NH Mutual Bancorp
Q2 Lending User Guide
Table of Contents Digitizing our credit policy — Product configuration, creating segments ........................................................................ 2 How does decisioning/routing/pricing work? ................................................................................................................. 17 How does your product ensure clean customer/prospect data—both from bank and external data sources ............. 30 What is the process for initial policy creation? ............................................................................................................... 30 What does the exception process look like?................................................................................................................... 36 How does rolling-out, reviewing, and early tuning of the policy work? ......................................................................... 41 How do we monitor, track, and implement changes related to all aspects (forms, processes, etc.) of the SBA guaranty programs? ........................................................................................................................................................ 43 How does our product work with the bank to monitor and manage the credit policy? ................................................ 44 How are the loans funded? ............................................................................................................................................. 47 What is not automated in your solution? ....................................................................................................................... 46 Describe the transition from application to business deposit account opening? .......................................................... 47 Is your product integrated with JHA Silverlake? Is the account creation fully automated to the core? ....................... 51 What are the processes/tools for monitoring and supporting the customer interaction?............................................ 50 What account funding options do you offer? ................................................................................................................. 50 How do you comply with NACHA’s upcoming web account validation rule for funding purposes? .............................. 50 What marketing capabilities (internal customer base and prospects) are provided by our product to the bank? ....... 51 How do we take the friction out of the customer experience? ...................................................................................... 56 What are marketing and digital user experience best practices? .................................................................................. 56 What is the timing start to finish for the customer to successfully complete a SBL application? Time to open a business deposit account? .............................................................................................................................................. 57 What reporting is given for usage/abandonment rates at each step of the application process? How do we prompt for half-started applications? .......................................................................................................................................... 61 Describe the digital user experience for transitioning across channels (branch, online, mobile, etc.) ......................... 63 How are the channels integrated: for the customer/for the banker? ............................................................................ 66 Describe the ongoing digital experience for the banker/back office. ............................................................................ 72 What training is required in bank channels? How is ongoing support provided? .......................................................... 87 What are the processes/tools for monitoring the portfolio and individual loans? ........................................................ 88
10355 Pecan Park Boulevard | Austin, TX 78729 | Q2.com
