What does a single intake decision look like when an agent has to change state?

At Aster Financial, a personal loan application APP-2187 arrives through the broker portal late in the day. The intake officer opens it and finds the payslip attachment is a photo of only the first page, and the employer name differs from the one on the linked customer record CUST-5530.

The officer moves the status from RECEIVED to PENDING_INFO, adds a missing-document request for the second payslip page, and notes the employer mismatch without editing the customer record. A reminder task is created against the broker.

Two days later the broker uploads the page. The officer reopens APP-2187, confirms the document type, closes the request, and routes the case to the credit officer queue with a flag for the employer mismatch. The credit officer sees the flag first and does not need to open every attachment again.

**Consequence:** had the officer routed the case straight away, the credit officer would have received an unassessable file and sent it back, breaking the handover and restarting the work.

**What it teaches:** intake is judged by state, not by text. An agent here must set the right status, create the right request, leave protected records untouched and route with the right flag. A well-built scenario lets an evaluator check each of those against the final state.