LAP - FAQs

LAP - FAQs

Overview

The Lender Application Portal (LAP) can streamline the entire loan application process, making it faster and more efficient for both you, the broker and borrowers involved. To help you navigate this system, we have compiled a comprehensive list of frequently asked questions (FAQs). These FAQs address common concerns and provide detailed information about how LAP works, and how to maximize its benefits.

What is the Lender Application Portal?

The Lender Application Portal (or LAP) enables you as lenders to login, view, manage and download all loan applications and supporting documents submitted through digital submission from the CitoPlus portal. This streamlined process reduces manual errors, accelerates processing times, and enhances efficiency. The platform offers real-time status tracking, real-time communication and secure integration with compliance systems, ensuring the loan process remains transparent, secure, and fully aligned with regulatory standards for all parties involved.

Where do I go to manage my account settings?

Managing your account settings is simple, easy, and flexible. You can update your password, MFA, and notification preferences by clicking on your initials in the top right-hand corner, selecting 'Account Settings,' and navigating between your Profile, Security Information, and Notifications.

Please Note: To update your personal details, please contact our Support Team at lender.support@citoplus.com.au

     

How do I assign deals?

When an application has been successfully submitted, it will appear in the main application list within the dashboard when you first log in. On the right-hand side underneath 'Assignee' click on the downward arrow to see the list of teams and team members associated within those teams and select the desired team or person you wish to assign the deal to. You can also choose to switch between users if it needs to be assigned to another person.

Please Note: Once a deal has been assigned, you cannot unassign the deal



How are applications organized and how can I search or filter the applications?

There are several ways to easily find an application:

Step 1: Application List

As all applications come straight into the Application List, find an application by looking through the list of applications on the summary page.

Step 2: Using the Five Dashboard Tile Filters

Depending on which stage the application is in, you can select one of the five tiles to locate an application if you know where the application currently stands.


Step 3: Resubmitted or Prospect Group

If the application is resubmitted or marked as a prospect, check these groups as well as the main summary.


Quickly locate applications by entering key details like Broker Group, Broker Name, Primary Borrower, Deal ID #, Status, or Assignee.
    

Step 5: Using the Filter Button

You can filter applications by their current stage by selecting the desired stage and applying the changes.


What is a prospect submission?

A prospect submission allows a broker to submit a subset of data to a lender to assist with early lead or credit appetite discussions. When enabled (note - not all lenders enable prospect submission), a broker can submit a prospect at the Lead or In Progress stage, which sends information on Borrowers, New Loans, Existing Loans and Collateral to the lender.

What happens when a loan application is complete and funded?

Funded loan details are crucial once an application has been completed. You will need to manually add these details, and they will automatically update for the broker to view in the broker portal. To do this, click into the application, select the 'Funded Loans' tab, and use the '+' button to enter the loan details.

Please Note: You can add as many funded loan details as you'd like if there are multiple loans to add, amend or delete if required.

    

How can I download documents that were submitted with an application?

All documents submitted with an application can be securely accessed within the application itself. You can easily download any attached documents by clicking on the application, navigating to the 'Documents' section on the right-hand side, selecting the desired document, and clicking 'Download Selected Documents.' The file will appear in your downloads folder for review.

   

How can I contact the broker about an application?

Contacting a broker about an application is straightforward and real-time, allowing for immediate updates, changes, and approvals. To send a message, go to the 'Messages' tab within the application, enter your message, and click the arrow to send it. The broker can instantly view and reply to messages within the broker portal. The other feature of this is by attaching documents/files either by clicking the paperclip icon or drag and drop the file into the text box.

     

Can I communicate internally within a Lender?

You can use the dedicated 'Notes' button to communicate or add additional information for a specific deal. This is only viewable by internal staff, gets updated automatically and there is no limit to the number of notes you can leave. To add a note, go to the 'Notes' tab within the application, enter your message, and click 'Add Note.'

     

Can I view the history of all changes and submissions?

Viewing an application's lifecycle helps you track and manage all activities from start to finish, including status, messages, and attached documents. To access this, click on the application, select the 'History' tab, and a new screen will display the entire application history. Use the search function or select tiles to highlight key information that meets your criteria.

     

Who do I contact for further assistance?

For any support on the CitoPlus platform or LAP, please contact our Support Team at lender.support@citoplus.com.au. If you have a CitoPlus application ID, please provide this also.


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