Case Study: a realtor captive mortgage lender serving US markets achieves faster, fully digital mortgage processing with Sutherland Global Services

Realtor Captive Mortgage Lender Serving Company - Customer Case Study

The client, a realtor captive mortgage lender, faced significant operational challenges due to a lack of formalized processes for handling loan applications. This resulted in a 75% rate of incomplete packages, processing delays, and low customer satisfaction. They engaged Sutherland Global Services for expert consulting to overhaul their mortgage operations and maximize the benefits of a new loan origination system (LOS) implementation.

Sutherland's transformation involved redesigning process flows and implementing industry best practices focused on operations, quality, and LOS workflow automation. The solution automated manual tasks, instituted in-line quality checks, and established new escalation processes and SLAs. This resulted in a dramatic reduction of incomplete loan packages to just 2%, a rise in customer satisfaction to 90%, and an average reduction in cycle times of 62 days, fundamentally improving the lender's end-to-end mortgage operations.