1.

Problem Statement (As-is process):

The client is facing an issue of higher cost to income ratio because of higher touch points
depending on the stage of the loan for a single borrower for same set of information. There
are roles with overlapping functions and a lot of manual work involved. This leads to a higher
cycle time and a lower customer satisfaction.

2. Opportunities:
a) Loan officer must perform rule-based and template driven checks most of which are
manual. Here we have a scope for automation. There are algorithms which can be
developed by our IT Team in-house, this can be used in validating information against
system. Instead of having a dedicated team for validity checks this can help reduce costs
in the short term and help the loan officers focus more on converting new customers
b) We can partner with Salesforce for creating a customized CRM solution wherein the
Client support specialists can upload the status of each call with prospective clients
which can be used as reference for fellow specialists, refer FAQs for providing an
educated reply based on prior experience of others. In the medium term this is helpful
c) Since Processors is a complicated structure with low utilization so we can outsource loan
processing to partner vendors (there are a few prospective options to choose from and
they have developed their competencies in this domain)
d) Documentation preparation specialists face dual review of the AVMs and higher vendor
costs arising for multiple appraisal orders so there is a lack of an effective quality checks
in place. This can be addressed initially through automating rule-based checks, CRM
solution and outsourcing loan processing. This will help avoid dual review in the long
term.

3. To-be process
a. We will first go about developing an algorithm for automating rule-based checks to
facilitate loan officers to focus more on converting new customers. This should take 2-3
months.

4. Business case
From a cost perspective we can reduce costs and turnaround efficiency of the workforce