Root Cause Analysis

Challenge

The tax department of a major mortgage servicing unit was experiencing a tremendous number of exceptions, causing processing redundancies requiring an excess in production staffing.

Solution

The PRI team performed an extensive review of departmental practices and major vendor relationship.

Results

The client implemented the PRI recommendations and was able to streamline departmental processes which reduced the exception volume. These process improvements resulted in a quantified first year benefit in excess of $830,000.