Lending and Retail Services Delivery

Client Need : A regional commercial bank holding company requested implementation of a process improvements and revenue-generation plan recommended by BenchMark Consulting for commercial and consumer lending to accelerate service delivery while enabling ease of use and client differentiation in the marketplace.

Solution: Commercial recommendations included a review of scorecard override and validation issues; improvement in the renewal process through use of the application processing system; and product development, including building of specifications, for a new retail Business Line of Credit pilot.  Consumer Loan recommendations included introduction of the use of Automated Valuation tools in Home Equity collateral valuation, faster decision notification through automated faxback, and use of pipeline reporting to identify loans approved yet not booked.

Results: The project team implementation efforts included aggregated projected cost savings/capacity increases of $342M, annual revenue increases of $1.7MM, as well as a 6-day reduction in turnaround time.