Context
In mortgage lending the process was spread across several parties: branch, operations, valuation firm, in-house valuer and the construction unit. Work waited at every hand-off and it was never clear whose turn it was. For the customer this meant uncertainty about when the loan would be disbursed. For the bank there was a more serious risk: the ratio check between appraised value and loan amount was a manual step at the end of the process.
Approach
- Valuation, mortgage registration and disbursement were redefined as a single flow.
- Whether a request routed to the construction unit or to mortgage lending was made rule-based, with automatic assignment enabled for eligible cases.
- Valuation firms were enabled to submit multiple valuations, with multi-property and single-property report generation separated.
- Firm approval, in-house valuer approval and report approval were positioned as distinct control points, with returned items tracked under a separate status.
- Loan-to-value control and invoice payment to valuation firms were brought into the same mechanism.
Outcome
- The process moved from a chain with unclear ownership to a traceable workflow.
- Loan-to-value control stopped being a manual final step and was embedded in the flow.
- Automatic assignment reduced the dependence of waiting times on individuals.
- Tracking returned valuations under a separate status made it visible where delay was occurring.
This case study describes the project through its scope and approach. Client name, commercial figures and performance metrics are withheld under confidentiality obligations.
What This Project Left Behind
Performing a control at the end of a process means performing it at the most expensive moment. A decisive check such as loan-to-value should run while the process advances, not after. The logic is identical in credit file preparation: asking at the start the question the bank will ask at the end is the only thing that shortens the process.
- Banking & Credit Process Advisory — Strategic advisory on restructuring distressed loans, financial analysis, negotiation preparation and process management with banks.