The Intermediary – May 2025 - Flipbook - Page 14
S E C O N D C H A RG E
In focus
Jannels observes that any future developments
must keep the customer’s needs and demands
securely from any device, often using facial
recognition or document scanning, borrowers
front of mind: “By actively listening to customer
no longer need to post physical documents or
feedback, OMS continually develops tools that
attend face-to-face meetings.
cater to underserved segments, particularly
borrowers facing complex lending scenarios.”
Mobile apps, chatbots and biometric ID
verification are all part of the tapestry of
“This has been a huge win for younger
homeowners and the self-employed, who want
speed and convenience.”
OMS’ mobile interfaces and webchat are
enhancing borrower experience. Stern reports
also part of the work being done to support
that these have boosted same-day completions
accessibility moving forward.
for Masthaven already.
Norton’s digital ID tools, meanwhile, resonate
with the expectations of the next generation of
Jannels explains: “Technologies like digital
identity verification, webchat functionality and
mobile-friendly applications play a crucial role in
clients, who expect seamless digital experiences
streamlining the application process, reducing
that mirror the experience already being
manual intervention and supporting faster
provided in other industries.
decision-making.
Lau notes: “Where digital ID verification tools
are used by Norton, the speed and reliability of
“Uptake has been especially strong among
younger homeowners and the self-employed,
borrower onboarding has significantly improved.
who tend to be more tech-savvy and value speed
By allowing applicants to verify their identity
and accessibility.
“I haven’t had this much free time in years!”
