Case Study | 7-May-2025
Streamlining Credit Disputes Through Centralized Analytics
Driving efficiency, reducing cycle time, and ensuring SLA and regulatory compliance.
Elaborate on the Challenge
A leading mortgage services provider in the US faced persistent challenges in its Credit Disputes and Exception Handling processes. The complexity of operations, combined with system limitations and a shortage of skilled analytics professionals, hindered the establishment of effective performance monitoring mechanisms. This led to delays in dispute reviews, inefficiencies in team productivity tracking, and an overall lack of visibility into key performance indicators. The absence of centralized analytics made it difficult to assess trends, identify root causes, or implement process improvements - impacting customer experience and SLA adherence.
Objective Summary
To enable real-time visibility across the Credit Disputes and Exception Handling lifecycle by implementing centralized analytics. The goal was to reduce review cycle times, monitor individual and process-level productivity, identify recurring issues, and strengthen compliance with SLA and regulatory requirements - while enhancing the overall customer experience.
Business Impact
Reduced repeat queries due to improved accuracy.
15%–20% efficiency gain in production
Cycle time reduced from 18 days to 7–10 days
Solution - Performance, Trust, Growth
Moder partnered with the client to design and deploy a centralized, real-time functional dashboard tailored to the Credit Disputes and Exception Handling workflow.
The dashboard enabled end-to-end visibility into dispute resolution activities, allowing leadership to track performance daily, weekly, and monthly. It included metrics on individual productivity, dispute types, exception percentages, amendment volumes, and review accuracy. The system also supported second-level review tracking and ensured audit readiness by aligning with regulatory expectations.
By leveraging this analytics-driven approach, the client could better manage staffing needs, identify inefficiencies, and implement control measures based on root cause analysis and trend reviews. These improvements enabled more strategic pipeline management and helped eliminate process redundancies through enhanced reporting logic.
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