The Client
Largest Transaction Services Provider to the Mortgage Lending industry
Challenge
- Review search packages for ALTA commitment reports
- Low Customer satisfaction levels: Errors were high (~28%)
- Turn-Time of over 7 hours
Solution
- Automated checklist to reduce errors
- State wise specific teams to handle different state regulations
- 100% internal audits introduced
Execution
- Shift timing variations to manage the volume inflow
- Incentive structures to increase productivity
- Initiated constant monitoring of queues and periodic reporting
Value Delivered
-
- from 72% to 95.8% (Target = 91%)
- Reduction in Turn time
- from 7 hours to 2 hours
