Views:

LA QC Job Aid

Requesting Access 

To request access to the Dynamics, follow the below steps:
  1. Submit a Service-Now ticket
    1. Enter the users name for which the request is being made in the “Who is this request for?” field
    2. What Application? : Case
    3. What is your role? : App User
    4. Provide a mirror ID to ensure access is properly configured, if one is known
    5. Add additional details as required

Log In

To access the tool, follow the below steps:

  1. Click on Dynamics

  2. Click on Back Office (example below)

  3. On the left-hand dashboard, click on Loss Analysis QCs

Review Queues/Views

Within Dynamics there will be queue views that help to keep work organized. 

QC Scorecards Assigned to Me

Your default queue will always be QC Scorecards Assigned to Me. This view will show any open, incomplete work assigned to the user.

Agents - QC Scorecards My Team is working on 

This view will show what members of your team have in progress. This is helpful when needing to analyze workload and PTO for the team to ensure SLAs are met.

LA Managers - QC Scorecards My Team is working on 

This is a Loss Analysis manager-only view for all work in progress. Here managers will be able to analyze their team’s capacity and assign/reassign work as needed. This will be limited to QCs that are pending Rebuttal or Acknowledgement.

LA QC Rebuttals Pending Review

This is an LA QC Manager-only view for QC cases that have been completed by a QC Agent and have a subsequent rebuttal from the Loss Analysis management team that requires review.

LA QC Scorecards Ready to be Updated to Complete

This is an LA QC Manager-only view for QC cases that have completed all steps, including Acknowledgment from the Loss Analysis management team, and that are ready to be marked complete with a final review.

QC Managers - QC Scorecards My Team is working on 

This is a LA QC manager-only view for all work in progress. Here managers will be able to analyze their team’s capacity and assign/reassign work as needed. This will be limited to QCs that are pending Rebuttal Review or Final QC.

Active Loss Analysis QCs

This view shows all active QCs at every stage.

Inactive Loss Analysis QCs

This view shows all closed, or inactive QCs. It will contain those that completed the entire process and those that auto-closed due to timeline rules built into the system. 

Assign/Reassign a Case

To assign or reassign a case, follow the below steps:
  1. Go to one of the below views:
    • LA Managers – QC Scorecards My Team is working on
    • QC Manager – QC Scorecards My Team is working on
  2. Click to the left of each item that is to be assigned or reassigned.
  3. Click on Assign at the top of the screen.
  4. User the dropdown to select a user to assign the audits to and click on the Assign button.
    Note: Depending on the stage of the QC item, the appropriate team member options will be presented.
  5. Cases will be assigned to that user, and they will be able to access them from their QC Scorecards Assigned to me view.
    Notes:
    • Only Managers should assign or reassign work with this process. Agents will not be able to.
    • Other views may have the assign option available however listed in this job aid is those that would be most frequently used.

Review a Scorecard

Initial QC by QC Agent

To review an LA QC Scorecard for initial QC review, follow the below steps:
  1. Navigate to the QC Scorecards Assigned to Me queue.
  2. Double click on the LA QC Scorecard ID that is to be worked.
    Note: The LA QC Scorecard ID is a Dynamics generated ID for the work item and is non-editable.
  3. Review the QC Summary tab for key information related to the loan being reviewed.
    • Note the important information in the upper right corner including Loan Num, Status, Owner, and Created On date.
    • Fields that are not editable due to role will have a lock symbol next to them.
    • See below sections for Timeline and Attachment widget functionality.
  4. Click on the Questionnaire tab to review the QC questions pertaining to this loan’s review.
  5. Select the appropriate option within the Response column for each question.
  6. Add comments to the Comment column.
  7. Click on Save and Submit.

