4. Customer Service

4.1 Overview

Customer Service is an enhanced interface provided in OFSLL using the Oracle JavaScript Extension Toolkit (Oracle JET) frame work. This is an additional interface supported from OFSLL to the existing Customer Servicing Dashboard screen and both intended to coexist in the system till further updates.

The Oracle JET frame work is a complete yet modular JavaScript development toolkit for building and providing a powerful, state-of-the-art capable user interfaces. For more information on deploying this framework, refer to Installation Manuals.

The Customer Service screen gives a snapshot of various aspects of the account like Total due, Payoffs, Change Request, Delinquency information, Outbound call history, Work orders, Alerts, conditions, Collateral information, Customer details, Account details and timeline views.

4.2 Pre-requisites

In order to access the Customer Service screen from the User Interface Servicing menu link:

Enable the following system parameters:
- FLL_SER_JET_ACC_DASHBOARD_URL (JET ACCOUNT DASHBOARD URL)
- FLL_CMN_JET_JWT_ENABLED_IND (JET JWT TOKEN ENABLE INDICATOR )
- FLL_CMN_JET_JWT_TOKEN_URL (JET JWT TOKEN GENERATION URL )

Ensure the following Menu and FLL access keys are enabled:
- FLL.SER.JET.SIMPLEACCOUNTCREATE.MENU
- FLL.SER.JET.ACCOUNTDASHBOARD.MENU
- FLL.SET.JET.INTELLIGENTSEGMENTATION.MENU

For more information, refer to system parameters section in setup guides.

4.3 Navigation

A new menu link “Customer Service” is available in LHS menu to launch the new dashboard screen.

4.3.1 Quick Search

Below search options are provided to search the account:

Field Name	Description	Type	Comments
Account #	Account Number	Text
Customer Id	Customer Identification Number	Text
SSN	Social Security Number	Text
National Id	National Identity Number	Text
Identification#	Identification Number	Text

On click of Submit, the results are displayed in below section.

4.3.2 Queue/Condition Search

In Queue/Condition search, select the required option from drop-down list.
You can further use filter option to dynamically filter the displayed results.
Click on 'Next Account’ to view the next account details in the results section.

4.3.3 Process Train

Process train shows the following screens in a particular order:
- Summary
- Customer Service
- Account Details
- Customer Details
- Collateral
- Transaction History

A button is provided on the process train to collapse and open the process train.
Once the train is collapsed, the process train buttons are only shown and on mouse hover on each button, screen name is shown.
Once a particular screen is fully filled and user moves to the next screen, the color of the buttons on the train is updated to blue.

4.4 Customer Service Summary

Once the account is fetched, details are displayed as indicated below:

The Customer Service Summary screen consists of the following elements:

Filters
Account Details Header
Cards
Widgets

4.4.1 Filters

You can filter the data displayed using the following options. System filters and displays information based on your selection:

Command Button:	Action Performed:
Current	Displays the current searched 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 entered in Acc# search field and pressed Submit button.This is the default option.
Show All	Displays the related accounts based on current selected customer’s customer Id or list of enabled business accounts matching with 'Tax Number' of current selected business. To view the details of account number(s) other than current account, select the account in Account(s) section.
Group Follow-up	Displays the set of accounts that share same account condition as the selected account and bear same Customer/Business Id. Other than having same account condition and Customer/Business 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.
Associated Accounts	Displays all the Associated Accounts if the selected account is a Master Account. This option is not selected by default. Following are the other combinations on how system displays the accounts: - If the selected account is a Master Account, selecting this option displays all Associated Accounts (if exists) of the Master Account including the Master Account. - If the selected account is an Associated Account linked to a Master Account which also has other Associated Accounts, then system displays all Associated Accounts of the Master Account including the Master Account. - If the selected account is not linked to any Master Account, then system displays only the current selected account. - If the selected account is the only Associated Account linked to a Master Account, then system displays the current selected account and its Master Account. However, on selecting individual account record, system displays the respective account details in all Servicing > Account tabs.

