ikano online credit approval · an introduction to the ikano online credit approval system ......

Ikano Online Credit Approval

User Guide v1.3

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Ikano Online Credit Approval User Guide v1.3


User Guide v1.3

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Table of Contents

Part 1. An introduction to the Ikano Online Credit Approval system ...................................................... 3

Part 2. Logging into the system ................................................................................................................... 3

Part 3. Creating a new application ............................................................................................................... 4 3.1 Step 1 - Start application ..................................................................................................................... 4 3.2 Step 2 - Select a product ..................................................................................................................... 5 3.3 Step 3 – The Explanation .................................................................................................................... 6 3.4 Step 4 – Personal Details .................................................................................................................... 7 3.5 Step 5 – Enter address details ............................................................................................................ 8 3.6 Step 6 – Enter employment details ................................................................................................... 10 3.7 Step 7 – Enter financial details.......................................................................................................... 10 3.8 Step 8 - Cancelling Credit Application .............................................................................................. 11 3.9 Step 9 – Finish .................................................................................................................................. 12 3.10 Accept ............................................................................................................................................... 13 3.11 Referred Applications ........................................................................................................................ 14

3.11.1 Referral/1 ....................................................................................................................................... 14 3.11.2 Referral/2 ....................................................................................................................................... 15

Part 4. Finding an existing application ..................................................................................................... 16

Part 5. Troubleshooting .............................................................................................................................. 17

Appendix A –Phoning in a manual application (Contingency Method) ......................................................... 18

Appendix B –Suspicious customer behaviour ................................................................................................. 21


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Part 1. An introduction to the Ikano Online Credit Approval system

What is the Ikano Online Credit Approval system? The Ikano Online Credit Approval system is the software used to process the Ikano credit applications that are completed in your store. Customer data is captured directly into the online application form and an instant credit decision will be returned for your customers. Please note that some of the sections or instructions in this guide may not be applicable for the credit products you offer. Important: This credit facility does not accept applications to finance gift vouchers. Minimum technical requirements It is recommended that you have a compatible version of Internet Explorer (i.e. 7 or above) and the latest Adobe Acrobat Reader installed on your store computer. Launching the Ikano Online Credit Approval system When you receive your registration confirmation e-mail, you will be given an Ikano Online Credit Approval program icon to save on your desktop. Simply double-click this icon when you wish to use the Ikano Online Credit Approval software.

Part 2. Logging into the system

1. Double-click on the Ikano Online Credit Approval icon saved on your desktop. You will see the following screen:

2. Click on “LOGIN”.

Will be pre-populated

If forgotten

or locked

click in the

“Forgotten

Password”

link. Note: Automatic logout after 10 minutes of inactivity.


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Part 3. Creating a new application

3.1 Step 1 - Start application

Important: If at any time you believe the customer’s behaviour or responses are suspicious,

see Appendix B for instruction on handling potential fraudulent activity.

Pre-Application Checklist

Confirm that the customer:

is over 18 years of age

has a good credit history with no previous bankruptcies, IVAs, Debt Relief Orders, recent CCJs or defaults

is a UK resident and have lived in the UK for the last 12 months (unless you are HM Forces Personnel)

is not unemployed

is not aware of any significant changes which may adversely affect their ability to continue making repayments in the future

Please note that meeting the above criteria does not guarantee acceptance.

Tell the customer that credit is provided by Ikano Bank, and is available subject to status.

Confirm that the customer has ONE valid proof of identification:

A current, valid UK issued Credit Card or Store Card

A current UK issued Debit Card

A full UK Driving Licence

An unexpired UK or Eire issued Passport

A British Forces Identity Card encompassing photograph It is essential that you are able to identify the customer:

Where photographic ID is provided the photograph must be compared to the customer.

The type of ID and reference number must be annotated on the loan application form.

Confirm that the customer holds a current UK bank account and can provide details of that bank account for the Direct Debit. Direct Debit is mandatory for this type of credit.

Ensure the customer has at least one phone number available for contact (home, mobile or work).

