07 - MANDATORY - Communication Plan

Transcription

Ikano Online Credit Approval
User Guide v1.3
User Guide v1.3
1(21)
User Guide v1.3
Table of Contents
Part 1.
An introduction to the Ikano Online Credit Approval system ......................................................3
Part 2.
Logging into the system ...................................................................................................................3
Part 3.
Creating a new application...............................................................................................................4
3.1
Step 1 - Start application .....................................................................................................................4
3.2
Step 2 - Select a product .....................................................................................................................5
3.3
Step 3 – The Explanation ....................................................................................................................6
3.4
Step 4 – Personal Details ....................................................................................................................7
3.5
Step 5 – Enter address details ............................................................................................................8
3.6
Step 6 – Enter employment details ...................................................................................................10
3.7
Step 7 – Enter financial details..........................................................................................................10
3.8
Step 8 - Cancelling Credit Application ..............................................................................................11
3.9
Step 9 – Finish ..................................................................................................................................12
3.10
Accept ...............................................................................................................................................13
3.11
Referred Applications ........................................................................................................................14
3.11.1 Referral/1 .......................................................................................................................................14
3.11.2 Referral/2 .......................................................................................................................................15
Part 4.
Finding an existing application .....................................................................................................16
Part 5.
Troubleshooting ..............................................................................................................................17
Appendix A –Phoning in a manual application (Contingency Method) .........................................................18
Appendix B –Suspicious customer behaviour .................................................................................................21
2(21)
User Guide v1.3
Part 1.
An introduction to the Ikano Online Credit Approval
system
What is the Ikano Online Credit Approval system?
The Ikano Online Credit Approval system is the software used to process the Ikano credit applications
that are completed in your store. Customer data is captured directly into the online application form
and an instant credit decision will be returned for your customers.
Please note that some of the sections or instructions in this guide may not be applicable for the credit
products you offer.
Important: This credit facility does not accept applications to finance gift vouchers.
Minimum technical requirements
It is recommended that you have a compatible version of Internet Explorer (i.e. 7 or above) and the
latest Adobe Acrobat Reader installed on your store computer.
Launching the Ikano Online Credit Approval system
When you receive your registration confirmation e-mail, you will be given an Ikano Online Credit
Approval program icon to save on your desktop. Simply double-click this icon when you wish to use
the Ikano Online Credit Approval software.
Part 2.
Logging into the system
1. Double-click on the Ikano Online Credit Approval icon saved on your desktop. You will see the
following screen:
Will be
prepopulated
Note: Automatic logout after 10 minutes of inactivity.
If forgotten
or locked
click in the
“Forgotten
Password”
link.
2. Click on “LOGIN”.
3(21)
User Guide v1.3
Part 3.
Creating a new application
3.1 Step 1 - Start application
Important: If at any time you believe the customer’s behaviour or responses are suspicious,
see Appendix B for instruction on handling potential fraudulent activity.
Pre-Application Checklist
Confirm that the customer:
 is over 18 years of age
 has a good credit history with no previous bankruptcies, IVAs, Debt Relief Orders,
recent CCJs or defaults
 is a UK resident and have lived in the UK for the last 12 months (unless you are
HM Forces Personnel)
 is not unemployed
 is not aware of any significant changes which may adversely affect their ability to
continue making repayments in the future
Please note that meeting the above criteria does not guarantee acceptance.
Tell the customer that credit is provided by Ikano Bank, and is available subject to status.
Confirm that the customer has ONE valid proof of identification:
 A current, valid UK issued Credit Card or Store Card
 A current UK issued Debit Card
 A full UK Driving Licence
 An unexpired UK or Eire issued Passport
 A British Forces Identity Card encompassing photograph



It is essential that you are able to identify the customer:

Where photographic ID is provided the photograph must be compared to the
customer.
 The type of ID and reference number must be annotated on the loan application
form.
Confirm that the customer holds a current UK bank account and can provide details of that
bank account for the Direct Debit. Direct Debit is mandatory for this type of credit.
Ensure the customer has at least one phone number available for contact (home, mobile
or work).
In case the application is referred, it will help the application process if the customer has
valid proof of current address. A valid proof of address can be any of the following:
 A full UK Driving Licence (If not used as ID)
 A UK Bank statement *
 A UK issued Credit Card or Store Card statement *
 A UK issued Mortgage statement *
 A Council Tax statement *
 A UK utility bill (defined as Gas, Electricity, Water or land line telephone)*



