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.
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.
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)
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.
During the Line of credit application process, 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.
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. Note: This can also be the external reference number in case of conversion accounts if the value of system parameter AUTO_GEN_ACC_NBR_CONV is set to ‘N’. |
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.
Open Customer Service screen and load the account you want to work with. By default the Customer Service screen opens the Summary tab.
Any comment posted as an alert, are displayed in the alert section of Summary tab.
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.
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. |
Total Due (incl current due) |
The additional due of current month (included based on pre-bill days). |
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. |
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. |
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. |
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. |
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. |
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. |
You can view the Collateral Information in this section:
In this field: |
View this: |
Primary |
If selected. indicates that this is the primary collateral. |
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. |
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. |
National ID |
Customer’s national identification number. |
Birth Dt |
Customer’s date of birth. |
Gender |
Customer’s gender. |
Customer’s e-mail address. |
In this field: |
View this: |
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. |
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. |
The details defined in Customer Service > Customer Details > Employments tab are populated here.
In this field: |
View this: |
Type |
Type of Employment as PART TIME, FULL TIME and so on. |
Current |
If selected, indicates that this is the current employer. |
Permission to Call |
If selected, indicates that you can contact the employer. |
Employer |
Employer Details |
Next Pay Day |
The next payment day of the month. |
Frequency |
Frequency of the payment. |
Address |
Address details. |
Phone |
Phone number. |
In this field: |
View this: |
Type |
The type of phone contact such as Home / Office / Car / Mobile phone. |
Current |
If selected, indicates that this is the current phone contact. |
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. |
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. |
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. |
The Collections tab in the Customer Service screen displays the collection-related account information required for a collector to work on the account. It is a quick snap-shot of the payment dues and promises along with other account details maintained in the system.
The Collections tab consists of the following sub sections:
This section displays the details of unpaid dues and promises on the selected customer account.
The adjacent section display the following details depending on the account status:
Note
When a due is partially paid and the Payment Received flag = N, system displays only the remaining due amount and not the full due amount.
This section displays the summary of account-related information maintained in the system. Since some of the sections are already detailed in the above ‘Customer Service screen’s Summary tab’ the same have been referenced in required instances.
Customer Information
Displays the customer's information starting with primary customer. For detailed information, refer to ‘Customer Information section’.
Address Information
Displays corresponding address information of the customer selected in ‘Customer Information’ section. For detailed information, refer to ‘Address Information section’.
Employment Information
Displays the corresponding Employment information of the customer selected in ‘Customer Information’ section. For detailed information, refer to ‘Employment Information section’.
Telecom Information
Displays the corresponding Telecommunication details of the customer selected in ‘Customer Information’ section. For detailed information, refer to ‘Telecom Information Section’.
Collateral Information
Displays the corresponding collateral details maintained in Customer Service > Collateral tab for the selected customer account. For detailed information, refer to ‘Collateral Information section’.
Reference & Other Contacts
Displays the following details maintained in Customer Service > References tab.
For detailed information, refer to ‘References sub tab’.
Customer Preferences
This section displays the details of customer communication preferences maintained in Customer Service > Customer Preferences tab.
In this field: |
View this: |
Communication Mode |
The mode of communication preferred by customer such as Email or Phone. |
Value |
Communication details such as email ID or phone number. |
Type |
Preferred type of communication in case of ADHOC TELECOM. |
Time Zone |
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. |
This section displays the dues and payment related activities on account for the current month in Calendar format. By default, the calendar is displayed in Monthly format and can be changed to view by ‘Day’ on clicking icon. The navigation buttons (
and
) facilitates to move to Previous or Next Month/Day depending on the selection. However, clicking ‘Today’ button reverts the selection to the current Month/Day.
The following events are highlighted in the Calendar on specific dates:
When multiple events occur on the same day, the same is indicated with the count along with a link to view the events. Also depending on the time zone configured, an event may be extended and highlighted to two days in the calendar when there is an overlap.
This section displays the customer account eligibility to take an ‘Extension’ for payment due date and if ‘Due Date Change’ (DDC) is allowed on the account. If yes, the same is indicated with a (tick mark).
This section displays the dues and payment related activities on account for 36 activities starting from A01 up to A36.
