Pepper Money has introduced significant enhancements to the customer and broker journey, by introducing a paperless application journey for second charge mortgages.
The changes are a direct response to feedback from customers and partners, helping to streamline the process for a smoother application experience.
Customers were previously required to print, complete, sign, and return an Application Form and I&E upon submission which created delays in the application journey.
To speed things up and make things simpler for customers, Pepper have replaced the Application Form and I&E form with a new Application Summary and Application Declaration with customers no longer required to sign and return any documents prior to offer.
These enhancements follow on from the recent introductions of e-signatures at offer stage and payout before consent.
Ryan McGrath, Second Charge Sales Director at Pepper Money, says:
“At Pepper Money, we’re committed to continuously improving our processes to better serve our customers – and this launch is a significant leap forward in that journey. These enhancements are designed to make the process as simple and stress-free as possible. By reducing the amount of paperwork and automating key steps, we can provide a more efficient and user-friendly experience.
“For brokers, once you have completed the online application, there’s nothing for you to do. After an initial phone call, as long as we hold your customers’ email addresses and telephone numbers, they will automatically be sent everything they need securely via DocuSign. These changes reflect our dedication to meeting the needs of brokers and customers – ensuring that everyone has the best possible experience with Pepper Money.”
