SOP: Admin Processing (Funding Queue)

Version: 2.0 Last Updated: 2026-04-07 Department: Internal Processing / Operations System: Funding Machine Admin Portal

Interactive Walkthrough

Follow along with the step-by-step visual guide below. It walks through the entire processing workflow with annotated screenshots.

Open the interactive guide in a new tab

Purpose

This SOP defines the end-to-end workflow for processing funding applications through the internal Funding Queue. It covers triaging incoming submissions, claiming work (manually or via auto-assign), reviewing underwriting decisions and credit reports, working funding plans to completion, recording payments, tracking accounts receivable, and handling invoices and fees. Target turnaround: 3 business days from submission to completion.

Scope

This procedure applies to:

Internal processors responsible for working the Funding Queue
Processing team leads who assign and oversee queue work
Super admins who manage cross-location processing operations and the processor team roster

Prerequisites

Before processing:

Admin portal access via Lead Built (verified through /api/admin/verify)
Access to the internal admin area (/admin/internal/*) with a valid admin location
A processing user ID (assigned by your manager or provided via URL parameter)
Active membership on the processor team roster (managed by admins on the Processor Team Management page)
Familiarity with credit report terminology and funding product types

Quick Links

Funding Queue: /admin/internal/funding-queue
My Queue: /admin/internal/funding-queue?tab=my-queue (bookmark this to always land on your personal queue)
Contact Detail: Click any contact name in the queue to open /admin/internal/contact
Invoices: /admin/internal/invoices (also accessible via the Invoices button in the queue header)
AR Dashboard: Accessible from the Invoices area — shows aging report and outstanding balances
Help & SOPs: Click the Help & SOPs button in the queue header to access live documentation, Scribe walkthrough, and PDF download
Operator Docs: docs.myfundingmachine.com
Global Search: Press Cmd+K from anywhere to search contacts across all locations

Definitions

Processing Submission Statuses

These track the overall state of a contact’s submission through the processing pipeline.

Status	Label	Type	Meaning
`funding_plan_needed`	Funding Plan Needed	Active	New submission; no processor has claimed it yet
`processing_in_progress`	Processing In Progress	Active	A processor has claimed and is actively working it
`additional_info_required`	Additional Info Required	Active	Blocked waiting for information from the client or operator
`card_processing_complete`	Card Processing Complete	Terminal	All card stacking plans are finalized
`tl_processing_complete`	TL Processing Complete	Terminal	All term loan plans are finalized
`closed_no_longer_processing`	Closed - No Longer Processing	Terminal	Contact cancelled, disqualified, or otherwise closed out

Funding Plan Statuses

These track individual funding plans within a contact’s submission.

Status	Meaning	Your Action
Pending	New plan, not yet reviewed	Begin review and update
In Progress	Actively being worked	Continue processing
Applied	Application submitted to lender	Wait for lender response
Approved / Lender Approved	Lender approved the funding	Record approved amount, move to complete
Declined / Lender Rejected	Lender declined	Document reason, try next option or close
Completed / Funded	All work finished on this plan	Done

Funding Types

Type	Description	Best For
Card Stacking	Multiple personal/business credit cards; typically $5K-$ 100K total	Good credit, established history
Smart Card Stacking	AI-recommended card order based on bureau and score (marked “Auto”)	Same as above; system-optimized
Term Loan	Single lump sum loan with fixed payments	Established profiles with income proof
MCA	Merchant cash advance based on business revenue; requires 12+ months in business, $10K+ monthly revenue	Businesses that don’t qualify for traditional lending
SBA Loan	Government-backed small business loan; requires 2+ years in business, 700+ score, $20K+ monthly revenue	Established businesses seeking best rates

SLA Tiers

Time in Queue	Indicator	Action
0-2 days	Green	Normal priority
2-3 days	Yellow	Prioritize today
3+ days	Red	Overdue — handle immediately

Procedure

Phase 1: Queue Triage

Step 1: Open the Funding Queue

Log in to Lead Built
Navigate to Admin > Internal > Funding Queue
The queue loads showing all accounts across all locations

Step 2: Start from My Queue

Click the My Queue tab (or bookmark /admin/internal/funding-queue?tab=my-queue to land here automatically)
My Queue shows only items claimed by you, sorted by SLA urgency (red items first, then yellow, then green)
This is your daily starting point — work the most urgent items at the top first

Tip: Bookmark ?tab=my-queue so you always start your day on your personal queue.

