Comprehensive Overview of Case Statuses in the Onboarding Process
Introduction
In underwriting, there are three primary case types: Onboarding, Risk Assessment, and Application Edit. This guide focuses exclusively on the Onboarding case type, detailing each status and the transitions that occur during the processing of an application. Understanding these statuses is crucial for managing the initial stages of an application's lifecycle, ensuring accurate and efficient processing.
Onboarding Case Statuses and Transitions
- Onboarding
- Trigger: The applicant enters their TIN and Business Name.
- Description: This is the initial status indicating that the applicant has begun filling out the application but has not yet submitted it.
- Trigger: The applicant enters their TIN and Business Name.
- Submitted
- Trigger: The applicant clicks on "Submit Application" from the Thank You page.
- Description: The application has been formally submitted for processing and awaits integration checks or further processing.
- Trigger: The applicant clicks on "Submit Application" from the Thank You page.
- Pending Decision
- Trigger: If integrations are still in progress, delayed, or have failed.
- Description: Indicates that the application is under review but cannot be decided upon until all integrations are complete.
- Transition: From Onboarding → Submitted → Pending Decision.
- Trigger: If integrations are still in progress, delayed, or have failed.
- Under Manual Review (Attention Needed)
- Trigger: This status is triggered when a verification attempt is unsuccessful. Common reasons include missing information from the Secretary of State or other critical data points that cannot be verified as expected.
- Description: This status indicates that the case requires manual intervention due to issues with the verification process. All such cases are flagged in red to denote the need for immediate attention and action.
- Transition: The case may move into this status from any prior stage where a verification failure occurs, typically following a transition from "Pending Decision" if the initial automated processes fail to verify the necessary information.
- Action Required: Manual review by a customer admin, CRO, or Risk Analyst is required to address the specific issues identified. The review might involve requesting additional information or clarifications, directly impacting subsequent status transitions such as moving to "Info Requested" or back to "Submitted" for reevaluation.
- Trigger: This status is triggered when a verification attempt is unsuccessful. Common reasons include missing information from the Secretary of State or other critical data points that cannot be verified as expected.
- Info Requested
- Trigger: Updated by a customer admin, CRO, or Risk Analyst if further information is required from the applicant.
- Description: This status allows for requesting additional information directly from the applicant.
- Transition: From Under Manual Review → Info Requested, and back to Submitted after applicant resubmission. Followed by re-evaluation which can lead to Auto Approve, Auto Reject, or remain Under Manual Review.
- Trigger: Updated by a customer admin, CRO, or Risk Analyst if further information is required from the applicant.
- Auto Approve
- Trigger: AI score is above 700.
- Description: The application meets all criteria with high scores and is automatically approved.
- End of Status Life Cycle.
- Trigger: AI score is above 700.
- Auto Reject
- Trigger: AI score is below 549.
- Description: The application does not meet necessary criteria and is automatically rejected.
- End of Status Life Cycle.
- Trigger: AI score is below 549.
- Manual Approve
- Trigger: Decision made during the manual review process.
- Description: The application is approved by a reviewer based on a manual assessment.
- End of Status Life Cycle.
- Trigger: Decision made during the manual review process.
- Manual Reject
- Trigger: Decision made during the manual review process.
- Description: The application is rejected by a reviewer based on a manual assessment.
- End of Status Life Cycle.
- Trigger: Decision made during the manual review process.
- Archive
- Trigger: A configured number of days elapse or manually updated by an admin.
- Description: Cases that are no longer active are moved to an archived status for record-keeping.
- Conditions: Applies only to cases with statuses like Submitted, Pending Decision, Info Requested, or Under Manual Review.
- Trigger: A configured number of days elapse or manually updated by an admin.
Conclusion
This guide covers all possible statuses and transitions within the onboarding process for underwriting. It ensures that each application is processed accurately and efficiently, aligning with organizational protocols and applicant expectations.