Learning Guide. Broker Guide. Learn. Think. Grow

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1 Learning Guide Learn Broker Guide Think Grow Talent and Development July 2006

2 Table of Contents Introduction... 3 The Online Submission Process... 4 Which supporting documents do I need to send?... 5 Decision tifications... 6 Decisioning Times... 7 Error tifications... 9 Status Updates and tifications FAQs Contact Details Contact Details Online Applications Talent & Development Page 2 July 2006

3 Introduction The Commonwealth Bank Online Home Loan Application functionality provides a facility for brokers to submit applications electronically via internal software that is used within your Broker Head Group. One of the main benefits of submitting online is that you will receive a conditional decision within minutes. The aim of this guide is to explain the home loan process with the online system. It is important to note that while the online process provides an alternative means of data capture, the underlying information requirements of the Bank are the same. The system will actually enforce business rules to ensure that all required information is captured, and that certain requests are prohibited. It is important that you input information accurately to eliminate rework in the future. Talent & Development Page 3 July 2006

4 The Online Submission Process Talent & Development Page 4 July 2006

5 Which supporting documents do I need to send? Depending on your application, you may need to provide the following documents to support your online application (all forms, except FHOG applications, are available via your Broker Head Group or on the Colonial Adviser site). See Attachment 1 for a list of all Bank forms. Fax the supporting documents to the Bank s Loan Processing Centre, using the BRN as reference. (If you have not received a BRN, use your Application Id) as soon as you receive conditional notification from the Bank. Send supporting documents within 2 hours of application submission. If the Bank has not received the supporting information within 24 hours, we will send an error update via a request for missing information. The documents required are: Third Party Home Loan Application Coversheet Documentation Checklist. This coversheet includes BRN (if not, please note BILO Application at the top) and checklist of all supporting documents and full name of the first applicant (eg Christine Jane White rather than C J White). Privacy Acknowledgement and Consent (Borrower) Privacy Acknowledgement and Consent (Guarantor) Application for a Colonial Line of Credit Third Party Banking Home Loan Credit Card Application Low Documentation Loan Declaration Direct Debit Request (DDR) and Direct Debit Service Agreement (For Rate Lock only) Mortgage Advantage (MAV) Application Mortgage Advantage Plus (MAVPlus) Application Director Guarantor s Election Form First Home Owners Grant Scheme (FHOGS) Application Guarantor s Acknowledgement that Guarantor s Income is Required to Service and/or Repay the Facility Borrower s Acknowledgement that Guarantor s Income is Required to Service and/or Repay the Facility Borrower/Guarantor Translation Certificate Statutory Declaration for Mortgages Talent & Development Page 5 July 2006

6 Decision tifications You will receive a decision notification via within minutes of submitting your application. The notification will include a BRN and coversheet (Third Party Home Loan Application Coversheet Documentation Checklist). If the BRN is not included in the initial notification, you need to use your Application ID as the identifier until you receive BRN in subsequent notifications. The notification will confirm one of the following status, along with a detailed description: Decision Definition Action Required Conditionally Eligible Referred Declined Invalid Application Technical Error Conditional until all Bank requirements are met, including verification of all information provided confirmed as being adequate and correct. Application needs further assessment of data received. Application does not meet the Bank s approval conditions. Application does not pass the Bank s validations, i.e. may contain an incorrect product combination or similar. An error has occurred in the automated system process. The application will be forwarded for manual assessment. Send Third Party Home Loan Application Coversheet Documentation Checklist and supporting documentation. Send Third Party Home Loan Application Coversheet Documentation Checklist and supporting documentation to the Bank to enable the application to be manually assessed. If application details change, please resubmit. Please amend incorrect details and resubmit. Send Third Party Home Loan Application Coversheet Documentation Checklist and supporting documentation to the Bank to enable us to manually assess (use your BILO Application Id as the identifier). You will only receive these notifications when external credit bureau systems are available (times may change and are not controlled by the Bank). Currently these times are: AEST AEDT (Daylight Savings) Mon-Fri Sat-Sun Mon-Fri Sat-Sun 06:00 02:00 (next day) 08:00-20:00 06:00 03:00 (next day) 08:00-21:00 If you submit an application outside these hours, you will receive a Referred notification and the application will be manually decisioned by the Bank. Talent & Development Page 6 July 2006

