IBM - Mortgage Lending
Transform to fast, friendly, and compliant Mortgage Lending
IBM's Mortgage Lending application uses a proprietary IBM Process Excellence framework to help lenders streamline their process, improve customer service, and grow the business while reducing risk. It does this by Identifying process variations and the impact on KPIs for Efficiency, Experience, and Compliance. Providing a detailed analysis of KPIs across attributes.
This is where IBM and Celonis Combine their Strengths:
Redesign their customer experience.
Reduce cycle time for the process.
Increase loan-in-process status transparency.
Features & Capabilities
A proprietary IBM Process Excellence framework to categorize KPIs is the foundation for the Management Dashboard. It provides Operational and Business Managers the ability to:
- Monitor and improve Efficiency, Compliance and Experience KPIs.
- Quickly see real time KPI performance and comparison against internal targets to take action on gaps.
- Have the control tower view of the global end-to-end mortgage lending process performance to share with leadership.
The Trends view goes one level deeper from the Quick-view to help Managers:
- Monitor KPI trends across Efficiency, Compliance & Experience to identify areas of improvement.
- Drill down into those areas that may be trending poorly to change the trajectory and/or investigate areas that are improving for best practices.
The Compliance view helps Managers and teams:
- Identify the common challenges, trends and gaps in compliance parameters to lower overall risk to the Bank.
- Drill down on root cause for bypassing mandatory activity.
- Focus on applications under investigation that may elevate risk and value.
The Experience view helps Managers and Customer Service teams:
- Enhance the customer experience with minimum repetitive touch points.
- Identify products and channels that are leading toward lower NPS and surface the customer connects that are impacting the overall experience.
The Detail view helps teams investigate individual accounts to:
- Gain detailed insights at each application level and identify bottlenecks, risk level, channel, application type, property details and more.
- Identify where to deep dive into root causes and plan the actions accordingly.
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