The OpsDog Consumer Finance Benchmarking Report Consumer Finance Benchmarks, KPI Definitions & Measurement Details ABRIDGED CONTENT Purchase to View Full Benchmarking Report! 2017 Edition www.opsdog.com info@opsdog.com 844.650.2888
Table of Contents The OpsDog Consumer Finance Benchmarking Report Mortgage Sales & Origination KPIs..............4 Mortgage Application Approval Rate....................... 5 Mortgage Applications per Processor....................... 8 Mortgage Applications per Underwriter..................... 10 Mortgage Closing Cycle Time........................... 12 Mortgage Production per Loan Officer..................... 14 Mortgage Pull-Through Rate........................... 16 Mortgages Closed per Closer........................... 19 Mortgages Closed per Loan Officer....................... 21 Origination Revenue per Mortgage....................... 23 Percentage of Mortgage Loans Abandoned by Borrower.......... 25 Production Labor Cost per Mortgage Originated............... 28 Unit Cost: Mortgage Loan Origination...................... 30 Consumer Lending KPIs..................... 32 Consumer Loan Applications per Processing Employee.......... 33 Consumer Loans Closed per Consumer Lending Employee........ 35 Loan Servicing KPIs....................... 37 Mortgage Loans Serviced per Mortgage Loan Servicing Employee... 38 Unit Cost: Mortgage Loan Servicing....................... 40 Consumer Loans Serviced per Servicing Employee............. 42 Abandonment Rate................................. 44 Average Speed of Answer............................. 46 Average Handle Time................................ 48 Average Hold Time................................. 50 First Call Resolution Rate............................. 52 Call Center Forecast Accuracy.......................... 54 Collections KPIs.......................... 56 Collections Connect Rate............................. 57 Collections Expense per Collections Employee................ 59 Percentage of Inbound Promises to Pay Kept................. 61 Percentage of Outbound Calls Resulting in Promise to Pay........ 63 1
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Report Details & Methodology The OpsDog Consumer Finance Benchmarking Report More than 5,000 KPI values (i.e., data points) were analyzed to produce benchmarks for the 28 KPIs included in this report. 1 Data Range: 2012-2017 Region(s) Included: United States, Canada The benchmarks included in this report were found to be comparable across companies of varying sizes (i.e., number of employees, total revenue). Methodology: Data Collection & Validation 1. Gather OpsDog s analysis team aggregates data collected through traditional consulting engagements and targeted research. 2. Refine: Aggregated data is standardized, categorized and run through multiple validation checkpoints prior to being stored in our database 3. Package: We analyze and compile comparable data, then package our findings in the form of benchmarking reports and data sets. Looking for customized research and analysis? Contact our research team. P: 844.650.2888 E. info@opsdog.com Note: 1 The sample size of the observed data varies for each KPI. 3
Consumer Lending Consumer Finance Mortgage Sales & Origination Consumer Lending Loan Servicing Collections The Consumer Lending Group is responsible for originating consumer loans (not including mortgages). Borrower applications must be inspected and reviewed thoroughly in order to make sure that risk is managed properly. Consumer loan officers and sales representatives consult perspective borrowers on loan solutions and collect applications and related information. The consumer loan operations function receives information from borrowers and loan officers and processes the loan (underwriting, closing, etc.) in accordance with the bank s standards. After a loan is closed, loan servicing and customer relationship managers work with borrowers to process loan payments, change loan information and answer any questions related to their loan. Consumer loans typically include auto loans, personal loans and student loans. 4
Consumer Loans Closed per Consumer Lending Employee Definition & Measurement Details What is Consumer Loans Closed per Consumer Lending Employee? The total number of consumer loans closed over a certain period of time divided by the number of consumer lending employees working for the bank. Consumer lending employees include consumer loan officers, loan processors, underwriters and closers. Loan servicing employees are not included. Why should this KPI be measured? Consumer Loans Closed per Consumer Lending Employee measures the total number of consumer loans closed in relation to the number of consumer lending employees working for the bank during the same period of time. This metric is an important indicator of consumer loan production and assists in understanding staffing and the available capacity of consumer lending employees. A relatively low value for this metric is typically related to a few common factors, including rework in the consumer loan process (typically caused by incomplete applications or internal application errors requiring follow up), low-value or redundant process steps, inconsistent training and performance of consumer lending employees, a lack of standard job aids or templates to expedite processing, or poor baseline qualifications for consumer lending employees. How is this KPI calculated? Two numbers are used to calculate this KPI: (1) the total number of consumer loans closed over a certain period of time, and (2) the number of consumer lending employees working for the bank. Closed consumer loans are considered to be loans that not only have been agreed upon by lender and borrower, but have also had associated paperwork finalized and signed (i.e. at this point in time, the borrower becomes fully ABRIDGED CONTENT responsible for repaying the lender). Closed loans do not include all loans that have been funded, as some loans that are funded by lender may Purchase to View Full Definition & Measurement Details! not yet be closed (i.e. different fund and close dates). Consumer lending employees include consumer loan officers, loan processors, underwriters and closers. Do not include loan servicing employees/administrators in the denominator. Related KPIs Consumer Loan Pull-Through Rate, Complete Consumer Loan Package Submission Rate, Consumer Loan Applications per Consumer Loan Processing Employee Formula Total Number of Consumer Loans Closed / Number of Consumer Lending Employees 5
Consumer Loans Closed per Consumer Lending Employee Benchmarks & Characteristics of High Performers Consumer Loans Closed per Consumer Lending Employee (Monthly) Total Number of Consumer Loans Closed / Number of Consumer Lending Employees High Performers SAMPLE CONTENT Low Performers Avg () Purchase to View Actual Benchmarking Data! Characteristics of High Performers KPIs are well-defined, tracked and tied to performance reviews Robust self-service options for customer (online FAQs, etc.) Agents cross-trained to handle and resolve multiple call types KPIs are well-defined, tracked and tied to agent performance reviews Sample Size: KPI Type: Unit: Is High or Low Best?: How to read this chart: This chart summarizes the performance gaps between high (Top 5%), mid (Median) and low (Bottom 5%) performers for this Key Performance Indicator (KPI). For example, the column labeled Top 5% represents a company that outperformed 95% of the peer group observed for this metric. 6