The client is a UK-based retail bank with operations across Europe, USA, and Asia. Their mortgage team was struggling with lengthy and numerous incoming customer calls regarding overpayment calculations. Realizing they needed a smarter way to handle customer queries, the bank partnered with Infosys to deploy an online self-service mortgage portal that saw rapid adoption among customers, faster approvals, and better compliance.
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Mortgage approvals as a service
Infosys designed, developed, and implemented a Mortgage Self Service/Mortgage Market Review (MSS/MMR) application
Added two new services, helping the client scale from 130,000 switcher customers to 600,000 customers
Enabled inbuilt self-service options, leading to higher popularity and customer approvals
MMR compliance cemented the bank’s status as a responsible lender
Reduced the total number of calls received per day by 250