4.5 Account Details Header

The Account Details Header consists of the following details:

In this field:	View this:
Company	The company of the account.
Branch	The branch of the account.
Sub Unit	View the Sub Unit associated with the company/branch combination. System automatically displays the Sub Unit mapped in Setup > User > Companies > Branch Definition screen.
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’.
Master Account #	View the Master Account number of the customer. During the funding process, an application can either be marked as ‘Master Account’ or ‘Linked to Existing Master Account’ in the Master Account tab of Origination screen. - If marked as Master Account, system populates the Master Account # which is same as Account #. - If Linked to Existing Master Account, system populates the selected Master Account #. - If the Application is neither marked as ‘Master Account’ nor ‘Linked to Existing Master Account’, then this field is displayed as UNDEFINED.
Master Account	View the Master Account indicator value propagated from Origination on funding an application. ‘Y’ indicates that the current account is a Master Account and ‘N’ indicates its not.
Product	The product for the account.
Billing Cycle	The billing frequency.
Purpose	The purpose the account is created.
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.
Oldest Due Dt	The oldest due date.
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.
Class	Customer’s class type.
Statement Consolidation	View the statement Consolidation indicator propagated from Origination > Funding screen or updated by posting Master Account - Statement Consolidation Indicator Maintenance non monetary transaction. If checked, indicates that system generates consolidated billing statement at Master Account level along with details of all the associated accounts. If unchecked, system generates billing statement to only current account.

Clicking on ‘i’ button displays the details in a pop-up window.

4.5.1 Cards Data

Following details are displayed in horizontal sequence of Cards.

Sl No	Card Name
1	Total Due
2	Payoffs
3	Change Request
4	Delinquency Information
5	Outbound Call History
6	Work Orders

4.5.1.1 Total Due

The ‘Total Due’ card shows the following details on a glance.

Sl No	Field name	Type	Comment
1	Total Due	Text	Card Name
2	Currency	Text	Shows the currency of the account
3	Total Due Amount	Integer	Total due excluding current due

Below details are shown on click of the card:

Sl No	Details	Comment
1	Total Due (Including Current Due)
2	Pie chart showing Current due and Total Due	1. Pie chart of Current Due and Total Due. 2. On hover over each pie, it shows the details
3	Bar graph showing due amounts with 5 recent due dates and each bar showing the amount due on that date with previous dues if any.	1.Graph between Due Amounts and Recent Due Dates 2. On hover over each graph, it shows the details
4	Bar graph showing amounts for different type of dues: Delq Due LC Due NSF Due Other Due	1.Graph Between Due Type and Due Amount 2. On hover over each graph, section, it shows the details

4.5.1.2 Payoffs

The ‘Payoffs’ card shows the following details on a glance.

Sl No	Field name	Type	Comment
1	Payoffs	Text	Card Name
2	Today	Integer	Today’s payoff amount
3	Future Date	Integer	Future Payoff Amount

Below details are shown on click of the card.

Sl No	Details	Type	Comment
1	Bar graph showing Today’s and Future payoff amount	Graph	Graph between Payoff Amounts and Dates
2	Billed Term	Number	Shows the Billed term
3	Paid term	Number	Shows the Paid Term
4	Remaining Term	Number	Shows the remaining Term
5	Future Pmt Date	Date	Shows the Future Pmt Date
6	Oldest Due Date	Date	Shows the Oldest Due Date
7	Days to Time Bar	Number	Shows the no of days to time bar
8	Amount Paid Excess	Integer	Shows the excess amount paid
9	Memo Excess Amount	Integer	Shows the memo excess amount
10	Extra Principal Paid	Integer	Shows the extra principal paid

4.5.1.3 Change Request

The ‘Change request’ card shows the following details on a glance.

Sl No	Field name	Type	Comment
1	Change Request	Text	Card Name
2	Broken Promises	Integer	Count of Broken Promises
3	NSF	Date	Count of NSF

Below Details are shown on Click of the card.

Sl No	Details	Type	Comment
1	Collector Name	Text	Shows the name of the collector
2	Broken Promises Per Year	Number	Shows the count of broken promises per year
3	Broken Promises Per Life	Number	Shows the count of broken promises per life
4	NSF Per Year	Number	Shows the count of NSF per year
5	NSF Per Life	Number	Shows the count of NSF per life
6	Due Date Change Details	Text	Header
6.1	Remaining Txn Limit per year	Number	Shows the remaining txn limit per year
6.2	Remaining Txn Limit per life	Number	Shows the remaining txn limit per life
6.3	Last Txn date	Date	Shows the last txn date
7	Extensions details	Text	Header
7.1	Remaining Txn Limit per year	Number	Shows the remaining txn limit per year
7.2	Remaining Txn Limit per life	Number	Shows the remaining txn limit per life
7.3	Last Txn date	Date	Shows the last txn date
7.4	No of Extensions	Number	Shows the no of extension
7.5	Gap Remaining(Months)	Number	Shows the gap

4.5.1.4 Delinquency Information

The ‘Delinquency Information’ card shows the following details on a glance.

