	Specify additional information, if any.

5. Click Save and Stay or any other save option as explained in Basic Actions section.

4.15.2 Create Simple Application

You can use the call activity data and directly initiate the Line of credit Origination process from Cross/Up Sell Activities tab.

To create simple application

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click Cross/Up Sell Activities tab.
3. Select the required call activity record and click Create Simple Application.

The system opens Origination > Simple Application Entry screen with Application section capturing the details of call activity.

You can enter/edit the required details and continue creating credit application data into Oracle Financial Services Lending and Leasing Application.

For detailed information, refer to Simple Application Entry chapter in Line of credit Origination User Manual.

4.15.3 Close Opportunity

You can close an opportunity based on the response received from customer and if there are no follow-ups required. However, you can close an opportunity and de-link the same from an account only when all the records are closed.

To close an opportunity

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click Cross/Up Sell Activities tab.
3. Ensure that all the records are marked as closed and click Close Opportunity.

4.16 Customer Service screen’s External Interfaces tab

The Customer Service screen’s External Interfaces tab displays the account specific information derived from external system.

Oracle Financial Services Lending and Leasing has been integrated with a third party system to explicitly fetch the account specific information through an input data file. A set of automated batch jobs which are scheduled at regular intervals pulls the data shared by external system and populates in the respective account in Customer Service > External Interfaces tab. For more information on available Batch Jobs, refer to Setup Guide > Administration > System > Batch Jobs section.

In the External Interfaces tab, each input data file either new or an update to existing information is displayed as individual record in the Interface section and the column definition details (as sorted in Setup > Data Files screen) are displayed in Interface Details section.

In this field:	View this:
Interface section
ID	Unique case identification number.
Interface Name	Name of the external interface.
File Name	Input data file name appended with New (IBN) or Existing (IBU) file identifier convention.
Status	Current status of the record (None, Accepted, or Rejected).
Creation Dt	Date when the record was created.
Action Taken By	User who has modified the record status.
Action Dt	Date when the action was performed on the record.
Interface Details section
Parameter	Name of header used in input data file corresponding to the account information such as First Name, Last Name, Address and so on.
Value	Data fetched from external system for each header/parameter.

Along with the account specific updates, the records may also contain bankruptcy details which needs you attention. You need to verify those details and confirm the authenticity by either accepting or rejecting the bankruptcy information. If Accepted, system posts the bankruptcy details on the corresponding customer accounts.

4.16.1 Accept or Reject Bankruptcy Details

In the External Interfaces tab you can Accept or Reject information of those records which are specific to bankruptcy update and marked with status as ‘None’.

• To accept the bankruptcy details, you need to create a new record with tracking attributes and then proceed with steps explained below.
• To reject a record, you can select the record and click ‘Reject’ in the external interface tab.

Post update, the status of record is marked as ‘Accepted’ or ‘Rejected’.

To Accept Bankruptcy Details

1. Open the Customer Service screen and load the account you want to work with.
2. On the Customer Service screen, click External Interfaces tab.
3. In the Interface section, select the bankruptcy record with status ‘None’ for which action has to be performed.
4. Verify the details displayed in Interface Details section.
5. Once confirmed, navigate to Customer Service screen > Bankruptcy tab.
6. Create a Bankruptcy record and load the tracking attributes as explained in ‘Customer Service screen’s Bankruptcy tab’ section.
7. Click Accept in the action section and click ‘Yes’ in the confirmation dialog to accept changes.

On confirmation, system updates the bankruptcy details based on either ‘SSN’ for new bankrupt accounts or ‘Case Number’ for existing bankrupt accounts.

4.17 Review Request

The Review Requests page is primarily a work flow tool used to flag an account or an application for the attention of another Oracle Financial Services Lending and Leasing user and ask for feedback. It allows the system users to send and receive requests (including e-mail) commenting on a specific account or application.

In this chapter, you will learn how to compete the following tasks:

• Reviewing a request
• Sending a review request
• Responding to a review request
• E-mailing a Review Request
• Closing a review request

Note the following:

• You can complete the above tasks for an Account Review Request using Review Request page in the Servicing master tab.
• To complete the above mentioned tasks for an Application Review Request, use Review Request page available in the Origination master tab.

4.17.1 Review Requests Tab

The Review Requests page contains the following sections:

• Query Section
• Action Section
• Email Section
• Review request records
• Comments Sections

Query Section

The Query section enables you to filter records according to priority levels i.e.high, normal or low based on any of the following:

Query Options	Descriptions
Originator	Displays the records of all the active review requests you created.
Receiver	Displays the records of all the active review requests you received.
Both	Displays all the review requests records you have created as well as received with the status other than ‘CLOSED’.
View All	Displays all the review requests records you sent and received, both active and closed.

Action Section

The Action section enables you to send, respond or close the review request.

Action Options	Descriptions
Open Applica­tion/Account	Opens the application details page to review the request. (if you open it from origination it’s application and if from servicing den account)
Send Request	Sends a review request to another Oracle Financial Services Lend­ing and Leasing user.
Send Response	Sends a response to a review request from another Oracle Finan­cial Services Lending and Leasing user.
Close Request	Changes the status of review request to CLOSED and removes its record from the Review Request page. The status can be viewed by selecting ‘View All’ in the ‘Query’ section.

