A top US mortgage client experiences surge in associate productivity


Our client is one of the biggest mortgage providers in the US.

Firstsource partnered with them in order to:

  • Create a strategy for automation of high volume, low complexity processes
  • Increase productivity by reducing training time, improving associate utilisation and reducing cost-to-serve
  • De-risk operations by structuring a results-based contract

Business challenge

  • Siloed and dated legacy processes and applications
  • Manual errors and adhoc associate processing
  • High training lead time
  • Received case loan documents required segregation and indexing into electronic data management system
  • Multiple, unstructured formats and diverse document standards
  • Solution deployment restricted to on premise due to data protection rules

Firstsource solution

Conducted business process re-engineering

to structure the process flow and achieve standardisation for automation.

Implemented best-in-class OCR capability

backed by machine learning. This enabled the handling of structured, as well as unstructured, data extraction with 100% accuracy.

Established universal automation control room

for on-demand RPA deployment for any stage of loan processing. Attended automation was used for exception management of extremely poor quality documents beyond AI’s capability.

Fully automated 77% of in-scope process steps

More than 15% of the entire process was automated, using assisted automation. The end result is capable of supporting high volume fluctuations in its current deployed capacity, and a recent 30% spike was supported without any issues.

Business impact

The client achieved significant business benefits:

  • 17 FTEs saved, saving approximately $500k
  • Training cost/recruitment cost savings for the client, approx. $20k per year at (10% per annum attrition rate)
  • Experienced 30% additional volume so far and managed without any additional deployment, leading to an approximate $1m savings
  • Data accuracy improved to nearly 100% across in-scope processes


improvement in associate productivity


ROI achieved on Firstsource’s solution

$2 million

cost savings per year

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