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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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