ORCA User Manual V14

Transcription

1 ORCA User Manual V14

2 Table of Contents 1. Introduction Glossary of terms The ORCA System Pre-Requisites Launching the system Password Security The Landing Page Navigating ORCA New Applications Pre-validation Check Client Details Employment Details Other Details Capturer Details Disclaimer Pre-validation Results Income Capture Options for Affordability Assessment Option 1 Payslips Option 2 - Payslips plus Bank Statements Income Capture Options for Affordability Assessment for Self-Employed Clients Expense Details Payslips Deductions Product Builder Customer Employment Contact Customer Banking Customer Reference Customer NCR Information Customer Marketing information Product Pricing Application Documents Quotation and Loan Agreement Form Uploading Documents Counter Offer Quotation and Loan Agreement Form Application Feedback Resubmission

3 14.2 Rejection Current Applications By utilizing the Current Application icon, you can get access to all the applications that you have worked on within the last 30 days Current Applications Statuses Searching for an Application Dispatch Goods This is where the client s application is successful and their building material needs to be dispatched Flexibuild Advances (Drawdown Process) Drawdown History Cancellation of an Application Updating a Cancellation Request Completing the Cancellation Request on ORCA Reporting on ORCA Incident Log Real People Home Finance Contact Details and Assistance ORCA NOTIFICATIONS

4 1. Introduction Real People Home Finance (Pty)Ltd (RPHF) would like to extend you a warm welcome to our mutually beneficial business venture. We are looking forward to the start of a successful business relationship for years to come and we believe that your business will greatly benefit from our quick and easy application processes, swift approvals and our staff s helpful, friendly service! This document is designed to assist you to practically and effectively navigate through the ORCA system and assist the customer to the complete the application process. NOTE: To ensure that you are following the correct processes and adhering to the current business rules, always make sure that you are using the most updated version of this document. 4

5 2. Glossary of terms RPHF Real People Home Finance (Pty) Ltd, reg no: 2016/067411/07, NCRCP8134. ORCA Online Real People Credit Application AM ORCA User Area Manager. The person responsible for ensuring that RPHF business processes and policies are adhered to at all times. The AM is also responsible for building and maintaining working relationships between RPHF and the Merchant A person selling the RPHF products to clients and fulfilling the application process using the ORCA system NCA The National Credit Act (35 of 2005) is part of a comprehensive legislation overhaul designed to protect the Consumer in the credit market and make credit and banking services more accessible. 5

6 3. The ORCA System ORCA is the RPHF internal tool designed to make it convenient and easy for Credit Champions ( CCs ) to assist RPHF customers to apply for home improvement finance. Instant and faster results are possible as the pre-validation and scoring is done while the customer is waiting in the store. This means, you will be able to tell the customer how much and what products they qualify for once approved. 3.1 Pre-Requisites In order to access ORCA, you will need a computer with internet connection and one of the following web browsers: Internet Explorer 9 Web Browsers Google Chrome Mozilla Firefox ORCA Documents All ORCA documents are in PDF format, which may be viewed with Adobe Reader. This can be downloaded for free from Login Details Your Area Manager will provide you with your unique login details which includes your Username and Password. Until you have been provided with your login details you will not be able to access ORCA. 6

7 4. Launching the system To launch the system, check that you are connected to the internet on your computer then open up your web browser and type the following link: The following Screen will appear: Figure 1: Login Page Click on the Username field and type in your username Click on the Password field and type in the password Click on the Go button to proceed NOTE: Please note that the Real Care team is available to assist you should you have any login issues such as forgetting your Password and/or Username. Should you require any assistance, you are most welcome to contact the team on Toll Free Number: Monday Friday: 08H00 17H00 Saturday: 08H00 13H00 Public Holidays: 10H00 13H00 Do not share your Password and/or Username. Password expires every 30 days Username and Password are case sensitive 7

8 4.1 Password Security For security purposes, your password is set to expire every 30 days and this is specified by the Real People Server Administrator. An incorrect username and password will result in a login failure. To change your password you will have to do the following: Click on the Drop down arrow to bring up these options Figure 2: Changing Password From the landing page, click on Change password ; The following screen will appear: The system will tell you if your new password is Strong or Weak Figure 3: Password Strength In the Old Password field, enter the password that you currently use to log into ORCA; In the New Password field, enter the new password you have chosen; A password must be 8 characters long, consisting of: o 6 Letters i.e. alphabet a-z (capital and/or lower case); o Symbols # $ ^ & * ( ); 8

