Digital Mortgage Origination

Challenge

A multinational financial institution decided to digitize their mortgage origination service in Europe, while keeping good balance with their core offering of financial products and services distributed through the network of independent financial advisors. The digital mortgage needed to be concluded in the Execution-Only mode, in compliance with the regional regulations.

Solution

What we did to support our client:

We designed the consumer digital onboarding flow, taking into account customer's mortgage product acceptance guides and financial calculation rules.
Together with the customer, we defined and implemented the financial literacy test, fulfilling the eligibility criteria for an Execution-Only product with great conversion rate.
In order to maximize the potential of this sales channel, we set up the process of Omnichannel customer onboarding, where the clients falling out of the eligibility for a do-it-yourself mortgage are handed over to mortgage advisors.
We performed customization of the user interface and the reporting of our Digital Onboarding Platform, bringing it in line with customer's brand book, UI guidelines, and operational processes.
We integrated our Digital Onboarding Platform with the customer's digital service delivery infrastructure, as well as with various value-added service providers, platforms, networks.
We facilitated a partnership agreement with a company accredited to provide financial advice to consumers, designed and set up the "application coach" operational process enabling customer support through various digital channels.

Solution

What we did to support our client:

We designed the consumer digital onboarding flow, taking into account customer's mortgage product acceptance guides and financial calculation rules.
Together with the customer, we defined and implemented the financial literacy test, fulfilling the eligibility criteria for an Execution-Only product with great conversion rate.
In order to maximize the potential of this sales channel, we set up the process of Omnichannel customer onboarding, where the clients falling out of the eligibility for a do-it-yourself mortgage are handed over to mortgage advisors.
We performed customization of the user interface and the reporting of our Digital Onboarding Platform, bringing it in line with customer's brand book, UI guidelines, and operational processes.
We integrated our Digital Onboarding Platform with the customer's digital service delivery infrastructure, as well as with various value-added service providers, platforms, networks.
We facilitated a partnership agreement with a company accredited to provide financial advice to consumers, designed and set up the "application coach" operational process enabling customer support through various digital channels.

Results

The solution has been successfully launched, added to the customer's operation, and is serving Execution-Only customers, originating mortgages with a high conversion rate. In combination with the do-it-yourself mortgage, the platform also facilitates cross-selling of other relevant products (eg insurances, bank guarantees, valuation reports and others).

Challenge

Solution

Solution

Results

< Previouse case study

All services and case studies

Next case study >