Online Application Processing System

Transcription

1 Online Application Processing System Introducer User Guide November 2014 (v2)

2 TABLE OF CONTENTS 1. LOGGING IN CAPTURE DASHBOARD Using the Search function NEW APPLICATION New Customer New Application Page 1 Order Details Application Page 2 Personal Details... 9 Credit Limit... 9 Credit Limit Increase Invitations... 9 Personal Details Identification Requirements Contact Details Residential Details Other Addresses Security Details Application - Page 3 - Employment and Financial Current Employment Income What do you earn? Expenses What do you spend? Existing Credit Cards Application - Page 4 - Contacts / Privacy Reference (Contact) Anti-Money Laundering / Counter Terrorism Financing (AML/CTF) and Privacy AFTER THE APPLICATION JOINT APPLICATION NOTES CONTRACT SIGNING - DOCUSIGN DocuSign Process Signature Style DocuSign Customer Signing PRE-APPROVAL ONLINE ADDITIONAL PURCHASE OTHER NAVIGATION BUTTONS...35 CAPTURE USER GUIDE 1114 v2.0 2 P a g e

3 GLOSSARY TERM Additional Purchase Application ID Approved Completed Declined New Application Non Compliant Referred Settlement Stored Verification Waiting for Documents Withdrawn DESCRIPTION Application for existing Once customer with a Once account The system allocated identifier for an application. Application has been successful Documents finalised and settlement completed Application has been unsuccessful Application for a new Once Line of Credit account for a new customer Documentation incomplete or incorrect Application is pending a decision Documents sent for payment to be processed Application has been saved but not yet submitted Awaiting confirmation of application details and decision Application has been approved and settlements is pending the receipt of compliant documents Application has been cancelled CAPTURE USER GUIDE 1114 v2.0 3 P a g e

4 INTRODUCTION This guide is designed to help you easily learn to use Capture, the Online Application Portal for Once. This document has been prepared for use with the Capture release from 24 August Please familiarise yourself with the new application process by reviewing the training collateral and evideos at 1. LOGGING IN First, access the system at: You should see the login page: Please obtain your login from your contact person, or contact Business Support on , or To log into Capture please enter your current Username and Capture Password then click CAPTURE USER GUIDE 1114 v2.0 4 P a g e

5 KEY POINTS: a. To change your password, click on the icon in the top right hand corner and select Change Password. b. You may change your password at anytime. It is recommended that you change your password at least once a month for security reasons. c. Passwords are: Case sensitive Contain only alphanumeric characters Must be at least 6 characters in length d. If you forget your password, please cards.dealersupport@flexigroup.com.auu or call CAPTURE USER GUIDE 1114 v2.0 5 P a g e

6 2. CAPTURE DASHBOARD After successfully logging in you will see the CAPTURE DASHBOARD which is the home page for all aspects of processing an application in Capture. The key functionality on the Dashboard includes: a. A display of all the applications submitted by your business b. Access to all processes including: New Applications, Additional Purchases and Search Functionality. 2.1 Using the Search function Searching within Capture is simple and powerful. To start searching, simply click on HOME on the menu on the left. You can see that there are plenty of options to search for a customer. Simply fill in the details that you have available (application ID or the applicant s name is always handy), and click on Search at the bottom of the page. If you need to start again, simply hit reset to clear all details. TIP: The search capability is very precise so please take care to use correct search criteria. CAPTURE USER GUIDE 1114 v2.0 6 P a g e

7 3. NEW APPLICATION New Customer To start a new application, simply click on one of the available product types on the Application menu on the left side navigation bar. We will now look at the application process. 3.1 New Application Page 1 Order Details This is the first page of the application process, and is designed to establish the particulars of the deal, including: Sales person name, promotional interest rate offer, as well as the financed amount of the goods. In addition, there is a checklist of basic requirements we need to confirm with the customer in order to proceed. You will also notice that the system has a simple 4-step indicator on the top, and this is the first of those 4 pages. 6 P a g e

