Advantages of Apply OnlineThe advantages of using an online form within the bank’s website are:

• 24/7 availability of the online application service • easy solution in time and money saving• low costs for both the bank and the customer• website visitors turn into potential customers• ease of use• fast form filling and direct access to the forms• collection of marketing data useful for product promotion campaigns• knowing of the product and its characteristics• communication transparency• professional advisers in choosing the financing solution• the way of separating us from the competition (on the client level) is offering a precise

calculation of the loaned amount and the detailed reimbursement chart

Apply Online – current practice

Cash loan application - main flow:

1. The customer applies for a loan and fills in the requested form data;2. The form filled in provides the state of eligibility for the client (a sort of

pre-scoring)3. The data is loaded into the bank system for later analysis 4. An operator (can be a credit officer from a branch) calls the customer to

confirm the data entered in the form 5. After the confirmation, the customer is required to bring the original

documents to a branch 6. At the branch the application and documents are analyzed (this can take

several days – loan application follows the standard workflow)7. If the analysis is positive for the customer, the branch will contact him/her

for signing the credit contract with the bank and obtain the requested loan

Apply Online

Cash loan application - main steps - “ideal proposal”

1. The customer applies for a loan and fills in the requested form data; 2. The system should make an automatic decision telling him that he is eligible to

obtain a loan or not (risk issue regarding the type of analysis)3. The form data is loaded into Mille-Flow for automatic analysis;4. The application that passes the pre-analysis enters on the queue of an Call Officer

(RLC)5. Call officer (RLC) calls the customer to confirm the data entered in the form

(asking also additional data);6. Call officer performs all the necessary verifications;7. With all the data confirmed, the application is analyzed by an Approval officer;8. The customer is announced to provide the original documents to a branch; (A)9. The RM in the branch receives, checks and sends the scanned original documents

to approval officer to check them with the data in the system;10. The contract is signed and scanned for disbursement; (B)11. The loan is disbursed. (C)

Issues – to be discussed/decided

• The online data form must be easy to fill in (intuitive or field restrictive)• Simple simulation (data for pre-scoring) in order to “catch” the client• Complete simulation (all automatic checking) in order to provide an accurate result• Determine what fields are necessary to be in the data form in order to be able to provide an

online answer of pre-qualifying for the credit product (Risk opinion…)• Which should be the flow in performing the analysis for the eligible applications (Risk opinion)• Which should be the flow since the customer comes to branch (standard or specific one designed

for Apply Online)• For the applications analysis we may adapt and apply the flow followed in “Retailers” case – “fast

approval”• The client should not be in the branch more than once• Estimated time for analysis of scanned docs…• Estimated time for disbursement (from receiving contracts signed to having the money in the

account)• Possibility of competency at the branch level for confirmation of docs• Which documents could be avoided/skipped/not needed