Step 3: Review Stats Cards

At the top of the queue page, review the summary stats:

Card	What It Shows
Total	Total number of active funding plans
Unassigned	Plans with no processor assigned — these need to be claimed
Approaching SLA	Plans nearing or past the 3-day SLA target
By Status	Breakdown of plans by current status (Pending, In Progress, etc.)

Step 4: Prioritize Your Work

Start from My Queue — work through your claimed items in SLA order (most urgent first)
Check Unassigned count on the All Items tab — claim or pull new items if capacity allows (see Phase 2)
Check SLA indicators — prioritize anything in yellow or red
Use the SLA filter on the All Items tab to surface overdue items across the entire queue

Step 5: Apply Filters as Needed

The queue supports filtering by:

Status: All, Pending, In Progress, Applied, Approved, Declined, Completed
Funding Type: Card Stacking, Term Loan, MCA, SBA, etc.
Assignment: All, Unassigned, My Assigned, specific processor
SLA: All, Approaching, Overdue
Search: Free-text search by contact name

Phase 2: Claim Work

Work is distributed to processors via smart auto-assign with round-robin. The system automatically assigns incoming submissions to active processors on the team roster, distributing work evenly. You can also claim work manually.

Step 6: Pull Next (Recommended)

Click the Pull Next button at the top of the queue
The system auto-claims the most urgent unclaimed item and assigns it to you
The submission status changes to Processing In Progress and appears in your My Queue
This is the fastest way to pick up new work — the system selects the highest-priority item for you

Step 7: Manual Claim from All Items

If you want to choose a specific item instead:

Switch to the All Items tab
Locate an unassigned row in the queue (no processor name shown)
Click Claim on the submission row
The system will:
- Set the submission status to Processing In Progress
- Assign your name to the submission
- Auto-assign any unassigned funding plans for that contact to you
Verify your name now appears on the row

Best practice: Between Pull Next and manual claim, prefer Pull Next — it ensures the most urgent work gets handled first. Use manual claim only when you need a specific item (e.g., a follow-up from yesterday).

Step 8: Reassign or Release (If Needed)

To hand off work: use Reassign and select another processor from the list
To release back to the pool: use Unassign (resets status to Funding Plan Needed and makes it available for auto-assign)
If leaving for the day with claimed items, reassign to a teammate — do not leave items stuck

Note: Admins manage the processor team roster from the Processor Team Management page. If you are not receiving auto-assigned work, confirm with your admin that you are active on the roster.

Phase 3: Review the Contact

Step 9: Open the Contact Detail Page

Click the contact name in the queue row
This opens the internal contact page (/admin/internal/contact) with:
- Contact info header (name, email, phone, location)
- Processing submission status card with status dropdown
- Credit report hero section
- Activity timeline (see Step 10)
- Tabbed detail view (Funding Plans, Communication, Credit Report, Agreements, Invoices, Details)

Step 10: Review the Activity Timeline

Every contact has a unified Activity Timeline on their detail page showing the complete processing history at a glance:

Event Type	What It Shows
Status Changes	Every submission and plan status transition with timestamps
Claims	When the contact was claimed and by whom
Assignments	Auto-assign events, reassignments, and releases
Notes	All processor notes in chronological order
Invoice Events	Fee generation, charges, payments, waivers, and write-offs

Use the timeline to quickly understand where a contact stands without digging through individual tabs — especially useful when picking up a handoff from another processor.

Step 11: Review the Credit Report

In the credit hero section, check these key metrics:

Metric	Target	Notes
Credit Score	680+ ideal, 650+ conditional	Below 650 may not qualify
Late Payments	30/60/90 day counts	Check recency — recent lates are worse
Inquiries	Low 6-month and 12-month counts	Too many inquiries may require removal
Derogatory Items	Zero	Bankruptcies, charge-offs, collections
Utilization	Under 30% ideal, under 45% acceptable	Over 45% typically needs paydowns

Step 12: Check the Underwriting Decision

Revolving Credit (Card Stacking):

