Challenge

A national bank sought to assess the effectiveness of its master servicing platform and understand how it measured up to industry standards. Leadership wanted a comprehensive platform-wide evaluation to identify strengths, weaknesses, and areas for improvement. The goal was to ensure their servicing operations remained competitive, compliant, and scalable. However, they lacked the internal bandwidth to conduct an in-depth, unbiased assessment. They turned to Infinitum to help.

Our Solution

We partnered with the bank to provide a thorough evaluation, we took a multi-faceted approach:

• Stakeholder Interviews: Engaged with the entire servicing team to understand workflows, challenges, and institutional knowledge.

• Policy & Procedure Review: Conducted a deep dive into existing policies and servicing practices to identify inefficiencies and compliance gaps.

• Industry Benchmarking: Measured their platform against industry best practices to pinpoint areas of strength and opportunities for improvement.

• Comprehensive Reporting: Delivered a detailed report, including a SWOT analysis (strengths, weaknesses, opportunities, threats) and a GAP analysis outlining where the bank could tighten operations to meet industry standards.

• Strategic Roadmap: Developed a prioritized, actionable plan to guide the bank’s servicing enhancements over the next few years.

During this process, we uncovered opportunities to improve the bank’s insurance compliance program, leading to a secondary engagement focused on redesigning, documenting, and implementing new insurance processes to manage this critical risk area.

Results

Using our findings and recommendations, the bank successfully implemented the roadmap, executing strategic improvements over a three-year period. Key outcomes included:

• Enhanced Servicing Operations: Streamlined processes, improving efficiency and scalability.

• Portfolio Growth: Strengthened servicing capabilities, enabling the bank to expand its portfolio with confidence.

• Improved Compliance & Risk Management: Addressed critical deficiencies, ensuring alignment with internal audit requirements and industry regulations.

Through this engagement, the bank not only strengthened its master servicing platform but also built a foundation for sustained growth, operational excellence, and long-term regulatory compliance.