RPA helps leading US mortgage provider stay ahead by improving associate productivity

Sourcepoint helped the client automate high volume, repetitive tasks in its loan set-up, guaranteeing complete data accuracy and improving agent productivity by 250%.​


The client is a leading mortgage provider in the United States with over one million customers and a strong presence across all 50 states.

Business challenge

The client faced multi-pronged challenges in its day-to-day lending operations. Predominantly manual processes led to error-prone, adhoc processing and segregation of loan documents. In addition, siloed, legacy processes and applications resulted in poor visibility and rampant inefficiency. Multiple, unstructured formats and diverse document standards further compounded the situation.

The client was looking to automate high volume, low complexity aspects of the loan set-up process to increase productivity, cut training time, improve associate utilization, and reduce cost-to-serve. It chose to partner with Firstsource given its deep domain expertise and proven track record.

Firstsource solution

Firstsource implemented robotic process automation (RPA) solution that helps organizations integrate multiple systems, create new interfaces with automation, and reduce process complexity. The solution combines Firstsource’s extensive mortgage domain expertise and knowledge of operational excellence with RPA to reduce processing time and improve productivity. The Firstsource solution helped:

  • Structure process flow and standardize automation through business process re-engineering
  • Enable robust OCR (optical character recognition) capabilities backed by machine learning to extract structured as well as unstructured data with 100% accuracy
  • Establish a dedicated universal automation control room for on-demand RPA deployment for any stage of loan processing
  • Deploy attended automation for exception management of poor-quality documents that were beyond AI’s processing capability

Business impact


Improvement in associate productivity


Data accuracy across processes


Automation of labor-intensive process – a checklist with 132 steps


FTE reduction

Download a copy

What’s your challenge?

Let’s work together to solve it.

Related services

This form will put you in touch with our business development team. For all other functions, please click here.
Ready to get in touch and grow your business?
Tell us a little more so we can connect you with the right person
Last step! Let us know which solutions you're most interested in
Connect with us
For patients inquiring about Eligibility and Enrollment Services available through their hospital or health system — Please complete the form below, and a Patient Advocate will contact you shortly.

    Download Now

    Simply fill out this form to download