ALD: Agent Lenders
Problem Escalation
Process Flows
A guideline to agent lenders for
resolving problems occurring
during the daily ALD process flow
October 2006
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10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Content




Files and notifications flow
Guidelines and legend
File sent decision making process
Problem research flows:
 Agent lender connecting direct to DTCC
 Agent lender and broker-dealer both direct to DTCC
 A/L using DTCC, B/D using EquiLend
 A/L using DTCC, B/D using SunGard
 Agent lender connecting through EquiLend
 Agent lender and broker-dealer both using EquiLend
 A/L using EquiLend, B/D using DTCC
 A/L using EquiLend, B/D using SunGard
 Agent lender connecting through SunGard
 Agent lender and broker-dealer both using SunGard
 A/L using SunGard, B/D using DTCC
 A/L using SunGard, B/D using EquiLend
 Version 5 changes
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10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Agent Lender Daily file transmission process
files and notifications flow
Problem Notification
& Update
Expected File
Receipt/ Delivery
DTCC systemic
failure notification
SunGard
Broker-Dealer
(SunGard client)
Broker-Dealer A
Problem Notification
Agent Lender
DTCC
Broker-Dealer B
Problem Notification
Broker-Dealer
(DTCC direct connect)
Broker-Dealer C
Problem Notification
EquiLend
Broker-Dealer
(EquiLend client)
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10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Agent Lender Daily file transmission process
Guidelines and Legend
Prior to beginning the daily process in the live production
environment, the agent lender should communicate with all its
broker dealers any conditions that are specific to its business,
e.g. ALD group email and other contact information, vendor
used, daily time for generating the loan and collateral files, etc.
Agent lenders must notify broker-dealers of problems or delays in delivering loan
and/or collateral file(s)
Agent lenders must notify both the broker-dealer and SunGard of problems or
delays if the broker-dealer is using the SSF ALDOP Management Application
Guidelines for agent lender problem notification:
•
•
•
•
•
Send e-mail to the group address specified for each applicable firm
Identify your firm and contact information
Specify general nature and severity of the problem
Specify any estimate for correcting the problem
Specify if this is the initial notification of the problem or an update
related to a prior notification
Note about DTCC: DTCC will send automatic notifications in the case of systemic
failures only. These notifications will be sent to anyone who wishes to receive them
and who provides a contact email to DTCC. Any agent lender who wishes to be
part of this notification process should send a contact email to Margaret Koontz,
[email protected]
Legend:
Notify
File creation
Problem
Notify
Late Files
Creation
4
Agent lenders must produce notification of problems with
creating the loan and/or collateral file(s)
Agent lenders must produce notification of delays of the
creating the loan and/or collateral file(s)
Notify File
Transmission
Problem
Agent lenders must produce notification of a problem
transmitting the loan and/or collateral file(s)
Notify
Late File
Transmission
Agent lenders must produce notification of a delayed but
successful transmission of the loan and/or collateral file(s)
10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
File sent decision making process
*Determine internal
deadline to successfully
create and transmit files to
ensure broker-dealer
receipt by 3:00 AM
Notify
File creation
Problem
No
Start
Fix
Problem
Create ALD
Loan &
Collateral
Files
Yes
No
Before
*Deadline?
Create
Successful?
Yes
No
Notify
Late Files
Creation
Before
*Deadline?
Yes
Send Files
to DTCC /
Vendor
Fix
Problem
Notify File
Transmission
Problem
No
Yes
No
Transmit
Successful?
Before
*Deadline?
Yes
Notify
Late File
Transmission
No
Before
*Deadline?
Yes
End
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10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Problem research flows
 Agent lender connecting direct to
DTCC
 Agent lender and broker-dealer both direct to
DTCC
 A/L using DTCC, B/D using EquiLend
 A/L using DTCC, B/D using SunGard
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10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Problem research flows
Agent Lender
(Direct to DTCC)
(Direct to DTCC)
No
Broker-dealer
A/L Files
created?
