Juan:'So can you explain the process your team uses to make a decision on who gets a loan and who doesn't?'
Peter:'When a member of my team is allocated/given a loan request to process, the first thing they have to do is to check that the loan request contains all the information we need to process it (e.g. name, address etc...). If it doesn't, then the person who submitted the loan request is contacted by phone or emailed and asked to provide the information.'
Juan:'So, when you have all the right information?'
Peter:'Then each loan request is assessed. The person dealing with the request looks through all the information we have about the person and evaluates the risk of the person not being able to repay the loan to us.'
Juan:'What information do you look at when you are assessing whether to give a person loan or not?'
Peter:'Normally, how much the person earns, if they own a house and if they have had problems in the past with paying back loans they have had with either us or another company.'
Juan:'And if after this assessment of the loan request, the member of your team decides to give a person a loan, what happens?'
Peter:'When a loan request is approved, it is then passed on to another team in the department. My team has finished what we have to do. From there, it is the responsibility of the other team to arrange the payment of the money to the person.'
Juan:'You don't have to tell the person that they have been approved for the loan?'
Peter:'It's not the responsibility of my team to tell the person they have been approved for the loan. It's the team we've passed it to who notifies the person this by email.'
Juan:'And if after assessing the request, you find that either the person has had problems repaying loans in the past or you don't think they have enough money to repay the loan, what do you do?'
Peter:'In most cases, the loan request is rejected. In these situations, we would then inform the person that they can't have a loan from us and explain why.
But if the member of the team processing the request is unsure if they should reject the loan request or not, it is then escalated to me. Because in these cases there is a possible big risk of the person not repaying the loan, it's my responsibility as the manager of the team to make the final decision.'
Juan:'So that's the only thing you do?'
Peter:'No! I do lots of other things. I have to make sure that the work that every member of my team does, complies with the bank's rules and regulations. Making sure that they follow the procedures when deciding to give a person a loan or not.
I also have to do reports about my team's performance. How many loan requests we received, how long it took us to process them etc...'
Juan:'What do you create the reports from?'
Peter:'From the data on the computer system we use. I then analyse all the data in the reports to identify what the team is doing well and doing badly.'