Decision	Meaning	Next Steps
Qualified - Pending Review	Clean profile, ready to apply	Proceed with card applications
Qualified w/ Paydowns	High utilization, needs balance reduction	Calculate paydowns, advise client
Qualified w/ Inq Removal	Too many recent inquiries	Dispute inquiries first
Qualified w/ Credit Repair	Minor derogatories to address	Credit repair steps, then reprocess
Doesn’t Qualify	Hard stop criteria hit	Review decline reason, consider alternatives

Term Loans:

Decision	Meaning
TL Qualified - Pending Review	Meets all term loan criteria
TL Manual Review - [Reason]	Close but needs human judgment
TL Declined - [Reason]	Does not meet criteria

Step 13: Verify Required Information

Before proceeding, confirm:

Contact has a pulled credit report (visible in the Credit Report tab)
Business information is present if needed (for term loans, MCA, SBA)
Funding recommendations are available
All required documents or agreements are in place (check Agreements tab)

If anything is missing, set the submission status to Additional Info Required and add a note specifying what is needed.

Phase 4: Work the Funding Plans

Step 14: Update Individual Plan Statuses

Navigate to the Funding Plans tab on the contact detail page
For each plan in the contact’s file:
- Review the plan type, card/lender, and current status
- Update the status as you progress (Pending -> In Progress -> Applied -> Approved/Declined -> Completed)
- Add notes at each status change documenting what was done
Notes are timestamped with your name automatically

Step 15: Use Inline Editing (From the Queue)

Back in the Funding Queue, you can also:

Use the inline status dropdown to change a plan’s status directly from the table row
Use the inline assignee selector to reassign individual plans
These changes take effect immediately without opening the contact page

Step 16: Handle Common Scenarios

High Utilization (Qualified w/ Paydowns):

Check paydown recommendations in the contact details
Note which cards need paydown and the target balances
Communicate to client/operator: “Pay [Card X] down to [$Y] before we proceed”
Set plan status to In Progress with a note about the pending paydown
Follow up after paydown is confirmed

Too Many Inquiries (Qualified w/ Inq Removal):

Note how many inquiries need removal
Advise client to dispute inquiries (or use a credit repair service)
Set plan status to In Progress with a note
Reprocess after inquiries drop

Thin Credit File:

Check if the term loan path is available
Consider recommending starter cards to build history
May need to decline or defer with a credit-building plan

Missing Client Information:

Add an internal comment requesting the specific information needed
Set the submission status to Additional Info Required
Note what is needed in the funding plan notes
Follow up with the client or operator

Term Loan Submission:

From the contact detail page, use the Submit Term Loan dialog
Fill in required business details (revenue, time in business, etc.)
Submit and monitor the submission status (Pending -> Submitted -> Success/Error)

Step 17: Add Notes Throughout

Use the Edit button on any funding plan to add timestamped notes
Keep notes factual and actionable (e.g., “Applied to Chase Ink Unlimited, awaiting response” not “working on it”)
Use the Team Communication panel (message icon) for handoffs, questions, or escalations — these appear in the GHL conversation thread
Review the Activity Timeline on the contact detail page to verify your notes and status changes are recorded

Phase 5: Complete Processing

Step 18: Finalize All Funding Plans

For each plan in the contact’s file, ensure it has a terminal status:

Approved / Lender Approved: Record the approved amount
Declined / Lender Rejected: Document the decline reason
Completed / Funded: Mark when all steps are done

Step 19: Add a Summary Note

Before closing out the submission:

Add a final note summarizing the overall outcome
Include total approved amount (if applicable)
Note any follow-up items or conditions

Example:

Processing complete. 3 of 5 cards approved for $47,500 total.
2 cards declined (insufficient history). Client notified via operator.

Step 20: Update the Submission Status

On the contact detail page, use the submission status dropdown at the top
Select the appropriate terminal status:
- Card Processing Complete — if the submission was for card stacking
- TL Processing Complete — if the submission was for a term loan
- Closed - No Longer Processing — if cancelled, disqualified, or no longer viable
The operator will see the updated status on their end

Step 21: Verify Completion

Before moving on, confirm:

All individual funding plans have a final status
The submission status is set to a terminal value
A summary note has been added
No plans are left in Pending or In Progress
Check the Activity Timeline to verify the full processing history looks correct

