IMPROVED NET PROMOTER SCORES BY 70% WITH ORIGINATIONS SERVICES

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CLIENT

A top positioned global bank in the United States wanted to significantly reduce cost per loan and increase variable capacity while continuing to hold a leadership position on service levels, including net promoter scores (NPS). They were looking for a global end-to-end loan fulfillment solution that seamlessly integrates with their digital mortgage platform while also providing the opportunity for continuous testing and technology innovation.

SOLUTION

Mphasis Digital Risk helped the client in -

• Hiring, training and deploying global fulfillment resources to provide processing, underwriting, and closing services in a dual shore bifurcated delivery model.

• Deploying delivery team in two global markets, with fully compliant licensed staffing for underwriting decisions and customer communication.

• Deploying iVue, a pipeline management tool for boosting loan fulfillment performance for workflow, SLA & KPI tracking, to drive high service performance.

• Deploying call management technology platform to deliver best in class call centre workflow and call analytics.

• Conducting lean six sigma analysis of process, workflow and technology.

BENEFITS

Our solution offered below mentioned benefits to the client:

• Enabled a high-performing mortgage fulfillment group, across multiple service levels.

• Net promoter scores improved by 70%.

• Reduced refinance cycle time to less than 45 days.

• Adherence to all regulatory, compliance and quality assurance/quality control service levels.

• Delivered benefits in cost per loan in addition to process efficiency.