Digital mortgage: lending transformation for a major retail bank
FINANCIAL SERVICES · TECHNOLOGY · LENDING
The situation
A major retail bank faced a fast-shifting mortgage market: rising rates, a wave of broker-led refinancing, and fintech entrants with better digital journeys. Lender productivity was bottlenecked by duplicate front-office origination systems and siloed contact tools. A lack of end-to-end visibility drove call volumes and left the bank exposed to drop-outs during refinancing. More than half of annual secured technology funding went simply to running rigid on-premise legacy systems.
The work
We designed an integrated digital mortgage strategy to turn product-centric applications into a single customer-centric journey.
Hollowed the legacy core using a strangler approach, migrating custom logic into cloud-hosted microservices.
Stood up a secure, cloud-native API gateway to decouple loan engines and prepare for integration with property and aggregator platforms.
Built broker portals and decision-in-principle interfaces that removed manual re-keying, with intelligent underwriting using document recognition for income and automated valuations to fast-track low-risk applications.
Launched mobile-first onboarding with digital identity checks, live status, and in-app support, and consolidated contact history into a single customer view for proactive retention.
The outcome
Mortgage flow protected, with each one per cent of market share worth an estimated one hundred to one hundred and twenty million dollars in net interest margin.
Straight-through processing targeted above fifty per cent, cutting cost to serve.
Time from application to offer brought under twenty-four hours for mainstream risk.