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.
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”.
To record a call activity
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. |
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.
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
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.
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
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.)
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
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?). |
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.
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
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.
The system facilitates posting of offline call activities against an account.
To Post Offline Call Activities:
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:
Line of Credit:
Line of credit:
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.
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
-or-
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.
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:
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.
To record an additional comment
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. |
You can delete ‘REGULAR’ type comments displayed in the Comments sub tab.
To delete a comment
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:
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.
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.
To complete a checklist for an account
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
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
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 |
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. |
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
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. |
Permission to Text |
Check this box if customer has provided permission to contact through text message. |
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. |
Permission to Text |
Check this box if customer has provided permission to contact through text message. |
Comment |
The comments regarding the reference. |
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.
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
In this field: |
View this: |
Id |
The correspondence id. |
Correspondence |
The correspondence which is to be generated. |
Date |
The correspondence generation date. |
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. |
- or -
In this field: |
Do this: |
Element Type |
View the document element type. |
Element |
View the element description. |
Content |
Enter/view value of the element. |
The system displays a PDF of the ad hoc correspondence.
The recipient details sub tab facilitates you to send ad-hoc correspondence to Customers, Producers, and Others as an email.
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 |
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. |
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 |
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:
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
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 |
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. |
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 |
The predefined Collection letter 1 is automatically sent a configurable number of days after an account becomes delinquent (receives a condition of active: DELQ on the Customer Service screen).
The Collection letter 1 is available for Line of credit fixed and variable rate).
To generate the Collection letter 1
The predefined Collection letter 2 is automatically sent after a configurable number of days for a delinquent account (one with a condition of active: DELQ on the Customer Service screen).
The Collection letter 2 is available for Line of credit (fixed and variable rate).
To generate the Collections letter 3
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
In this field: |
Do this: |
Document Type |
View the document type. |
Comment |
Specify comment. |
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. |
-or-
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.
You can click (refresh) to fetch the latest data.
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.
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.
The Statements screen contains Statements, Transactions, and Messages 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
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.
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.
In this field: |
View: |
Sequence |
The sequence number. |
Message |
The message. |
The Rate Schedule section contains information about rate adjustments, such as the sequence and number of adjustments.
To view the Rate Schedule screen
The Rate Schedule section only applies to variable rate loans.
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. |
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
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. |
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
The Condition Details tab is further categorized into following sections:
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:
The Condition/Queue section displays the following information:
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:
In the Condition/Queue History section, select the required record and click ‘View’.
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
For more information on the sub tabs of the Contract tab, refer the section Contracts tab in Funding chapter of the Origination User Guide.
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 |
Class Type |
|
Stop Correspondence |
|
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
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. |
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. |
Payment Hierarchy |
The payment hierarchy is auto-populated by the system based on following conditions:
The auto populated payment hierarchy can be modified by selecting the required value from the drop-down list. This list is populated based on the hierarchy definitions maintained in Setup > Administration > User > Payment Hierarchy screen along with ‘Equal Amount’ which is a default value provided by the system to adjusts the payment equally to all customer linked accounts. |
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. |
KYC section |
|
Reference # |
Specify the reference number of KYC document. |
Status |
Select the status of KYC document from drop-down list. |
FATCA section |
|
Birth Place |
Specify the birth place of the applicant. |
Birth Country |
Select the country of birth of the applicant from drop-down list. |
Permanent US Resident Status |
Check the box to indicate if the applicant has permanent US resident status. |
Power of Attorney section |
|
Power of Attorney |
Check the box to indicate that the applicant holds Power if Attorney. |
Holder Name |
Specify the holder name of the power of attorney. |
Address |
Specify the address of the attorney holder. |
Country |
Select the country of the power of attorney holder from drop-down list. |
Nationality |
Select the country of the power of attorney holder from drop-down list. |
Telephone Number |
Specify the telephone number of the power of attorney holder. |
Credit Limit Details section |
|
Max Limit |
View the maximum credit limit amount for the account. |
Total Utilized Amt |
View the total credit limit amount utilized. |
Available Amt |
View the credit limit available amount. |
Hold Amt |
View the credit limit amount on Hold. |
Suspended Amt |
View the credit limit amount suspended. |
Grade |
View the grade of the customer. |
Max Late Charge |
View the maximum amount of late charge that can be levied for a customer. However, there is no system validation performed based on the amount specified. |
Limit Expiry |
View the credit limit expiry date. |
Limit Next Renewal |
View the date when credit limit has to be renewed. |
When military duty transaction is posted on an account, the system does the following:
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. |
Permission to Text |
Check this box if customer has provided permission to contact through text message. |
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. |
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. |
Permission to Text |
Check this box if customer has provided permission to contact through text message. |
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. |
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. |
Permission to Text |
Check this box if customer has provided permission to contact through text message. |
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. |
Pay Day |
View or select the payment day of the month using the adjoining calendar. For OFSLL generated accounts, system propagates the Pay Date defined in Origination > Application Entry > Applicant Tab > Employments Sub Tab and is editable. For conversion accounts, you need to select the payment day. |
Next Pay Day |
The next payment day is auto populated based on the Pay Day and Frequency specified. When ‘Pay Day’ is selected, system posts a non-monetary transaction - EMPLOYMENT ADDRESS MAINTENANCE to calculate the next payment day after the current date has elapsed. |
Frequency |
Select the income frequency from the drop-down list. |
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.
