About sonia-collins

Hi Sharron,  I'm from St George. No one has specifically mentioned it to me. I will raise with the team and gather some feedback for you.   thanks  Sonia ... View more

Hi, I am a representative for St George (BofM & Bank of SA) that comes under the Westpac group that over sees opportunity to improve customer outcomes and use of PEXA   I apologise for the experience that you have had and would like to understand where the break down had occurred as we do have processes in place so that if settlements are to revert to paper we redirect to the appropriate area.   Could you please PM me with your customer details (and workspace etc) and between my WBC colleagues and myself we will look at closing out how this happened and also ensure the customer is not impacted.   We have recently updated our Transfer Checklist that may also assist with other general information on how we action our requests.   with thanks Sonia cc @nicolalambrakis      ... View more

Hi I am from St George/Bank of Melb/Bank SA - Home Ownership Services (under the Westpac Group). A few of my colleagues from Westpac Bank are also in here too. We are often on here reviewing the feedback in general, what may be discussed and how I can be aware of possible improvements that I may take back to my team. We also let them know why or how our actions can impact the PEXA community and our customers if we don't know or follow the guidelines and sentiment it creates. We also use the information to discuss with PEXA what possible enhancements could be done in PEXA to help with functionality and response times that others need from us. (Conversations are a topic for all - and as much as I love a "thank you" I really don't need it in my conversations as it adds to the very high volume of conversations that we need to get to that are more critical) So whilst I'm not the "official representative" within the Community for my organisation, we are certainly active in reviewing the Community discussions and use it try to enhance our overall PEXA experiences,   regards Sonia   ... View more

Hi there, I am one of the Team Managers for a Discharges settlements team for an ADI. We do not use our settlement agent for PEXA Discharges MOT (they do our new/incoming) as we do these in house. For Refinances, especially mandated states we presume to PEXA and await the invitation if we get a DA prior to the invitation arriving.   We don't currently presume to PEXA for Sale/Transfer matters as we can pull back a paper settlement that is sitting in the relevant state ready to go, quicker than we can re-start/redirect from PEXA to paper. So we try to meet both requirements due to the physical nature of needing to move docs around on time sensitive matters - especially Regional ones.   However I am sure soon we will presume to PEXA as we certainly pulling more back from paper to pexa than we used to. I'll keep an eye out for views on this so I can consider the timing of how I look to adjust our workflow practices in the future.   regards Sonia ... View more

Hi there, thank you for the feedback. I am one of the Team Leaders of the Settlements teams and appreciate the time taken to let us know how we are going. We are trying different ways we work so we can better assist our customers and their representatives, not just reaching the end outcome, but providing information on various milestones in PEXA for improved line of sight of how we are progressing.   I'll pass this on to our team/s. regards Sonia ... View more

  Thanks Kate. I am aware what the Mortgagee on Title role is, having been involved with this for 2 years with my ADI, and through to current mandates - and has been great for us during this time.   My question is more around the increase in invitations we have been receiving from Practitioners creating the workspaces and inviting us in for the purpose of them being a participant in the workspace, converse within it, and have line of sight when the lodgement is done.   The conversations we are having with Practitioners within the workspace, is that they are aware the Bank needs to do and it needs to be done by PEXA, and therefore they are taking this as the need to create the workspace, invite the bank, then instruct them with the workspace.   I am seeking clarification that there is no way or reason for the Practitioner to do this and we should advise the Practitioner to withdraw/abandon the workspace (customer to contact the bank with relative fees per requirements) and for us to continue to action as a the Standalone Discharge lodgement. Knowing that there are a number of Practitioners coming on board using PEXA, we would like to support and educate/advocate where possible - but of course ensure that we are first are doing and saying the correct process   thanks Sonia     ... View more