Phase 6: Invoices, Payments, and Accounts Receivable

Step 22: Navigate to Invoices

Click the Invoices button in the Funding Queue header, or navigate directly to /admin/internal/invoices
The invoices page has two views:
- Operator Invoices for read-only invoice review and payment history
- Processing Fees for fee collection workflows across locations

Step 23: Review Operator Invoices

Use the Operator Invoices tab to review invoice details without collecting payment from this screen:

Filter by status when you need to narrow the list
Review the key invoice columns:

Field	What to Check
Invoice #	Matches the operator invoice you are reviewing
Total	Original invoice amount
Balance	Remaining unpaid amount
Status	Draft, Sent, Viewed, Partial, Paid, Overdue, Written Off, Failed
Date Info	Due date, paid date, or created date depending on invoice status
Created By	Team member who created the invoice

Use the actions menu to open View Payments when you need the payment timeline

Step 24: Review Processing Fees

For each completed submission with approved funding, the system generates a processing fee. Review:

Field	What to Check
Contact Name	Matches the completed submission
Total Funding Amount	Matches the approved amount from the plans
Fee Amount	Calculated based on the fee tier and rate
Fee Tier / Rate	Appropriate for the funding amount
Status	Pending, Charged, Failed, or Waived

Step 25: Process Fee Actions

Depending on the fee status:

Charge Now: For pending fees ready to be collected — click Charge from the row actions menu
Waive: If the fee should be waived (requires a note explaining why) — click Waive and enter the reason
Retry: For previously failed charges — click Retry from the row actions menu
Filter by status (Pending, Charged, Failed, Waived) to focus on items needing attention

Step 26: Review Payment History

Each invoice maintains a Payment History table showing all past transactions:

Open the actions menu on the invoice row
Click View Payments
Review:

View all payments, partial payments, and refunds associated with an invoice
Track running balance to see how much remains outstanding
Use payment history to reconcile discrepancies or answer operator questions about charges

Step 27: Monitor the AR Dashboard

The AR Dashboard provides a high-level view of outstanding balances across all locations:

Access the AR Dashboard from the Invoices area
Review the Aging Report buckets:

Aging Bucket	Description	Action
0-30 days	Current invoices	Normal follow-up cadence
31-60 days	Approaching overdue	Send reminder; escalate if no response
61-90 days	Significantly overdue	Escalate to management; consider payment plan
90+ days	Severely delinquent	Management decision required (collect or write off)

Use the dashboard to:
- Identify locations with high outstanding balances
- Track collection trends over time
- Prioritize follow-up on aging invoices
- Report on overall receivables health to management

Quality Checks

Before marking any submission as complete, verify:

All funding plans have a terminal status (Approved, Declined, Completed, or Funded)
The submission status is set to a terminal value (Card Processing Complete, TL Processing Complete, or Closed)
A summary note has been added with the outcome
The approved amount is recorded on approved plans
Decline reasons are documented on declined plans
No plans remain in Pending or In Progress
Processing fees have been reviewed (if applicable)
The Activity Timeline reflects the complete processing history

Communication Guidelines

Internal Notes (Funding Plan Notes)

Use the Edit button on any funding plan
Notes are timestamped with your name
Keep notes factual, specific, and actionable
Good: “Applied to Chase Ink Unlimited 4/6, reference #12345”
Bad: “Working on it”

Team Communication Panel

Use the message icon to open the Team Communication panel
Messages appear in the GHL conversation thread
Use for: Handoffs to other processors, questions to the team, escalation notes

Client/Operator Communication

Operators see the final submission status and plan statuses on their dashboard
For questions during processing, use internal comments (not direct client contact)
For major issues (disputes, complaints), escalate to management

Escalation Path

Level	Action
1	Check this SOP for guidance
2	Ask a teammate in Slack or the Team Communication panel
3	Tag your manager in an internal comment on the contact
4	Call or text your supervisor (for emergencies)

