Mortgage operation for start-up bank

The challenge

A start up bank wanted to develop a customer-centric and values-led mortgage operation, including: the design and implementation of new systems, operations, and procedure build and training material.

The solution

• Designed and implemented best practice processes for new operation, including: system capability and controls for launch; transfer of mortgage arrears process flows into procedures; scripting for arrears case handlers based around procedures/training material/regulatory requirements.
• Devised full module-based, customer-centric training programme for customer service representatives and supervisors, covering pre-arrears, early-arrears, late-arrears and recoveries.
• Training included modules on Emotional Quotient (EQ), Treating Customers Fairly (TCF), system navigation, understanding the customer, best practice, essential reporting, regulatory compliance, and an assessment test.

The results

• Organisation achieved its aim of being customer-centric and values-led.
• Client able to mitigate risk and deliver early benefits.
• Received a fully functional operation in line with regulatory requirements.
• Provided with emerging strategies and tools.
• Tailored training platform enabled the bank to roll-out in full or pick selected modules appropriate to use.
• Knowledge transfer from Arum to client to utilise independently.
• Training enabled operation and staff to be ahead of the regulatory game and focus.