Mortgage 2013 Processing Register Early & Save! End to End Processes for Improved Customer Service, Reduced Time to Yes and Increased Efficiency www.mortgageprocessing.com.au Main Conference: 26-27 February Venue: Dockside Convention Centre, Sydney NSW The Mortgage Processing Conference is a great opportunity for practitioners to gather and hear from industry and related industry specialists on what drives the necessary changes in their business to maximise efficiency but most importantly, improve the customer experience.,, Key Speakers: General Manager Credit Assessment and Retail Ashley Oldfield, General Manager Stephen Porges, Chief Executive Officer, Gabriele Hermansson, Manager, Australia Post Digital Mailbox,, James Green, Gary Stephens, of Lending Customer Julie Armstrong, Head of Customer Ta English, Manager, Spotlight Partner: Organised by: Researched & Developed by:
Dear Mortgage Processing Professional, The mortgage market is tighter than ever. Mortgage prices are at an all-time low, the rise of refinancing means that it is harder to keep your customers and it is increasingly difficult to differentiate your offering in the market. In this context, the mortgage process has gone from being first and foremost about back end efficiency, to being a critical tool for customer acquisition and retention. With that in mind, Mortgage Processing 2013 will be focused on: 1. Strategies for improving the mortgage experience for customers and brokers 2. Reducing the time to yes through technology and human investment 3. Improving the efficiency of loan processing through automation, outsourcing and workflow management Make the most of this opportunity to hear how other mortgage lenders are evolving their processes to increase customer satisfaction while reducing costs. Book by 30 November to take advantage of the 2 for 1 Offer! Simply call 02 9229 1000, email registration@iqpc.com.au or book online at www.mortgageprocessing.com.au I look forward to meeting you in February. Kind Regards, Ross Clayton Event Director Mortgage Processing 2013 Finance IQ About Our Sponsor SAI Global Property is the preferred partner and leading provider of online information and settlement services for the efficient transfer of Australian property. We have achieved our leadership position by offering innovative, cost effective end-to-end business solutions to Australia s major lenders and conveyancers. SAI Global eproperty, provides an integrated electronic platform of searching, conveyancing and settlement workflows geared towards the electronic fulfilment of property transfers. SAI Global Property is well positioned to offer a smooth transition to an electronic future by supporting both physical and electronic settlements from its eproperty solution. Who Will You Meet at Mortgage Processing 2013? The event will draw together the following job titles from Banks, Credit Unions, Building Societies and Non-Bank Lenders: Chief Executive Officer Chief Officer General Manager Mortgages Head of Head of Processing Head of Expert Speaker Panel Includes: General Manager Credit Assessment and Retail Gary Stephens, of Lending Customer Gabriele Hermansson, Manager, Australia Post Digital Mailbox Jeffrey Nel, Customer Support and Management, UBank,, Paul Bloxham, Chief Economist, HSBC Julie Armstrong, Head of Customer Sam Chandler, Head of Processing, Bendigo and Adelaide Bank Shelley Scott, Manager Loans MyState Paul Braddick, Head of Property Research, Ian Gilbert, Policy Director, ABA Ta English, Manager, Stephen Porges, Chief Executive Officer, Brenton Pike, Chair, ARNECC Harley Dale, Chief Economist, Housing Industry Association Michael Workman, Senior Economist, Commonwealth Bank James Green, Peter White, National President, Finance Brokers Association of Australia Greg Channell, Senior Project Manager, NIS Legal Framework, NSW Department of Finance & Services Ashley Oldfield, Cory Bannister, Executive Head of Asset Origination, Belen Lopez Denis, Head of Marketing, Product & Strategy Mortgages, Mike Cameron, Chief Officer, NECDL
Conference Day 1 26 Feb 2013 8.30 Registration and Welcome Coffee 9.00 Opening Remarks for the Chairman 9.10 Keynote Panel: The Outlook for the Mortgage Market In this session, our panel of leading economists will assess current market conditions, and give an assessment for the outlook for the mortgage market. Paul Bloxham Chief Economist HSBC Michael Workman Senior Economist Commonwealth Bank Harley Dale Chief Economist Housing Industry Association Paul Braddick Head of Property Research 9.50 The Changing Landscape of Home Affordability House prices are at an all-time high, with the Economist in August 2012 stating that house prices are 36% above their fair value. In this session, John will address: Is the great Australian dream dead? The rise of shared equity in home loans The role of the government in stimulating low cost housing Are current house prices likely to fall in the near future? 10.30 Morning Refreshments and Networking Break 11.00 UBank Case Study: Internet Based Lending UBank has entered the refinancing market as the only 100% online mortgage offering. In this presentation, Annette will outline what this means for their internal processes. The development of a fully online application method Evolving mortgage processing to focus on customer support Increasing customer visibility of the mortgage process A focus on the refinancing market due to the need for face to face identification and credit checks The future of internet based end to end lending Jeffrey Nel, Customer Support and Management UBank 11.40 Panel Discussion: The Future of Back Office in a Digital Environment This session will look at how to position your organisation in an electronic environment, and how digital and analogue processes will need to evolve to suit this new environment. How will