Case Study: a large Canadian bank reduces suspense items and improves loan servicing with Tata Consultancy Services (TCS)

a large Canadian bank cuts suspense value 82% with TCS

Tata Consultancy Services (TCS) partnered with a large Canadian bank to address a significant challenge in its commercial lending operations. The bank was struggling with over US$450 million in unapplied cash, which was affecting its liquidity, creating regulatory compliance risks, and delaying revenue realization. TCS employed its Commercial Lending Service to help the bank strengthen its operating model and clear its suspense accounts.

TCS implemented a multi-faceted solution that included forming a special task force, automating reconciliation and rate checks with a custom macro tool, and providing targeted training for the bank's servicing team. As a result, TCS achieved a 64% reduction in pending suspense items and an 82% drop in suspense value within just six months. The solution also led to a 90% discrepancy identification rate and improved resource accuracy from 65% to 90%, significantly enhancing the bank's operational efficiency and risk management.