Sl No	Field name	Type	Comment
1	Delinquency Information	Text	Card Name
2	Delinquency Bucket Info	Text	It shows the count of each delinquency bucket
3	Category	Number	Shows the category of the account
4	Days	Number	Show the Delinquency Days

Below details are shown on click of the card:

Sl No	Details	Type	Comment
1	Bar graph showing shows the due buckets (L,30,60,90, 120,150,180) and the number of times the account was in each bucket	Graph	Graph between Count and Due buckets
2	Category	Number	Shows the Category
3	Days	Number	Shows the Delinquency Days

4.5.1.5 Outbound Call History

The ‘Outbound Call History’ card shows the following details on a glance.

Sl No	Field name	Type	Comment
1	Outbound Call History	Text	Card Name
2	Frequency	Text	It has 3 options: Today Last 7 days Last 30 days
3	All Account	Number	Count of outgoing call made to the customer for all its accounts
4	This Account	Number	Count of outgoing call made to the customer for the current account

Below details are shown on click of the card.

Sl No	Details	Type	Comment
1	Bar graphs depicting the no of outgoing calls made for all the accounts of the customer and for the current account today, in last 7 days and in last 30 days.	Graph	Graph between No of calls and Duration

4.5.1.6 Work Orders

The ‘Work Order’ card shows the following details on a glance.

Sl No	Field name	Type	Comment
1	Work Orders	Text	Card Name
2	Orders	Text	Count of all the work orders associated with the account
3	Vendor	Number	Name of the vendor of the WO which was last updated

Below details are shown on the click of the card.

Sl No	Details	Type	Comment
1	Open Work Oder Type on left pane	Text	WO type and status
2	Work Order Details on Right pane	Text	On click of Open Work Order Type on Left menu, this detail is shown
2.1	Work Order#	Text	Shows the work order# of the selected WO type
2.2	Case#	Text	Shows the Case# of the selected WO type
2.3	Work Order Type	Text	Shows the work order type of the selected WO type
2.4	Vendor	Text	Shows the Vendor of the selected WO type
2.5	Status	Text	Shows the Status of the selected WO type

4.5.2 Widgets

Following details are displayed in vertically aligned Widgets.

Sl No	Widget
1	Alerts
2	Conditions
3	Collateral Information
4	Customers
5	Account Information
6	Customers
7	Account Details
8	Timeline View

4.5.2.1 Alerts

The ‘Alert’ widget shows the following details:

Sl No	Details	Type	Comment
1	Alerts()	Text	Widget name with count of Alert available in the account
2	Alert details	Text	Comment which is marked as Alert
3	User Name	Text	Shows the user which has posted the alert
4	Days	Text	Shows how many days ago the alert was posted

4.5.2.2 Condition

The ‘Condition’ widget shows the following details:

Sl No	Details	Type	Comment
1	Condition()	Text	Widget name with count of Alert available on the account
2	Condition	Text	Shows all the condition which are available on the account
3	User Name	Text	Shows the user which has posted the condition
4	Time Stamp	Date	Shows the time stamp on which it has been posted

4.5.2.3 Collateral Information

The ‘Collateral Information’ widget shows the following details:

Sl No	Details	Type	Comment
1	Collateral Information()	Text	Widget name with count of Collateral available on the account
2	Collateral Details	Text	Shows all the Collateral which are available on the account
3	Year	Text	Shows the Year of the collateral
4	Make	Text	Shows the make of the collateral
5	Model	Text	Shows the model of the collateral
6	Total Amount	Integer	Shows the value of the collateral
7	Currency	Text	Shows the currency

Below details are shown on click of the collateral details:

Sl No	Details	Type	Comment
1	Collateral Description	Text	Header
2	Collateral Details	Text	Shows the Collateral description, amount, currency
3	Primary	Text	Shows if the asset is Primary
4	Identification#	Text	Shows the identification#
5	Year	Number	Shows the year of the asset
6	Asset Class	Text	Shows the class if the asset
7	Asset Type	Text	Shows the type of the asset
8	Sub Type	Text	Shows the sub tye of the asset
9	Status	Text	Shows the status of the asset

4.5.2.4 Account Information

The ‘Account Information’ widget shows the following details for Contract and Account.

