When providing credit assistance, you may receive communication and supporting documents from a client in a language other than English. The following processes outline how you handle the correspondence and supporting documentation and will depend on whether the information is written using English characters or non-English characters.
Communication includes:
Emails
Texts
Letters
Fascimiles
Supporting documents includes but is not limited to:
Identification documents
Bank Statements
Employment documents
Communication and supporting documentation in a language which uses non-English characters (such as Mandarin, Russian, Arabic, Japanese)
All supporting documentation must be supplied in the customer's national language
Bank statements must be stamped by the customer's local branch to certify they are correct and should not be sourced from the internet
Non –English supporting documentation must be translated into English by an accredited translator
Non-English employment documentation must be translated into English by an accredited translator
You can locate a local translator through NAATI at www.naati.com.au/online. NAATI translation is provided for a fee
Mercury will not be able to identify emails and texts in other language characters. You will need to PDF the communication (copies of emails and screenshots of text messages) and attach these in Mercury.
Supply a detailed interpretation of the information contained within the correspondence, taking care to highlight details that align/impact with NCCP requirements and the loan submission.
In your notes, be sure to reference the file name that corresponds to your notes
Communication correspondence in a language other than English AND written in English characters i.e. Italian, French, Spanish, and Swedish
Name and Save the attachment as a pdf file
Upload the attachment in Mercury in this format
In your notes, be sure to reference the file name that corresponds to your notes
You can use the email add-in option for communication in other languages however you will need to translate the communication and highlight details that align/impact with NCCP requirements and the loan submission.
If you have any questions relating to this topic contact [email protected]