Case Study: Discover Home Loans achieves operational excellence in COVID-19 response with Wipro

Discover Home Loans - Customer Case Study

Discover Home Loans faced the COVID-19 shock with centralized mortgage operations that had to move almost overnight to remote work, while also keeping lending moving despite constraints on in-person appraisals, closings, and borrower hardship. Working with Wipro, the customer also needed to decentralize offshore operations in India and accelerate its digital mortgage capabilities, including eSigning, eClosing, and remote appraisal support.

Wipro helped Discover Home Loans design and implement secure work-from-home operations, remote access controls, virtual interior home inspections, and a cascading automated valuation model process, while also supporting broader digital lending and forbearance workflows. The results were strong: 99% of onshore and offshore staff transitioned to WFH within two weeks, 70% of appraisals were handled by AVMs, 95% of customers chose hybrid eClosing, and 2020 lending volume grew 26% year over year.

Discover Home Loans

Nicole Straub

Vice President and General Manager