1 Customer
- A Leading U.S. Mortgage Bank
2 Business Situation
- Loan input process changes (e.g. from regulations) resulted in reduced productivity and increased error rate
- Inability to meet Turn Time requirements
- 60% loans entered were being ‘pended’
3 Solutioning
- Process reengineering using SmarTrans
- Separation of Inputting processes based on “Rule-based” and “Decision-based” activities (complexity)
- Created a process knowledge base for reference
4 Execution
- Identified approval criteria for initial qualification of loans; proactively communicated compliance requirements to the brokers/ borrowers
- Staffed for an 18 hour daily window
5 Value Delivered
Productivity improvement from:
- 9 to 15 loans per day in the original process
- 13 loans per day in the two separated processes
50% improvement in turn time (from 90 min to 45 min)
5% improvement in quality
Managers are absolutely great to work with and are absolutely determined to help us provide the best possible customer experience while helping us follow a singular process
VP Mortgage Fulfillment Center
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