Mortgage and Home Equity System and Process Optimization

Client Need: A $250 billion bank believed its first mortgage and home equity loan origination system was under leveraged and that its business processes needed refinement. Increasing volumes from cyclical swings resulted in inability of staff to process workload.

Solution: BenchMark Consulting teams focused on short-term optimization recommendations and longer-term strategies to better leverage the origination system and enhance the overall customer experience. Through these efforts, opportunities to improve origination cycle time and, ultimately, to increase capacity were documented in a target operating design plan and an implementation project plan was developed.

Result: The new design plan resulted in a reduction of manpower in excess of 200 FTE for application processing, underwriting, document preparation and review and booking.