Home loan procedures

Commonwealth Bank

March 2007 to February 2008

Business benefits

Improve customer satisfaction by providing employees with the ability to respond quickly and accurately to customer enquiries.


  • Document product information for home loans and investment accounts.
  • Document procedures on how to open, maintain and payout/close home loans and investment accounts.

The information is provided through the Bank’s intranet. It is used by customer service staff to respond to customer enquiries.