8 We will now look at the elements on this page in detail: Salesperson: Simply input your name. Introducer: The introducer field will be automatically populated with your business name. Order Number: If applicable, please leave an order reference number Promotional offer: Please select the correct promotional offer that the customer is receiving for this deal. Financed amount ($): The customer s intended initial purchase price, inclusive of GST. If this is not available, an estimated price is appropriate at this time. Number of applicants: In the event that the applicants would like to do a joint application, you would indicate (two) applicants in this field. Please note; you would need to have access to both applicants at the time of application. Scripting: Once these fields have been completed, the script below will be updated to reflect the purchase price and the promotional term. This would help you in summarizing the particulars to the customer. Example below 7 P a g e

9 Following from the above section, there are a few pre-requisite questions we need to ask the customer. These questions should yield 5 straight forward yes answers from the customer. If there is any reason for clarification, please refer to your trainer, or to the notes below. Australian Residency AU Citizens and AU Permanent residents or NZ citizens (regarded as AU Permanent residents) are fine to deal with. Customers in Australia on a tourist visa, 457 visa, work visa or any other form of temporary stay are precluded from application. 18 years and over As per typical legal practice, a person under the age of 18 is precluded from applying Earning > $25,000 Bankruptcy Financial Difficulty This is a Gross figure. It is published on our website and on our T&Cs as one of our basic lending criteria as a Responsible Lender. A person currently in bankruptcy would not meet the basic criteria. We are a Responsible Lender and need to ensure that this loan application will not place the applicant in any financial difficulty in the future. If any of these questions yield a No answer, the system will not allow you to continue. It is best to clarify the point to make sure you and the customer are on the same terms / wavelength about the question and ensure there is no confusion. Once everything is complete, you can then click on application. to continue with the rest of the 8 P a g e

10 3.2 Application Page 2 Personal Details This section, as per the name, is all about the customer s personal details. Including name, personal particulars, and address. CREDIT LIMIT The first section on this page asks the customer to have a think about the credit limit that they would like to apply for. If the customer would simply like the system to allocate a credit limit for them, you can leave this field as yes, upon which the system will determine an appropriate limit based on the information provided by the customer. If the customer would like to apply for a specific limit, the credit limit MUST be able to accommodate the Financed Amount in the first page. It is recommended that the applicable establishment fee is added onto this, so the customer has the full amount that they intend to spend available. If the customer chooses to nominate a preferred limit, there is some additional scripting that will appear (refer below). CREDIT LIMIT INCREASE INVITATIONS We need to ask the customer whether or not they would like to receive invitations to increase their Credit Limit, from time to time. Please read the scripting that appears on the screen (see below), and obtain the answer from the customer. Note they can opt in or out at a later stage if they wish. 9 P a g e

11 PERSONAL DETAILS You are now required to obtain the customer s full legal name, date of birth, marital status and number of dependants. These details are necessary to ensure we have the right information for assessing the deal, as well as ensuring we are assessing the customer fairly. Please reconfirm details and spelling to make sure the information is accurate. IDENTIFICATION REQUIREMENTS As per personal details, the customer s IDs will assist in getting the right background information and verify the customer s identity. It is important the data entry in this section is accurate. For the purposes of the application, the customer will need to provide at least 1 Primary ID Driver s Licence or Passport. Please note: If the customer has a Driver s Licence (DL), you MUST obtain the DL details. Passport is only used IF the customer does NOT hold a DL. 10 P a g e

12 CONTACT DETAILS The customer is required to provide their contact information. As a minimum, please obtain one phone number and an address from the customer. is required to deliver the documentation, including their initial documents and their ongoing monthly statements. Even though just one telephone number is required, additional numbers may assist in things like employment confirmation. You will notice that the address cannot be copied and pasted this is by design. Residential Details In this section, you would need to obtain the residential details of your customer. Address, time at address, and ownership details are required. Please ensure that their residential address is obtained. A P.O. Box is not acceptable in this section. If the customer has lived at this residence for less than 3 years, you would need to also obtain their previous address and enter it into the subsequent section. You will notice that the system will start to search for matches to the address you are trying to input, once a reasonable amount of the street name has been entered, you will see possible matches appear. This will help you minimize the spelling mistakes typical of address entry. Simply click on one of the possible matches, or complete your typing. If the customer is a home owner, you will be prompted to find out the approximate value of the property. If the customer has a mortgage, the Bank / financier name is required as well as the approximate value of the property In the case of renting / boarding, the landlord s name is required. Below is a visual representation of this. Note: Example is of Property Ownership other selections will yield a slight variation of the last question. (Refer to points above) 11 P a g e

