Submit a credit card loan application

Use this submission flow to register and submit customer requests for credit card loans. This flow supports unsecured lending and guides CSR managers through all required stages, from application initiation and customer identification to underwriting, signing, disbursement, and settlement.

Create a credit card loan application

A credit card loan application can be created either automatically during a customer consultation or manually, depending on the CSR workflow.

• Automatic creation during consultation — when working with a customer in the "Consultation center" sidebar, the credit card loan application is generated automatically as part of the consultation flow.
• Manual creation — a CSR can create a credit card loan application directly from the Applications section, CSR homepage, or CSR desktop without starting a consultation.

Create an application automatically

1. Open the "Consultation center" sidebar.
2. Search for the customer using identity, phone, or financial data.
3. Start a consultation session.
4. Select the theme. For this example select "Loan opening" → "Credit cards & lines" theme group → "Credit card" theme.
5. Verify the customer identification data, including available identification documents and identification history.
6. Click Confirm to complete identification or Reject to specify the rejection reason if identification fails.

As a result, if the identification is confirmed, Creatio automatically starts the credit card loan application and opens it at the "Customer details" stage. Part of the data on this page is populated automatically based on the customer identification results. If the identification is rejected, the application process does not start.

Create an application manually

1. Open the Applications section.

2. Click New.

3. Fill out the mini page:

   Field name	Field value
   Contact	Select the customer.
   Product category	Select product category. For this example, select "Credit cards & lines of credit."
   Product type	Select product type. For this example, select "Credit cards."
   Product	Select the required credit card product.
   Source	Select the application source. For example, "Personal visit."
   Branch	Select the branch where the application is registered.

4. Click Save.

As a result, Creatio automatically starts the credit card loan application and opens it at the "Customer details" stage. Part of the data on this page is populated automatically.

Process a credit card loan application

1. Customer details stage

At this stage, the CSR completes the customer's personal, contact, address, and employment information using multiple field groups on the Customer details tab of the Application submission page. Most of these field groups are required and must be completed to proceed to the next application stage.

Add identity documents

The Identity documents expanded list contains documents used to identify the applicant.

note

At least one active identity document is required to proceed to the next stage.

If the customer was identified during the consultation, identity documents are created automatically and linked to the application. Otherwise, add the documents manually. To do this:

1. Click in the Identity documents expanded list to add a new document.
2. Select the document class (for example, "Passport," "Driver's license," "ID card," "Residence permit"). This opens the document mini page.
3. Fill out the document properties. The available document properties depend on the selected document class.
4. Upload the attachment. The attachment is a scanned copy or electronic image of the identity document that confirms the provided information.
5. Click Save.

Enter personal and contact data

This field group contains the applicant's core personal and communication information.

When the application is started from a consultation, the following data is populated automatically based on customer identification results and profile data:

• Identity documents — created automatically and linked to the application if the customer was identified during the consultation.
• Personal data (first name, last name, SSN, birth date, citizenship, gender, birthplace) — populated from customer identification results.
• Communication options (phone numbers and email addresses) — populated from the customer profile, if available.

Otherwise, enter the data manually.

Enter address and employment data

These field groups contain the applicant's residence, registration, mailing, and employment information.

When the application is started from a consultation, the following data is populated automatically based on customer identification results and profile data:

• Residence address — populated from the customer profile, if available.
• Registration address and mailing address — populated automatically from the residence address when the Same as primary address checkbox is selected. If the addresses differ, clear the checkbox and enter the addresses manually.
• Primary place of employment and employment address — populated from the customer profile, if available.

Otherwise, enter the data manually.

To move to the next stage:

1. Review the automatically populated fields and update them if required.
2. Fill out Residence address if it is not available in the customer profile.
3. Clear the Same as primary address checkbox and fill out the Registration address and Mailing address if they differ from the residence address.
4. Verify contact details with the customer.
5. Click Next stage.

As a result, Creatio validates the entered data and moves the application to the "Product details" stage.

2. Product details stage

At this stage, the CSR specifies product-related information, including application parameters and required documents, using the Product details tab of the Application submission page. Creatio sets the Product category to "Credit cards & lines of credit" and the Product type to "Credit cards" automatically.

Select the product

If a product was specified when creating the application manually, the Product field is populated automatically. Otherwise, select the product at this stage.

After the product is selected, Creatio pulls application parameters and required documents from the active product condition. Each product can contain its own set of parameters and required documents, which the system generates automatically.

Fill out application parameters

Use the Application parameters field group to specify the required product parameters.

Depending on the selected product, these parameters may include:

• Credit limit
• Introductory APR period, months
• Balance transfer fee, %
• Cash advance APR, %
• Annual fee
• Grace period, days
• Purchase APR, %
• Issue credit card
• Type of rewards program
• Card categories
• PayPass / PayWave enabled
• Multicurrency enabled
• Payment system
• Currency

If the Issue credit card parameter is set to "Yes," Creatio creates a credit card record at the "Disbursement" stage. The card is linked to the loan account and contains the specified parameters.

note

Parameters that are prefilled in the product configuration are not editable.

Upload required documents

In the Required documents expanded list, generate and upload all documents required for the selected product.

To do this:

1. Click Generate to create the list of required documents.

2. Review the generated documents:

   • If an active document of the required class already exists for the contact, it is linked automatically and its status is set to "Active."
   • If no document exists, the document is created with the "Not uploaded" status.