Email Section:

The Email section enables you to send an email to either originator or receiver of the review request which cannot be responded or replied back from email recipient.

Email Options	Descriptions
Originator	Sends an email of review request information to the person listed in the Originator column on Review Request page.
Receiver	Sends an email of review request to the person listed in the Receiver column on Review Request page.

Comments Sections

The Comments section enables originator or receiver to specify additional information that needs to be sent with the request.

Comments From	Descriptions
Originator Comment	Displays comments specified by the originator of review request at the time of creating a request.
Receiver Comment	Displays comments specified by the receiver of review request at the time of reviewing a request.

4.17.1.1 Reviewing a Request

System displays the priority and the number of requests ready for review, if any, for your user id at My Pending Review Requests By Priority section in the Servicing Dash Board window.

To review requests

1. On the Oracle Financial Services Lending and Leasing application home page, click Servicing main tab and then click Servicing drop-down link. Click Customer Service link.
   The Customer Service window appears, opened at the Results tab. Under Customer Service screen, click Review Requests tab.
2. In the Query section, click Receiver.

In the Review Request record, the system displays all open review request you have received.

3. In the Review Request record, select the record you want to view and click View. The following screen is displayed.

   

4. For the selected Review Request record, view the following information:

   Fields	Descriptions
   Originator	The user id of the request originator.
   Priority	The request priority: HIGH, NORMAL, or LOW.
   Receiver	The recipient of the request.
   Account #	The account number which needs review.
   Transaction	The transaction selected.
   Reason	The review reason.
   Status	The request status.
   Date	The date and time when the request was created.
   Originator Com­ment	The comment by the originator which creating a request.
   Receiver Comment	The comment by the receiver after reviewing a request.

Note

If you click Open Account, system loads the account in review request and displays the Account Details page.

4.17.1.2 Sending a Review Request

The Send Request button enables you to send a review request to another the system user. However, the Send Request button is enabled only if you have specified the receiver while creating a review request and have saved it.

To send a review request

1. On the Oracle Financial Services Lending and Leasing Application home page, click the Servicing main tab and then click Servicing drop-down link. Click Review Requests tab.
2. In theReview Requests page in the Query section, select Originator.
3. Click Add to create a new review request. The following screen is displayed:

   

4. In the Priority field, select the priority of review request: High, Normal, or Low which helps the recipient in responding to requests. It does not affect the order in which messages are sent or received.
5. In Receiver field, select the person you want to receive the message.
6. In Account # field, select the account involved with the review request. The default value NEW appears in the Status field.
7. In Reason field, select the purpose for the review request.
8. In Originator Comment field, specify any additional message you want to send along with the review request.
9. Click Save And Add/Save And Return. The review request is created and Send Request button is enabled in the Action section.

   

10. In the Action section, click Send Request.

The system sends your request to the recipient’s, where it appears on My Pending Review Request window in Dash Board with status Sent to Originator.

4.17.1.3 Responding to a Review Request

When you receive a review request, the system notifies you by creating an entry in My of Pending Review Requests By Priority section in Dash Board with the number of unseen messages. In the following example, one review request is waiting on the Review Request page.

To respond to a review request

1. On the Oracle Financial Services Lending and Leasing Application home page, click Servicing main tab and then click Servicing drop-down link. Click Customer Service link. If the Number of Pending Review Requests tab displays a number, click Review Requests tab. On the Review Request page Query section, select Receiver.

The system displays the unread review requests in Review Request record.

2. In the Review Request record, select the record you want to view and click View.

   

3. Click Open Account.

The system loads the account on Customer Service screen and displays Account Details page.

4. Perform requested task on review request on the account. Click Review Request tab and selecting request, click Edit. Specify your response in the Receiver Comment field. Click Save And Return.

   

5. In the Action section, click Send Request.

The system sends your response to the originator, where it appears on Review Request page with status Return to Originator.

The recipient can view sent response by clicking Receiver or View All in Query section. (The request has a status as RETURN TO ORIGINATOR.)

6. In the Action section, click Close Request

It will remove the message from the Review Request section.

Back on the originator’s Review Request page, the message appears when Originator is selected in Query section. The request has a status as Return to Originator.

4.17.1.4 E-mailing a Review Request

While system updates My Pending Review Requests By Priority section in the DashBoard to notify you about the new requests, you can also e-mail a review request to both the originator and a receiver, as applicable. The system will use e-mail address recorded for both the originator and receive in User Definition section in User page.

To e-mail a review request

1. On the Oracle Financial Services Lending and Leasing Application home page, click Servicing main tab and then click Servicing drop-down link.
2. Click Customer Service link.
3. On the Customer Service link, click Review Requests tab.
4. Select the request you want to e-mail in the Review Request section.
5. In Email section, click Originator to send the message to the person listed in Originator field.

-or-

6. Click Receiver to send it to the person listed in the Receiver field.

The system emails the details of selected record to e-mail address recorded in user setup.

