The challenge
Branches faxed mortgage applications to the central team. Application counts and processing were tracked on paper, while supporting documents accumulated in folders, filing cabinets, and stacks on desks. Adjudicators also performed the manual work of assembling application files.
My contribution
I designed and implemented a shared Access/VBA application for mortgage and loan adjudication and fulfillment, supported by Excel branch forms, automated data intake, operational reporting, and management analysis. I worked iteratively with staff and management, using prototypes and feedback to develop the workflow.
The approach
A dedicated data-entry team handled application intake, supported by structured branch forms and automated import. The system assigned applications to adjudicators, who could focus on assessment. Staff could search for applications using the information recorded in the system. Automatic timestamps and status reporting improved visibility into workload and service levels.
Results
The centralized workflow separated administrative intake from adjudication and made application records easier to find. Reporting and analytical capabilities expanded substantially, supporting operational improvements and more informed branch communication and training around mortgage criteria. Management also gained a clearer view of submission quality and service levels. An initial system was in use within approximately one month, with capabilities expanded over the engagement.