Case Study: a US-based full-service lender boosts mortgage processing and NPS with Sutherland Global Services

US-Based Full-Service Lender Company - Customer Case Study

A US-based full-service lender sought to position itself for rapid growth by outsourcing its mortgage operations but was hesitant to trust a third party with such a large-scale transformation. The client lacked the staff to manage the transition of all post-origination roles while continuing to run its existing business, so it turned to Sutherland Global Services for its highly recommended mortgage processing and fulfillment services.

Sutherland implemented its integrated mortgage process management, delivering services from loan origination to closing, including junior underwriting. The solution enabled a seamless transition and exceptional collaboration. As a result, Sutherland consistently met or exceeded SLAs, processing 10,000 loans per month (up from 2,000), reducing aged loans by 10%, raising the Net Promoter Score by 46%, and achieving a 95% first-time approval rate, which led the client to ramp up volumes and expand the partnership.