Submit a loan service request as a requester

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read

    • Help your customers by submitting a loan service request for them. As a requester in the front office, you can do this service for your customer (consumer or business contact).

    Before you begin

    Role required: Based on the type of the customer that you are submitting the request for, you need the following roles:
    • For a personal loan service for a consumer: sn_bom_loan.b2c_requestor
    • For a business loan service for a business customer (account or contact): sn_bom_loan_b2b.requestor

    About this task

    Business customers and consumers can also submit loan service requests from the Customer Service Portal, Consumer Service Portal, or another self-service portal. They can select service catalog items, fill out the necessary forms, and then submit these forms.
    Note:
    For consumers to submit a request using the Consumer Service Portal, you must have the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal) activated.

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon).
    3. Create a loan request from the customer record or an interaction record.
      OptionSteps
      Personal loan service request for a consumer
      1. In the Lists tab, under Customer, click Consumers.
      2. Click the customer record that you want to open.
      Business loan service request for a business customer
      1. In the Lists tab, under Customer, click Accounts or Contacts.
      2. Click the customer record that you want to open.
      Loan service request from an interaction record
      1. In the Lists tab, under Interactions, click My Interactions.
      2. Click the interaction record for the customer that you want to open.

      For information on how to create an interaction, see Create an interaction.
    4. Click Create Loan Request.
    5. From the Catalogs list, select Banking Services.
    6. Under Categories, choose whether you want a business loan service or a personal loan service:
      • For a business loan service, click Loan Service – Business.
      • For a personal loan service, click Loan Service – Personal.
    7. Click a loan service that you want to submit a request for.
    8. Fill in any necessary information that is related to the request.
      Note:
      Each loan service request form has a different set of fields that are based on the loan service.
    9. Click Submit.

    Result

    • Based on the request type, a loan service case is created in the New state. The case is assigned to an assignment group or a loan agent in the loan service department. The assignment group or user that the case is assigned to is based on the assignment rules.
    • The customer receives a pre-configured email notification about the request submission.

    What to do next

    • Click View Details to open the loan service case and view its details. You can also add additional information in the Comments field that can help the loan agent in resolving the case.
    • A loan contributor can collect customer documents, if any and submit the loan case for fulfilment.
    • A loan service agent can start working on the case and its tasks.