By: Jessica Darnbrough
Just two months after NAB was ranked the lowest of the majors in the Third Party Banking report, Homeside has achieved a dramatic turnaround, recording its highest ever volume settlements in May.
The lender eclipsed its previous best month by $100 million – a clear indication that competitive pricing and improved turnaround times have struck a chord with brokers.
According to NAB Partnerships executive general manager Matt Lawler, the surge in business was underpinned by a range of service enhancements including an increase in operational capability and policy and process changes as well as increased broker access to service and support teams to improve issues resolution during the application process.
“We’re delighted with the result we achieved in May. It is great to see results from the investments we are making to improve our end-to end mortgage experience,” Mr Lawler said.
“We’ve also been extremely encouraged by the responses we have received from brokers – particularly their strengthened support and confidence in recommending their clients use Homeside.”
But despite the positive performance, Mr Lawler acknowledged that there is still more work to be done.
“We’ve identified a series of limitations in our approach to delivering a robust mortgage experience and have taken step to address this,” he said.
“Firstly, starting on 21 June 2010, Charles Weiser will join NAB to assume the role of general manager, Homeside Service Experience to drive the end-to-end customer experience for Homeside.
“This role will deliver a more coordinated approach to the way operational delivery and support teams work together.
“Secondly, we have combined a number of different teams throughout NAB who are involved in the mortgage process to create efficiencies in the management of mortgage applications. This new team will report to Charles.
“We believe these changes will ensure greater oversight of the end-to-end process from application to settlement and create a much better experience for our brokers and their clients.”
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