Rebuttal by LA Manager

To review an LA QC Scorecard for Rebuttal, follow the below steps:

  1. Navigate to the QC Scorecards Assigned to Me queue.
  2. Double click on the LA QC Scorecard ID that is to be worked.
  3. Review the QC Summary tab for key information related to the loan being reviewed.
    • Note the important information in the upper right corner including Loan Num, Status, Owner, and Created On date.
    • Fields that are not editable due to role will have a lock symbol next to them.
  4. Click on the Questionnaire tab to review the QC questions and QC Agent’s responses pertaining to this loan’s review.
  5. Select the appropriate option within the Response column for each failed test question.
  6. Add comments to the Comment column. Comments are mandatory for all the failed test questions.
  7. Click on Save and Submit.


See below sections for Timeline and Attachment widget functionality.

Rebuttal Review by LA QC Manager

To review an LA QC Scorecard for Rebuttal review, follow the below steps:

  1. Navigate to the QC Scorecards Assigned to Me queue.
  2. Double click on the LA QC Scorecard ID that is to be worked.
  3. Review the QC Summary tab for key information related to the loan being reviewed.
    • Note the important information in the upper right corner including Loan Num, Status, Owner, and Created On date.
    • Fields that are not editable due to role will have a lock symbol next to them.
  4. Click on the Questionnaire tab to review the QC questions and QC Agent’s responses, LA Manager’s responses for the failed test questions.
  5. Select the appropriate option within the Response column for each question.
  6. Add comments to the Comment column. Comments are mandatory for all the failed test questions.
  7. Click on Save and Submit.
  8. See below sections for Timeline and Attachment widget functionality.

Acknowledgement by LA Manager 

To acknowledge an LA QC Scorecard, follow the below steps:

  1. Navigate to the QC Scorecards Assigned to Me queue.
  2. Double click on the LA QC Scorecard ID that is to be worked.
  3. Review the QC Summary tab for key information related to the loan being reviewed.
    • Note the important information in the upper right corner including Loan Num, Status, Owner, and Created On date.
    • Fields that are not editable due to role will have a lock symbol next to them.
  4. Click on the Questionnaire tab to review the QC questions and QC Agent’s responses, LA Manager’s responses, and LA QC Manager’s responses for the failed test questions. 
  5. Check the ‘acknowledge’ option within the QC Summary tab.
  6. Add comments with supporting documents in the timeline notes section if required.
  7. Click on Submit.
  8. See below sections for Timeline and Attachment widget functionality.

Marked Complete by LA QC Manager

To mark an LA QC Scorecard as complete, follow the below steps:

  1. Navigate to the QC Scorecards Assigned to Me queue.
  2. Double click on the LA QC Scorecard ID that is to be worked.
  3. Review the QC Summary tab for key information related to the loan being reviewed.
    • Note the important information in the upper right corner including Loan Num, Status, Owner, and Created On date.
    • Fields that are not editable due to role will have a lock symbol next to them.
    • Acknowledgement checkbox should have been checked by the LA Manager.
  4. Check for any comments in the timeline notes section by the LA Manager after acknowledgement.
  5. Click on the Questionnaire tab to review the QC questions and edit the QC Manager’s response for any of the failed test questions if required.
  6. Click on save.
  7. Mark the QC Status from ‘Final QC’ to ‘QC Complete’ in the QC summary tab
  8. Click on Submit.

See below sections for Timeline and Attachment widget functionality.

Timeline Widget

The Timeline feature shown on the right side of the screen within the QC Summary tab allows you to make notes relevant to the overall QC. Notes are date and time stamped and include who made them, in the event follow up with another associate is necessary. Users can also search within the timeline notes to locate key information as well as attach documents.

  1. Click on Enter a note.
    1. Add a Title.
    2. Add content of the Note.
    3. Click Add note or hit the Enter key.
      1. Click Cancel to not post the comment.

Attachment Widget

The LA QC process allows for document attachment within the QC Summary tab. You can either drag and drop attachments into the case in the Upload File section or click on Upload and locate the document within your files. Dynamics requires Category and Sub-Category classification for any attached file.

Keywords: LA QC Review Scorecard LA Manager QC Manager Loss Analysis QC Rebuttal Timeline Widget Attachment WIdget QC