Home Office Guide: Approving, Rejecting, And NIGOing Work Items
Introduction
Once a Rep submits an item for processing, it arrives in the Middle Office queue, The Principal Reviewer can then access the items and determine whether they is to be Approved, Rejected, NIGO’d or Pended. Once the item is approved by the Principal Reviewer, it moves into one of the available Home Office queues organized by department. The process of approving, NIGO’ing or rejecting items remains the same across different queues. This guide demonstrates the various processes that can be initiated from the Home Office queue.
Table of Contents
Working on the Home Office Queues
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Step 1: Based on your user role, a list of queues is configured to appear on the left of your dashboard. Select the relevant Home Office queue and click the Get from Pool link on the top right corner of your screen. Each time you click the Get from Pool link, the oldest work item will appear on your dashboard. Click on the Work Item you wish to open.
Best Practice Tip
It is recommended that you get only one work item from the pool at a time. This ensures that the oldest work items get processed first across all available reviewers.
Accessing Work Items – Home Office Queue (1)
Step 2: The Work Item window is split into two panes. Scroll down to the Client Documents section on the left pane and click on each of the documents. Review the corresponding documents as they appear on the right pane. Ensure that the documents include correct information.
Work Item – Client Documents
Step 3: Click on the work item row under ePACs Work Items section to open the Details form of the Work Item.
ePACs Work Items Section – Open Details form
Step 4: In the Details form, you can provide information such as Memo Notes. As part of your review, you can see what tasks the work item has gone through till date under the Event History section. Based on your review, you can approve, NIGO, or reject the item. If you are NIGO’ing or rejecting the work item, it is mandatory to fill in the corresponding Reason Codes sections.
ePACs Work Items – Memo Notes
Approving the Work Items
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Approving the Work Items
After working on the Details form as required, click the Save and Close button to go back to the Work Item window. Upon reviewing all the documents, if you decide not to NIGO the work item, click Complete to approve the work item and move it to the next step.
Rejecting the Work Items
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Upon reviewing all the documents, you can reject the Work Item under the following circumstances:
- Poorly drafted documents
- Clients’ change of mind
- Documents not meeting the minimum requirements
- No response from the client.
To remove an item, perform the following steps:
Attention
If the work item is rejected, the rep must create a new one.
Step 1: In the Details form, scroll down to the Reject Reason Codes section and click on the Add button.
Tip
Instead of scrolling, you can navigate to a section directly by clicking on the corresponding tab on the left side of the screen.
Adding Reject Reason Codes
Step 2: Select one or more reasons from the list of options.
Selecting Reject Reason Codes
Step 3: Upon clicking the Select button, the previous form opens again. The Reject Reason Codes section is populated with the selected reasons. On clicking Save, the email template is populated. Adjust the template as required.
Note
The number of codes applied is visible next to Reject Reason Codes navigation tab on the left
Reject – Email Draft
Step 4: Click on Save and Close to go back to your Work Item panes.
Reject Reason Code – Save and Close
Step 5: To remove this work item, click on the Reject button on the top portion of the left pane.
Attention
You can “reject” a work item only after adding one or more reason codes. If you do not enter reason codes, the following error message appears:
Reject – Error Message
Removing Work Item – Reject button
NIGO’ing the Work Items
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Adding NIGO Reason Codes
Step 1: In the Details form, scroll down to the NIGO Reason Codes section and click on the Add button.
Tip
Instead of scrolling, you can navigate to a section directly by clicking on the corresponding tab on the left side of the screen.
List of NIGO Reason Codes
Step 2: On clicking Add, the system displays a list of codes called ‘NIGO Reason Codes’. These are a list of reasons for which NIGO’ing the Work Item is applicable. Choose one or more reasons relevant to the current circumstance and click Select
NIGO Reason Codes section
Step 3: The codes are populated in the NIGO Reason Codes section. Click Save to apply these codes to the Work Item.
Note
The number of codes applied is visible next to NIGO Reason Codes navigation tab on the left.
NIGO Email Draft
Step 4: On clicking Save, the email template is populated with predefined information, including detailed text associated with the NIGO Reason Codes. The reviewer can add additional text to better communicate to the Rep regarding the action to be taken in order to clear the NIGO. Some NIGO Reason Codes will require the Rep to have the entire forms bundle be re-signed. Refer to your internal procedures to know which NIGO Reason Codes constitute a material change and which do not.
Note
You can NIGO a work item only after adding one or more reason codes. Else, the following error message appears:
NIGO – Error Message
NIGO’ing the Work Item
Step 5: When you are satisfied with the content of your email, click Save and Close to go back to your Work Item panes.
Step 6: To NIGO this work item, click the NIGO button on the top portion of the left pane. The item is routed to a Field Advisor NIGO queue for the rep to access the NIGO’d item and make the required changes.
Step 7: Upon clicking NIGO, the processor is brought back to their Dashboard to select the next piece of work to process.