ALD: Agent Lenders Problem Escalation Process Flows

1
ALD Agent Lenders Problem Escalation Process
Flows
A guideline to agent lenders for resolving
problems occurring during the daily ALD process
flow
October 2006
2
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

3
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)
EquiLend
Broker-Dealer C Problem Notification
Broker-Dealer (EquiLend client)
4
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,
mkoontz_at_dtcc.com
Legend
Notify File creation Problem
Agent lenders must produce notification of
problems with creating the loan and/or collateral
file(s)
Notify Late Files Creation
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)
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File sent decision making process
Determine internal deadline to successfully
create and transmit files to ensure broker-dealer
receipt by 300 AM
Start
Fix Problem
Create ALD Loan Collateral Files
Notify File creation Problem
Yes
Before Deadline?
Create Successful?
No
No
Yes
Before Deadline?
No
Notify Late Files Creation
Yes
Send Files to DTCC / Vendor
Fix Problem
Notify File Transmission Problem
Yes
Before Deadline?
Transmit Successful?
No
No
Yes
Before Deadline?
No
Notify Late File Transmission
Yes
End
6
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

7
Problem research flows
Broker-dealer (Direct to DTCC)
Agent Lender (Direct to DTCC)
A/L Files created?
No
Start
Check DTCC website for agent lender files
Yes
Update B/D with status
No
Correct related Problems
Contact Agent Lender by phone e-mail
File Available?
Create A/L Files
Yes
Files Accepted by DTCC?
No
Yes
A/L Files created?
Yes
No
Check DTCC website for A/L Files
Update B/D with status
Notify DTCC B/D of conflicting info
Resolve retrieval problem with DTCC hotline
Resolve issue with DTCC
Correct related Problems
Update B/D with status
Send Files to DTCC
Update B/D with status
Files Accepted by DTCC?
No
Yes
Update B/D with status
Retrieve files from DTCC
End
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Problem Research Flows
Broker-dealer (EquiLend)
Agent Lender (DTCC)
EquiLend
A/L Files created?
Start
No
No
Files Available at DTCC?
Contact Agent Lender by phone e-mail
Yes
Yes
Update B/D EquiLend with status
Check EquiLend browser for agent lender files
Check DTCC website for A/L Files
Correct related Problems
Create A/L Files
No
Files Accepted by DTCC?
Files Received from DTCC?
No
Yes
Contact EquiLend by phone e-mail
Files Available?
A/L Files created?
No
Yes
Yes
Check DTCC website for A/L Files
No
Yes
Resolve B/D retrieval Issue
Resolve retrieval problem with EquiLend
Update B/D EquiLend with status
Notify DTCC, B/D EquiLend of conflicting info
Update B/D with status
Correct related Problems
Resolve issue with DTCC
Resolve retrieval problem with DTCC
Send Files to DTCC
Update B/D EquiLend with status
Update B/D EquiLend with status
Files Accepted by DTCC?
Update B/D with status
No
Yes
Retrieve files from EquiLend
Update B/D EquiLend with status
End
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Problem Research Flows
Broker-dealer (SunGard)
Agent Lender (DTCC)
SunGard
A/L Files created?
Start
Contact Agent Lender by phone e-mail
No
No
Yes
Files Available at DTCC?
Update B/D SunGard with status
Check SunGard website for agent lender files
Yes
Correct related Problems
Check DTCC website for A/L Files
Create A/L Files
Files Accepted by DTCC?
Yes
No
Files Received from DTCC?
A/L Files created?
No
Contact SunGard by phone e-mail
File Available?
No
Check DTCC website for A/L Files
No
Yes
Yes
Yes
Update B/D SunGard with status
Resolve B/D retrieval Issue
Resolve retrieval problem with SunGard
Notify DTCC, B/D SunGard of conflicting info
Update B/D with status
Correct related Problems
Resolve issue with DTCC
Resolve retrieval problem with DTCC
Send Files to DTCC
Update B/D SunGard with status
Update B/D SunGard with status
Files Accepted by DTCC?
Update B/D with status
No
Yes
Retrieve files from SunGard
Update B/D SunGard with status
End
10
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

