Case Study: a large Australian bank achieves end-to-end mortgage lending transformation with Facet5

large australian bank wins Major Lender of the Year in 2 years with Facet5

Facet5 worked with a large Australian bank that was facing significant challenges within its Mortgage Lending Services group. Following the Global Financial Crisis, the bank needed to transform its process-driven, siloed organization into a customer-focused, solutions-based business. Its existing structure failed to meet customer expectations for timeliness and quality, and it ranked a poor 9th out of 11 lenders in an independent Broker Satisfaction Survey.

Using the Facet5 assessment, the vendor helped the bank's leadership teams understand their individual styles and strengths over an 18-month transformation. This solution fostered collaboration and a commitment to continuous improvement, resulting in a sustainable cultural change. The bank achieved end-to-end ownership of its lending process and dramatically improved its market reputation, winning the award for Major Lender of the Year in both 2012 and 2013.