Loan Application Processing & Underwriting Support for a Mid-Size Business Lender

The company was experiencing a period of strong and sustained growth. However, it was dealing with staffing headwinds as it struggled to attract and retain qualified talent in its area. 

Based in a major US coastal metro area, it became increasingly difficult for the team to find reliable and qualified individuals to process the rising volume of loan applications. Namely, the company struggled with the retention of its in-house team. Talent would leave after just 6-9 months on the job, after the client had already made significant investments in their training and development.

With the workforce that remained, the company had ongoing issues with punctuality and attendance, meaning they didn’t have a reliable team that they could count on to process their growing lending volumes. 

It wasn’t long before the client recognized that talent was becoming a clear bottleneck to its growth. It started evaluating various outsourcing firms shortly after, looking to supplement its labor with a more experienced and reliable team and end the revolving door of recruitment that it had been dealing with.

Assivo was able to overhaul the client’s staffing solutions, helping them move to a work model where the US team comes into the office each morning to completed work from the Assivo India team, which has accuracy rates of 99.9%. With this extra time freed up, the US team follows up with borrowers, checks Assivo’s work, and approves it. 

We initially staffed 6 Assivo associates to reduce bottlenecks and reinforce the client’s labor stack to handle more capacity on the application processing side. But, their executive team soon recognized that their labor challenges extended beyond this workflow to finance and accounting, loan servicing, compliance, and more. Thus, they rolled out Assivo through each of these functional areas; we now have about 6 individuals working in each area, and a total of 24 individuals total on the account.

Our team quickly began working across the entire lending process. Throughout our engagement, Assivo has removed bottlenecks, while allowing the client to continue using the proprietary technology it had developed. 

All in all, the client simply was looking for a more reliable workforce and wanted to retain control over its technology stack. 

They had invested millions of dollars into their technology infrastructure over the past 5-10 years, so they had no desire to update or change out their tech stack. Other outsourcing solutions they consulted with previously wanted to control and change their processes, like adopting their own technology and software platforms, but this is not something the client was willing or interested in doing. 

Instead, our team at Assivo took strides to learn all the client’s existing proprietary software and created a comprehensive training program for each function and department to consult going forward. This meant the clients only trained Assivo on their technology once, and we now fully manage these processes to this day. 

By working with Assivo, management was able to retain full control over their technology infrastructure, including full control over the parameters and criteria used in their lending process, in addition to the tools and platforms utilized throughout the process.