Sl No	Details	Type	Comment
1	Contract Date	Date	Shows contract date
2	Amount Financed	Integer	Shows the amount financed
3	Term	Number	Shows the Term
4	Rate	Integer	Shows the Rate
5	Maturity Date	Date	Shows the maturity date

Settlement Details

Sl No	Details	Type	Comment
1	Effective Date	Date	Shows Settlement agreement start date
2	Good Through Date	Date	Shows Settlement agreement expiry date
3	Agreed amount	Integer	Shows Settlement amount agreed by customer to the lender
4	Paid Till Date	Integer	During the agreed period (between effective date and Good through date), total amount paid by the customer and allocated to account balances

4.5.2.5 Customers

The ‘Customers’ widget shows the following details:

1st Pane

Sl No	Details	Type	Comment
1	Customer Name	Text	Shows the Customer Name
2	Relationship Type		Shows the relation of the customer with account
3	Customer Initials	Text	Shows the initials of the customer name

2nd Pane

Below details are shown on click of each customer in the 1st Pane

Sl No	Details	Type	Comment
1	Relationship Type	Text	Shows the relation of the customer with account on the top right
2	Name	Text	Shows the Name of the customer
3	Customer#	Number	Shows the Customer# of the customer
4	SSN	Number	Shows the SSN of the customer
5	National ID	Number	Shows the National ID of the customer
6	Birth Date	Date	Shows the Date of Birth of the customer
7	Gender	Text	Shows the Gender of the customer
8	Email	Text	Shows the Email of the customer
9	Language	Text	Shows the Language of the customer
10	Marital Status	Text	Shows the Marital Status of the customer
11	Disability	Text	Shows if the Disability is Yes or No
12	Skip	Text	Shows if the Skip is Yes or No
13	Stop Correspondence	Text	Shows If the stop correspondence is Yes or No
14	Active Military Duty	Text	Shows if the customer is on Active Military Duty
15	Timezone	Text	Shows the Timezone of the customer

3rd Pane

Below details are shown in contracted mode on click of each customer in the 1st Pane

Address Information
Telecom Information
Employment Information

Below details are shown on click of each details

Address Information

Shows all the address available for the customer

Sl No	Details	Type	Comment
1	Address Information	Text	Header
2	Address Type	Text	Shows the address type
3	Current Indicator	Text	Shows if the address is the current address
4	Permission to Call	Text	Shows if permission to call is allowed
5	Mailing	Text	Shows if this is the mailing address
6	Address	Text	Shows the full address
7	Phone Number	Text	Shows the phone number

Telecom Information

Shows all the telecom details available for the customer

Sl No	Details	Type	Comment
1	Telecom Information	Text	Header
2	Telecom Type	Text	Shows the telecom type
3	Current	Text	Shows if this is the current telecom details
4	Permission to Call	Text	Shows if permission to call is allowed
5	Permission to Text	Text	Shows if permission to text is allowed
6	Timezone	Text	Shows the timezone
7	Phone Number	Number	Shows the phone number along with extension
8	Best time to call	Time	Shows the best time to call
9	Best day to call	Text	Shows the best day to call

Employment Information

Shows all the employment details available for the customer

Sl No	Details	Type	Comment
1	Employment Information	Text	Header
2	Employment Type	Text	Shows the employment type
3	Current	Text	Shows if this is the current telecom details
4	Permission to Call	Text	Shows if permission to call is allowed
5	Permission to Text	Text	Shows if permission to text is allowed
6	Address	Text	Shows the full address
7	Phone Number	Number	Shows the phone number
8	Employer	Text	Shows the employer

4.5.2.6 Account Details

The ‘Account Details’ widget shows the following details:

Sl No	Details	Type	Comment
1	Active Date	Date	Shows the active date of the account
2	Last Activity Dt	Date	Shows the last activity date of the account
3	Due Day	Number	Shows the Due day of the account
4	Last Pmt Dt	Date	Shows the last payment date of the account
5	Customer Grade	Text	Shows the customer grade of the account
6	App#	Number	Shows the App# of the account
7	Producer	Text	Shows the Producer# and Producer Name
8	X-Ref	Number	Shows the X-Ref of the account
9	Paid Off Dt	Date	Shows the Paid off date of the account
10	Effective Dt	Date	Shows the Effective date of the account
11	Current Pmt	Integer	Shows the Current Pmt of the account
12	Last Bill Amt	Integer	Shows the last Bill Amt of the account
13	Last Pmt Amt	Integer	Shows the last Pmt Amt of the account
14	Charge off Dt	Date	Shows the Charge Off date of the account
15	Military Duty	Text	Shows the Military duty is active or not
16	Customer Score	Number	Shows the customer score
17	Behaviour Score	Number	Shows the behaviour score
18	Written Off Balance	Integer	Shows the write off balance

4.5.2.7 Timeline View

The ‘Timeline View’ widget shows the following details:

Below Radio buttons have been provided to filter Transactions/ Call Activity

Monetary – Displays all Good Monetary Transactions
Non-Monetary – Displays all Non-Monetary Transactions
Payments – Displays all Good Payments
Call Activity
- Display Call Activities (Action/Result) with Right person contact flag as YES
- Display Call Activities which will result in condition/Queue Change on the Account
- Display PTP (Promise to Pay) Events.