13 If you require official definitions for residential status, please refer to the below. Housing Type Official Definition Note House Fully Owned House being paid off Renting Living with parents Boarding Housing Commission Supplied by employer Applicant owns the property, in full, no mortgage or home loan outstanding. Applicant owns the property, has a mortgage or home loan on the property Applicant pays to stay at the property, no ownership. Official rental contract. Applicant lives with immediate family members, may, or may not, contribute financially Applicant may, or may not pay to stay at the property, no official contract. Applicant has been provided the housing at low, or no cost from the Government Property is provided by employer for the employee to stay at. The approximate value of the property will be required. The tel. number of the bank/ mortgage provider & the approx. value of property will be required Landlord/Managing agent telephone & approx. value of property required. Amount contributed required Amount contributed required Amount contributed required Amount contributed required OTHER ADDRESSES If the customer has a specific postal address or has a different delivery address for their goods to be sent to, they would have the opportunity now to discuss that with you. Simply un-tick the default postal address or click No to the question about the residential address being the delivery address. This is designed to provide excellent flexibility for the customer. You would then be required to enter the appropriate postal or delivery addresses. 12 P a g e

14 SECURITY DETAILS The customer is required to quote or enter a password. This password will be used for the following purposes: 1. When the customer is signing their contract documents 2. Each time the customer calls in to access account information 3. When they try to access their account statements online This password is set up at this point and it is important the customers makes note of this password. A minimum of 8 characters are required. In addition, a security question is also set up as a backup to the password. Simply obtain the customer s preference for password and security question and input into the system. Note: The secret questions available to you may change from application to application. Once completed, click to move to the next page. 13 P a g e

15 3.3 Application - Page 3 - Employment and Financial As the title suggests, we now look at the customer s employment and financial details. Lets explore the information required below. CURRENT EMPLOYMENT First part of the employment section requires you to find out the customer s employment status. The below guide will help you understand what the terminology means. Employment Status Full time Part Time Casual Self Employed Retired Pensioner Contract Not Employed Notes Permanent, working typically 38+ hours a week. Receives Holiday and Sick Pay Permanent, hours are determined by contract but typically between 15 and 25 hours. Receives Holiday and Sick Pay Not permanent, hours are variable. Does not receive holiday and sick pay. Works for one s self, typically has ABN or ACN. Would be required to provide their accountant s contact details. Has reached retirement age, and no longer working. Receives government benefits as main source of income. Employed generally for a pre-determined time period or project. Not Employed. You will then need to indicate the closest Industry and Occupation based on the customer s job or role title. These two drop down lists have been created by adapting the Australian Government s standardized employment categories. These lists are comprehensive, and you may take a little bit of time to get to the right selection. Subsequently, the employer s name (business or organization name), location, and contact details are required. Please note that a casual or part time employed applicant would be asked for the number of hours worked per week. If the applicant has been working for less than 3 years at their current job, previous employment details will be required Hint: If the customer doesn t have a direct line at work, simply advise them that we are happy to use a reception/front desk telephone number. 14 P a g e