Save any changes you made to the account.
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
In this field: |
View this: |
Business # |
Business number. |
Organization Type |
Organization type. |
Type of Business |
Type of the business. |
Business Category |
Business category. |
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 (Cur) |
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 Acc # |
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. |
Payment Hierarchy |
The payment hierarchy is auto-populated by the system based on following conditions:
The auto populated payment hierarchy can be modified by selecting the required value from the drop-down list. This list is populated based on the hierarchy definitions maintained in Setup > Administration > User > Payment Hierarchy screen along with ‘Equal Amount’ which is a default value provided by the system to adjusts the payment equally to all customer linked accounts. |
Credit Limit Details section |
|
Max Limit |
View the maximum credit limit amount for the account. |
Total Utilized Amt |
View the total credit limit amount utilized. |
Available Amt |
View the credit limit available amount. |
Hold Amt |
View the credit limit amount on Hold. |
Suspended Amt |
View the credit limit amount suspended. |
Grade |
View the grade of the customer. |
Max Late Charge |
View the maximum amount of late charge that can be levied for a customer. However, there is no system validation performed based on the amount specified. |
Limit Expiry |
View the credit limit expiry date. |
Limit Next Renewal |
View the date when credit limit has to be renewed. |
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: |
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. |
Permission to Text |
Check this box if customer has provided permission to contact through text message. |
Address 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. |
Click Telecoms sub tab and then click View. In Telecom section, view the following information:
In this field: |
View this: |
Permission to call |
Check this box if customer has provided permission to contact through the specified phone number. |
Permission to Text |
Check this box if customer has provided permission to contact through text message. |
Telecom Type |
Telecommunication type. |
Phone |
Phone number. |
Ext |
Phone extension. |
Current |
If selected, indicates that this is the current record. |
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: |
Permission to call |
Check this box if customer has provided permission to contact through the specified phone number. |
Permission to Text |
Check this box if customer has provided permission to contact through text message. |
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. |
Partner’s e-mail. |
|
Phone |
Partner’s phone. |
Extn |
Partner’s phone extension. |
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. |
The Customer Preferences tab allows you to define the customer communication preferences at an account level for each relation type associated with the account. The details of this tab are populated to Customer Service > Collections tab for further action.