All – Displays Monetary, Non-Monetary, Payments and Call Activities
In case of transactions, Transaction Description and Date are displayed.
In case of Call Activities, Action/Result description and date in time line are displayed.

4.6 Customer Service

The Customer Service section consists of the following sub-sections under it.

4.6.1 Call Activities

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.

4.6.1.1 Recording Call Activity

To record a call activity, click ‘Add’ in Call Activities section. System displays the following screen.

Populate the required details in the following fields:

In this field:	Do this:
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 the person 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 Amount	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.
Followup Date	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.
Comment	Specify additional information of the call activity, if any.
Appointment	Check this option 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.

Click ‘Add’ to update the details.
You can cancel a recorded call activity using the Edit option. Scroll toward the ‘Comments’ column and select the Edit option as indicated below.
In the ‘Edit Call Activities’ dialog, select the Cancel option and provide the reason as a comment.

4.7 Account Details

The Account Details section consists of the following sub-sections under it.

4.7.1 Account Details

This screen displays the various account related details in Account Information section in View mode.

View the following information.

4.7.2 Insurances

This section displays the Insurance Information details that was entered while funding an application during origination. The Insurance Information screen displays the details of all financed insurances, including cancellation and refund information whenever applicable.

View the following information:

In this field:	View:
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.
Txn Dt	The transaction date.
Effective Dt	The insurance effective date.
Premium Amt	The insurance premium amount.
Term	The insurance term.
Status	The insurance status.
Deduct Fee From	View the option defined in setup screen (Setup > Administration > Products > Insurances) to deduct the cancellation fee. ‘Premium Amount’ indicates fee is deducted upfront before computation and ‘Rebate Amount’ indicates fee is deducted after computation.
Auto Premium Rebate Allowed	Indicates if Auto Premium Rebate is allowed.

Clicking on ‘i’ button, the insurance details are displayed in popup window:

4.7.2.1 Create Tracking

You can define and maintain the insurance tracking parameters in the Create Tracking section.

In the Insurance Information section, scroll to the right and select ‘Create Tracking’ from more options menu. However note that, Create Tracking option is available only for first time and later you can View and Edit the created tracking parameters.
The Create Tracking window displays Sub-Parameter, Parameter and Value fields. Update the ‘Value’ for required parameters and click Add.
Once done, click ‘refresh’ button to update the tracking details.

4.8 Customer Details

The Customer Details screen facilitates to view and maintain Customer and Business related information associated to the account.

This screen consists of two sub tabs:

Customer
Business

If the selected account belongs to an individual Customer, this tab is displayed as ‘Customer Details’ and if there is no customer linked and only a business is involved in the account such as commercial leasing, this tab is displayed as ‘Business Details’. In case both Customer and Business are involved in the account, this is still displayed as ‘Customer Details tab’ and both the sub tabs ‘Customer’ and ‘Business’ are displayed.

Using the Customer sub tab, you can view and update the existing Customer/Business details. When an existing record is updated and saved, the same becomes the current/primary details of the customer and the current indicator is set to ‘Y’ by default. In such a case, the previous customer/business details are disabled (set to N), you can select the ‘Show All’ check box in Customer Information section to view the disabled records along with current record.

4.8.1 Customer

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

In the Customer section, you can view the following fields information:

In this field:	View this:
Customer Details section
Relation Type	The account relation type which are attached to account and are enabled (excluding deceased customer relations).
First Name	Customer’s first name.
Last Name	Customer’s last name.
Date of Birth	Customer’s date of birth.
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.
Email	Email address details.
Enabled	Indicates if customer record is enabled.
Identity Information section
National ID	Customer’s national identification.
Nationality	Customer’s nationality.
Visa #	Customer’s visa number.
Passport #	Customer’s passport number.
Passport Issue Date	Passport issue date.
Passport Expiry Date	Passport expiry date.
Gender	The customer’s Gender
Mother’s Maiden Name	Mother’s maiden name
Education	Customer’s Education
Language	Customer’s language
Marital Status	Customer’s marital status
ECOA	The Equal Credit Opportunity Act code.
Power of Attorney section
Power of Attorney	The POA indicator
Holder Name	The holder’s name
Address	Attorney holder’s address
Country	Attorney holder’s country
Nationality	Attorney holder’s nationality
Phone	Attorney holder’s Phone
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	Active Military Duty effective Date
Order Ref#	Active Military Duty Order ref#
Release Dt	Active Military Duty release Dt

4.8.1.1 Address Information

This section indicates the Address details of the customer. For more details on the section, refer to ‘Address Information’ section.

