Case study

Digital mortgage origination.

Multinational financial institution, Europe

Wealth Management Implementation Support Digital Identity

Challenge

A multinational financial institution decided to digitise their mortgage origination service in Europe, while keeping good balance with their core offering of financial products and services distributed through the network of independent financial advisors. The digital mortgage needed to be concluded in the Execution-Only mode, in compliance with the regional regulations.

Approach

Designed a consumer digital onboarding flow incorporating mortgage product acceptance guides and financial calculation rules.
Defined and implemented a financial literacy test fulfilling the Execution-Only product eligibility criteria.
Established an omnichannel customer onboarding process routing ineligible customers to mortgage advisors.
Customised user interface and reporting within the Digital Onboarding Platform per brand guidelines and operational processes.
Integrated the Digital Onboarding Platform with the customer's digital service delivery infrastructure and third-party providers.
Facilitated a partnership agreement for financial advice services and established the "application coach" operational process.

Outcome

The solution has been successfully launched, added to the customer's operation, and is serving Execution-Only customers, originating mortgages with a high conversion rate. In combination with the do-it-yourself mortgage, the platform also facilitates cross-selling of other relevant products (e.g. insurances, bank guarantees, valuation reports and others).

What we delivered

↳ Digital onboarding flow with embedded financial calculation rules.
↳ Execution-Only financial literacy test.
↳ Omnichannel routing into in-person advice when needed.
↳ Branded UI and reporting in the Digital Onboarding Platform.
↳ Integrations with internal infrastructure and third parties.
↳ "Application coach" operational process and partnership setup.

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