3. For each document with the "Not uploaded" status:

   1. Select the document record to open the attachment area. The attachment area is displayed on the right side of the page.
   2. Upload the required files. The document status changes to "Active" automatically.

4. Repeat the steps for all required documents.

5. Verify the documents statuses. All required documents should have the "Active" status.

6. Click Submit.

As a result, Creatio validates the entered data. If all application parameters are filled in and all required documents are active, the application moves to the next stage. All customer data entered in the application is copied to the customer profile, and the application status changes to "Submission." Otherwise, the system prevents submission and highlights missing or incomplete data. The application remains in the current stage until all required parameters and documents are completed.

3. Underwriting stage

At this stage, Creatio evaluates the applicant's eligibility and risk profile. For the credit card application flow, underwriting is performed automatically based on predefined rules and configured integrations.

During this stage, the application is available in read-only mode for the CSR. No manual underwriting actions are required.

Creatio runs the following processes in sequence:

• "Initiate KYC for application" — verifies the applicant's identity and compliance with regulatory requirements.
• "Initiate credit report generation for application" — retrieves the applicant's credit history from a credit bureau to assess creditworthiness and existing liabilities.
• "Initiate underwriting for application" — calculates the applicant's overall eligibility and risk profile based on configured underwriting rules.

If an active KYC evaluation already exists for the contact, it is linked automatically to the application and reused. Otherwise, Creatio creates a new evaluation history record and launches the "KYC onboarding process."

Review underwriting status and results

Use the application tabs to monitor the underwriting process and review its results. The underwriting status and results can also be monitored from the Applications section or from the Underwriter homepage.

1. Open the "Underwriting" workplace.
2. Go to the Applications section.
3. Select an application in the "Underwriting" stage.
4. Open the Evaluation history tab and verify that the KYC evaluation has the "Approved" status.
5. Review the Evaluation status on the application page.
6. Review the credit and underwriting evaluation results that were generated automatically.

Automated checks and evaluation results

All underwriting checks for credit card applications are processed automatically.

Creatio evaluates:

• customer identity and compliance requirements
• credit history and existing liabilities
• eligibility and risk profile based on underwriting rules.

No manual checks or overrides are required for the credit card application flow.

note

By default, underwriting processes run through mock services. To process real data, integrate Creatio with identity verification services, credit bureaus, and underwriting engines.

As a result, once all automated evaluations are completed successfully, Creatio sets the Evaluation status to "Approved," records the evaluation date, and automatically advances the application to the "Agreement & Signature" stage.

4. Agreement & Signature stage

At this stage, the CSR confirms the customer's acceptance of the credit card terms and collects all documents required for signing.

Creatio automatically creates a contract record and generates the list of required signing documents based on the selected product and application parameters. All generated documents are linked to the contract and initially have the "Not uploaded" status.

To complete signing, use one of the following methods:

• wet signature (default option)
• e-signature, if the corresponding integration is configured

Confirm customer acceptance of credit card terms

1. Review the credit card offer with the customer.
2. Select the checkbox confirming that the customer has reviewed and accepted the full terms of the offer, including the credit limit, interest rates, fees, rewards program, and repayment conditions.

Upload documents for signing

1. In the Documents for signing expanded list, select a document record. The attachment area is displayed on the right side of the page.
2. Upload the signed document file to the attachments area. After the file is uploaded, the document status changes to "Active".
3. Repeat the steps for all required documents.
4. Click Complete.

As a result, Creatio validates the confirmation and the uploaded documents. If all required documents have attached files and their status is "Active," Creatio sets the Signing status on the submission page to "Signed on paper" (or "Signed electronically," if e-signature is used), and the application automatically transitions to the "Disbursement" stage.

5. Disbursement stage

At this stage, the application is finalized and the credit card loan is created. All actions are run in the background, no manual input is required from the CSR.

Creatio performs the following actions automatically:

• creates a loan with the "Credit cards" type

• creates a credit card and links it to the loan, if the Issue credit card field is set to "Yes"

• transfers all application parameters to the loan and the linked credit card, including:

  • credit limit
  • currency
  • product details
  • interest rates and fees
  • grace period
  • rewards program parameters.

By default, disbursement for credit card loan applications in Creatio is performed automatically.

During this stage, the application is displayed in read-only mode. This operation may take some time.

As a result, once the disbursement process is completed, the application automatically transitions to the final "Settled" stage.

6. Settled stage

The "Settled" stage marks the completion of the credit card loan application process.

When the application reaches this stage, Creatio automatically sets the application end date and displays a confirmation window indicating that the loan account has been successfully created and activated. The confirmation window provides the following options:

• Open — view the created loan account.
• Cancel — stay on the application page.

After the confirmation window is closed, the application remains available in read-only mode:

• all application tabs become available for review
• all fields are read-only
• the application status is changed to "Closure"
• when the application is opened again, it is displayed in full-page view.

As a result, Creatio:

• creates a "Credit card" type loan record and activates it
• creates a credit card record and links it to the loan, if the Issue credit card parameter is set to "Yes"
• transfers all parameters from the application to the loan and linked credit card records
• creates a contract record and links it to the application, loan, credit card (if applicable), and documents for signing
• records a complete trace of the application process in the consultation case, including documents and evaluation history.

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See also

Manage loans

Submit a line of credit application

Submit an unsecured personal loan application

Submit an auto loan application