* must be dated in the last 3 months
4(21)
User Guide v1.3
Start Page - review the instructions on the screen:
Select the
desired
option here,
to start a
new
application
or search for
existing
applications.
3.2 Step 2 - Select a product
1. Enter the relevant and mandatory information.
2. Click the “CALCULATE PAYMENT PLAN” button. The payment plan summary will be displayed
on screen.
3. Repeat as necessary until the customer is satisfied with the relevant payment plan.
4. When the customer has decided which plan they want to choose, click on the “CHOOSE THIS
PAYMENT PLAN” button to save the loan amount and term.
5(21)
User Guide v1.3
3.3 Step 3 – The Explanation
Ensure that you read the explanation out aloud to the customer and they fully understand what
you have said before you move on to the next screen.
6(21)
User Guide v1.3
3.4 Step 4 – Personal Details
Credit or debit
card: last 4 digits
All other types: full
number/code
1. Enter the relevant and mandatory information including the monthly expenditure details.
2. Click on the “CONFIRM DETAILS AND CONTINUE” button.
7(21)
User Guide v1.3
3.5 Step 5 – Enter address details
Enter the postcode and house/flat
number, then click “FIND ADDFRESS”.
Enter the flat number where it is relevant.
This will help prevent applications from
being referred unnecessarily.
8(21)
User Guide v1.3
1. Enter the relevant and mandatory information including the monthly expenditure details.
9(21)
User Guide v1.3
3.6 Step 6 – Enter employment details
3.7 Step 7 – Enter financial details
Important: This credit product requires repayment by direct debit. When the application is accepted,
Ikano will set up a Direct Debit to claim the monthly repayments from the customer.
10(21)
User Guide v1.3
If the customer is happy to continue and not cancel the application, skip Step 9 and proceed
directly to Step 10.
3.8 Step 8 - Cancelling Credit Application
Up until the “submit” stage, the customer can cancel the application at any point in the process. To
cancel an application:
1. Click on the Main Menu button.
2. Select the Cancel Application option.
3. Read the instructions on the Cancel Application page.
4. Click the Cancel Application button.
5. Click the OK button on the cancellation confirmation popup window. This will return you to the
Start Page.
Should the customer wish to apply again at a future time, simply start the process again from the
beginning as a new application. As the original application was not sent to a Credit Reference Agency
for scoring and validation, there will be no impact to the customer’s credit history.
11(21)
User Guide v1.3
3.9 Step 9 – Finish
IMPORTANT: Ensure you have explained to the customer that you are about to conduct a Credit
bureau search at this stage. You must have the customer’s consent to conduct the credit search
before you submit the application.
1. If you feel that the applicant is obtaining the loan product fraudulently, then tick the “Code 10
Application Referral” box before submitting the application
2. Click the Submit Application button to have the application sent for decisioning.
Important: Credit applications that have been started but have not reached the “decision” stage will
be automatically cancelled after 90 days.
When the decision is returned, you will see one of the following screens:
12(21)
User Guide v1.3
3.10
Accept
Printing Checklist
Confirm with the customer that the agreement details are correct.
Confirm that the account number and application ID number in the relevant sections on the
printed form are correct.
Obtain the customer’s signature on the application form and all copies of the agreement
form.
The customer’s signature provided on the loan application form must match the signature
on the proof of identification given.
Sign the agreement form on behalf of Ikano.
Place application form, and Ikano’s copy of the agreement form and terms and conditions,
in the Application Return Envelope and put them in the post at the end of each day.