In case the application is referred, it will help the application process if the customer has valid proof of current address. A valid proof of address can be any of the following:

A full UK Driving Licence (If not used as ID)

A UK Bank statement *

A UK issued Credit Card or Store Card statement *

A UK issued Mortgage statement *

A Council Tax statement *

A UK utility bill (defined as Gas, Electricity, Water or land line telephone)* * must be dated in the last 3 months


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Start Page - review the instructions on the screen:

3.2 Step 2 - Select a product

1. Enter the relevant and mandatory information. 2. Click the “CALCULATE PAYMENT PLAN” button. The payment plan summary will be displayed

on screen. 3. Repeat as necessary until the customer is satisfied with the relevant payment plan. 4. When the customer has decided which plan they want to choose, click on the “CHOOSE THIS

PAYMENT PLAN” button to save the loan amount and term.

Select the

desired

option here,

to start a

new

application

or search for

existing

applications.


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3.3 Step 3 – The Explanation

Ensure that you read the explanation out aloud to the customer and they fully understand what you have said before you move on to the next screen.


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3.4 Step 4 – Personal Details

1. Enter the relevant and mandatory information including the monthly expenditure details. 2. Click on the “CONFIRM DETAILS AND CONTINUE” button.

Credit or debit card: last 4 digits All other types: full number/code


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3.5 Step 5 – Enter address details

Enter the postcode and house/flat

number, then click “FIND ADDFRESS”.

Enter the flat number where it is relevant.

This will help prevent applications from

being referred unnecessarily.


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1. Enter the relevant and mandatory information including the monthly expenditure details. 2. Click on the “CONFIRM DETAILS AND CONTINUE” button.


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3.6 Step 6 – Enter employment details

1. Enter the relevant and mandatory information. 2. Click on the “CONFIRM DETAILS AND CONTINUE” button.

3.7 Step 7 – Enter financial details

Important: This credit product requires repayment by direct debit. When the application is accepted, Ikano will set up a Direct Debit to claim the monthly repayments from the customer.

1. Enter the relevant and mandatory information. 2. Click on the “CONFIRM DETAILS AND CONTINUE” button.


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If the customer is happy to continue and not cancel the application, skip Step 9 and proceed

directly to Step 10.

3.8 Step 8 - Cancelling Credit Application

Up until the “submit” stage, the customer can cancel the application at any point in the process. To cancel an application: 1. Click on the Main Menu button. 2. Select the Cancel Application option. 3. Read the instructions on the Cancel Application page. 4. Click the Cancel Application button. 5. Click the OK button on the cancellation confirmation popup window. This will return you to the

Start Page.

Should the customer wish to apply again at a future time, simply start the process again from the beginning as a new application. As the original application was not sent to a Credit Reference Agency for scoring and validation, there will be no impact to the customer’s credit history.


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3.9 Step 9 – Finish

IMPORTANT: Ensure you have explained to the customer that you are about to conduct a Credit bureau search at this stage. You must have the customer’s consent to conduct the credit search before you submit the application.

1. If you feel that the applicant is obtaining the loan product fraudulently, then tick the “Code 10

Application Referral” box before submitting the application 2. Click the Submit Application button to have the application sent for decisioning.

Important: Credit applications that have been started but have not reached the “decision” stage will be automatically cancelled after 90 days. When the decision is returned, you will see one of the following screens:


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3.10 Accept

Printing Checklist

Confirm with the customer that the agreement details are correct.

Confirm that the account number and application ID number in the relevant sections on the printed form are correct.

Obtain the customer’s signature on the application form and all copies of the agreement form.

The customer’s signature provided on the loan application form must match the signature on the proof of identification given.

Sign the agreement form on behalf of Ikano.

Place application form, and Ikano’s copy of the agreement form and terms and conditions, in the Application Return Envelope and put them in the post at the end of each day.

