P&N Group, through its P&N Bank and BCU Bank retail brands, has partnered with MSA National to deliver a step change in our home loan fulfilment process for brokers and their clients.
The partnership has seen P&N and BCU provide improved contract packs, instant contract generation, digital delivery and signing, real-time application tracking, and an expert settlement partner for new lending and discharges.
The benefits being realised by brokers has been instant, with feedback from one of P&N Bank’s broker partners confirming: “I have always found the P&N Bank process good to deal with, as communication from the team is exceptional. Using MSA Solicitors has brought this to another level, as they have a smooth process and are excellent with communication.”
P&N Group’s Chief Retail Banking Officer, Mark Smyth, said the move to MSA had improved turnaround times and helped more P&N and BCU customers get into their dream home even sooner.
“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,” Smyth said.
“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% of document 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.
“With a long-term vision to create a seamless digital experience for brokers, the move to MSA comes off the back of our five-year transformation program which has provided brokers with a faster and more consistent experience that retains the all-important personal connection.
“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.
“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.”
P&N Bank and BCU Bank have also recently launched a new broker accreditation eLearning module through Reach360.
The sessions, previously held in person, are now run online to make it easier for brokers to complete accreditation at a time that suits them, better allowing them to balance the unique requirements of 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. The initial feedback has been really positive, and we look forward to continuing to refine and evolve the eLearning offering,” Smyth added.
“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.”