However, if any of the following transactions are posted on the account the defined customer communication preferences are disabled and can be manually enabled in specific conditions:
To view or edit customer preferences
In this field: |
View this: |
Relation Type |
Select the account relation type from the drop-down list. The list displays only those relationship types which are attached to account and are enabled (excluding deceased customer relations). |
Communication Mode |
Select the preferred mode of communication as one of the following from the drop-down list. EMAIL ADDRESS - if selected, system displays the email ID associated with the selected contact in view mode and allows you to enable/disable the customer preference record. TELECOM - if selected, you can further select the type of communication option as Telecom type, Address or Employment for which the permission to call indicator is ‘Y’. On selection, the other details are auto-populated based on the details maintained in Customer Service > Telecom, Address and Employment tabs. You can also enable/disable the customer preference record. ADHOC TELECOM - if selected, you can specify the following field information. |
Type |
Select the preferred type of communication option from the drop-down list. The list displays the options maintained in TELECOM_TYPE_CD lookup. |
Phone |
Specify the phone number of the selected contact. Note: On saving the record, system updates the specified phone number into ‘Telecom’ tab by internally posting a non-monetary transaction ‘EMPLOYMENT ADDRESS MAINTENANCE’. |
Extn |
Specify the extension (if any) for the selected contact. |
Permission to Call |
This check box is selected by default and indicates that the customer has provided permission to contact through the specified phone number. |
Time Zone |
Select the contact’s time zone. |
Best Day to Call |
Select the preferred day of the week to contact the customer from the drop-down list. |
Start Time |
Specify the start duration after which the contact can be called. |
Period |
Specify the time period (AM/PM). |
End Time |
Specify the end duration before which the contact can be called. |
Period |
Specify the time period (AM/PM). |
Enabled |
Check this box to enable the customer preference record. Note: You can always enable only one record of a particular communication mode and for a particular relation type at any given point. |
Note
Clicking ‘EDIT’ in the Customer Preferences section allows you to only enable or disable the customer preference record.
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.
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:
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:
To view account balance information
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. |
Select ITD/CTD to view transactions by Inception-to-date /Cycle-to-date:
-or-
Select YTD to view the transactions by year to date.
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, filter System / User posted 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
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. |
If you select this: |
The system displays: |
System |
All system posted transactions filtered based on View option selection are displayed. |
User |
All User posted transactions filtered based on View option selection are displayed. |
All Txns |
All posted transactions filtered based on View option selection are displayed. |
-or-
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. |
Posted By |
Indicates if the transaction is either system posted (marked as INTERNAL) or user posted (marked with User ID) |
Allocation Details |
|
Txn |
The transaction allocation details. |
Amt |
The transaction allocation amount. |
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).
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.
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).
In the Transactions sub tab, you can export the required account transactions and allocation details to a file.
To export account transaction details
To view the transaction history of an account
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. |
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.
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. |
The Repayment Schedule section contains information about schedule of repayment such as the date and payment amount.
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. |
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
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.
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”.
For more information about using the Vendor Management screen, please refer to the Vendor chapter in the User Guide.
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.
If used, the ACH section displays information about automated clearing house and electronic fund transfers.
To view the ACH information screen
The system displays the ACH details depending on the following option selected:
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.
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
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'.
The Coupon section displays information regarding coupons associated with the account.
To view the coupon screen
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 |
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
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. |
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
The Payment Arrangement section is enabled only when the Payment Arrangement .
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. |
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.
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
-or-
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. |
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.
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.
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.
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.
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
-or-
In this field: |
Do this: |
Current |
Select the check box to indicate if this is the current repossession record. |
Followup Dt |
Specify the follow-up date for the repossession from the adjoining calendar. |
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. |
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
-or-
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. |
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
-or-
- or -
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. |
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. |
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. |
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.
In the Remarketing sub tab you can trigger remarketing request and auto generate resale work orders. A collateral remarketing request is an instruction to the vendor of third party auctioning system to pick-up the repossessed asset from the storage location and proceed with auction.
In the Remarketing sub tab, you can do the following:
For detailed information about the process of collateral remarkeing, refer to ‘Remarketing’ chapter in Collections User Guide.
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.
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.
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.
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
-or-
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. |
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.
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.
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.
The Collateral screen displays collateral 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 Vehicle/Home/Other and Seller sub tabs. The Vehicle and Other sub tabs further consists of Valuation and Tracking sub tabs.
To view the collateral details
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.
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
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.
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
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. |
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.
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. |
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. |
The Customer Service screen Bureau screen enables you to view credit bureau reports associated with the account that were pulled during servicing 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
-or-
To request a manual credit bureau report
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. |
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.
You can print the report by selecting the report and clicking on Print Report.
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
The Timeline Details section facilitates and displays the following options:
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.
To edit a reported Cross/Up Sell Activity
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. |
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
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.
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
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.
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’.
Post update, the status of record is marked as ‘Accepted’ or ‘Rejected’.
