What does a single intake decision look like when a broker submission is incomplete?

An intake officer at Aster Financial opens APP-2187, a personal loan request submitted through a broker portal. The form says the applicant is a permanent employee on a stated salary, but the attached payslip covers a different pay period than the one declared.

The case record starts in state `received`. The completeness policy POL-INTAKE-04 requires two consecutive payslips for employed applicants, and the broker has supplied one. The officer marks the income evidence `incomplete`, and the case moves to `pending-information`. A request naming the missing item is logged against the case and sent to the broker.

Had the case been routed to the standard credit queue as complete, the credit analyst would have found the gap on first read and returned it. The return would carry no note of why, and the broker would receive a generic message instead of a specific request.

Two other records matter. APP-2187 links to APP-2140, an earlier submission from the same broker for the same applicant that was withdrawn. A routing rule also sends incomplete cases to a broker-follow-up queue rather than to credit.

**What it teaches**

- Completeness is checked against a named policy, not a general impression. - The correct routing depends on a state change the agent must make first. - A wrong 'complete' verdict moves cost into a different team's queue. - Linked records, such as the withdrawn earlier submission, test whether an agent looks beyond the document in front of it.