The auto-pilot audit: ensuring smooth operations, post-closure and beyond
Ryan Davis, VP of Mortgage Operations at one of the largest American banks, was struggling to fix the delays and inaccuracies in his mortgage post-closing audit (PCA) operations. When a merger increased the work volumes expected for the already-overworked PCA staff, he turned to Infosys BPM for a process automation solution. This case details how Infosys BPM’s solution brought about a 50% increase in loan processing speed while maintaining a 95% accuracy score.
Approach summary:
- Conducted detailed PCA process walkthroughs
- Configured 70 document types for OCR, NLP data extraction
- Enriched and standardised extracted data
- Configured 900+ business rules as per PCA checklist
- Developed robust UI for conducting single-stop validation
- Generated audit reports for downstream processing
Key benefits:
50% reduction in AHT for conventional loans 
95% accuracy score achieved 
30% increase in loan volume without increasing FTE 
77% decrease in operating costs 
Drastic reduction in cue rates 
Substantial upline increase expected 