Important: Please note that the PDF document MUST NOT be saved to your computer’s hard drive or to a USB flash drive, or other external storage device. This restriction must be enforced to comply with the Data Protection Act, in the prevention of mishandling a customer’s personal details and to minimize the risk of any potential fraudulent activity. Reprinting the Agreement There may be situations where you are unable to print the customer’s agreement immediately upon receiving an accept decision. If you need to reprint a customer’s agreement: 1. Click on the Main Menu button. 2. Select the Search Application option. 3. Enter the customer’s surname in the search criteria. 4. Locate the customer in the returned search results. 5. Click on the VIEW hyperlink. 6. Click on the reprint agreement button. IMPORTANT: Please note that “re-printing” an application is not equivalent to creating a new application. You will not be able to alter any of the customer information, nor will you be able to resubmit the application for decision. PLEASE REMEMBER THE FORM CONTAINS SENSITIVE CUSTOMER DATA AND NEEDS TO BE STORED SECURELY.


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3.11 Referred Applications

3.11.1 Referral/1

If Referral/1 appears in the Decision field, this means further work is required from the underwriters at Ikano:

Referral Checklist

Advise the customer that you are unable to complete their application at this time, as it has been referred for further checks.

Make a note of the application ID that is found on the upper right corner of the screen. This will help you search for the application if you need to leave this screen.

Follow the instructions on the screen, unless you have specifically been advised to follow an alternative approach in your system training

Advise the customer that if Ikano are unable to make an immediate decision, Ikano will write to the customer with further information. Ikano will provide a reference number for their documentation.


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3.11.2 Referral/2

If Referral/2 comes back as a decision: 1. Advise the customer that unfortunately, the application cannot be processed at this time and

an alternative method of payment will be required. 2. Let the customer know that Ikano will write to them to advise of the application decision.


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Part 4. Finding an existing application

1. Select Search for Application from the menu.

A sample of returned search results:

Enter search criteria.

Click to return search results

that match the criteria.

Click to view additional details.

Closes the pop up window and returns

you to the search results screen.

Click to resume an application in progress

or to return to a decision screen.


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Part 5. Troubleshooting

Problem Recommended Action

System is unavailable We want you to be able to process every application even if the system is unavailable. In this situation you can phone applications in to Ikano on the number identified in your retailer pack or you can wait until the system is available. You will need to capture customer information using the electronic PDF application form, included in your registration pack or your paper application pads. Please see Appendix A for instructions on how to phone in an application. Once the application has been processed and the paperwork signed, send to the Ikano Bank.

Cannot log into system Contact your local systems administrator for assistance. You will need to capture customer information using the electronic PDF application form, please see Appendix A for instructions on how to phone in an application.

Other technical issues Ikano is not responsible for resolving any other computer, network, internet, or printer problems. These must be managed by your own IT service provider and/or systems administrator.

Please make note of any system generated error message you might receive, as these details may help the investigation and resolution of the issue by the relevant IT team.


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Appendix A –Phoning in a manual application (Contingency Method)

There may be situations when the online application is unavailable. To ensure your customers are able to apply for these credit products, simply complete the application PDF form and telephone Ikano to process the customer’s details. What is this form? These are the Ikano Interest Free Credit application forms. They are in an electronic PDF format to assist in entering customer details, rather than writing on a pre-printed form. Where is this form? They should be available as icons on your computer desktop. If you are unable to find the icons on your computer desktop, please contact your Ikano Representative to ensure they email it across to you When do I use this form? Use these forms when the online application is not available to process credit application forms. How do I open this form? They are opened using Adobe Acrobat Reader. If you do not have Adobe currently installed on your computer, please check with your IT department before downloading it from this site: http://get.adobe.com/uk/reader/. How do I know what fields I must fill in? To understand which areas of the forms are meant for data entry, as well as being able to clearly see which fields are mandatory, simply click the “Highlight Fields” button in the upper left corner of the window. This is an illustration of the form:

http://get.adobe.com/uk/reader/


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How do I navigate through this form? There are two ways to move between fields on these forms:

Use the tab key.

Using the mouse, point to a field and click to enter information or to select a value from a drop down list.

