CHALLENGES
Lack of Standards & Clarity
There was no clarity or consistency over what constituted a "complete package."
Poor Resource Utilization
Analysts were underutilized while underwriters were overwhelmed by incomplete files.
"Us versus Them" Mentality
Credit and Intake were at odds, creating bottlenecks that left deals stuck in the pipeline.
Misaligned Incentives
Intake teams were rewarded to push deals quickly, resulting in frequent rework and touch-backs.
Inadequate Analytics
Operational dashboards existed, but focused on siloed KPIs rather than end-to-end process.
Scattered Approvals
Approvals occurred on various systems based on deal type, including wet signatures.
SOLUTIONS IMPLEMENTED
Process Standardization
Made deal package requirements crystal clear for all parties, eliminating ambiguity.
Role Optimization
Increased Credit Analyst responsibilities and implemented "deal triage" to balance workloads.
Enhanced Collaboration
Implemented cross-functional weekly meetings to enhance collaboration between teams.
Incentive Restructuring
Changed incentives to focus on total turnaround time and reduced "touch-backs" to promote quality over speed.
Holistic Visibility
Transformed dashboards into a unified view of the entire lending process.
Technology Integration
Launched a single digital tool for all credit approvals to streamline the process.
CREDIT PROCESS RE-ENGINEERING