Default Complaint Process

General

A major function of LoanPro software is to make common company processes as streamlined and effective as possible, to save users on time and manpower. This article will cover how this is generally accomplished with the Complaint process.

Diagram

The flow chart below outlines all the changes and processes implemented by LoanPro directed by the agent user's inputs in the wizard. The agent user's role is outlined in this article.

Default Complaint Process

The Default Complaint Process provides ease in dealing with and properly recording customer complaints on loan accounts.

Starting the Process

In the event that a customer files a complaint, the agent managing the customer's account can enter the specific loan and navigate to the 'Wizards' tab. This page shows all the process wizards available for use on the account. Some of the process wizards have certain requirements in regards to the loan that must be meet in order to start the process wizard. On the 'Wizards' tab, select the drop-down menu near the top and select the 'Servicing' category.

In order to access the wizard, the loan must be in the 'Open', 'Closed', or 'Application' status. If the loan meets that criteria, click OPEN and START on the 'Complaint Wizard'. 

On this page, select an appropriate 'Complaint Status' from the drop-down menu. Click SAVE and NEXT to proceed. 

On this page select the necessary Action and Result, then document any additional relevant information regarding the complaint in the note. Once you have completed and saved the note, click NEXT to exit the wizard and complete the process.


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