Important: Please note that the PDF document MUST NOT be saved to your computer’s hard drive
or to a USB flash drive, or other external storage device. This restriction must be enforced to comply
with the Data Protection Act, in the prevention of mishandling a customer’s personal details and to
minimize the risk of any potential fraudulent activity.
Reprinting the Agreement
There may be situations where you are unable to print the customer’s agreement immediately upon
receiving an accept decision. If you need to reprint a customer’s agreement:
1. Click on the Main Menu button.
2. Select the Search Application option.
3. Enter the customer’s surname in the search criteria.
4. Locate the customer in the returned search results.
5. Click on the VIEW hyperlink.
6. Click on the reprint agreement button.
IMPORTANT: Please note that “re-printing” an application is not equivalent to creating a new
application. You will not be able to alter any of the customer information, nor will you be able to
resubmit the application for decision.
PLEASE REMEMBER THE FORM CONTAINS SENSITIVE CUSTOMER DATA AND NEEDS TO
BE STORED SECURELY.
13(21)
User Guide v1.3
3.11
Referred Applications
3.11.1
Referral/1
If Referral/1 appears in the Decision field, this means further work is required from the underwriters at
Ikano:
Referral Checklist
Advise the customer that you are unable to complete their application at this time, as it has
been referred for further checks.
Make a note of the application ID that is found on the upper right corner of the screen. This
will help you search for the application if you need to leave this screen.
Follow the instructions on the screen, unless you have specifically been advised to follow an
alternative approach in your system training
Advise the customer that if Ikano are unable to make an immediate decision, Ikano will write
to the customer with further information. Ikano will provide a reference number for their
documentation.




14(21)
User Guide v1.3
3.11.2
Referral/2
If Referral/2 comes back as a decision:
1. Advise the customer that unfortunately, the application cannot be processed at this time and
an alternative method of payment will be required.
2. Let the customer know that Ikano will write to them to advise of the application decision.
15(21)
User Guide v1.3
Part 4.
Finding an existing application
1. Select Search for Application from the menu.
Enter search criteria.
Click to return search results
that match the criteria.
A sample of returned search results:
Click to view additional details.
Closes the pop up window and returns
you to the search results screen.
Click to resume an application in progress
or to return to a decision screen.
16(21)
User Guide v1.3
Part 5.
Troubleshooting
Problem
System is unavailable
Cannot log into system
Other technical issues
Recommended Action
We want you to be able to process every application even if the system is
unavailable. In this situation you can phone applications in to Ikano on the
number identified in your retailer pack or you can wait until the system is
available.
You will need to capture customer information using the electronic PDF
application form, included in your registration pack or your paper application
pads. Please see Appendix A for instructions on how to phone in an
application.
Once the application has been processed and the paperwork signed, send to
the Ikano Bank.
Contact your local systems administrator for assistance.
You will need to capture customer information using the electronic PDF
application form, please see Appendix A for instructions on how to phone in
an application.
Ikano is not responsible for resolving any other computer, network, internet, or
printer problems. These must be managed by your own IT service provider
and/or systems administrator.
Please make note of any system generated error message you might receive, as these details may
help the investigation and resolution of the issue by the relevant IT team.
17(21)
User Guide v1.3
Appendix A –Phoning in a manual application (Contingency
Method)
There may be situations when the online application is unavailable. To ensure your customers are
able to apply for these credit products, simply complete the application PDF form and telephone Ikano
to process the customer’s details.
What is this form?
These are the Ikano Interest Free Credit application forms. They are in an electronic PDF format to
assist in entering customer details, rather than writing on a pre-printed form.
Where is this form?
They should be available as icons on your computer desktop. If you are unable to find the icons on
your computer desktop, please contact your Ikano Representative to ensure they email it across to
you
When do I use this form?
Use these forms when the online application is not available to process credit application forms.
How do I open this form?
They are opened using Adobe Acrobat Reader. If you do not have Adobe currently installed on your
computer, please check with your IT department before downloading it from this site:
http://get.adobe.com/uk/reader/.
How do I know what fields I must fill in?
To understand which areas of the forms are meant for data entry, as well as being able to clearly see
which fields are mandatory, simply click the “Highlight Fields” button in the upper left corner of the
window.
This is an illustration of the form:
18(21)
User Guide v1.3
How do I navigate through this form?
There are two ways to move between fields on these forms:
 Use the tab key.
 Using the mouse, point to a field and click to enter information or to select a value from a drop
down list.
Can I change the loan amount or terms if the customer asks?
The loan amount and terms may be changed on the electronic forms as often as is necessary until the
agreement is printed, signed, and phoned into the Ikano Customer Service centre. Ensure the final
decision on the loan amount and term are confirmed with the customer before printing, signing, and
phoning in the application form. Note that the amounts on the SECCI must match those on the signed
agreements.
Once the agreement is in place, no changes can be made to the amount or term.
Why can’t I save the form with customer data?
These forms were constructed to comply with the Data Protection Act in the prevention of mishandling
a customer’s application details and to minimise the risk of any potential fraudulent activity.
To clear the application forms, click the “Reset Form” button in the upper right section of page 1, or by
closing the form and re-opening it. If the forms are closed in the middle of entering the customer’s
data, the information will be lost when the form is reopened and will need to be re-entered.
How do I print this form?
19(21)
User Guide v1.3
There are two ways to print the application forms:
 Click the printer icon in the upper left corner below the menu bar.
 Select Print from the File menu on your browser.
Each page on the application form is identified as either “Ikano Copy” or “Customer Copy”. This can
be found at the bottom of each page.
What do I do once I have printed the form?
Printing Checklist
Hand the customer the SECCI (Pre-Contract). This is for them to keep and take home.
Confirm with the customer that the agreement details are correct.
Confirm that the account number and application ID number in the relevant sections on the
printed form are correct.
Obtain the customer’s signature on the application and agreement form.




