Mortgage Lending KPIs, Metrics & Benchmarks

KPIs & Metrics to Measure and Manage Mortgage Lender Performance

Mortgage Lending

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KPI's & Data 

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Calls Handled per Mortgage

The total number of calls handled by loan servicing representatives over a certain period of time divided by the total number of mortgages in the bank's servicing portfolio.

KPI Type : Volume

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KPI's & Data 

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CFPB Letters per 100,000 Mortgages

The number of Consumer Financial Protection Bureau (CFPB) letters received over a certain period of time divided by each 100,000 mortgages in the bank's servicing portfolio.

KPI Type : Volume

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KPI's & Data 

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Chapter 7 Reaffirmation Rate

The total number of Chapter 7 bankruptcy filings reaffirmed (an agreement reached between lender and borrower to repay) divided by the total number of Chapter 7 reaffirmation agreements prop...

KPI Type : Quality

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KPI's & Data 

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Mortgage Collateral Management Expense as a Percentage of Total Loan Servicing Expense

The total mortgage collateral management-related expense (includes lien release, insurance documentation, etc.) divided by the total mortgage loan servicing expense over the same period of t...

KPI Type : Cost

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KPI's & Data 

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Mortgage Customer Service Expense as a Percentage of Total Loan Servicing Expense

The total mortgage customer service-related expense (includes call center, all customer correspondence, etc.) divided by the total mortgage loan servicing expense over the same period of tim...

KPI Type : Cost

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KPI's & Data 

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Mortgages Delinquent for 30+ Days per Default Employee

The total number of mortgages delinquent for 30 or more days divided by the total number of default employees. Default employees are responsible for managing an assigned portfolio for non-pe...

KPI Type : Productivity

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KPI's & Data 

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Escrow Expense as a Percentage of Total Core Loan Servicing Expense

The total escrow-related costs (includes bill payments, escrow setup, escrow analysis, etc.) divided by the total core loan servicing costs incurred over the same period of time, as a percen...

KPI Type : Cost

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KPI's & Data 

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Mortgage Investor Relations Expense as a Percentage of Total Loan Servicing Expense

The total mortgage investor relations-related expense (includes bill payments, escrow setup, escrow analysis, etc.) divided by the total loan servicing expense over the same period of time,...

KPI Type : Cost

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KPI's & Data 

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Mortgage Loans Serviced per Customer Service Employee

The total number of mortgage loans in the bank's servicing portfolio divided by the total number of loan servicing customer service (call center) employees.

KPI Type : Productivity

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KPI's & Data 

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Mortgage Loans Serviced per Investor Relations Employee

The total number of mortgage loans in the bank's servicing portfolio divided by the total number of investor relations employees. Investor Relations employees fulfill investor requirements f...

KPI Type : Productivity

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KPI's & Data 

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Mortgage Loans Serviced per Payment Processing & Loan Modification Employee

The total number of mortgage loans in the bank's servicing portfolio divided by the total number of mortgage payment processing and loan modification employees.

KPI Type : Productivity

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KPI's & Data 

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Mortgage Payment Processing & Loan Modification Expense as a Percentage of Total Loan Servicing Expense

The total mortgage payment processing and loan modification-related expense divided by the total loan servicing expense over the same period of time, as a percentage. This does not include t...

KPI Type : Cost

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KPI's & Data 

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Mortgage Loans Serviced per Collateral Management Employee

The total number of mortgage loans in the bank's servicing portfolio divided by the total number of collateral management employees. Collateral management employee responsibilities include m...

KPI Type : Productivity

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KPI's & Data 

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Mortgage Repurchase Rate

The number of mortgage loans repurchased by investors divided by the total number of requests to repurchase processed by the bank over a certain period of time, as a percentage.

KPI Type : Quality

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KPI's & Data 

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Mortgages Boarded per Loan Boarding Employee

The total number of mortgage loans boarded into the loan servicing system over a certain period of time divided by the total number of mortgage loan boarding employees. Loan boarding employe...

KPI Type : Productivity

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KPI's & Data 

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Mortgages with Escrow Accounts per Escrow Employee

The total number of mortgages with escrow accounts in the bank's servicing portfolio divided by the total number of employees working within the Escrow Management function.

KPI Type : Productivity

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KPI's & Data 

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Number of 30+ DPD Mortgage Loans per Collections Employee

The total number of mortgage loans in the bank's servicing portfolio that are 30 days or more past due divided by the total number of collections employees.

KPI Type : Productivity

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KPI's & Data 

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Number of Handoffs: Paper Mortgage Payment Processing

The number of times that Monetary Maintenance Department employees must give/receive relevant mortgage payment documentation (W-2 forms from previous years, recent paycheck stubs, a complete...

KPI Type : Quality

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KPI's & Data 

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Number of Mortgages in Bankruptcy per Bankruptcy Employee

The total number of mortgage loans in the bank's servicing portfolio that have declared bankruptcy divided by the total number of mortgage bankruptcy employees. Bankruptcy employee responsib...

KPI Type : Productivity

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KPI's & Data 

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Number of Mortgages in Foreclosure per Foreclosure Employee

The total number of mortgage loans in the bank's servicing portfolio that are in default divided by the total number of mortgage foreclosure employees. Foreclosure employees are responsible...

KPI Type : Productivity

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KPI's & Data 

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Mortgage Payments Processed per Payment Processing Employee

The total number of mortgage loan payments processed over a certain period of time divided by the total number of mortgage loan payment processing employees.

KPI Type : Productivity

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KPI's & Data 

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Mortgage Payoffs Processed per Payment Processing Employee

The total number of mortgage loan payoffs processed over a certain period of time divided by the total number of mortgage loan payment processing employees.

KPI Type : Productivity

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KPI's & Data 

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Loan Portfolio Composition: DTI Below 45%

The number of loans in the bank's servicing portfolio where the borrower has a monthly Debt-to-Income (DTI) Ratio of less than 45% divided by the total number of loans in the bank's servicin...

KPI Type : Quality

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KPI's & Data 

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Loan Portfolio Composition: HTI Below 25%

The number of loans in the bank's servicing portfolio where the borrower has a monthly Housing-to-Income (HTI) Ratio of less than 25% divided by the total number of loans in the bank's servi...

KPI Type : Quality

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KPI's & Data 

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Percentage of Loans Requiring Post Close Review Research

The number of loans closed over a certain period of time that require post-close review/research divided by the total number of loans closed over the same period of time, as a percentage.

KPI Type : Quality

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KPI's & Data 

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Loan Portfolio Composition: LTV Below 80%

The number of loans in the bank's servicing portfolio with a Loan-to-Value (LTV) Ratio of less than 80% divided by the total number of loans in the bank's servicing portfolio at the same poi...

KPI Type : Quality

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KPI's & Data 

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Percentage of Boarded Loans with FICO Over 699

The number of boarded loans with a FICO credit score greater than 699 divided by the total number of boarded loans over a certain time period, as a percentage.

KPI Type : Quality

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KPI's & Data 

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REO Holding Time

The number of days the bank holds a real estate owned (REO) property, from the time the contract is dated until the initial list date.

KPI Type : Quality

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KPI's & Data 

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REO Loss Severity

Net revenue earned through sales of real estate owned (REO) properties divided by the total real estate owned mortgage balance over a certain period of time. This value should be subtracted...

KPI Type : Quality

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KPI's & Data 

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REO Properties per REO Employee

The total number of real estate owned (REO) properties managed by the bank divided by the total number of real estate owned employees. REO employees process the transfer of ownership of fore...

KPI Type : Productivity

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