New partnership with MSA National improves service for brokers and clients
P&N Group has partnered with legal services provider MSA National to streamline its home loan process across its P&N Bank and BCU Bank brands, aiming to enhance efficiency for mortgage brokers and their clients.
The collaboration has introduced faster contract generation, digital document handling, real-time tracking, and specialist support for settlements and discharges. According to the group, brokers have seen immediate benefits from the upgraded process.
Chief retail banking officer Mark Smyth (pictured) said the switch to MSA had reduced turnaround times and helped more customers move into their homes sooner.
“We’re focused on delivering standout customer experiences at the moments that matter for our brokers and their clients, and that includes receiving and signing their home loan documents,” Smyth said.
Over the initial six weeks of implementation, 90% of home loan documents were signed digitally, with most being returned within two days. On average, the time from document issue to settlement has dropped to about ten days.
Smyth said the initiative supports the group's longer-term strategy to deliver a fully digital, seamless broker journey, aligning with its five-year transformation program. This program was designed to provide brokers with quicker, more consistent experiences, while keeping personal service at the forefront.
P&N and BCU have also introduced a new broker accreditation eLearning module via the Reach360 platform. The shift from in-person to online training offers brokers greater flexibility to complete accreditation on their own schedule.
“To ensure we maintain the important personal relationships with our brokers, our BDMs will reach out to new brokers after they have been onboarded,” Smyth said. “The initial feedback has been really positive, and we look forward to continuing to refine and evolve the eLearning offering.”
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