> For the complete documentation index, see [llms.txt](https://docs.uptiq.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.uptiq.ai/retail-lending/user-journeys/fi-staff-journey.md).

# FI Staff Journey

Follow an application through FI staff work, and see how an administrator sets Retail LOS up.

Financial Institution (FI) staff work the applications that applicants and Partners start. FI Administrators (Tenant Administrators) set Retail LOS up so those journeys work. Pick the tab for your job.

{% tabs %}
{% tab title="Work an application" %}

<figure><img src="https://2966508920-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Ff06WQMAu97E0STor0yyS%2Fuploads%2Fgit-blob-e9ec500f1d1c65c863993bdfd2b249e0b32fe3d4%2Ffi-staff-work-an-application.png?alt=media" alt="Flowchart titled FI Staff Journey: work an application. The application arrives in Applications List and a queue. Staff claim or assign it, review the record, re-run checks if details change, and read Credit Decisioning and Reasons for Review. The decision is to approve and move to Closing then Funding, decline (an adverse action notice may be due), or return to intake for missing information."><figcaption></figcaption></figure>

A customer, staff or time can also end the file at any stage: withdrawal is not allowed once a file is approved, declined, past the offer stage or funded.

{% stepper %}
{% step %}

#### The application arrives

A new application appears in **Applications List**, on the tab for its stage. Applications that need a person wait in a work queue. Staff can also start an application with an applicant using **Create New Application**.

See [Applications List](broken://pages/zgMLkTd4A5I4oD2DlSqv), [Start an Application for an Applicant](broken://pages/PJv5BraYfWZF1MxK4FTX) and [Manage Queues](broken://pages/Z5lL0LhJf641nu5qRvHP).
{% endstep %}

{% step %}

#### Claim or assign it

Select **Claim** to take the application, or **Assign** to give it to someone in the queue. Until someone claims it, the **Credit Decisioning** tab shows "Waiting to be claimed" and the decision actions aren't available.

See [Claim, Assign and Transfer an Application](broken://pages/2vitIUvb87Dnf1kf0Og8).
{% endstep %}

{% step %}

#### Review the application record

The record has a header, tabs and an action rail. The tabs depend on the product's **Tab Settings** for the stage. Use the **Documents** tab to ask the applicant for what is missing.

See [Application Record](broken://pages/JFF4ngUInPlRk5SpVF7A) and [Request Documents from an Applicant](broken://pages/V8vzZnGzI3OC9KvmjkZS).
{% endstep %}

{% step %}

#### Check identity and credit

Use **KYB/KYC Check** and the credit report tabs. Select **Run KYB & KYC Check**, **Re-run** or **Recompute** when an applicant changes details.

See [Re-Run Identity and Credit Checks](broken://pages/HnbYjvLPvUuPKZQGHrqp).
{% endstep %}

{% step %}

#### Read the decision

**Credit Decisioning** shows the result, the values used, the risk tier and **Reasons for Review**. Read the reasons first. They name the rule and the value that stopped the application.

See [Application Record](broken://pages/JFF4ngUInPlRk5SpVF7A#credit-decisioning), [Workflow Timeline](broken://pages/oH9buEhKL7c4OSqdWm2x) and [Decisions, Pricing, Offers](broken://pages/jo3OJEsRNxMSgOW8D09V).
{% endstep %}

{% step %}

#### Approve, decline or return to intake

**Approve Application**, **Decline Application** and **Return to Intake** are in the action rail. A decline can't be undone and might require an adverse action notice. Your role's approval authority can limit what you can approve.

See [Work an Application](broken://pages/lvXMbbnbRDUhZZqPPeJE).
{% endstep %}

{% step %}

#### Closing and funding

Approved applications move through **Closing** and **Funding**. The closing tabs include **Financing Offers**, **Contract Generation**, **Funding** and **Funder Matching**, and each stage can have a checklist.

See [Lifecycle and Queues](broken://pages/R7nNPhUkV7PFpoQXu97h) and [Lenders](broken://pages/JrEYVNX2N0TJU7sFJYLz), which drive funder matching.
{% endstep %}

{% step %}

#### Notices and timings

* **Withdrawal** can come from the customer, from staff, or automatically after no response. It isn't allowed once a file is approved, declined, past the offer stage or funded.
* **Incomplete applications:** a notice is prepared after a draft has been open for 14 days, and the customer has 15 days to reply. A person sends it, because automatic sending is off by default.
* **Decline notices** are due 30 days after the application was complete. Retail LOS raises a task when one hasn't been sent, and never sends it automatically.

