Role Guide: Application Assistant and Document Chaser

What you own

Between "yes, I'm interested" and "the file is ready to scrub" there are many small steps. Most deals die here, not because the merchant said no, but because a page went missing or nobody followed up. You own:

1. A complete, signed application. Every required field filled, every owner of 20% or more listed, signature and authorization in place.
2. A complete document set for the product, using the Document Checklists page.
3. A first-pass completeness check before the file goes to the Processor: right months, every page, readable, correct format.
4. The follow-up cadence for missing items, through consented channels only.
5. Merchant privacy. Documents arrive only through the secure upload link or the CRM portal.

Daily rhythm

Part of shift	Focus
Start of shift	Check in. Open the "Application Sent" and "Docs Pending" views. Send reminders for items due today so they reach merchants as their morning starts.
First block	New handoffs from Lead Qualifiers: welcome call or message, exact document list, upload link.
Middle blocks	Every new upload: rename, file, run the completeness check. Move complete files to the Processor. Chase gaps.
Every two hours	Re-check the "Docs Pending" view. No merchant waits for an answer from us.
End of shift	Every pending file has a next action and a due time. End-of-shift report: files completed, files pending and why. Check out.

KPIs that matter

KPI	Narqix standard
Application to complete file time	Same day where the merchant cooperates
Docs-pending conversion	Campaign target
Files passed to Processor that come back incomplete	As close to zero as possible
Files with no next action older than 24 hours	Zero
Documents received outside the secure link that were not moved and deleted	Zero
Opt-out accuracy	100%

The first-pass completeness check

Before passing a file to the Processor, confirm:

• Application signed, all fields complete, all owners of 20% or more listed with ownership percentages that add up to 100%
• Bank statements: the right number of consecutive months, plus month-to-date if required
• Every page of every statement (look at "page 1 of 6" markers)
• Statements are PDFs downloaded from the bank, not photos, screenshots or edited files
• Account name on statements matches the legal name or DBA
• Driver's license front and back, for every signer, readable and not expired
• Voided check or bank letter matches the account on the statements
• Product-specific items from the checklist
• Every file named with the Narqix naming standard: LegalName, document type, period (example: (LEGAL NAME) Statement (YEAR-MONTH).pdf)

Handoffs

You receive work from: Lead Qualifiers (new applications) and the Renewal and Follow-Up Rep (returning merchants).

You pass work to: the Funding Processor and File Analyst, with a short note: product, what is complete, anything odd you noticed (for example, "September statement is a different font from the others").

You hand back to the Lead Qualifier if the merchant's answers change in a way that changes the product (for example, they now say they have 3 open advances, not 0).

Privacy rules for documents

• Send only the secure upload link. Never ask for documents by personal email, messaging apps or social media.
• If a merchant emails or texts a document anyway, move it to the secure vault right away, then delete the message copy and follow your campaign's process.
• Never download documents to your own computer, never take screenshots, never print.
• In CRM notes, write only the last 4 digits of any Social Security or account number.

Common mistakes

• Marking a file complete when the month-to-date statement is missing.
• Accepting a statement summary page as a full statement.
• Accepting a photo of a printed statement.
• Chasing by text a merchant who only consented to email.
• Sending the same generic reminder five times. Each touch should say exactly what is missing and make it easy.
• Telling the merchant "once I have these you'll be funded by Friday". That is a timing promise.

Escalation rules

Escalate to your team lead the same shift when:

• A document looks altered, or the merchant refuses to send bank-original PDFs
• Names, addresses or account numbers do not match across documents
• The merchant sends someone else's documents
• The merchant becomes upset about follow-up or asks to be removed (honor the opt-out first, then report)
• A document arrives through the wrong channel and you cannot remove it
• Three full follow-up days pass with no response (the sequence moves to the Renewal and Follow-Up Rep or back to the Lead Qualifier, per campaign)

Check yourself

1. The merchant sent 4 statements but one says "page 1 of 5" and only 4 pages are attached. Is the file complete?
2. Write a missing-items message that is specific.
3. A merchant emails their driver's license to you. What two things do you do?
4. Who receives a file when your completeness check passes?
5. Why is "you'll be funded by Friday" not allowed?

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