16 INCOME What do you earn? At the start of the application, we asked the customer to confirm that their income is above $25,000 per annum (yearly). At this point, we need to confirm their actual level of income. The system requires you to obtain a net figure for their income. This means after tax or cleared. We have the choice of inputting a figure for weekly, fortnightly (every 2 weeks) or monthly. Simply select the frequency, and input the dollar figure the customer provides. There is also a checkbox for additional income; you can use this in the cases that the customer receives income such as; income from second job, rental / investment income or certain Government benefits. You would input this in the same way. If you have added too many fields for additional income, simply leave the unwanted fields blank. As you can see, the system calculates the income you have entered in, to give a total monthly income at the bottom. EXPENSES What do you spend? Coupled with the customer s income, we need to obtain some general information about how much they spend. This is to ensure we get a holistic view of the customer s financial situation. This section is broken down into general expense categories, designed to help you with the conversation with the customer. Living Expenses Defined as groceries, utilities, petrol/transportation, and general entertainment. Should not include rent or mortgage payments. Mortgage If the applicant had earlier mentioned that they are a home buyer, you would need to place their mortgage commitments (payments, not total outstanding) in this field. Please keep in mind that mortgages can vary dramatically in their repayment amounts; please ensure you confirm the frequency and dollar value. Rent If rent was chosen previously as their residential status, the rental amount payable will need to be obtained. Other Loan Repayments If the applicant has other loans such as a personal loan, car loan or a business loan, please also obtain their loan repayment amount, and enter into the application here. 15 P a g e

17 Any other expenses If the applicant declares any other major expenses, please include. Some of these items, living expenses in particular, may require the customer to estimate. If this is the case, exercise your discretion, and if a figure sounds extremely high or extremely low, simply verify this again with your customer. We are ok to take estimates, but they have to be reasonably accurate. EXISTING CREDIT CARDS A significant number of Australians hold credit cards. We need to know the number of cards the applicant holds, and the combined credit limit (simply add all the individual limits). Please note, we are not asking for the amount outstanding. Simply enter the number of cards and the combined limit, and the system will automatically calculate the customer s likely monthly minimum payment (ie. 3% of the total limit). There is no need to declare this to the applicant. 3.4 Application - Page 4 - Contacts / Privacy We now move to the last section of the application. Here, we need to capture the customer s personal reference contact as well as read a brief privacy statement to the customer. REFERENCE (CONTACT) For the purposes of the application, we need the applicant to disclose the name, address, relationship and phone number of a personal contact. This acts as a personal reference in the event we need to contact the customer and are unable to do so directly. This person must not be living in the same residence as the applicant. The reference contact person can be a friend or a colleague or a family member. 16 P a g e

18 ANTI-MONEY LAUNDERING / COUNTER TERRORISM FINANCING (AML/CTF) AND PRIVACY In line with many other organizations, FlexiGroup is proudly committing to all legislative requirements to ensure the rights of our applicants and customers are withheld. Simply read the statement out, in full, to the applicant, and obtain their answer (hopefully in agreement). Please note that if the customer does not accept this, we cannot proceed with the application any further. Breaking up the script into individual parts is a good idea to ensure full understanding from the customer. If you are doing an application with two (2) applicants, you will have to read the statement out to both applicants and indicate their acceptance separately. The system will drive this interaction. Once the applicant has accepted, you can tick the checkbox to confirm, and then click on This application is now moved to assessment; typically the customer will receive a result immediately. There may be some instances where the customer may be asked to provide some additional info. You will be advised by the underwriting team if this is the case. 17 P a g e

19 4. AFTER THE APPLICATION After the application has been completed, the customer will be given one of three possible outcomes. The application could have been approved, proven unsuccessful or referred for further information. Generally, the customer will be advised immediately. This is an example of the approval screen. 18 P a g e

20 Upon approval an resembling the below will be sent to your (the registered Dealer) If the customer s application was approved immediately after completing the application, you will be taken directly to contract signing. If the deal was referred, you can return to the hub page after receiving the approval above and continue onto contract signing. 19 P a g e

21 The customer would also receive an confirmation about their application; an example of the customer s notification is below. If the application was unsuccessful, you can engage the customer to talk about alternate financing options. If the application was referred, the notification to the introducer and customer would be to contact the lending team for next steps. However, there are times where approval is not possible, there are a variety of reasons, some of which are due to business requirements and others are due to legislative requirements. 20 P a g e