7 Decisioning Times We offer instant conditional decisions for Online Loan Home Loan Applications, 24 hours a day, 7 days a week. more waiting for loan decisions. The following table outlines how long a decision will take. Please note that all other timeframes are unchanged. Decision Timeframe Comments Initial Decisions Minutes After submitting your application, you will receive a decision (outlined on previous page) within minutes, 24 hours a day, 7 days a week. Included with the decision is the Third Party Home Loan Application Coversheet Documentation Checklist and Bank Reference Number (BRN) for submission of the supporting documentation. If Conditionally Eligible Four hours Matching and Verification of Conditionally Eligible applications will be completed within 4 hours of receipt of the Third Party Home Loan Application Coversheet Documentation Checklist and satisfactory supporting documentation during the hours of 8am to 8pm Monday to Friday (excludes public holidays). Confirmation of the unconditional approval is provided with receipt of the following milestones: Security Documents Issued (if external valuation is not required) TP Valuation Approved (if an external valuation/s were required) For multiple valuations all approvals must be completed. If Referred Same Day Matching, Verification and Assessment of Referred applications will be completed by 5:00pm same business day, if the Third Party Home Loan Application Coversheet Documentation Checklist and satisfactory supporting documents have been received by 12:00pm. Documents received after 12:00pm, will be assessed by 12:00pm the next business day. Confirmation of the unconditional approval is provided with receipt of the following milestones: Security Documents Issued (if external valuation is not required) TP Valuation Approved (if an external valuation/s were required) For multiple valuations all approvals must be completed. If you need to make an amendment to an already submitted application or for a Home Seeker application, we encourage you to amend the application and resubmit online to also receive an instant decision within minutes. Talent & Development Page 7 July 2006

8 To assist us validate the amended application promptly, you will need to ensure any changes are recorded in the Comments section of the application. Please note amendments processed via facsimile will result in a delayed decision and will follow the existing manual service levels. Talent & Development Page 8 July 2006

9 Error tifications You will receive an error notification if: you do not send the Third Party Home Loan Application Coversheet Documentation Checklist and satisfactory supporting documents within 24 hours of submission (or they are not signed as required); assessment verification cannot be completed due to error/missing mandatory documents on Referred or Conditionally Eligible applications; the application cannot be validated due to missing or incorrect information. If the error is not resolved within 8 days of the initial error notification being issued, you will receive a Follow up Error tification. If not resolved within a further 2 days, you will receive an update that the application is 't Proceeded With'. The error notification will contain an attachment which is a return fax coversheet. It will have the pre-populated references and return fax details to reply when the error is resolved also included is a section to record any comments back to the Bank. Talent & Development Page 9 July 2006

10 Status Updates and tifications You will receive an update regarding the following milestones throughout the loan process. The new updates that have been introduced with the online enhancements have been shaded grey. ACTIVITY DESCRIPTION NOTIFICATION Application Received Decision Valuation Approved Validation Complete Schedule Issued Security Documents Issued Additional Security Documents Issued Application has been received by the Bank. This activity records the date and time that the application has been received. Captures the application decision and decision conditions. Where required, Decision notes will be added listing additional requirements. tes related to the following Decision conditions/reasons will also print on the decision notification sent to the Broker: Subject to other conditions Refer tes Subject to repayment/reduction of other loans refer notes Other Refer tes Valuation has been approved by the Bank to service the loan. Application and supporting information has been validated by the Bank. The completion of this activity automatically issues the Pre Offer letter to the Broker. Applicable only where the Schedule is being issued at a separate time to the full loan document pack. A note will advise reason Schedule is being issued separate to the other loan documents. Documents will be deemed to have been sent direct to the customer via standard delivery method unless a note is recorded otherwise. The instances a note may be required are where the documents have NOT been sent to the customer or where the documents have been sent via a non-standard method. Documents will be deemed to have been sent direct to the customer via standard delivery method unless a note is recorded otherwise. The instances a note may be required are where the documents have NOT been sent to the customer or where the documents have been sent via a non-standard method. Application Received Decision Valuation Approved Pre Offer tification Schedule Issued Documents Issued Documents Issued Talent & Development Page 10 July 2006

11 ACTIVITY DESCRIPTION NOTIFICATION Documents Re-Issued Executed Documents Returned Ready for Settlement Only used where the documents are being re-issued without change. The executed loan documents have been received by the processing centre. Completion of this activity is the same as certifying the file is ready for settlement. Documents Re-Issued Executed Documents Returned Ready for Settlement Settlement Completed Disbursement details will be recorded within the notes. Settlement Complete Ready for Funding Completion of this activity is the same as certifying the file is ready for funding Ready For Funding Funding Completed Disbursement details will be recorded within the notes. Funding Completed SLOD Funded Streamline Overdraft has been funded SLOD Funded Error Error Follow Up Callback tes will only be added where the Error description & category do not clearly advise the error details. tes attached to errors will be provided with the error update that is sent to the BHG. The error follow up is an automated update that issues 8 days from the date that the initial error was logged and remains incomplete. A call from the broker has been logged by the Call Centre with the processing centre for resolution. Error tification Error Advice Follow Up Callback Request Talent & Development Page 11 July 2006