9 o Numbers i.e. 1,2,3,4,5,6,7,8,9,0; Enter that same password in the Confirm New Password field; Select SAVE to go to the landing page and continue with the application; If you click on Cancel it will take you back to the login page; 5. The Landing Page This is the first screen you will see after successfully logging in with your Username and Password. Once on this screen, you will be able to navigate through various functionalities of the system. Figure 4: The Landing Page There are Six icons from the Menu that are available on the landing page and each icon performs a different function. The same icons can be accessed by clicking on the Menu icon on the landing page. New Applications will guide you through a systematic process for applying for credit on behalf of your client. Current Applications will allow you to: o Amend or cancel applications that are still in progress. o Print the Application Form and Q&L agreement. o Trigger payments for approved applications. Reports: You are able to track your applications via the Reports option. 9

10 Support: is the functionality for Merchants and CCs/BDOs to use when communicating with RPHF. Dashboard: the dashboard icon allows your AM to set targets for you, which will appear on the landing page. Applications-In-Progress Production Funnel: this shows the applications that are in progress Notifications: the notification functionality is a communication tool that RPHF uses to communicate any new products, system changes and resubmission and rejection cover sheets. You will also be able to access a copy of the latest ORCA User Manual by clicking on the PDF or zipped PDF icon. 10

11 6. Navigating ORCA 6.1 New Applications To access any new applications from the system, click on New Applications Icon directly from the landing page or first Click on Menu then click on New Applications The following screen will appear: Figure 5: New Application Wizard RPHF uses a detailed credit scorecard to evaluate how much debt the client currently has before approving the home improvement finance. To do this, RPHF takes the client s income, other debts repayments and the history of how the client is paying other accounts to check if the client will qualify for the home improvement finance or not. This exercise is necessary to ensure that the client is not already over-indebted and therefore will not be able to afford to take the home improvement finance from RPHF. 11

12 6.2 Pre-validation Check Figure 6: Pre-validations Questions For the client to pre-qualify for a loan, they have to pass the RPHF credit risk assessment [RPHF scoring model]. Pre-qualification is not final as the client will still have to pass the requisite Affordability Assessment before he/she can choose which Loan Amount and Product they can choose to actually take. Before you can start with the capturing the relevant information you must ask the client the following questions: Are you a South African citizen? If not, do you have South African residency (proof of this will be by way of reference to a RSA Green Barcoded ID Document/Smart Card)? Are they in debt counselling or in the process of applying for debt counselling? If the client indicates that they are no longer under debt counselling, the client must be advised to ask their debt counsellor for a clearance certificate and have their details updated at the credit bureau. Are you under an Administration Order If the client answers YES to this question, we will not be able to proceed with the application. Have you been declared insolvent or in the process If the client answers YES to this question, we will not be able to proceed with the application. Do we have their permission to score them in order to continue with capturing? 12

13 6.3 Client Details Figure 7: Clients Details The client must be a South African Citizen or, if not, he/she must have South African residency (proof of this will be by way of RSA ID Document/Smart Card). The client must at least be 18 years of age and not older than 65. The client must bring the original Valid RSA ID/Smart Card Make copies of the original documents and ensure that you and the client both sign the copies Ensure that both sides of the Smart ID card are copied Please note that the clients cellphone number is mandatory as a One Time Pin (OTP) will be sent to the client to confirm the application later on in the capturing process 13

14 6.4 Employment Details Figure 8: Employment Details Status: The following status can be selected from the Status drop down box: Permanent; Contract; Part time; Self Employed; Temporary; Unemployed. NOTE: Please note that we can only assist if the client is Permanent, Contract or Self Employed. The customer must have been working for minimum 3 months. If the client is on a contract, ensure that you enter the correct Contract End Date. Should the client not know that, they need to confirm the date with their employer and provide us with written proof. Where a client is self-employed, they need to be able to produce the required bank statements that show EFT Payments or where money was deposited and not transferred. Please note that a Domestic Worker needs to be captured as Self-Employed. Occupation: The clients occupation refers to the type of work that the client does, i.e. an accountant, driver, electrician etc. This information is usually found on the client s payslip. It is important to note that the customer might have to be requested to submit a letter from the employer indicating what work he/she does if same is not described on the payslip. Engaged Date: Enter the engagement date, as indicated on the payslip. The client needs to have been engaged minimum 3 months. Pay Frequency At what interval is the client s salary paid? Monthly, Weekly or Fortnightly Basic Salary Enter the basic salary as it appears on the payslip, if the client is weekly or fortnightly, enter the amount that reflects on the payslip do not multiply by 4.3 (weekly) or 2.16 (fortnightly). Customer must earn minimum income of R

