The OpsDog Mortgage Lending Benchmarking Report Mortgage Lending 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 Mortgage Lending 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 Mortgage Loan Servicing KPIs............. 32 Mortgage Loans Serviced per Mortgage Loan Servicing Employee... 33 Unit Cost: Mortgage Loan Servicing....................... 35 Abandonment Rate................................. 37 Average Speed of Answer............................. 39 Average Handle Time................................ 41 Average Hold Time................................. 43 First Call Resolution Rate............................. 45 Call Center Forecast Accuracy.......................... 47 Secondary/Wholesale Mortgage Sales KPIs... 49 Mortgages Closed per Secondary Employee................. 50 1
Benchmarking Report Terms & Conditions The OpsDog Mortgage Lending Benchmarking Report 2017 OpsDog, Inc. The OpsDog Benchmarking Reports and their contents are protected by copyright laws, contain the trademark OpsDog, Inc., and are OpsDog s proprietary information. No part of this book shall be reproduced, stored in a retrieval system, or transmitted by any means, electronic, mechanical, photocopying, recording or otherwise, without written permission from OpsDog, Inc. OpsDog, Inc. assumes no liability with respect to the use of the information contained herein which is provided as is and there are no warranties of any kind provided by OpsDog with respect to this report. OpsDog assumes no responsibility for errors or omissions and will not be liable for any damages resulting from the use of the information contained herein. OpsDog, Inc. 1502 Augusta Dr., Suite 200 Houston, TX 77057 Tel: 844-650-2888 2
Report Details & Methodology The OpsDog Mortgage Lending Benchmarking Report More than 4,900 KPI values (i.e., data points) were analyzed to produce benchmarks for the 21 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
Mortgage Sales & Origination Mortgage Lending Mortgage Sales & Origination Mortgage Loan Servicing Secondary/Wholesale Mortgage Sales The Mortgage Sales & Origination function works to generate sales leads, educate potential borrowers on loan options, and move borrowers through the loan origination process. Mortgage Loan Officers, or Sales Representatives, are tasked with performing all of the front office, customer facing tasks related to mortgage loan origination, including collecting customer information (pay stubs, tax returns, credit reports, etc.), communicating with borrowers throughout the origination process and reaching out to potential new borrowers to grow their book of business. This function also includes underwriters and application processors, who work with the loan officers to ensure that applications are underwritten according to company protocols and receive a decision (i.e., approval or denial) in a timely manner. 4
Mortgages Closed per Loan Officer Definition & Measurement Details What is Mortgages Closed per Loan Officer? The total number of mortgage loans closed (i.e., funded) by the company over a certain period of time divided by the average number of mortgage loan officers, or originators, working for the company over the same time period. Why should this KPI be measured? Mortgages Closed per Loan Officer measures the average productivity (i.e., volume of loans closed per loan officer) of individual loan officers working for the lending institution. In all cases, a high value should be sought after for this particular metric, or KPI. Highly productive loan officers, and the organization s for which they work, have common qualities: standardized processes for lead generation and prospecting, a relatively small amount of available work time devoted to lowervalue tasks (e.g., loan document collection, application processing, appointment setting, etc.), and highly proactive communication with potential borrowers are prevalent characteristics of high performing loan officers and sales organizations. Relatively high values for loan production should also be weighted with a few factors, including loan quality (i.e., credit-worthiness of borrowers, etc.), average loan amount, and the total dollar value of loan production (i.e., value of loans closed), and loan pull-through rates should be analyzed alongside this KPI to produce a full picture of loan officer work quality. How is this KPI calculated? Two numbers are used to calculate this KPI: (1) the total number of mortgage loans closed by the lending institution over a given time period, and (2) the average number of mortgage loan officers, or originators working for the institution over the same period of time. A closed loan is considered a mortgage loan that has been funded by the institution; do not include loans that have not yet been formally closed in the numerator ABRIDGED CONTENT for this calculation. Mortgage loan officers are typically responsible for attracting and developing new business (i.e., sales and business Purchase to View Full Definition & Measurement Details! development), and guiding borrowers through the loan origination process. To calculate the average number of loan officers working for the company over a given time period, add the number of loan officers at the beginning of the measurement period and the number of loan officers at the end of the measurement period, and divide that number by 2. Include only mortgage loans and mortgage loan officers in this calculation. Related KPIs Unit Cost: Mortgage Loan Origination, Mortgage Closing Cycle Time, Mortgage Pull-Through Rate, Mortgage Applications per Processor Formula Total Number of Mortgage Loans Closed / (Average Number of Mortgage Loan Officers) 5
Mortgages Closed per Loan Officer Benchmarks & Characteristics of High Performers Mortgages Closed per Loan Officer (Monthly) Total Number of Mortgage Loans Closed / (Average Number of Mortgage Loan Officers) 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