The Client
Commercial & Consumer Mortgage servicing division of Top 20 US Bank
Business Challenge
- Cost pressures, a large variety of requests and poor response time
- The large number and variety of customer requests per month
- 27,000 for Residential Mortgage
- 19,000 for Consumer Loans
Our Solution
- Re-engineered request fulfillment process into separate queues for loan activities - cash and noncash processes
- Identified the large variety of requests requiring specialized skills
Execution
- Staff cross-skilled to perform similar ‘grouped’ functions
- Monitored pipeline to manage staff and re-allocate resources
The Result
- Improved overall customer Service
- Coforge turned around 80% of work within the same day
- Turn time improved from 5 to 3 days for the settlement of transactions
- Sustained savings
- Consistent 20%+ cost savings since the inception of the process
