45% overtime reduction in closing, funding, RESPA review & post closing mortgage operations by cross training
1 Customer
- Residential Mortgage operations at a leading US Bank
2 Business Situation
- Monthly volume 10,000 loans: unable to handle high influx of volume in the last week of the month
- Regular volume: challenge in processing the volume received outside forecasted levels
3 Solutioning
- SLK analyzed the average and peak volumes and the occurrence patterns
- Created a team which had prior experience with processes with large volume fluctuations
4 Execution
- Mapped the skill sets of the resources and identified ones who could be cross-trained
- Cross trained and certified each agent on a minimum of two processes
5 Value Delivered
Managed high volumes through across training
- Reduction in overtime billing costs by 45%
- By using effective cross training; additional 10% capacity increase
- Cross training enabled critical processes to meet turn time for tasks outside the service levels / forecasted volume
BIG THANKS to our SLK HUD Review and Funding team for closing/ funding 166 loans today. By pulling in additional resources you were able to deliver more than double your current daily capacity. It is this sort of agility that makes you a valued partner.
