Work on a loan task for a loan service case

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Work on a loan task to review and authorize a loan service request, update a loan account, or to disburse a loan when a loan service request is fulfilled.

    Before you begin

    Role required:
    • For a business loan service task: sn_bom_loan_b2b.agent or sn_bom_loan_b2b.agent_connector
    • For a personal loan service task: sn_bom_loan.b2c_agent or sn_bom_loan.agent_connector
    Important:
    For the agent connector role to work, it must be combined with one of the CSM industry data model roles. For more information, see Roles and Personas.

    About this task

    For the following loan workflows, agents can also use the case playbook that guides them through the steps that are needed to resolve the case.
    • Loan Forgiveness workflow for business loan operations
    • Loan Deferment workflow for personal loan operations

    Procedure

    1. Navigate to All > Financial Services Operations > Workspace.
    2. Select the lists icon (lists icon).
    3. In the Lists tab, under Loan Tasks, open the task list.
      • For your assigned tasks, click Assigned to me.
      • For all credit assessment tasks, click All.
    4. In the list, select the task that you want to work on.
      To work on a task that is not assigned to you yet, assign it to yourself by clicking Assign to me.
    5. Finish the work that is required to complete the loan task in your core banking system.
      Note:
      When using a loan task to authorize a loan request, click Request Info if you need any required information to complete the review.
    6. Optional: In the Work notes field, enter any comments.
    7. Close the loan task.
      Loan taskAction
      For authorizing a loan service request Click Approve to approve or Reject to reject the request.
      For updating a loan account Click Close.
      For disbursing a loan Click Close.

    Result

    • The loan task moves to the Closed Complete state and the associated loan case moves to the next stage.
    • If the loan task is for authorizing a loan service request, a new task that is based on the workflow is automatically generated in the Tasks tab of the associated case. The new task is assigned to an assignment group or agent based on the assignment rules.
    • If the loan task is for updating a loan account or disbursing a loan, the associated loan case moves to the Closed Complete stage.