Mortgage Loans Serviced per Mortgage Loan Servicing Employee

Benchmarking Report

Mortgage Loans Serviced per Mortgage Loan Servicing Employee

This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Mortgage Loans Serviced per Mortgage Loan Servicing Employee. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.


What is Mortgage Loans Serviced per Mortgage Loan Servicing Employee?

The total number of mortgage loans in the company's loan servicing portfolio divided by the total number of mortgage loan servicing (includes all core loan servicing sub-functions) employees working for the company at the same point in time.

Why should Mortgage Loans Serviced per Mortgage Loan Servicing Employee be measured?

Mortgage Loans per Mortgage Loan Servicing Employee measures the average number of loans serviced (i.e., loans managed by the bank) by each individual loan servicing employee. While loans within a bank's (or mortgage lender, mortgage loan servicer) portfolio generate revenue through interest payments and related fees, overhead costs related to ongoing customer service (i.e., loan servicing) should be minimized to improve the profitability of the institution's loan portfolio. Typically, the customer service call center, or contact center, function consumes a large portion of the loan servicing budget. Several common improvements can be implemented in this area to both control costs and improve service levels, including call forecasting and staffing analysis, IVR or VRU implementation, analysis and reduction of hold times and after-call work and standardized call escalation processes. Poor loan data quality (i.e., missing lender information, etc.) can also diminish capacity and service levels within the loan servicing function.


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