back end processing need to evolve in to support an electronic environment? What will future operations departments look like? How will staff skills need to develop in light of these changes? Gary Stephens of Lending Customer Sam Chandler Head of Processing Bendigo and Adelaide Bank Stephen Morgan General Manager Credit Assessment and Retail 12.20 Lunch and Networking Break 13.20 Improving Through Culture Change and Change Management Bendigo and Adelaide Bank have highlighted their staff as the key component of customer satisfaction. In this presentation Sam will outline how they are ensuring that not only are their staff engaged, but that they are also well placed to manage future changes in the business. Ensuring staff understand their impact on the customer experience Developing a customer service culture Preparing staff for change Sam Chandler Head of Processing Bendigo and Adelaide Bank 14.00 Improving Customer Service Through a Focus on the Human Element With customer service being a key differentiator in the mortgage market, and MyState Financial are focusing on the human part of their process to improve overall customer satisfaction. The link between customer satisfaction and employee satisfaction Assessing overall engagement levels within the organisation Engagement as an ongoing process The competitive advantage of engagement Ta English Manager Shelley Scott Manager Loans MyState 14.40 Afternoon Refreshments and Networking Break 15.10 National E:Conveyancing Spotlight Session The build phase for the first release of a national e-conveyancing system, PEXA, was recently announced. The build phase of PEXA is expected to continue throughout 2012 with the first release planned for testing in early 2013. In this discussion, the panel will give the audience a look at PEXA from the perspective of the government, financial institutions and industry bodies. What would NECS mean for the mortgage market? What are the barriers to the implementation of NECS? What is the likelihood of its implementation? What will this mean for the mortgage process? Greg Channell Senior Project Manager, NIS Legal Framework NSW Department of Finance & Services Ian Gilbert Policy Director ABA Brenton Pike Chair ARNECC Amanda Baker Head of Business Development SAI Global Mike Cameron Chief Officer NECDL 16.10 Case Study: Building Processes Around the Human Element La Trobe have made human interaction a key part of their market differentiation, and have built their processes accordingly. Brining people earlier into the process Ensuring that phone calls are answered within two rings Enabling customers to speak directly to decision makers Cory Bannister Executive Head of Asset Origination 16.50 Day 1 Close 17.00 Networking Drinks
Conference Day 2 27 Feb 2013 8.30 Registration and Welcome Coffee 9.00 Opening Remarks for the Chairman 9.10 Australia Post Digital Mailbox What Does it Mean for Mortgage Processing? Australia Post will be rolling out a secure digital mailbox that you can access anytime, across any device. Australia Post Digital Mailbox has a strong potential to become a central part of the mortgage process improving efficiency, accuracy and customer satisfaction. Ensuring digital security and identification Creating a centralised mailbox for all customer bills and statements Automation of payment systems Developing a shop front of partner organization services Gabriele Hermansson Manager Australia Post Digital Mailbox 9.50 Roundtable Discussion: How do you Keep your Customers in a Refinancing Market? With the current economic climate, and the removal of exit fees, it is now more important than even to ensure that you are able to retain your customers. This session will cover: What are the key factors that influence churn? How can they be addressed? How can lenders establish a meaningful relationship with customers? How can lenders use mortgages as a gateway to other products? Roundtable facilitator: 10.30 Morning Refreshments and Networking Break 11.00 The Broker s Perspective on the Mortgage Process Simple Innovative processes to Increase Referrals Brokers remain a very important channel for new business for mortgage providers. In this session, James Green will give the brokers perspective on what makes an effective and efficient process. Identifying and measuring Raving Fans Low costs processes that significantly increase your referral business Processes that increase cross-sell opportunities James Green General Manager 11.40 Panel Discussion: Improving the Mortgage Experience of the Customer In this session, a selection of mortgage brokers will give their perspective on how to improve the mortgage experience of the customer. What is the right balance between digital and analogue processes? Is there any scope for further industry standardization for definitions and paperwork? How can you make your mortgage offering stand out through improved processes? Peter White National President Finance Brokers Association of Australia Stephen Porges Chief Executive Officer James Green General Manager 12.20 Lunch and Networking Break 13.20 Increasing Customer Acquisition Through a Simplification of Service In a bid to aid customer acquisition, are focusing on a simplification of service, with a major focus on the broker lender relationship. The importance of a simplified process for brokers Developing an online verification process for brokers Creating a unified process across all acquisition channels to increase processing efficiency Julie Armstrong Head of Customer 14.00 Improving Credit Assessment at have highlighted credit assessment as the part of their process which requires their focus, and have engaged in a project to reduce the turnaround time and increase efficiency. Reviewing and modifying credit assessment processes Reviewing the potential of onshore and offshore processing