Six people down to two on loan qualification
Loan qualification is a chain of seven steps. Pull the application. Verify the identity. Order and read the supporting documents. Check them against policy. Calculate the ratios. Populate the file. Route it. Six people spent their days moving files along that chain.
The cost shows up in payroll and in turnaround. Every file waits behind a person.
We deployed an agent that owns the processing steps end to end. It reads the application and the supporting documents, verifies each document against policy requirements, calculates the ratios, populates the file, and flags anything that does not fit a rule.
The lender now runs the same volume with two people on qualification. Exceptions still reach a person, which is what keeps the file defensible. A clean file goes through without anyone reading it line by line first.
The two who stayed have a different job rather than a smaller one. They handle the files the agent could not resolve, the judgment calls, and the borrower conversations.
We start with the role. A tool that helps a processor leaves the processing with the team, and the headcount does not move. An agent that owns the role takes the work off them.
Results
6 to 2