4.17.1.5 Closing a Review Request

You can close a review request you created at anytime, regardless of status. However, you can only close review requests that have your user id in the Originator field. When you close a review request, the system removes it from Review Request record.

To close a review request

1. On the Oracle Financial Services Lending and Leasing Application home page, click Servicing main tab and then click Servicing drop-down link.
2. Click Customer Service link.
3. On the Customer Service link, click Review Requests tab.
4. Select the request you want to close in the Review Request section.
5. In the Action section, click Close Request.

The system assigns the request as Closed and removes it from your Review Request record. The closed accounts can be reviewed anytime by selecting View All in the Query section.

 

4.18 Queue Assignment

The Queue Assignment tab in Oracle Financial Services Lending and Leasing application allows you to search and view the hard assigned customer service queues maintained in the system. You can also view the queue assignment details and reassign users in a hard assigned queue.

Customer Service Queues are maintained in Administration’s setup screen (Setup > Administration > User > Queues > Customer Service). For more information on hard assigned queues, refer to section “Using the Hard Assigned feature” in setup guide.

Navigating to Queue Assignment

On the Oracle Financial Services Lending and Leasing home screen, click Servicing > Servicing > Customer Service > Queue Assignment.

In this section, you will learn how to compete the following tasks:

• Using the Queue Search
• View Queues & Queue Assignment details
• Reassign Users in Queue

4.18.1 Using Queue Search

In the Search Criteria section, you can primarily use the ‘Search List By’ filter to search based on either ‘Queues’ or ‘Users’ maintained in the system. Depending on the option selected, you can further filter your search using the following list of parameters and query the database by providing one or more parameter values.

Field:	Do this:
Hard Assigned Queue	Select the queue name from the drop-down list. The list displays both ‘Enabled’ and ‘Hard Assigned’ customer servicing queue definitions.
Acc #	Specify the account number to which the queue is assigned.
Responsibility	Select the user/queue responsibility from the drop-down list. The list displays various user responsibilities as defined in Setup > Administration > User > Queues > User Groups tab.
User	Select the ‘User’ from the drop-down list. The list displays all the hard assigned users maintained in the system.

Note

You need to specify a minimum of one parameter for the search to retrieve queues from the database. Else system displays an error message.

Click Search. The search results for Queues and Users are displayed in the ‘Queues’ and ‘Queue Assignment’ sections respectively.

You can also click ‘Reset’ to clear the filters specified in Search Criteria .

Remove Account Filter

While searching for queues using Account number as the Search Criteria, the Queue Assignment section displays the filtered search results along with the ‘remove Filter’ option in the header.

Clicking on ‘remove Filter’ button will remove the account number filter and displays all the accounts belonging to the selected queue.

4.18.2 Queues & Queue Assignment details

While searching for queues in the Search Criteria section, the search results are displayed in the Queues & Queue Assignment section. Whereas, the search results for a User is displayed in Queue Assignment section.

The Queues section displays both ‘Enabled’ and ‘Hard Assigned’ customer servicing queues with the following details:

• Queue name
• Queue Desc
• Account Condition
• Priority
• Company
• Branch
• Hard Assigned
• Group Follow-up Ind
• Near Real-Time
• Dialer Extract
• Enabled

The Queue Assignment section consists of the following details:

• User Name
• Account #
• Replacement User
• Queue Name
• Queue Desc
• Responsibility
• Company
• Branch
• Date
• Title
• Products
• Status
• Delinquency Days
• Amount Due
• Outstanding Balance
• Producer
• Secured
• Reason

4.18.3 Reassign Users in Queue

In the Queue Assignment tab, you can reassign a different user for a queue either individually or in bulk and reassign the hard assigned queues. While doing so, you can state the reason for change which later gets appended and displayed in the account conditions history log (Customer Service > Account Details > Condition Details sub tab).

Replace User in Queue

1. On the Oracle Financial Services Lending and Leasing home screen, click Servicing > Servicing > Customer Service > Queue Assignment.
2. Search for the required Queue or User using the parameters in Search Criteria. The search results are displayed in the Queues & Queue Assignment section.
3. In the Queue Assignment section, click on the ‘Replacement User’ drop-down list against the required user and select the new user from the list. You can also use the ‘Search’ option within the list to search for the required user.
4. Specify the reason for change in the Reason column against the user selected.
5. Click Update Queue.

Bulk Replace Queue Users

1. On the Oracle Financial Services Lending and Leasing home screen, click Servicing > Servicing > Customer Service > Queue Assignment.
2. Search for the required Queue or User using the parameters in Search Criteria. The search results are displayed in the Queues & Queue Assignment section.
3. In the Queue Assignment section, click ‘Select All’ check box.
4. Click on the ‘Replacement User’ drop-down list on the header and select the new user from the list. You can also use the ‘Search’ option within the list to search for the required user.
5. Specify the reason for change in the Reason field on the header.
6. Click Update Queue.

On successful user replacement, a system generated comment is posted on the account with the following details:

• Alert flag as ‘N’
• Type
• Sub Type
• Comment Format QUEUE USER CHANGED FROM XXX TO YYY BECAUSE OF <<REASON>> ON <<DATEFORMAT>>