15 Gross Income Enter the gross salary as it appears on the payslip, if the client is weekly or fortnightly enter the amount that reflects on the payslip do not multiply by 4.3 (weekly) or 2.16 (fortnightly). The Gross Income is always greater than the basic salary. 6.5 Other Details Use the drop down options to select the relevant option for the client. Figure 9: Other Details 6.6 Capturer Details Please enter the details of a person that provided the sales lead as per the fields below. Option 1: Salesperson Name This option should only be used if the sales lead us from the Sales Person capturing the application. Figure 10: Salesperson Details Option 2: Staff Option Use this option if the lead was initiated by another sales consultant Option 3: Code Option Use this option if the lead was initiated by a Sales Agent or a BDO 15

16 6.7 Disclaimer Please read the below disclaimer to the client. The client needs to be made aware that the pre-validation check is only a high-level, non-binding indication of the loan products that they may eventually qualify for once a full Affordability Assessment has been completed. Only once the full Affordability Assessment has been performed will it be possible to provide the client with an accurate loan product offer. Figure 11: Disclaimer Click Next. The following screen will appear to confirm that all information entered is correct. Check and confirm with the client that all information captured is accurate. Figure 12: Pre-validation - Confirm Once satisfied, click Yes to proceed or click No to go back. 16

17 7. Pre-validation Results The screen below will be displayed after clicking Yes from the screen above. This screen displays the pre-validation results and potential offer for the client. Figure 13: Pre-Validation results The Pre-Qualifies for amount, in this case R , is the maximum loan amount that the client may qualify for. Pre-qualify is only an indicative offer as the final product offering can only be determined after the Affordability Assessment is completed. The term, interest rate and instalment are calculated based on this amount. However if the client would like a lesser amount, this amount can either be directly entered into the Finance Required field or the slider may be used to indicate what loan amount the client would like. TAKE NOTE: Please ensure that you explain the clause below very carefully to the client Figure 14: Disclaimer The client will have an option to print the pre-validation offer if he/she would like to think about the product information. If the client would like to continue, please click on the Next button. 17

18 The following screen will appear Figure 15: Supporting documents confirmation Select that you have read and fully understand the rules detailed on this screen, then Click Ok to proceed to the next screen 8. Income Capture Options for Affordability Assessment The following screen will display. The processes that follow describes the steps you need to take when you have selected Permanent or Contractor on the client s employment status. 8.1 Option 1 Payslips Figure 16: Income Capture Options 18

19 There are two Income Capture options available to a client that is employed on a permanent or contractual basis from an affordability documentation submission perspective. The purpose of capturing this information is also to comply with NCA requirements relating to the verification of the client s gross income. Option 1: Client submits latest 3 Original Payslips The client must supply his/her latest 3 payslips; Capture the Basic Salary exactly as it appears on the payslip for Payslip #1, Payslip #2 and Payslip #3; Capture the Gross Salary exactly as it appears on the payslip for Payslip #1, Payslip #2 and Payslip #3; Capture the Net Salary exactly as it appears on the payslip for Payslip #1, Payslip #2 and Payslip #3; Capture the Payslip Date exactly as it appears on the payslip for Payslip #1, Payslip #2 and Payslip #3; Option 2: Client submits1 payslip and bank statements reflecting latest 3 salary deposits The client must supply his/her latest payslip and his/her bank statement reflecting his/her latest 3 salary deposits; Capture the Basic Salary of the payslip exactly as it appears on the payslip; Capture the Gross Salary of the payslip exactly as it appears on the payslip; Capture the Net Salary of the payslip exactly as it appears on the payslip; Capture the Tax amount exactly as it appears on the payslip; o If no tax appears on the payslip please leave the field blank; Capture the UIF amount exactly as it appears on the payslip; o If no UIF appears on the payslip please leave the field blank; Capture the total deductions exactly as it appears on the payslip; Enter the Payslip Date in the fields provided below; Capture the deposits as per the statement and select the deposit date in the field provided. 19

20 8.2 Option 2 - Payslips plus Bank Statements Figure 17: Affordability Options Click on Save to save the affordability information or click Next to continue to the next page. NOTE: Please note that depending on what Status you have selected on the Employment section of the pre-validation check page, some statuses will have specific supporting documentation requirements. 9. Income Capture Options for Affordability Assessment for Self- Employed Clients The following processes describes the steps you need to follow when you have selected Self-Employed on the client s employment status. NOTE: Should the client be Self-Employed but does receive a payslip, please select Yes on Do you receive a payslip then follow the Permanent/Contractor process as described previously. Please note that for Self-Employed clients payslips are NOT always applicable as an option. Always Click No on the question Do you receive a payslip then proceed to capture the details as indicated below. Figure 18: Income capture Option for Self-Employed Clients 20

