Lending Best Practices

Client Need: A $100 billion bank recognized a need to increase efficiency and improve service levels in two small business loan centers.

Solution: BenchMark Consulting documented the current operating environment including workflows, processes and procedures at its multiple sites. The client’s current performance was compared to that of industry peers in the Benchmark database. From that analysis, a target operating environment design was developed along with new service levels, performance goals, functional job descriptions and procedures manuals. A staffing model was developed and management was trained in its use.

Results: BenchMark and client teams implemented best practices for small business lending and reduced loan turn times by 10 to 40 days. In addition, BenchMark established the need for and recommended the building of an additional loan processing center.