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Call for change

When tech meets human ingenuity

Workforce management

Accenture scaled up the Mortgage Operations division with more than 100 new resources, including highly specialized analysts and advisors, in a matter of weeks. The new team trained remotely through the bank’s “mortgage academy,” quickly building the skills and competencies required for their demanding roles.

Process efficiencies

Accenture helped to identify gaps in the bank’s training and QA processes, then guided it to review and update the corresponding documentation. New concepts and practices were introduced to key employees, who went on to train their peers. This approach helped the bank roll out changes quickly and effectively, enabling more flexible operations.

Optimized workflows

Accenture examined existing workflows and systems to find opportunities for improvement. In one case, it found that inconsistencies in broker-submitted documents were causing processing delays. After refreshing brokers’ training on quality requirements, the improved quality of inbound documents has shortened loan origination times.

Encouraged by these positive changes, the bank is now engaging Accenture more broadly to revamp processes at other stages of the lending lifecycle.

A valuable difference


faster time to competency for new resources, thanks to more efficient training practices, well-defined workflows and straightforward documentation.


resource utilization (a gain of more than 25%) achieved by eliminating process redundancies and sharpening employees’ core competencies.


efficiency gain in loan origination, fueled by smart workforce management updates, further expanding capacity and driving business results.

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