12 FAQs What are the benefits to me applying online? You will enjoy preferential treatment in terms of processing which means you will get a faster decision than if you were to submit manually. Re-entry of information is also minimised as the system is designed to prepopulate as much information as possible (e.g. your agent details, assets which are also securities, liabilities against securities) Why does CBA ask for information upfront not relating to initial credit decision such as title details of security property or information required for settlement? This information is required to continue processing the application through to settlement, which is when commission is paid. While it may appear onerous upfront, you will benefit by not having to go back to your customer for extra information after conditional approval and CBA can process the complete application through to settlement quicker, and with less hassles to you. How do I submit supporting documentation? Identify which supporting documents you need to provide. Download from the Colonial Adviser Website (excluding FHOGS applications) along with the Cover page or from your internal system. On the Third Party Home Loan Application Coversheet Checklist tick off the forms you are faxing, as well as noting BRN advised with the first decision (or Online Application number if you have not received a BRN). This will enable the supporting documentation to be matched to the online application. Fax them to the Bank (refer Contacts section for relevant online fax numbers). Who can I call if I have problems with the application process? It depends on the nature of the question. Refer to the Contacts section of this document. How do I complete an application for a top up to an existing Commonwealth Bank Home Loan or an increase to an existing Commonwealth Bank Line of Credit Limit? You should enter the amount of the increase as the proposed loan amount and the term as the remaining term. In addition you should record the existing loan details in the liabilities section, record the details of these loans when asked for details of existing loans secured by this property and select Top Up as an Extra Feature. Talent & Development Page 12 July 2006

13 Contact Details Support Service For assistance with Contact Details Broker Assist General Enquiries Adviser Technology Help Desk Completing the Online Home Loan application. Loans structure, products serviceability, policy issues, refused/deferred/withdrawn loan advice Loan status updates on tracking system. Logging onto the Colonial Adviser Site or navigation through it (select option 3) 8.00am 7.00pm Monday to Friday (EST ) (select option 1) 8.00am 8.00pm Monday to Friday 9.00am 5.00pm Saturday :30am - 5:00pm Monday to Friday (EST) Please always refer to the weekly Edge for correct contact details as numbers may change. Talent & Development Page 13 July 2006

14 Contact Details Online Applications Supporting Documentation Fax to: Post Original to: Deliver Original to: NSW/ACT PO Box 3846 Parramatta NSW 2150 QLD GPO Box 2444 Brisbane QLD 4001 VIC/TAS Level 10, 385 Bourke St Melbourne VIC 3000 SA/NT PO Box 1551 Adelaide SA 5001 WA PO Box A32 Perth WA 6000 Level 8, 150 George St Parramatta Level 1, 240 Queen St Brisbane Level 10, 385 Bourke St Melbourne Level 1, 63 Pirie St Adelaide Level 3, 1 William St Perth Additional / Supporting / Missing Information Section Fax. NSW/ACT Amendment Pre Offer Post Offer Construction QLD VIC/TAS SA/NT Amendment Supporting info/docs for online applications Additional info (for Credit) Progress payment requests WA Miscellaneous Applications, Switches, Variations and General Account Maintenance Fax to: Address THIRD PARTY SERVICES Talent & Development Page 14 July 2006

15 Attachment 1 - Forms Forms are available from the Colonial Adviser Site under Sales Materials / Ordering / Admin / Forms Catalogue (excluding FHOGS applications). The table also details when and if the Bank requires original (signature) versions of the documents. Form name Form code Fax required Home Loan Application COL2024 replaced by Online App and forms listed below Annexure for Company/ Trust Home Loans Equity Advantage New Money COL2035 replaced by Online App RL54 replaced by Online App Guarantor(s) Statement COL2034 replaced by Online App Third Party Home Loan Application Coversheet Documentation Checklist from Agent Privacy Acknowledgement and Consent (Borrower) Privacy Acknowledgement and Consent (Guarantor) Streamline Account Application Application for a Colonial Line of Credit Third Party Banking Home Loan Credit Card Application Original (with Customer s signatures) required before contract issued replaced by Online App and forms listed below replaced by Online App replaced by Online App replaced by Online App Yes *Yes *Yes TLS125 Yes Yes TLS126 Yes Yes COL (Credit Card Contract not Home Loan contract) Original (with Customer s signatures) required before Settlement replaced by Online App and forms listed below replaced by Online App replaced by Online App replaced by Online App Low Documentation Loan Declaration Mortgage Advantage (MAV) Application Mortgage Advantage Plus (MAVPlus) Application Director Guarantor s Election Form First Home Owners Grant Scheme Application (FHOGS) Guarantor s Acknowledgement that Guarantor s Income is Required to Service and/or Repay the Facility COL2122 COL As per State Talent & Development Page 15 July 2006

16 Form name Form code Fax required Borrower s Acknowledgement that Guarantor s Income is Required to Service and/or Repay the Facility Borrower/Guarantor Translation Certificate Direct Debit Request (DDR) and Direct Debit Service Agreement (For Rate Lock only) Original (with Customer s signatures) required before contract issued Yes Original (with Customer s signatures) required before Settlement Statutory Declaration for Mortgages NSW CBH460NSW NT CBH461NT SA CBH462SA WA CBH463WA VIC CBH465VIC ACT CBH466ACT TAS CBH464TAS QLD CBH467QLD * This is not a legal requirement, however the Bank request that this be provided so that we can better service your application Please note that as you (and not the Bank) will be responsible for checking FTRA, copies of identification documents are not required. Talent & Development Page 16 July 2006

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