1. Contact the Ikano Customer Service centre to relay the application details and obtain an instant
credit decision; the number can be found in your retailer pack as well as at the bottom of the Ikano
Online Credit Approval screen. You will need to write down the account number and application ID
on top of the application. This is also when you can complete fields that require calculated
amounts, such as the Total Amount Payable.
2. Decision:
a) If the credit application is accepted, obtain the customer’s signature on the Credit
Agreement. You will also need to sign the agreement on behalf of Ikano; or
b) If the credit application cannot be processed that day mark down the application ID
reference number at the top of the application. After the application ID, write “/2” to indicate
a referral/2 decision, or write “/1” to indicate a referral/1 decision. Neither you nor the
customer is to sign the agreement forms. Inform the customer that he or she will need to
use an alternative payment method.
Post-Decision Checklist
Hand the customer their copy of the signed agreement as well as the Terms and
Conditions.
Place application form, and Ikano’s copy of the agreement form and terms and conditions,
in the Application Return Envelope and put them in the post at the end of each day.


PLEASE REMEMBER THE FORM CONTAINS SENSITIVE CUSTOMER DATA AND NEEDS TO BE
STORED SECURELY. If you are not able to post the forms immediately, please ensure that they are
kept in a secure, locked location at your store.
3. Clear the application form by clicking the “Reset Form” button in the upper right section of page 1,
or by closing the form and re-opening it.
20(21)
User Guide v1.3
Appendix B –Suspicious customer behaviour
A customer applying for credit may be perpetrating fraudulent activity or may, themselves, have been
a victim of fraudulent activity.
What are the signs to identify a possible fraudulent applicant?
Customer appears nervous
Unsure of all their personal details
Is trying to hurry or distract you
Seeking confirmation of personal details via a mobile phone call
Request for high volumes of high value products
What can you do to help prevent someone committing fraud?
Always check the name on the Identification matches to the customer details (correct spelling)
Check that they are the correct gender to the name
Check the signatures match
Check Date of Birth on ID if available
Does the profile match the person in front of you (e.g. claiming 10 years at employer but they are 24
years old)
Scenario 1: Customer is genuine; however, application is referred.
An application that comes back as referral/1 may have been triggered by fraud flags against the
customer who has been the victim of fraud. An Ikano Customer Service agent will help you manage
this type of referred application when you phone it in.
Scenario 2: Code 10
If you believe a customer is attempting to complete a fraudulent loan application, complete the
application process as normal until the “submit” screen, there is a CODE 10 box to tick at the top of
the page. Once you have done that, you can then press the “Submit” button. The application will be
referred out, the fraud investigation team will look into the application further and will act accordingly.
The application will be considered “in progress”, so the Customer Service Agent will be able to
retrieve it and flag it in the system as Code 10.
The application will come back as a referral and Ikano will send the customer a letter.
21(21)

07 - MANDATORY - Communication Plan

Transcription

Similar documents

Online Academic Record Change

Wire Diagram

Zonare instructions - University of Florida

Untitled - Brookstone

Win 8 regional language settings

HNSA thanks Ed Zajkowski for his generous loan of the original

Flatbed

PBTV Instructions.indd - Paul Bunyan Communications

KWED Generic Referral Form

transferring your tickets