Multiple advisers told TMM Online that the bank has begun to divert home loan applications to branches around the country to speed up the process for third-party clients.
The bank is said to be choosing quieter branches, and mobile managers, to handle the home loan completions.
"The banks are at capacity, and those that have the best systems for processing will have a massive advantage in the next year," one adviser said. "ASB are sending some loans to random places, far from where the deal is originated," the adviser added.
ASB didn't reply to a request for comment.
It comes as lenders struggle to cope amid a booming housing market, a pile of loan deferrals and holiday requests, and a shortage of staff to process third party deals.
ANZ has recently employed more people in its broker unit, and outsourced processing to branch staff.
Lenders are under pressure from a lack of staff, and the greater level of scrutiny placed on borrowers' credit following the Covid pandemic.
Turnaround times have deteriorated since the Covid pandemic. According to independent economist Tony Alexander's latest adviser survey, turnaround times are up to 20 working days at some banks.
