Lending and Retail Service Delivery

Client Need: A regional commercial bank holding company requested an assessment to identify process opportunities in consumer and commercial lending, and deposit account opening to accelerate service delivery while enabling ease of use and client differentiation in the marketplace.

Solution: BenchMark provided a specialized team that analyzed all origination and deposit account opening processes for service delivery and revenue enhancement opportunities. A target high performance design was created to allow for competitive advantage through customer driven service delivery. Recommendations were prioritized by return on investment for consumer home equity loans and lines, new and renewal small business and commercial loans, and the deposit account opening process.

Results: The project team recommendations will result in $3.2 million in combined annual savings and revenue enhancements and $33 million in annual growth in outstandings: $13.5 million in commercial, $13 million in small business, and $6.5 million in consumer home equity loans and lines.