Case Study

Home Loans Organization & End-to-End Process Strategic Assessment



Fortune 100 Financial Institution


Practice Model Optimization, Operations & Process Improvement​

Project Overview

After the mortgage industry experienced record-breaking growth in production, the Client sought to streamline their end-to-end mortgage processes with the hopes​ of doubling their application capacity and increasing both their client and Financial Advisor (FA) experiences.​ To increase capacity, the Client had to address a negative perception from the FA network that the mortgage process was unreliable and negatively impacted customer experience. In response, the Client put together a comprehensive strategic plan that hoped to address process improvements across each stage of the loan origination cycle. ​ Given the complexity and magnitude of the strategic plan, the Client requested the support of Reference Point to review the plan’s effectiveness to ensure its solutions could meet their desired outcomes. ​

The institution was looking for a solution to build a more efficient and effective operating model that would help to capitalize on production growth.


  • RP deployed a team of industry executives led by the former President & CEO of the Mortgage Bankers Association and the former COO of Global Wealth & Investment Management for Merrill Lynch to conduct a comprehensive assessment and review of the client’s strategic plan.

  • Reference Point led this assessment by conducting over 70 stakeholder interviews across the client’s home loans organization over a 2-month period and documenting key findings that outlined critical areas for improvement across the proposed plan.

  • Through this comprehensive assessment, RP was able to uncover critical gaps in the client’s operating model along with many of the plan’s proposed initiatives intended to increase capacity and the borrower/FA experience.

  • Ultimately, Reference Point leveraged its industry expertise and execution capabilities to deliver a final assessment of the client’s strategic plan that outlined findings and recommendations across the organization’s entire loan origination lifecycle.


  • Provided the client with detailed findings and recommendations across six strategic areas of focus, helping the client to understand where potential gaps and areas of risk exist in the strategic plan and proposed remediation actions.

  • Developed a heatmap across strategic areas of focus to highlight to the client where they have the highest risk of achieving desired goals. This supported the client to identify which focus areas require the most effort to remediate to meet strategic objectives.

  • The client utilized deliverables to understand whether existing budget and level of effort forecasts in the strategic plan were accurate for future planning purposes.

  • Provided the client with extensive executive mortgage industry expertise and best practices from across the industry.

Read the recent Insight from our Housing Finance Team here.

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