Case Study

Transformation of operations enhances productivity.

US-based full-service lender.

US-based full-service lender
Industry
Banking and Financial Services
Services
Customer Engagement Transformation

The Challenge

The company wanted to position itself for rapid growth by partnering with an experienced mortgage service provider, but had never trusted a third party on such a large scale. The goal was to transform every role in operations from post-origination through closing. However, the lender lacked the staff to adequately manage and coordinate the various required tasks while simultaneously managing existing operations. The company turned to Sutherland’s highly recommended team for assistance.

The Sutherland Transformation

Sutherland delivers business-to-consumer mortgage processing for FHA, VA, and conventional loans, and fulfillment services from loan origination to closing. This includes component support for junior underwriting, a major component of boosting productivity as requested. Sutherland’s integrated mortgage process management services are also a key differentiator, offering not only a highly experienced staff but exceptional teamwork facilitated by close communications end-to-end. The client was well pleased by our team’s “ability to communicate and work collaboratively and unselfishly toward the goal” of transitioning all operational roles without disruption to current operations.

Sutherland rose to the challenge, paid attention to every detail, and professionally kept us all on a desired timeframe. I highly recommend the entire Sutherland Team

Client's First Vice President of Operations

The Results

Within five months of commencing the project, Sutherland has satisfied the client so well that they felt comfortable ramping up loan volumes and are looking to add more service components to the entire solution. Sutherland also consistently meets or exceeds SLAs for processing time and error rates.

10,000
Loans per month, up from 2,000 at the start of the engagement
10%
Reduction of aged loans
46%
Raised Net Promoter Score (NPS)
95%
Success rate for first-time approval