22 If the customer s application was unsuccessful, notification to the customer would look similar to the below. 21 P a g e

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24 5. JOINT APPLICATION We can also do applications for two (2) applicants. This will result in one credit facility with 2 account holders, not 2 separate individual credit facilities, this means that both applicants share one credit limit, which is determined with the first applicant. Both applicants are subject to the application process. If we are doing a joint application, simply select two from the number of applicants drop down box on page 1. Please note that the applicants must be living at the same address, as such, we will only ask the questions around the residential details to the first applicant. Subsequently, you will run through the application with applicant 1, obtain all their details and obtain their confirmation for the AML/CTF and Privacy statement, before obtaining personal, employment/financial and contact information from the second applicant The breadcrumbs at the top of the screen will help you with conceptualizing the flow. Here s a simplification: Deal Particulars (Invoice amount, Introducer, basic requirements / acceptance) Applicant 1 Details Applicant 1 Privacy Applicant 2 Details Applicant 2 privacy & complete 23 P a g e

25 6. NOTES During an application, you will notice a Notes tab appear on the left hand side of your screen. To add notes to the application you are working on,click on the 'Notes' tab..p searc:h j) searc.h Application Notes I.i:iJ Log Out log Out Subject [customer has default I]) Notes l 0 BackINext m IEJ Notes Paid - Tesltra $68 - due to customer moving address! Order g Save Saved Notes Date Merchant Operator Access SubJect Note Ema11 t2] Close CAPTURE GUIDE P a g

26 7. CONTRACT SIGNING - DOCUSIGN Along with this new version of Capture, we have also introduced an electronic signature / document management system. Some major benefits that it offers us are: No more irregular pending documents Faster payment of your invoices! No more paper to print out, no more documents to prepare for your customer Secure, electronic record of documentation. Globally accepted protection technologies. Some common questions you may receive around electronic signatures: Q: Is the DocuSigned contract legally binding? A: Yes, the Electronic Transactions ACT 1999 has provisions covering electronic signatures and their validity. Q: The signature used is not the same as my handwritten signature? A: The electronic signature is a representation of your signature to serve as your acceptance of the contract. Q: How are we protected from fraud? A: and password security is used. DocuSign provide an audit trail showing where and when the document was signed and on which computer. Q: What if someone else signs the contract using my details? A: As with a wet signature, this would be considered fraudulent and carries the risk of prosecution. Q: Why do we use DocuSign rather than other forms of electronic acceptance? A: DocuSign provide a robust platform, security and electronic document management that automates the compliance function and ensures all documents are signed correctly prior to submission. 25 P a g e

27 7.1 DocuSign Process There will be elements of the documentation that the salesperson will be required to sign, for example, the Sales Voucher. Typically in the process, the salesperson will be required to sign the document before the customer signs. Here is screen that you will be presented with when you are required to sign. You will notice that your name will be required. You will also have a chance to adjust the amount financed at this point if the customer has made any adjustments, or has decided to take advantage of their available credit (refer to arrow). If you re moving to contract signing immediately after approval, you will see this screen immediately. If you are coming back to this application after the customer has obtained a pre-approval, or if you have closed the browser, you will need to search for the application before this screen is presented to you again. Please see the Search section of this document for instructions to do that. To proceed and finalise, simply enter your name, and click on proceed. 26 P a g e

28 The DocuSign system will then present a disclosure statement and obtain your consent to obtain your signature digitally. Click on the consent box once you have reviewed the statement, and click on review document to continue. Click on start to begin signing, the yellow tags always indicate items that require review, input or a signature. You can scroll through the document, and read the document just like any PDF style file. The menu at the top gives you the ability to zoom, move to another page, download or print if required. Keep in mind a copy will be sent to the customer for their records, and you are able to retrieve the documents via the portal at any time. Printing is not necessary, and not recommended. 27 P a g e

29 The Sales Voucher may have elements that you may need to alter, in this case the invoice number is a free text field allowing you to change if required: Then, moving on to the Signature: Click on the Sign Here flag, or the yellow Sign flag, and it will bring up the interface to choose your signature. 28 P a g e