21 The client must supply his/her latest 3 months bank statements; Check the bank statement for all the income amounts deposited for that month that relate to the client s income from self-employment. The oldest month s deposits must be added together and entered into as Deposit 1, and so forth, for each month period. Add all the amounts indicated as income deposits together, for each month, and enter the total as the Deposit amount for that month, e.g. June (Deposit 1), July (Deposit 2) and August (Deposit 3). 10. Expense Details The following screen focuses on the client s monthly expenses. Please answer the question below, regarding Living Expenses, as instructed. Figure 19: Expense Details 21

22 Note that the living expense field cannot be 0. When completing this field, you must add together all the expenditure amounts that the client verbally indicates that they spend on average during a month as living expenses. These includes accommodation, transport, food, education, medical and water/lights. If the No option is selected please click on Next to continue capturing. Figure 20: Living expenses This question in the fields below are compulsory as these are prescribed requirements of the NCA. If you select yes a pop up box will appear, please enter the amount that the client has indicated he/she is paying for these expenses in the field provided. Ask the following questions to the client. Figure 21: Maintenance Obligations The Commitments table below (Fig. 22) displays all the clients current commitments on record at the credit bureaux. This information must be confirmed with the client in case they are not correct, i.e. some may be out of date as they have been settled. If the client disputes any of these items the client must be referred to the relevant institution listed below to obtain a clearance letter. The screen below shows a commitment of an old account (African Bank) from the bureaux Figure 22: Commitments 22

23 Figure 23: Other Expenses If the client has any additional living expense that need to be taken into consideration, please select the Yes option in Other Expenses (Fig 23). When the Yes option is selected, two additional fields will appear as illustrated below. Capture the description of the expense and the amount. Figure 24: Other Expenses 23

24 11. Payslips Deductions Please note that you will need to tick the appropriate answer. Remember: this particular section is asking if the items on the left (in Fig below) i.e. Vodacom SP of R238 appears on the payslip. If you tick Yes and it doesn t, then the clients loan application might be at risk of a higher loan amount or possible rejection, when the application goes to Real People Head Office for the vetting process. Confirm if the accounts on the credit bureau (listed below) also appear on the client s payslip(s). If they do please tick Yes, if not, please tick No. Figure 25: Payslips Deductions Click Next to continue. 24

25 NOTE: The client is rejected at this stage if they failed affordability assessment. The following screen is displayed. Figure 26: Affordability Assessment Report Click on Affordability Assessment Report Check to ensure that all amounts have been captured correctly Click Yes if you need to re-enter the amounts due to an error when capturing. Click No if there was no error in the amounts captured. 12. Product Builder The following screen appears after clicking on Next from Fig25 above. Figure 27: Product Builder Screen 25

26 Based on the Project Amount entered, the system will generate the different options that are available to that client as indicated in the screen below. Figure 28: Product Builder The product builder will display the following amounts and information The term of the loan The loan amount The interest rate The instalment on that loan amount Select the Initiation Fee tab will display the following information. Figure 29: Initiation Fee Ask the client if they would like to pay the contract Initiation Fee upfront or included with the instalments. Select Choose to defer if the client wants this paid with the contract instalments Select Choose to pay up-front if the client wants to pay the initiation fee upfront. The instalment amount will vary depending on which of the two options you have selected. (NOTE: The total instalment that you see includes the initiation fee even though there is no option selected. This will change if you then select Choose to pay up-front.) 26

27 Select the Credit life Tab to display the following information. Figure 30: Credit Life option Click on What is Credit Life to get more information on the product. Click on Let RP handle my Credit Life or they want to bring their own. Please note that the total amounts will change based on what option you have selected on this page. If the client wants to bring their own credit life cover, Click on I ll use my own insurer Ask if the client wants an additional disability cover Click Next NOTE: The total instalment will change based on the option that the client wanted. The information on this screen will show you a different instalment amount if the client chose to bring their own cover. 27

28 Figure 32: Product Builder This is the important information to note for a client that wants to bring his or her own insurance. The client needs to submit proof of such cover before the application can be processed. 28

29 Figure 33: Product Builder Click on Next Figure 34: Product Builder Read ALL the Terms and conditions to the client. 29

30 Figure 35: Product Builder The Ok button will only be active once you have read ALL the terms and conditions Click to confirm that you have explained the terms and conditions to the client Click Ok 30

