1 Customer
- A leading Mortgage Origination Bank with presence in the Retail channel
2 Business Situation
- High closing Pend rate (~50%) leading to closing delays and customer dissatisfaction
- Changes to closing function due to Upcoming RESPA-TILA regulations
- Inability to meet turn time on Rush Orders & HUD follow-ups
3 Solutioning
- Detailed analysis of the Pend report to identify critical errors
- Recommended setting up of an “Associate Processing Team” for efficient resolution
4 Execution
- Automation of Closing workflow
- Created procedures for HUD to be approved 24 Hour before Closing Date
5 Value Delivered
Reduction in pend rates
- Closing Pend Rate dropped from 55% to 35%
Reduced closing delays
- 13% increase in number of HUDs approved before scheduled closing
- 80% of HUDs approved before closing date and time (9% increase)
We are singing your praises at every opportunity – when you perform at this level consistently day in and day out; we reinforce the value proposition of SLK
VP, Mortgage & Consumer Lending
Copyright © 2026 Coforge Business Process Solutions Pvt Ltd. All rights reserved