To Accept Bankruptcy Details
On confirmation, system updates the bankruptcy details based on either ‘SSN’ for new bankrupt accounts or ‘Case Number’ for existing bankrupt accounts.
The Review Requests screen is primarily a work flow tool used to flag an Account for the attention of another Oracle Financial Services Lending and Leasing user and ask for review / feedback. It allows the system users to send and receive requests (including e-mail) commenting on a specific Account. The Review Request tab supports iterative review of selected Account and also to process the review with multiple reviewers.
In this chapter, you will learn how to compete the following tasks:
Note
You can complete the above tasks for an Account Review Request using Review Request tab in the Customer Servicing screen.
The Review Requests tab contains the following sections:
The Query section enables you to filter records based on User and type of review requests using any of the following options:
The ‘User’ drop-down lists your User ID along with your Supervisor ID if the same has been defined in User Definition screen (Setup > Administration > User > Users). If you are the supervisor, you can view all your subordinates User ID’s along with yours for selection.
On selecting a particular User ID from the list, system displays all the requests which are created, reviewed, closed and completed by that user.
You can further filter the review request based on the following:
Query Options |
Descriptions |
Originator |
Displays the records of all the active review requests created by the selected User. |
Receiver |
Displays the records of all the active review requests received by the selected User. |
Both |
Displays all the review requests records created as well as reviewed by the selected User with the status other than ‘CLOSED’ and ‘COMPLETED’. |
View All |
Displays all the review requests records created as well as reviewed by the selected User with all the statuses. |
Forwarded Only |
Displays all the review requests records which are forwarded by the selected User to another user for review. |
The Action section enables you to Send (create), Respond, Close, or Complete the review request.
Action Options |
Descriptions |
Open Account |
Displays the Customer Service screen with the Account details assigned for review. |
Send Request |
Sends a review request to another Oracle Financial Services Lending and Leasing user. |
Send Response |
Sends a response to a review request received from another Oracle Financial Services Lending and Leasing user. |
Close Request |
Changes the status of review request to CLOSED and can be viewed by selecting ‘View All’ option in the ‘Query’ section. |
Complete Request |
Changes the status of review request to COMPLETED and can be viewed by selecting ‘View All’ option in the ‘Query’ section. |
Remove Filter |
Removes the selected filters applied to narrow the view of review request. The option is available when a review request is accessed from DashBoard > My Pending Review Requests section. |
The Email section enables you to send an email to either originator or receiver of the review request if an email setup is configured. However, note that a review request 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. |
The ‘Review Requests’ section in Customer Service screen displays the following information for each record:
Fields |
Descriptions |
Request # |
View the system generated review request number. The same can be used to query and track the review requests. |
Originator |
The user id of the review request originator. |
Priority |
The request priority: HIGH, NORMAL, or LOW. |
Receiver |
The recipient of the review request. |
Phone |
Applicant’s phone number in the review request. |
Address |
Applicant’s address in the review request. |
Applicant’s email in the review request. |
|
Status |
The current status of review request. Following status are tracked in this column: WAITING FOR RESPONSE - when request is sent to reviewer RETURN TO ORIGINATOR - when reviewer has responded to request CLOSED - when the request is closed COMPLETED - when the request is completed |
Date |
The date and time when the review request was created. |
Account # |
The Account number which needs review. |
Days Past Due |
Total number of days elapsed past the due date. |
Total Outstanding Balance |
Displays either ‘Account outstanding principal balance’ for active accounts, or ‘Deficiency balance’ for charge-off accounts. |
Customer |
Primary / Secondary (spouse) name associated to the account. |
The ‘Comment History’ section displays the log of comments or additional information added by originator or receiver while creating or reviewing a request.
During an iterative review, where there are multiple trails of communication exchanged between originator and receiver, the ‘Comment History’ section tracks all the updates as individual records for reference.
The Comment History section also allows you to know the actually reviewer when an Account review request is forwarded to multiple reviewers and is reviewed or completed by second or third person other than the one assigned by originator.