See [Notice Logs](broken://pages/JFW2ZfWBGd22BUMHJOXX) and [Track Notices](broken://pages/42z9MX8tzlyTiAUn8jJr).
{% endstep %}
{% endstepper %}

#### Who does what

| Role                                          | Steps they usually own                   | Guides                                                      |
| --------------------------------------------- | ---------------------------------------- | ----------------------------------------------------------- |
| **Loan Officer**                              | 1 to 3: intake, documents and follow-up  | [Loan Officer](broken://pages/G0BgDJkKtRodgvWbl6nz)         |
| **Underwriter**, **Senior Underwriter**       | 2 to 6: claim, check, decide             | [Underwriter](broken://pages/p8HDxjc3BK8RrsDX43qF)          |
| **Relationship Manager**, **Closing Officer** | 7: contracts, offers and funding         | [Relationship Manager](broken://pages/6Rg9fRpcsY6WkCiySNnq) |
| **Compliance Officer**                        | 8: notices, consents and the audit trail | [Compliance Officer](broken://pages/zEly7u2W2IeC9qgsNLIV)   |
| {% endtab %}                                  |                                          |                                                             |

{% tab title="Set up Retail LOS" %}

<figure><img src="https://2966508920-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Ff06WQMAu97E0STor0yyS%2Fuploads%2Fgit-blob-7b2af88dd0a0397e08052e8a41197f156a432233%2Ffi-staff-set-up-retail-los.png?alt=media" alt="Flowchart titled FI Staff Journey: set up Retail LOS. Check Retail LOS is ready, configure the tenant, create the product and keep it Inactive, build the application form, set up decisioning, build the workflow, set the lifecycle, queues and tabs, check roles and permissions, then test end to end. If the product is ready, set it to Active. If not, fix and test again."><figcaption></figcaption></figure>

{% stepper %}
{% step %}

#### Check Retail LOS is ready

Vendors your products use must be active, and the documents you need must exist in the **Doc Registry**.

See [The 14-Step Checklist](broken://pages/ZHcqhJqAfVimIkhsRuOr).
{% endstep %}

{% step %}

#### Configure the tenant

Tenant-wide settings come first: documents, assets, lenders, notices, email templates and work queues.

See [Configure Retail LOS](broken://pages/eBmG2yUTk2tEQkXhPbHb).
{% endstep %}

{% step %}

#### Create the product

Create it from scratch, from a specification document, or by importing an exported product. Keep it **Inactive** until it's ready.

See [Create a Product](broken://pages/opN1TXIhdJnuYiD71MWP).
{% endstep %}

{% step %}

#### Build the application form

Build the flow applicants complete, then add documents, disclosures and eligibility questions.

See [Build an Application Flow](broken://pages/n1SdyLUnQZgbkOYajm7c) and [Set Up Documents and Eligibility](broken://pages/R3cqZGDPblK7WmHQ88Fl).
{% endstep %}

{% step %}

#### Set up decisioning

Set the scorecard or decision matrix, then the approval authority staff work within.

See [Publish the Decision Matrix](broken://pages/n5eU7xEVylTz025Fvnzy), [Set Up a Scorecard](broken://pages/CdVet89Uo7n7MdHKWFnS) and [Set Up Approval Authority](broken://pages/BOlHIgJWrxip1AUUfkNh).
{% endstep %}

{% step %}

#### Build the workflow

Draw the steps an application follows and route every outcome.

See [Build and Publish a Workflow](broken://pages/YpBznnpGXgIgnhL2fSdK).
{% endstep %}

{% step %}

#### Set the lifecycle, queues and tabs

Name the stages and statuses, set who works which queue, and choose the tabs staff see at each stage.

See [Change a Product's Lifecycle](broken://pages/tFjYXGI3mCW7chYnbJih), [Manage Work Queues](broken://pages/AcHGnKC5TVYfuZEeVRA0) and [Choose a Product's Tabs](broken://pages/qq4RZQIjHeWeHpC4UhOv).
{% endstep %}

{% step %}

#### Check roles and permissions

A role sees a new tab only when it has view permission for the tab and its data.

See [Manage Access](broken://pages/KB8A5rue3VV1wa1dSrFA).
{% endstep %}

{% step %}

#### Test, then activate

Test end to end, then set the product to **Active**.

See [Test Before Go-Live](broken://pages/SaOPfYcafTO6mGboNYJl) and [Common Mistakes](broken://pages/cFDwjWwjywK0MbNttGp4).
{% endstep %}
{% endstepper %}

See also the [FI Administrator](broken://pages/CTApVokfrixseZUKcw3S) guides and the [Implementation Guide](/retail-lending/implementation-guide.md), which puts these steps in a wider plan.
{% endtab %}
{% endtabs %}

<table data-view="cards"><thead><tr><th>Related</th><th data-card-target data-type="content-ref">Page</th></tr></thead><tbody><tr><td>The applicant side of the same application.</td><td><a href="/retail-lending/user-journeys/applicant-journey.md">Applicant Journey</a></td></tr><tr><td>How Partners (Brokers) submit deals.</td><td><a href="/retail-lending/user-journeys/partner-journey.md">Partner Journey</a></td></tr><tr><td>What each role can open.</td><td><a href="broken://pages/EebOasKPKQhWq9ggrFQL">Broken link</a></td></tr><tr><td>Step-by-step guides grouped by role.</td><td><a href="broken://pages/p8HDxjc3BK8RrsDX43qF">Broken link</a></td></tr></tbody></table>

***

{% columns %}
{% column width="83.33333333333334%" %}

<p align="right"><em>Maintained by</em> <mark style="color:green;">Abhishek Paul</mark><br><code>AI-assisted, human-approved</code></p>
{% endcolumn %}

{% column width="16.666666666666664%" %}

<div align="left"><img src="https://2966508920-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2Ff06WQMAu97E0STor0yyS%2Fuploads%2Fgit-blob-d034645b4f8f8ee661985f5306b60ded3289653c%2Fmaintainer-abhishek-paul.png?alt=media" alt="" width="60"></div>
{% endcolumn %}
{% endcolumns %}


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