8:45 Opening Remarks From The Chair

Erik Fenna
Chief Executive Officer
LIXI

09:00 CASE STUDY: Improving Processing Capabilities At RAMS Home Loans

Mark Austin
Head of Information Technology
RAMS

09:20 Event Partner Presentation

Proudly Presented by MPN LAWYERS

09:30 PANEL DISCUSSION: Exploring What STP Means To The Customer

With the evolving digital business environment customers expect a real-time response to loan applica tions. How can organisations meet these requirements?

• What do customers expect and how can lenders deliver?
• How can process improvement be sustained and developed to meet rising customer expectations
• Analysing how STP impacts on the consumer
• Harnessing technology to stimulate growth and secure customer retention
• How can lenders be more competitive in home lending?

10:15 Featured Exhibitor Presentation

Hosted by Wipro

10:30 CASE STUDY: Driving World Standard Service Across The Suncorp Group

• Deploying the INFOCUS program across our mortgage processing area to enhance the customer experience
• Developing an improved sales and service culture in retail banking
• Providing a consistent approach to assessing and fulfilling customer needs

Mark Harper
Executive Manager Business Lending Products
SUNCORP

11:00 Featured Exhibitor Presentation

Hosted by BLUESTONE SERVICING

11:45 CASE STUDY: Enhancing Mortgage Delivery At ANZ

• Auditing existing processing issues and challenges
• Identifying where automation can be effective and utilised for business benefit
• Highlighting ANZ’s findings and lessons learnt

Mike Tyler
Program Director- Retail Lending Automation Operations Australia
ANZ

12:15 CASE STUDY: Surviving In Today’s Climate Through Customer And Service Quality

• Forget the theory and focus on the outcome
• Personal service is not dead!
• Why the coconut?

Garry Driscoll
Chief Executive Officer
MORTGAGE EZY

12:45 Associate Partner Presentation

Hosted by PERPETUAL

14:20 PANEL DISCUSSION: Improving The Quality And Submission Of Mortgage Loan Applications

The full automation of the broker-lender interface is being heralded. This process improvement is having a significant effect on mortgage origination. This session will outline how to embrace change for full business benefit.

• Moving towards 100% electronic submission
• Evolving processes to adapt to electronic requirements and maintain a competitive market presence
• Increasing quality applications with developed SLAs
• Driving improvements whilst managing processing efficiency, customers and third party suppliers

Hosted by NextGen.Net

15:05 PANEL DISCUSSION: Focusing On The Broker-Lender Relationship To Improve Service Levels And Delivery

With recent uncertainty in the market the relationship between third parties needs to be streamline and more effective to stay competitive in the market. Key topics include:

• How have revised commission structures, new compliance, accreditation and licensing requirements affected the broker-lender relationship?
• Will has minimum volume requirements affected the relationship?
• How can the flow of information between internal and external parties be improved to reduce inaccuracies and errors?
• What performance metrics are effective for relationship assessment and service delivery?
• Outlining how far the industry has come in terms of interoperability - where next?

16:15 GROUP DISCUSSION SESSION - The Future Of Mortgage Processing In Australia

• Where the market is heading and what will be expected from stakeholders in the future mortgage value chain?
• Utilising technology solutions to transform and enhance the customer experience, reduce cost and turnaround times
• How will mortgages of the future be originated and settled?
• What solutions are in the pipeline that will enable further development
• Where should lenders and brokers look to develop in order to keep pace in the industry
• Addressing the role regulation and compliance will play in the development of the future mortgage value chain
• Analysing how organisations will differentiate their products and look to extend their position in the marketplace

Facilitated by the Chair

17:00 Chairs Closing Remarks