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Lender innovation key to success

by Jessica Darnbrough6 minute read

Lender 'innovation' is important in mortgage broking, so long as it's not a euphemism for complexity, ING DIRECT’s Lisa Claes has claimed.

Speaking to The Adviser, Ms Claes said it is essential for all lenders to be constantly innovating around product, policy and service.

“Innovation can help with efficiency and at ING DIRECT that is something we are looking at closely,” she said.

“We are constantly looking at how we can make the processing side of the business more efficient for our brokers and their clients.

“Innovation, particularly around service, is essential in today’s landscape so long as innovation doesn’t become a euphemism for complexity.”

ING DIRECT has made a number of innovative decisions of late, including the introduction of desk-based business development managers and relationship managers.

In addition, the lender recently released a consumer mobile app that allows customers to check all of their ING DIRECT accounts at once.

“It is a customer-built app with all the functionality that they want and need. We haven’t stuffed it full of complex features, but rather made it very user-friendly,” Ms Claes said.

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