From Fragmented Risk to Intelligent Lending: ​The Future of Mortgage P&L

Celonis Home Mortgage Manager App powered by ProcessLab

Banks face significant challenges in delivering fast, transparent mortgage approvals while simultaneously reducing high operational costs. The mortgage application process is a key competitive differentiator, yet many banks struggle with a complex, multi-party operational process that creates internal friction and customer anxiety. This challenge is further intensified by increased competition from new entrants and non-bank lenders.

Current methods fall short due to the absence of real-time, end-to-end process intelligence, leading to an "Execution Gap" that hampers efficient resource use and rapid service delivery:

Fragmented Workflow: The multi-stage mortgage approval process involves numerous handoffs across different teams (origination, sales, compliance, etc.) and external parties (attorneys, appraisers). This fragmentation results in a lack of a single source of truth, leading to manual handovers, excessive rework, and lost data.

Lack of Intelligence: Reliance on static reports prevents dynamic insights into improvement opportunities, hindering effective prioritization of applications based on profitability, customer segments, or speed targets. This causes resources to be wasted on managing symptoms rather than addressing the underlying issues.

Costly Customer Friction: The slow, opaque manual process forces customers to rely on frontline support for updates, significantly increasing the bank's cost-to-serve and transforming what should be a seamless journey into a stressful experience.

The Home Mortgages Manager transforms the fragmented loan origination process into a streamlined operation. By providing end-to-end process visibility, the app identifies opportunities to maximize productivity and eliminate inefficiencies, enabling banks to deliver rapid approval turnaround times and differentiate themselves in the market.

The focus for Home Mortgages Managers is to enhance process visibility, speed, effectiveness, and quality in loan origination, ultimately addressing the need for fast approvals and cost reductions.

• Increase Revenue: Improve conversion rates, cross-selling volumes, and minimize customer leakage.
• Boost Productivity: Track rework rates, automation rates, and reduce unnecessary customer calls.
• Enhance Customer Satisfaction: Reduce time to approval and cash disbursement while improving NPS and products per customer.

Agenda:

16:00 - 16:05: Webinar Introduction

Thaminne Oliveira, Global Lead of Partnerships, ProcessLab

16:05 - 16:20: Introduction to the Use Case & App

Joaquim Nogueira, Global Banking Solutions Lead, ProcessLab

16:20 - 16:40: Demo

Michael Gledhill , VE ABSA & Standard Bank, Celonis

16:40 - 16:50: Q&A with presenters and audience

Thaminne Oliveira, Global Lead of Partnerships, ProcessLab & Celonis

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