Southeast Regional mortgage loan originator was concerned about the amount of time and cost to intake customer applications for mortgages. The customer application validation process involved at least 10 people who had to use various websites to access and validate lender information.
Documents submitted by applicants were difficult to assess, then transition into the loan application. The business process was not automated and was taking longer to process than its competitors. Customers were frustrated, and the internal resources were unable to focus on more productive activities, such as sales support and customer service.