Login
ISCOVER
The customer-owned banking group aims to improve the mortgage fulfilment process at its two bank brands through a new partnership with MSA National.
Customer-owned banking group P&N Group has partnered with legal services firm MSA National to streamline home loan fulfilment at its retail brands, P&N Bank and BCU Bank.
The partnership – which was formed in April – has already resulted in faster turnaround times and a more digital process for brokers, according to the group.
Process improvements include enhanced contract packs, instant contract generation, digital delivery and signing, real-time application tracking, and access to an expert settlement partner for new lending and discharges.
It comes after a five-year transformation program at the mutual banking group, which was formed to provide brokers with a “faster and more consistent experience that retains the all-important personal connection”.
Mark Smyth, P&N Group chief retail banking officer, said: “We’re focused on delivering standout customer experiences at the moments that matter for our brokers and their clients, and that includes receiving and signing their home loan documents.
“Through MSA, our overall home loan process has been streamlined to reduce touch points, allowing us to service our brokers in a timely manner.
“Over the first six weeks since rolling onto MSA National, we’ve seen 90 per cent of documents sent and signed digitally by our customers.
“Turnaround times have improved significantly, with documents being returned in two days, and the time from documents being sent to settlement sitting at around ten days.”
Smyth also said that the banking group remained focused on retaining a personal connection with its brokers and customers.
“We remain committed to delivering an exceptional broker and customer experience by continuously enhancing our services and products and always listening to feedback to improve the way we do things,” Smyth said.
“Whether customers prefer visiting our branches, calling our contact centre, or engaging with us digitally, our focus remains on providing seamless, transparent, and personalised service.”
New broker accreditation
P&N Group also announced it had recently launched a new broker accreditation eLearning module through learning platform Reach360.
Shifting sessions previously held in person to online aim to make it easier for brokers to complete the module at a time that suits their schedule, according to P&N Group, so they can focus on their business and clients.
“To ensure we maintain the important personal relationships with our brokers, our BDMs will reach out to new brokers after they have been onboarded,” Smyth said.
“The initial feedback has been really positive, and we look forward to continuing to refine and evolve the eLearning offering.
“It’s all part of our mission to deliver a better broker experience and pave the way for a more streamlined mortgage process that makes life easier for our brokers and their clients.”
Evolving proposition
Western Australia-based P&N Bank recently received a strong result in Broker Pulse’s 2025 Third-Party Lending Report, where it was ranked highest of the nine mutuals included in the survey.
The survey of more than 1,000 brokers, led by the lending insights division of Agile Market Intelligence, saw P&N Bank receive a rating of 80 per cent of a maximum score from 99 brokers across the 16 attributes measured.
The mutual bank scored well above the industry average across several attributes, including BDMs, call centre support, and credit assessment employees.
[Related: Brokers reveal the new standard in broker-lender partnerships]
JOIN THE DISCUSSION