Create a credit service case for a covenant breach or loan restructuring
Create a credit service case to handle a covenant breach or restructuring of a loan.
Before you begin
Role required:
- For a business loan service for a business customer (account or contact): sn_bom_credit_asmt.b2b_agent, sn_bom_credit_asmt.b2b_agent_connector, or sn_bom_credit_asmt.b2b_contributor
- For a personal loan service for a consumer: sn_bom_credit_asmt.b2c_agent, sn_bom_credit_asmt.b2c_agent_connector, or sn_bom_credit_asmt.b2c_contributor
Note:
The applicable universal contributor role can also be assigned to create a case. For more information, see User roles and FSO Business rules.
Important:
For the agent connector or
contributor role to work, they must be combined with one of the roles in CSM industry data
model or Contributor users. For more information, see Roles and Personas.
About this task
Procedure
- Navigate to .
-
Select the lists icon (
).
- In the Lists tab under Credit Service Cases, click All.
- Click New.
-
In the New Credit Service Case dialog box, select the credit service that you want to create a case for.
- To handle a covenant breach of a loan, select Covenant Breach.
- To propose restructuring of a loan, select Loan Restructure Proposal.
- Click Create.
- On the form, fill in the required fields and any other related information that you've gathered from the customer.
- Click Save.
Result
The credit service case is created in the New state and is assigned to an assignment group or credit agent in the credit operations team. The assignment group or user that the case is assigned to is based on the assignment rules.
What to do next
As a credit agent, if the case is not assigned to you, you can assign the case to yourself and start working on it. You can also assign the case to any other credit agent.