Facilitating improved integrated with brokers Leveraging technology for further efficiency gains Belen Lopez Denis Head of Marketing, Product & Strategy Mortgages 14.40 Afternoon Refreshments and Networking Break 15.10 Panel Discussion: Reducing the Cost of Mortgage Processing With the price wars taking place in the mortgage market, lender profit margins are being squeezed. This presentation will discuss strategies to reduce the cost of processing without negatively impacting the customer experience. Improving the customer experience through a focus on process rather than new technologies Looking at the potential of non-proprietary software for reducing costs Assessing the potential of outsourcing for further cost reductions Julie Armstrong Head of Customer Cory Bannister Executive Head of Asset Origination 16.20 Close of Conference Belen Lopez Denis Head of Marketing, Product & Strategy Mortgages Ashley Oldfield General Manager "In times of more constrained credit growth, the connectivity between the sales and operations teams becomes more important to ensure the best customer outcomes" General Manager Credit Assessment & Retail
Register Early & Save! To speed registration, please provide the priority code located on the mailing label or in the box below. C*PDFW WHERE Dockside Convention Centre, Sydney NSW Tel: 1300 117 118 Fax: 61 2 9621 4777 www.docksidevenue.com.au WHEN? 26 27 February 2013 Accommodation Booking? Oaks Goldsbrough 243 Pyrmont Street, Darling Harbour, NSW 1300 667 078 www.oakshotelsresorts.com Team Discounts IQPC recognises the value of learning in teams. Take advantage of one of these special rates: Register a team of 3 to the conference at the same time from the same company and receive $500 discount Register a team of 4 to the conference at the same time from the same company and receive a free pass for a 5th delegate Ask about multi-event discounts. Call + 61 2 9229 1000 for more details Please note: Only one discount applies Mortgage 11521.008 2013 Accommodation The Oaks Goldsbrough is the official hotel for the Mortgage Processing 2013 event and they have negotiated event rates specifically for attendees of this event. To take advantage of these rates, contact the hotel and quote: IQPC or go to www.mortgageprocessing.com.au and click on the Venue & Accommodation page. QUICK and EASY WAYS to REGISTER Processing Telephone +61 2 9229 1000 FAX +61 2 9223 2622 Email registration@iqpc.com.au Packages Conference Only 2 for 1 Offer *register & pay before 30 November 2012 End to End Processes for an Improved Customer Service, Reduced Time to Yes and Increased Efficiency (2 tickets for) $3499 + GST = $3848.90 Early Bird SAVE $500 *register & pay before 14 December 2012 Standard PRICE $2999 + GST = $3298.90 $3499 + GST = $3848.90 Register me for Mortgage Processing 2013 DELEGATE 1 DELEGATE 2 ORGANISATION ADDRESS website www.mortgageprocessing.com.au mail IQPC, Level 6, 25 Bligh Street, SYDNEY NSW 2000 [FIRST NAME] [FIRST NAME] POSTCODE (Photocopy this form for additional delegates) *2 for 1 offer not available to vendor companies and solution providers * Payment must be received by IQPC prior to 5pm AEST on the cut-off date. # Registrations received without payment or a Government PO will incur a processing fee of $99 + GST = $108.90 per registration. * Please send me set(s) of AUDIO COMPACT DISCS and PRESENTATIONS CD at $878.90 ($799 plus GST) or $603.90 ($549 plus GST) Presentations CD only * Please keep me informed via email about this and other related events 2 WAYS TO SAVE! Book early for huge EARLY BIRD savings. Book as a TEAM, save & benefit as a team. NOTE: PAYMENT IS DUE WITHIN 7 DAYS FROM REGISTRATION TO SECURE YOUR PLACE. Registrations received without payment or a Government PO will incur a processing fee of $99+GST = $108.90 per registration. Payment prior to the conference is mandatory for attendance. Payment includes lunches, refreshments, a copy of conference presentations via FTP website or workbook and all meeting materials. If payment has not been received two weeks before the conference, a credit card hold will be taken and processed. This card will be refunded once alternate payment has been received. Privacy - Your Choice Any information provided by you in registering for this conference is being collected by IQPC and will be held in the strictest confidence. It will be added to our database and will be used primarily to provide you with further information about IQPC events and services. By supplying your email address and mobile telephone number you are agreeing to IQPC contacting you by these means to provide you further information about IQPC products and services. From time to time IQPC may share information from our database with other professional organisations (including our event sponsors) to promote similar products and services. Please tick the box below if you do NOT want us to pass on your details. To amend your current details, advise of duplicates or to opt out of further mailings, please contact our Database Integrity Maintenance Department, Level 6, 25 Bligh Street, SYDNEY NSW 2000. Alternatively, email database@iqpc.com.au, call 02 9229 1028 or fax 02 9223 2622. * I do not wish to have my details made available to other organisations Iqpc Cancellation And Postponement Policy: For details of IQPC s Cancellation and Postponement policy please visit: www.iqpc.com.au 2011 IQPC ABN 92 071 142 446 All RIGHTS RESERVED. The format, design, content and arrangement of this brochure constitute a copyright of IQPC. Unauthorised reproduction will be actionable by law. TELEPHONE ( ) FAX ( ) APPROVING MANAGER [FIRST NAME] * CHEQUE ENCLOSED FOR $ (Please make cheques payable to: IQPC) PLEASE CHARGE * American Express * Visa * MasterCard * Diners Club CREDIT CARD NUMBER AMEX 4 DIGIT CODE EXPIRY DATE NAME OF CARD HOLDER [PLEASE PRINT]