Transforming the mortgage transfer process for Santander

Santander Portugal faced challenges managing over 100 mortgage transfer requests to banks within the APB, daily. The existing process involved repetitive manual tasks such as handling documents, managing correspondence, and validating signatures. This situation affected their ability to meet the 8-day SLA for transfers, making the process inefficient and subject to errors. Additionally, the lack of a tracking framework further compounded the difficulty in maintaining accurate reporting and auditing.