Tips for Speed

Start from My Queue — Begin every session on the My Queue tab; items are pre-sorted by SLA urgency so you always work the most critical item first
Use Pull Next — Let the system pick your next item instead of scanning the full queue manually
Batch similar work — Do all paydown calculations together, all card applications together
Use inline editing — Update statuses directly from the queue table when possible
Pre-check before claiming — Glance at the credit summary in the expanded row before committing
Write good notes — Detailed notes now save time on follow-ups later
Use filters aggressively — Filter by SLA, status, or assignment to focus your workflow
Use global search (Cmd+K) — Instantly find any contact by name, email, or phone across all locations without scrolling through the queue
Toggle demo mode (Cmd+Shift+D) — Masks PII data on screen; use this during funding review calls, screen shares, or demos to protect client information
Use Admin Impersonation — The “View as Operator” feature lets you see the app from an operator’s perspective; useful for debugging operator-reported issues or verifying what they see after you complete processing
Check the Activity Timeline — When picking up a handoff, scan the timeline instead of reading through every tab to get up to speed quickly
Do not spin — If stuck on one contact for more than 30 minutes, escalate or move on

Keyboard Shortcuts

Shortcut	Action
`Cmd+K`	Open global cross-location search (find contacts by name, email, phone)
`Cmd+Shift+D`	Toggle demo mode (masks PII data for screen sharing and demos)

Troubleshooting

Issue	Solution
Queue not loading	Verify admin location access; refresh the page; check internet connection
Cannot claim a submission	Confirm you have a valid processing user ID; check that the item is not already claimed
Not receiving auto-assigned work	Confirm with your admin that you are active on the Processor Team Management roster
Pull Next button shows nothing available	All items are currently claimed; check back later or review your My Queue
My Queue is empty but I have claimed items	Refresh the page; verify you are logged in with the correct processing user ID
Contact detail page shows no credit report	The credit report may not have been pulled yet; check the Credit Report tab for status
Activity timeline not showing events	Refresh the page; events appear after a brief processing delay
Underwriting decision missing	The credit report may still be processing; wait and refresh
Status update fails	Refresh the page and retry; if persistent, check your admin session is still valid
Inline editing not working	Ensure `enableInlineEditing` is active; try opening the contact detail page instead
Fee charge fails	Check the payment method on file; use Retry after resolving the issue; add a note
Cannot find Pay or Write Off on operator invoices	Expected behavior: the Operator Invoices tab is read-only; use View Payments to review history
AR Dashboard not loading	Verify you have access to the invoices area; refresh the page
Global search (`Cmd+K`) returns no results	Try searching by a different field (name, email, or phone); check spelling
Cannot see submissions from a specific location	Verify you have cross-location (super admin) access; check the location filter
Demo mode not toggling	Press `Cmd+Shift+D` again; ensure focus is on the app window, not a dialog

Frequency

Task	Frequency
Start from My Queue	Start of each business day
Pull Next / claim new items	After completing current items or every 4 hours
Working claimed items	Continuously throughout the day
SLA review	At least twice daily (morning and afternoon)
Invoice/fee review	After completing each submission, or weekly batch
AR Dashboard review	Weekly (or as directed by management)
Unassigned item check	Every 4 hours during business hours

FAQ

Q: Can I process items from any location? A: Yes. The admin queue shows submissions from all locations. Each contact belongs to their operator’s location, but you can claim and process any of them. Q: What is My Queue and how is it different from All Items? A: My Queue shows only the items you have claimed, sorted by SLA urgency (most urgent first). All Items shows the full queue across all processors. Start your day on My Queue to focus on your work, and switch to All Items when you need to claim new items or get a broader view. Q: How does auto-assign work? A: The system uses round-robin to automatically distribute new submissions to active processors on the team roster. Work is balanced evenly across the team. If you are not receiving auto-assigned work, ask your admin to verify you are active on the Processor Team Management page. Q: What is the difference between Pull Next and manual claim? A: Pull Next automatically selects and claims the most urgent unclaimed item for you — it is the fastest and recommended way to pick up work. Manual claim lets you choose a specific item from the All Items tab. Use Pull Next by default; use manual claim only when you need a particular submission. Q: What if I need to leave and have claimed items? A: Reassign to a teammate or unassign back to the pool. Never leave items stuck with no one working them. Unassigned items will be available for auto-assign to other processors. Q: What if the underwriting decision seems wrong? A: Add a note on the contact, flag it for manager review. Do not override an underwriting decision without explicit approval. Q: What if a client is upset about a decline? A: Document the concern in a note and escalate to management. Do not make promises or commitments to the client. Q: How do I know if a submission is truly complete? A: Every funding plan has a terminal status (Approved, Declined, Completed, or Funded), the submission status is set to a terminal value, and a summary note has been added. Check the Activity Timeline for a complete picture. Q: What is the difference between submission status and plan status? A: The submission status tracks the overall processing lifecycle of a contact (Funding Plan Needed through Card/TL Processing Complete). Plan statuses track individual funding plans within that submission (each card application, each loan, etc.). A submission is not complete until all its plans are finalized. Q: Can I delete a funding plan? A: Yes, use the delete option from the queue table row actions. This is appropriate for duplicate plans or plans added in error. Add a note explaining why the plan was removed. Q: How do I submit a term loan for a contact? A: Open the contact detail page and use the Submit Term Loan dialog. Fill in the required business details and submit. Monitor the status in the contact’s funding plans tab. Q: Can I record a payment or write off a balance from the Operator Invoices tab? A: No. The Operator Invoices tab is read-only. Use it to review balances, statuses, and payment history via View Payments. Q: How do I check the aging status of outstanding invoices? A: Open the AR Dashboard from the Invoices area. The aging report shows balances in 0-30, 31-60, 61-90, and 90+ day buckets across all locations. Q: What does demo mode do? A: Pressing Cmd+Shift+D toggles demo mode, which masks all PII (names, emails, phone numbers, etc.) on screen. Use it during funding review calls, screen shares, or demos to protect client information. Toggle it off when you are done. Q: What is “View as Operator” mode? A: Admin Impersonation lets admins see the app exactly as a specific operator would see it. A banner indicates you are in impersonation mode. Use it to debug operator-reported issues or verify what operators see after you complete processing.

