Conference Day Two: Thursday, 26th February 2009

08:50 Opening Remarks From The Chair

Erik Fenna
Chief Executive Officer
LIXI

IMPROVING THE CUSTOMER EXPERIENCE

09:00 KEYNOTE CASE STUDY: Evolving The Customer And Product Proposition To Maintain And Enhance Your Market Share

Differentiation is required on an unprecedented scale in low lending business environments to retain and attract business. Organisations should look now to develop and evolve their market presence. ANZ are already capitalising on improving the customer experience.

• Attaining innovation in service delivery and product offering
• Adapting with the market and providing mortgage products that meet customer needs
• Exploiting opportunities with automated cross-selling initiatives to generate growth
• Making your products attractive in a competitive market

09:40 Gaining Business Value From A Sustainable Customer-Centric Strategy

Understanding the needs of the customer is crucial to developing an effective lending proposition. Joanne will lead us through how Aussie are expanding their products to improve customer service and retention.

• Adopting sustainable customer delivery strategies in the current mortgage market
• Effectively understanding customer demand to evaluate your service proposition and develop it accordingly
• Working with brokers to hear the voice of the customer
• Placing the borrower at the heart of your product development strategy

Joanne Reid
Senior Product Manager
AUSSIE HOME LOANS

10:20 CASE STUDY: Exceeding Customer Expectations: The Road To Ruin?

Martin will discuss how ABN Amro are successfully delivering an excellent mortgage proposition by utilising its own customer-focused blend of fl exibility.

• Exceeding customer expectations
• What do customers need?
• Balancing customer needs with cost effective service
• Satisfying customer expectations
• Meeting intermediary needs for their customer relationships

Martin Lynch
Director of Reverse Mortgages, Financial Markets
ABN AMRO

ACHIEVING SERVICE QUALITY & CUTTING PROCESSING TIME

11:20 SANDSTONE SPONSOR SESSION: Generating More Lending Business Over The Internet

• Selling lending over the internet: what products are and aren’t well suited and why
• Emergence of new “Web-only” products
• Drivers for web lending distribution
• Obstacles to selling lending via the Web
• Emerging solution technologies

Bob Hall
Chief Executive Officer
SANDSTONE TECHNOLOGY

11:40 KEYNOTE CASE STUDY: Strengthening The Partner Relationship Through Quality

In an era of increased competition, greater regulation and demand for quick loan approvals, quality becomes a crucial point of leverage.

Key topics include:

• Leveraging Lean thinking
• Discussing the First Time Capability Program at Bendigo and Adelaide Bank
• “Quick” versus “Consistent”
• Improving the flow of information between partner, processing and distribution
• Outlining the benefit of virtual teaming
• Replicating “quality gateways” throughout the value stream
• What performance metrics are effective for measuring success?
• Observation: quality and the commissions restructure

Craig Ralston
Head of Processing - People & Corporate Services
BENDIGO & ADELAIDE BANK

12:20 CASE STUDY: Achieving High Quality And Consistent Loan Service With Reduced Approval And Turnaround Times

This session will identify how NMC is improving operational processes and building on existing award winning process effi ciencies to gain competitive advantage through excellent mortgage approval and turnaround times.

• Maximising NMCs decision-making capability
• Investing in systems, staff and training
• Eliminating redundancies and un-necessary delays
• Maintaining customer and broker satisfaction

Steve Dover
Chief Executive Officer
NATIONAL MORTGAGE COMPANY

13.00 Smarter And Easier Ways To Convert Signed Documents To Secured Loans

• Automated web based booking systems
• Discussing the electronic connection of parties
• Remove risk
• From loan document return through to final custodian of secured title
• Tracking and notifications at every step with National System

Amanda Baker
Director East Coast Operations
ESPREON

Andrew Bowie
Manager Products and Systems
ESPREON

STREAM C: Technology Focus - Evaluating Productivity Gains and Automation Implementation

STREAM D: Strategic View - Developing Mortgage Processing Best Practice

14:40 CASE STUDY: Winning Market Share Through Innovation And Operational Excellence- The Non-Bank Perspective The State Custodians Mortgage Company has catapulted its home loan offering onto the mortgage scene in the past two years, recently picking up Your Mortgage ‘Mortgage of the Year’ Award 2008. With the most competitive service offering and cost effective business model State Custodians is utilising the current lending environment to win business and secure a long-term presence in the market. Join David to discuss how he is capitalising on innovative lending. Building customer relations to grow the loan books Winning business through quality of service and delivery standards Trading through discounted products and affordable rates Evolving the traditional lending business model Generating cost efficiency and developing operational excellence David Westerman Sales & Marketing Director STATE CUSTODIANS MORTGAGE COMPANY 15:20 CASE STUDY: Evolving The Mortgage Application Process To Advance Speed To Market Legislation as an enabler Exploiting opportunities to build on existing processes and legacy systems to maximise benefit with reduced expenditure Transforming mortgage origination through process automisation at ASB Bank Identifying where to invest next in the processing value chain Getting the most out of a limited budget Tony Blacklock Chief Manager- Lending Services ASB BANK 16:00 Afternoon Coffee And Networking Break 16:30 CASE STUDY: Exploiting Opportunities To Reduce Mortgage Processing Cost- The Building Society Perspective The central driver behind process re-engineering is to reduce cost. This session explores and details how to affect your operations with a cost efficient approach. Harnessing process improvement strategies to reduce expenditure on inefficient loan processing Leveraging technology solutions to significantly reduce cost Incorporating real-time interface technology to maximise service delivery Streamlining cumbersome operations with lean principles Ensuring reliability and sustainability in your long-term processing strategy Dale Grounds Operations Executive THE ROCK BUILDING SOCIETY

14:40 INDUSTRY UPDATE: How The National Electronic Conveyancing System Will Assist With Mortgage Processing Update on the progress and impact of national e-conveyancing initiatives Understanding the business rules necessary for a single national system by 2010 Evaluating the uptake and further development of e-conveyancing for mortgage processing Outlining the future direction of NECS Simon Libbis Executive Director NATIONAL ELECTRONIC CONVEYANCING OFFICE (NECO) Ann Kinnear Operations Manager NATIONAL ELECTRONIC CONVEYANCING OFFICE (NECO) 15:20 INDUSTRY UPDATE: Driving Standards And Interoperability In The Mortgage Industry Straight through to the NECS Interoperability is the key prerequisite for a joined-up mortgage industry. With this in mind the National Electronic Conveyancing System is being developed to maximise interoperability with existing industry data processes and systems. • What is the NECS anyway? A data interchange perspective • Where NECS fits in the data standards pantheon • Ensuring compatibility between NECS data standards and the LIXI ones • NECS web services - what they are and how to use them • NECS data standards status update - what’s been done, what we’ll do next, and how to contribute Barry Thomas Convener LIXI/NECS DATA STANDARDS WORKING GROUP 16:00 Afternoon Coffee And Networking Break 16:30 CASE STUDY: Focusing On The Human Factor In The Mortgage Value Chain Technology investment is only part of the equation. The need to invest in your staff is also crucial to the effective functioning of operations and ultimate success of technology solutions. Supporting staff through the automisation transition Improving technology adoption and process improvement Promoting the innovation of procedures and processes Developing strategies to measure staff performance Improving service outcomes by aligning technology and staff Helen Hatchard General Manager, Home Loans KIWIBANK

17:10 End Of Conference

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