1 Customer
- Commercial & Consumer Mortgage servicing division of Top 20 US Bank
2 Business Situation
- Cost pressures, large variety of requests and poor response time
- Large number and variety of customer requests per month
- 27,000 for Residential Mortgage
- 19,000 for Consumer Loans
3 Solutioning
- Reengineered request fulfillment process into separate queues for loan activities - cash and non cash processes
- Identified the large variety of requests requiring specialized skills
4 Execution
- Staff cross-skilled to perform similar ‘grouped’ functions
- Monitored pipeline to manage staffing and re-allocate resources
5 Value Delivered
Improved overall customer service
- SLK turned around 80% of work within same day
- Turn time improved from 5 to 3 days for settlement of transactions
Sustained savings
- Consistent 20%+ cost savings since inception of process
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