Re-engineered Business Processes to Improve a US-based Mortgage Lender’s Efficiency and Productivity

Client Introduction

A leading mortgage lender in the US, offering home loans through conventional mortgage, refinance, FHA loans, and other options.

Predominantly manual origination process inflated the handling and closing cycle time per loan application, impeding the service efficiency, responsiveness, and borrower experience.
“Paper-based” documentation of printed, photocopied, scanned, and handwritten records without version control resulted in inaccurate and obsolete records. Physical records also posed risks of losing business-critical data.
Lack of quality control framework and practical rigor hampered the monitoring of processes and personnel, leading to unaccounted risks, unmanaged quality, and inadequate readiness to serve audits and regulatory obligations.
Manual tracking and reporting of operations without a centralized dashboard affected the visibility of performance metrics and lacked actionable insights to support business decisions.

Anaptyss leveraged its Digital Knowledge Operations™ (DKO) framework to co-create agile business operations with global delivery capabilities.

Reengineered business processes to enable agile delivery with minimal rework for third-party orders, faster pre-loan processing, and validation.
Robust quality control framework for extensive risk management, audit compliance, and business continuity.
Intelligent Robotic Process Automation (RPA) technique for processing service orders – flood certificates, appraisal orders, etc., without manual intervention. AI-powered document extraction, and information verification to enable 24×7, uninterrupted digital documentation with precision.
SMART dashboard with granular profiling and analysis of transactions to derive real-time, actionable insights.
Scalable staffing with dual location – nearshore and offshore – services management to manage fluctuating volumes.

~15% improvement in the closing cycle timelines per application.
~20% efficiency improvement through leveraging the global shared services operating model.
100% audit compliance with zero tolerance.
100% cross-training of personnel ensuring knowledge sharing, retention, and optimum utilization.
Introduction of the digital and self-learning mortgage modules.