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Our client, a $28B bank, experienced unacceptable delays between when commercial lending requests were made and when loans were approved and funded—causing understandable customer and client frustration. We were asked to review current people, process and technology factors and provide recommendations to expedite the application-to-funding process based on industry best practices.
After examining process components such as loan application, underwriting and funding, we uncovered problems related to data quality, technology, inconsistent processes and the need for portfolio servicing segmentation.
We identified more than 50 issues needing the client’s attention and assisted with wide-ranging remediation initiatives that focused on everything from policy revisions to technology enhancements and process consolidation. In addition, we helped the client develop a loan portfolio segmentation strategy, which led to a separate project to create a business banking loan center. Finally, we trained staff and implemented change management strategies to increase technology adoption rates.