Lien Operations Consolidation and Productivity Improvement

Client Need: The mortgage loan division of a national bank consolidated its mortgage lien operations resulting in significant backlog and servicing delays. Productivity, throughput and management skill enhancement were client-targeted areas for improvement.

Solution: BenchMark Consulting documented the current operating environment including workflows, processes and procedures. Analysis of this data resulted in recommended new work processes, organizational changes to align activities, key performance metrics for increased effectiveness. Recommended changes were implemented including a series of workshops focused on managing productivity using key performance metrics, evaluation of outsource vendors, and intradepartmental coordination.  

Results: Improved effectiveness and efficiency resulted in an annual savings of $1.7 million and reduced cycle time of more than 50%. The development of improved management skills ensured the ability to sustain the changes.