A digital transformation initiative:
Digital Transformation
Citibank Australia
The Brief
The accreditation and training process has historically been an offline process, with many hoops to jump through before a broker is finally onboarded to Citi. Citi wanted to streamline this process and move it onto a digital platform that would cover the end-to-end online accreditation and training for Mortgage Brokers.
THE OBJECTIVES
Citi Australia is largely dependent on 3rd party brokers from different aggregators, to market and refer potential clients for their mortgage products. However, prior to them being authorised sellers of the mortgage products, they need to:
- Undergo training on the mortgage product portfolio & policies.
- Get accredited with Citi
THE CHALLENGE
- To develop an in-depth understanding of Citi AU’s procedures and controls, a challenge as the scope was not just voluminous but also statutory.
- Digitisation of a process that was previously entirely paper-based.
- The design and development of the exhaustive training module that included multiple chapters covering the Citibank Mortgage product suite.
- Develop a comprehensive experience and needed to ensure ease of use of the modules with an assessment administered at the end of each sub-module.
WHAT WE DID
DIGITISATION OF THE ENTIRE ACCREDITATION AND TRAINING PROCESS FLOW RESULTED IN
A seamless user experience for Citi and the brokers using the accreditation and training module.
Since launch, Citi has seen an uplift in brokers expressing interest in getting accredited.
Digitisation and Automation has also reduced TAT significantly to process accreditation applications.
OTHER WORK