31 The Initial Drawdown Figure 36: Initial drawdown Choose the amount that you need to begin with the building project Choose the amount that you need to pay for labour. Click Next Figure 37: OTP Reminder 31

32 Figure 38: Customer Contact Complete all the required information Click Find Address Figure 39: Physical address search Enter your search criteria Click on Search 32

33 Figure 40: Physical Address Select the correct address Click on Search 13.1 Customer Employment Contact The following details are required so that RPHF can confirm the client s employment or get a hold of the client s employer: Figure 41: Customer Employment Contact Enter the supervisor/manager s name and surname, if you do not have the surname the first name is acceptable. Enter the phone number of the employer. 33

34 13.2 Customer Banking Select the correct bank from the options in the drop down box. If there is a universal branch code allocated to a specific bank please do not click on Find Branch. The system will automatically find the correct branch code and the branch name. Note: The client s account number has been removed in this example to protect their privacy. Figure 42: Customer Banking Enter the client s bank account number. Re-enter the client s bank account number, the system will do a verification that the number entered in first matches that with the second number entered. Select the account type. The account holder name cannot be changed. Enter the Date account opened. Click on Next to continue to the next page. 34

35 13.3 Customer Reference Customer references are people that know the client, which RPHF can contact if RPHF cannot get hold of the client. Figure 43: Customer Reference From the Relationship drop down list select the appropriate relationship between the client and their reference. Type the references first name in the field provided. Type the references surname in the field provided. Type the references occupation in the field provided. Enter either the work number or other number. Click the Next button to continue to the next page. 35

36 13.4 Customer NCR Information It is important to ask for the following information from the client because it is a requirement from the NCR Figure 44: Customer NCR Information Can we contact the client for further marketing promotions? When we can contact the client? The client s preferred communication type? The client s preferred communication language? The client s demographic information? The client s home language? 36

37 13.5 Customer Marketing information This information is important to RPHF. RPHF would like to know what type of building activity the client is busy with, as well as the stage that such building activity has reached. This will give the RPHF the ability to create new and innovative products for their clients. Figure 45: Customer Marketing Information NOTE: If the client has any social media handles please enter these in the respective fields. A handle refers to the customer s username when they log into their social media platform, e.g. Facebook username. 37

38 13.6 Product Pricing This page gives the client an overview of the loan product that they have selected. Please go through this product pricing page with the client and ensure that the client fully understands and appreciates his/her risks, costs and obligations in terms of the credit agreement that they are entering with RPHF. Figure 46: Product Pricing and Summary Click on the Finish button A pop up box will appear, asking if you are sure that you want to finish the application. If you are certain that all the inserted information is correct click on Yes, alternatively click on No if you need to make changes. Once you click on Yes you cannot thereafter go back to make any changes. Figure 47: Confirmation screen 38

39 13.7 Application Documents The system lists the required documents for this particular application. Under the Required Documents heading, please ensure that you have these document completed and signed before uploading. Figure 49: Application Documents To print the forms that appear under the Download Forms section, click on each Form to download. The forms will be downloaded in pdf. Format and should appear at the bottom left side of your screen. NOTE: The Initial Drawdown Letter will only appear for clients who selected the Flexibuild option. Once the client has signed ALL the relevant sections of the application pack: o o the documents to applications@rphf.co.za or Upload the documents via ORCA s document manager. (Always use this option to avoid resubmissions.) Make sure the Place and Date on the signature page have been completed before ing or scanning the Application for Credit. 39

40 13.8 Quotation and Loan Agreement Form Below is the illustration of the form that you need to print and explain the Loan Schedule to the client. Ensure that the client is fully aware and understands all the applicable amounts in this section. Figure 50: Quotation and Loan agreement form Once done, ensure that the following fields are signed: Your Signature this is where the client must sign Witness Signature this is where a witness must sign (Must be someone else either than the client or CC/BDO) Real People Representative this is where the CC/BDO must sign Ensure that the client also gets a signed copy. Ensure that the other copy is safely kept until submitted to RPHF 40

41 13.9 Uploading Documents Once the documents have been signed, click on Upload Now Figure 51: Document upload screen Once you click on the Upload Documents icon, the following grid will appear. 41

42 The grid lists the documents that need to be uploaded as well as the status for each document type. Count refers to the number of pages for that particular document type. Figure 52: Uploading Documents BEST PRACTICE: Please create a folder on your desktop and name it after the customer. Scan all your documents and save the documents to this folder. Click on the Upload button of the first document type i.e. Affordability Report. Click on Add Files. Find the folder that you created on your desktop and click. Select the document to be uploaded. Click on open. Click on Start Upload. The system will now begin uploading the relevant document onto the Uploader. Figure 53: Uploader Once completed, the system will change the status from Outstanding to Submitted. 42

