Review and decide on loan applications in Adjudication

Work the Adjudication queue. Claim applications, review risk scores and loan details, then approve, decline, or request more information.

The Adjudication queue is where loan applications are reviewed and decided. As an Adjudicator, you claim a submitted application, review its risk assessment and financials, and record a decision. Claiming an application assigns it to you and moves it to ADJUDICATION. No other Adjudicator can claim it while you hold it.

What you need

You need the Adjudicator role, which carries the loans.adjudicate capability. If you can reach the queue but the Claim button is missing, ask your Administrator to confirm your role assignment.

Processing an application

1. Open the Adjudication queue

   Open Adjudication under the Review queue group in the sidebar. The default Active tab shows applications in SUBMITTED, ADJUDICATION, and INFO_REQUESTED status, so files returned for more information appear here too. Use the All / My queue / Unassigned tabs to filter to work you own or work nobody has claimed. A separate Active / Completed toggle switches to decided files (APPROVED, DECLINED, CANCELLED), and branch and loan-type filters narrow the list further.

2. Claim the application

   Click any row to open the application, then click Claim. The status moves from SUBMITTED to ADJUDICATION and the file is assigned to you. Once you claim it, no other Adjudicator can claim it.

3. Review the full application

   Read every section before you decide:

   • Applicant details. Name, contact information, and branch.
   • Employment and income. Employer, tenure, monthly earnings.
   • Statement of affairs. Assets, liabilities, and existing debt obligations.
   • Collateral. For secured loans, the collateral type, estimated value, and attached supporting documents.
   • Risk band and score. The auto-calculated risk band (R1 through R5) and the underlying score from the risk engine. Lower bands mean lower risk.
   • Rate and monthly payment. The auto-calculated interest rate and estimated monthly repayment for the chosen product.
4. Record your decision

   Pick one of the three outcomes in the decision panel on the right, enter your rationale, and click Record decision.

Decision outcomes

There are three outcomes: APPROVED, DECLINED, and INFO_REQUESTED. Every outcome requires a rationale of at least 20 characters, which is written to the audit record.

Approve

Select Approve when the application meets your credit union’s lending criteria and the risk band is within the acceptable range for the product.

• Enter a rationale of at least 20 characters.
• Optionally use the Route Securities review to picker to hand the file to a specific person on the Securities team. Leave it blank to drop the file into the Securities queue for anyone to claim.
• Click Record decision.

After approval, the loan always moves to Securities first, and the routing differs by loan type:

• Secured loans (Auto, Mortgage, Cash-Secured) go to the Securities queue for collateral review.
• Unsecured loans have no collateral, so they pass through Securities and are auto-skipped to the Disbursement queue in the same step.

Decline

Select Decline when the application does not meet lending criteria and there is no path forward on this file.

Declining is terminal. Once declined, the application is permanently closed and the file cannot be reopened. If the member wants to reapply, they submit a brand-new application.

• Enter a rationale of at least 20 characters explaining why the loan was declined.
• Click Record decision. Confirm in the dialog that appears.

After declining, the loan moves to DECLINED status and leaves all active queues. The Credit Officer is notified. If member emails are enabled for the platform (the ILOAN_MEMBER_EMAILS_ENABLED environment setting, off by default), the member receives the declined-decision email with the rationale.

Request more information

Select Request more information when you need the Credit Officer to provide or correct something before you can decide. This keeps the same application open instead of forcing a new submission, so it’s the right call when the file has a fixable issue.

• Enter a rationale of at least 20 characters.
• Enter at least one condition describing exactly what is needed, one item per line. The Credit Officer sees these directly.
• Click Record decision.

The application moves to INFO_REQUESTED status and returns to the Credit Officer’s workload. The officer does not resubmit straight from there: the file first goes back to DRAFT so they can edit it, then they submit it again, which sends it to Adjudication as SUBMITTED.

A rationale of at least 20 characters is required for every decision. INFO_REQUESTED also requires at least one condition. Be specific. Vague notes slow down the resubmission cycle.

The INFO_REQUESTED cycle

When a Credit Officer receives an INFO_REQUESTED application, they update the relevant sections and resubmit. On resubmission:

1. The risk engine re-runs against the updated form data and produces a new risk assessment.
2. The application returns to the Adjudication queue with SUBMITTED status.
3. Any Adjudicator, including you, can claim and decide it again.

You may see the same application more than once if multiple rounds of information exchange are needed. The full decision history stays visible on the application, so you can see what was previously requested and what changed.

Risk band override

If the risk band exceeds the policy ceiling for the product, an Override required panel appears on the Approve path. The panel shows whenever the band is out of range, regardless of what your role can do. It reads Risk band <band> exceeds the policy ceiling for <loan type> loans and asks for a separate override rationale of at least 20 characters before the decision can be recorded. The loans.override capability controls whether you can complete the override, not whether the panel appears.

Three things must all hold for an override to go through: you hold loans.override, your credit union’s creditManagerOverrideEnabled flag (a setting on TenantWorkflowOverride) is on, and your override rationale is at least 20 characters. That flag is a workspace-level configuration setting, not something a screen in the product toggles. If any of the three is missing, the platform refuses the approval, records the exact reason against the audit trail (a failed-decision event), and leaves the application’s status unchanged so you can correct and retry.

By default loans.override belongs to the Credit Manager role, not the standard Adjudicator role. A plain Adjudicator who lacks loans.override still sees the Override required panel when the band is out of range, but with a message that their role does not include the override capability: Contact your Credit Manager to approve, or decline this application. The platform refuses the approval if they try to record it. Decline the file, or use Request more information to ask the Credit Officer to reassess eligibility.

Adjudication dashboard

The Adjudication dashboard lives under the Dashboards group in the sidebar (Dashboards → Adjudication). It shows four tiles plus a throughput sparkline: Pending decision (the count of files in SUBMITTED, ADJUDICATION, or INFO_REQUESTED, mirroring the queue’s Active tab), Approved this week and Declined this week (raw counts over the last 7 days), Avg time to decision (submission-to-decision hours over the last 7 days), and a Decisions per day sparkline over the last 14 days. The tiles are counts, not percentages. Reaching the dashboard needs loans.adjudicate or reports.view.

Claim applications one at a time. Claiming assigns the file exclusively to you, so claiming several at once and then stepping away delays every other application. Work one file through to a decision before picking up the next.