The client is a UK-based retail bank with operations across Europe, USA, and Asia. Their mortgage team was struggling with lengthy and numerous incoming customer calls regarding overpayment calculations. Realizing they needed a smarter way to handle customer queries, the bank partnered with Infosys to deploy an online self-service mortgage portal that saw rapid adoption among customers, faster approvals, and better compliance.
Key Challenges
- High SME dependence – On average, each employee of the mortgage operations team received 125 calls a day and 60,000 calls a year regarding requests for overpayment calculations, with each call being 20 – 25 minutes long
- Need for an integrated solution – The bank needed a partner to deploy an online self-service mortgage application that would reduce the number of incoming calls and enhance productivity
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The Solution
Mortgage approvals as a service
Infosys designed, developed, and implemented a Mortgage Self Service/Mortgage Market Review (MSS/MMR) application
Compliant and phased implementation
- Compliant and phased implementation
- Infosys gave customers alternate channels to do business with the bank, enhanced self-service options, and ensured Financial Conduct Authority (FCA) compliance
Benefits
Added two new services, helping the client scale from 130,000 switcher customers to 600,000 customers
Enabled inbuilt self-service options, leading to higher popularity and customer approvals
MMR compliance cemented the bank’s status as a responsible lender
Reduced the total number of calls received per day by 250