Start
Check DTCC
website for agent
lender files
Yes
Update B/D
with status
Correct
related
Problems
Contact
Agent
Lender by
phone &
e-mail
Create A/L Files
Yes
No
File
Available?
Yes
No
Files
Accepted by
DTCC?
No
Yes
A/L Files
created?
Check DTCC website
for A/L Files
Update B/D
with status
Notify DTCC & B/D of
conflicting info
Resolve issue with
DTCC
Correct
related
Problems
Update B/D with
status
Send Files to
DTCC
Update B/D
with status
No
Resolve retrieval
problem with
DTCC hotline
Files
Accepted by
DTCC?
Yes
Update B/D
with status
Retrieve files from
DTCC
End
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10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Problem Research Flows
Broker-dealer
Agent Lender
(EquiLend)
EquiLend
(DTCC)
No
Start
A/L Files
created?
Yes
Yes
Update B/D
& EquiLend
with status
Correct
related
Problems
No
Files
Available at
DTCC?
Contact
Agent
Lender by
phone &
e-mail
Check EquiLend
browser for
agent lender
files
Check DTCC
website for A/L
Files
Create A/L Files
No
No
Files
Accepted by
DTCC?
Yes
A/L Files
created?
No
Yes
Check DTCC
website for A/L
Files
Files
Received from
DTCC?
Contact
EquiLend
by phone
&
e-mail
Notify DTCC,
B/D &
EquiLend of
conflicting info
Correct
related
Problems
Resolve issue
with DTCC
Send Files to
DTCC
Update B/D
& EquiLend
with status
No
Files
Accepted by
DTCC?
Update B/D &
EquiLend with
status
Files
Available?
Yes
Yes
Resolve B/D
retrieval Issue
Update B/D
& EquiLend
with status
No
Resolve retrieval
problem with
EquiLend
Update B/D
with status
Resolve
retrieval
problem with
DTCC
Update B/D
with status
Yes
Update B/D
& EquiLend
with status
Retrieve files
from EquiLend
End
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10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Problem Research Flows
Broker-dealer
Agent Lender
SunGard
(SunGard)
(DTCC)
No
Contact Agent
Lender by phone
& e-mail
A/L Files
created?
Start
No
Yes
Update B/D
& SunGard
with status
Yes
Correct
related
Problems
Check SunGard
website for agent
lender files
Check DTCC
website for A/L
Files
Create A/L Files
No
Files
Available at
DTCC?
Files
Accepted by
DTCC?
Yes
A/L Files
created?
No
Yes
Update B/D
& SunGard
with status
Check DTCC
website for A/L
Files
Notify DTCC,
B/D &
SunGard of
conflicting info
Correct
related
Problems
No
Files
Received from
DTCC?
Contact
SunGard by
phone &
e-mail
No
File
Available?
Yes
Yes
Resolve B/D
retrieval Issue
Resolve retrieval
problem with
SunGard
Update B/D
with status
Resolve issue
with DTCC
Send Files to
DTCC
Update B/D
& SunGard
with status
No
Files
Accepted by
DTCC?
Update B/D &
SunGard with
status
Resolve
retrieval
problem with
DTCC
Update B/D
with status
Yes
Update B/D
& SunGard
with status
Retrieve files from SunGard
End
9
10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Problem research flows
 Agent lender connecting through
EquiLend
 Agent lender and broker-dealer both using
EquiLend
 A/L using EquiLend, B/D using DTCC
 A/L using EquiLend, B/D using SunGard
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10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Problem Research Flows
Agent Lender
EquiLend Broker-dealer
(EquiLend)
(EquiLend)
No
A/L Files
created?
Start
Yes
Update B/D
& EquiLend
with status
Check EquiLend
browser for agent
lender files
Correct
related
Problems
Notify EquiLend
& B/D of
conflicting
vendor info
Create A/L Files
Contact
Agent
Lender by
e-mail
Contact
EquiLend
by phone &
e-mail
No
File
Available?
No
Yes
A/L Files
created?
