1 Customer

  • A leading Mortgage Origination Bank with presence in the Retail channel

2 Business Situation

  • High closing Pend rate (~50%) leading to closing delays and customer dissatisfaction
  • Changes to closing function due to Upcoming RESPA-TILA regulations
  • Inability to meet turn time on Rush Orders & HUD follow-ups

3 Solutioning

  • Detailed analysis of the Pend report to identify critical errors
  • Recommended setting up of an “Associate Processing Team” for efficient resolution

4 Execution

  • Automation of Closing workflow
  • Created procedures for HUD to be approved 24 Hour before Closing Date

5 Value Delivered

Reduction in pend rates
  • Closing Pend Rate dropped from 55% to 35%
Reduced closing delays
  • 13% increase in number of HUDs approved before scheduled closing
  • 80% of HUDs approved before closing date and time (9% increase)

We are singing your praises at every opportunity – when you perform at this level consistently day in and day out; we reinforce the value proposition of SLK

VP, Mortgage & Consumer Lending

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