Alternative Mortgage Business Review

Client Need: A large North American bank recruited BenchMark to review its progress on implementation of an alternative mortgage delivery channel design. Implementation involved multiple business lines and was being conducted by internal client resources.

Solution: BenchMark worked with the project sponsor, key stakeholders and project participants to review the alternative channel design including policy, process, organizational structure and technology. From this review, BenchMark developed specific recommendations that addressed misalignment issues, performance metrics, risks and an implementation timeline.

Results: The new design provided improved customer service, more efficient processes and reduced operating expenses.