Yes
Files
Accepted by
EquiLend?
Update B/D
& EquiLend
with status
Yes
EquiLend &
A/L resolve
conflicting
info
No
Correct
related
Problems
Send Files to
EquiLend
Update B/D
& EquiLend
with status
Files
Accepted by
EquiLend?
Yes
Update B/D
& A/L with
status
Resolve retrieval
problem with
EquiLend
No
Update B/D
& EquiLend
with status
Retrieve files from EquiLend
End
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10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Problem Research Flows
Broker-dealer
Agent Lender
EquiLend
(DTCC)
(EquiLend)
No
A/L Files
created?
Start
Contact
Agent
Lender by
e-mail
Yes
Update B/D
& EquiLend
with status
Correct
related
Problems
Check
DTCC
website for
agent lender
files
No
Contact
EquiLend
by phone &
e-mail
Files
Received from
A/L?
Create A/L Files
No
File
Available?
Yes
Yes
Yes
No
A/L Files
created?
No
Update B/D
& EquiLend
with status
Files
Accepted by
DTCC?
Files
Accepted by
EquiLend?
No
Yes
Notify EquiLend
& B/D of
conflicting info
Update B/D
& EquiLend
with status
Files
Accepted by
EquiLend?
Yes
No
EquiLend & B/D
Resolve retrieval
problem with
DTCC
EquiLend &
A/L resolve
conflicting
info
Correct
related
Problems
Send Files to
EquiLend
Resolve
retrieval
problem
with DTCC
hotline
Yes
Update B/D
& A/L with
status
Update
B/D &
EquiLend
with
status
Resolve
issue with
DTCC
Update B/D
& A/L with
status
Update B/D
& EquiLend
with status
Retrieve files from DTCC
End
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10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Problem Research Flows
Agent Lender
(EquiLend)
EquiLend
No
A/L Files
created?
Broker-dealer
(SunGard)
SunGard
Start
Contact Agent
Lender by e-mail
No
Yes
Update B/D,
SunGard &
EquiLend with
status
Files
Received from
A/L?
Check SunGard
website for agent
lender files
Contact
EquiLend by
phone & e-mail
No
Yes
Correct related
Problems
Files
Accepted by
DTCC?
Yes
Yes
Files
Available at
DTCC?
No
Files
Available?
Create A/L Files
Yes
No
No
A/L Files
created?
EquiLend &
SunGard resolve
retrieval problem
with DTCC
Check DTCC
website for A/L
Files
No
Yes
Update
SunGard & A/L
with status
Update B/D,
SunGard &
EquiLend with
status
Files
Received from
DTCC?
Yes
Resolve issue
with DTCC
Files
Accepted by
EquiLend?
Contact
SunGard by
phone &
e-mail
Resolve retrieval
problem with
SunGard
Resolve B/D
retrieval Issue
No
Update B/D
with status
Yes
Notify EquiLend,
SunGard & B/D
of conflicting info
Update
SunGard & A/L
with status
Resolve retrieval
problem with
DTCC
EquiLend & A/L
resolve
conflicting info
Correct
related
Problems
Send Files
to
EquiLend
Files
Accepted by
EquiLend?
Yes
13
Update B/D,
SunGard &
EquiLend
with status
No
Update B/D
with status
Update
SunGard &
A/L with
status
Update
EquiLend & B/D
with status
Update B/D
with status
Retrieve files from SunGard
Update B/D,
SunGard &
EquiLend with
status
End
10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Problem research flows
 Agent lender connecting through
SunGard
 Agent lender and broker-dealer both using
SunGard
 A/L using SunGard, B/D using DTCC
 A/L using SunGard, B/D using EquiLend
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10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Problem Research Flows
Broker-dealer
Agent Lender
SunGard
(SunGard)
No
(SunGard)
A/L Files
created?
Start
Contact
Agent
Lender by
phone &
e-mail
Yes
Update B/D
& SunGard
with status
Check SunGard
website for agent
lender files
No
Correct
related
Problems
Files
Received from
A/L?
