The Client
A National Mortgage lender
Challenge
- Unable to handle seasonal volume fluctuation - upto 200% and leading to purchase of fewer correspondent loans
- Intra month volume fluctuation leading to TAT deviation and dissatisfaction of Correspondent Loan originators
- Higher business target to generate higher revenue through buying more Correspondent Loans
Solution
- Proactive forecasting of volume in co-ordination with Client’s Business Units
- Adequate staffing to manage forecasted volume with 25% buffer and a cost sharing model with Client
- Cross trained resources between processes to manage intra month volume fluctuations
- Additional processes offshored to Coforge to meet business turn times
Execution
- Hired resources proactively
- Ensured adequate staffing availability to meet high inflow of seasonal and market driven volume
- Created a dedicated training team to train resources and meet aggressive timelines
- Ramp-ups monitored by training team with continual feedback and reorientation trainings. Certification criteria was designed to meet business requirements
- Periodic review of Client’s business objective assisted in proactive decision making on resource deployment
Value Delivered
- Increased funding from $300M/month to $1B/month within 18 months of association
