How to Action Callbacks for Lifecycle Modules

Lifecycle client callback requests

Callback requests are generated based on the plan (or module) activated for your firm. 

If you have activated three Lifecycle modules, these perform a mortgage health check on your clients' portfolios. Checks happen every 90 days and your client will receive a summary. 

When callback requests are generated

Customers receive updates and alerts relevant to their deal. These encourage your customers to contact you to explore their options. They receive an email on your behalf, sent automatically that relates to: 

• Mortgage product rate checks*We compare your customer's existing deals against daily mortgage rates. When a potential saving opportunity is found, your customer receives an alert they may be eligible to switch. 
• Interest rate checks*Customers also receive alerts about changes to the base rate if it impacts their payments. 
• Property value checks - linked to new LTV band*Alerts are sent when estimated property valuations increase enough to impact LTV (and eligibility for new products)
• End of the initial term Alerts start being sent six months from a product expiring. 

When a customer requests a call, we send an email letting you know. Depending on your configuration, the email either goes to an assigned adviser or a shared mailbox.

This email says who requested the call – and the reason for the call. This email will always be your trigger to login and check your dashboard.

What you see in your list

The list may look different for your firm – it depends on the modules your firm activates. If your firm has all four modules activated, calls are shown with a tag explaining the reason.

The example below shows a firm without the end-of-term module enabled. 

When logged in you will default to the Lifecycle call list (dependent on your permissions). Here you can see which type of call requests are awaiting action,

Click “View details” for the information you need when calling the client.

You’ll be prompted to mark the outcome of the call, which starts by asking “Did you speak to the client". 

The full flow is included below (view larger version):

Looking for how to action end-of-term call requests? You can find that here via Quick select.