Trends in Op+mizing Retail Bank Loan Processing. Summary Results April, 2012

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Earl Wilcox
8 years ago
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1 Trends in Op+mizing Retail Bank Loan Processing Summary Results April, 2012

2 Key Findings and Trends 1. More than 50% of responders rate their loan-processing environment as lagging the competition or merely adequate. 2. Continuous process improvement and reducing loan processing cycle times top the list of priorities among responders. 3. More than 25% of responders see their loan processing personnel increasing. 4. When considering current loan processing performance, responders most worry about commercial loans, followed by small business loans and mortgage loans % of responders are currently evaluating or planning an upgrade or improvement to their loan processing workflow. Slide 2

3 Program Overview In April 2012, Gatepoint Research invited selected executives in North America to participate in a survey themed Trends in Optimizing Retail Bank Loan Processing. Candidates were invited via and 100 executives have participated to date. 87% of responders are at the VP level or above. Responders are executives working for institutions representative of the market, from Global Banks to Regional and Community banks and Credit Unions. 100% of responders participated voluntarily; none were engaged using telemarketing. Slide 3

4 How would you describe your current loan- processing environment? 50% 45% 45% 40% 35% 33% 30% 25% 20% 15% 10% 5% 8% 12% 0% Excels Smooth and Efficient Adequate Lagging CompeFtors More than half of responders rate their loan-processing environment as simply adequate or lagging. Slide 4

5 How many personnel are involved in loan processing? 35% 30% 28% 25% 20% 21% 22% 19% 15% 10% 9% 5% 0% 1 to to to to 100 >100 47% of responders have more than 50 personnel involved in loan processing. Slide 5

6 Will the number of personnel involved in loan processing change? 70% 60% 58% 50% 40% 30% 29% 20% 10% 10% 0% Increase Stay the same Decrease More than a quarter of responders see their loan processing personnel increasing. Slide 6

7 How would you priorifze the following acfons? (Rate 1 to 5, 1 = not a priority, 5 = cri+cal priority) OpFmize and confnuously improve processes across the business 3.81 Reducing loan processing cycle Fme 3.71 Reducing the cost of processing a loan 3.28 Removing paper from the process 3.19 Improving management s visibility into loan processing Improving processes and reducing loan processing cycle times top the list of priorities among responders. Slide 7

8 Do you have a current inifafve to upgrade or improve the loan processing workflow? ImplementaFon currently in progress 39% No current plans 19% Currently evaluafng alternafves 18% Have already implemented 14% Expect to undertake an inifafve in the next months 10% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% Just over a quarter of responders are evaluating or planning an upgrade or improvement to their loan processing workflow. Slide 8

9 In what lending areas are you most concerned about current performance? (Check all that apply) Commercial loans 73% Small business loans 47% Mortgage 42% Credit cards 30% Personal lines of credit 22% AutomoFve 19% Student loans 5% 0% 10% 20% 30% 40% 50% 60% 70% 80% When considering current lending performance, responders most worry about commercial loans. Slide 9

10 How would you classify your financial insftufon? Community 43% Regional 31% Global Bank 11% Other 9% Credit Union 5% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50% 70% of responders are from Community and Regional banks. Slide 10

11 In what area of your organizafon would you describe your role? Line of Business 27% Informa7on Technology 24% Loan opera7ons 14% Other 31% Branch Opera7ons 4% Responders come from a variety of organizational roles with 22% from the Line of Business. Slide 11

12 Profile of Responders: Job Level Vice President 52% CxO 35% Director 13% 87% of responders are at VP level or above. Slide 12

13 About OpenText OpenText provides automated loan processing solutions to produce efficient paperless loans and loan servicing. Companies like Citigroup, Nissan Motor Acceptance Corp, BMW Financial Services, Capital One and First United Bank have leveraged OpenText s new-business framework to streamline the process by 50% or more removing manual steps, enabling ad hoc exception processing, and stopping the paper chase to improve their loan closure rates and give them more time to engage and service their customers. For more information, visit

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