Activity explanation

hadisotudeh

Hello,

Could you explain the meaning of the following activities?

W_complete

W_handles leads 

W_Call

W_validating (validates what? documents sent by an applicant?)

A_validating?

lizapovalyaeva

Join to the question, particularly i would like to clarify what W_Shortened completion, W_Handle Leads, W_Personal Loan Collection means?

W_Shortened completion - speed-up current process
W_Handle Leads - correction of the created order by employee
W_Personal Loan Collection - collection of credit history
I'm right?

BPIC2017

Every application walks through a series of statuses:

Submitted: a customer has submitted a new application from the website. A new application can also be started by the bank, in that case this state is skipped.
Concept: the application is in the concept state, that means that the customer just submitted it (or the bank started it), and a first assessment has been done automatically.
An employee calls the customer to complete the application.
Accepted: after the call with the customer, the application is completed and assessed again. If there is a possibility to make an offer, the status is accepted. The employee now creates 1 or more offers.
Complete: the offers have been sent to the customer and the bank waits for the customer to return a signed offer along with the rest of the documents (payslip, ID etc)
Validating: the offer and documents are received and are checked. During this fase the status is validating.
Incomplete: if documents are not correct or some documents are still missing, the status is set to incomplete, which means the customers needs to send in documents.
Pending: if all documents are received and the assessment is positive, the loan is final and the customer is payed.
Denied: if somewhere in the process the loan cannot be offered to the customer, because the application doesn't fit the acceptance criteria, the application is declined, which results in the status 'denied'.
Cancelled: if the customer never sends in his documents or calls to tell he doesn't need the loan, the application is cancelled.

Some of the statuses have a corresponding workitem for call agents to process. These are the so called 'standard workitems':

Handle leads
Complete application
Validate application
Call incomplete files
Assess potential fraud

Parallel to these standard workitems there are also 'custom workitems'. These can exist together with the standard workitems. Shortened completion and personal loan collection are examples of that.

Shortened completion means the customer has a certain profile that defines as a lower creditrisk. These application are investigated less thorough then higher risk applications.

'Personal loan collection' are applications for a Personal Loan. That product has a specific ruling for when the Sepa Direct Debit (collection) will take place. If an application is activated between the 1st and 7th day of the month the direct debit will take place on the 7th. The other debitdays are the 14th, 21st en 28th. Most customers prefer the 28th, so a lot of applications are placed in the 'personal loan collection' queue. They are all activated between the 21st and 28th to trigger the direct debit on the 28th. I quess you will encounter this strange phenomenon in the analyses.

theMarlzy

BPIC2017 said:

Some of the statuses have a corresponding workitem for call agents to process. These are the so called 'standard workitems':

Handle leads
Complete application
Validate application
Call incomplete files
Assess potential fraud

Would you also include Call after offers as a standard work item?

rosangelamariah

The workitems are created only by the bank, correct?

BPIC2017

Correct and call after offers is indeed another standard work item.

rreyes

Hello. Reading this explanation it says "Accepted: after the call with the customer, the application is completed and assessed again. If there is a possibility to make an offer, the status is accepted. The employee now creates 1 or more offers."....but in question 3 says..."How many customers ask for more than one offer....."....so....Who makes the offer...the employee,the customer, or both?
Thanks

BPIC2017

The customer asks for 1 or more offers and the employee created them and sends them to the customer.