43 Please ensure that you have uploaded all the required documents. When you have completed uploading all required documents, Figure 54: Upload Documents Click on the Submit button. NOTE: The Submit button will only become active once the documents have been uploaded. For Information/Data Security purposes you are obliged to delete the desktop folder, with the client s documentation in, once you are certain same have been successfully uploaded and submitted. There are severe consequences if such information falls into unauthorized hands. 43

44 13. Counter Offer Counter Offer is an option given to the client that may qualify for less or more than what was originally offered. The following process describes the flow of a customer that accepted the Counter Offer and you need to dispatch goods. Select Current Applications Figure 55: Product Pricing and Summary The following screen will appear. Figure 56: Current Applications view Ready to Dispatch You need to click on the Dispatch button to finalize the application and release the goods. Then the status would change to Activating 44

45 Figure 57: Application Summary Click on Dispatch Click on Cancel Application if the client chooses not to proceed with the application anymore. The following will be displayed Activating this status indicates that a contract is being created for the application. Click on Flexibuild Advances tab 45

46 The following screen will be displayed. Select the application Click Select NOTE: If an application is on Activating Status, the application cannot be amended in that status. You need to wait for the application to move to Flexibuild Advances tab. The following message will be displayed if Ready to Dispatch is clicked. The following screen will be displayed 46

47 13.1 Quotation and Loan Agreement Form Below is the illustration of the form that you need to print and explain the Loan Schedule to the client. Ensure that the client is fully aware and understands all the applicable amounts in this section. Figure 60: Product Pricing and Summary Once done, ensure that the following fields are signed: Your Signature this is where the client must sign Witness Signature this is where a witness must sign (Must be someone else either than the client or CC/BDO) Real People Representative this is where the CC/BDO must sign Ensure that the client also gets a signed copy. Ensure that the other copy is safely kept until submitted to RPHF 47

48 14. Application Feedback Communication on provisional, final approval, resubmission and rejected applications will be sent to you via the notifications tool on ORCA. Figure 61: Notification Click on the Notifications icon Click on select and read the notification Resubmission This means that the application, which was scanned in, did not conform to certain business rules or application rules and now requires additional information. The resubmission will clearly state what is outstanding. Figure 62: Resubmission - Request for documentation 48

49 14.2 Rejection A rejection means that the client does not qualify for the loan applied for as a consequence of the application of business rules, applications rules or affordability. The rejection document will clearly state why the client was rejected. Figure 63: Rejection 49

50 15. Current Applications By utilizing the Current Application icon, you can get access to all the applications that you have worked on within the last 30 days. Figure 64: Current applications This is your working basket of applications and it indicates at which stage of the application process any given application is at. It also indicates the date and time that you started working on any such loan application. Current Applications can be used for the following: 1. Access all the applications in progress Continue capturing the application or cancel the application Review counter offers Resubmissions Dispatch Goods 2. Access Flexibuild advances 3. Access all resubmissions 50

51 15.1 Current Applications Statuses Once you click on Utilities the following page will be displayed and can also be compared to a working basket. Figure 65: My customer NOTE: This basket holds all applications worked on in the last 07 days. You will use the utilities function to look up clients and edit their applications. You can also see the expiry days of each application on this screen Searching for an Application When searching for an application, use the Search field You can search by using the client s ID number, Surname, Approval Number or Application ID. To select the client click in the Select box next to Client Id. Enter the clients ID number in the field. Click Select to continue 51

52 The Application Summary page gives a brief description of the client s details and at which stage of the process the application is in will be displayed. Figure 66: Application Summary Click on Continue Application to proceed with the Application. You can also click on Cancel Application if the client doesn t wish to continue with the application. Print the Application Page, Quotation & Loan Agreement by selecting Print Forms. 52

53 15.2 Dispatch Goods This is where the client s application is successful and their building material needs to be dispatched. Select the application as indicated above Click on Select The following screen will be displayed. Figure 67: Application Summary Click on Dispatch Once you have dispatched the goods on ORCA it will trigger payment to your banking account. You will receive a Final Approval message as confirmation of the payment. You may now dispatch the goods to the client. 53

54 Figure 68: Final Approval 15.3 Flexibuild Advances (Drawdown Process) This process is when the client comes back for more money to proceed with their building project. The process is only applicable to Flexibuild product option. Figure 69: Flexibuild Advances To complete the drawdown request: Select the applicable client application Click on Select 54