4.8.1.2 Telecom Information

This section indicates the Telecom details of the customer. For more details on the section, refer to ‘Telecom Information’ section.

4.8.1.3 Employment Information

This section indicates the Employment information details of the customer. For more details on the section, refer to ‘Employment Information’ section.

4.8.1.4 Credit Score Information

This section indicates the following Credit Score Information details of the customer.

Credit Limit Details section
Max Limit	View the maximum credit limit amount sanctioned for this customer.
Total Utilized Amt	View the total credit limit amount utilized.
Available Amt	View the credit limit available amount from the sanctioned limit.
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 this 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.
Utilization Details
% of Utilization	View the percentage of credit limit used to fund the account against the customer.
Utilization Amount	View the amount of credit limit contribution of customer towards Account current balance.

4.8.2 Business

If this is a SME or Business account, information gathered on the application entry process regarding the business and business’s address, partners data, affiliates data, phone numbers and business credit score appears on the Customer Service screen’s Business sub tab.

Using the Business sub tab, you can add new business details to an account and/or update the existing business’s address, partners and affiliates information, or phone listing. New business details can be added even after an account is created and is usually done in case when the existing business is taken over by another business.

On adding a new business, the Business # is auto generated by the system and other details such as business’s Addresses, Telecoms, Partners, credit score and so on are to be manually updated. Also, if there is a pre-defined Customer Credit Limit allocation to an existing business, the same is reinstated to new business automatically.

In the Business Details section, you can add and view the following details. A brief description of the fields are given below:

In this field:	View this:
Business #	View the system generated business number. This field is displayed only while you update existing Business details.
Business Category	Select the Business category from the drop-down list.
Name of the Business	Specify the name of business.
Contact Person	Specify the contact person at the business.
Bank Acc #	Specify the bank account number of the business.
Avg Checking Balance	Specify the average checking balance.
Email	Business’s e-mail address.
Credit Limit Details section
Max Limit	View the maximum credit limit amount sanctioned for this customer.
Total Utilized Amt	View the total credit limit amount utilized.
Available Amt	View the credit limit available amount from the sanctioned limit.
Max Late Charge	View the maximum amount of late charge that can be levied for this 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.

4.8.2.1 Address Information

This section indicates the Address details of the Business. For more details on the section, refer to ‘Address Information’ section.

4.8.2.2 Telecom Information

This section indicates the Telecom details of the Business. For more details on the section, refer to ‘Telecom Information’ section.

4.8.2.3 Partner Information

This section indicates the partner details of the Business and displays the following information::

In this field:	View this:
Current Permission to Text	Check this box if customer has provided permission to contact through text message.
Phone	Partner’s phone.
SSN	Partner’s social security number.

4.8.2.4 Affiliates sub tab

This section indicates the In Business Affiliates information. A brief description of the fields are given below:

In this field:	View this:
Name of the Business	Affiliate’s business name.
Legal Name	Affiliate’s legal name.
Ownership (%)	Affiliate’s percentage of ownership.

4.8.2.5 Business score

Business score or business credit score is a numeric summary of business credit history compiled by the three major credit bureaus - Equifax, Trans Union, and Experian. This is obtained during Credit bureau pull and is one of the indicator for a business account in the entire credit report.

The Business Score tab displays all the business score data maintained in the system. Though the business score is recorded while funding, the same can be captured and updated regularly during the life cycle of business account to get a snapshot of credit score movements in recent history.

The business score can be updated on required intervals by posting ‘Business Credit Score Update’ non monetary transaction and the data is populated into this screen. For more information, refer to Customer / Business Credit Score Update section.

A brief description of the fields are given below:

In this field:	View this:
Score Received Dt	View the date when business score was received from credit bureau.
Source	View the name of credit bureau from where the credit score is received.
Score	View the business credit score value.

