I would like to have my call center call the members for incomplete information on their online loan applications. How can I configure these incomplete leads, so they appear in a different tool instead of my regular loan queue (Tool #2)?

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This enhancement will be implemented for all credit unions on January 28^th, 2024.

It can prove to be time-intensive to task your lending professionals to work incomplete loan applications from members via online banking. Your credit union now has the option to move these applications to another tool. Through this change in procedure, you can assign the task of following up on leads to another team, such as your call center.

First, ensure you have configured a loan delivery channel code for “incomplete application” for the HB Online Banking delivery channel in Tool #462 Loan Delivery Channel Configuration.

Then, using Tool #475 Loan Workflow/App Controls, elect to send your incomplete online banking loan requests to show as a loan lead in Tool #13 Work Online Banking Apps/Requests. If you select Tool #13, you will also be required to configure the number of days for your purge from this queue. Refer to the other knowledge base item below for more details.

Once the leads are sent to Tool #13, your call center can select the lookup to filter for only loan leads to show on the screen.