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LOB INITIATIVES – MORTGAGE
Action
Initial
Results
Expand Retail, Broker, and Correspondent
channels while enhancing Consumer Direct
113 net new retail loan officers (155% of YTD
goal)
425 net new broker and correspondent
relationships (177% of YTD goal)
$2.1B bank referred production (162% of YTD
goal)
Consumer Enhancements include:
-
Process and workflow improvements resulting
in significant service level improvements
-
Installation of new voice response technology
and CTI screen pop tools has led to more than
40% of customer service calls being handled
by the automated solution
-
Strategies include the successful introduction
of Bundled Settlement Services,
comprehensive targeted marketing
campaigns, a relocation service and expanded
hours of operation. The result has been a
22% conversion ratio (from referrals to
mortgage applications).
Launch out of footprint sales of mortgage and
home equity
Significantly ramped up out of footprint sales
force and are on track to meet goals of numbers
of new customers.
Have been successful with the home equity
product in the markets it has been rolled out
within the Retail channels; major roll-out is
expected by year end.
17
Long Term Growth Rate Target: 8 – 10%