4.9 Collateral

Collateral Management enables the user to record a new collateral, evaluate it, and re-evaluate the existing collateral.

Collateral Management System helps to minimize the frauds which involve the same collateral being pledged for different mortgage.

This screen consists of the following:

Home / Vehicle
Seller

4.9.1 Home / Vehicle

If the account’s collateral is a vehicle, the Collateral screen opens at Vehicle tab:

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

Click ‘+’ to add the Home / Vehicle collateral details:

4.9.1.1 Vehicle Details

In this field:	View this:
Primary	If selected, then this asset is the primary collateral.
Substitution	Select this option to allow collateral substitution.
Asset Number	View the asset number which is automatically generated.
Asset Class	Select the asset Class from the drop-down list.
Asset Type	Select the asset type.
Sub Type	Select the asset sub type.
Status	Select the vehicle status.

4.9.1.2 Type & Description

In this field:	View this:
Select Make and Model	Select the Make and Model number of asset from the drop down list.
Year	Specify the year of the vehicle.
Estimated Life	Specify the estimated life of the asset.
Make	Specify the make of the vehicle.
Model	Specify the model of the vehicle.
Identification #	Specify the vehicle identification number.
Description	Specify the description of the asset.
Condition	Select the condition of the asset from drop-down list.

4.9.1.3 Lien Details

In this field:	View this:
Lien Status	Select the type of Lien action.
Lien Event Dt	Select the lien event date from the calendar.
Second Lien Holder	Specify the name of second lien holder.
Comments	Specify additional details if any.
Lien Release Entity	Select the lien release entity from the drop-down list. The list displays the following values: - Customer - Producer - Others - Business Note: If ‘Others’ is selected as the Lien Release Entity, ensure that the Entity Name and Address details are updated correctly since the same is not auto-validated with the data maintained in the system.
Entity Name	If you have selected the lien release entity as ‘Customer’ or ‘Producer’, system automatically filters entity name list with corresponding customer accounts or producer. Similarly, if the lien release entity is selected as ‘Business’ system displays the Business name if the asset is linked to Business account. Select the required entity name from the drop-down list. If you have selected the lien release entity as ‘Others’ specify the entity name.

4.9.1.4 Address

In this field:	View this:
Country	Select the country.
Address #	Specify the address number.
Address Line 1	Specify the first address line.
Address Line 2	Specify the second address line.
Zip	Select the zip code.
Zip Extn	Specify the zip extension.
City	Specify the city.
State	Select the state.
County	Select the county.

4.9.1.5 Usage Details(Life)

The details maintained in this section is used to calculate ‘EXCESS USAGE FEE’ in payoff quote and termination transactions.

In this field:	View this:
Start	View/specify the start unit of asset usage.
Base	View/specify the base units.
Extra	View/specify the extra usage units.
Total	View/specify the total usage units.

Clicking Edit option allows to edit the following details:

4.9.1.6 Valuation Details

The Valuation sub section contains information about the value of the asset. The Values section enables you enter the value of the asset. The Addons sub tab records information about any add ons associated with the collateral.

A brief description of the fields is given below:

Field:	Do this:
Valuations section
Current	Select if this is the current valuation.
Valuation Dt	Specify the valuation date.
Source	Select the valuation source.
Edition	Specify the valuation edition.
Supplement	Specify the valuation supplement.
Wholesale
Wholesale Base	Specify the wholesale value.
Usage	Specify the usage value; that is, the monetary effect that current mileage has on the value of vehicle.
Retail
Retail Amount	Specify the retail value.
Addons +	View the add-ons value.
Usage Value +	Specify the usage. This pertains to product and usually is entered as the current mileage on vehicle.
Total Value =	View the total value.

4.9.1.7 Addons

The Addons sub tab records information about any add ons associated with the collateral.

From the options menu, select Addons as indicated below:

Click + to create new addon. A brief description of the fields is given below:

Field:	Do this:
Addons Attributes	Select the Addons Attributes from the drop-down list.
Value	Specify the value of the addon attribute.
Amount	Specify the addon amount.

4.9.1.8 Usage Charge Matrix

The Usage Charge Matrix sub tab allows you to define and maintain different chargeable slabs based on the combination of Billing Cycle and Charge Type. The details maintained here are used for billing calculation based on a particular asset usage.

For more information on how OFSLL handles Usage based leasing, refer to Appendix - Usage Based Leasing chapter and for Rental based leasing, refer to ‘Rental Agreement’ section in Lease Origination User Guide.

In the ‘Usage Charge Matrix’ section, you can view, add and edit the asset usage details.

