Commercial Loan Operations Improvement

Client Need: The commercial loan operation functions for a $15 billion multi-bank holding company were experiencing unexpected challenges from a recent system conversion. Quality, service levels, and turnaround times continued to decline creating a backlog in review, booking, and funding of new contracts. The organization requested assistance with determining the root cause of these problems.

Solution: BenchMark evaluated the existing organizational structure, workflows, and technology at multiple client sites. From that analysis, a target operating environment was developed along with technology enhancement recommendations.

Results: Recommendations were presented to the bank and to the software vendor. The software vendor agreed to enhance critical system functionality within a 90 day window. Organizational restructuring, staffing models, increased training, and operational improvements were expected to advance turnaround times, quality and service levels.