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1 Customer

  • Commercial & Consumer Mortgage servicing division of Top 20 US Bank

2 Business Situation

  • Cost pressures, large variety of requests and poor response time
  • Large number and variety of customer requests per month
    • 27,000 for Residential Mortgage
    • 19,000 for Consumer Loans

3 Solutioning

  • Reengineered request fulfillment process into separate queues for loan activities - cash and non cash processes
  • Identified the large variety of requests requiring specialized skills

4 Execution

  • Staff cross-skilled to perform similar ‘grouped’ functions
  • Monitored pipeline to manage staffing and re-allocate resources

5 Value Delivered

Improved overall customer service
  • SLK turned around 80% of work within same day
  • Turn time improved from 5 to 3 days for settlement of transactions
Sustained savings
  • Consistent 20%+ cost savings since inception of process

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