Personalized Service and Support that Creates an (In-House) Affect
Client Background
Our client serves its customers via a network of more than 80 branches throughout the mid-atlantic providing a diverse portfolio of personal, business and asset management services.
Challenges and Requirements
This financial services company had been looking at document imaging for both their retail and commercial banking operations. Critical was a unified lending platform that addressed the interworking of the bank and facilitated front end origination and backend servicing requirements , including the need to convert paper originated documents into the recently purchased document management system. The bank had to decide whether or not to scan in-house or use an outside services provider. If outsourced, critical was a partner that was cost attractive, knowledgeable of the loan process, could provide “in-house” type service and turnarounds, met security requirements and would work well with other bank partners.
The MetaSource Solution
The bank looked at several vendor possibilities with MetaSource and their Bristol, PA production site being selected for this engagement. The conversion team assigned had significant mortgage production and financial services experience.
To facilitate this project’s success, MetaSource worked closely with this client's management to develop a process roadmap that would accomplish several bank objectives including a tight production window, excellent quality and at or below budget. Implemented during the diligence and implementation process were two critical steps: a detailed understanding of loan file and document prep/indexing layout and requirements and setting up a triage service that allowed them to access loan files on demand without disruption to either party’s business process. Our Senior Sales Consultant further advanced this process throughout with personalized service and delivery that helped create an “in-house” affect.
The Result
- The first 4.5 million imaged pages were processed in less than 90 days
- The loan onboarding and imaging project was completed under budget and on schedule
- The quality and support received was excellent, enabling minimal if any production adjustments or costs associated with off-site loan file imaging.
- The integration with bank systems went as planned..
- Internal and external auditors now have a better, more protected access to all account information increasing the turnaround of loan file review and while reducing business and travel associated costs
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MetaSource was awarded a 3 year contract to provide day forward loan file imaging for all business lines and is considered today a trusted advisor and valued service partner.