The bachelor's thesis analyzes the mortgage market in Bern, which has shifted from a provider-buyer relationship to a market influenced by intermediaries, changing bank-customer interactions, and mortgage management. The focus is on the "Acquisition and Brokerage Team" of the Berner Kantonalbank AG, which aims to strengthen the bank's market position in cooperation with independent financial advisors. The aim is to generate new customers and establish effective, professional intermediary service processes.

The thesis uses quantitative methods to analyze Bern's mortgage market and brokerage practices from other industries. Internal data sources and the experience of the author of the paper are used to evaluate the activity and performance of the current BEKB team. Qualitative research, including expert interviews with intermediaries, completes the analysis. This multi-faceted approach leads to insightful optimization suggestions for the BEKB's acquisition and brokerage team.

The thesis recommends the centralization and expansion of the acquisition and brokerage team. The research provides strategic insights for the BEKB, identifying enhancements in team operations and customer approaches in mortgage brokerage. It highlights the rising relevance of intermediaries, the importance of sustainable financing, and the impact of technologies like AI and blockchain. The recommendations aim to strengthen the BEKB's market position, adapt to future trends, and enhance customer satisfaction, thus ensuring long-term growth and stability in the competitive mortgage sector.