This article applies to agency company admins and case workers
Once a case is created in the system, the Case Details page provides all information related to the case.
Note: The status will be open until updated by the lender, forwarder, or agent.
Available actions to change the status of a case can be found to the right on the case details page:
Note: The 4 action buttons only appear on local cases
On-Hook Case
Close Case
Hold Case
Move To Waiting For Info
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On-Hook Case
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This action marks a case of Repossession Pending - On-Hook, meaning the collateral has been started the repossession process. The agency can quickly initiate the repossession of a case, without having to complete the full Asset Recovery form. On-Hook status prevents the case from being closed by a client or forwarder. This also allows the Repo Agent to arrive at a safe location to proceed to complete the Asset Recovery form and pictures.
Note: Once the asset recovery portion of the process is completed the status changes to repossessed
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Close Case
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This option will close the case. If selected, you will get a pop-up form to complete.
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After completing the form and selecting Close Account, the status will show as closed.
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Re-Open Case
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If a case has been closed, you can choose to Re-Open if necessary.
If selected, you will get a pop-up form to complete.
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After completing the form and selecting Open Account, the status will change to open and the re-open reason will be displayed below the Status and the case number will show an updated version number.
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Hold Case
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Click this option to place a case on hold.
Note: This action will also show the case as ineligible in RCM
Clicking this button requires the following information to be filled
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After completing the form and selecting Hold Account, the status will change to On-Hold.
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Move to Waiting For Info
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Select this option if more information is required before proceeding.
Clicking this button requires the following information to be filled out.
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After completing the form and selecting Open (Wait for info) Account, the status will change to Waiting for info.
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