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Financial Services Configuration Overview - Loan Management
Financial Services Configuration Overview - Loan Management

Recommended platform setup to communicate throughout the loan process

Updated over a year ago

Use Medallia Concierge to cut down on enrollment time, ensure accuracy, automatically direct customers to correct departments, gather personal information, and follow up on financial approvals.

Below is our recommended configuration to help you communication throughout the loan process.

KEY INTERACTIONS to think about:

  • Welcome - first customer interaction

  • During the process - while waiting for approval or taxes

  • Check or document is ready

  • After process - check-in on receipt/status update

  • Payment due dates/receipt of money to bank account

TEMPLATES to create to quickly answer FAQs:

  • Location hours

  • Directions to office

  • Asking for specific information (last 4 of SSN)

  • Letting customers know loan is ready (1st check and 2nd check)

  • Loan Approval/Declined

  • Thank you

SEGMENTS to setup to help target your communication:

  • Segment by requested department (loans, taxes, new customers)

  • Segment by payment due dates

TAGS that can be temporarily applied to individual contacts:

  • Approved

  • Waiting on specific documents

  • Denied

ZINGS to create to help automate your communication and processes:

  • Registration Zing to collect key information (last 4 of social, etc)

  • Keyword Zings for each department/need

  • Payment reminder Zing

Want to see a step by step walkthrough of this and other Financial Services use cases? We've got you covered, check out the video section of our knowledge base for our in depth video tutorials.

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