Loan Servicing support to a French HQ Bank (US book)

  • 40-50% reduction in the request/response lifecycle

  • 30% improvement in turnaround time

  • Reduction in client escalation

  • Backlog cleared

  • Backlog of rate change, facility termination, past dues and recons
  • 40% of the portfolio was out of balance and 14% past due because of recent platform migration
  • Attrition and knowledge-retention issues requiring investment in repeated training
  • Additional cost of hiring resources versed in Loan IQ
  • High cost of setting up a project team onshore
  • Conducted a detailed study of the process and created standing operating procedures to standardise repayment schedules, recons and the past-due process
  • Created taxonomy for Loan IQ application and completed key stroke mapping to identify key issues
  • Completed validation by reviewing credit agreements (pricing, schedules, collateral, etc.)
  • Coordinated with client’s operations and technical teams to generate Loan IQ reports for improved traction and remediation
  • 40% reduction in costs by improving efficiencies across the loan servicing functions
  • Cleared backlog of ~30,000 recon items and 4,000 past dues
  • Past dues due to technical issues tracked and eliminated; portfolio was operating at 5%
  • Completed scrub work for facility termination and pending fees
  • Improved turnaround time on SLAs as all transactions were completed by the stipulated deadlines
  • Reduced client escalations by 50% by reducing backlog
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What we have done

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What we are proud of


reduction in the request


reduction in client escalations

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What we are proud of


adherence to credit policies


reduction in collateral management costs

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What we are proud of


reduction in costs


reduction in operational risk