As Bluestone Servicing continues to develop its systems and processes, these flow through to our customers at no cost. Any such changes are made in-house, avoiding costly delays.
Bluestone Servicing utilises a web based application submission gateway that can be branded for individual clients. Business introducers can enter an application in less than 10 minutes and have a decision returned in less than 2 minutes.
With inbuilt data validation and controls at its core, the system features automatic security location validation and online valuation ordering and can also generate pre-filled application forms ready for signing and completed approval letters ready for handing to applicants.
Our origination processing workflow system interfaces on a real-time basis with other internal applications and external organisations such as Veda Advantage and ASIC in order to automatically validate parameters such as acceptable security locations and concentration risk..
Driven by an inbuilt business rules engine, the system tracks a loan starting from application until settlement is completed. An automatic 'what-next' menu controls the sequence of origination steps to be executed. Depending on various loan parameters the steps may be invoked either as mandatory or optional. At each stage, automated checklist verification ensures that the operator must input at least the minimal detail essential to complete that step. At each step, appropriate documents and letters are generated for e-mailing to the appropriate parties such as Originator, Valuer, Mortgage Insurer, Solicitor and/or Funder (as applicable).
From the time loan contract preparation is commenced, Bluestone Servicing is able to monitor the progress and status of each step of the process to determine exactly when:
After confirming that all appropriate activations are in place, Bluestone Servicing then contacts the customer directly to make sure their expectations have been met and offer assistance with any questions they may have.
Core servicing system capabilities extend to include the automated handling of:
Standard documents, forms, letters and statements can be customised to any specification and bearing any brand.
Our system incorporates an integrated document management system that saves time, space and money by electronically storing documents.
All stored documents are easily retrieved for viewing or reproduction by our Contact Centre operators, assisting them to provide superior customer service.
Bluestone Servicing has a modern inbound Contact Centre operation that has been founded, skilled and trained with a specific third party handling focus. This team handles the frontline interaction for all incoming customer contacts which are received by means of:
More complex activities are referred by the Contact Centre to the Customer Service team which is made up of staff with more experience in matters involving property law, etc. The Customer Service team then takes ownership of the client relationship and carriage of any necessary external referrals in order to process to completion such matters as:
Bluestone Servicing also provides both Telephone and Internet banking applications that present customers with multi functional self-service applications featuring the ability for customers to:
We have developed a Report Manager Service that allows the custom building of management and exception reports that are ‘subscribed’ to appropriate individuals and automatically e-mailed to them at regular intervals. Users can generate reports upon demand for any selected data range on an ad-doc basis.