Can I change the loan amount or terms if the customer asks? The loan amount and terms may be changed on the electronic forms as often as is necessary until the agreement is printed, signed, and phoned into the Ikano Customer Service centre. Ensure the final decision on the loan amount and term are confirmed with the customer before printing, signing, and phoning in the application form. Note that the amounts on the SECCI must match those on the signed agreements. Once the agreement is in place, no changes can be made to the amount or term. Why can’t I save the form with customer data? These forms were constructed to comply with the Data Protection Act in the prevention of mishandling a customer’s application details and to minimise the risk of any potential fraudulent activity. To clear the application forms, click the “Reset Form” button in the upper right section of page 1, or by closing the form and re-opening it. If the forms are closed in the middle of entering the customer’s data, the information will be lost when the form is reopened and will need to be re-entered. How do I print this form?


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There are two ways to print the application forms:

Click the printer icon in the upper left corner below the menu bar.

Select Print from the File menu on your browser. Each page on the application form is identified as either “Ikano Copy” or “Customer Copy”. This can be found at the bottom of each page. What do I do once I have printed the form?

Printing Checklist

Hand the customer the SECCI (Pre-Contract). This is for them to keep and take home.

Confirm with the customer that the agreement details are correct.

Confirm that the account number and application ID number in the relevant sections on the printed form are correct.

Obtain the customer’s signature on the application and agreement form.

1. Contact the Ikano Customer Service centre to relay the application details and obtain an instant

credit decision; the number can be found in your retailer pack as well as at the bottom of the Ikano Online Credit Approval screen. You will need to write down the account number and application ID on top of the application. This is also when you can complete fields that require calculated amounts, such as the Total Amount Payable.

2. Decision: a) If the credit application is accepted, obtain the customer’s signature on the Credit

Agreement. You will also need to sign the agreement on behalf of Ikano; or b) If the credit application cannot be processed that day mark down the application ID

reference number at the top of the application. After the application ID, write “/2” to indicate a referral/2 decision, or write “/1” to indicate a referral/1 decision. Neither you nor the customer is to sign the agreement forms. Inform the customer that he or she will need to use an alternative payment method.

Post-Decision Checklist

Hand the customer their copy of the signed agreement as well as the Terms and Conditions.

Place application form, and Ikano’s copy of the agreement form and terms and conditions, in the Application Return Envelope and put them in the post at the end of each day.

PLEASE REMEMBER THE FORM CONTAINS SENSITIVE CUSTOMER DATA AND NEEDS TO BE STORED SECURELY. If you are not able to post the forms immediately, please ensure that they are kept in a secure, locked location at your store. 3. Clear the application form by clicking the “Reset Form” button in the upper right section of page 1,

or by closing the form and re-opening it.


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Appendix B –Suspicious customer behaviour

A customer applying for credit may be perpetrating fraudulent activity or may, themselves, have been a victim of fraudulent activity. What are the signs to identify a possible fraudulent applicant? Customer appears nervous Unsure of all their personal details Is trying to hurry or distract you Seeking confirmation of personal details via a mobile phone call Request for high volumes of high value products What can you do to help prevent someone committing fraud? Always check the name on the Identification matches to the customer details (correct spelling) Check that they are the correct gender to the name Check the signatures match Check Date of Birth on ID if available Does the profile match the person in front of you (e.g. claiming 10 years at employer but they are 24 years old) Scenario 1: Customer is genuine; however, application is referred. An application that comes back as referral/1 may have been triggered by fraud flags against the customer who has been the victim of fraud. An Ikano Customer Service agent will help you manage this type of referred application when you phone it in. Scenario 2: Code 10 If you believe a customer is attempting to complete a fraudulent loan application, complete the application process as normal until the “submit” screen, there is a CODE 10 box to tick at the top of the page. Once you have done that, you can then press the “Submit” button. The application will be referred out, the fraud investigation team will look into the application further and will act accordingly. The application will be considered “in progress”, so the Customer Service Agent will be able to retrieve it and flag it in the system as Code 10. The application will come back as a referral and Ikano will send the customer a letter.

ikano online credit approval · an introduction to the ikano online credit approval system ......

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