How to keep a client case organised.

A practical workflow checklist for Credit Managers

Good case management is less about more follow-ups and more about keeping the right information, permissions and next action visible.

1. Confirm consent and identity

Before progressing a case, confirm that the client has completed the required consent process and that the details used in the case belong to the correct person.

2. Keep documents with the correct case

Upload or record only information required for the active workflow. Avoid duplicate records and do not store sensitive documents outside authorised systems when a secure option is available.

3. Record the current stage

Use a clear case stage such as report received, verification pending, audit ready, documents pending or next action agreed. A visible stage prevents a client case from becoming a forgotten chat thread.

4. Assign one next action

Every case should have a named next action, an owner and a practical follow-up date. If a client needs to provide a document, state exactly what is needed and why.

5. Close or archive responsibly

When work is complete, update the case status. If a client is no longer proceeding, archive according to the platform process rather than leaving an ambiguous active record.