On Monday, 5 July 2021, Connective Elevate / Bluestone will transition to a single brand experience: Connective Elevate. We are also upgrading our core origination and service system to a NextGen solution.
We've prepared the following FAQs for you:
What about submitted deals in progress?
All deals submitted before 8.30am on 3 July, will be processed using our existing origination and servicing platforms under the Connective Elevate / Bluestone dual brand. As these deals won’t have loan tracking enhancements, you’ll need to contact the Bluestone Broker Support team for status updates. Any applications that you have entered into ApplyOnline but not yet submitted won’t be affected. Once they are submitted after 8.30am on 3 July, they will flow through to our new origination system for processing and assessment.
What will happen to deals submitted after 8.30am on 3 July, but before 5 July?
These deals will be held in our queue and released for processing and assessment in our new origination system on the morning of Monday, 5 July. There will be no impact to our standard SLAs during this time.
Will the process for valuations change?
If ordering an upfront valuation via Property Hub, it will say Connective Elevate instead of Bluestone. However, when a customer, vendor or tenant is contacted to coordinate the valuation, the request will be on behalf of Bluestone, not Connective Elevate.
How do I set up backchannel messages for loan updates?
We will be transitioning most loan updates to be distributed through backchannel messages and ApplyOnline loan tracking rather than traditional email. We recommend that you contact the Mercury Helpdesk to find out how best to set up and optimise backchannel messages. You may also be able to do this in ApplyOnline. From here you can select which updates you’d like to receive and how you’d like them to be delivered (SMS or email). If you don’t want to set up backchannel messages, you can still check the progress of an application at any time in ApplyOnline.
Will this change impact any other processes such as loan contract preparation and settlement?
First Mortgage Services (FMS) can directly integrate with our new system to provide a more streamlined exchange of solicitor instructions and status updates as the loan progresses through to settlement. FMS will therefore be the only agent working on our behalf to issue documents and coordinate settlements.
Do these changes affect my existing clients that have already settled a loan under the Connective Elevate / Bluestone dual brand?
There will be no impact to existing clients during our core system upgrade.
When will existing Connective Elevate / Bluestone clients get access to the new internet banking portal?
We will migrate existing clients (including applications submitted on or before 4 July 2021 and not yet settled) to our new servicing platform over the course of a few months later this year. This will give clients access to the new internet banking portal. We will communicate directly with clients to let them know when this will happen and ensure they have all the information they need for a smooth transition.
Has my point of contact for support changed?
No, you will still liaise with the same Connective Home Loans or Bluestone team members you do right now. In fact, the team has grown quite a bit recently! Please see here for all contact details.
This is a lot of information to take in, who can I speak with if I have further questions?
Please contact Christa Malkin, Partner Relationship Manager, on firstname.lastname@example.org or 0437 122 328.