30 7.2 Signature Style The DocuSign system will generate a stylized version of your signature. This may not resemble your actual signature, but functions in a similar fashion. If you are happy with the default signature and initial style, you can proceed and click However, if you would like to explore the other styles it has on offer, click on change style, select a new style and then click When all the signatures and areas of attention are completed, you will be asked to confirm the signing. This signals the completion of the documents. 29 P a g e

31 7.3 DocuSign Customer Signing The last step in the application process is for the customer to sign the documents electronically. This is done in very much the same fashion as above. The customer will be presented with an approval confirmation screen, on the right hand side, the contract particulars are also stated to the customer. The customer should click on proceed to start contract signing. The customer will not be required to input their name, rather, they will need to input the password they had set up earlier, and then click on 30 P a g e

32 The customer will then be asked to review the documents and sign for all the relevant areas again, tagged with yellow flags. The customer can scroll through the document and read all relevant areas before signing. There is no need to print out the document as the customer will be sent a copy at the completion of signing. 31 P a g e

33 The customer will be required to sign: contract terms and conditions (which includes the Credit Offer, Conditions of Use and Credit Guide) sales voucher (if applicable) Once the customer has completed their signature, a link to the document set will be ed directly to the customer. It resembles the below: 32 P a g e

34 PRE-APPROVAL ONLINE With this enhanced version of Capture, the customer will also be able to do a pre-approval over the phone, or online, in the comfort of their home, before coming into your store to complete their purchase as an additional purchase / add-on purchase. With Pre-Approvals, you will be able to direct the customer to an Apply Now link on your website, where the customer can complete the pre-approval. To enquire about this functionality, please ask your Account Manager. After the application has been completed, both the customer and you will receive an to confirm the details and the application reference numbers. In addition, you will also see this in your portal view on Capture. To complete the purchase, an Additional Purchase will need to be processed. Please refer to the Additional Purchase section below. 33 P a g e

35 ADDITIONAL PURCHASE An additional purchase is for existing customers who want to make a further purchase at a participating dealer offering a promotional offer. This can be done via the call centre, in-store or online. To do this on our new system is simple. 1. Click on Additional Purchase on the left hand side of your dashboard. 2. Complete the customer s existing account details, then click Account Numb and Surname are the required fields. Note: If the customer does not have their finpower account number with them, you can contact us by phone to obtain this information. 3. The system will then return the customer s existing record, with name, address, DOB and contact details. Once you have determined that it is indeed the correct record, there is a radio button on the far right, click this to select the record, then hit 34 P a g e

36 4. The details about the additional purchase must now be completed. The information required includes: Salesperson Name* Introducer (Dealer)* Order Number Promotional Offer* Purchase price* Deposit Amount Financed- This should be auto populated from Amount Financed and Deposit fields (if applicable) 5. A valid address for the customer is required. Important information such as the approval and contract documentation will be sent to them. 6. Finally, a Password is required from the customer. This password will be required when signing their contract documents in DocuSign. Once completed, hit the button on the bottom. The customer will now be moved to DocuSign to complete the contract signing. OTHER NAVIGATION BUTTONS In this version of Capture, you can also move back and or save an application by using their respective buttons at the bottom of the page: 35 P a g e

37 Contact Us NEW APPLICATIONS/SALES: Monday to Friday: 8:30 am 9:00 pm (Sydney time) Saturday & Sunday: 9:00 am 7:00 pm (Sydney time) Telephone: (Option 1) DEALER SUPPORT: Monday to Friday: 9:00 am 5:00 pm (Sydney time) Telephone: (Option 3) Fax: SETTLEMENTS: Fax: CUSTOMER SERVICE: Monday to Friday: 8:30 am 9:00 pm AEDT Saturday & Sunday: 9:00 am 7:00 pm AEDT Telephone: ONCE (6623) POSTAL ADDRESS: Locked Bag 6500, St Leonards NSW P a g e