55 The following screen will be displayed This will display the following details: Current balance Current instalment Remaining term, and The drawdown history Figure 70: Drawdown Account Details Click on Perform Drawdown 55

56 The following screen will be displayed Figure 71: New Drawdown Use the slider to choose the amount that the client is requesting Ensure that the client understands the Instalment Change Click on Request Drawdown The OTP will automatically be sent to the client The following screen will be displayed Figure 72: OTP Validation Ask the client to give you the OTP sent to their phone Enter the OTP Click on Submit 56

57 15.4 Drawdown History This is where you will be able to see the history of all the Drawdowns that the client has requested and were fulfilled. Figure 73: Drawdown History 16. Cancellation of an Application The update on ORCA comes with an automated cancellation process that is now replacing the manual cancellation process. The process outlined below will give you a systematic guide on processing a contract cancellation request using ORCA. The process will follow the steps below Step 1 Click on Current Applications as indicated below. Figure 74: Menu Options 57

58 Step 2 You will be redirected to My customers page. Click on Cancellations. Under cancellations, we have Active cancellation and New cancellation. Figure 74: New Cancellation Step 3 Click on New cancellation to request a contract cancellation Figure 80: New Cancellation Step 4 You can search by typing either the client s Id number, contract number (e.g ) or approval number (e.g. WHL /HFS ) then click on search. Figure 75: New Cancellation 58

59 Step 5 The screen below will appear. The screen displays the merchant details and the client s details. You will be able to see the Max Loan Amount as well as the Material Amount Used. Click on Cancellation Reason drop down option to select the cancellation reason Figure 76: New Contract Cancellation Step 6 Select the reason why the client wants to cancel the contract from the options presented on this drop down. Select other if the client s reason is not part of the options. Figure 77: New Contract Cancellation NOTE: You will need to type in the client s reason if you chose Other Figure 78: New Contract Cancellation 59

60 The following error message will appear if the cancellation reason was not selected. Figure 79: New Contract Cancellation Step 7 Fill in the Cancellation Amount. Download the Cancellation Request Form and complete the form. Figure 80: New Contract Cancellation The Following error message will appear if the cancellation amount is not entered. Figure 81: Contract Cancellation Error Step 8 Upload the completed and signed Cancellation Request form. Should you not be able to upload the document, you can to: cancellations@rpmf.co.za or Fax to: ( ) Figure 82: New Contract Cancellation 60

61 The following error message will appear if the cancellation request has not been completed and attached. Figure 83: Contract Cancellation Error Step 9 For a Full Loan Amount cancellation, please note that you will need to attach only the cancellation form. If it is a Partial Cancellation, you will need to attach the cancellation form with the proof of delivery Figure 84: New Contract Cancellation The following error message will appear if the POD checkbox is ticked but there is no attachment. Ensure that you select Add POD if you have a proof of delivery. Figure 85: Contract Cancellation Error Step 10 Click on Submit Request once you are satisfied that all information is captured correctly. Click on Cancel Request if you do not want to continue with this cancellation request. 61

62 Figure 86: New Contract Cancellation Step 11 Click on Yes to confirm and submit your cancellation request. Figure 87: Confirmation Screen Step 12 The following screen will appear with confirmation that your request has been processed. Click on Ok Figure 88: Contract Cancellation 62

63 16.1 Updating a Cancellation Request Follow the process below to update an existing cancellation request should it be necessary. Step 1 Search for the cancellation that you want to update. Select it from the list the click Select Figure 89: New Contract Cancellation Step 2 Click on Update Request Figure 90: Logged Contract Cancellation 63

64 Step 3 Select the correct file that needs updating Figure 91: Logged Contract Cancellation Step 4 The following confirmation screen will appear once the document has been added successfully. Click on Ok Figure 92: Contract Cancellation Notification 64

65 16.2 Completing the Cancellation Request on ORCA The following process should be followed by the merchant once the cancellation request has been processed and on status Awaiting client confirmation by Real People Home Finance Step 1 Once Real People have completed the Cancellation request, a notification will be send back to the Credit Champion through ORCA. Open Notifications to view all notifications sent to you. Check for the Awaiting cancellation confirmation and click on Select The cancellation confirmation will appear on the message as illustrated below Figure 93: Logged Notifications 65

66 Step 2 Click on Close Request Figure 94: Logged Contract Cancellation 66

67 Step 3 Please type in the reason for Closing this Request In the example below, the reason is Completed Figure 95: Logged Contract Cancellation Step 4 The following confirmation window will appear 67