Click Add, to add the following information A brief description of the fields is given below:

In this field:	View this:
Billing Cycle	Select the frequency of the billing cycle for the asset from the drop-down list.
Units From	Specify the minimum number of units from which the current usage charge matrix is applicable.
Charge Per Unit	Specify the amount to be charged for every unit.
Charge Type	Select the Charge Type as one of the following from the drop-down list. The list is displayed based on CHARGE_TYPE_CD lookup. - BASE (Units considered as base and chargeable at base rate) - EXCESS CYCLE (Units beyond base units and chargeable considering excess cycle) - EXCESS LIFE (Units exceeding the total contracted units and chargeable considering excess life cycle) Excess life is not applicable for Rental agreement type.
Enabled	Check this box to enable the charge matrix for usage calculation.

You can click ‘Edit’ to update the Usage Charge Matrix details:

4.9.2 Seller

The Seller section enables you to view seller details of the collateral. You can also view the address of the seller but cannot edit or modify details of the seller.

In Seller Details section, click View and view the following:

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

In Seller Address section click View and view the following:

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

4.10 Transaction History

The Transaction History screen displays the list of payment related records associated with the account.

The Transaction History screen consists of the following:

Due Date History
Repayment Schedule
Work Orders

4.10.1 Due Date History

The Due Date History section provides a delinquency history, 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, view the following:

In this field:	View this:
Due Date	The due date.
Due Amount	The due amount.
Last Payment Date	The last payment date.
Payment Amount	The payment amount.
Balance Amount	The balance amount.
Days Past Due	The days past due.
Payment Received	If ‘Y’, indicates the payment was received. Else indicated as ‘N’.

4.10.2 Repayment Schedule

The Repayment Schedule section contains information about schedule of repayment.

In the Repayment Schedule section, view the following information:

In this field:	View this:
Sequence	The payment sequence number.
Date	The repayment date.
# of Payments	The number of payments.
Payment Amount	The payment amount.
Generated	If selected, indicates that the repayment schedule has been generated.

4.10.2.1 Repayment Schedule Details

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

In the Repayment Schedule Details section, view the following information:

Repayment Schedule Details section
Date	The repayment date.
Payment Amount	The payment amount.
Principal Amount	The amount paid to principal.
Interest	The amount paid to interest.
Balance Principal	The balance of the principal.

4.10.3 Work Orders

The Work Orders link allows you to assign an account to a vendor for a service that the vendor provides, view the history of work order changes and define tracking attributes.

A brief description of the fields is given below:

In this field:	View this:
Company	The company of the account.
Branch	The branch of the account.
Sub Unit	View the Sub Unit associated with the company/branch combination. System automatically displays the Sub Unit mapped in Setup > User > Companies > Branch Definition screen.
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’.
Master Account #	View the Master Account number of the customer. During the funding process, an application can either be marked as ‘Master Account’ or ‘Linked to Existing Master Account’ in the Master Account tab of Origination screen. - If marked as Master Account, system populates the Master Account # which is same as Account #. - If Linked to Existing Master Account, system populates the selected Master Account #. - If the Application is neither marked as ‘Master Account’ nor ‘Linked to Existing Master Account’, then this field is displayed as UNDEFINED.
Master Account	View the Master Account indicator value propagated from Origination on funding an application. ‘Y’ indicates that the current account is a Master Account and ‘N’ indicates its not.
Product	The product for the account.

In the Vendor Work Order view the following information:

Field:	Do this:
Work Order Type	Select the work order type from the drop-down list.
Work Order #	Displays the work order number.
Case #	Displays the case number received from third party vendor interface.
Channel	Select the OFSLL interfaced channel from the drop-down list. If the channel is selected as ‘GENERIC RECOVERY INTERFACE’, the work order is processed through an external system. For more information, refer to Appendix chapter - ‘Generic Recovery Interface (GRI)’.
Reason	This field is enabled only if the status of work order is selected as PENDING ON HOLD, RELEASED or PENDING CLOSE. You can select the appropriate reason from the drop-down list.
Date	Displays the date when work order was created.
Estimated	Displays the estimated amount, which is the sum of all the services added to the work order.
Vendor	Select vendor who will service the work order from the drop-down list. The list of vendors are displayed based on the selected Channel, Work Order Type, and Account.
Status	Select the work order status from the drop-down list. If the status is selected as ‘SEND TO GRI’, the work order is processed through an external system. For more information, refer to Appendix chapter - ‘Generic Recovery Interface (GRI)’.