In the Comment History section, you can view the following details of the selected review request:
Comments From |
Descriptions |
Type |
View the type of request and is indicated as REVIEW REQUEST by default as maintained in ‘COMMENT_TYPE_CD’ lookup code. |
Sub Type |
View the sub type of request which can be ORIGINATOR, RECEIVER, or SYSTEM GENERATED as maintained in COMMENT_SUB_TYPE_CD lookup code. Note: The sub type ‘SYSTEM GENERATED’ is automatically posted by the system when the review request is forwarded to another user by the assigned reviewer. The same is also updated with a comment in the next column. |
Comment |
View the Originator’s or Reviewer’s comment. SYSTEM GENERATED comments are posted in the format - REVIEW REQUEST: <Request #> FORWADED FROM <first assigned user id> TO <next assigned user id>. |
Comment By |
View the user who has posted the comment. SYSTEM GENERATED comments are marked as ‘INTERNAL’. |
Comment Dt |
View the Date and time when the comment was posted. |
The review request tab primarily allows you to flag an Account for the attention of another OFSLL user through a request asking for review / feedback. While doing so, you can either choose to send it to the reviewer immediately on creating the request or only create the request and later send for review.
To Create and Send Review Request
In this field: |
View this: |
Request # |
View the system generated request number. |
Originator |
View the requester’s user ID auto generated by system upon creating the request. |
Priority |
Select the priority of review request as High, Normal, or Low from the drop-down list. This helps the reviewer to prioritize the request while responding but does not affect the order in which messages are sent or received. |
Receiver |
Select the user ID of the reviewer from the drop-down list. |
Comment |
Specify additional details for review (if any) which can be sent to the reviewer along with the review request. |
Sender |
View the user ID of previous reviewer, if a request has been forwarded to another reviewer. Note: A forwarded review request can only be viewed in the review request tab by filtering user ID of previous reviewer and selecting ‘Forwarded only’ check box. |
Account # |
Select the Account to be reviewed from the drop-down list. The following fields are auto-populated based on selection: Days Past Due Total Outstanding Balance Customer Phone Address |
Reason |
Select the purpose for request from drop-down list. |
Status |
View the status of review request auto updated by system upon creating the request. |
Date |
View the date and time when the request was created. System appends the current date by default. |
Send Request |
(Optional) Select this check box to send it to reviewer immediately on creating the request. However, if the request still need changes, retain the check box unselected and proceed to create the request. The same can later be sent for review by selecting ‘Send Request’ option from the action section. |
The review request(s) appear on the recipient’s ‘My Pending Review Request’ window in DashBoard and also on the ‘Review Request’ tab header with (Pending: <count of unseen requests>). The status of request is updated as WAITING FOR RESPONSE.
When you receive a review request, the system notifies you by creating an entry in ‘My Pending Review Requests By Priority’ section in DashBoard with the number of unseen messages. Clicking on the Account # link opens the Review Request tab.
To review requests
On completing the review, you can Send Response detailing the feedback of your review. It is ideally recommended to send a response back to the originator by providing your views on the review as a comment. The details are recorded in the ‘Comment History’ section as reference.
However, system also allows your forward the same request to another reviewer in case of additional clarifications.
To respond to review request
The details are updated in Review Request tab and status of request is updated as RETURN TO ORIGINATOR.
While reviewing a request, system also facilitates you to reassign (i.e. forward) the review request to another user for review. In such a case, you become the ‘Sender’ and the assigned user will be the reviewer of the request. The request can further move to other reviewers if required.
When the request is reassigned or forwarded to another reviewer, the actual originator can still track the status of request by selecting user ID in Query section. As a ‘Sender’, you can view the reassigned review requests by selecting the ‘Forwarded Only’ check box in Query section. Also, on reassigning or forwarding a review request, system automatically posts a comment in ‘Comment History’ section in the format - REVIEW REQUEST: <Request #> FORWADED FROM <first assigned user id> TO <next assigned user id> with Sub Type as ‘SYSTEM GENERATED’ and Comment By as ‘INTERNAL’.
Note
It is recommended to limit the reassignment of review request since tracking the request status becomes difficult.
To reassign review request
The details are updated in Review Request tab and status of request is updated as WAITING FOR RESPONSE.
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 receiver in Setup > Administration > User > User Definition section.
To e-mail a review request
-or-
The system emails the details of selected record to e-mail address recorded in user setup.
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 tab.