SOP: Paying Commissions
SOP: Updating Appointment Statuses
Operator Documentation: docs.myfundingmachine.com

Revision History

Version	Date	Author	Changes
1.0	2026-04-06	Operations	Initial version (replaces Processor Guide)
1.1	2026-04-06	Operations	Replaced static screenshots with Scribe interactive walkthrough
2.0	2026-04-07	Operations	Added My Queue view with SLA-sorted personal queue; smart auto-assign with round-robin and Pull Next; Activity Timeline on contact detail; operator invoice review and payment history guidance; AR Dashboard with aging report; global cross-location search (Cmd+K); admin impersonation mode (View as Operator); demo mode (Cmd+Shift+D) for PII masking; Help Center integration with live docs; keyboard shortcuts section; updated daily workflow, FAQ, and troubleshooting

Getting Started

Funding

Billing

​SOP: Admin Processing (Funding Queue)

​Interactive Walkthrough

​Purpose

​Scope

​Prerequisites

​Quick Links

​Definitions

​Processing Submission Statuses

​Funding Plan Statuses

​Funding Types

​SLA Tiers

​Procedure

​Phase 1: Queue Triage

​Step 1: Open the Funding Queue

​Step 2: Start from My Queue

​Step 3: Review Stats Cards

​Step 4: Prioritize Your Work

​Step 5: Apply Filters as Needed

​Phase 2: Claim Work

​Step 6: Pull Next (Recommended)

​Step 7: Manual Claim from All Items

​Step 8: Reassign or Release (If Needed)

​Phase 3: Review the Contact

​Step 9: Open the Contact Detail Page

​Step 10: Review the Activity Timeline

​Step 11: Review the Credit Report

​Step 12: Check the Underwriting Decision

​Step 13: Verify Required Information

​Phase 4: Work the Funding Plans

​Step 14: Update Individual Plan Statuses

​Step 15: Use Inline Editing (From the Queue)

​Step 16: Handle Common Scenarios

​Step 17: Add Notes Throughout

​Phase 5: Complete Processing

​Step 18: Finalize All Funding Plans

​Step 19: Add a Summary Note

​Step 20: Update the Submission Status

​Step 21: Verify Completion

​Phase 6: Invoices, Payments, and Accounts Receivable

​Step 22: Navigate to Invoices

​Step 23: Review Operator Invoices

​Step 24: Review Processing Fees

​Step 25: Process Fee Actions

​Step 26: Review Payment History

​Step 27: Monitor the AR Dashboard

​Quality Checks

​Communication Guidelines

​Internal Notes (Funding Plan Notes)

​Team Communication Panel

​Client/Operator Communication

​Escalation Path

​Tips for Speed

​Keyboard Shortcuts

​Troubleshooting

​Frequency

​FAQ

​Related Documents

​Revision History