MSI MG - PDL Management Suite
Operations Screenshots
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Fig. 1 – Investor Partition Overview & Date Range Selection
The Partition Overview provides a general insight over a particular investment converted into customer loans. The
top bar [1] contains date range and partition selection. Loan List [2] shows all the loans that were generated in
selected period and within selected partition. Result Summary [3] presents overall performance, and the Lead
Breakdown [4] groups all the leads which were used to originate those selected loans into four groups: Profitable,
Neutral, Ghost (First Time Default with no collection) and Return (loans with last ACH request returned).
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Fig. 2 – Smart Search
Since the Overview is used by the Customer Service agents, it provides a Smart Search window [1], to easily find
the customer with whom the Agent is interacting. Our system will look for customers and loans having the search
term as one of their properties (Name, Address, Employer, Loan No., etc.). As you can see, the Result Summary
section [2] would always show statistics representing the actual search results, which makes it a very useful
statistical tool.
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Fig. 3 – Loan Details
Every loan in the Mg system has all its information stored centrally. Once a Loan Details view is brought up, you
can review the general data of this loan [1], as well as the loan account statement [2] (all the charges and credits
made to the loan account, similar to a credit card statement), and the ACH log [3], which lists all the banking
operations performed on this loan – as well as their current status.
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Fig. 4 – Customer Information
Similar to Loan Details, Mg can easily display all the data stored on file of a particular customer [1]. This includes
information coming from the original lead, as well as CSR questionnaire, basic contact information, agents notes,
street view, etc.
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Fig. 5 – E-SIG Procedure
The first step of customer verification is getting them to sign an electronic loan agreement (E-Sig). A designated
agent can easily get in touch with that potential customer, using integrated voip controls [1]. Depending on lead
campaign, It is also possible for the lead to be automatically assigned to an agent by the predictive dialer. The
customer can easily review and sign the agreement using a personalized URL [2], which can be easily e-mail to
them by an agent. During each step of the verification, agents can leave personal notes related to a particular lead,
which will be available for their colleagues later on in the process.
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Fig. 6 – CSR – Bank Statement Underwriting
A major step in the CSR process is the bank statement review. Customer can access our web account access utility
using the same URL they used earlier on for E-Signature. Once completed, it provides the underwriting agent with
customer’s account overview [2], as well as detailed statement. This allows our agents to easily confirm customer’s
declared income and other commitments. Once the agent selects lead’s wage direct debits, Mg will automatically
calculate the loan amount, for which this particular customer can be approved. It is then down to the customer to
either accept or reject this offer.
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Fig. 7 – Manager Review
The final step of CSR procedure is the manual review by the floor manager on duty. Manager will see all the steps
performed by an agent, who authorized the loan, as well as some extra Lead Information [1] and the signed
Electronic Agreement [2]. Manager can also listen to all the phone conversations [3] made with this customer by
any of the agents who participated in the procedure. Finally, manager can either reject the loan, or approve it and
send it directly to funding.
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Fig. 8 – NSF Call
One of the procedures handled by Collections department is an NSF call. It is triggered by a returned ACH request,
and put by our integrated dialer to the top of call queue, to make sure it’s always handled with utmost priority. An
agent performing the NSF procedure will immediately see the ACH request that was rejected [1]. Since the most
popular reason for NSFs is changing of the bank account by the customer, Mg provides an easy way for agents to
update that information [2]. They can also make individual arrangements with customers [3], in order to convince
them to sort out their outstanding debt.
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Fig. 9 – CC Terminal
Another unique tool available for Mg collections agents is the integrated Credit Card terminal. Once entered into
the system, Mg will save CC details for future use [1]. This includes recurring arrangements, as well as individual
charges authorized by agents with customer on the phone. This feature is accessible from all types of Operation
Calls - in this case it is presented as part of a Courtesy Call [2].
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