11
Problem Research Flows
Broker-dealer (EquiLend)
Agent Lender (EquiLend)
EquiLend
A/L Files created?
No
Start
Yes
Check EquiLend browser for agent lender files
Update B/D EquiLend with status
Contact EquiLend by phone e-mail
Contact Agent Lender by e-mail
Correct related Problems
Notify EquiLend B/D of conflicting vendor info
File Available?
No
Create A/L Files
A/L Files created?
No
Yes
EquiLend A/L resolve conflicting info
Files Accepted by EquiLend?
Yes
Yes
Update B/D EquiLend with status
No
Update B/D A/L with status
Correct related Problems
Resolve retrieval problem with EquiLend
Send Files to EquiLend
Update B/D EquiLend with status
Files Accepted by EquiLend?
No
Yes
Update B/D EquiLend with status
Retrieve files from EquiLend
End
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Problem Research Flows
Broker-dealer (DTCC)
Agent Lender (EquiLend)
EquiLend
A/L Files created?
No
Start
Contact Agent Lender by e-mail
Check DTCC website for agent lender files
Yes
Update B/D EquiLend with status
Correct related Problems
No
Files Received from A/L?
File Available?
No
Contact EquiLend by phone e-mail
Create A/L Files
Yes
Yes
A/L Files created?
Yes
No
Files Accepted by DTCC?
Files Accepted by EquiLend?
Resolve retrieval problem with DTCC hotline
Yes
No
No
Update B/D EquiLend with status
Yes
EquiLend B/D Resolve retrieval problem with DTCC
EquiLend A/L resolve conflicting info
Notify EquiLend B/D of conflicting info
Correct related Problems
Update B/D A/L with status
Update B/D EquiLend with status
Send Files to EquiLend
Resolve issue with DTCC
Update B/D EquiLend with status
Files Accepted by EquiLend?
Update B/D A/L with status
No
Update B/D EquiLend with status
Yes
Retrieve files from DTCC
End
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Problem Research Flows
Agent Lender (EquiLend)
Broker-dealer (SunGard)
EquiLend
SunGard
A/L Files created?
Start
Contact Agent Lender by e-mail
No
No
Yes
Files Received from A/L?
Check SunGard website for agent lender files
Update B/D, SunGard EquiLend with status
Contact EquiLend by phone e-mail
No
Yes
Files Available at DTCC?
Files Available?
Correct related Problems
Files Accepted by DTCC?
No
Yes
Yes
Create A/L Files
Yes
Contact SunGard by phone e-mail
Check DTCC website for A/L Files
EquiLend SunGard resolve retrieval problem with
DTCC
No
A/L Files created?
No
No
Files Received from DTCC?
Yes
Update SunGard A/L with status
Update B/D, SunGard EquiLend with status
Resolve retrieval problem with SunGard
Yes
Files Accepted by EquiLend?
Resolve issue with DTCC
Resolve B/D retrieval Issue
No
Yes
Update B/D with status
Update SunGard A/L with status
Notify EquiLend, SunGard B/D of conflicting info
Resolve retrieval problem with DTCC
EquiLend A/L resolve conflicting info
Update B/D with status
Correct related Problems
Update SunGard A/L with status
Update EquiLend B/D with status
Send Files to EquiLend
Update B/D, SunGard EquiLend with status
Update B/D with status
Files Accepted by EquiLend?
No
Retrieve files from SunGard
Update B/D, SunGard EquiLend with status
Yes
End
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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

15
Problem Research Flows
Broker-dealer (SunGard)
Agent Lender (SunGard)
SunGard
A/L Files created?
No
Start
Contact Agent Lender by phone e-mail
Check SunGard website for agent lender files
Yes
Update B/D SunGard with status
No
File Available?
Files Received from A/L?
Contact SunGard by phone e-mail
No
Correct related Problems
Notify SunGard B/D of conflicting vendor info
Create A/L Files
Yes
Yes
Resolve B/D retrieval Issue
A/L Files created?
No
Update B/D with status
Files Accepted by SunGard?
Yes
Yes
No
Update B/D SunGard with status
SunGard A/L resolve conflicting info
Resolve retrieval problem with SunGard
Correct related Problems
Update B/D A/L with status
Send Files to SunGard
Update B/D SunGard with status
Files Accepted by SunGard?
No
Update B/D SunGard with status
Yes
Retrieve files from SunGard
End
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Problem Research Flows
Agent Lender (SunGard)
Broker-dealer (DTCC)
SunGard
A/L Files created?
No
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
Files Received from A/L?
File Available?
No
Contact SunGard by phone e-mail
Create A/L Files
Yes
Yes
A/L Files created?
Yes
No
Files Accepted by DTCC?
Files Accepted by SunGard?
Resolve retrieval problem with DTCC hotline
Yes
No
No
Update B/D SunGard with status
Yes
SunGard B/D Resolve retrieval problem with DTCC
Notify SunGard B/D of conflicting info
SunGard A/L resolve conflicting info
Correct related Problems
Update B/D A/L with status
Update B/D SunGard w/ status
Send Files to SunGard
Resolve issue with DTCC
Update B/D SunGard with status
Files Accepted by SunGard?
Update B/D A/L with status
No
Update B/D SunGard with status
Yes
Retrieve files from DTCC
End
17
Problem Research Flows
Broker-dealer (EquiLend)
Agent Lender (SunGard)
SunGard
EquiLend
A/L Files created?
Start
No
Contact Agent Lender by phone e-mail
Yes
No
Update B/D, SunGard EquiLend with status
Files Received from A/L?
Contact SunGard by e-mail
Check EquiLend browser for agent lender files
No
Yes
Files Available at DTCC?
Correct related Problems
Files Accepted by DTCC?
Yes
Yes
Files Available?
No
Create A/L Files
Check DTCC website for A/L Files
EquiLend SunGard resolve retrieval problem with
DTCC
A/L Files created?
No
No
Yes
Yes
No
Contact EquiLend by phone e-mail
Files Received from DTCC?
Update B/D, SunGard EquiLend with status
Update B/D, EquiLend A/L with status
Files Accepted by SunGard?
Yes
Resolve issue with DTCC
Resolve retrieval problem with EquiLend
Resolve B/D retrieval Issue
No
Yes
Update B/D with status
Update B/D, EquiLend A/L with status
Notify EquiLend, SunGard B/D of conflicting info
Resolve retrieval problem with DTCC
SunGard A/L resolve conflicting info
Correct related Problems
Update B/D with status
Update B/D, EquiLend A/L with status
Send Files to SunGard
Update B/D, SunGard EquiLend with status
Update SunGard B/D with status
Files Accepted by SunGard?
No
Retrieve files from EquiLend
Update B/D, SunGard EquiLend with status
Yes
End
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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.