Commercial Loan Operations Consolidation

Client Need: A top 20 commercial bank engaged BenchMark to facilitate the direction and activities of a client team tasked with identifying and resolving operational issues during the consolidation of an acquired bank’s commercial loan operation.

Solution: BenchMark designed and implemented a fully operationally help desk to support the commercial line of business including implementation of software to track and analyze call content and fulfillment from commercial loan originations. BenchMark also facilitated required changes in paid processing and collateral retention processes and staffing from consolidation volume increases.

Results: The client resolved consolidation issues in a controlled manner and was enabled to handle increased scale in its customer support center.