Bankwest general manager of broker sales Stewart Saunders said that the new portal gives brokers access to information on both in-flight applications and existing customer loans and is evidence of the bank’s commitment to evolving and improving its broker offering.
“Feedback from brokers who have piloted the home lending portal over the last few months has been exceptional and the portal sets a new standard for access to information for brokers,” he said.
The portal, which has been rolled out to all Bankwest brokers during July, is part of a broader project to provide a simple, world class application experience for small business and home loan customers.
The portal will initially allow brokers to track real-time status and critical information on current home loan applications, monitor existing loans and access a range of other helpful information.
Bankwest general manager — customer transformation Jarod Avila said the new initiative reflects the importance that Bankwest places on its relationship with its broker partners.
“For the first time, brokers will be able to see a range of information about their existing loans such as rate, balance, repayments and term, all available in real time.
This will really enhance the service they can provide their customers by allowing easy access to a customer’s current loan position, enabling them to provide accurate, on the spot, advice,” he said.
The portal will also provide brokers with actions dates, next steps and progress. The contact details of their individual ‘case owner’ will also be available. This is the ‘go to’ person who handles all matters relating to the processing of their loan. Brokers can also access ‘live chat’ within the portal in the event that their case owner is not available.
Mr Avila said that the Bankwest Home Loan Application Tracker, launched in November last year, was the start of the journey to make home loan applications simple for home owners.
“The Home Lending Portal builds on the introduction of the Application Tracker by making it easier for our brokers to deliver a simple, world class experience for their customers. By putting the right information at brokers’ fingertips in a simple way, we’re making it easier for them to best serve their customers," he said.
The portal will be designed and delivered in multiple stages, with functionality added over time. In later stages, a variety of tools will be added to help brokers more quickly and easily progress their customers’ applications through to settlement.