Sutherland Partners with Leading U.S. Financial Institution to Enable 50% Faster Loan Processing Time with Intelligent Automation

Client Overview

A prominent American multinational financial institution with a strong presence in the mortgage industry, generating over $158 billion in annual revenues and maintaining partnerships with more than 300,000 business entities globally.

The Challenge

Outdated Systems Stalled Loan Processing – Modernization Was the Way Forward

The client’s loan processing operations were heavily constrained by an outdated Win Automation system that struggled to meet modern demands. Critical automation workflows were hampered by the system’s inability to recognize varied file formats in payment ledger files. This technical limitation was further exacerbated by frequent macro pop-up errors, which repeatedly disrupted process continuity and reduced overall operational efficiency.

Compatibility issues triggered by recent software upgrades compounded the problem. These rendered the system increasingly rigid and ill-suited to adapt to evolving business requirements. As a result, manual interventions became the norm, introducing delays, increasing the risk of human error, and jeopardizing compliance with service-level agreements (SLAs).

To overcome these roadblocks, the client urgently needed an agile, scalable, and future-ready automation solution – one capable of eliminating inefficiencies, enabling seamless integration, and empowering teams to meet both current performance targets and future growth needs.

Sutherland Solution

Future-Proofing Loan Operations with Intelligent, Scalable Automation

Sutherland collaborated closely with the client to design and implement a comprehensive automation framework that not only tackled immediate operational challenges but also anticipated future business needs. Leveraging the power of UiPath’s advanced automation capabilities, the team delivered a tailored solution focused on four critical areas:

1. Advanced Bot Deployment
   Sutherland developed and implemented unattended UiPath bots engineered to handle a wide range of payment ledger file formats. These bots were specifically programmed to bypass macro pop-up errors, ensuring uninterrupted, error-free transaction processing and driving seamless operational flows.
2. Enhanced Transaction Processing
   By automating repetitive and manual tasks, the solution drastically reduced the need for human intervention. This freed up the client’s workforce to concentrate on exception management and high-value activities, leading to notable improvements in processing speed, accuracy, and overall operational efficiency.
3. High Compatibility and Flexibility
   The solution was architected for maximum compatibility, capable of operating smoothly across various operating systems and server environments. This flexibility ensured effortless integration with the client’s existing IT landscape, minimizing downtime and supporting future scalability.
4. Centralized Workflow Oversight with I.C.E.
   To enhance governance and visibility, Sutherland deployed its proprietary I.C.E. (Intelligent Control and Efficiency) platform. This centralized oversight tool eliminated manual workload equivalent to two full-time employees (FTEs) and enabled automated daily reporting, significantly improving decision-making, compliance, and operational control.

The Outcome

Driving Operational Excellence and Delivering Measurable Value

The implementation of intelligent automation, combined with Sutherland’s I.C.E. (Intelligent Control and Efficiency) platform, delivered substantial and quantifiable improvements for the client:

• Significant Gains in Processing Accuracy
  The automation solution achieved a 90% success rate in transaction processing, demonstrating a dramatic enhancement in reliability, accuracy, and workflow consistency.
• Faster Turnaround and Increased Efficiency
  Transaction processing times were cut by 50%, enabling the client to significantly improve turnaround times, meet tight deadlines more easily, and boost overall operational agility.
• Meaningful Cost Savings
  Through resource optimization and reduced manual intervention, the client realized an estimated $150,000 in annual cost savings, directly improving the bottom line while maintaining service quality.
• Seamless Digital Transformation
  The initiative enabled the creation of a fully digital workflow. Human Interventions could now focus entirely on managing exceptions and executing higher-value tasks, elevating workforce productivity and enhancing the client’s ability to scale efficiently.

That’s digital outcomes delivered!