To close a review request
The system assigns the request as Closed and removes it from your Review Request record. The closed review requests can be reviewed anytime by selecting ‘View All’ in the Query section.
When a particular review request has completed the review process from reviewer with required changes and confirmation, the same can be marked as ‘COMPLETE’ in the Review Request tab. However, you can complete a request only if you are the originator of the request. When you complete a review request, system removes it from Review Request tab.
To complete a review request
The system assigns the request as ‘COMPLETED’ and removes it from your Review Request record. The completed review requests can be reviewed anytime by selecting ‘View All’ in the Query section.
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 with option to reassign users in a hard assigned queue and track activity status posted on the account.
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:
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 are displayed in both the Queues & Queue Assignment section. Whereas, the search results for a ‘User’ (selected in Search List By option) is displayed in Queue Assignment section.
You can also click ‘Reset’ to clear the filters specified in Search Criteria .
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.
The Queues sub tab displays the search results for the specified search criteria and contains ‘Enabled’ and ‘Hard Assigned’ customer servicing queues with the following details:
The Criteria sub tab allows you to define account selection criteria and sort order to filter the accounts displayed in Queue Assignment section.
Field: |
Do this: |
Name |
Specify a unique name to identify the criteria. |
Description |
Specify the required description for the criteria. |
Hard Assigned Queue |
Select the queue name from the drop-down list. The list displays all the ‘Enabled Hard Assigned’ customer service queues. |
Enabled |
Check this box to enable the criteria. |
The Criteria sub tab further consists of ‘Selection Criteria’ and ‘Sort’ tabs.
Field: |
Do this: |
Seq |
Specify sequence numbers. |
( |
Specify left bracket. |
Parameter |
Select the parameter from the drop-down list. The list displays all the ‘Enabled’ attributes maintained in user defined table which has both ‘Queue Assignment’ fields and 36 activities defined in Queues > Activity Tracking tab for selection. |
Comparison Operator |
Select comparison operator from the drop-down list. |
Criteria Value |
Specify criteria value. |
) |
Specify right bracket. |
Logical Expression |
Specify logical operator from the drop-down list. |
Enabled |
Check this box to enable the selection criteria. |
Field: |
Do this: |
Seq |
Specify sequence number. |
Sort field |
Select the sort field from the drop-down list. The list contains both the ‘Queue Assignment’ fields and 36 customer call activities defined in Queues > Activity Tracking tab for selection. |
Order |
Select sort order as either Ascending or Descending from the drop-down list. |
The Queue Assignment section, displays the user accounts associated with the selected queue and consists of the following details:
In the Queue Assignment section, you can do the following:
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).
On successful user replacement, a system generated comment is posted on the account with the following details:
To filter the list of accounts in Queue Assignment section, select the required option in ‘Sort Order Type’ drop-down list and click ‘Submit’. The list is populated based on the defined Queue Criteria. You can also click ‘Reset’ to remove the filter and display all the account associated to the queue.
In the Queue Assignment section the ‘Account #’ column is enabled with a link to directly navigate and view the account details in the Customer Service screen.
To view the next account in the same sequence as listed, click ‘Filtered Account’ button in the Queue Assignment section header. The details are displayed in Customer Service screen’s > Summary tab.
On reviewing the account details, you can further navigate to the subsequent accounts in the sequence by clicking ‘Filtered Account’ button in Right-Splitter window > Quick Search section. Successively, clicking ‘Filtered Account’ button displays all the accounts and when the last account is reached, a message is displayed indicating ‘There is no account in this queue’.
All the customer service call activities defined and enabled in setup screen (Setup > Administration > User > Queues > Customer Service > Queue Activity tab) for the selected Queue are listed against each account in separate columns. These activity fields are auto updated with call activity results and gives a quick snap shot of all the activity status scheduled and performed on the account.
Note
The activity status fields are available only when the accounts are populated from a Queue search by selecting the ‘Search List By’ option as ‘Queue’.
When a particular call activity is posted on the account, the respective activity status field is marked with a indicating that the activity is complete.
However, in case the activity duration has expired based on the ‘Activity Expiry Days’ defined in Queue Activity tab, the activity field is disabled and status is not updated in Queue Assignment section.