Workflow tasks

Everyone works differently, but if you are looking for some initial support to help you start to create your tasks & checklists for the loan application process, below is an example that you can use as a guide and add to as required for your individual business processes.

Tasks and checklists are not limited to the following, this is mealy a starting point for you when creating the opportunity pipeline workflow.

We are using Statuses/Stages as per the default opportunity pipeline as our checklist names and adding tasks to the checklists, however you can choose your own checklist names or where to add tasks, to tailor the workflow to operate specifically based on various attributes of the loan e.g. a specific checklist for refinances.

• Phone client - initial introduction, obtain clients details and preferred contact method

• Make appointment with client, conduct initial interview.

• Issue Credit Guide via Infynity

• Issue NCCP Quote (if charging a fee)

• Flag client account with profiles including Referrer details.

• Add client to marketing lists.

• Add file note with referral information

• For new purchases advise client to obtain Insurance, offer Honey Insurance and Utilities Smart Select

• Discuss and confirm client has sufficient life or mortgage insurance and make necessary referrals and notes as required

• Set up for SMS birthday messages.

• Update Infynity notes

• Request client complete Fact Find and provide required supporting documents

• Complete credit check as required.

• Review information received and conduct fact find interview

• Update Infynity notes

• Confirm receipt of required supporting documents

• Make reasonable enquiry into clients living expenses.

• Verify declared client information against supporting documents (eg. Income verification via Wages credits to Bank accounts and Payslips - Expense verification against provided Bank Statements).

• Complete initial servicing

• Discuss an exit strategy for any applicants in their 40's (if required)

• Complete funding calculator to ensure clients have sufficient funds to complete this transaction.

• Update Infynity notes

• Create client notes.

• Assess Lender credit policy.

• Discuss any lender specials.

• Compare products based on loan requirements.

• Complete refinance comparison questions and calculator for all refinance loans ($ for $ refinance value)

• Prepare lender servicing calculator and upload into Infynity (Lender Servicing Calculator to be obtained via

Lender Broker Portal)

• Update Infynity notes

• Complete SOCA and present to clients, ready for client signing

• Update Infynity notes

• Check for return of signed SOCA, make sure it has been signed and dated by all applicants either wet signature or electronic signature.

• Check for return of signed NCCP Quote (if charging a fee)

• Check no changes to recommended product, Lender or any information within the SOCA

• Validate details within SOCA loan submission

• If ordering valuation upfront, follow Lender specific valuation ordering process

• Prepare Lender cover sheet.

• Update Infynity notes

• Validate fields within AOL.

• Print lender application Pack for client signing.

• Confirm receipt of signed Lender Pack

• Upload supporting documents into AOL.

• Submit the Loan application to Lender.

• Confirm receipt of submission lodged.

• Check Lender SLA.

• Confirm with clients the submission and discuss the Lender SLA to set expectations

• Update Infynity notes

• Confirm pricing, loan amount and product and security are correct.

• Phone client to discuss conditional approval.

• Follow up any outstanding requirement/documents as requested by lender.

• Advise client once valuation has come back and discuss any changes.

• Update Infynity notes

• Phone client to confirm unconditional approval and advise of next steps.

• Advise related parties of the approval (RE agent, Solicitor, Accountant etc).

• Email clients and related parties the approval letter.

• Update Infynity notes

• Confirm issue of loan offer and documents, check with client has received electronically or physical documents for signing and review with client.

• Follow up return of signed Lender Loan Offer and mortgage documents.

• If refinancing, ensure client has completed in full and signed Discharge of Mortgage for outgoing lender

• Follow up settlement is booked.

• Confirm funds to complete are available.

• Update Infynity notes

• Phone client to advise of the settlement confirmation and congratulations.

• Check client has access to online banking.

• Arrange for card or gift basket for clients.

• Check all supporting documents have been uploaded into Infynity.

• Send customer experience survey and ask for review and referral to family and friends.

• Add client to future marketing as part of Customer Care post settlement.

• Follow up any other product or services referrals.

• Update Infynity notes

Once you have created your Tasks and Checklists you can add the checklists into your Pipeline Workflow to the relevant status/stage that you require.

You can see and action tasks in a number of different ways.

• All tasks will appear on the home default page as either, todays timeline or overdue if you have forgotten to complete a task.

• They will also appear in the activities page (via the Accounts tab >> Activities)

• You can see the assigned tasks within the opportunity pipeline client flyout.

We hope by creating and using the Opportunity Pipeline tasks/workflows, it helps you built effective processes to engage with all your clients.

Disclaimer: This information is current as at the time of each QRG publication. It is a general information guide only.