Notify SunGard
& B/D of
conflicting
vendor info
Create A/L Files
No
Contact
SunGard
by phone &
e-mail
No
File
Available?
Yes
Yes
Resolve B/D
retrieval Issue
A/L Files
created?
Update B/D
with status
Yes
Update B/D
& SunGard
with status
No
Files
Accepted by
SunGard?
Yes
SunGard &
A/L resolve
conflicting
info
Correct
related
Problems
Send Files to
SunGard
Resolve retrieval
problem with
SunGard
Update B/D
& A/L with
status
Update B/D
& SunGard
with status
Files
Accepted by
SunGard?
Yes
No
Update B/D
& SunGard
with status
Retrieve files
from SunGard
End
15
10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Problem Research Flows
Agent Lender
SunGard Broker-dealer
(SunGard)
No
(DTCC)
A/L Files
created?
Start
Check
DTCC
website for
agent lender
files
Contact
Agent
Lender by
phone &
e-mail
Yes
Update B/D
& SunGard
with status
Correct
related
Problems
No
Contact
SunGard
by phone &
e-mail
Files
Received from
A/L?
Create A/L Files
No
File
Available?
Yes
Yes
Yes
No
A/L Files
created?
No
Update B/D
& SunGard
with status
Files
Accepted by
DTCC?
Files
Accepted by
SunGard?
No
Yes
Notify SunGard
& B/D of
conflicting info
Update B/D
& SunGard
with status
Files
Accepted by
SunGard?
Yes
No
SunGard & B/D
Resolve retrieval
problem with
DTCC
SunGard & A/L
resolve
conflicting info
Correct
related
Problems
Send Files to
SunGard
Resolve
retrieval
problem
with DTCC
hotline
Yes
Update B/D
& A/L with
status
Update
B/D &
SunGard
w/ status
Resolve
issue with
DTCC
Update B/D
& A/L with
status
Update B/D
& SunGard
with status
Retrieve files from DTCC
End
16
10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Agent Lender
Problem Research Flows
(SunGard)
SunGard
No
Broker-dealer
(EquiLend)
EquiLend
Start
A/L Files
created?
Contact Agent
Lender by phone
& e-mail
Yes
No
Update B/D,
SunGard &
EquiLend with
status
Files
Received from
A/L?
Check EquiLend
browser for
agent lender
files
Contact SunGard
by e-mail
No
Yes
Correct related
Problems
Files
Accepted by
DTCC?
Create A/L Files
No
No
A/L Files
created?
Yes
Yes
EquiLend &
SunGard resolve
retrieval problem
with DTCC
Files
Available at
DTCC?
No
Files
Available?
Check DTCC
website for A/L
Files
Yes
Yes
No
Update B/D,
EquiLend & A/L
with status
Update B/D,
SunGard &
EquiLend with
status
Files
Accepted by
SunGard?
Files
Received from
DTCC?
Yes
Resolve issue
with DTCC
No
Resolve B/D
retrieval Issue
Yes
Notify EquiLend,
SunGard & B/D
of conflicting info
Update B/D,
EquiLend & A/L
with status
Send Files
to
SunGard
Files
Accepted by
SunGard?
Yes
Update B/D,
SunGard &
EquiLend
with status
Resolve retrieval
problem with
EquiLend
Update B/D
with status
Resolve retrieval
problem with
DTCC
SunGard & A/L
resolve
conflicting info
Correct
related
Problems
Contact
EquiLend by
phone &
e-mail
Update
B/D,
EquiLend
& A/L with
status
Update B/D
with status
Update SunGard
& B/D with status
No
Update B/D,
SunGard &
EquiLend with
status
Retrieve files from EquiLend
End
17
10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows
Problem Research Flows
Version 5 changes
 Changed method of EquiLend contacting agent lenders
and SunGard from “phone & e-mail” to “e-mail” only on all
flows as per comments from EquiLend.
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10/9/06 Agency Lending Disclosure Taskforce Agent Lender Problem Escalation Process Flows