Mortgage Pricing Diagnostic

Challenge

Service levels at a major Australian bank’s mortgage pricing desk had deteriorated, increasing customer wait times and putting deals at risk. Cinc partnered with the bank’s internal business improvement team to understand what was driving the decline and how to fix it.

What we found

Demand on the desk had grown faster than its capacity, and a mix of process, system and governance issues was adding avoidable work. Much of that work followed simple, rules-based logic, and managers had limited visibility of what was driving demand.

How we helped

We worked alongside the desk to stabilise service, put operational excellence foundations in place and identify where routine decisions could be automated.

Team members involved: Peter Campbell, Amy Pizer and Louis Auclair.