Onboarding plan

Phase 1 : Assist with contacting customer refunds

Loreen and Samantha

• Onboarding and training

• Determine resources

• Set up access to necessary systems

• Contact customers:

  • Confirm bank details

  • Invite the customer back for new loans in the future

  • Thank them for their loyalty

  • Prepare batch spreadsheets

  • Inform/Remind them of the referral program

Phase 2: Assist with risk review and accounting

Samantha

• Orientation

• Perform risk review of new loan applications

• Hand over to loan officers for completion

Loreen

• Orientation

• Set up access to Nuclino

• Organise Nuclino workspaces and content

• Write SOPs for accounting

• Set up access to Xero

• Assist with certain accounting related functions

Phase 3: Assist with out of hours customer service

Loreen and Samantha

• Orientation

• Assess all channels (e.g. social media, email, WhatsApp)

• Respond to customer enquiries out of normal office hours

• Assist with loan applications where applicable

• Handover to office staff during normal office hours