EXECUTIVE GUIDE: Profit Retention Strategies for Quality Control Operations

EXECUTIVE GUIDE Profit Retention Strategies for Quality Control Operations Consumer lenders improve loan manufacturing, lower defects and increase earnings through QC automation

EXECUTIVE SUMMARY Today’s consumer lending landscape is unlike anything we’ve previously experienced. From the sudden shift to remote working, lenders were exposed to greater risk in the form of rising critical defects and a wide range of manufacturing defects.

As a result, lenders are absorbing a backbreaking amount of increased compliance and regulatory costs, and a QC program’s inability to contribute to lowering costs literally means lower profit margins for the lender.

Top Strategic QC Challenges Meeting defect rate targets Optimizing the QC function’s productivity and impact

“We have greater insight into what’s happening and the ability to justify what we’re doing through documentation thanks to ACES. In the event of an audit or exam, we have a tool that seamlessly drills into the specifics of our procedures and how they are being followed.”

JENILLE FAIRBANKS VP Lending Compliance Mountain America Credit Union

Preparing for internal and external audits Keeping up with regulatory requirements

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THE COST OF DEFECTS: QC’S CONTRIBUTION TO THE BOTTOM LINE

REALIZED RESULTS Only ACES Quality Management, the pillar of next generation risk management, improves and preserves profits.

Conduct Reviews Faster Through Automation

Consumer lending review times

ACES Quality Management estimates that every significant defect costs a lender, on average, almost 7% of the loan amount, and on non-performing loans, that number is even higher.

Improve Analyst Productivity

CASE STUDY – COST ANALYSIS (1 year)

1000 Defects found within a year across all loans

Lower Your Per File Cost $

5

HOURS

COST OF DEFECT

75 FASTER %

Estimated time to review/remediate one defect

$

500K Cost to rework 1000 defects for that year

40

$

80

$

120

Before ACES

Before ACES

With ACES

With ACES

An effective and profitable QC investment provides returns well beyond the actual file reviews. In fact, it’s an immediate source of actionable business intelligence that improves the bottom line.

160

165/File

$

$

10/File

4 VIEW ACES IMPACT ON ROI

Moderate defects, or manufacturing defects always involve costly rework, delays, and a poor customer experience. Not addressing moderate defects leads to repeated mistakes on future loans. ACES sees lenders’ QC units reporting up to a 10% moderate defect rate, and our models suggest each moderate defect subtracts 5% of the loan balance from profit margins.

$

“CUT MANUAL REVIEW TIMES FOR COMPLEX LOAN DECISIONS BY 50%” RENEE CORDREY Consumer Lending Oversight Manager Fulton Bank

CREATING QC OPERATIONS THAT DRIVE INCREASED PROFITABILITY

HIDDEN RISKS OF USING “OTHER” QUALITY CONTROL METHODS Forward-thinking lenders realize investing in QC as a real-time feedback mechanism drives continuous improvement to both revenue and cost. Shifting the mindset from QC as a “no news is good news” role to a powerful, proactive source of improvement may separate profit winners and losers.

With ACES Quality Management and Control, consumer lenders can leverage a single platform to obtain a holistic view of loan quality and gain valuable insights across all consumer lending channels.

HIGH RISK

MODERATE RISK

In-House Manual Process

Outsourced Provider

“Other Auditing Software”

• Time Consuming • High Error-Rate • High Risk Defects

• Hidden Costly Fees • Delayed Remediation • No Control Over QC Process

• Inflexible Technology • Inadequate Compliance Tools • Unresponsive Customer Support

QC Technology’s Return On Investment ACES Quality Management is the leading supplier of QC technology for a reason. Only ACES enables consumer lenders to evaluate the data required to identify and capture the accuracy and productivity of loan creation.

“IMPROVED MANUAL REVIEW TIME EFFICIENCY FOR LESS COMPLEX LOAN DECISIONS BY 75%” RENEE CORDREY Consumer Lending Oversight Manager Fulton Bank TRACK PRODUCTIVITY ACROSS YOUR ENTIRE TEAM

Rather than sampling and reporting on compliance, the more advanced reporting tools from ACES can be mined for endless insight into company operations. ACES partners with a consumer lender’s QC team to generate improvement ideas, gather market intel, stop overkill and prevent mistakes.

An optimized and targeted QC function also drives ROI that would be the envy of any capital project. ACES harnesses file review data that opens a window not only into defects, but also into how effectively an entire business operates.

ACES’ Two Strategic Components:

1 2

Ensuring a compliance and control environment that meets regulatory standards and prevents catastrophic loss; and

A one-of-a-kind source of business intelligence into how loans are being manufactured driving continuous improvement across the enterprise.

Report shows defects by underwriter, which can help improve performance and enforce a culture of quality.

8

ACES offers solutions for each point in the loan lifecycle from pre-funding to post-closing to servicing.

IMPORT

SAMPLE

REVIEW

COMMUNICATE

REPORT

Report shows defect exceptions by category, which can assist with action planning and remediation.

LEARN MORE ABOUT ACES REPORTING

ACES CUSTOMER SUCCESS STORY

FULTON BANK Founded in 1882, Fulton Bank strives to deliver the best banking experience for its customers. Today, as part of Fulton Financial Corporation, a $26 billion financial services holding company, Fulton Bank offers a broad array of financial products and services in Pennsylvania, New Jersey, Maryland, Delaware, and Virginia.

CHALLENGE Fulton Bank sought to replace its internal system with a third-party audit platform that could: - Ensure accurate and complete data pulls from its lending system; - Eliminate manual “stare and compare” data reviews; - Improve efficiency in recognizing regulatory and compliance related trends; - Enable the bank to increase review volumes, if required, without additional FTE needs; - Meet enhanced audit monitoring, results and reporting expectations from the bank’s Consumer Credit Management team; and - Be deployed across the entire organization to help the bank’s lending risk management and quality control teams work smarter, not harder.

RESULTS By investing the time up-front to fully implement and test the system, Fulton has been able to reap the benefits of automation like never before.

With ACES, Fulton Bank has: - Cut manual review times for complex loan decisions by 50%; - Improved manual review time efficiency for less complex loan decisions by 75%; and - Decreased its reporting turn times by 50%, with additional efficiency gains expected as its team becomes more familiar with Business Objects.

“What I like about ACES is that not only does it give you what they have available, but you also have the freedom to basically set up your own questions.”

RENEE CORDREY Consumer Lending Oversight Mgr. Fulton Bank

READ FULL CASE STUDY HERE

FLEXIBLE AUDIT TECHNOLOGY

CUSTOMERCENTRIC APPROACH

BUILT FOR THE ENTERPRISE

IMPROVE PRODUCTIVITY, EFFICIENCY AND QUALITY WHILE CONTROLLING COST

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