Transforming Mortgage Operations for a Global Investment Bank, Delivering 30% Reduction in Origination Costs

Client Overview

The client is a globally recognized investment banking leader managing nearly $1 trillion in assets. With a customer base composed of high-net-worth individuals, the bank offers bespoke mortgage loans that average $2 million per account. The mortgage service plays a crucial role in customer retention and relationship depth, requiring a premium, personalized, and error-free experience at every touchpoint.

The Challenge

Legacy Constraints Undermining Efficiency and Client Experience

Although the bank had a strong market reputation, its mortgage origination process was constrained by outdated legacy systems provided by third-party vendors. These platforms were ill-equipped to manage the complex, highly customized loan products offered to their elite clientele. The systems lacked the speed, integration, and configurability needed to support personalized service at scale.

Key issues included fragmented workflows, slow processing cycles, lack of automation, and minimal scalability. Operational costs were rising, while turnaround times were lagging behind client expectations. To maintain competitive differentiation, the bank needed to modernize its origination process, end-to-end.

Sutherland Solution

End-to-End Digitization of the Mortgage Origination Lifecycle

Sutherland brought together deep domain expertise and proprietary digital capabilities to architect a modern, scalable solution for the client’s mortgage operations.

1. Immersive Discovery & Needs Assessment: Sutherland’s global team conducted on-site assessments to understand the nuances of the client’s origination process, capturing the requirements for personalization, speed, and compliance.
   
2. Custom Loan Origination System (LOS): We implemented a purpose-built, fully configurable LOS tailored to the client’s unique needs. Robust User Acceptance Testing (UAT) ensured seamless deployment with minimal disruption.
3. CRM Modernization: A new CRM system was integrated to centralize customer interactions and drive a smoother, more responsive origination journey.
4. Outcome-Based Delivery Model: Post-deployment, Sutherland transitioned into full-service delivery of the origination process, operating under an outcome-based model that aligned our success with the client’s KPIs – delivering ongoing transformation value.

The Outcome

Operational Excellence, Enhanced Accuracy, and Client Delight

Sutherland’s transformation initiative yielded outstanding results for the client. Origination costs were reduced by 30%, significantly lowering operational overhead. The annual loan volume reached 970, with an average loan size of $1.8 million, delivered with a much higher degree of speed and precision. Processing accuracy improved from 89% to 98%, reducing manual errors and rework. Importantly, turnaround time from application to closure dropped from 62 days to 36 days, vastly improving time-to-service and reducing customer friction. 

As a result of these improvements, the client’s Net Promoter Score (NPS) surged past 70, a clear indication of improved customer satisfaction and stronger retention. The engagement not only delivered efficiency but elevated the entire mortgage experience to a level befitting the bank’s high-net-worth clientele.

That’s digital outcomes delivered!

Following the successful solution implementation, Sutherland was awarded the complete origination business on a sole-sourced basis, delivered via our outcomes-based business model.