No More Waiting – Streamlining home loan mortgage experience
Overview
Rewriting the rules of home loan disbursement
Securing a home loan should be seamless, but delays, inefficiencies and outdated processes create unnecessary roadblocks for many borrowers. A leading Asian Pacific bank recognized the need for a complete overhaul of its mortgage disbursement system to serve customers better and reduce operational risks.
Manual interventions, operational risks and fragmented data sources slowed approvals, increasing customer dissatisfaction and financial risks. The bank needed a scalable, digitally optimized solution to streamline processes and reduce errors.
Partnering with HCLTech, the bank implemented an intelligent, AI driven automated system built on the Pega Case Management and Blue Prism RPA, driving faster approvals, improved accuracy and enhanced operational efficiency.
The Challenge
Clearing the path to faster mortgage approvals
- Delayed fund disbursements: Slow processing led to frustration among borrowers and increased financial risks for the bank
- Lack of clear accountability: Unclear ownership of queries and tasks caused backlogs and delays in decision-making
- Financial errors: Inaccuracies in material payments led to duplicate transactions and errors
- Unoptimized performance: Non-standardized KPIs made it difficult to measure and improve performance consistently
- Fragmented data: Siloed systems and unvalidated information slowed down the process of sourcing and verifying customer data
To resolve these issues, the bank needed a scalable, automated and standardized digital lending platform to handle complex workflows while reducing errors and processing time.
The Solution
From delays to digital-first lending
We introduced an end-to-end digital solution that simplified loan processing, reduced inefficiencies and established a single source of truth for lending operations. Our approach leveraged automation, data integration and real-time processing, allowing our client to move past manual errors and outdated approval cycles.
- Pega Case Management enabled a structured and automated workflow, ensuring visibility and accountability across all loan disbursement operations
- Blue Prism RPA (Robotic Process Automation) bots handled repetitive manual tasks, reducing human intervention and eliminating errors in financial transactions
- A secure, end-user portal built on the Pega platform allowed loan officers to access real-time customer data, streamline approvals and track applications with greater accuracy
- A trusted data framework eliminated duplicate disbursements and prevented erroneous payments, improving financial accuracy
- System integrations with multiple platforms enabled seamless information validation, reducing dependencies on fragmented data sources
This intelligent automation framework reduced loan processing time and empowered the bank with a scalable platform that could evolve beyond mortgage lending into other financial services.
The Impact
Delivering Faster Home Loans and Greater Business Value
The implementation of AI, intelligent automation and process optimization resulted in impressive, measurable outcomes
The transformative results were substantial:
- 90% reduction in fraud payment risks: Automation significantly reduced errors, leading to a sharp decline in fraudulent payments and financial losses.
- Faster loan valuation initiation: Loan processing cycles were significantly shortened, leading to faster approvals and improved service delivery.
- 29% reduction in non-value-adding processes: Streamlined workflows andeliminated unnecessary steps, to enhance operational efficiency.
- 56% reduction in manual user intervention: RPA bots and automation reduced the need for manual intervention, freeing up staff to focus on higher-value tasks.
- Improved financial accuracy: The new system eliminated duplicate disbursements, ensuring accurate and timely financial transactions.
With a streamlined digital mortgage process, the bank achieved a competitive advantage, improved borrower confidence and unlocked new efficiencies for long-term success.
Beyond the Numbers
This transformation fundamentally changed how the bank approached home loan disbursement. By leveraging AI and intelligent automation, the bank now offers a seamless, error-free experience that enhances customer satisfaction and operational performance. The scalable platform built on Pega’s Case Management system is designed to evolve, allowing the bank to expand automation capabilities across other financial services.
This transformation has positioned the bank as a leader in digital lending, setting a new industry standard for mortgage processing and proving that AI and intelligent automation can drive faster, more accurate approvals, reduce risk and improve compliance
Celebrating Success
HCLTech remains committed to helping financial institutions embrace digital transformation through intelligent, scalable AI-driven solutions. This partnership with the APAC-based bank showcases how automation, AI and data-driven insights can revolutionize the lending process, eliminating inefficiencies and delivering faster, more accurate results for customers.