68 17. Reporting on ORCA Click on the Reports icon on the landing page in ORCA Figure 96: Reports The following reports will be displayed; Figure 97: Merchant Reports o Merchant Status To check the status of the application o Production Report Live and Snap To monitor the production of all clients. o Disbursement Merchant Report To track the total disbursements made o Settlement Letter If the client would like to settle his/her account early. o Client Statement If the client would like a copy of his/her statement. 68

69 You have different choices as to the type of format you want to view the reports in. Choose one of the following choices by selecting it from the drop down arrow provided: 1. HTML; 2. Acrobat (PDF) file; 3. Excel. Click on the Export link to view the reports. Figure 98: Report Format 69

70 18. Incident Log The following process is when you experience any technical problems when using ORCA system. All system technical related queries should be escalated through this process for tracking and reporting purposes. To log an incident on the system, click on Log Incident button as indicated on the screen below. Figure 99: Incident Management Screen NOTE: If you have already logged incidents, you will be able to view the incident by clicking on the incident number. The following screen will pop up. You must indicate whether the incident is client specific or not client specific by clicking Yes or No. Figure 100: Log New Incident 70

71 Select the relevant Incident Type from the drop down options. The following options will be presented when you select No Figure 101: New Incident Log Enter your Merchant Code as the Requested User Enter your address Enter your contact number Enter the description of your incident Select the relevant Incident Type from the drop down options. The following options will be presented when you select Yes Figure 102: Log New Incident 71

72 Select the Incident Type Enter your Merchant Code as the Requested User Enter your Address Enter your Contact Number Enter the Application ID Enter the Approval number Enter the Client ID number Enter the Loan Amount Figure 103: New Incident Log NOTE: These fields are mandatory and to be captured accurately You have an option to attach documents to different incidents whether it is client specific or not client specific. To attach a document, you must tick Include attachment. 72

73 Figure 104: Add Attachment An additional field Add Attachment will pop up. Click on Browse to browse and attach a document. Once done, click on Create Incident now the incident is created and automatically sent to RPHF. You can check the incident status by going back to your active incidents, click on the Incident Number. You can check the incident status by going back to your active incidents, click on the Incident Number. Figure 105: Active Incidents The following screen will be displayed: Figure 106: Active Incidents 73

74 The following screen will be displayed: Figure 107: Adding a message Any response from RPHF will be displayed as an envelope under New Message, click on the incident number Figure 108: Incident Feedback When you click on the incident number messages or comments between you and RPHF will be displayed. **You can log incidents in every screen within the ORCA application process from pre-validation to product pricing. When your incident status shows Awaiting Client Confirmation it means the incident has been resolve and you may close the incident. Figure 109: Response to incident 74

75 The following screen will be displayed: Figure 110: Closing an incident To close the incident tick Yes and click Update Incident The following screen will be displayed The following screen will be displayed: If you are not ready to close the incident tick No The following screen will be displayed: Figure 111: Close Incident Enter the reason for wanting to return the incident to support instead of closing it. 75

76 19. Real People Home Finance Contact Details and Assistance You can contact anyone of the following departments within Real People home Finance for any queries(s) you might have Real Care Call Centre Our Real Care consultants are available to guide you through the application process and answer any questions that you may have. Amongst other things, they will be able to assist with the following: The Application Process Flow Completing and Managing Applications Payments Reports Notification of loan cancellations (both full and partial cancellations) Queries Determining what Vouchers (approval status) mean Contact Real Care team on: Toll Free Number: (caller does not pay for the call) or Fax: / / / Operating Hours Office Hours Real Care Monday Friday 08:00am 17:00pm Saturdays Sundays Public Holidays 08:00am 13:00pm Closed 10:00am 1:00pm IMPORTANT NOTE: Please note that your first point of contact should be to log an Incident through IMS 19.3 Customer Service Call Centre For all after sales queries, clients can call /9. This is a shared call number and it can be used for any account related queries after the loan has been paid out. Clients can also helpdesk@realpeople.co.za to request settlement letter 76

77 20. ORCA NOTIFICATIONS The following are examples of notifications that you may receive through ORCA during an application process. 1. Accepted Up-sale counter offer 2. Normal application with no counter offer 3. Final application approval notification 77

78 4. Accepted Down-sale counter offer with higher draw down amount The down-sale counter offer is now less than the initial draw down of the initial loan amount applied for. The client will then need to go to the store for a revised draw down amount based on the down-sale counter offer. 5. Accepted down-sale counter offer with a lesser draw down amount This notification will be received if there is no difference to the initial draw down amount after a down-sale counter offer. 78